cant access cloud, error 0x01900009+0x01900001

Hi Alan

This is a user forum, it is not manned by Acronis staff. So we know no more than you do about the status of the Acronis servers.

Some months back there were issues with an Acronis server in USA - my recollection was that is was misconfigured.

It is possible that there could be issues with one or more UK servers, but as I use Australian server I would not know.

The first thing I would do is to test the cloud connection - you need to know which UK server (if there are multiple ones) that you use. (I am assuming that you are using UK server - if you have been using Acronis cloud for a long time there may not have been UK server when you started using it, so you would have a non-UK default.)

I suggest running the Acronis Cloud Connection Verification Tool to check you connection. KB 47145 does not refer to ATI 2018 (only 2017 or earlier). 

Ian

OK thanks, I'll do that. Interestingly overnight backup worked, but still issues with configuration and restore.

Cheers,
Alan

Alan, just a FYI, I am also here in the UK and am doing a daily backup to the London Cloud server which has been running with no issues for the last several months or more.

If you are still having a problem, then it would help to have some more details of exactly what you are doing, what steps you are following, and what error messages are posted in the backup task log.  Please download a copy of the MVP Log Viewer tool from the Community Tools link to get easy access to the log files.

Thanks Steve.  There is something odd with my account, and I've managed to find the support pages and raise a ticket.  I think I first installed about 30 days ago; I paid for the full program and storage a couple of weeks after that but I'm wondering if part of the system thinks I'm still on the free account and has expired.  Even though I've set the UK server, when going through the web interface to restore it directs me to a US server.

Cheers
Alan

Alan, what do you see on your ATI GUI > Account page for your subscription status, as that should show that you have a valid subscription along with showing the date the subscription ends?

Then, for your backup task, if you open the Options pages, then the Advanced page tab, what is shown for the backup target Data Centre location?  This cannot be changed after the task has run but it should show you what server is being used for the backup?

Update: After just trying to open the Options page for my own Cloud backup, I am now seeing what looks to be the same error for the London server!

As can be seen from the 'Last backup:' information, this worked fine under 2 hours ago!  And I obviously do have an Internet connection that is working in order to post this update, so looks like there is a server issue here!

Cloud verification tool to the London EU3 servers shows all Success!

Hi Steve

Yes that is exactly the same error message I see.  The backup still works, just "Options" is unavailable with that error, and "Recover" tab at the top gives 4 error codes in that dialogue.

More information about this error and solutions may be available online in the Acronis Knowledge Base.
To access the online resource manually, enter the event code at: http://kb.acronis.com/errorcode/
Event code: 0x006400CB+0x0064026F+0x01900009+0x01900001

The other oddity with my account is that on the destination it shows that I still have 1TB out of 1TB cloud space left, whereas I've used 12GB and before I upgraded from the trial I'm sure this was correctly saying 0.98TB (or 978GB, can't remember exactly what)

Account info in the GUI correctly shows active until 23/03/2019.

Oh, and finally, the log viewer does confirm backups are working correctly.  These UI errors are not being logged. (Nothing I can see in windows event viewer either)

Thanks again for your interest in my problem

Alan, I can confirm that Cloud backups are working despite the issue with trying to open the Options or view the Recovery pages which give me the same error as you.

At this point, all I can suggest is to direct the Acronis Support folks to this forum topic when they respond to your Support Ticket, so that they can see that you are not the only user seeing / reporting this same issue.

I will drop a private message to Ekaterina (Forum moderator) and ask her to check for your support ticket and review this topic too.  Please post your support ticket number for reference.

Thanks for that Steve. I've updated my ticket (case # 03323075 )

(It's quite hard to find that section of the website so I've bookmarked it.  Just going into Acronis.com and choosing "my account" doesn't cut the mustard, nor does Support!)

Thanks Alan, did you take a read of the Useful Links > How to get support? KB document shown on the forum pages (on the right if your screen is wide enough)?

I have sent a note to Ekaterina about this topic and issue too.

Thanks, sorry hadn't noticed that link all the way over there, my browser window was too small.  I'll have a good read now. Thanks for alerting the mods

More information:  Error information for this Cloud error is found in the ti_console log rather than in the backup task ti_demon log.

For me the ti_console log shows the following errors:

