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RESOLVED: Cloud Backup Fails - Cannot Resolve Host

Thread needs solution

I upgraded to 2016 and now the cloud backup fails continuously.

I can successfully log into the account from the web console.

Windows 10 x64.  

Log:

1    True Image    1/4/2016 7:48:42 PM    Operation Tombo-Cloud started manually.

2    True Image    1/4/2016 7:48:42 PM    Operation description: Stage Description.

3    True Image    1/4/2016 7:48:44 PM    Operation: Backup

4    True Image    1/4/2016 7:48:44 PM    Backup type: file level

5    True Image    1/4/2016 7:48:44 PM    Operation: Consolidation

6    True Image    1/4/2016 7:48:44 PM    Priority changed to Low.

7    True Image    1/4/2016 7:48:44 PM    Cannot resolve host ''. Check your Internet connection.

8    True Image    1/4/2016 7:48:44 PM    Operation has completed with errors.

Not much to go on here.  It was working fine until I upggraded.  Any ideas?

0 Users found this helpful

This is a classic DNS error in which the hostname (name of site) cannot be resolved into the correct IP address for the Cloud server.  I suggest yo contact Acronis Support to find our which server is for your area and how to remedy the problem on your system.

Update: This was resolved by a tech support call.  Apparently when the upgrade from TI2013 to TI2016 occurred, the certificates were not properly upgraded.  

Deleting the certificates at \ProgramData\Acronis\TrueImageHome\OnlineBackup\<user_email> and forcing a re-download solved the problem.  The transcript of the call is below for reference.

Me (1/5/2016, 1:17:05 PM): True Image 2013 Cloud worked.  Upgraded to 2016. Fails with error shown immediately after upgrade 
Sandeep (1/5/2016, 1:27:18 PM): We need to check if the ports are open 
Sandeep (1/5/2016, 1:28:01 PM): Please use the link below in order to check if the ports are open. 
Sandeep (1/5/2016, 1:28:02 PM): http://dl2.acronis.com/u/kb/AcronisCloudUS2Check.exe 
Me (1/5/2016, 1:32:36 PM):

Verifying connection to Front End Servers
Performing Name Resolution for: cloud-fes-us2.acronis.com...SUCCESS!
Verifying connection to 4.53.56.196 on port 44445...SUCCESS!
Verifying connection stability to  4.53.56.196 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 4.53.56.208 on port 44445...SUCCESS!
Verifying connection stability to  4.53.56.208 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 4.53.56.212 on port 44445...SUCCESS!
Verifying connection stability to  4.53.56.212 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 4.53.56.198 on port 44445...SUCCESS!
Verifying connection stability to  4.53.56.198 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 4.53.56.195 on port 44445...SUCCESS!
Verifying connection stability to  4.53.56.195 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 4.53.56.197 on port 44445...SUCCESS!
Verifying connection stability to  4.53.56.197 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 4.53.56.209 on port 44445...SUCCESS!
Verifying connection stability to  4.53.56.209 on port 44445...
Connection was verified. Packets Success rate 50/50
Verifying connection to 4.53.56.216 on port 44445...SUCCESS!
Verifying connection stability to  4.53.56.216 on port 44445...
Connection was verified. Packets Success rate 50/50

Verifying connection to Registration Servers
Performing Name Resolution for: cloud-rs-us2.acronis.com...SUCCESS!
Verifying connection to 4.53.56.213 on port 55556...SUCCESS!
Verifying connection stability to  4.53.56.213 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 69.20.59.100 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.100 on port 443...
Connection was verified. Packets Success rate 50/50
Verifying connection to 69.20.59.101 on port 443...SUCCESS!
Verifying connection stability to  69.20.59.101 on port 443...
Connection was verified. Packets Success rate 50/50
Please read the above log for results of connection verification. Press any key
to exit 

Sandeep (1/5/2016, 1:35:51 PM): Please check by issuing the telnet command. If they are accessible, you will see a blank screen after issuing the command. 
Sandeep (1/5/2016, 1:36:23 PM): telnet rpc.acronis.com 443 
Sandeep (1/5/2016, 1:36:46 PM): In Windows Vista and Windows 7/8 you may need to enable telnet first. 
Me (1/5/2016, 1:37:14 PM): The port opens successfully 

