Cloud backup - Cannot open the encrypted stream
I've seen this issue mentioned a few times (https://forum.acronis.com/forum/100137), but never a solution.
I have windows 10 and Acronis True Image Cloud 2016, build 6569.
I have three encrypted cloud backups. I can recover files from all three, but one of them gives the 'cannot open the encrypted stream' error when attempting to perform a backup.
Any ideas?
My response from Acronis support:
"I have a clear understanding of the issue and would be glad to assist you.
A. The most probable cause of the issue could be that the Firewall or other security software is blocking the access to the Acronis Online Backup service. We need to set up the firewall or other security software to allow access to the hostnames and ports of the Acronis Online Backup service. . . . "
Really doesn't expain why 3 out of 4 of my cloud backups work properly. I find working with Acronis support rather irksome.
Joyce, as Bobbo has already commented, we have no access to information related to the Cloud service, however there are some KB documents that may help with regard to the advice you have already been given: 47141: Acronis Software: Allowing Acronis Products Through Firewalls - this shouldn't be a problem if you already have 3 out of 4 cloud backups working, but may be worth double-checking.
Next, 4350: Acronis Backup to Cloud Access Ports and Hostnames which gives a list of all Cloud ports etc where you may want to try using a different one to see if that makes a difference.
Finally, 47145: Acronis Cloud Connection Verification Tool which provides tools to check each of the Cloud servers from your computer system.
Thank-you for your feedback.
I ran the cloud connection verification tool. All connections good.
As part of my response to Acronis support, I ran my problem backup then ran a good backup before generating my system report.
Joyce,
You might try deleting the offending task from the task schedule. thern recreate that task anew for the backup and see if that helps. The link below will explain use of the Schedule Manager tool. You can delete individual tasks using the tool, tasks are listed in the tool by name so as long as you know the task name you should be able to delete it.
I recommend that you make a note of the task settings as they now appear in the offending task so that you can recreate it after deletion.
Hope this helps:
Joyce, are all of the encrypted cloud backups on the same system, or is the one failing backup unique to just that one system as well? I ask because I had issues with one of mine. It wasnt' this specific error, but the cloud backup would get to almost exactly 900Mb each time and then quit and start and go to 900Mb and repeat over and over again. It drove me nuts. In the end, it turned out to be a VSS issue on that system. Disabling VSS allowed the cloud backup to run to completion. I tried to no avail to repair VSS as I don't like having OS services not functioning. In the end, I could have lived with disabling VSS and letting things live as they were but decided to rebuild the OS from scratch and that did solve the issue. This was a relatively fresh Windows 10 install to begin with - maybe 5 months old. Somewhere along the line though, Windows got dorked up. Long story short, perhaps try a new task as Enchantech mentioned and see if it runs with that task. If not, try disabling VSS for your cloud task and see if that helps or not.
Thank-you for your inputs.
All of the encrypted cloud backups are on the same system. The error occurs (just one backup) for both scheduled or manualy initiated backup.
Looks like troubleshooting has to wait - I am one of many that can no longer log into my cloud account.
Case was escalated to the "Expert Team" today.
Still no response from "Expert Team".
Joyce, I'm PM'ing general manager Gaidar with this thread. I don't see why it would take this long to get back to you for an open support case - at least some contact should be forthcoming. To be sure though, please check through your email, to include spam and junk to make sure you didn't miss an email or something.
For the last two days, my tasks relative to the cloud backup has been in operative. I just waited thinking that the server was down. Now the 5 tasks that were cloud tasks has disappeared from the Acronis interface. The same number of script files are present in the C:\PROGRAMDATA\ACRONIS\TRUEIMAGE\SCRIPTS folder. Also when I open the Acronis interface, it prompts me for a password but the password turns out to be wrong because it will not pacify the box requesting password. I am somewhat lost and would like to have had the wisdom to not purchase this cloud service.
Now I keep an orange icon in the notification area that disappears when I right click it. I have implimented backups to my local drives with another image backup solution (EaseUS Work Station). After spending what I have spent on most all versions of ATI, I sometimes wonder if I am even sane
Gifford Tremblay
Gifford, did you ever contact technical support for your issue? You have access to full technical support during your Acronis subscription period.
Gifford, did you ever contact technical support for your issue? You have access to full technical support during your Acronis subscription period.
No I did not contact support on this issue. I posted to see if I could obtain some information relative to my problem and to record the fact that I am having this issue to potential buyers of ATI.
BTW I did not buy 99% percent of all the versions of ATI so I could keep in touch with support to try and be able to use what I paid for. I am about through with this dog and pony show
Respestfull
Gifford Tremblay
Gifford, completely up to you. You did pay for support when you purchased the Cloud version so it is available to you. I can't say what the issue is and the forum is users only (mostly - engineers pop in from time to time). Those of us with MVP badges are users too... for helping out we get some discounted licenses and the ability to test some beta software from time to time, but we're not employees and don't have access to resources like the technicials and support engineers do. We try to help where we can, but in such a case, the Cloud is outside of our ability to help in most instances so opening a support ticket is the best method for resolving your issue. Ultimately, this was Joyce's thread and would hate for it to be taken over by your issues.
