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FTP Server connexion failed whit HP Elitebook 850 G3

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Hi ! I'm new here.

I have a problem with Acronis 2016 on my HP Elitebook 850 G3. (I have the full version of Acronis 2016)

I'm trying to restore a backup on this laptop but when i'm trying to connect to the FTP server to research the backup, it says : connection failed, Verify your username and password (IP adresse, ftp port, username and password are correct)

This problem happens only with HP Elitebook 850 G3 serie. I tried with others laptops and desktops pc and it works.

So the problem doesn't come from the username and password or whatever it says.

I want to know if a solution exists, please.

Thanks for your answers.

Alex

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Alex, welcome to these user forums.

Please see KB documents: 
58000: Acronis True Image 2016: Troubleshooting Issues with NAS Devices  
58004: Acronis True Image 2016: Troubleshooting Issues Related to NAS Credentials  
45527: Acronis True Image: Troubleshooting Network Connection Issues  
2465: FTP Log

The second document will show you how to reset the FTP credentials on your HP laptop.

http://store.hp.com/wcsstore/hpusstore/pdf/EliteBook_850_G3_Datasheet.p…

Intel® Ethernet Connection I219-V 10/100/1000 (with Intel® i3-6100U, i5-6200U, and i7-6500U); Intel® Ethernet Connection I219-LM 10/100/1000 (with Intel® i5-6300U and i7-6600U)

Which NIC do you have?  You might want to try creating WinPE rescue media using Windows 10 ADK.  Just download and install the ADK (linked below in this post), then run the rescue media builder in Acronis and select WinPE instead.  You can install Windows 10 ADK even if running OS as Win 7, 8, 8.1 or an earlier version of Windows 10.  

 

Hello,

First, thanks for your reply guys !

Steve Smith I saw these links but it doesn't really help, but thank you. I use an AD account when I connect to the FTP server, so I have all rights. It doesn't come from the credentials. And it works with others PC so why it doesn't work with this one ? I don't know, that's what I'm trying to understand.

Bobbo_3C0X1 My NIC is an Intel® Ethernet Connection I219-LM. I restored the PC with an USB key : I connected to the FTP server and I copy & paste on the USB key. I put the USB key on the HP and restored from the USB key. It works, but it's not really a solution. My connexion worked before and after the restoration, so the problem doesn't come from the connexion, but thanks for your help by the way.

If there is another solution, let me know.

Thank you ! :)

Alex

PS : My boss really wants to do these restorations with the FTP server, not with the USB key and he says "Try to find a solution if it exists, otherwise, it doesn't matter for the moment." So if there is no solution, he will understand.

Hi Alexsander,

That's why I was advising to try the Acronis WinPE media instead of LInux media - it should have better network support (drivers) for that particular NIC than the default Linux bootable media and/or if it still didn't detect it after creating default Windows PE recovery, you can then inject drivers into the WinPE media to make it work.

Alternatively, in cases where newer hardware has outpaced the Acronis LInux recovery media's drivers, I have a couuple of USB 3.0 to Gb ethternet adapter as it uses an older, supported NIC driver that works with the default Linux recovery media.  It can also be attached when needed to any system (desktop, laptop, Surface Pro, etc) and be used to connect to network shares/FTP in order to to retrieve remote backup files or create remote backups.

Hello ! I'm back... and I have some feedback...

Bobbo_3C0X1 Thanks for your solution: I tried and it didn't work... But it's ok, that's not the biggest problem

The biggest problem is that I can't use Acronis anymore... why ?! It doesn't work on any PC now :(

(when I say "it doesn't work", i mean it's the same problem than before : I can't access the FTP server)

If you have a solution thank you !

Alex

Steve Smith wrote:

Alex, welcome to these user forums.

Please see KB documents: 
58000: Acronis True Image 2016: Troubleshooting Issues with NAS Devices  
58004: Acronis True Image 2016: Troubleshooting Issues Related to NAS Credentials  
45527: Acronis True Image: Troubleshooting Network Connection Issues  
2465: FTP Log

The second document will show you how to reset the FTP credentials on your HP laptop.

But there is some information - the information displayed in the "My FTP connections" - that is stored somewhere else - somewhere other than the registry records mentioned in that second document.  I can't prove it, but I think this other information can interfere with setting up a new connection .  If I ever find that other location I'll post it here.

