Cannot select Acronis Cloud as a backup target in my Trial

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 5

Hi all.

I just installed Acronis True Image to evaluate it. I want to try out Acronis Cloud.

So, I selected my Desktop folder as a source and tried to select Acronis Cloud as destination, but I cannot - it seems stuck in some kind of "loading" state.

The three dots are blinking for 20 minutes already and the large Acronis Cloud "button is unselectable - it doesn't get highlighted when I click on it, thus I cannot continue the process.

When I log into my Acronis account on web, I see that Acronis Cloud Storage Trial is visible there.

Also, when I click Account button in Acronis True Image, I see it's stuck with "Connecting to Acronis Cloud" message.

I tried Acronis test tool for my server EU2 as described here:

https://kb.acronis.com/content/47145

And the result is strange - at first all tests succeed, but the last one stops with a seemingly cropped message Connection wasP:

 

I disabled my antivirus (Avast) - still the same.

However, AcroCloudCheckReport.txt  log file seems to be OK:

Verifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-eu2.acronis.com...SUCCESS!
Verifying connection to 62.138.220.96 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.96 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.95 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.95 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.99 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.99 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.88 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.88 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.84 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.84 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.98 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.98 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.89 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.89 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.82 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.82 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.86 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.86 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.94 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.94 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 62.138.220.90 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.90 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.97 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.97 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.92 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.92 on port 44445...
Connection was verified. Packets Success rate 50/50 
Verifying connection to 62.138.220.93 on port 44445...SUCCESS!
Verifying connection stability to  62.138.220.93 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 185.151.161.48 on port 55556...SUCCESS!
Verifying connection stability to  185.151.161.48 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 69.20.59.83 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.83 on port 443...
Connection was verified. Packets Success rate 50/50 
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 

---------------------------------------------------

 

At the same time Acronis Backup on my Android is working fine. However, it is sending data to EU4 and I can access the files online here:

https://eu4-cloud.acronis.com/bc/

Also, when I go to Resources, I see both my PC and my Android device there. When I click Details on my PC, it tells it's online but backup is not enabled. So I click Enable Backup, and I seem to be able to successfully initialize and run my backup from there.

However, when I click on Backups link, it redirects me to EU2: https://cloud-wr-eu2.acronis.com 

That's so convoluted - I'm not even sure in which region which backups are stored EU2 or EU4. And True Image cannot connect to it, no matter what I try.

That's weird - Acronis Cloud can connect to my computer and create a backup successfully, but at the same time Acronis True Image cannot connect to Acronis Cloud.

 

What is going wrong? How do I fix it?

 

 

Sat, 06/29/2019 - 19:34
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 2

I am also trialing Acronis True Image 2019, and although I was able to setup a cloud backup a few days ago and it does look like it worked last night, the client is currently unable to connect to Acronis Cloud.

I suspect their cloud endpoint might be experiencing some problems; it would be nice if Acronis could confirm that.

Sat, 06/29/2019 - 21:24
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Legend
Posts: 111
Comments: 29781
mvp

Acronis Cloud backups are working Ok for me when using the London (EU3) cloud servers.

See KB 4350: Acronis Backup to Cloud access ports and hostnames - for details of where all the servers are and what ports they use.

Use the above in conjunction with the Acronis Cloud Connection Verification Tool.

If you still have issues, then please open a Support Case direct with Acronis as they are the only ones with access to the server side of the Cloud support.

Mon, 07/01/2019 - 12:30
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 5

Thank you, today it finally started working for no apparent reason at all - nothing changed on my side.

I guess, it might be a sad coincidence that Acronis Cloud happened to have some issue right when I started my trial. I just hope it won't happen often. Anyway, it seemingly was some kind of an authentication or metadata problem because files were being uploaded just fine and I could monitor the upload progress on Acronis website dashboard. After the backup initialization from the website, True Image started showing the upload progress, while it kept saying the connection is not available in the Account section. But today it's finally ok.

Mon, 07/01/2019 - 16:16