Unable to connect to PC from Acronis Mobile
Hello,
I tried to backup my smartphone with Acronis TI 2019
Installed "Acronis mobile" on my smartphone, scanned the QR code given by TI on my PC, and "connection failed".....
It seems that an ID and password is needed... I tried the Microsoft account and associated PW without success.
Any idea ??
Thanks for any answer.


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Hello Steve,
Thanks for your answer..
I am running W10-1903 and TI 2019 ..
As required the same WIFI network, and my PC is running thru ethernet.
I started my Portable PC with the same WIFI network and got the same failure message after QR code scan...
May be the problem is with W10-1903 ??
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Jean, what version of the Acronis Mobile app are you using on your smartphone and is this an Android or Apple phone?
The version is found via the Settings >> About page in the app.
I don't think that this issue is caused by Windows 10 #1903.
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Hello Steve,
The App version is 5.0.3 build 560.
Windows 10 is the Pro version (1903)
The message in the App is
Cannot connect ("Echec de connexion" in french)
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Jean, I have just tested a backup of my own Samsung Android phone using the same 5.0.3 version of the app to my Windows 10 Home 1903 laptop and was able to scan the QR code and perform the backup on my first attempt.
One possibility may be your home network preventing connections between wireless and wired devices, especially if these are given IP addresses in different network segments.
Check what IP address you have for both your computer and your mobile phone to see if these are both in the same IP subnet, i.e. both using such as 192.168.0.x where x is different.
See the following screen images from my mobile.
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All settings are the same as those in your screenshots, except for the failure:

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Jean, the only other thought here is to try to check if the port 58082 used by ATI Mobile is enabled across your network and for your PC?
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Hello Steve,
Unfortunately the problem is still alive;
I tried to open the port 58082 on my freebox for my PC: 192.168.1.13 ... For TCP and UDP, but none are working...
Is there a way to change the port number on "Acronis Mobile" App (on my Smartphone) ??
Thanks for all your advices.
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Jean, sorry but I do not know of any method of changing the port used by Acronis Mobile.
I can only recommend raising this issue directly with Acronis but this will probably require that you update to ATI 2020 as your 2019 version is now unsupported unless you use the Acronis Pay Per Incident service (which will cost similar to the cost of a new license of 2020).
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Hello Steve,
I am making progress, but no solution yet...
I found that my FAI (Internet provider) use the ZMD (Zone moyenne densité in French), and this end up with the possibility to open ports up to 49151 for me.... So the port 58082 used by the App is not usable...
To circumvent this problem, i asked for a fixed IP enabling the full range of ports.
But... i have now a fixed IP and the problem is still alive.
I tried also to open port in Windows 10 Firewall, with no success.
Regards
Jean
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Jean, the port 58082 should only be needed to be open on your local network, not going out to the internet unless you are making mobile backups to the Acronis Cloud. I haven't check the latter to confirm that the same port is used!
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Thanks for your answer Steve,
I am trying only to backup locally, not on the cloud..
I have only some test for port on internet access ("IP tools" on smartphone)..
How to check for local port ?? (from smartphone)
I used netsh on my PC showing that the port 58082 is open at the firewall level...:
=========================
C:\WINDOWS\system32>netsh firewall show state
État du pare-feu :
-------------------------------------------------------------------
Profil = Standard
Mode d'opération = Activer
Mode d'exception = Activer
Mode réponse multidiff/transmission = Activer
Mode de notification = Activer
Version de stratégie de groupe = Pare-feu Windows Defender
Mode d'administration à distance = Désactiver
Ports actuellement ouverts sur toutes les interfaces réseau :
Port Protocole Version Programme
-------------------------------------------------------------------
58082 UDP Tout (null)
58082 TCP Tout (null)
1900 UDP Tout (null)
2869 TCP Tout (null)
========================
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Jean, what type of smartphone do you have? Is this an Apple device or an Android?
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Smartphone HONOR 5C Android.. but this saving was working a few month or years ago with another TI level and Windows level, ..but with the same smartphone...
Regards
Jean.
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Jean, please check & confirm what the IP addresses for your Android phone and your PC are using? See my earlier post here with my own screen images showing how my IP addresses were shown on my own Android phone.
Note: I did a test earlier at the location where I am currently staying (away from home) and got the same issue as you are reporting, but the reason is because the phone has an IP address which is in a different subnet to my laptop, despite both being connected by wireless to the same access point!
The laptop is in 10.36.109 subnet, but the phone is in 10.36.110 and connecting does not work!
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Thanks Steve to try to help me...
The IP addresses are:
Smartphone: 192.168.1.18
Computer: 192.168.1.13
Small precision: My computer is not on the Wifi network but connected via Ethernet cable to the ADSL box. Is this a show stopper ??
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Jean, the ethernet cable should not be an issue but I suspect that the ADSL box / router may be blocking ports on your network between wired and wireless devices. I recall seeing such behaviour in the past with my own router boxes.
See webpage: How to Ping a Website From an Android Phone - for options of testing the connection from your phone to the computer.
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Steve,
The Ping from my Android Smartphone is working:
I downloaded an App called "IP tools" enabling a Ping to any IP address, and no problem to my computer IP: 192.168.1.13.....
I did another test:
Connected this PC to my Wifi network (with the same subnet: 192.168.1.xxx) and tried to save my smartphone.
It worked 2 times out of five (the 3 failing, with the same connection error message).....
C:\ProgramData\Acronis Mobile Backup Data\acronis-local-data
This is another problem...
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Jean, the test with another laptop would suggest that there isn't a problem in your network but rather one with the original laptop if your phone can backup (2 out of 5 times) to the other laptop but not at all to yours?
Not sure what to say further at this point, other than perhaps to try a Repair Install of ATI on your laptop to see it that will resolve anything?
See KB 60915: Acronis True Image: repairing program settings - for further information.
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Hello Steve, some news...
Uninstalled and reinstalled TI-2019 without any change... Same problem..
I did another test:
I downloaded the 2020 version as a try.... and... I tried to save my smartphone 2 times, and all worked without any problem... (connection to the PC worked fine)..
that's for the good news...
There is still 3 problems...:
1 - The 2019 version have some problem at connection time (seems to be corrected in the 2020 version).
C:\ProgramData\Acronis Mobile Backup Data\acronis-local-data
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Jean, good news for making some progress with this issue.
I haven't found any issues with changing the location for mobile backups and have always done so across multiple recent versions of ATI as I don't want any such data stored on my OS drive!
For recovery, please see forum topic: Phone backup (recovery)
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Hello Steve,
I do not have the same screenshot for the "Settings", my downloaded TI2020 is Build 21400...but
Even i try to change the "Mobile backup mobile location", no change is done... and it is the same when creating the backup task, trying to change the destination... (my point 2)
I did see your pointer for restore backup, and i will try it later (my point 3)
Regards
Jean
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Jean, was ATI 2020 installed using an Administrator account?
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Jean, sorry but I am running out of ideas to suggest to you other than that if you still have the trial copy of ATI 2020, to open a support case directly with Acronis and direct them to this forum topic and say that the issue remains on 2020 for not being able to change the Mobile Backup location.
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I had exactly the same problem as Jean, running latest version of Windows, Android and the mobile app being unable to connect after scanning the QR code. I suspected the port 58081 and 58082 may be the issue. I turned off the Windows Defender firewall temporarily to test my theory. It connected immediately. I have since added these ports to the Incoming Rules on Defender and and it is now working with the Defender Firewall back on.
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Thank you for sharing your experience, Starrex! We've added the step to check ports in the respective article https://kb.acronis.com/content/59581
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