If there are problems reaching the Acronis Cyber Files Gateway service from the Acronis Cyber Files web admin, please use the following troubleshooting approach:
Confirm that the Acronis Cyber Files Gateway service is running
- In Windows, open the Services control panel and confirm that the Acronis Cyber Files Gateway service shows a status of Running. If it's running, jump to the next section. If it's not running, continue with the following steps.
- Try to start the Acronis Cyber Files Gateway service.
- If the service will not start or stay running, check the following logs for relevant messages:
1. Windows Event Viewer
2. Acronis Cyber Files Gateway LOG_Startup.TXT (default location is C:\Program Files (x86)\Acronis\Access\Gateway Server)
3. Acronis Cyber Files Gateway Log.txt (default location is C:\Program Files (x86)\Acronis\Access\Gateway Server\Logs\AcronisAccessGateway)
- In the Acronis Configuration Utility:
1. Try to set the Gateway Server to a specific IP address instead of "All addresses".
2. Try to change it to a port that you know is unused (at least as a temporary test).
- If the server is not bound to a domain, you may need to do the following in the registry:
1. Run Regedit.
2. Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\AcronisAccessGateway.
3. Edit the entry DependOnService so that it only contains the following three items, as in the screenshot below:
4. Restart the server and try to start the Acronis Cyber Files Gateway service.
Confirm that you can browse to the Acronis Cyber Files Gateway service's status page
- Try to browse to https://localhost/gateway_admin on the server. Make sure you use https, not just http. In the Acronis Configuration Utility note the port and IP address that the Gateway service is running on.
- If the port is not set to 443, try browsing with it appended (e.g., https://localhost/gateway_admin:444).
- Try to browse to the specific IP address that it's listening on, including the port if it's not 443 (e.g., https://10.10.2.38:444/gateway_admin)
- If you get some informational messages, that's a good sign. Go to the last section.
- If not, try changing the IP address or port in the Acronis Configuration Utility and try browsing to it again. If it works on a random port number but not 443, then there may be another service already using 443.
- If you get an error similar to "This page can’t be displayed", try to browse in another browser. Firefox generally gives more specific error messages, while Internet Explorer tends to oversimplify them, masking a specific problem.
- If you see an error "An error occurred during a connection to… Peer’s certificate has an invalid signature. (Error code: sec_error_bad_signature). The page you are trying to view cannot be shown because the authenticity of the received data could not be verified.":
a. Open the Microsoft Management Console (run MMC.exe)
b. Add the Certificates snap-in not present.
c. Navigate to Certificates (Local Computer) --> Personal --> Certificates.
d. Right click and delete any Acronis certificates
e. Try to restart the Acronis Cyber Files Gateway service.
Add the Gateway in the Acronis Cyber Files Web Admin:
If the Acronis Cyber Files Gateway service is running and you can get to its status page following the steps above, then try to add it through the Acronis Cyber Files web admin. You will need the Administration Key that's displayed on the status page.