Web Restore

Acronis True Image: Filenames containing non-ASCII characters are not displayed correctly after download from Cloud

Symptoms

  1. You create a file-level backup to cloud. Some filenames in the backup contain non-ASCII characters like ä, ü, ó, ż, ę or others, Cyrillic letters, Japanese letters etc.
  2. You download the archive from the cloud.
  3. You unpack the archive.
  4. Filenames containing special characters are not displayed properly:

Cause

Decoding issue in Windows Explorer.

Acronis Cyber Protect Cloud: Web Restore access failure

Symptoms

When trying to access Web Restore console with specific credentials you may receive an error message:

The server is not available at the moment. Please try again later.

Troubleshooting

Below are the steps to determine the most common issues for Web Restore access errors.

Acronis Cyber Protect Cloud: browsing a 1TB+ GPT partition in cloud backup fails with "Server is not available at the moment"

You have a backup of a machine with large disks (usually 1 TB and larger). When you go to Web Restore Console to browse the files on the disk, you see the error:

Server is not available at the moment.

Acronis Cyber Protect, Acronis Cyber Backup: How to Restore Files and Folders from Cloud (Web Restore)

This article describes how to use Web Restore to retrieve files or folders without using Acronis software.

Acronis Cyber Protect: how to delete backups from Cloud Storage

Deleting an entire archive

  1. Connect to Management Console, and go to Backups tab, and then Locations

  2. Select the cloud storage from which you want to delete backups

Acronis Cyber Protect Cloud: Attempt to download files via "More ways to recover" fails with ERR_TOO_MANY_REDIRECTS

Symptoms

You are logged in as partner administrator and attempt to download files for recovery:

  • Click Manage service of any customer
  • Go to Devices tab and press Recovery tab for any machine that has been backed up
  • Click More ways to recover -> Download files

A new browser page opens with the following error:

This page isn't working
<datacenter> redirected you too many times.

ERR_TOO_MANY_REDIRECTS

Acronis Cyber Protect Cloud: Login to Web Restore console fails with "Whitelabel Error Page"

Symptoms

  1. You have a branded URL
  2. Login to Web Recovery console via branded link fails with "Whitelabel Error Page"

Cause

Currently Web Restore does not work with custom branded URLs.

This feature was implemented in Acronis Cyber Protect Cloud 22.03

Acronis Cyber Protect, Acronis Cyber Backup: “Internal Server Error” appears by attempt to delete or download archive from Web Restore

Symptoms

  • You have backups in the Acronis Cloud storage
  • You are trying to delete or download data from Web Restore console: https://DC-cloud.acronis.com/wr/#/enterprise/dashboard 
  • Activity fails with “Internal server error. To resolve the error, contact support with the error details”:

Cause

Cloud quota has been exceeded or has expired.

Acronis Cyber Protect Cloud: Error "The user does not belong to the group ancestors" While Browsing the Data in Web Restore

Symptoms

When attempting to browse data using the Web Restore console, the user receives an error message stating that access is denied because "The user does not belong to the group ancestors":

As a result, the user is unable to reach the data they are attempting to access.

Acronis Cyber Protect Cloud: Web Restore or Web Recovery Console

Web Recovery Console is a separate console of Acronis Cyber Protect Cloud that is hosted by a dedicated set of servers on Acronis premises and allows you to access cloud archives. Using this console, you can download files from cloud archives, check storage usage, delete archives or incomplete backups.