Status Information for Backup ONE Services

Backup ONE System Status

Aktuelle Informationen

Microsoft 365 Completion of Maintenance Work

During and after Microsoft’s recent maintenance windows, some of our customers experienced intermittent disruptions with Cloud-to-Cloud backups for Microsoft 365. We have actively monitored this issue together with Microsoft and Acronis (https://kb.acronis.com/content/71047) and are pleased to announce that the malfunction has been resolved. Our reporting also shows that almost all backups from the last 72 hours have been completed successfully. No action is required on your part.
Meanwhile, Acronis continues to work with Microsoft on root cause analysis.
If you continue to experience problems with Microsoft 365 backups or have questions about them, please contact Backup ONE Support at (support@backup.ch) or by phone (031 511 36 00). Please provide us with your Backup ONE login name.

Thank you very much,
Your Backup ONE Team

Portal – Incident

Update date: 06.06.2025 10:40

Status: The disruption has been resolved.

The portals portal.backup.ch and portal.filesync.ch are fully accessible again and functioning normally. The issue with the «Bad Gateway» error message has been successfully resolved.

Thank you,
Your Backup ONE Team

Update date: 06.06.2025 09:00

Disruption description / Symptoms

The portals «portal.backup.ch» and «portal.filesync.ch» are currently not accessible and display a «Bad Gateway» error message.

Cause of disruption

The portals «portal.backup.ch» and «portal.filesync.ch» are currently unavailable. Your backup operations are not affected by this disruption and continue to run normally.
The respective teams are working intensively on a solution.

We will inform you here as soon as the problem is resolved.

Required actions:
No actions required.

Thank you,
Your Backup ONE Team

Backup Gateway not reachable due to outage of our uplink provider

A maintenance in SwissIX generated a lot of BGP update on our network. Our Route-Reflectors, due to a memory leak, was not able to process the whole BGP updates.

Microsoft 365 Maintenance Work

Please note that some of your cloud-to-cloud backups for Microsoft 365 may be affected since the start of Microsoft 365 maintenance work on August 17. This affects all solutions that back up or extract data from Microsoft 365.

The following messages may appear:

  • [Microsoft][ews-code=ErrorInternalServerError]: An internal server error has occurred. The operation failed.
  • Unable to retrieve user email address to connect to Microsoft 365 group mailbox. At least one group owner is required to backup or restore the group mailbox. An owner must be a licensed user.

Additionally, some users may appear grayed out in the console even though they still exist on the Microsoft 365 side.

Backups are expected to resume once the ongoing Microsoft maintenance is completed. You can check the current service status on Microsoft’s website. Note: You need to sign in with Microsoft credentials to view this information.

If you have any questions, please contact us via email (support@backup.ch) or phone (031 511 36 00).

Your Backup ONE Team

Cloud to Cloud Worker - Backup Process Impaired

Update Date: 31.07.2024 14:00

Status: A hotfix has been implemented for the Cloud-to-Cloud worker.
The warning messages will automatically reset within the next 24 to 48 hours after successful execution.

If you continue to notice a high number of warning messages after August 2nd, please contact Support.

Thank you very much,
Your Backup ONE Team

Update Date: 26.07.2024 23:05

Warning: There is currently a disruption in the Cloud-to-Cloud worker, causing the backup process to be temporarily interrupted.

Cause of Disruption: The cause of this interruption is a backup agent error.

Required Actions: Users are currently unable to perform backups.
The development team is working with highest priority to resolve the issue.
We appreciate your understanding and will inform you immediately once the backup process is functioning properly again.

In the meantime, no special actions are required on your part.

Thank you very much,
Your Backup ONE Team

Geplante Wartungen

Datacenter CH-EAST Network Extension
Typ:
maintenance
von:
So. 21. Jan. 24, 10:00
bis:
So. 21. Jan. 24, 16:00

Total duration of maintenance work:
6 hours

Maintenance details:
The Backup ONE team will perform an infrastructure activity at the ZH5 datacenter (Backup ONE Primary Datacenter, Zurich). During the activity, central network components will be replaced to improve the quality and scalability of the provided services. This may result in brief service interruptions of the following services.

Services affected by maintenance:
All services provided by Backup ONE in the CH-EAST Datacenter are affected:

  • Backup Services
  • Cyber Protection Services
  • Storage Services (S3, CAS-Online)
  • FileSync Services

Impact on services:
Brief interruptions of the above-mentioned services are possible within the maintenance window.

Required actions:
None.

