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Network disconnected by timeout.

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Hi,

I'm hoping someone can help.

 

Every time I try to do a backup to Acronis cloud, I get:

"Network disconnected by timeout".

I'm on Windows 10, using the latest and greatest Acronis True Image 2021, build 30480.

 

What I have tried:

- Restarting my PC, and the router.

- Reinstalling Acronis True Image

- Renaming the OnlineBackup folder and restarting Acronis

- Logging out and back in.

- Turning off encryption.

- I've tried leaving it overnight, I've tried running it at different times

 

My set up:

I'm on Virgin Media cable, with a download of about 400Mbps and upload of 35Mbps.

I'm trying to back up my C: drive (about 100GB), and my D drive (About 300GB).

The backup is to the data center in France.

The C drive is an SSD and D drive is a hard drive. 

 

Since buying the software over a week ago, I've not been able to accomplish one successful backup.

 

 

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Stephen, welcome to these public User Forums.

Is there a reason why you have chosen the French data centre for your backups if you are on VirginMedia cable and not using the London servers, assuming that you are in the UK?

Next, I would recommend splitting your backup and having separate backups for your two disk drives, as this will enable you to have separate backup schedules for each drive according to how often your data is changing etc.

Third, I would also recommend making further backups to local destinations and not relying only on having backups to the Acronis Cloud.

There is a new log viewer tool that has now been made available by Acronis via the Community Tools KB page.  See the link in my signature for the MVP Assistant tool.  Please try this tool to review the backup_worker logs that are created by ATI for Cloud backups.

If you need help with reading / understanding the logs, then please zip the host log folder and attach here via the File Upload option.  Using a zip file will preserve that log file names to make it very much easier to identify the correct log and log types.  All logs are stored at C:\ProgramData\Acronis\TrueImageHome\Logs in subfolders of the log type, i.e. backup_worker and ti_demon which are the two main types of logs.

Note: I am also a Virgin Media broadband user in England with my own backups going to the London servers with no issues.

Hi,

I have exactly the same backup issue on a data center located in France (Network diconnected by timeout; in french:"Réseau déconnecté par dépassement de délai").

All my cloud backups on an Acronis data center located in France fail for the same reason. I live in France and it is normal to use a datacenter in France.

If I try to do a backup to a data center in England, it fails for the same reason.

On the other hand, if I do a backup on a data center in the US or in Germany, this one works normally.

I have of course uninstalled TrueImage, reinstalled it from scatch, get the latest release, disabled antivirus (Norton) but still this timeout issue.
I have had this backup issue since August 2020. Before everything was working perfectly.

The backups on my local NAS are working perfectly. I backup some directories on my NAS and in Acronis cloud.

Acronis moved my account which was in the US (I have been an Acronis customer for a long time) to a server located in France (all my cloud backups have been lost, I am waiting for a compensation from Acronis), but this move has not changed anything, always the same timeout error.

At home, I even installed TrueImage on two other computers (laptops using Windows 10) and still have the same problem.

I contacted Acronis Technical Support who opened a ticket (04537042) for this issue. For a week now, I have had no new information on how to resolve this issue. Acronis asked me to do a lot of testing. Acronis even did two remote sessions on my computer to save log files.

This answer to tell you that Acronis is aware of the issue. The issue seems to come from the connection to a data center in France. When will this be resolved? I downloaded 'MVP Assistant (Log Viewer)'. There are indeed connection errors in the 'Backup worker' logs but I am not able to explain why. Acronis received these logs on an ftp server which they sent to me. The issue has been going on for almost two months. I think we'll have to wait for a new release of TrueImage 2021.

As I am french, I apologize for my english and I hope you will understand me.

Regards,

Thank you for your update on this issue and for the support case details.  With these server based errors it is impossible for anyone but Acronis to investigate and resolve the underlying core issues causing the network timeouts!

Cross reference to topic: Current status of 2020 performance issues where other users are reporting similar issues with Cloud backups!

I have not had any issues with Cloud backup, I use the Australian (Au1) server located in Sydney, and I am a considerable distance away (about 850 km road, direct about 720 km).

Looks to me like a server configuration issue - something we users cannot fix.

I suggest that any users impacted by inability to upload to the Cloud ask for a credit as Acronis is not providing the service contracted for.

Ian