Sync Error (There is a connection problem on the server. Check your Internet Connection)
I followed/completed all issues stated in KB 47168. I am unable to delete my one existing sync. I also cannot create a new one without this error. I deleted the .sync file as suggested and renamed the SyncAgent folder but still receive the same error. I can open and transfer files between the desktop and laptop so there is no connection issues. Turned off Kaspersky protection also. I am not using the Acronis cloud. Yes, both computers were signed in. No error mentioned in the Event Viewer. I have used Services.msc to stop the Sync Agent and still no success.
I looked at the Synclogs and I see "Error while preparing SSL connection" and "Internal error in OpenSSL library". I also see "There are no participants online".
I then pulled the .sync file out of the recycle bin and restored it on both computers. My existing sync icon on both computers says "All syncs are up to date" but they are not. New files that I add on the desktop do not show up on the laptop and vice versa.
Any ideas? Thanks for your help!
Steve:
Thanks so much for the reply. I downloaded the tool but I wasn't sure if I should go to the C:\ProgramData\Acronis\SyncAgent\logs to view the sync logs or the default (C:\ProgramData\Acronis\TrueImageHome\Logs. I looked at the latest in the TrueImageHome logs and did not see anything related to my syncs (I only saw logs related to my normal backups). When I opened up the SyncAgent.log with the tool it said "Unable to Display - FileSize=0 Bytes. Yet, when I open this same file with notepad I see the information I mentioned in my first post about "SSL and no participants online".
As you mentioned, I am not using the Acronis Cloud and this sync had been working fine for over a year. What is puzzling is that when I open TrueImage 2018 and go to Sync it shows my size (917mb) and it shows that it was just updated recently. As mentioned, I have tried to stop and delete the sync I created but it won't let me and I cannot create a new one without the error messages. I am able to see my laptop from my desktop and I'm able to copy files via Windows Explorer so I am assuming it is not a Network issue.
Any other suggestions? I will try using the Acronis Cloud as a trial and see if that works.
Thanks for the help! I appreciate it!
Mike
Steve
I moved my cursor over the Acronis icon on the laptop and it said "All syncs are up to date" yet this is not correct. When I explored the logs on the laptop I saw the same messages on the desktop except a few new ones such as "Feed certificate could not be verified" , "An existing connection was forcibly closed by the remote host", Blocking Operation was cancelled"
I also can see in the logs "Data changes have been detected", I have attached the log.
Thanks
Thanks for the log messages, this looks to show a problem with the certificates being used between your desktop and laptop computers.
03/18/19 00:08:47 message="Feed certificate could not be verified."
03/18/19 00:08:47 message="Feed certificate could not be verified."
03/18/19 00:10:32 message="Feed certificate was not accepted by peer."
03/18/19 00:10:32 message="Error while transferring data between computers. Check your Internet connection." FeedId="E4692BA1-C142-4BD5-950F-8EF7A72AF360" FeedName="Pay"
The best way forward would look to be by deleting the "Pay" sync task on both computers, then try creating a new sync task with a different name but using the same source & target folders and checking that this then is working correctly?
If the above actions do not resolve the certificate issue, then a more manual cleanup action may be needed to remove all the sync certificate information from both computers, but lets keep that aside until the first action has been tried.
Steve:
Thanks for the reply. I opened both the laptop and the desktop (opened Acronis True Image) and then I went to sync and chose delete from the "Pay" dropdown on the Desktop and repeated this on the laptop. It shows me a red "X" but does not delete it (remove it). After about five minutes the Laptop and the desktop that was red changed back to green.
I checked the required ports via my Kaspersky (TCP443, 44445, and 55556) and they are open. I also paused Kaspersky Internet Security for 10 minutes to make sure it wasn't blocking anything.
I also tried to create a new sync using the Acronis Cloud (I subscribed for a 30 day trial). I logged in using the same userid/password as my Acronis account. When I tried to create a new sync I received the message "There is a connection problem or an error on the server. Check your internet connection or try again later. I have internet connectivity so I'm not sure what step to take next.
Thanks!
Mike
Mike, I had created a new sync between 2 of my own laptops for a small folder which has been running for over a day, so went to the second laptop and deleted the sync task from there using the the sole option given then repeated on the first laptop, and the sync task was gone from both systems with no issue. The only key difference is that I am running ATI 2019 rather than 2018 that you are using.
The next step is going to be to do a manual clean up of the sync, so first you will need to stop the SyncAgent Service - open Windows Task Manager then select the Services page tab and order the tasks by name to find the SyncAgent service, then stop this.
After the service is stopped, open Explorer and navigate to C:\ProgramData\Acronis\SyncAgent and delete or rename the OnlineBackup folder and contents.
Do the same on the second computer.
