Symptoms

Backup, replication or a different activity fails with the following error:

Misc network error

Example of error log: click to expand

Error code: 20250646
Fields: {"$module":"gtob_backup_command_addon_vs_15300","CommandID":"8F01AC13-F59E-4851-9204-DE1FD77E36B4"}
Message: TOL: Failed to execute the command. Backing up
------------------------
Error code: 262165
Fields: {"$module":"disk_bundle_vs_15300"}
Message: Network disconnected.
------------------------
Error code: 43712516
Fields: {"$module":"disk_bundle_vs_15300","function":"astor_get_space_usage","path":"/"}
Message: Misc network error

Cause

This error is most commonly caused by network connection issues.

Troubleshooting

Follow the steps below to troubleshoot the issue:

1. Download Cloud Connection Verification Tool and use it to identify possible network issues, such as closed ports;

You can also use OpenSSL for in-depth analysis, see Using OpenSSL to troubleshoot connection issues caused by firewalls and DPI software

2. If you are using a proxy server, make sure proxy server settings are correct;

3. If network connection is unstable, increase the number of attempts in Backup options > Error handling (see Error Handling in User Guide for more information)

4. If you are using Acronis Cyber Infrastructure, check the status of the Backup storage services, see 68726: Acronis Cyber Infrastructure: Backup Storage service status check for more details.

If suggested steps did not help to resolve the issue, collect information for further investigation and contact Acronis Support:

1. Acronis Cloud Certificate and output of Cloud Connection Verification Tool.
2. Acronis system information from affected agent machine: Acronis Cyber Backup 12.5 - click here for instructions, Acronis Cyber Protect Cloud - click here