Joyce, have you heard from anyone yet?
Gifford, completely up to you. You did pay for support when you purchased the Cloud version so it is available to you. I can't say what the issue is and the forum is users only (mostly - engineers pop in from time to time). Those of us with MVP badges are users too... for helping out we get some discounted licenses and the ability to test some beta software from time to time, but we're not employees and don't have access to resources like the technicials and support engineers do. We try to help where we can, but in such a case, the Cloud is outside of our ability to help in most instances so opening a support ticket is the best method for resolving your issue. Ultimately, this was Joyce's thread and would hate for it to be taken over by your issues.
Joyce, have you heard from anyone yet?
Bobbo
I did not intend to cast frustrations on the volunteers here on the forum. It was just overall frustration about the product. I went back and installed a C Drive Image on my computer and all was fixed after that was done. The tasks reappeared and the cloud was up and available. I want to thank you and people like you wh do a good service here on the forum.
One another hot topic or note, there is NO excuse for not being able to save your tasks and to be able to import into a clean install.
Thanks again Bobbo
Gifford Tremblay
Agreed and you're not the first to bring it up. Hoping we see it back in 2017. For now, a work-a-round is to save the scripts folder and copy and paste the tasks from it into the new scripts folder to recreate the tasks automatically. It certainly isn't a user friendly method, but it is a way of doing this until it's brought back into the application. As always, please submit the feedback through the app as well. The more users do that, the more likely Acronis developers will see the requests and make changes like this come to life in updates or future releases... sooner, rather than later.
Still no response from the "Expert Team" (for 'Cloud backup - Cannot open the encrypted stream').
I also PM'd Gaidar with my case number.
I've justed forwarded to Ekaterina, support engineer, as well. I don't know if they work weekends so I do hope you hear back by Monday for sure.
Joyce,
Sorry - I was travelling a few days and missed a few messages. Support team will reach out to you shortly.
Gaidar
Problem resolved by an Expert Support Engineer
The script for the backup in ' C:\ProgramData\Acronis\TrueImageHome\Scripts' was the problem.
1. There were 2 similar locations in this script:
<volumes_locations>
<volume_location device_instance_id="" uri="atis:///ob?backupName&dc=113" volume_id="0" />
<volume_location device_instance_id="" uri="atis:///ob?backuName&dc=0" volume_id="0" />
</volumes_locations>
I deleted the second '<volume-location' line
2. Encription info was in error. I used another backup script and replaced the bad line with the following:
<online_common_options account_password="THEPASSWORDHERE(AS A CODE)" account_username="E_MAILHERE" archiving_database="" computer_name="backupName" display_name="" encryption_algorithm="aes256" encryption_password="CODE_PASSWORDHERE" use_wan_optimizator="0" />
<online_backup check_after="false">
Hi Joyce,
Glad to hear it was finally resolved. Ekaterina is wonderful - it's just not always possible for her and others to be in the user forums so I do hope they get the support response time through the default ticketing system ironed out to avoid similar delays. The engineers do respond to PM's as well so it's a good fallback if standard tech support is not being responsive. If nothing else, it will alert the engineers to the support issue.
Take care!
Well - just ran into the same issue out of the blue. Found that the fix for Joyce resolved my issue too.
2. Encription info was in error. I used another backup script and replaced the bad line with the following:
<online_common_options account_password="THEPASSWORDHERE(AS A CODE)" account_username="E_MAILHERE" archiving_database="" computer_name="backupName" display_name="" encryption_algorithm="aes256" encryption_password="CODE_PASSWORDHERE" use_wan_optimizator="0" />
<online_backup check_after="false">
Bascially, the script showed no password (AES=none) when it should definitely have had it. I copied a similar line from another cloud backup to replace it and changed the name to what it is supposed to be and now it's backing up.
Rob, does make you wonder as to how / why the .TIS file should have lost the encryption information - sounds like a bug to me that this is possible unless there is some other security software involvement preventing updates to the file, but if this had been working fine previously, then there shouldn't need to be any changes in this area as once it is set it cannot be changed!
YUp. I was going to paste a screenshot from a local backup last night, but it was good to go! Between it and this issue, I had rebooted when a backup may have been occurring as I got the 2 minute warning that a backup was in progress and it did its thing before the system rebooted. After that I noted the red x for a user stopped backup on my cloud job and went to kick it off which led to the error. Something in the process seemed to remove the password info from the script, but no idea why. First time I've seen this happen, but something we can have other users check if they start getting this error at some point too. It helped I had 2 cloud backups using the same encryption key so I could copy out of the good one and paste it in. Otherwise, may have had to create a new test one in hopes it would have worked similarly.
I know this thread is quite old, but got exactly the same problem with ATI 2019. My cloud backup worked perfectly several days and suddenly stopped working with same error. Encryption was set to none in script. By replacing it as mentioned above, the backup worked again as expected. Thanks. A bit surprised that an old bug like this is still present.