65525: Acronis Cyber Protect Cloud: Backup fails with 'Request canceled while waiting for connection'

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Last update: Tue, 2020-10-13 12:41

Symptoms

Backup fails with:

Error code: 38207511
Fields: {"$module":"service_process_vsa64_23094","status":500}
Message: {"domain":"AGENT_CORE","code":"INTERNAL_ERROR","debug":{"msg":"Post https://eu-cloud.acronis.com/bc/idp/token: net/http: request canceled while waiting for connection (Client.Timeout exceeded while awaiting headers)"}}

Cause

The error message can be related to a failed network connection on port 443.

Troubleshooting

Verify the connection:

  1. Restart the Acronis Agent Core Service (Win+R -> services.msc -> Acronis Agent Core service -> Restart service) and retry
  2. Run Connection Verification Tool and check its output for errors.

If the issue persists, collect the following information and contact Acronis support:

  1. Connection Verification Tool output
  2. OpenSSL output for us-cloud.acronis.com on port 443
  3. Fresh system information report capture after the most recent error reproduction.

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