Cloud Backup not connecting, backup listed as not present
I have Acronis 2018 on 5 workstations. Two of the workstations have Cloud backups. About two weeks ago, scheduled and manually started Cloud Backups have failed. The backup I’m sending information about is named: Asus_Z77.
I schedule a backup to run daily. The last successful backup was on July 20, 2020. It indicates 12.3 GB are available to recover. The Acronis Accounts tab in the local Acronis program indicates that I am using 92.74 of 250 GB of available storage.
I attached the error message text file sent to my email after a backup. Opening Acronis, I see the following error message,
"The last backup failed.
Failed to connect to 62.138.203.225"
Check for solution provides no further information. Opening options shows the following message:
"An error occurred either during connection or on the server. Check your internet connection, or try to sign out, restart the program and sign in again."
None of those solutions worked.
Clicking on the “Online Dashboard” takes me to my online account where the message reads:
"The cloud storage is temporarily unavailable. Please try again later."
Clicking on the Support link reports that no information about the error is available.
Opening the Backups tab online indicates that, “There are no backups in Cloud”
Opening the Account tab online indicates that, “Acronis Cloud 250 GB free of 250 GB”, and “Your license for Acronis Cloud expires on Mar 8, 2021”
Closing the local program and opening the internet link takes me to my account login. I have two choices: Cyber Protection and Acronis True Image. Interestingly, I didn’t know I was a registered user of Cyber Protection. I opened the True Image Account.
This routes me back to the Online Dashboard. The same set of message appear as provided above.
If I sign directly into my Acronis Account link it shows Acronis Cloud Storage to be: 59.6 GB of 250 GB. Another interesting element, it indicates that my license expires on March 9 of 2021, not Mar 8, 2021. Clicking on downloads from that page takes me to a “Page Not Found”.
Clicking on Dashboard from that page takes me to a “Provisioning Account” and then back to the Dashboard.
Steve
Thanks for your quick reply.
The validation tool yielded two errors:
62.138.203.225 error code: 10060 port 44445
62.138.203.226 error code: 10060 port 44445
The recommended solution was to allow through the firewall c:\program files\common files\acronis\agent\agent.exe. I use Windows Defender. I didn't couldn't a file agent.exe. It looked like all the necessary acronis files were already allowed through.
Any ideas?
Tom
Tom, can you confirm that you actually have a c:\program files\common files\acronis\agent\agent.exe file on your computer? I am using ATI 2020 and perhaps Acronis have changed things but I do not have this path or file?
If it is there, then if using Windows 10, open Windows Security and click on the option to 'Allow an app through the firewall', then in the new window that opens, click on the 'Change settings' button, to enable the option at the bottom to 'Allow another app', then use the Browse button to navigate to the agent.exe path and add it.
Note: quick thought, check whether the PC is showing as being in a Private or a Public network as there are normally different firewall rules for each?
I did a full computer search and the acronis file, agent.exe, doesn't exist. I also tried running the backup with the firewall down and still no connection.
As I think through the logic of the problem, I don't think the difficulty is my end. The two computers that fail on cloud backups are in two different buildings, using two different networks, two different routers, and two different firewalls. The problem hit both of them on the same day after working without difficulties for several years.
I uploaded the error message sent to my email on a failure. I don't see it here. I am going to upload it again. Let me know if it doesn't come through.
I am using ATI 2018 and I am past the support period. Can I still start a support request?
Tom
Tom, I suspect that you are correct about this being an issue at the server side of the connection rather than with your PC's.
To use the Acronis Cloud you must have a subscription to the service and thus you are supported for that subscription product.
When you open a support case you need to select the Cloud subscription product (not your ATI 2018 product).
Sadly, when I go to start a support ticket, my Acronis Cloud license is perpetual and passed its product support period. I do have an annual subscription to Acronis Cloud storage but I don't see any manner of support for it other than via ATI 2018.
Interestingly, I did a small trial backup to the cloud that showed as successful, but if I tried to recover it or access options, I got an immediate error code:
"More information about this error and solutions may be available online in the Acronis Knowledge Base.
To access the online resource manually, enter the event code at: http://kb.acronis.com/errorcode/
Event code: 0x01900009+0x01900001"
I also was able for the first time to access the files in the cloud -- not just the trial backup but the other two also. Not sure about being able to recover them. I am going to continue to play with this, but its frustrating.
Tom
Tom, this is where the Acronis support process gets silly if you cannot get support for a subscription service.
Please try sending a message to Renata Gubaydullina | Product manager, Acronis True Image to see if she can help in any way?
Thanks again Steve for all that you have done. I am going to play with it some this weekend and if I get it working I'll feel good about myself and my self esteem will go up. If it doesn't work, I contact Renata and direct my polite frustration at her and that will help me feel better, although my self esteem will remain unchanged.
Tom
Without me doing anything, its working again. Who knows how the mysteries of the computer gods.
Thanks again for your help.
Tom
Tom, glad it has decided to behave again, hope it stays that way!