64210: Acronis Cyber Protect Cloud: backup fails with TLS/SSL-related errors

use Google Translate

Last update: 17-08-2021

Symptoms

Backup fails with an SSL/TSL-related error:

Error code: 43712912
Fields: {"$module":"disk_bundle_vsa64_15300","function":"astor_get_space_usage","path":"/"}
Message: SSL protocol error

In PCS log, you can find this error:

TLS connect failed with error 'error:1409441B:SSL routines:ssl3_read_bytes:tlsv1 alert decrypt error'

Cause

The error indicates a network configuration issue in the environment where the product is installed.

Solution

  1. Use Connection Verification Tool and check its output for errors.
  2. Allow outbound connection to these hostnames and IP addresses.
    Please note we continuously update and modify Acronis Data Centers infrastructure and thus IP addresses and FQDNs of  Acronis Data Centers may change. Even if you had configured a firewall before to allow access to Acronis hostnames/IP addresses, please check the list of ports and hostnames for possible changes: additional firewall configuration may be required
  3. Allow Acronis processes through your firewalls and antimalware software. Allow Acronis software through application control of your firewalls and antimalware software.
  4. Use OpenSSL and check its output for errors.