Symptoms

Backup fails with the following message

The management server is not available for more than 30 days

Cause

In majority of cases, this error message is caused by connectivity issues in environment that results into connectivity issues between Agent and Backup Management Server. To find out the reason of failure, please collect information listed below and contact Acronis Customer Central with reference to this article.

Collect information

Please collect the following information to investigate the issue:

1. Process Monitor log from affected Agent machine while reproducing the issue,
2. Wireshark log from affected Agent machine while reproducing the issue,
3. System information from affected Agent machine and Management Server.

Use cases

1. Your company's network has tight security, that incorporates firewalls or deep packet inspection software which interferes only with encrypted traffic. In this case, Acronis Connection Verification Tool will report the connection to be successful, yet the backup will fail. Once an unknown certificate is present in the chain, Acronis Storage rejects the connection.
2. On MacOS, there is no Acronis Connection Verification Tool yet. OpenSSL can be used as a replacement for it.

About OpenSSL

OpenSSL is a freeware tool with a lot of commands and possible uses. In this article we focus on its ability to perform SSL Handshake and show the certificates it receives.

OpenSSL both for 32bit and 64bit Windows OS is available at http://wiki.overbyte.eu/wiki/index.php/ICS_Download#Download_OpenSSL_Bin...

On MacOS and Linux, it is most likely enabled by default.

Usage

On the affected machine, run this OpenSSL command:
openssl s_client -showcerts -connect <address>:<port>

where <address> is the address that needs to be checked

When you check connection to storage, the port is 44445
For example: openssl s_client -showcerts -connect baas-fes-eu.acronis.com:44445

When you check connection to management components, ports are 443 and 8443
For example: openssl s_client -showcerts -connect eu-cloud.acronis.com:8443
openssl s_client -showcerts -connect eu-cloud.acronis.com:443

Additionally, you can write output to a file, for example:
openssl s_client -showcerts -connect baas-fes-eu.acronis.com:44445 > output3.txt

If the connection fails, the port is completely closed and needs to be opened.

If the connection is established a certificate chain is returned:

openssl.exe s_client -showcerts -connect us-cloud.acronis.com:443
CONNECTED(00000168)
depth=2 C = US, ST = Arizona, L = Scottsdale, O = "GoDaddy.com, Inc.", CN = Go Daddy Root Certificate Authority - G2
verify error:num=19:self signed certificate in certificate chain
---
Certificate chain
 0 s:OU = Domain Control Validated, CN = *.acronis.com
   i:C = US, ST = Arizona, L = Scottsdale, O = "GoDaddy.com, Inc.", OU = http://certs.godaddy.com/repository/, CN = Go Daddy Secure Certificate Authority - G2
-----BEGIN CERTIFICATE-----
MIIFLTCCBBWgAwIBAgIJAPghs/Ty/UwVMA0GCSqGSIb3DQEBCwUAMIG0MQswCQYD
<.....>
KYMFvd0OVQYeSFNQAlbLExryqZkWcHZlyjy3ypeO4Ojx
-----END CERTIFICATE-----
 1 s:C = US, ST = Arizona, L = Scottsdale, O = "GoDaddy.com, Inc.", CN = Go Daddy Root Certificate Authority - G2
   i:C = US, ST = Arizona, L = Scottsdale, O = "GoDaddy.com, Inc.", CN = Go Daddy Root Certificate Authority - G2
-----BEGIN CERTIFICATE-----
MIIDxTCCAq2gAwIBAgIBADANBgkqhkiG9w0BAQsFADCBgzELMAkGA1UEBhMCVVMx
<.....>
4uJEvlz36hz1
-----END CERTIFICATE-----
 2 s:C = US, ST = Arizona, L = Scottsdale, O = "GoDaddy.com, Inc.", OU = http://certs.godaddy.com/repository/, CN = Go Daddy Secure Certificate Authority - G2
   i:C = US, ST = Arizona, L = Scottsdale, O = "GoDaddy.com, Inc.", CN = Go Daddy Root Certificate Authority - G2
<.....>
---

In this case, the connection was established successfully. It can be seen by checking this part:
Certificate chain
 0 s:OU = Domain Control Validated, CN = *.acronis.com
   i:C = US, ST = Arizona, L = Scottsdale, O = "GoDaddy.com, Inc.", OU = http://certs.godaddy.com/repository/, CN = Go Daddy Secure Certificate Authority - G2

If, for some reason, another certificate is injected based on the "man in the middle" principle, it will be visible in the chain. In that case, it is necessary to add either Acronis Backup Cloud processes or ports, hostnames and addresses to the whitelist of the software used.