Your Backup ONE Datacenter Team

Maintenance Work Data Center
Typ:
maintenance
von:
Fr. 22. Mrz. 24, 18:00
bis:
Sa. 23. Mrz. 24, 04:00

Total duration of maintenance work:
10 hours

Maintenance details:
The Acronis Cloud Team will upgrade the Acronis Cyber Infrastructure Cluster to the next version to improve the quality of provided services, including stability and security updates.

Affected by maintenance:
Affected services are:

  • Files Cloud (FileSync 2)
  • DR Cloud
  • Acronis Cyber Cloud

Impact on services:
The Acronis Cyber Infrastructure update is not considered downtime. However, some storage-related operations may experience delays during the update, which can affect the performance of backup and recovery, file synchronization and sharing, and disaster recovery services.

Required actions:
None.

Your Backup ONE Team

Data Center Maintenance
Typ:
maintenance
von:
Do. 22. Aug. 24, 20:00
bis:
Do. 22. Aug. 24, 21:00

Total duration of maintenance work:
1 hours

Maintenance details:
The Acronis Cloud team will perform an infrastructure activity to migrate IP addresses under the new firewall, thereby improving the overall quality of provided Acronis services.

Services affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud

Impact on services:
Acronis services will be unavailable for up to 15 minutes during the activity.

Required actions:
None.

Your Backup ONE Team

Datacenter Maintenance
Typ:
maintenance
von:
Mo. 23. Jun. 25, 18:00
bis:
Di. 24. Jun. 25, 04:00

Total duration of maintenance work:
10 hours

Maintenance details:
The Acronis Cloud Team will upgrade the Acronis Cyber Infrastructure Cluster to the next version to improve the overall quality of provided services, including stability and security. The maintenance takes place in the Swiss data center ZRH1 (EU5).

Services affected by maintenance:

  • FileSync 2 (Cyber Files)
  • Cyber Disaster Recovery Cloud
  • Acronis Cyber Cloud

Impact on services:
No service interruption is expected. However, some storage-related operations may be delayed during the update, which could affect the performance of backup and recovery, file synchronization and sharing, and disaster recovery services.
Any delays will resolve themselves without requiring action on your part.

Required actions:
None.

Your Backup ONE Team

Maintenance Work Data Center
Typ:
maintenance
von:
Mi. 24. Jan. 24, 08:00
bis:
Mi. 24. Jan. 24, 20:00

Total duration of maintenance work:
12 hours

Maintenance details:
The Acronis Cloud Team will perform infrastructure maintenance at the ZRH1 data center (Lupfig, Switzerland). During this maintenance, the current hardware will be relocated to a different physical location within the ZRH1 data center to improve the performance and quality of provided services. This affects not the core services of Backup ONE but auxiliary services such as the web portal.

Services affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud

Impact on services:
No impact on Acronis services is expected during the maintenance work; however, in rare cases, there may be brief service interruptions.

Required actions:
None.

Your Backup ONE Team

Maintenance Work Data Center
Typ:
maintenance
von:
Di. 24. Jun. 25, 18:00
bis:
Mi. 25. Jun. 25, 04:00

Total duration of maintenance work:
10 hours

Maintenance details:
The Acronis Cloud Team will upgrade the Acronis Cyber Infrastructure Cluster to the next version to improve the overall quality of provided services, including stability and security. The maintenance takes place in the Swiss data center ZRH1 (EU5).

Services affected by maintenance:

  • FileSync 2 (Cyber Files)
  • Cyber Disaster Recovery Cloud
  • Acronis Cyber Cloud

Impact on services:
No service interruption is expected. However, some storage-related operations may be delayed during the update, which could affect the performance of backup and recovery, file synchronization and sharing, and disaster recovery services.
Any delays will resolve themselves without requiring action on your part.

Required actions:
None.

Your Backup ONE Team

Maintenance / Update of Backup Cloud Infrastructure
Typ:
maintenance
von:
Mi. 24. Aug. 22, 19:30
bis:
Do. 25. Aug. 22, 11:30

Duration 4 hours
Info Acronis Cyber Cloud components will be updated to the latest version.
Affected services Files Cloud, DR Cloud, Notary, Acronis Cyber Cloud

Acronis services will not be available for up to two hours during the maintenance window.

Maintenance Work Data Center
Typ:
maintenance
von:
Do. 25. Jan. 24, 08:00
bis:
Do. 25. Jan. 24, 20:00

Total duration of maintenance work:
12 hours

Maintenance details:
The Acronis Cloud Team will perform infrastructure maintenance at the ZRH1 data center (Lupfig, Switzerland). During this maintenance, the current hardware will be relocated to a different physical location within the ZRH1 data center to improve the performance and quality of the provided services. This affects not the core services of Backup ONE but auxiliary services such as the web portal.

