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[ISSUE] ATIH 2017 NG does not announce updates to b6206

Thread needs solution

ATIH 2017 NG b6116

The named version will not notify about nor receive updates to the most recent version 6206.

Any ideas why? At least 2 of my computers are affected.

 

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Karl, my one NG 6116 announced the new update for 6206 as soon as I launched it and upgraded fine first time.

Same as Steve here!

Mine does too - still does, so I disabled it for the time being. Any chance the notifications are disabled in the app?  What about the web logon under user preferences?

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409754-138142.jpg 38.78 KB

Hello guys,

I have seen other installations out there with NG or usual 2017, 2016 installations, where the update announcement, download and upgrade worked fine. So I am curious what's wrong with my installations :)

This time I am not using the beta login / key anymore, that's for sure.

 

Bobbo_3C0X1 wrote:

Mine does too - still does, so I disabled it for the time being. Any chance the notifications are disabled in the app?  What about the web logon under user preferences?

@Rob Weblogin is ok, logout and logon / restart does not help. The check for update option is also checked on the settings tab. All Acronis services are up and healthy, except mobile backup, which I don't use.

just to be sure I have unchecked the "check for updates" option, closed ATIH, restarted it, enabled the option again, closed ATIH, and restarted ATIH. But there is still no notification.

We've seen staggered releases in different countries - maybe some are checking in with another server - strange behavior indeed though if it's only happening with some and all are in the same office.

Your online account preferences - what are those set as (see screenshot)?

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409759-138145.jpg 35.55 KB

wasn't aware about these settings (anymore) but well they are according to yours, except the language.

I will boot up the third computer in my home tomorrow and see if it is receiving any updates.

 

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409771-138148.png 7.7 KB

Hello Karl,

Try enabling debug mode for the TrueImage.exe (TraceLevel=0) as I described here and checking logs at C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console

If nothing suspicious is found in these logs and you are sure that the required ports are opened, you can submit a system report and PCAP log to us for further investigation.

Regards,

Slava

Hello Slava,

I have found out that the reason is the Sophos XG, but I might need help *blush* to find the real reason. The update announcement appears as soon I disable the proxy in Windows 10 settings, as soon I turn on the proxy it ATIH states to be up to date.

I have no real web filters applied on the proxy so I use the Sophos XG more as a secondary protection layer.

Here are some results with proxy enabled:

AU Check - ok

Verifying connection to Front End Servers
Performing name resolution for: cloud-fes-au1.acronis.com... SUCCESS!
Verifying connection to 168.1.62.6 on port 44445... SUCCESS!
Verifying connection stability to 168.1.62.6 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 168.1.62.8 on port 44445... SUCCESS!
Verifying connection stability to 168.1.62.8 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 168.1.62.5 on port 44445... SUCCESS!
Verifying connection stability to 168.1.62.5 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 168.1.62.9 on port 44445... SUCCESS!
Verifying connection stability to 168.1.62.9 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 168.1.62.7 on port 44445... SUCCESS!
Verifying connection stability to 168.1.62.7 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing name resolution for: cloud-rs-au1.acronis.com... SUCCESS!
Verifying connection to 168.1.21.22 on port 55556... SUCCESS!
Verifying connection stability to 168.1.21.22 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing name resolution for: web-api-tih.acronis.com... SUCCESS!
Performing name resolution for: web-api-vmp.acronis.com... SUCCESS!
Performing name resolution for: web-api-tie.acronis.com... SUCCESS!
Verifying connection to 69.20.59.84 on port 443... SUCCESS!
Verifying connection stability to 69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443... SUCCESS!
Verifying connection stability to 69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

 

EU1 check - ok

Verifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-eu1.acronis.com...SUCCESS!
Verifying connection to 85.25.240.173 on port 44445...SUCCESS!
Verifying connection stability to  85.25.240.173 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 85.25.240.175 on port 44445...SUCCESS!
Verifying connection stability to  85.25.240.175 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 85.25.240.174 on port 44445...SUCCESS!
Verifying connection stability to  85.25.240.174 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-eu1.acronis.com...SUCCESS!
Verifying connection to 85.25.240.132 on port 55556...SUCCESS!
Verifying connection stability to  85.25.240.132 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing Name Resolution for: web-api-tih.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-vmp.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-tie.acronis.com...SUCCESS!
Verifying connection to 69.20.59.84 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50
 

