65531: Acronis Cyber Protect Cloud, Acronis Cyber Backup 12.5: Backup fails with AGENT_CORE error "A socket operation was attempted to an unreachable network"

    Last update: Tue, 2020-09-01 05:41

    Symptoms

    Backup or another activity fails with the following error:

     {"domain":"AGENT_CORE","code":"INTERNAL_ERROR","debug":{"msg":"Post https://dc-cloud.acronis.com/bc/idp/token: dial tcp x.x.x.x:443: connectex: A socket operation was attempted to an unreachable network."}}"

    Cause

    Network issues. Exact cause requires investigation.

    Troubleshooting

    1. This error often indicates problems with network interface controller (NIC): make sure that it is functioning correctly and the network is available;
    2. Run Connection Verification Tool on affected agent machine and check that all required ports are open: see Acronis Cyber Protect Cloud and Acronis Cyber Backup 12/12.5: Connection Verification Tool

    Collect information

    If suggested steps did not help resolve the issue, collect the following information and contact Acronis Customer Central:

    1. Output of Connection Verification Tool (take a screenshot with the result of the connection check or save the results to a text file)
    2. System report from the affected agent machine:

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