Connection

Acronis Cyber Protect Home Office, Acronis True Image: troubleshooting issues with backup to Acronis Cloud

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:

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

Files

Using OpenSSL to troubleshoot connection issues caused by firewalls and DPI software

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. 
Acronis Cyber Protect: backup to Acronis Cloud storage fails with "Network connection failed due to timeout."
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.

Acronis Cyber Backup, Acronis Cyber Protect: backup or replication fails with "Network operation failed" error

Backup or replication to NAS fails with:

Network operation failed

Acronis Cyber Protect Cloud: Activity fails with "Failed to establish connection with cloud storage. Could not perform SSL_write() call"

Symptoms

Backup to Cloud storage fails with:

Failed to establish connection with cloud storage

Could not perform SSL_write() call

Acronis Cyber Protect Cloud: Activity fails with "Failed to connect to the Agent Core service on this machine"

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

Failed to connect to the Agent Core service on this machine

Acronis Cyber Protect Cloud, Acronis Cyber Backup: Activity fails with "Misc network error"

Symptoms

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

Misc network error

Firewall settings for Acronis products

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

Management Console of Acronis Backup & Recovery 10 Advanced Needs At Least 4 Parallel Connections to a Network Share

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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