Let's rule out Acronis first.  If you use the winPE recovery media, can you connect to your FTP share?   IF not, then it's most likely your FTP share or credentials.  You don't even have to use Acronis to test.  Just create the WinPE in Acronis so that you have working and bootable WinPE.  When you boot into the recovery media and the Acronis windows shows up, minimize it.  Behind that, is a command prompt.  Now, you're just dealing with straight up Windows ADK / WinPE

First, ping your NAS device - do you get a response?  

ping <enter your NAS IP address> <enter>

If not, type

ipconfig /all <enter>   does it show you have an IP address on your network?  If not, you don't have the correct NIC drivers or are not getting an IP address from your router.  Assuming you are, type: 

FTP <enter>

open

To:  <enter your FTP IP address or hostname> <enter>

User:  <enter your username> <enter>

Password:  <enter your password> <enter>

you should see something like "230 Login successful."

ftp>_

If you're connected there, you should be able to use FTP in Acronis WinPE.  If you're not able to connect, you have other FTP issues which will be present in Windows too.  Acronis doesn't hold FTP credentials anywhere else (that I'm aware of). However, Windows might be locked onto a session.  I have had to turn FTP off/on on my NAS a few times (WD MyCloud 4 - it's not the best NAS).  I've also had to go back into Windows File Explorer and reconnect, making sure to use 

FTP://username@NASIP  (enter your actual NAS username and the IP address of the NAS)

before a proper FTP login windows in Windows would pop up.

Also, if you clear the FTP settings in the REGISTRY, but keep Acronis open, you need to close ACronis down and restart it before that change takes effect as well. 

Hello,

Patrick O'Keefe Thanks in advance if you find something that can help.

Bobbo_3C0X1 I tried what you said but I can't ping the NAS when I boot whit Acronis Win PE. I wrote "ipconfig /all" and I haven't an IP. But when I boot the PC, the router gives me an IP adresse and I can ping the FTP server. I looked at my NIC and it's up to date. I didn't tried the rest cause I can't.

Thank you if you find a solution !

Alex

Aleksander - if you can't ping, either your NIC is not activated (missing drivers), or your router is not handing out an IP for some reason.  You are doing this with a wired network cable, correct?  Wireless is not going to work as it is not natively supported in WinPE.

What version of the Windows ADK do you have installed?  The latest Windows 10ADK should help out (most likely) as it has the best driver support out of the box. However, there are some third party NIC's that Windows doesn't detect automatically either (for instance, I have a KillerEthernet 2200 and have to inject the drivers in WinPE, but yet, the default Linux media finds this by default).  

Try installing the latest Windows 10 ADK - this can be installed on Win 7, 8, 8.1 and 10 and recreating the WinPE and testing to make sure you can ping first.  If not, you'll need to identify your NIC and grab drivers and inject them with someting like DISMGUI unless you want to use ADK command line (DISMGUI makes this easier).

 

There are reports of bad drivers for Intel's I219-LM NIC on the web.  Acronis may have incorporated one of those bad drivers.  I don't know how often Microsoft updates the 10ADK, but the latest on may have a good driver.

By the way, many of the problems with the Intel I219-LM NIC that I saw on the web had to do with DHCP.  You might be able to circumvent the problem by setting a static IP address.  Just make sure you are setting an address and mask appropriate for your local network.   At the very least it would be worth trying just to narrow the list of possible problems.

Hello !

Thanks both for your help.

I just have to say something : I don't have a HP Elitebook 850 G3 at this moment cause maybe my boss won't buy them anymore, I don't know. So I can't do the tests and I don't know if he will buy another one only for the tests.

So I'm gonna answer you directly when I'll have one of these PC (if I have them again one day)

Thanks for your help. I'll keep you informed (maybe not soon)

Stand by ! ;)

Alex

Hello, I'm back with good news.

I tried with Acronis 2017 and now it works. The problem comes probably from the 2016 version of Acronis.

So the problem is solved.

Thanks to all for help !

Alex

PS : I don't know how to close the discussion.

Thanks for the update and feedback.  The threads stay open (there's not too much forum moderation), but always good to close the loop :)