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:
- Restart the Acronis Agent Core Service (Win+R -> services.msc -> Acronis Agent Core service -> Restart service) and retry
- Run Connection Verification Tool and check its output for errors.
If the issue persists, collect the following information and contact Acronis support:
- Connection Verification Tool output
- OpenSSL output for eu-cloud.acronis.com on port 443
- Fresh system information report capture after the most recent error reproduction.