Steve:
Thanks for the help. Completed the tasks you suggested. Stopped the SynsAgent Service on both computers. Deleted the OnlineBackup folder. Then restarted the service on both computers and then opened ATI 2018 and went to Sync and tried to delete my sync named "Pay". It changed the icon to a red "X" (did this on both computers) and now both are red "X" but it is still there (unable to delete it). Tried to create a new Sync and still receive the same message "There is a connection problem or an error on the server. Check your internet connection or try again later". I checked the C:\ProgramData\Acronis\SyncAgent directory and it recreated the OnlineBackup folder.
After about 5 minutes the red "X" disappeared and now it is green (showing that the "Pay" sync is still running) yet it is still not syncing.
Mike
I do not use sync but it sounds to me like your sync is to the Cloud rather than between your laptop and desktop. Do you see a sync folder in your Cloud account?
Thank you for the response. I only sync between my desktop and my laptop. I do not use the Acronis cloud.
The sync I was using was working for a few years before I ran into this problem.
I did sign up for a 30 day trial of the cloud just a few days ago just to try creating a sync using the cloud as a test and that did not work either. Thanks for the response.
I think you may not understand how the sync feature works in the 2018 application. I do not use the feature but the documentation reads like once you create a sync that sync creates a sync folder on the Cloud in your account. You say that you tried to create a sync at one point to the cloud but that failed, how so?
I am providing a link to the english version of the 2018 documentation. Please refer to cleanup of sync in section 9.6. This might help you in getting this fixed. It might also help if you read section 9 in its entirety.
Thanks for the reply. When you create a sync a dialog box pops up that gives you two choices:
1. "The Selected data will be synced with Acronis Cloud, first. Then, you will br able to join this sync from other computers that have Acronis True Image installed."
2. "Your data will be synced between your computers directly, without uploading to Acronis Cloud. You can include Acronis Cloud in the sync later."
I have always chosen number 2 because I do not use Acronis cloud nor do I have space on Acronis Cloud (which requires a subscription). The requirement to sync between two computers without using the cloud is only that you are logged in.
The cleanup you referred to in the manual is for cleaning up space in the Acronis cloud (which I do not use). As I mentioned, just as a test to see if I would get the same error I did try and sync between my Desktop and Laptop using option 1 and got the same error which says "There is a connection problem or an error on the server. Check your Internet connection or try again".
In addition to syncs, I run multiple backups daily and they all work fine (none use the cloud). I am a Network Engineer and have checked connectivity, ports, virus protection, logs, etc. and I have yet to find a solution. Steve provided me with some ideas and I have tried them (removing directories and letting Acronis recreate them). I have not modified anything in the Registry yet but this may be my next step. I have not reinstalled ATI 2018 because as I mentioned I have 8 different backup schemes I use for my normal backups (selective backups) and I do not want to affect these because they are all working.
Thanks!
Mike
Mike, I am running short on ideas for this issue. I have only started using sync for the purpose of testing your scenario as don't normally use it or need it. I was able to remove my sync tasks with no issues on ATI 2019 and will need to check around to see if I have a couple of boxes with ATI 2018 for further comparison / testing.
Both ATI 2018 & 2019 provide a new option in the main Settings page of the GUI which can backup all your task configuration to a zip file, and later import the same back in the event of doing a re-install of ATI. This new option does not capture the Activity history for tasks which to our way of thinking is a shortcoming of the feature, as all the re-imported tasks show as if they have never been run!
One option here could be to consider installing a 30-day trial of ATI 2019 to see if that resolves the issue with the sync tasks - the key benefit in doing this would be to gain access to Acronis Support during the trial period if the problem persists, whereas support for 2018 is now on a Pay Per Incident cost!
My thought here is that possibly the Cloud sync you tried was not cleaned up properly and so remains in the Cloud and is contributing to the errors and behavior you are seeing. The fact that the latest entries in your log file points to certificate problems is what has drawn me to this way of thinking.
I took Steve's advice and installed the ATI2019 and got the same error (even tried just using the Acronis Cloud). Contacted Tech support. They think it is a problem on their end. They will get with their team and get back to me.
Thanks.
Mike, thanks for the update, please let us know what the outcome is for this issue.
Dear,
I have the same problems.
Impossible to make a synchronisation on my second computer. Error connection...
Impossible now to delete the two test synchronisation in the first computer.
I have cloud during one month to test. synchronisation in cloud doesn't work too
Help !!
Welcome to these public User Forums.
I would recommend opening a Support Case direct with Acronis Support for this Sync issue if you have tried the suggestions already offered in this topic.
Hello,
I have contact support by chat and we have worked hard to found a solution.
Without solutions, we were about to give up when an idea was to disconnect from his account on Acronis on both PCs and reconnect. And there, everything works fine.
Best regards
Thank you for sharing your feedback and solution - that will be helpful for other users too!