62928: Acronis Cyber Protect Cloud, Acronis Cyber Backup: backup fails with "Could not connect"

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Last update: 29-04-2021

Symptoms

Backup or replication to Cloud Storage fails with the following error:

Could not connect: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond

 

Cause

Agent machine cannot reach registration server of Acronis Cloud due to network connection issues.

Solution

  1. Verify connection to Acronis servers with Connection Verification Tool: see this article for instructions. If any problems are detected, the tool will tell which ports need to be opened (the full list of required ports can be found here)
  2. Some firewall solutions 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. 

If Connection Verification Tool does not find any issues, collect System Report from the affected machine and the output of Connection Verification Tool, and contact Acronis Support with reference to this article.

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