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:
- Logs of server where console is installed. (C:\ProgramData\Acronis\ASPDE\Logs)
- Console message output
- 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
- PCAP log if archive or SQL database reside on remote machine.
With the information collected contact contact Acronis Support