where did you perform the packet capture?
Start by replicating the issue and performing a packet capture as far from the client as possible, and work your way in. For example:
Client -> PFSense -> InSync Cloud
Perform a packet capture and verify you see client AND server hellos between PFS and InSync cloud (On WAN interface). Next, perform a packet captrure between PFSense and the client (On LAN interface). Verify if client/server hellos are also present.
Client and Server Hellos
If present on WAN and not LAN, there is a rule blocking traffic somewhere. Verify Firewall rules, IDS/IPS, geo-protection, and NAT.
If not present on WAN nor LAN, verify you're not attempting to access the service from a blocked IP. This is usually common when accessing services via a VPN provider. Things to check for in this case:
-Confirm connectivity to the InSync Cloud. Ping, https, etc. anything to confirm you can communicate with the service
-Verify client configuration for the backup is correct. I'm not familiar with this particular service, so perhaps the client config has a typo in the user/password, is configured to target an incorrect server, or the application may be throwing event logs explaining the issue.
-Lastly, and probably not the case, Take the proposed cipher list from the client hello packet and confirm with InSync that they're configured to accept any of them.