Remote server {0} is unavailable

Hi Bill,

since a few days I have similar trouble trying to access my online backup: message 'storage server is not available'.
It started after the upgrade from ATHIH2011 to 2012 too: During a backup using Acronis I got a total network shut-down on my PC (WIn7 64 Prof).
Afterwards I lost the contact to my online backup as described. But I get some additional information about ssn and rqst number.

I did contact the support using the chat last Saturday (26.11.2011) . But no idea that came from the friendly person did help. By the way he told me he heard that there are also other users from European having such an issue. But at least he didn't found any answer to the problem.
I still awaiting a hint or what ever to access my data again from the support.
Regards
Helge

i just can`t for the life of me figure out why no one can fix this. Seems a little absurd. Why would they offer a service like this if it can`t be fixed by the people who developed it? Furthermore the company will not even comment on it, never mind try to help. One thing is for sure though, they got paid.

Nevermind. Thanks for the incredible help though. Took awhile but I figured it out by myself. Acronis service is top notch.

Could you give a hint how you did solve the problem.
Thanks

Out of complete frustration I uninstalled ATIH 2012. Keep in mind my install was an upgrade from ATIH 2011. I then downloaded a fresh copy of ATIH 2011 and a fresh copy of ATIH 2012. Installed 2011 restarted then installed 2012 and now it works. Now if i click on an online backup I can see it. Seems normal now. Now I`m going to try a compete backup and see what happens. But unfortunately I still don`t have much confidence in this software. I still would like to hear from the dev as a reply to my email requests or on this forum even if my problem was solved by a simple reinstall. The versions I uninstalled and the ones I reinstalled were both of the same version number, the newest.

Well, the Acronis service portal tells about general problems concerning the online backup...

Same issue for me when clicking on Sync Tab, then Online Storage. Here is the error from Arconis:

Storage Server is not available

Sorry, the Storage Server is not available now. Please try again later.

Less information

ssn : E26CA0951356EE043981175D847F8199.alpha
rqst : 6010cc19

That's the same message (other IDs) I get if I try to access my backup data using a web browser (via on-line account).
If I try the same using Acronis then message like 'invalid coding key' (sorry, I get an German text) appears. But I never did change my coding key (it's stored in password safe)

I did a complete cycle de-install --> reinstall Acronis without any effect.

Same issue here, both in accessing recovery page https://obstorage.acronis.com/login/login.htm, and via the Online Backup Client. Since I'm having trouble both via Web and my local client, it can only be Acronis, and not trouble with my software. The server could be down, or they may have corrupted the account registration info. I should be good through next Oct. I tried via another PC (I backup two PC's) and same issue.

So, I chatted support. I get so frustrated because I don't feel they listen or really have any depth of knowledge. They seem to only follow a script (like a robot). I asked for network outage info and they could not provide or have no access that info. I explained what my problem was, and my error codes (that link to nothing in the KB), and what actions I'd taken. The agent proceeded to ask me to repeat exactly the same actions that I just told him I already did, and getting the same results. I get so frustrated talking to support, I actually feel like I'm teaching them how to do their job, vs. getting quality, targeted answers.

The result was, he didn't have access to network outage info, didn't know how to fix, or the meaning of error codes. The support answer (after 30 minutes of my time) was to try again later.

This has been a problem all day. And not one notice anywhere on the Acronis website. There are plenty of solicitations however, to upgrade to ATIH 2012.

I see this error when accessing via Web:
Storage Server is not available
Sorry, the Storage Server is not available now. Please try again later.
Less information
ssn : 00407B64606F0F48C8CB71FC432B8406.alpha
rqst : 4edddc70

and I see this error when access via local client:
To access the online resource manually enter the event code at: http://kb.acronis.com/errorcode/
Event code: 0x00980352

I'd love to hear if someone gets this working or receives better support/advice.

Thanks,

I have had contact to a friendly supporter via on-line chat but without a positive result . Now I have got an issue number by the support and after 'try it later again' we are still in contact by email.
At least (up today) I got a message to do all the same as discussed with the supporter before during the on-line chat contact: check certificate (local client.crt) again.
If this wouldn't work for me (as it does) I should use beside other tools also the tool "AcronisInfo.exe" from their web site (http://kb.acronis.com/content/2707) to generate information about a lot of internal details from my PC / Windows. But I wondering why should they need so much information from my PC if the access doesn't work if I use the web interface with IE or Firefox. So I didn't provide these detailed information.
The description of all these todos for me provide by the support was a standard text for US (used: storage3.acronis-hosting.com). For Germany I have the information the backup server is storage1.acronis-hosting.com.

In parallel I tried also the Online Backup Client having the same bad result.

At the moment it seems to me they won't speak about the real problem.

I too am getting the same error on three different systems configured to use the On-Line backup. SO it's NOT the install, it's something with Acronis Storage.

It appears that this message just started to affect me three days ago. But from what I see here on the forums, its been an on-going issues since the beginning of December.

One-line web page access returns the same error that I am seeing in the backup logs indicating failed attempts to backup my data.

Storage Server is not available
Sorry, the Storage Server is not available now. Please try again later.

Less information
ssn : 5B4B07907C78BE2B2DEFC388AA190389.alpha
rqst : 6c40f9f8

I moved to Acronis because I had previously used Symantec (Norton) On-line backs which was a horrible service.

Acronis fix the issue or Carbonite it starting to look pretty good right about now!

I'm having the same problem you have all described. I too will soon have to start looking for another online back-up service. I would also like to confirm that, like others, I have received friendly, but incompetent, technical support from Acronis.

I finally got through to the Support Desk via the CHAT function.

Definetly friendly, but had no additional information other than "Others" have been reporting similiar issues. They also had No ETA on fixing the problem.

It appears this issue has been on-going since the beginning of December for many people. Hope they get their act together or I guess Carbonite will be the next vendor I use for a Backup solution. Norton Backup is absolutely horrible and clunky to work. It either works or NOT, there is no in between for that product.

I've been using Acronis tools on the local system for years, so I figured that they had a tested process for enabling on-line backups... guess it still needs some work?? Patiently waiting to see if they get it resolved sooner than later.

Because I have a second backup stored separately I could kill the Acronis backup and restart to store. But the way Acronis handles this issue don't force me to trust this company as storage provider for the future.

I tried STRATO before, but there was no encrypted storage available. The user could handle this by using TrueCrypt. It sounds nice, but to to store larger amounts of data one has to build a large truecrypt file. And for each smallest change one has to upload the complete large truecrypt file. Because in Germany at least for private person the upload speed is very slow (I have at maximum 2 Mbit/s; typically: 1,4 MBit/s) it take a lot of time to store e.g. 30 GByte data.

So the way by Acronis to backup including special encryption and to store differences only was is interesting for me.

Had the same Problem on ATIH2011 Online Backup. Finally tried the workaround as described here: http://kb.acronis.com/content/8303?stay=1
and added the "RequestTimeout 300" code to the CONFIG.XML file as described.
I did that in the "C:\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup" directory and in all subdirectories.

Since that modification it connects much more reliable, but still not always. Maybe I even need to increase the 300-value...

Give it a try and let me know the results.

Good luck, Haeckli

I followed the article and your input. The rpc.acronis.com 443 (https) appears to be the issue. I was not able to telnet to only that of the 3 specified. I then modified the config.xml files and added a firewall rule explicitly for that address and port. Now Telnet works, but ATIH 2012 still receives the Online "server unavailable" error. Everything points to a service failure with Acronis servers in the cloud.

I reported yesterday, no connection. I checked yesterday, and was not able to telnet to the second of these three ports; obstorage.acronis.com 55556, storage3.acronis-hosting.com 44445, rpc.acronis.com 443, but the first and third connected correctly.

This morning, I could telnet to all 3 again, but still no connection, still getting server error noted above.

Now, 48 hours later, I am backing up again.

Nothing has changed on my end (software, firewall, carrier, passwords), but now its working for me at least.

I was hopeful after your last comment. But I still have the same issue (just checked) if I try to get access to the backup using firefox and the web application of Acronis. SyncMe was and is all time available.

Just relaunched ATIH after doing a bunch of other computer work (updating an Excel xls) while ATIH 2012 program was NOT running (but Non-Stop and Sync are running) and am now connected to OnLine Backup. No changes since my last attempt when I added the FW rule and changed the config.xml

Is this server error going to a continuing monthly issue? Same time last month all online backups stopped working. Server Not available error on website!

ssn : 372E549FE5B8C6FADEE96E2F3464AB52.gamma
rqst : 3fb85e58

And this online solution was my choice after fighting with Norton Online backup client that just was too clunky! I guess Carbonite will be my next choice.

Acronis' other product's have never failed me, but this online backup is flaky at best! When is the server coming back online?

My telnet works every time. I opened the ports listed on my router and turned off fire wall. Still no luck. Next I downloaded the Online Backup Program and tried to install it, thinking that it may have been updated. The installation stopped with a message that the program was not compatible with ATIH 2012.??

http//heddly.com/images/incompatible_with_ATIH2012_15.0.6131.jpg

Edward;
I've seen this problem you show in attachment when I have installed ATIH, and then try to install the stand-alone backup on the same machine. I've discovered that there are actually two versions of Online Backup. The latest stand-alone is build 4139. I use ATIH 2011, so I cannot tell you the Online Backup version for 2012, but mine is build 4158. I have two PCs, so that is why I have ATIH on one and stand-alone on the other. If this is your situation, the solution is to load only the one appropriate program on your machine.

Online Backup is fixed

Thanks for the response Mike Mecklenburg. At least someone is willing to offer help.

My quick solution was to uninstall ATIH12 and reinstall it, and reinstall the ATIH12 Plus Pack. I am uploading with Online Backup now with no issues.

I think that Acronis should have the installer check that the Telnet services are running and if not, offer the opportunity to enable it to eliminate this bug in the installer.

Is anyone getting the message

Sorry, the Storage Server is not available now. Please try again later.

when trying to login to recover from the web.

Also is anyone getting a password is invalid when trying to recover from ATI2012 online backup or trying to perform an online backup. Is this typical of Acronis when their servers are down? How often does this happen?

For my case it seems to me it was an issue related to a crash during the first running backup after switching over to ATIH12. After such a crash I got the trouble. But I really don't know what was the first event: the crash or the access issue!
Because I know any storage in the cloud may fail as any local storage I use the Acronis backup as one of several backups.
That's why my final solution for the issue (after trying the support without getting closer to any solution; I didn't accept tools from Acronis to collect a lot of data from my computer for support cases):
I did delete the password protected backup area and did run the backup again from scratch. I'll see how often such an issue will occur next times. If the issue will happen again I'll look for an other provider. Up to know I don't have any trouble since at least two weeks.

Again, after a month of working with little issues, it appears that the backups have been failing for 5 days.

I now get the following error when logging into the OnLine Backup web portal. (cloud-wrh-us1.acronis.com/index.htm)

Storage Server is not available
Sorry, the Storage Server is not available now. Please try again later.

Less information
ssn : 92CDCE794CE893E189871D572076B112.alpha
rqst : 7b455dfc

The client software provides the error Remote Server {0} is unavailable.

More information about this error and solutions may be available online in the Acronis Knowledge Base.
To access the online resource manually, enter the event code at: http://kb.acronis.com/errorcode/
Event code: 0x006400D0+0x00640909+0x009800DE+0x000B0421+0x000003E9+0x001703EE

KB Article provided little to no help to resolve the issue.

