Connection

Introduction

This article provides troubleshooting steps for issues with backup to Acronis Cloud storage using Acronis True Image and Acronis Cyber Protect Home Office

Symptoms

1. Backup to Acronis Cloud fails.

2. When you click on the red X or || icon to see details, one of the following messages is shown:

If you are using Acronis Backup 12.5, Acronis Cyber Protect 15 or Acronis Backup Cloud, please refer to this article.

Files

Use cases

  1. Your company's network has tight security, that incorporates firewalls or deep packet inspection software which interferes only with encrypted traffic. In this case, Acronis Connection Verification Tool will report the connection to be successful, yet the backup will fail. Once an unknown certificate is present in the chain, Acronis Storage rejects the connection.
  2. On MacOS, there is no Acronis Connection Verification Tool yet. OpenSSL can be used as a replacement for it.
  3. License sync with Acronis Account fails. 
This article is for Acronis Cyber Backup 12.5, Acronis Cyber Protect 15 and Acronis Cyber Cloud. If you are using Acronis True Image see this article instead.

Symptoms

Backup to Acronis Cloud fails with message:

Network connection failed due to timeout.

Symptoms

Backup to Cloud storage fails with:

Failed to establish connection with cloud storage

Could not perform SSL_write() call

Activity (refreshing location, deleting archives, etc.) finishes with error:

Failed to connect to the Agent Core service on this machine

Symptoms

Backup, replication or a different activity fails with the following error:

Misc network error

To let Acronis products operate properly in the network, you need to open specific ports in Firewall settings.

At least 4 parallel connections should be allowed to a network share to let Acronis Backup & Recovery 10 Advanced save a backup archive to the network share

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