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
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: