Web Restore


  1. You create a file-level backup to cloud. Some filenames in the backup contain non-ASCII characters like ä, ü, ó, ż, ę or others, Cyrillic letters, Japanese letters etc.
  2. You download the archive from the cloud.
  3. You unpack the archive.
  4. Filenames containing special characters are not displayed properly:


Decoding issue in Windows Explorer.


When trying to access Web Restore console with specific credentials you may receive an error message:

The server is not available at the moment. Please try again later.


Below are the steps to determine the most common issues for Web Restore access errors.

You have a backup of a machine with large disks (usually 1 TB and larger). When you go to Web Restore Console to browse the files on the disk, you see the error:

Server is not available at the moment.

This article describes how to use Web Restore to retrieve files or folders without using Acronis software.

Deleting an entire archive

  1. Connect to Management Console, and go to Backups tab, and then Locations

  2. Select the cloud storage from which you want to delete backups


You are logged in as partner administrator and attempt to download files for recovery:

  • Click Manage service of any customer
  • Go to Devices tab and press Recovery tab for any machine that has been backed up
  • Click More ways to recover -> Download files

A new browser page opens with the following error:

This page isn't working
<datacenter> redirected you too many times.



  1. You have a branded URL
  2. Login to Web Recovery console via branded link fails with "Whitelabel Error Page"


Currently Web Restore does not work with custom branded URLs.

This feature was implemented in Acronis Cyber Protect Cloud 22.03


  • You have backups in the Acronis Cloud storage
  • You are trying to delete or download data from Web Restore console: https://DC-cloud.acronis.com/wr/#/enterprise/dashboard 
  • Activity fails with “Internal server error. To resolve the error, contact support with the error details”:


Cloud quota has been exceeded or has expired.


When attempting to browse data using the Web Restore console, the user receives an error message stating that access is denied because "The user does not belong to the group ancestors":

As a result, the user is unable to reach the data they are attempting to access.

Web Recovery Console is a separate console of Acronis Cyber Protect Cloud that is hosted by a dedicated set of servers on Acronis premises and allows you to access cloud archives. Using this console, you can download files from cloud archives, check storage usage, delete archives or incomplete backups.