When setting up recovery to the original location on a network share, explicitly specify the access credentials

Incorrect user name and password for the target machine have been specified

Launching Acronis Backup & Recovery 11 Standalone or pressing "Manage this machine" button asks for credentials when connected to the machine via RDP. This is normal behavior

Quick solution

First steps:

  1. Create a new test backup task
  2. Check if NAS can be accessed in Windows Explorer
  3. Try copying a file from Windows to the folder for backups on NAS

If the issue persists, try re-establishing connection to NAS:

You can boot the machine from Acronis Bootable Media and manage it locally or remotely

Make sure you have ports 9876 and 25001 open

This article applies to:

  • Acronis Backup Advanced 11.5 (Acronis Backup & Recovery 11.5)
  • Acronis Backup & Recovery 11



  1. You start remote installation of Acronis components.
  2. Installation fails with the following error messages:

    Failed to get information about remote machine

    Failed to connect to the service

    Failed to connect to Windows service

Create two separate tasks if you are planning to back up local and network folders

A single-pass backup of an SQL instance will fail if the user does not have enough privileges to back up SQL databases

Provide credentials of the user that has access to the network share on the Agent machine


1.You select a mapped public network share as a backup destination

2. Acronis True Image requests credentials for accessing public network share


Issue in the product

If there is an issue with backing up to NAS, provide access credentials


I want to configure the access during installation of Management Service, Host Agent and Management Console components using best practices to avoid any access related issues in the future with Acronis Manager Datacenter. How do I do that?


Management Service Setup

1. Select the user that will run the Management Service:

Applicable to: 

  • Acronis Cyber Cloud module for WHMCS v2.0

There are two activation methods supported in Acronis Cyber Cloud module for WHMCS:

If you need to change the account used by Acronis to log in to vCenter or ESX(i) host in version 5 and 6:

1. You use Interner Explorer 11 and log in to backup console via Sign in as current Windows user

2. After logging out, you attempt to log in to backup console via Enter user name and password. You receive an error:User name or password is incorrect

When backing up a network shared folder you get 'The credentials for network share are incorrect' error, even though you are able to access this share in Windows File Explorer using the same credentials.

You start Acronis True Image and provide credentials to your Acronis account.

Signing in fails with this error:

An error occurred while signing in. Please try again later.

You are backing up an entire machine with the Application-aware backup option enabled. You have selected SQL, Exchange, or both.

After some time, you change the password for the user that has been specified during activation of the feature.

The backup starts failing with the following error message:

Logging on with the specified credentials is impossible, probably because the account does not exist or the password is invalid.


You try to access the backup console by entering the login page address into the web browser address bar or by clicking on Acronis Cyber Backup shortcut.

After you specify the required credentials, web browser does not connect to Management Console. Possible errors are: