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

Acronis True Image 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: click to expand

 

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 Backup 12.5/12/11.7/11.5 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%

Acronis Backup Cloud certificate file is located in:

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

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

How to recreate certificate in Acronis Backup 12.5 and Acronis Backup Cloud: click to expand

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

1. Stop Acronis Managed Machine Service
2. Move the current certificate to a different location
3. Start Acronis Managed Machine Service
4. Start a manual cloud backup job or wait for a scheduled cloud backup.
5. 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.