Sandeep (1/5/2016, 1:40:29 PM): We need to check if the proper certificates are present. The location where we can find the  certificates is as under 
Sandeep (1/5/2016, 1:40:33 PM): \ProgramData\Acronis\TrueImageHome\OnlineBackup\<user_email>\client.crt 
Sandeep (1/5/2016, 1:41:00 PM): User email is your email account under which the online subscription is activated. 
Sandeep (1/5/2016, 1:44:08 PM): You need to open the certificate file and it would give you the details valid from [DATE when it was issued to DATE when it expires]. 
Me (1/5/2016, 1:45:17 PM): From: ‎Saturday, ‎March ‎21, ‎2015 11:41:22 AM 
Me (1/5/2016, 1:45:29 PM): To: ‎Tuesday, ‎February ‎16, ‎2016 10:00:58 AM 
Sandeep (1/5/2016, 1:47:43 PM): I would request you to please move the certificates from this location to a different location and then relaunch the application. 
Me (1/5/2016, 1:51:08 PM): Looks like that may have worked. 
Sandeep (1/5/2016, 1:55:59 PM): It looks like that it did not downloaded the correct certificates while upgrading to Acronis True Image 2016. Now we have moved the old certificates, it has downloaded the correct certificates from the server. 
Sandeep (1/5/2016, 1:56:12 PM): You can delete the old certificates. 
 

Hmm, that's interesting.  Makes no sense to me why you would get a hostname error instead of a certificate out of date error in your Log.

Well, at least your problem is resolved.

I had the same issue, and this solution worked for me as well.  Thanks!

This is perhap a chronic issue with the product.  While recording this fix for my notes, I noticed that the same thing occurred on the upgrade from True Image 2012- to 2013.

 

I too have encountered this problem "Failed to resolve Host".  While the solution in this thread does work, I find I have to do this repeatedly and Acronis fails to automatically back my files up to the cloud because of it.  I then have to catch the failed back up and initial the back up manually.  Acronis should have fixed this problem by now.  Any progress??

Ed

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Hello all,

We tried to reproduce the error, unfortunately without success. I've found one documented issue where the same behaviour is described, it's still unresolved. I would recommend you to contact our support team.

Thank you,

Hello Ekaterina and others.

In this case, if the issue is difficult to pinpoint or resolve, would it be possible for the OP to manually update his localhost file on his machine with an entry (or entries) that would point the local system directly to some of the cloud server names and IP's locally instead of relying on DNS?  I'm not sure how many cloud servers there are, but in his case, if it were possible to provide a list of a few Acronis clould server IP's and names that could be added to the local host, it might be a work-a-round.  

The localhost file is typically located at:

C:\Windows\System32\drivers\etc\hosts  

and can be edited with notepad.  Bascially, on a new line you add the IP and fully qualifiied domain name that the IP should resolve to and that creates a local system entry to use instead of relying on DNS to make that resolution.

 

One note to Bobbo's comment above:

Edit of the hosts file in Windows 10 is a bit different because of new security rules.  You can still edit the hosts file with Windows Notepad however you must run notepad as Administrator to do so. 

Additionally, this may not work in Win 10 because of the current issue with Network Discovery that Win 10 has.  In most cases it would but there are others where this might not be true.

Microsoft reportedly will have a fix for the discovery problem with the planned next major upgrade of Win 10 that is due to hit in March 2016.

Hello All,

I am also getting the same error after i configured the Local Storage Gateway.

But i could not found TrueImageHome directory in  path \ProgramData\Acronis\

(\ProgramData\Acronis\TrueImageHome\OnlineBackup\<user_email>  )

Still i deleted the certificate fro path : C:\ProgramData\Acronis\BackupAndRecovery\OnlineBackup\Default

Its not working for me.

see the error :

C:\Users\admin\Downloads\ABC_connection_verification_tool>msp_port_checker_en-US
_x86.exe -u=ankit -p=Cloud@123
Check for sg-baas.acronis.com 443 Ok
        119.81.85.194 Ok
Check for sg-baas.acronis.com 7787 Ok
        119.81.85.194 Ok
Check for localgateway.cloudxchange.io 44445 FAILED
        192.168.2.10 FAILED
Check for sg-bc-baas.acronis.com 8443 Ok
        119.81.85.194 Ok

 

Please help.

Regular Poster
Contributions: 198
Commentaires: 120

Deleting the certificates worked for me. As for the message "Cannot resolve host" I do sometimes wonder about the processes that led to a programmer writing this error message. Insufficient caffein? After deleting the certificates the cloud backup worked perfectly.