事象

以下のメッセージが表示され、Acronis Cloud へのバックアップに失敗します:

「タイムアウトによってネットワークが切断されました。」

原因

このエラーの一般的な原因はネットワーク接続の問題です。

トラブルシューティング

問題をトラブルシュートするには、以下の手順に従ってください:

1. Cloud Connection Verification Tool (クラウド接続確認ツール)をダウンロードして、ネットワークの問題（クローズされたポートなど）がないかチェックするために適用します。

2. ネットワーク接続が不安定な場合、[バックアップオプション] -> [エラー処理] で試行回数を増やしてください（詳細については、ユーザーガイドの「エラー処理」をご参照ください）

上記のステップを実行しても問題が解決しなかった場合、Acronis の担当者がより詳しい調査ができるよう以下の情報を収集して Acronis カスタマーセンターへお問い合わせください:

1. 問題が発生するエージェントのコンピュータの Wireshark ログ（問題再現時）
2. 問題が発生するエージェントのコンピュータの Process Monitor ログ（問題再現時）
3. 問題が発生するエージェントのコンピュータの Acronis システム情報（手順は、Acronis Backup 12.5 の場合はこちら、Acronis Backup Cloud の場合はこちらをクリックしてください）
4. Acronis Cloud 証明書および Cloud Connection Verification ツール（クラウド接続確認ツール）の出力

事象

以下のメッセージが表示され、バックアップに失敗します:

「Management Serverは、30日以上使用できません。」

原因

ほとんどの場合、このエラーメッセージの原因は、エージェントとバックアップ管理サーバーの間の接続を防ぐお使いの環境の接続問題にあります。失敗の原因を調べるには、以下の情報を収集し、Acronis カスタマーセンターへお問い合わせください。お問い合わせの際、この記事を参照したことを伝えてください。

情報収集

問題の詳細を調べるために、以下の情報を収集してください:

1. 問題が発生するエージェントのコンピュータの Process Monitor ログ（問題再現時）
2. 問題が発生するエージェントのコンピュータの Wireshark ログ（問題再現時）
3. 問題が発生するエージェントのコンピュータおよび管理サーバーのシステム情報

Symptoms

Backup or replication to Cloud Storage fails with the following error:

Could not connect: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond

Cause

Agent machine cannot reach registration server of Acronis Cloud due to network connection issues.

Solution

Verify connection to Acronis servers with Connection Verification Tool: see this article for instructions. If any problems are detected, the tool will tell which ports need to be opened (the full list of required ports can be found here)

If Connection Verification Tool does not find any issues, collect System Report from affected machine and the output of Connection Verification Tool, and contact Acronis Customer Central with reference to this article.

事象

以下のエラーが表示され、クラウドストレージへのバックアップまたはレプリケーションに失敗します:

「接続済みの呼び出し先が一定の時間を過ぎても正しく応答しなかったため、接続できませんでした。または接続済みのホストが応答しなかったため、確立された接続は失敗しました」

原因

ネットワークの接続に関する問題が発生したため、エージェントのコンピュータは Acronis Cloud の登録サーバーにアクセスできません。

ソリューション

Connection Verification Tool（接続確認ツール）を使って Acronis サーバーへの接続をチェックします（手順は、こちらをご参照ください）。何か問題を検出した場合、ツールはどのポートを開く必要があるか教えてくれます。すべての必要なポートの一覧は、こちらで確認できます。

Connection Verification Tool（接続確認ツール）で何の問題も検出されなかった場合は、問題が発生するコンピュータのシステムレポートおよび Connection Verification Tool（接続確認ツール）の出力を収集し、Acronis カスタマーセンターへお問い合わせください。お問い合わせの際、この記事を参照したことをお伝えください。

Symptoms

Backup, replication or a different activity fails with the following error:

Misc network error

Cause

This error is most commonly caused by network connection issues.

Troubleshooting

Follow the steps below to troubleshoot the issue:

1. Download Cloud Connection Verification Tool and use it to identify possible network issues, such as closed ports;

2. If you are using a proxy server, make sure proxy server settings are correct;

3. If network connection is unstable, increase the number of attempts in Backup options > Error handling (see Error Handling in User Guide for more information)

4. If you are using Acronis Cyber Infrastructure, make sure vstorage-abgw service is up and running

If suggested steps did not help to resolve the issue, collect information for further investigation and contact Acronis Customer Central:

1. Acronis Cloud Certificate and output of Cloud Connection Verification Tool.
2. Acronis system information from affected agent machine: Acronis Backup 12.5 - click here for instructions, Acronis Backup Cloud - click here

