Can't see contents of cloud vault in Acronis Backup Advanced 11.7 Management Console

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Hello,

I'm working with Acronis to try to find an answer to this problem that started for us about 2 weeks ago.

We use Acronis Backup Advanced 11.7 and have one vault configured to store backups in the Acronis Cloud. Prior to two weeks ago, we could open this vault in the Acronis Management Console and see the archives and backups for the two systems. Now when we open the vault in the Acronis Management Console, none of the archives are displayed. The details about the vault, such as the amount of space used, are displayed...but the console says there are no archives to display.

We know the archives are in the vault. The backups are continuing to run successfully and write to that vault. The web interface to view the vault shows that the archives are there. We just can't see them in the Acronis Management Console.

Acronis is having me try all sorts of things that haven't helped...

- We ran cloud diagnostics (no problems)

- Turned off firewall (no change)

- Installed the latest update to the Acronis Management Console (no change)

- Removed and re-added the cloud vault (no change)

- I'm now being asked to do the data collection for the system running the Acronis Management Console, but that process never finishes even after running for 6+ hours.

Has anybody else had issues with the Acronis Management Console not being able to display the content of a cloud vault?

Thanks in advance for any ideas you have.

Steve

mer 28/02/2018 - 16:30
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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An update on this problem...

We found the solution by carefully going through a trace in Process Monitor (one of the SysInternals tools available from Microsoft). It was a security certificate problem, specifically that a certificate for the cloud account had expired. The certificate was in this location:

C:\ProgramData\Acronis\AMS\OnlineBackup

When we deleted this expired certificate on the machine running the Acronis Management Console, the certificate was regenerated and now we can see our backup archives in the cloud vault.

While we're happy the problem is resolved, we wonder why there isn't an error message when the expired certificate is encountered. We also wonder why the system doesn't just get a new certificate. Why doesn't the software just handle this situation, rather than fail silently?

Hope this helps somebody else in the future.

ven 02/03/2018 - 15:35
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Thank you for sharing the solution! Unfortunately we cannot say more without the in-depth investigation. If the issue reproduces again please contact Acronis support team, so that our engineers can find the root cause. 

mar 06/03/2018 - 16:44
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