After reviewing the backup logs. I see errors indicating the following:

Failed to peek data from the SSL connection.
Request timeout has expired.
Operation has completed with errors.

All errors have KB articles that do not provide resolution or clarification of why it had the error.

This is the fourth time I have had backup errors with the Online product. Unfortunately, Acronis product reliability is starting to make me doubt I should continue its use. 5 days of a system having back up issues and not being able to get to data via the web portal are significant issues. I no longer believe that the backups are error free and I have no way to validate them.

Acronis Online Backup is a unreliable backup solution and I have to move to a different product at this point, as I cannot take the risk of loosing data.

Please advise on resolution to this server unavailable problem.

I'm new to online backups, and I'm still inside the 1 month trial window. It does not appear reliable in the least.
Over the 16 days it has been running, 12GB of data has successfully been stored in the account, but the error log is littered with the above errors ie;

Failed to peek data from the SSL connection.
Request timeout has expired.
Operation has completed with errors.

I've also seen more generic errors:
'There is a problem on the server. Please wait while it is being resolved.'

My read of the above would be simple - the remote backup server did not respond as expected.
I can, in fact, only see 1 successful completion in the full set of attempts. Unacceptable.

I'm also unable to examine the backups from a web browser, with the same error as other have reported - the backup server is unavailable. Underwhelming, and certainly not going to be fixed by anything at my end.

I have spent money upgrading my copy of Home Backup 2011 to 2012 in order to take advantage of this feature. Before I throw good money after bad and sign up for an online subscription, I would like to see something, anything, from an Acronis representative in this forum to indicate that they acknowledge an issue. The inability to provide any sort of service status indicator online, and the stonewalling when speaking to representatives, does not inspire confidence. Otherwise I will be investigating a) online alternatives and b) a refund for an upgrade I did not need.

Acronis Help Desk and Online Knowledge Forums have been of no assistance with resolving this ISSUE!

It now has been more than a two weeks since I have had a successful backup where I was able to log into the web portal to verify the data.

I now have my doubts that Acronis will resolve this reoccurring issue with contacting the backup server anytime soon.

I continue to get the following error:

Storage Server is not available
Sorry, the Storage Server is not available now. Please try again later.

Less information
ssn : 144CC7F337BFE7AA52450A3EE06EA03E.gamma
rqst : 3896e05e

So it would appear that the Cloud Computing solution used by Acronis has significant issues. Acronis Online Backup product is not where it should be considering all the other great applications within their software suite.

I am extremely disappointed about the Online backup connectivity problems.

Any assistance from within Acronis would be extremely helpful, as there are no resolutions or work around solutions within the Acronis Knowledge base, in fact there is a deep void of information about this issue. Yet according to the forums lots of people are having the same issue with the Online Backup application and site.

OK, the backup server at least appears to be up. However, if I login to the web interface, I'm now told I have 'no backups' and no storage used (previously indicated that I had used 12GB of space, so it was working at some point).

This is without any change to backup settings, which don't specify any aggressive culling of previous backups. My online backed up data just appears to have vanished.

My trial period still has 6 days to run. This is not on. I will be moving on.

Hello all,

Thank you for your comments, and for sharing your feedback with us. Rest assured it's been forwarded to the Development, and Management team.

We entirely understand your frustration, and would like to apologies for the inconvenience you've faced with the product.

This issue is important for us, and we would like to have all the information about it stored in one place. So we would sincerely appreciate if you could refer to this thread for future comments.

Please also check this comment for the information on how to troubleshoot, and solve the issue faced. In case none of the solutions helped, and you've obtained the diagnostic information, please forward it to support for further investigation, you can find the instructions on how to contact tech department in this thread. We provide unlimited support for Online Backup during the entire subscription period.

The subscription time lost on investigation, and while the product wasn't working, is compensated 100%.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you.