When troubleshooting a technical issue with backup or restore from Acronis Cloud Storage, Acronis Support can request the cloud certificate from the affected machine.

Acronis True Image

The certificate file is located in:

• Windows: %allusersprofile%\Acronis\TrueImageHome\OnlineBackup
  %allusersprofile%\Acronis\SyncAgent\OnlineBackup (in case of Cloud Sync issues).
• Mac: /Library/Application Support/Acronis/TrueImageHome/OnlineBackup

How to recreate certificate

 

If cloud certificate expires soon, follow the steps below to recreate it:

1. Stop any running backups and/or replication jobs or wait until they are finished

2. Log out from your Acronis account in Acronis True Image: go to Account tab, click on your e-mail in the top right corner and select Sign Out in the drop-down menu.

3. Close Acronis True Image

4. Rename OnlineBackup folder to OnlineBackup.bak

5. Launch Acronis True Image, log in to your Acronis account. Cloud certificate will be automatically recreated.

Acronis Cyber Protect 15

Also Acronis Cyber Backup 12.5, Acronis Backup 11.7. 

The certificate file is located in:

• Windows: %allusersprofile%\Acronis\BackupAndRecovery\OnlineBackup\Default\%email%
• Virtual Appliance: /var/lib/Acronis/OnlineBackup/%email%
• Linux: /var/lib/Acronis/BackupAndRecovery/OnlineBackup/%email%

How to recreate certificate

If cloud certificate expires soon, follow the steps below to recreate it:

1. Move the current certificate to a different location
2.Start a manual cloud backup job or wait for a scheduled cloud backup. Alternatively - browse cloud archive list.
3. New certificate will be created at original location. After you verified that everything works fine, delete the old certificate from the location to where you copied it.

Acronis Cyber Protect Cloud

Also Acronis Cyber Backup Cloud, Acronis Backup Cloud. 

The certificate files are located in:

• Windows: %allusersprofile%\Acronis\BackupAndRecovery\OnlineBackup\Default
• Linux: /var/lib/Acronis/BackupAndRecovery/OnlineBackup/Default
• MacOS: /Library/Application Support/Acronis/BackupAndRecovery/OnlineBackup/Default
• Virtual Appliance: /var/lib/Acronis/BackupAndRecovery/OnlineBackup/%email%

If there is more than one certificate file, collect the certificate without additional numbers in name (e.g. <account>.crt not <account>(2).crt)

Before sending the certificate, check if the certificate is valid or not:

How to recreate certificate

If cloud certificate expires soon, follow the steps below to recreate it:

1. Move the current certificate to a different location
2.Start a manual cloud backup job or wait for a scheduled cloud backup. Alternatively - browse cloud archive list.
3. New certificate will be created at original location. After you verified that everything works fine, delete the old certificate from the location to where you copied it.