事象

以下のエラーが表示され、バックアップ、レプリケーションまたは他のアクティビティに失敗します:

「Misc network error」

原因

多くの場合、このエラーはネットワーク接続の問題によって発生します。

トラブルシューティング

以下の手順に従って、問題のトラブルシューティングを行ってください:

1. Cloud Connection Verification Toolをダウンロードし、このツールを使用してネットワークの問題（ポートが閉じているなど）がないか確認してください。

詳細な分析のためには、OpenSSL も使用できます。Using OpenSSL to troubleshoot connection issues caused by firewalls and DPI softwareをご参照ください。

2. プロキシサーバーを使用する場合、プロキシの設定が正しいか確認します。

3. ネットワーク接続が不安定の場合、[バックアップ オプション] -> [エラー処理] で試行回数を増やします。詳細については、ユーザーガイドの「エラー処理」をご参照ください。

4. Acronis Cyber Infrastructure を使用する場合、vstorage-abgw サービスが実行中であることを確認します。

上記のすべてのステップを実行しても問題が解決しない場合は、以下の情報を収集し、Acronis カスタマーセンターへお問い合わせください:

1. Acronis Cloud 証明書および Cloud Connection Verification Tool の出力。
2. 問題が発生するコンピュータからの Acronis システム情報。Acronis システム情報の収集手順については、Acronis Cyber Backup 12.5 の場合はこちら、Acronis Cyber Protect Cloud の場合はこちらをご参照ください。

Symptoms

Backup to Cloud storage fails with the following error:

The certification server is unavailable. Check your Internet connection or try again later

OR

The server reply contains an XML file of invalid format

Cause

DNS resolver cannot resolve Acronis Cloud Storage server name.

Troubleshooting

1. Make sure that Acronis services are not blocked by firewall and all required ports are open: see Firewall settings for Acronis products

2. Verify connection to Acronis servers using Acronis Cloud Connection Verification Tool. If there are any issues with connection, the tool will provide recommendations on how to proceed

3. Temporarily disable antivirus and check if backup succeeds. If backup works when antivirus is disabled, check if your antivirus uses custom DNS settings.

4. Check the contents of the file C:\Windows\System32\drivers\etc\hosts. If there are any lines containing "acronis", delete these lines and save the file.

Collect information

If the above instructions did not help, collect the following information and contact Acronis Customer Central:

1. Output of Acronis Cloud Connection Verification Tool: report AcronisCloudReport_<computername>.txt is saved in the same folder where the tool is saved; or take screenshots of the output.
2. Acronis True Image System Report: see instructions here

Introduction

This article explains how to use the built-in Windows packet capture utility netsh. This integrated tool is available in Windows 7/ Windows Servers 2008R2 and newer.

This utility may be useful in case using Wireshark is not an option.

Solution

Do the following to collect a packet capture with netsh:

• Open an elevated command prompt: open the start menu and type CMD in the search bar, then right-click the command prompt and select Run as Administrator.
• Enter the following command.

  netsh trace start capture=yes tracefile=<location>

  e.g.: netsh trace start capture=yes tracefile=C:\temp\capture.etl

  Tracefile parameter specifies the location of the output files. If you don't specify this parameter, the default location is %LOCALAPPDATA%\Temp\NetTraces\

  Use the following command if you want to specify the IP address of the target device:

  netsh trace start capture=yes IPv4.Address=X.X.X.X

• Reproduce the issue without closing the command prompt window
• When completed, run the following command:

       netsh trace stop

• Two log files will be created: .cab and .etl. File location will be displayed in command prompt window after data collection is finished.

• Send the network capture logs to Acronis Customer Central or upload to FTP server as instructed by Acronis Support team representative. Please provide the IP address of the source and target device.

Symptoms

Backup or another activity fails with the following error:

 {"domain":"AGENT_CORE","code":"INTERNAL_ERROR","debug":{"msg":"Post https://dc-cloud.acronis.com/bc/idp/token: dial tcp x.x.x.x:443: connectex: A socket operation was attempted to an unreachable network."}}"

Cause

Network issues. Exact cause requires investigation.

Troubleshooting

1. This error often indicates problems with network interface controller (NIC): make sure that it is functioning correctly and the network is available;
2. Run Connection Verification Tool on affected agent machine and check that all required ports are open: see Acronis Cyber Protect Cloud and Acronis Cyber Backup 12/12.5: Connection Verification Tool

Collect information

If suggested steps did not help resolve the issue, collect the following information and contact Acronis Customer Central:

1. Output of Connection Verification Tool (take a screenshot with the result of the connection check or save the results to a text file)
2. System report from the affected agent machine:
   • Acronis Cyber Protect Cloud: see Collecting system report
   • Acronis Cyber Backup 12.5: see Collecting system information

Symptoms

1. You have installed Management Server of build 16342 or updated the existing Management Server to this build.
2. You launch the installation file of Build 16342 on a machine to install or update Agent locally.
3. You specify the IP address or name of the Acronis Management Server where the agent should be registered. Connection fails with the following error:

Failed to connect to machine. HTTP status code: 500" error.

