We don't yet have a dedicated article for the issue you are experiencing. Here are our suggestions for further troubleshooting.
Step 1: Use the latest build of the product
We always recommend using the latest build of our software. If there is any issue or inconvenience you have with Acronis software, it may already be fixed or improved in the latest build of the product.
If you don't know yet how to update your product, see this article for step-by-step guidance: Installation of the latest update of an Acronis product
Step 2: Check the list of known issues
An issue similar to yours can be listed and the provided solution might help even if the symptoms slightly differ:
Acronis Cyber Protect Cloud section (also applicable to Acronis Cyber Cloud, Acronis Backup Cloud)
Browse other sections.
Step 3: Collect diagnostic information
Since an error can stem from diverse combinations of factors, we will need diagnostic information from your environment for further investigation.
- Take one or more screenshots that clearly illustrate the problem (see this article for help).
- Copy the full error message.
- Collect Acronis 'System information' file. This file contains internal product logs, information about your environment and other relevant diagnostic information.
If you don't know how to collect this file, follow this article for Acronis Cyber Backup 12.5 and Acronis Cyber Protect 15, Acronis Cyber Protect Cloud or Acronis True Image. Our support specialists will help you, if you need assistance.
Step 4: Contact our support department
With information collected, please contact Acronis Customer Central. We will help you find a solution for your issue.
You can also ask our user community on the forum.