70615: Acronis Cyber Protect Cloud: Agent update installation fails with "SSL peer certificate or SSH remote key was not OK"

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Operating Systems: 

    Last update: 11-11-2022


    • You are installing an update of Acronis Agent for Windows (Live update or manual update).
    • Installation fails with "SSL peer certificate or SSH remote key was not OK"



    The issue could be caused by one of the following:

    • Lack of "Let's Encrypt" certificates in the Windows Certificate store.
    • The certificate was added to "User Trusted Root" Certificates, while it should have been added to "Local Machine Trusted Root" Certificates.


    To solve the issue, the "Let's Encrypt" certificate should be installed on the system.

    Please do the following:

    1. The certificate can be found at https://dl.managed-protection.com/ 
    2. When you open it in Google Chrome or Microsoft Edge, click on the padlock icon to open the certificate;
    3. Click on details and then click copy to file;
    4. Click next on the wizard and then Select the default format of: DER encoded binary x.509 CER
    5. Save this file to the desktop or somewhere else.  
    6. Once saved go and click on the file and then click 'install certificate'.
    7. On the next screen select the option to install the certificate to the Local machine and complete the installation wizard.

    (!) Side note:

    Following option does not exist for Windows 2003 Server there the certificate should be copied after install from the personal certificate

    folder to the local machine certificate folder. Check on how-to fix: https://www.digicert.com/kb/move-certificate-to-another-certificate-stor...

        8. Choose the option "Place all certificates in the following store" and click on Browse

        9. Click on "Trusted Root Certification Authorities"

    After the installation of the certificate, the issue should be resolved.

    Alternatively, the certificates can be found at https://letsencrypt.org/certificates/ 

    More information

    If the issue persists, please contact Acronis Service Provider Support with reference to this KB article.