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.