Services affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud

Impact on services:
No impact on Acronis services is expected during the maintenance work; however, in rare cases, there may be brief service interruptions.

Required actions:
None.

Your Backup ONE Team

Datacenter CH-EAST Network Maintenance
Typ:
maintenance
von:
Mo. 25. Mrz. 24, 16:00
bis:
Mo. 25. Mrz. 24, 20:00

Total duration of maintenance work:
4 hours

Maintenance details:
The Backup ONE team will perform maintenance work in the CH-EAST datacenter, Zurich.
This may lead to brief service interruptions of the following services.

Services affected by maintenance:
All services provided by Backup ONE in the CH-EAST datacenter are affected.

Impact on services:
Brief interruptions of the above-mentioned services are possible within the maintenance window.

Required actions:
None.

Your Backup ONE Datacenter Team

Datacenter Maintenance
Typ:
maintenance
von:
Do. 25. Jul. 24, 20:30
bis:
Fr. 26. Jul. 24, 00:30

Total duration of maintenance work:
4 hours

Maintenance details:
The Acronis Cloud Team will update Acronis Cyber Cloud to the latest version 24.07.
The release notes will be available here.

Affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud
  • Notary

Impact on services:
Acronis services may be unavailable for up to 2 hours during maintenance work.

Required actions:
None.

Your Backup ONE Team

Data Center Maintenance
Typ:
maintenance
von:
Do. 25. Jul. 24, 20:30
bis:
Fr. 26. Jul. 24, 12:30

Total duration of maintenance work:
4 hours

Maintenance details:
The Acronis Cloud Team will upgrade the Acronis Cyber Infrastructure Cluster to the next version to improve the quality of provided services including stability and security updates.

Affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud

Impact on services:
Acronis services may be unavailable for up to 2 hours during the activity.

Required actions:
None.

Your Backup ONE Team

Data Center Maintenance
Typ:
maintenance
von:
Fr. 25. Okt. 24, 18:00
bis:
Sa. 26. Okt. 24, 04:00

Total duration of maintenance work:
10 hours

Maintenance details:
The Acronis Cloud Team will perform scheduled maintenance work on the data center in Switzerland (EU5) between October 25 and 26, including standard system updates.
All services will remain available during the update, which will take approximately 10 hours, without any downtime.

The Acronis Cyber Infrastructure Cluster will be updated to the next version to improve the quality of provided services including stability and security updates.

Affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud

Impact on services:
Some storage-related operations may experience delays during the update, which could affect the performance of backup and recovery, file synchronization and sharing, and disaster recovery services.

Required actions:
None.

Your Backup ONE Team

Maintenance Work Data Center
Typ:
maintenance
von:
Fr. 26. Jan. 24, 08:00
bis:
Fr. 26. Jan. 24, 20:00

Total duration of maintenance work:
12 hours

Maintenance details:
The Acronis Cloud Team will perform infrastructure maintenance at the ZRH1 data center (Lupfig, Switzerland). During this maintenance, the current hardware will be relocated to a different physical location within the ZRH1 data center to improve the performance and quality of the provided services. This affects not the core services of Backup ONE but auxiliary services such as the web portal.

Services affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud

Impact on services:
No impact on Acronis services is expected during the maintenance work; however, in rare cases, there may be brief service interruptions.

Required actions:
None.

Your Backup ONE Team

Data Center Maintenance
Typ:
maintenance
von:
Mo. 26. Aug. 24, 20:00
bis:
Mo. 26. Aug. 24, 00:00

Total duration of maintenance work:
4 hours

Maintenance details:
The Acronis Cloud Team will update Acronis Cyber Cloud to the latest version 24.08.
The release notes will be available here.

Affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud
  • Notary

Impact on services:
Acronis services may be unavailable for up to 2 hours during maintenance work.

Required actions:
None.

Your Backup ONE Team

Data Center Maintenance
Typ:
maintenance
von:
Mi. 27. Mrz. 24, 18:00
bis:
Do. 28. Mrz. 24, 04:00

Total duration of maintenance work:
10 hours

Maintenance details:
The Acronis Cloud Team will upgrade the Acronis Cyber Infrastructure Cluster to the next version to improve the quality of provided services including stability and security updates.

Affected by maintenance:
Affected services are:

  • Files Cloud (FileSync 2)
  • Backup and/or recovery operations

Impact on services:
During the activity, backup and recovery operations will be delayed; the Files Cloud service will experience degraded download and upload speeds. The process does not anticipate any downtime except in case of issues, but there is a high probability of outages and delays during maintenance.

Required actions:
None.