The error reproduces for connection with credentials and connection without authentication.

Cause

Issue in the product.

Solution

As a workaround, extract the .msi files for Agent from the setup file and perform unattended installation using Windows Installer. See Acronis Cyber Backup 12.5 and 12: unattended installation for more information.

Symptoms

After successful account creation, user cannot log in to the console.

Login fails with:

Currently, the Cyber Protection console is not available. Please try again later

This error appears even though there is no ongoing maintenance on the DC.

Cause

Issue in the product. In some circumstances, the account is not properly created in the database.

The issue will be fixed in upcoming platform updates.

To work around the issue, contact support with a reference to this article: Support Team will initiate the procedure to sync the user record in the global database manually.

Symptoms

Backup or replication to NAS fails with:

Network operation failed

Cause

Network is disconnected during an attempt to open the archive.

Troubleshooting

1. Make sure that NAS is available and accessible from the agent machine. Check if you can copy data from the agent machine to the NAS using native operating system methods (e.g. via Windows Explorer).
2. Update NAS firmware.

If suggested steps did not help to resolve the issue, collect Acronis system information from the affected agent machine (Acronis Cyber Protect 15 - click here for instructions, Acronis Cyber Cloud - click here) and contact Acronis Customer Central.

Symptoms

You get errors when you use Acronis software to connect to  a mailbox or public folder via the Exchange Web Services (EWS) protocol.

Troubleshooting

To verify if an error is related to Acronis software or to the environment, you can use a tool called EWSEditor to connect to the mailbox or public folder that causes errors and check if the error appears. This can be very useful in scenarios when:

• Acronis software cannot establish connection to a mailbox or upload/download required data – see how to connect to and browse mailboxes with EWSEditor
• Acronis software cannot access public folders – learn how to connect to public folders via EWSEditor
• Acronis software cannot impersonate a mailbox – find out how to use EWSEditor to connect to mailboxes by using impersonation rights

Connecting to a mailbox via EWSEditor

1. Go to the EWSEditor page on GitHub and download the bin package.
2. Copy the downloaded file to the machine where Acronis Agent for Exchange is installed and extract it.
3. Run EWSEditor.exe and click File > New Exchange Service 

4. Use the Autodiscover Email option or manually provide the Service URL by using the FQDN of the machine you are connecting to (CAS server). If you use Office 365, click the 365 Default button.

   The Service URL for EWS should use the following format:
   https://<your machine FQDN>/EWS/Exchange.asmx
   for example https://exchange.example.com/EWS/Exchange.asmx

5. Configure the authentication options:

   • If you want to access your mailbox directly, select Use the following credentials instead of the default Windows credentials and provide the user name and password for that mailbox account :

   • Mailbox impersonation: If you want to connect to another mailbox by using the admin’s credentials, click Use the following credentials instead of the default Windows credentials and provide the administrator’s credentials. After that, select the Check if using the EWS Impersonation checkbox and provide the primary SMTP address of the mailbox you want to access.

6. When the configuration is complete, click OK.

   • If the connection is successful, you will see a confirmation in the program.

   • If the connection is not successful, the software will display an error. The appearance of any errors means that the mailbox connection problem is not related to Acronis software and the problem is related to the environment.

Browsing a mailbox

Directly after you finish configuring the connection, you get a prompt asking if you want to add the mailbox root to the tree view. Please confirm by clicking Yes:

After the addition is complete, you can browse the content of your mailbox under Root\Top of Information Store. If you are getting any errors while accessing any of the folders within that container, it means that the mailbox is corrupted.

Browsing public folders

To browse public folders of a mailbox account that you added to the EWSEditor’s tree view, right-click the name (email address) of the mailbox at the very top of the tree, and select Add Root Folder. After selecting Identify folder by well-known name, choose PublicFoldersRoot and click OK.

If you are getting any errors when accessing public folders, this might mean that public folders are not yet created or their creation is still pending. However, if you are getting trouble accessing some particular public folders, it means that you are missing some of the required permissions.

Symptoms

Activity (refreshing location, deleting archives, etc.) finishes with error:

Failed to connect to the Agent Core service on this machine

Cause

Cloud components cannot connect to the Agent Core service on the agent side.

