70947: Acronis Cyber Protect: Backup and other operations fail with "Request to cloud storage ':80/api/1/rpc/' has failed"

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Last update: 20-01-2023

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'.

 

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.

 

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