Bad Certificate Request
I have 2 tasks that will not back up to the cloud and render the "bad certificate request". I cannot delete these tasks from Acronis TI. I have gone on the cloud and removed the existing back ups relative to the 2 tasks. I want to delete the 2 tasks from TI and remake the tasks to see if I can get it to function.
Any help is appeciated
Gifford Tremblay
I too, am having the same problem!!
Been there...done that..... on workaround.
Updated my 'ticket' with that info, and was told:
"This time the error message is different related to cloud server. Developers knows about it. Please upload the newly created Online Backup folder from the location C:\Programdata\Acronis\TrueImageHome\ to the FTP link below:"
Are we performing ALPHA testing for this product release?
Joe, thanks for your update - interesting to learn that Acronis know of this new certificate issue - lets hope they fix it ASAP!
Steve thanks for your help. It did not work for me and I ended up uninstalling and reinstalling TI and ended right back where I started from and the same error. Since Acronis got into the cloud business, all has not been very smooth.
FYI, I got out of this mess by going to the cloud and removing all backups. Next I went to the Dashboard and deleted all tasks. Uninstalled Acronis and reinstalled and all seems good now. This was a big task taking into consideration of all the backups I had to delete and the uninstall and reinstall. Should have been a much better way.
Has anyone tried any of the other backup imaging programs ? I have tried EaseUS and it is very stable but lacks functionality compared to Acronis. There are many others out there and I don't want to do the skillet to the fire thing.
Thanks to Steve who tried to help
Gifford Tremblay
Gifford, sorry that you had to go to such lengths for a certificate issue - that should not be needed to do what you have had to do to resolve it.
I would recommend sending a PM to Gaidar as the General Manager, ATI about this and all the pain it has caused!
I have the problem as well.
I think going forward that performing updates on this software is not the way to go as that is when the problem occurred.
In reply to Steve thanks for your help. … by truwrikodrorow…
It compiles, lets ship it.
There cloud solution is just awful.
The certificate errors were coming from the servers, not our clients. I know this because
- The cloud backup from my phone started failing at the same time.
- They told me so (after the usual horsing around).
- They fixed it from their end.
- I got an email from someone up the food chain acknowledging that this type of thing (server problems) were scary and time consuming.
Just purchased product. Installed it. Can't do 1st back up to cloud. I have not done anything else with this product. It does not seem to work "out of the box".
ERROR: The last backup has failed. Bad certificate request. [It keeps trying on its own. ]
What to do if it is a problem on the Acronis server end?
Nothing fancy here.
I am also seeing the same backup failures due to "bad certificate request".
Running a MacBook Pro
I'm still in the trial period... I had high hopes for Acronis since it appears to be one of the few solutions which can do both local (disk/nas) backups and cloud backups. Local backups work *great*, but so far I have yet to have a single backup succeed to the US datacenter. I'm seeing the same "bad certificate request" as has been mentioned before. I tried deleting the backup so it doesn't keep retrying every minute and I get the same error message... then it deletes it anyway (after I hit ignore), but it reappears the next time I reload the client. I was able to successfully create a backup to the UK server, so I think whatever the issue is, it's specific to the US datacenter... one small issue, though... every time I try a restore from the UK backup I get yet another error... "An error occurred either during connection or on the server" whenever I hit the Restore tab for the UK cloud backup. Argh. This is not leaving me with the warm and fuzzies about their cloud backup service (and certainly a whole day outage is not a good first impression for someone who wants to purchase your product). Does Acronis have some sort of "server status" page with a list of known outages and estimated time to restoration? As I don't really have the time to deal with tier 1 tech support right now I'll just give them until tomorrow to get it fixed before I contact their support people and find out what's going on.
Leigh, WN143, William, welcome all to these User Forums.
This does sound to be an issue with the Acronis US Cloud server(s) and the more users who raise Support Cases about this, the more likely this will be raised to a higher priority and resolved.
There is no 'Server Status' webpage that I am aware of though this is another thing that has been requested many times by the users and MVP's!
With regard to the data centre you select for backups, then this should be one that is closest to you in geographic terms to keep the network path the shortest when transferring large volumes of data.
See KB 4350: Acronis Backup to Cloud access ports and hostnames along with
KB 59690: Acronis Backup Cloud: Speed Test utility and
KB 47145: Acronis Cloud Connection Verification Tool
Same issue here -- and I have created a support ticket for it.
I'd really like some indication that the company is aware of the problem and working to fix it -- some indication that this isn't standard behavior for the cloud side.. because, since yesterday, "bad certificate request" is all I've experienced. I recently purchased, so I've still not had a successful cloud backup.
