SCS KB 1095: Error "Network disconnected" when adding SFTP as backup location

Applies to:

• Acronis SCS Cyber Backup 12.5 Hardened Edition
• Acronis Cyber Backup 12.5
• Acronis Cyber Protect 15

Use Case

Operation fails when attempting to add SFTP server as a backup location.

Symptoms

The operation fails with :

Network disconnected

OR

Failed to get root directory

Cause

Connection issue with SFTP.

Troubleshooting

1. Make sure that SFTP is accessible from the same machine (that is selected in Machine to browse from) via SFTP client , e.g. WinSCP or FileZilla. If SFTP is not accessible via SFTP client, troubleshoot the connection issues first.
2. Check supported key exchange algorithms that are enabled on SFTP. Acronis supports SHA1 algorithms, make sure that they are enabled.

Collect information

If the issue is not resolved with the suggested steps, collect SFTP log, information about SFTP server (software, version, etc.), system information and contact support with reference to this article.