Symptoms
1. Backup to Acronis Cloud fails.
2. When you click on X to check the error details, the following message is displayed:
The last backup has failed
The server rejected the renewed certificate
Cause
Certificate error
Solution
1. Rename C:\ProgramData\Acronis\TrueImageHome\OnlineBackup folder to OnlineBackup_old and reattempt the backup
2. Verify that there are no blocking rules for Acronis in your firewall software.
Follow the steps below to check Windows Firewall settings. If you have a third-party firewall running, consult its documentation on how to remove a block rule.
3. Make sure that Acronis servers are not blocked in the "hosts" configuration file
4. Verify the connection to Acronis servers
Follow https://kb.acronis.com/content/47145 to check the connection to Acronis servers.
If the checking tool displays any text in red color, it means the access to Acronis servers is still blocked in your environment. See what address and/or port are marked with red and make sure that other software, your router and Internet service provider are not blocking them.
If the verification tool does not produce any red-colored messages, proceed to the next step below.
Further troubleshooting
If the issue persists, collect the following diagnostic information and contact Acronis Customer Central:
- C:\ProgramData\Acronis\TrueImageHome\OnlineBackup folder
- Output (text or screenshots) of the connection verification tool https://kb.acronis.com/content/47145,
- Wireshark log
- system report with debug logs