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. 

Troubleshooting

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.

 

  1. Reproduce the issue with signing in.
  2. Open the main GUI log file C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console\ti_console.0.log in a text editor, e.g. Notepad, and search for “OpenSslErrorTextReason: certificate verify failed” (without quotes) and for “0x14090086” (without quotes, too).

If either “OpenSslErrorTextReason: certificate verify failed” (without quotes) or “0x14090086” (without quotes, too) is found, re-import the certificate to resolve the issue:

  1. Export certificate “Go Daddy Root Certificate Authority - G2” : press Win+R -> type certmgr.msc ->  go to Trusted Root Certification Authorities -> Certificates -> select Go Daddy Root Certificate Authority - G2 in the certificate list on the right, right-click on it and select All tasks - Export -> follow the Export wizard. Note where the certificate was exported, you will need it later.

  2. Remove all certificates “Go Daddy Root Certificate Authority - G2” from the system (right-click on certificate and select Delete). Check other categories, like “Intermediate Root Certification Authorities” and “Third-Party Root Certification Authorities” and delete the certificate there, if found.
  3. Install exported certificate “Go Daddy Root Certificate Authority - G2”: double click on .cer certificate file exported at the first step  -> click Install certificate. Use default options during installation.

 

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