Cloud Backup Suddenly Stopped Working

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Posts: 3
Comments: 3

Windows 7, Acronis Backup & Recovery 11

Acronis had been running an incremental backup for a few years. It recently stopped with the following errors:

--------------------
Log Entry Details
--------------------
Type:          Error
Date and time: 6/14/2017 6:00:42 PM
Backup plan:   Cloud Backup
Task:          Incremental backup
Code:          20,250,685(0x135003D)
Module:        309
Owner:         
Message:       
  Command 'Backing up' has failed.
Additional info: 
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c94f4
Fields:  $module : service_process_vs
Message: Command 'Backing up' has failed.
--------------------
Error code: 1
Module: 100
LineInfo: 287e94d1217250a7
Fields:  IsReturnCode : 1, $module : disk_bundle_vs
Message: Failed to save the file.
--------------------
Error code: 1
Module: 100
LineInfo: 287e94d1217250a7
Fields:  $module : disk_bundle_vs
Message: Failed to save the file.
--------------------
Error code: 1040
Module: 152
LineInfo: fbcf2eeb5a0350ab
Fields:  $module : disk_bundle_vs
Message: Request result error.
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x0135003D+0x00640001+0x00640001+0x00980410

--------------------

I tried deleting the vault and reconfiguring it. I tried deleting all of the data in the vault. I've tried changing the VSS type and not using VSS. I've run disk scans, etc.

There is also an incremental backup running to a local disk. That continues to work fine.

Any helpful ideas? I've tried searching the forum, but none of those ideas have worked for me, though I haven't tried uninstalling Acronis or deactivating the cloud subscription.

Thank you,

James

 

 

Thu, 06/15/2017 - 13:47
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Posts: 250
Comments: 7092

Hello,

Thank you for your posting! I'd suggest starting the troubleshooting with checking the prerequisites:

1. Check license

Go to console->"Actions"->"Activate online backup subscription"->specify credentials to login to Acronis Online Backup Storage->Check subscription. 

2. Check certificate

Valid certificate should be downloaded:

  • Windows Vista/2008+: C:\ProgramData\Acronis\BackupAndRecovery\OnlineBackup\%email% 
  • Windows XP/2003: C:\Documents and Settings\AllUsers\ApplicationData\Acronis\BackupAndRecovery\OnlineBackup\%email% 

Re-creation of a certificate can also help to resolve the issue. To re-create a cert, you should rename or move the existing .crt-file and then start backup; a new certificate will be automatically saved to the folder.

3. Check ports

Required ports should be open: verify them with the Cloud Verification Tool (use  AcronisCloudUS2Check.exe).

Otherwise you can find in this KB article how to check ports manually.

If all steps above have been executed and issue still persists, contact Acronis support team for investigation. 

Thank you,

 

Fri, 07/21/2017 - 09:24
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