Troubleshooting

1. Make sure that Acronis Agent Core service (aakore) is running on the agent machine,
2. If Acronis Agent Core service is running, but the error reproduces, restart the service,
3. For Agent builds before 26077: check that the required port is not blocked by another application. By default, Acronis Agent Core service uses port 9999. See Acronis Cyber Cloud: how to change port 9999

   (!)  This is not required if you did a clean installation of build 26077 or higher because Agent Core service uses a dynamic port starting from Agent build 26077,

4. Verify connection from the Agent machine to Acronis Datacenters: see Connection Verification Tool for download link and instructions. Check the report of the tool and see whether all hosts were successfully accessed. If there are any problems the tool will tell you on which port the connection failed.

If suggested troubleshooting steps do not help, collect system report from the affected Agent and contact Acronis Customer Central with a reference to this article.

Symptoms

Agent(s) appear offline in the protection console. MMS service is running on the machine and there are no connection issues.

Even when the agent is shown as offline, backups run correctly.

Cause

Issue in the product. 

This issue will be fixed in one of the upcoming product updates.

Workaround

As a workaround stop MMS service on the agent for 10 minutes, then start it back.

If you are facing this issue with Virtual Appliance, stop the Virtual Appliance for 10 minutes, and then start it again.

In case many agents in your environment are affected, contact Acronis Support with a reference to this article.

Symptoms

Backup to Cloud storage fails with the following error:

The certification server is unavailable. Check your Internet connection or try again later

OR

The server reply contains an XML file of invalid format

Cause

DNS resolver cannot resolve Acronis Cloud Storage server name.

Troubleshooting

1. Make sure that Acronis services are not blocked by firewall and all required ports are open: see Firewall settings for Acronis products

2. Verify connection to Acronis servers using Acronis Cloud Connection Verification Tool. If there are any issues with connection, the tool will provide recommendations on how to proceed

3. Temporarily disable antivirus and check if backup succeeds. If backup works when antivirus is disabled, check if your antivirus uses custom DNS settings.

4. Check the contents of the file C:\Windows\System32\drivers\etc\hosts. If there are any lines containing "acronis", delete these lines and save the file.

Collect information

If the above instructions did not help, collect the following information and contact Acronis Customer Central:

1. Output of Acronis Cloud Connection Verification Tool: report AcronisCloudReport_<computername>.txt is saved in the same folder where the tool is saved; or take screenshots of the output.
2. Acronis True Image System Report: see instructions here

Symptoms

Backup to Cloud storage fails with:

Failed to establish connection with cloud storage

Could not perform SSL_write() call

Cause

The error is usually caused by connectivity issues with Cloud storage.

Troubleshooting

1. Download Cloud Connection Verification Tool and use it to identify possible network issues, such as closed ports.
2. Some firewall software may block the data upload even when the required ports are open. Check the firewall configuration and make sure upload to Acronis datacenters is not blocked. Access ports and hostnames for Acronis datacenters are listed here: Acronis Cyber Cloud: access ports and hostnames
3. To identify possible issues with certificates in the connection chain, proceed as described in Using OpenSSL to troubleshoot connection issues caused by firewalls and DPI software

Collect information

If suggested steps did not help to resolve the issue, collect information for further investigation and contact Acronis Customer Central:

1. Acronis Cloud Certificate and output of Cloud Connection Verification Tool.
2. Acronis system information from the affected agent machine: see Acronis Cyber Protect Cloud: Collecting system report
3. OpenSSL output.

Symptoms

Backup to Cloud storage fails with the following error:

The certification server is unavailable. Check your Internet connection or try again later

OR

The server reply contains an XML file of invalid format

Cause

DNS resolver cannot resolve Acronis Cloud Storage server name.

Troubleshooting

1. Make sure that Acronis services are not blocked by firewall and all required ports are open: see Firewall settings for Acronis products

2. Verify connection to Acronis servers using Acronis Cloud Connection Verification Tool. If there are any issues with connection, the tool will provide recommendations on how to proceed

3. Temporarily disable antivirus and check if backup succeeds. If backup works when antivirus is disabled, check if your antivirus uses custom DNS settings.

4. Check the contents of the file C:\Windows\System32\drivers\etc\hosts. If there are any lines containing "acronis", delete these lines and save the file.

Collect information

If the above instructions did not help, collect the following information and contact Acronis Customer Central:

1. Output of Acronis Cloud Connection Verification Tool: report AcronisCloudReport_<computername>.txt is saved in the same folder where the tool is saved; or take screenshots of the output.
2. Acronis True Image System Report: see instructions here