60082: Acronis cloud certificate location

    Last update: 30-03-2022

    When troubleshooting a technical issue with backup or restore from Acronis Cloud Storage, Acronis Customer Central 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

    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%

    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: