FES Error preventing use of Acronis Cloud Backup
I have three PC's using Acronis for both local and cloud backup. About two weeks ago, the cloud backups started failing due to "FES Request Failed" error messages on all three PC's. Support's only suggestions were the system data collection on all three computers, or deleting and recreating the cloud backups on three computers. I chose the latter.
Currently, I have 100% available space on my cloud account after having deleted my backups. I tried to delete the local backup jobs, and I'm getting the FES errors. I have uninstalled and reinstalled the Acronis 2018 program. I tried to re-create the backup jobs, however, some component of the cloud system still thinks all my backup data is still occupying my cloudspace. So, I cannot recreate my backup jobs because the system believes I have insufficient space.
Would anyone please be kind enough to offer any suggestions.
Thank you,
David


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David,
Please read the KB Article HERE
The actions outlined in the article should resolve the issue.
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Thank you for your responses Steve and Enchantech.
Steve, I attached the capture from the Account tab in the application. I also attached capture of the info from "Open Online Dashboard"
Thank you!
David
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David, do you have ATI 2018 installed on more than one computer, if you do, what is shown on any other computer for the account page? This may help show if the problem is at your end or in the Cloud servers?
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David, sorry but you need to open a Support Case with Acronis and let them resolve why the Cloud shows differently to what your 3 PC's are showing for your Cloud storage usage.
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I also suffer from the "FES request failed" problem.
I've had multiple support tickets on this. The most recent ticket has been open two weeks so far.
Acronis support people have taken over my computers and uploaded logs, network traces, etc multiple times.
One time they sent me email with a long list of things for me to do... registry settings, rebooting, uploading logs, ...
So far I've spent several hours watching their support people work at my computer and/or following their instructions myself. All this was just data gathering for some mysterious people who actually fix things. Their MO seems to be to have their front line people gather a huge amount of stuff, just in case the folks in the back room need it.
I've looked at the logs. The errors are coming from the cloud side, so I'm pretty confident that these same errors are all in some log on the cloud side that they could have looked at without using so much of my time.
Support folks claim the problem "has been escalated". They seem to think that will make me happy.
They always seem to promise a response in 24 to 48 hours, but seldom keep the promise. I call (chat) back after 48 hours and they promise a response in another 24 to 48 hours. Seems to be boilerplate or script rather than a real promise.
My experience with ATI so far has been frustrating. I'm close to giving up on Acronis.
A few days ago they issued an update to ATI, which has changed the error message to "The remote server returned error 0x980062". One support person told me that the update fixed the problem for some users, but apparently not for me. That may be a myth, as the symptoms have gone away on their own in the past (which is why earlier tickets got closed too soon), and that may have confused others into thinking the update fixed the problem. Release notes say that the error message was clarified, and do not say the problem was fixed.
I hope others experiencing this problem will open tickets. Always helps if they get multiple examples.
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My ticket has now been open THREE WEEKS. Apparently they can't fix it.
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Hello Franklin Antonio,
It is sad for me to hear that the issue is still not resolved!
Could you DM me with the case number? I will ask the support team to prioritise it.
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One simple experiment you can do is to back up to a different data center. That's one of the advanced settings. If that works, then your normal server is screwed up.
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Please note that the Data Centre can only be selected on new backups - it is set in concrete once the first backup has been performed and cannot be changed.
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True. That's why I described it as an experiment. A new backup of a file or two would suffice.
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Just a followup to the forum. Acronis folk have now fixed my problem with the FES errors. The fix was on the server side. They didn't provide details. ATI is now making backups again.
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Franklin, thank you for your feedback / update on this issue.
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