EU2 check - ok (this test was pretty much the fastest running of all)

Performing Name Resolution for: cloud-fes-eu2.acronis.com...SUCCESS!
Verifying connection to 62.138.220.87 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.87 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 62.138.220.85 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.85 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 62.138.220.83 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.83 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-eu2.acronis.com...SUCCESS!
Verifying connection to 212.162.0.59 on port 55556...SUCCESS!
Verifying connection stability to  212.162.0.59 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing Name Resolution for: web-api-tih.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-vmp.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-tie.acronis.com...SUCCESS!
Verifying connection to 69.20.59.84 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

EU3 check - ok

Verifying connection to Front End Servers
Performing name resolution for: cloud-fes-eu3.acronis.com... SUCCESS!
Verifying connection to 185.151.162.10 on port 44445... SUCCESS!
Verifying connection stability to 185.151.162.10 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.162.11 on port 44445... SUCCESS!
Verifying connection stability to 185.151.162.11 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing name resolution for: cloud-rs-eu3.acronis.com... SUCCESS!
Verifying connection to 185.151.162.12 on port 55556... SUCCESS!
Verifying connection stability to 185.151.162.12 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing name resolution for: web-api-tih.acronis.com... SUCCESS!
Performing name resolution for: web-api-vmp.acronis.com... SUCCESS!
Performing name resolution for: web-api-tie.acronis.com... SUCCESS!
Verifying connection to 69.20.59.84 on port 443... SUCCESS!
Verifying connection stability to 69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443... SUCCESS!
Verifying connection stability to 69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

JP1 check - ok

 

Verifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-jp1.acronis.com...SUCCESS!
Verifying connection to 113.29.48.34 on port 44445...SUCCESS!
Verifying connection stability to  113.29.48.34 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-jp1.acronis.com...SUCCESS!
Verifying connection to 113.29.48.38 on port 55556...SUCCESS!
Verifying connection stability to  113.29.48.38 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing Name Resolution for: web-api-tih.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-vmp.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-tie.acronis.com...SUCCESS!
Verifying connection to 69.20.59.84 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

RU2 Check - ok

Verifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-ru2.acronis.com...SUCCESS!
Verifying connection to 185.30.17.34 on port 44445...SUCCESS!
Verifying connection stability to  185.30.17.34 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.30.17.38 on port 44445...SUCCESS!
Verifying connection stability to  185.30.17.38 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-ru2.acronis.com...SUCCESS!
Verifying connection to 185.30.17.42 on port 55556...SUCCESS!
Verifying connection stability to  185.30.17.42 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing Name Resolution for: web-api-tih.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-vmp.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-tie.acronis.com...SUCCESS!
Verifying connection to 69.20.59.84 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

RU2 check - ok

 

Verifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-sg1.acronis.com...SUCCESS!
Verifying connection to 119.81.116.67 on port 44445...SUCCESS!
Verifying connection stability to  119.81.116.67 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 119.81.20.229 on port 44445...SUCCESS!
Verifying connection stability to  119.81.20.229 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 119.81.20.227 on port 44445...SUCCESS!
Verifying connection stability to  119.81.20.227 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 119.81.116.66 on port 44445...SUCCESS!
Verifying connection stability to  119.81.116.66 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-sg1.acronis.com...SUCCESS!
Verifying connection to 119.81.20.227 on port 55556...SUCCESS!
Verifying connection stability to  119.81.20.227 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing Name Resolution for: web-api-tih.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-vmp.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-tie.acronis.com...SUCCESS!
Verifying connection to 69.20.59.84 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

