Symptoms

• Backup activity fails with the error message "Failed to verify the TLS/SSL certificate while connecting to the cloud".

Cause

The root CA certificate of cloud.acronis.com was updated from Go Daddy Root Certificate Authority - G2 to DigiCert Global Root CA.

If DigiCert Global Root CA is missing from Operating System certificate store, the error 'certificate signed by unknown authority' is returned by the agent.

Solution

1. Download the certificate DigiCert Global Root CA from here.

2. Once the certificate is saved, right-click on the file and then click 'Install certificate'.

3. On the next screen, select the option to install the certificate on the Local machine and complete the installation wizard.

On older versions of Windows e.g. Windows Server 2003: click to expand

The installation wizard does not allow users to select store location 'Local Machine' to install the certificate system-wide.

• In such cases, it is required to follow the instructions from the following TechNet article: In this article please follow the steps from the sections To add a Certificates console to MMC and To import a certificate.
• When adding certificates console please make sure to select "Computer account". Then import DigiCert Global Root CA downloaded in step #1.

• After the certificate is imported the error message "Failed to verify the TLS/SSL certificate while connecting to the cloud" will be fixed.