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"Server rejects renewed certificate"

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When trying to backup it fails giving the error mesage: "Server rejects renewed certificate". 

Why is this error given and what does it mean?

The software, the cloud storage are up to date and the backup was recently created.

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Laurence, please see post: https://forum.acronis.com/forum/116934#comment-356822 where Slava gives an explanation regarding certificates and advises how to force a renewal.

Hi,

I'm having the same issue. Post is not available - User not authorized.

Can you advise please?

 

Thanks

Hi,

I'm having the same issue. Post is not available - User not authorized.

Can you advise please?

 

Thanks

Sorry, I hadn't checked that the post I referenced was in the public forums - it was in the MVP forum.  Copied below:

Slava wrote:

Certificate here refers to a file with .crt extension at C:\ProgramData\Acronis\OnlineBackup\<your email address>\ which is used to establish secure connection to the cloud storage. If you double-click on that .crt file, switch to Details tab and look at "Valid from" value, it will show you when this certificate was generated on the server side.

Certificate files are renewed on the server side from time to time, client-side software seamlessly downloads them and replaces old .crt with new ones.

Message "Certificate is revoked" means that either new certificate could not be downloaded at backup start, or existing certificate`s validity could not be verified for some reason. Have you updated to the latest build on all the computers where you have logged in with your Acronis account in True Image? Having different builds of the program connecting to the same account may provoke the issue.

You can force the program to re-download the latest version of certificate file this way:

1) make sure that no cloud backup is running

2) sign out from your Acronis account in True Image

3) close True Image window

4) delete .crt file from C:\ProgramData\Acronis\OnlineBackup\<your email address>\, if it was not deleted automatically upon logging out

5) open True Image and sign into your account. Latest version of certificate file will be downloaded from the server

Regards,

Slava

>>4) delete .crt file from C:\ProgramData\Acronis\OnlineBackup\...

There is no such folder:   C:\ProgramData\Acronis\OnlineBackup\ in Acronis 2016 build 6571

I have following folders with my account email:

  1. C:\ProgramData\Acronis\SyncAgent\OnlineBackup\
  2. C:\ProgramData\Acronis\TrueImageHome\AcronisDrive\
  3. C:\ProgramData\Acronis\TrueImageHome\OnlineBackup\

Which one to use?

Vitaliy, guess it's my turn to apologise again - later in the same MVP post there is a further post from Slava as below:

Slava wrote:

My apologies, of course, the path remained unchanged, it is still C:\ProgramData\Acronis\TrueImageHome\OnlineBackup\.

Regards, Slava

 

Laurence, you should see similar to my screen shot below from my own system:

Note: You may need to enable to show hidden files & folders in Windows Explorer view options.

Attachment Size
382399-132319.png 21.11 KB

I have gthe hidden files, deleted the securiyt certificate for that backup and logged out and closed the app and tried again with same result.

 

I logged out and logged in back. No crt files were found.

Now I'm getting another error: "server doesn't trust our certificate"

Any ideas?

 

As you appear to have Acronis Cloud, it includes technical support. I would suggest opening a case with them directly.  Perhaps there is somethig going on with the servers were not aware of either since you're both getting the error at the same time.  

I am having the same problem. When Cloud backup is run from a schedule I get the error "Server rejects renewed certificate". I contacted support via chat and was told to rename the folder C:/ProgramData/Acronis/TrueImage/OnlineBackup, which I did. The folder was then recreated and I able to run the backup manually. However, the next time the scheduled time came up, I received the same error. I again renamed the OnlineBackup folder and again was able to run it manually. How can I get the Cloud backup to run as scheduled without recreating the OnlineBackup folder each time?

Judd, as Bobbo advised above, you will need to raise this directly with Acronis Support as an ongoing server issue as we do not have any access to the Cloud infrastructure from these user forums.