Your Backup ONE Team

Maintenance Work Data Center
Typ:
maintenance
von:
Fr. 28. Mrz. 25, 20:00
bis:
Fr. 28. Mrz. 25, 00:00

Total duration of maintenance work:
4 hours

Maintenance details:
The Acronis Cloud Team will update Acronis Cyber Cloud to the latest version 25.03.
The release notes will be available here.

Affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud
  • Notary

Impact on services:
Acronis services may be unavailable for up to 2 hours during maintenance work.

Required actions:
None.

Your Backup ONE Team

Data Center Maintenance
Typ:
maintenance
von:
Mi. 28. Aug. 24, 18:00
bis:
Do. 29. Aug. 24, 04:00

Total duration of maintenance work:
10 hours

Maintenance details:
The Acronis Cloud Team will upgrade the Acronis Cyber Infrastructure Cluster to the next version to improve the quality of provided services including stability and security updates.

Affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud

Impact on services:
Some storage-related operations may experience delays during the update, which can affect the performance of backup and recovery, file synchronization and sharing, and disaster recovery services.

Required actions:
None.

Your Backup ONE Team

Data Center Maintenance
Typ:
maintenance
von:
Mo. 28. Okt. 24, 17:00
bis:
Di. 29. Okt. 24, 03:00

Total duration of maintenance work:
10 hours

Maintenance details:
The Acronis Cloud Team will perform scheduled maintenance work on the data center in Switzerland (EU5) between October 28 and 29, including standard system updates.
All services will remain available during the update, which will take approximately 10 hours, without any downtime.

Affected by maintenance:
Affected services are:

  • Acronis Cyber Cloud
  • FileSync 2 (Cyber Files)
  • DR Cloud

Impact on services:
Some storage-related operations may experience delays during the update, which could affect the performance of backup and recovery, file synchronization and sharing, and disaster recovery services.

Required actions:
None.

Your Backup ONE Team

Important Announcement: Planned IP Address Change
Typ:
maintenance
von:
Do. 29. Feb. 24, 08:00
bis:
Do. 29. Feb. 24, 12:00

We would like to inform you about a planned IP address change in one of our data centers in Zurich (EU5, Switzerland).

Schedule:
February 29, 2024, 08:00-12:00 Swiss time

Total maintenance duration:
4 hours

Maintenance details:
The Backup ONE Team will update the network infrastructure for Disaster Recovery to improve performance and stability.

Old target subnet New target subnet
195.49.21.0/26 45.95.102.128/26
195.48.74.32/27 45.95.102.224/27

Once maintenance is complete, all public IPs assigned to Disaster Recovery Cloud components will change. Please check the following:

Component Action
Recovery servers, Primary servers If configured with public IPs – check and note the new IPs assigned to the servers. Change the public target IPs of the servers on the customer side if necessary.
Point-to-site VPN The OpenVPN client configuration must be downloaded again after the IP range change to function.
Site-to-site Open VPN The VPN appliance on the customer side should automatically restore the connection with a new IP address. Ensure the new IP range is allowed on customer firewalls.
Multi-site Ipsec VPN Check and note the new IP for the connection in the cloud console. Change the public target IP of the VPN peer on the customer side.

After maintenance completion, the obsolete target subnets should be retained for one week and can then be removed from DNS.

Services affected by maintenance:
The following services provided by Backup ONE in the CH-EAST Datacenter are affected:

  • Disaster Recovery Cloud

Required actions:
The following information applies only to customers using the Acronis Disaster Recovery Cloud Service.

Affected components:

  • Primary servers
  • Point-to-Site VPN
  • Site-to-Site Open VPN
  • Multi-Site IPsec VPN

Before the planned maintenance date, please ensure that the listed outbound target subnets are allowed on your customers› firewalls to maintain uninterrupted cloud connectivity.

Service impact:
Network connection interruption to the data center for up to 5 minutes. The public IP range for the Disaster Recovery Cloud will change as a result. The required configuration changes on the customer side can be found in the «Required actions» section above.

Thank you for your attention,
Your Backup ONE Datacenter Team

Data Center Maintenance Work
Typ:
maintenance
von:
Fr. 30. Sep. 22, 12:00
bis:
Fr. 30. Sep. 22, 15:00

Duration of maintenance: 3 hours
Maintenance details: The Acronis Network Team will perform infrastructure maintenance to update network equipment, applying the latest security patches and improving overall service quality.
Services affected by maintenance: Files Cloud, DR Cloud, Acronis Cyber Cloud
During the maintenance window, customers may experience network connectivity issues with Acronis services for 10 minutes as traffic is being redirected.
Required actions: None, the service will be automatically restored after the maintenance window.

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