63358: Acronis True Image 2020: Login in product fails if there is a problem with root certification authority certificate

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Operating Systems: 

Symptoms

Attempt to log in on Account tab in Acronis True Image fails with the following error:

An error occurred while signing in. Please try again later.

When checking the log file C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console\ti_console.0.log, error OpenSslErrorTextReason: certificate verify failed or 0x14090086 is found.

Cause

Issue with SSL certificate on the computer, particularly, with root certification authority certificate. 

Solution

Please note that if you do not see the errors listed in the "Symptoms" section in the log C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console\ti_console.0.log, this article is NOT applicable. Follow the troubleshooting steps at https://kb.acronis.com/node/57042 instead.

To work around the issue, reinstall security certificate.

 

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