Symptoms

• Backup and other operations with Cloud storage fail with error: "Request to cloud storage ':80/api/1/rpc/' has failed with code '...'. This may happen due to a cloud service overload issue."

The error code varies depending on the cause, for example:
Request to cloud storage ':80/api/1/rpc/' has failed with code '503'.
OR
Request to cloud storage ':80/api/1/rpc/' has failed with code '404'.

Error code: 20250646
Fields: {"$module":"gtob_backup_command_addon_vsa64_29896","CommandID":"8F01AC13-F59E-4851-9204-DE1FD77E36B4"}
Message: TOL: Failed to execute the command. Backing up

Error code: 19333287
Fields: {"$module":"disk_bundle_vsa64_29896"}
Message: Failed to get the address of the registration server.
------------------------
Error code: 19333309
Fields: {"$module":"disk_bundle_vsa64_29896"}
Message: The request has failed. Status: '503'.
------------------------
Error code: 38207506
Fields: {"$module":"disk_bundle_vsa64_29896","status":503,"uri":":80/api/1/rpc/"}
Message: HTTP request failure for URL ":80/api/1/rpc/".
Server response code: "503 - Service Unavailable: This is mostly caused by service configuration errors which prevents the service from successful start up".
Server response message: {"domain":"AGENT_CORE","code":"NETWORK_UNAVAILABLE","debug":{"msg":"revproxy: external network is unavailable: read tcp 192.168.13.198:56552: An existing connection was forcibly closed by the remote host."}}

Cause

This is a generic error that appears in case of connectivity issues: Acronis agent requested a Cloud certificate and storage address from Platform, but received an error.

Troubleshooting

1. Open details of the error and check the latest frame: it contains more information about the root cause.

• In the example above, the issue is caused by network problems: "NETWORK_UNAVAILABLE", "An existing connection was forcibly closed by the remote host".
• Download Cloud Connection Verification Tool and use it to identify possible network issues.

2. To find out more information about the cause, open Aakore logs and find entries matching the time of backup failure.

Location of Aakore logs: %programdata%\Acronis\Agent\var\aakore\

• In the example above, the following is shown:

{"time":"2022-07-20T13:23:25.595+01:00","level":"warn" ,"msg":"external network is unavailable: read tcp 192.168.13.198:54330->45.11.129.39:443: wsarecv: An existing connection was forcibly closed by the remote host."}
{"time":"2022-07-20T13:23:25.698+01:00","level":"info" ,"msg":"external network is available"}

• You can see the exact affected ports and IP addresses. Make sure the port is open and IPs are whitelisted. 

• If you see the error "getting upstream token: the agent is not registered with an upstream server", refer to the KB 64703

3. Some firewall software may block the data upload even when the required ports are open. Check the firewall configuration and make sure upload to Acronis datacenters is not blocked. Access ports and hostnames for Acronis datacenters are listed here: Acronis Cyber Protect Cloud: access ports and hostnames

More information

If suggested steps did not help to resolve the issue, collect System Report from the affected machine and the output of Cloud Connection Verification Tool, and contact Acronis Support with reference to this article.