This article describes what to check first when facing connection or authentication problems during site/document recovery in Acronis SharePoint Explorer

Introduction

There are several known issues:

When original SharePoint farm where the content database was created had a different administrator user:
Extraction to a Functioning Site or in SharePoint Content Migration Package Format Fails if the User Does Not Have Access to the Source Site

When operating Acronis SharePoint Explorer on MS Windows SBS: 
Enabling MS SQL sysadmin Role on Windows SBS

When extracting data using console started on a remote machine (not on agent machine):
Prompts for Credentials when Extracting Data in SharePoint Content Deployment format to the Local Folder if the Console Is Started on a Remote Machine

Collecting information

In case none of the above was helpfull, collect following information and escalate the case:

1. Logs of server where console is installed. (C:\ProgramData\Acronis\ASPDE\Logs)
2. Console message output
3. Collect System Report from the machine in question: see instruction for Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility
4. PCAP log if archive or SQL database reside on remote machine.

With the information collected contact contact Acronis Support