SG1 test - ok

 

erifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-sg1.acronis.com...SUCCESS!
Verifying connection to 119.81.116.67 on port 44445...SUCCESS!
Verifying connection stability to  119.81.116.67 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 119.81.20.229 on port 44445...SUCCESS!
Verifying connection stability to  119.81.20.229 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 119.81.20.227 on port 44445...SUCCESS!
Verifying connection stability to  119.81.20.227 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 119.81.116.66 on port 44445...SUCCESS!
Verifying connection stability to  119.81.116.66 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-sg1.acronis.com...SUCCESS!
Verifying connection to 119.81.20.227 on port 55556...SUCCESS!
Verifying connection stability to  119.81.20.227 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing Name Resolution for: web-api-tih.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-vmp.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-tie.acronis.com...SUCCESS!
Verifying connection to 69.20.59.84 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

US1 check - ok

Verifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-us1.acronis.com...SUCCESS!
Verifying connection to 62.138.210.145 on port 44445...SUCCESS!
Verifying connection stability to  62.138.210.145 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 62.138.210.147 on port 44445...SUCCESS!
Verifying connection stability to  62.138.210.147 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 62.138.210.143 on port 44445...SUCCESS!
Verifying connection stability to  62.138.210.143 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-us1.acronis.com...SUCCESS!
Verifying connection to 209.239.125.172 on port 55556...SUCCESS!
Verifying connection stability to  209.239.125.172 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing Name Resolution for: web-api-tih.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-vmp.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-tie.acronis.com...SUCCESS!
Verifying connection to 69.20.59.84 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

US2 check - ok

Verifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-us2.acronis.com...SUCCESS!
Verifying connection to 185.151.160.41 on port 44445...SUCCESS!
Verifying connection stability to  185.151.160.41 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.160.40 on port 44445...SUCCESS!
Verifying connection stability to  185.151.160.40 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.160.39 on port 44445...SUCCESS!
Verifying connection stability to  185.151.160.39 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 185.151.160.38 on port 44445...SUCCESS!
Verifying connection stability to  185.151.160.38 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-us2.acronis.com...SUCCESS!
Verifying connection to 185.151.160.22 on port 55556...SUCCESS!
Verifying connection stability to  185.151.160.22 on port 55556...
Connection was verified. Packets Success rate 50/50

Verifying connection to RPC Servers
Performing Name Resolution for: web-api-tih.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-vmp.acronis.com...SUCCESS!
Performing Name Resolution for: web-api-tie.acronis.com...SUCCESS!
Verifying connection to 69.20.59.84 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.84 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50

 

So all Datacenter connections from my network using the proxy are fine, so the network respectively connection issue must be somewhere else.

 

 

ti_console logfile

2017-04-25 22:35:49:499 9608 I00000000: Application started.
2017-04-25 22:35:49:697 11356 I01530001: Using default upnp detection algorithm.
2017-04-25 22:35:51:359 13416 E02A70002: Error 0x2a70002: couldn't connect to host at localhost:51051
| Ablaufverfolgungsebene: Fehler
| line: 0x708f4a254f06f6ec
| Datei: k:\6116\products\imager\home\managers\impl\acronis_drive_manager\acronis_drive_manager_impl.cpp:131
| Funktion: TrueImage::Managers::AcronisDriveManagerImpl::GetConfiguration
| line: 0x708f4a254f06f6ec, k:\6116\products\imager\home\managers\impl\acronis_drive_manager\acronis_drive_manager_impl.cpp:131, TrueImage::Managers::AcronisDriveManagerImpl::GetConfiguration
| $module: ti_managers_vs_6116
2017-04-25 22:35:52:387 3252 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:387 3252 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:387 3252 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:387 3252 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:387 3252 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:392 9608 W00000000: Error 0x0
| Ablaufverfolgungsebene: Warnung
| line: 0x0
| line: 0x0
2017-04-25 22:35:52:394 4004 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:395 4004 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:395 4004 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:395 4004 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:52:395 4004 W00567533: Die Verbindung zum Update-Server ist beim Download fehlgeschlagen. Erneuter Verbindungsversuch.; errorCode="5659099", errorText="Connection via HTTP error."
2017-04-25 22:35:54:000 15940 E02A70002: Error 0x2a70002: couldn't connect to host at localhost:51051
| Ablaufverfolgungsebene: Fehler
| line: 0x708f4a254f06f6ec
| Datei: k:\6116\products\imager\home\managers\impl\acronis_drive_manager\acronis_drive_manager_impl.cpp:131
| Funktion: TrueImage::Managers::AcronisDriveManagerImpl::GetConfiguration
| line: 0x708f4a254f06f6ec, k:\6116\products\imager\home\managers\impl\acronis_drive_manager\acronis_drive_manager_impl.cpp:131, TrueImage::Managers::AcronisDriveManagerImpl::GetConfiguration
| $module: ti_managers_vs_6116
2017-04-25 22:36:03:686 9608 E0192000D: Error 0x192000d: Callback is not registered.
| Ablaufverfolgungsebene: Fehler
| line: 0xcaf802b9a1d59e92
| Datei: k:\3042\products\imager\home\sync_agent\impl\api\sync_agent_api_man.cpp:754
| Funktion: SyncAgentApi::SyncAgentApiMan::UnSubscribe
| line: 0xcaf802b9a1d59e92, k:\3042\products\imager\home\sync_agent\impl\api\sync_agent_api_man.cpp:754, SyncAgentApi::SyncAgentApiMan::UnSubscribe
| $module: sync_agent_api_vs_3042

