56127: Acronis Backup 11.7/11.5: Backup to Cloud Fails with 'The credentials for the cloud storage are incorrect' After Account E-mail Change

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Last update: 29-04-2021


  1. You create backup to Acronis Cloud using your account with e-mail xxxxx@domain.com.
  2. In your account, you change e-mail xxxxx@domain.com to another one, e.g yyyyy@domain.com.
  3. You connect to Acronis Cloud using the new e-mail - yyyyy@domain.com.
  4. You start the backup plan again.
  5. Backup fails with error:

Error code: 22
Module: 309
LineInfo: 5ee2c4bb8ba048e0
Fields: IsReturnCode : 1, $module : mms_vs_43916
Message: TOL: Failed to execute the command. The 'Backing up' command backs up the specified data to the specified location.
Error code: 200
Module: 161
LineInfo: b320396adfe3b55
Fields: IsReturnCode : 1, $module : disk_bundle_vs_43916
Message: Failed to get archive URIs from location 'avfs:/online?account%3dtester0987654321%2540yandex.com%26provider%3dAcronis'.
Error code: 175
Module: 295
LineInfo: 5dba3f1baa5e6463
Fields: $module : disk_bundle_vs_43916
Message: Failed to check the user account on the server.
Error code: 20
Module: 4
LineInfo: 78eaa8ce283ee061
Fields: $module : disk_bundle_vs_43916
Message: Access to the file is denied.
Error code: 189
Module: 295
LineInfo: 78eaa8ce283ee09f
Fields: $module : disk_bundle_vs_43916
Message: The request has failed. Status: 'BadCredentials'; Description: 'The credentials for the cloud storage are incorrect. Specify the correct credentials.'.
Acronis Knowledge Base: http://kb.acronis.com/errorcode/
Event code: 0x01350016+0x00A100C8+0x012700AF+0x00040014+0x012700BD


Issue in the product.


Our development team is working on the issue. As workaround please create a new backup task to back up data to Acronis Cloud.