Attempt to log in on Account tab in Acronis True Image fails with the following error:
An error occurred while signing in. Please try again later.
When checking the log file C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console\ti_console.0.log
, error OpenSslErrorTextReason: certificate verify failed or 0x14090086 is found. Cause
Issue with SSL certificate on the computer, particularly, with root certification authority certificate.
Please note that if you do not see the errors listed in the "Symptoms" section in the log C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console\ti_console.0.log, this article is NOT applicable. Follow the troubleshooting steps at
This issue has been fixed in Acronis True Image 2020 Update 3 (Build 25700), please
update to the latest build.
To work around the issue without installing the latest build, reinstall security certificate.
How to reinstall security certificate: click to expand
Reproduce the issue with signing in.
Open the main GUI log file C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console\ti_console.0.log in a text editor, e.g. Notepad, and search for “OpenSslErrorTextReason: certificate verify failed” (without quotes) and for “0x14090086” (without quotes, too).
If either “OpenSslErrorTextReason: certificate verify failed” (without quotes) or “0x14090086” (without quotes, too) is found, re-import the certificate to resolve the issue:
Export certificate “Go Daddy Root Certificate Authority - G2” : press
Win+R -> type -> go to certmgr.msc Trusted Root Certification Authorities -> Certificates -> select Go Daddy Root Certificate Authority - G2 in the certificate list on the right, right-click on it and select All tasks - Export -> follow the Export wizard. Note where the certificate was exported, you will need it later.
Remove all certificates “Go Daddy Root Certificate Authority - G2” from the system (right-click on certificate and select Delete). Check other categories, like “Intermediate Root Certification Authorities” and “Third-Party Root Certification Authorities” and delete the certificate there, if found. Install exported certificate “Go Daddy Root Certificate Authority - G2”: double click on
.cer certificate file exported at the first step -> click Install certificate. In Store location, choose Local machine. After that step, use default options during installation.
Alternatively, download and import the certificate from https://certs.godaddy.com/repository. Find it under "GoDaddy Certificate Chain - G2" - "GoDaddy Class 2 Certification Authority Root Certificate - G2". Direct download link: https://ssl-ccp.godaddy.com/repository/gdroot-g2.crt (right-click the link, select "Save as", make sure the resulting file has .crt file name extension). Double-click the downloaded file with .crt file name extension, click "Open", then "Install Certificate" button. Click "Local Machine", "Next", "Next", "Finish".