 

Default rules of Application Filter of Sophos NG blocks ATIH update

I have a PCAP of my system but I am not a master using Wireshare so I cannot see obvious issues in the PCAP.

 

2017-04-25 21:34:29

Denied

-

192.168.2.12 :65500

69.20.59.83 :443

Proxy and Tunnel

Ultrasurf Proxy

17051

1

Open PCAP

2017-04-25 21:34:23

Denied

-

192.168.2.12 :65491

69.20.59.84 :443

Proxy and Tunnel

Ultrasurf Proxy

17051

1

Open PCAP

2017-04-25 21:30:43

Denied

-

192.168.2.12 :64859

69.20.59.83 :443

Proxy and Tunnel

Ultrasurf Proxy

17051

1

Open PCAP

2017-04-25 21:30:37

Denied

-

192.168.2.12 :64847

69.20.59.84 :443

Proxy and Tunnel

Ultrasurf Proxy

17051

1

Open PCAP

any idea what 69.20.59.83 or 84 are supposed to be?  I can't ping either - destination unknown.

Tracert only gets me to this point...

12    85 ms    86 ms    84 ms  coreb-dcpe2.iad3.rackspace.net [69.20.2.173]
 13    84 ms    85 ms    84 ms  coreb-core7.iad3.rackspace.net [69.20.2.113]
 14    84 ms    83 ms    84 ms  core7-aggr402a-2.iad3.rackspace.net [69.20.3.113]
 15     *        *        *     Request timed out.

Don't know much about rackspace.net, but am wondering if they are the cloud provider for Acronis Cloud?

https://www.rackspace.com/

it resolves to me to:

Internet Protocol Version 4, Src: 192.168.2.12 (192.168.2.12), Dst: web-api-tih.acronis.com (69.20.59.84)

Hello Karl, Bobbo,

The real problem here is the proxy itself. Acronis True Image 2017 does not support internet connection through proxy. See http://www.acronis.com/support/documentation/ATI2017/#28876.html

Regards,

Slava

Hi Slava, I understand it is not supported, likely to avoid support issues and to prevent usage of a home tiered product in business environments.

However I would like to file this towards the Sophos support as a false positive, or do you have connections? The company I am working for is a partner so I might have some luck here.

Hello Karl,

I have asked our QA team to check if the issue reproduces on our side, and contact Sophos about it if necessary.

Some publicly available information, confirming that the IP addresses in question are used by Acronis: https://whois.arin.net/rest/net/NET-69-20-59-64-1, https://whois.arin.net/rest/customer/C04952762

Regards,

Slava

Slava, for the reproduction. I am using the latest Sophos XG as Hyper-V machine with default filtering settings.

The application filter in question is part of a set, and named "Ultrasurf Proxy"