Acronis suddenly stopped working, says it's not activated and shows "Internal error in OpenSSL library."
Hi.
I had Acronis Home Office set up and running with the protection module turned off. It has worked normally until today. From out of nowhere the notification icon started saying that a connection issue ocurred, followed by a warning that the software was not licensed.
Tried rebooting the computer but it did not fix the issue. Opening the program shows the software as "Acronis Cyber Protect Home Office Premium" but at the same time the warning "Activation required! Days remaining:31." and a button called "Resolve activation problem".
But at the same time, on the top right it shows my login to my Acronis account, as if it was working normaly.
Using the web dashboard, I get a different error, stating "Internal error in OpenSSL library.".
Checking the detailed error log, it shows "There is a connection problem or an error on the server. Check your Internet connection or try again later.".
Obviously the connection is ok, since the dashboard os opening and at the same time checking it with PingPlotter for example says everything is fine.
Any ideas on what can be the cause for this? Is anyone else experiencing the same issue?
Below I've pasted the full detailed error as recorded by the web dashboard.
Thanks,
Alexandre
Log form Dashboard:
Error
DATE AND TIME
Feb 20, 2022, 21:55:45
MODULE
487
MESSAGE
Additional info:
------------------------
Error code: 10
Module: 487
LineInfo: 0x7e325a09a87cf93c
Fields: {"$file":"c:\\jenkins_agent\\workspace\\ati-main-win-ati\\417\\home\\acronis_xml_rpc\\impl\\method_call.cpp","$func":"Home::Rpc::MethodCallRpcRequestPoster::PostSslRpcRequestUtf8Helper","$line":"253","$module":"i_demon_vs_39703"}
Message: There is a connection problem or an error on the server. Check your Internet connection or try again later.
------------------------
Error code: 17
Module: 487
LineInfo: 0x3759f908727a7b29
Fields: {"$file":"c:\\jenkins_agent\\workspace\\ati-main-win-ati\\417\\home\\acronis_xml_rpc\\impl\\ssl_connection.cpp","$func":"Home::Ssl::SslConnection::prepareOpenedConnection","$line":"358","$module":"i_demon_vs_39703"}
Message: Cannot establish a secure connection to the server. Please check your Internet connection or try again later.
------------------------
Error code: 7
Module: 487
LineInfo: 0x3759f908727a7b29
Fields: {"OpenSslErrorCode":"336134278","$file":"c:\\jenkins_agent\\workspace\\ati-main-win-ati\\417\\home\\acronis_xml_rpc\\impl\\ssl_connection.cpp","OpenSslErrorTextLib":"SSL routines","$line":"358","OpenSslErrorText":"error:14090086:SSL routines:ssl3_get_server_certificate:certificate verify failed","$func":"Home::Ssl::SslConnection::prepareOpenedConnection","OpenSslErrorTextFunc":"ssl3_get_server_certificate","$module":"i_demon_vs_39703","OpenSslErrorTextReason":"certificate verify failed"}
Message: Internal error in OpenSSL library.
I have a similar problem and got the same "check in 24 hours" response. It would be nice if Acronis would be transparent about their server problems and put a notice on the support web page acknowledging the issue and giving updated estimates on when it will be fixed.
I have also a similar issue, I dont use Acronis protection since I have another protection. I open a ticket on this issue.
Same issue here and support also told me to wait 24 hours. Would really appreciate some more transparency - if they know they have a server issue, it should be posted on the support page so we're not in the dark.
I'm getting the same error - came here looking for a solution!
Same error here also.
Is a long term problem that they don't care enough to maintain a status page for when they have problems.
same here also.
And they don't care enough to have a Status page for situations like this.
I posted a link to a another thread, but it has gone for Moderation.... due to the link I suppose.
? Everything is Moderated.
I thought I was a customer.
I had a similar occurrence tonight where I am unable to backup to the Cloud. Interesting thing is that I renewed my 3 user subscription for a year on November 30, 2021. Cleverbridge sent a new product key and my credit card was charged. Since I had "renewed" the subscription, I just kept merrily going along my way with daily backups being performed, including those to the cloud. Tonight when I discovered that cloud backups weren't working and I logged into my account, there is no evidence of my renewal and it looks like I have been booted out for non-renewal of the subscription which of course I paid for a couple of months ago.
I uninstalled the program and installed the trial version and attempted to enter the product key provided with my November 30 renewal and discovered this does not work. Naturally, the trial version will not accept the product key from my renewal in 2020. When I select trial version and indicate I have an account, the system will not accept my login.
Just a wee bit frustrated with a product that has never caused any grief in the 12 years I've been using it.
Same here. I've been fighting with it for an hour. I have a scheduled cloud backup job that is failing and a "license" error. Everything was fine earlier in the day and my local backup ran last night. Hopefully its fixed in the AM so I can get my backup job to run.
Are all of you using the same server? If you are that might suggest an issue on that particular server. At any rate you should contact support for this issue.
I don't know why my replies to this thread aren't posting. I'm having the same problem. I was told by support to "wait 24 hours". In the meantime, my backups aren't operational. Anyone from support want to contact me with more information? Case #05357458.
