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W10, after installing can't create initial backup, drops out

Beginner
Posts: 1
Comments: 2

The backup keeps dropping out, with "Acronis Cloud is unavailable. Check your internet connection". "Unable to create the backup". Connection is fine, working for everything else. Acronis is not blocked by Firewall and there are no errors listed.

I have been trying this for hours, it does a few MB and then drops out. Any ideas or is it incompatible? Thanks.

Forum Moderator
Posts: 95
Comments: 3687

Hello James,

Thank you for your posting! I'd recommend running the Acronis Cloud Connection Verification Tool (download this one AcronisCloudEU2Check.zip). If the tool doesn't reveal any issues, it's worth raising a support ticket at https://www.acronis.com/en-eu/support/contact-us/  (when submitting a ticket select the Cloud component instead of Acronis Ransomware Protection, which is supported only through the user community). 

Thank you, 

Beginner
Posts: 1
Comments: 2

Not sure I understand it, it runs everything as Success and then says this at the end

Verifying connection stability to  62.138.220.82 on port 44445...Connection wasP

What does "...wasP" mean?

Forum Moderator
Posts: 95
Comments: 3687

Hello James,

I've searched through our internal sources for the same message and found several tickets, where connection issues have been resolved with turning off the antivirus software (just turn it off temporarily and check is backup works, in case of success follow https://kb.acronis.com/content/46430 to adjust the settings of your antivirus software)

Another suggestion would be to check the contents C:\Windows\System32\drivers\etc\hosts for any Acronis related entries,  normally there should be none. 

If still no joy, please proceed with the investigation together with our support engineers. 

Beginner
Posts: 1
Comments: 2

Thanks very much for your reply. I've tried the suggestions, turned off antivirus - backup fails after a few minutes. Added antivirus exclusions - backup still fails. I've also checked Windows Defender and Acronis is listed as allowed through the firewall.

I've raised a support note.