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Server connection error for cloud backup when selecting Options or Recovery

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I'm a new user of ATI 2018 and this forum. I performed a full PC backup to Acronis Cloud, but when I select the "recovery" button at the top of the GUI, or when I try to change the next backup date or select the "options" button at the bottom of the GUI, I get an error popup that reads "an error has occurred either during connection or on the server. Check your internet connection or try to sign out, restart the program and sign in again". The error event code is: 0x006400CB+0x0064026F+0x01900009+0x01900001.

I have a solid internet connection and I've tried signing out, restarting the program and signing in again and I get the same error every time. The cloud backup appears to be valid because I can access it via the web console (dashboard) and am able to browse and download files. It is just not accessible via the program without this error. 

Is this a known bug within the program and if so, is there a known fix or workaround? How does one go about changing the options for the cloud backup (frequency, continuous, incremental, etc.) if not possible through the program? Mine appears to be set to default but I can't change it without getting the error stated above. Also, I assume the "recovery" button in the program doesn't do anything other than supply the error stated above? Thanks in advance if anyone has any idea about how to resolve this. 

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You might try using the Cloud connection tool found HERE

 

Thanks Enchantech.

I downloaded and ran the cloud connection verification tool for my server (US-2). All connections successful with no errors, but at the end under RPC servers it gets to a point where is has "verifying connection" with a lower case "s" in a flashing cursor, which then changes to a "p" in the flashing cursor but proceeds no further after a very long wait. It's unclear if that's the end of the verification or if it hangs, as it never lists and error. 

Please open a Support Case direct with Acronis for this Cloud issue - they can check the server side of the connection and look at logs etc.

Can you Validate this cloud backup?  The connection tool showing a good connection and the fact that you can open the backup in the dashboard indicates that all is well on the cloud end.

 

Enchantech, I don't see an option to "validate" the cloud backup. I see an option to validate a local backup (which I did and it's good) but no validation option for the cloud (unless I'm overlooking it). As you have stated, I can get to the backup via the dashboard and can browse and download files. 

There is no option to validate a Cloud backup that I can see either, only options to Delete, Open location or Search files is offered.

Did you get any feedback on the Support Case that you opened?

I hate to say this, but I've had the same or similar problems off and on for several months. There is some kind of problem on the cloud server that keeps coming back. I don't know if it affects everyone, or just me.

One of the options for a cloud backup is to choose the data center. One ATI tech had the presence of mind to have me try using the data center in Germany. That worked fine.

My apologies on the Validation question.  What I meant to say was can you verify the datacenter server by selecting Open Location which will open a web browser instance and load the backup?

If that fails then I would think that for some reason the application has lost reference to the correct datacenter server that the backup resides on.  In that case Support will need to resolve the issue.