I'm seeing the same error. The only difference is that the program knows that it's activated and my account is valid. But I'm seeing the same error messages in both the program and on the dashboard. I've sent in a ticket.
My issues began when I noted one of my daily cloud backups did not work. I also got the screen shot indicating activation required. When I got an installation code and tried the activation on a second computer, the code was unacceptable.
I probably have thrown a wrench into the works by uninstalling and reinstalling and this does not work either as the system won't accept my product ID or allow me to log into my account. Even attempting to use a "trial version" gets me nowhere as the system will not accept my Acronis account login credentials.
I have entered a system support ticket. Enchantech may have something by wondering about which backup server we're having issues with. My cloud backups are supposed to go to the US server.
A little frustrating to say the least as I need my backups to complete and now have a program that I can't even get into to manage the backups to a local drive.
I am seeing the same error.
My account is validated if I sign in and view my subscription.
But the Online dashboard says that activation is required, giving me the nominal 31 days, and in the meantime all my scheduled backups are failing.
I don't know wat server I am on. I don't see where that is set in my Settings panel.
Ticket submitted. No response yet
I posted a message on the Facebook page. The message sat there for a few minutes, and then was deleted.
Same issue here.
Same issue here since yesterday.
Same issue here (OpenSSL error when trying cloud backup). Logs show the below certificate issue.
My backup is to the EU datacentre, so if people are having issues with US backups as well, looks like it's a wider problem? I've logged a ticket, so we'll see what transpires.
| error 0x1e70007: Internal error in OpenSSL library.
| line: 0x3759f908727a7b29
| file: /Users/hudson_agent/bs_hudson/workspace/ati-main-mac-ati/733/product/home/acronis_xml_rpc/impl/ssl_connection.cpp:358
| function: prepareOpenedConnection
| line: 0x3759f908727a7b29, /Users/hudson_agent/bs_hudson/workspace/ati-main-mac-ati/733/product/home/acronis_xml_rpc/impl/ssl_connection.cpp:358, prepareOpenedConnection
| OpenSslErrorText: error:14090086:SSL routines:ssl3_get_server_certificate:certificate verify failed
| OpenSslErrorCode: 0x14090086
| OpenSslErrorTextLib: SSL routines
| OpenSslErrorTextFunc: ssl3_get_server_certificate
| OpenSslErrorTextReason: certificate verify failed
This, together with the fact there's no status page and the opening of UPNP BitTorrent port 6888 for Acronis Updates without my permission means I'll not be renewing my subscription when it runs out.
Hi all.
Thank you for the feedback.
Apart from the Home Office version I also have a single Cyber Protect license and that one is working fine. Just checked and I was able to connect to the computer from the console and request a backup, although for a couple of minutes the computer said it could not connect:
In my case I uninstalled Acronis Home Office while troubleshooting and I was going to reinstall it but noticed that although I released the license in the portal and it shows 0 out of 3 assigned, at the same time it shows the backup running on the computer, where it is no longer installed.
I am seeing multiple users reporting the same or similar issues with not being able to sign in to the Acronis servers for the Cloud or activation, so looks like there is an issue for Acronis to fix in those areas.
Unfortunately Acronis never publish any information about scheduled or unscheduled outages for their servers which leaves users in the dark about what is happening or when issues might be expected to be resolved!
Please continue your interaction with Acronis Support for your open ticket or open a new ticket if necessary as they are the only people who can resolve this type of issue!
Thank you for the feedback Steve.
I'm waiting for feedback from Acronis. From past experience they should provide feedback very soon.
But I must agree with everyone else, right now a company with such varied high end services such as Acronis should have a service health dashboard. Just a red, yellow or green flag would be sufficient.
Even more, when the services depend on the web for something as simple as a backup from a home PC to a home NAS on the same network. Depending on a remote web dashboard is insane.
The software itself is already huge and slow (latest download ~700Mb), with an integrated AV that many people don't feel the need for, and on top of that depending on an internet connection even for making a small backup is just...well weird. Feels unoptimized.
The web service that from this post we can see it is critical for the local installation not having a service health dashboard is inconsistent with the quality, stability and security Acronis is trying to be known for.
Alex, I can only say that I agree fully with your comments.
As for the reliability on the web dashboard, I am not a fan and do not use the dashboard plus have remained on ATI 2021 where I have perpetual licenses which avoids any dependency on the Acronis cloud for my local backups, including to my NAS.
I do have ACPHO but it is on a Hyper-V VM for testing & support purposes, so non-critical for my day to day activities! I am not seeing any issues with my ACPHO other than the fact that it hasn't been able to download any Protection updates, which looks to be a linked issue for the Acronis server problems being reported!
The lack of a service health dashboard showing the status of any outages etc has been a complaint raised many times over the years but seemingly ignored by Acronis!
Hello Everyone,
thank you for reporting the issue! Acronis engineers are working on the fix with the highest priority. We'd recommend trying to log in again in 24 hours.
It started working for me this morning. About an hour ago.
Working for me now too.
Same account error
But, my local backups worked
Now the AV Scan does not work, sits at "calculating remaining time ...
I have to close the program, STOP does not work
Bill, the scan may be trying to download the latest protection updates first and that aspect may still be seeing the recent server issues!
It's working normally now.
Great news.