Perhaps the issue is related to this Meltdown/Spectre stuff? If so, acknowledgement of that would actually make me somewhat relieved because it would point to this issue being an outcome of extenuating circumstances and tied to this specific moment in time -- possibly not predictive of future behavior.
Anyway, quite frustrated at the moment.
(edit: I initially thought all the messages in this thread were from the last couple days. Finding out that they are not is dismaying..)
I have asked Renata Gubaydullina | Product manager, Acronis True Image to have someone from Acronis to review this bad certificate situation and respond to this thread.
In reply to I have asked Renata… by truwrikodrorow…
Thanks Steve
Your mileage may vary;
I got it to work but you have to completely uninstall the application. All pieces must be gone including the reg keys and appdata, and the "install into" directory.
Then reinstall it. (What ever the latest version is, it's like Dirty Harry "Do you feel lucky punk?")
Sometimes the update of the moment will completely clean this out for you, sometimes it won't, you have to check.
Since I think the cloud solution is unreliable, I'm only doing local backups and taking the backup disk off site. Their cloud does not work for me as a safe backup recovery solution.
Have any posters here had a look at the Security Certificate for the failing backup tasks in this discussion? If you have can you confirm that the certificates have not expired?
To do the above use Windows Explorer to navigate to C:\ProgramData\Acronis\TrueImageHome\OnlineBackup. You will find a folder there with your registered Acronis account email address (this is how you are identified on the server). Click on that folder to view contents, now look for file Type - Security Certificate with a name in the following format:
client.BackupTaskName.crt
Double click on the file to open in an Certificate Information window, look at the Valid from date range to determine if the certificate has expired.
In reply to Have any posters here had a… by truwrikodrorow…
Hi Enchantech,
I navigated to that folder and, unfortunately, mine doesn't have any .crt files in it -- it only contains a few config xml files.
Thanks,
--Ross
In reply to Your mileage may vary; … by truwrikodrorow…
Thanks for the tips, I'll try this out in a bit.. just yesterday I did a reinstall to fix a different issue (though didn't clean out the reg keys, etc)
Ross,
I think the absence of any Security certificate for your cloud backup is very telling and is also the reason for the issue reported here.
I have reported this to Acronis Support.
In reply to Ross,… by truwrikodrorow…
Excellent -- thanks Enchantech
Hello everyone,
Thank you for reporting the issue! We have found and corrected it on our US datacenter.
Could you let me know if the backups are working now?
Thanks, Renata, for providing the update on this issue.
Yep, US cloud backups seem to be working now -- thanks!
That still doesn't work for me and it has been 2 months now. Do I really need to reinstall to get this to work now that the servers are patched?
Ron
Ron, welcome to these User Forums.
Please see the post from Enchantech earlier in this thread and check the validity of your certificate(s) in the way he suggested.
If you have a bad certificate then deleting (or moving) these files should cause the certificates to be recreated from the Cloud server without the need for a reinstall of the whole product.
The alternative here is to open a Support Case directly with Acronis and invoke their help with this issue.
In reply to That still doesn't work for… by truwrikodrorow…
I have have given up on Acronis cloud backups. I paid for 3tb of backup space and have never been able to use it do to cascading failure of their online product. I have requested refunds to no avail.
The product works very well for local backups to an external hard drive. I just sneaker net the backup drive off site. Not what I paid for but what are you going to do?
I am surprised though they allow this forum and haven't blocked me as of yet, since I have nothing but disdain for their cloud backup solution.
In reply to I have have given up on… by truwrikodrorow…
They did get is working for me, on US Servers.
I would pound hard on your support ticket.
Joe
My certificate is not expired, because I don't have one. I have tried stopping all services and programs and then restarting, I have also tried rebooting after everything is down. No sign of any certificate.
Regarding my support ticket: I already spent over three hours over three days trying to get a "Conflicting subscription" cleared, only to have it come back again. I don't have time to waste on this. Acronis TI.used to be a reliable product. Then, you had problems installing. And then, you couldn't even run it.
I tried stop all Acronis services and applications again. I renamed the user folder within the Acronis ProgramData folder, and then restarted things. Now, instead of getting an error when I try to back up, I get a message saying that "Sorry, the serial number couldn't be checked. Try again later. ..." This is two months later. I wasn't surprised to see the subscription conflict back because that was the error I had to clear to be able to see the error where I don't have a certificate. One Big Step Backwards. Foo !!
Ron
Ron, please send a message to Ekatarina and ask her to request your support case, serial number, subscription conflict issues be reviewed and actioned with some urgency. These are all issues beyond the scope of the user community that only Acronis can resolve for you.
I just ran True Image and my certificates appeared at that very moment. Progress!