09/04/2018 12:33:03 :327  +00:00 6244 I00000000: License activator. License activated
09/04/2018 12:33:10 :438  +00:00 8712 E0098033D: Error 0x98033d: Failed to retrieve the backup list from Acronis Cloud.
| trace level: error
| line: 0x902d1a812521ebd0
| file: c:\bs_hudson\workspace\245\products\as\client\domain_model\impl\utils.cpp:545
| function: AStorage::GetStorageBoxesList
| line: 0x902d1a812521ebd0; c:\bs_hudson\workspace\245\products\as\client\domain_model\impl\utils.cpp:545; AStorage::GetStorageBoxesList
| $module: ti_managers_vs_10640
|
| error 0x980352: Failed to get the account information from database. Check if the account is registered and set up correctly.
| line: 0x6b2e054c8244345b
| file: c:\bs_hudson\workspace\245\products\as\client\registration\impl\reg_server_handler_impl.cpp:404
| function: AStorage::RegServerHandlerImpl::Execute
| line: 0x6b2e054c8244345b; c:\bs_hudson\workspace\245\products\as\client\registration\impl\reg_server_handler_impl.cpp:404; AStorage::RegServerHandlerImpl::Execute
| $module: ti_managers_vs_10640
|
| error 0x50: Database query 'SELECT quota FROM Accounts WHERE user = %0q' return null.
| line: 0x6b2e054c82443453
| file: c:\bs_hudson\workspace\245\products\as\client\registration\impl\reg_server_handler_impl.cpp:396
| function: AStorage::RegServerHandlerImpl::Execute
| line: 0x6b2e054c82443453; c:\bs_hudson\workspace\245\products\as\client\registration\impl\reg_server_handler_impl.cpp:396; AStorage::RegServerHandlerImpl::Execute
| RequestXml: CreateAccountCertificate ZD9tKRX7YerMHWtR/ns9c9+ld4Qmuz2j1TIHxpeYAcJ8zVeRbPrY+5Pj4geaw7F1Zl8iQOWmFIxd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=
MIICaTCCAVECAQAwJDEiMCAGCSqGSIb3DQEJARYTZHJveWxzQG50bHdvcmxkLmNvbTCCASIw
| DQYJKoZIhvcNAQEBBQADggEPADCCAQoCggEBAKC2SQY2/b7c0XdRvISrpTRYNMavplVx8bLn
| OWUsno0AzkYcp8B/PnlhiaKk5yV11dxvR1387QBiFXJmX1wS3cuj3+2bC7zBTUUY5F0vGaRe
| 03JgYaf9bkQuT2dt2KnKVuAmwcvd6KrnU3yaa7t+sYSmoyF8cn4HLzH/vGyk2Xv2l/Z+Bksv
| vnTlB2GjnyIplgVOafYhRg+IELyc6UwR8KQSAKTD9LQzCYHazuSBCTb+hUvz2ODkVIBFENTj
| EBlrQUMPjIRsnOp9ZEiZdwXwWJR/T7LBJAarULvsZ/rjTtwlXGWa1ep0NRisASVv3kBaB6cq
| YbuQU7uCJFZWVuEdOQMCAwEAAaAAMA0GCSqGSIb3DQEBBAUAA4IBAQAu/yEiFGeUM+CMfMVz
| oIwbE2ZZjHc4U3rKuwAgcIbAl+tPWfuWU1awvWwiTrH+heRv5ublu+v7Sg6JPzWG44Sl7Mi0
| yn5sm472xXeVaVtwaeitRYPGE9uvd3FJYLYuto7UQqSNqE3G0fmsFtRiRzlgVLE4aHvxQxN9
| AW415K0EVL/gpimN+yU9nnWiQm+EzhmBoiyWodVsG/rhA6QR5tJ4BuO+ZQRH8Cn/vWhBOa6g
| AjFOoFzI/ZtHbKWahwbT2o8l2UPb3u+sNO/8ypeeDByhNONX+V583xh7yL3AXlqBwP/kXwML
| +GJP7pSJs7ntF9D2APzFq0wOXWb9bf/uaBbh
|
| ResponseXml: faultCode 80 faultString Database query 'SELECT quota FROM Accounts WHERE user = %0q' return null.
| $module: ti_managers_vs_10640

followed by the same errors being repeated over...  copy of the full ti_console.0.log file attached.

ah yes, newest errors here:

09/04/18 15:55:05: 00 2712 E01900009: Error 0x1900009: An error occurred either during connection or on the server. Check your Internet connection, or try to sign out, restart the program and sign in again.
09/04/18 15:55:08: 00 2712 E006400CB: Error 0x6400cb: An error occurred either during connection or on the server. Check your Internet connection, or try to sign out, restart the program and sign in again.
 

I have done a full reboot of my laptop and still see the same error so signing out, restarting the program doesn't make any difference in my case.

Same here, reboot didn't help either.

Hi all!, I´ve found today exactly the same problem: my backups runs Ok, but if I try to recover a backup I receive the same error message tan you. If I get into the cloud, I can recover my phone backups but my pc backup appear to be completely empty

Salazar, welcome to these User Forums.  Thank you for reporting that you are seeing the same issue as reported in this topic.

I have asked Renata Gubaydullina | Product manager, Acronis True Image to review this topic and get the Acronis Cloud support team involved.

Hello everyone,

We have found the issue with the accounts and fixed them manually for salazar@micral.ne and AlanS.

Please, check whether the Options menu works now.

Renata, please can you check my Account too as I am seeing this same error, plus when trying to create a new Cloud backup, I am being defaulted to France instead of the UK, and there is no option for the UK being offered in the list of possible Data Centre choices!

Hi Renata, I confirm that my account is now fixed thanks.

Regards,
Alan