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Cannot login

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Hi!

I am able to login to Acronis website, so credentials are OK.

If I am trying to login in Acronis software to use online-backup or synchronizing, it keeps "Logging in, please wait" message on screen.... hours. Nothing happens, not even error code. Only wheel is spinning with the text.

At least I think I have set up my firewall properly. I am using F-Secure Internet Security 2012.

Any idea, where the problem is?

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OK! I found out that other users has faced same problems, and they have resolved this by re-installing ATIH2012.

I made cleanup with Acronis software and then installed again ATIH2012, but the problem remains. Still keeps logging in.

Should there be kind of acronis sync -software? At least I cannot find it installed to my desktop.

Hello Judanssi,

Thank you for joining our Forum, we are happy to greet you here.

We apologise for the the inconvenience and would like to offer our assistance to help resolve your issue.

Just to confirm, you mentioned that you are able to log in to your web account, yet when attempting to synchronize your computer or utilise the Online Backup feature in Acronis True Image Home 2012 the log-in operation does not go through successfully.

Please kindly specify whether upon starting up Acronis True Image Home 2012 your account signs in automatically as visible in the upper-right hand corner of the product mainscreen. I am not referring to the log-in operation when you head to the Synchronization tab.

Also, do you experience any issues when resorting to the Online Backup menu item under the Backup and Recovery tab. That is, when you click on Online Backup, you will see a window appear where you would normally specify what to backup, the destination of the backups and additional options; within this window do you manage to see your account and the storage capacity allotted to you under the Destination section?

You may try to download the Standalone Acronis True Image Online installer from your web account, install it and try to backup from there to see if the log-in issue still persists.

The above steps are for diagnostic purposes and should not take too much of your time. Yet, you may simply collect Acronis System Report and send it to us either by attaching the log archive that is generated to your following post, or you may send it our FTP server, by following these important steps.

Upon receiving the logs we will forward them to our Testing team to find out the root cause of the issue. For the time being please kindly bear with us, we really do appreciate your consideration.

Please do not hesitate to post us with any further questions you may have. Alternatively, you may contact Acronis Customer Central for additional assistance.

Kind regards,

Hi!

Yes I am able to login the website, and also if I give wrong password I will get the error message.

ATIH2012 does not login at all. Upper right corner is the "wheel spinning" continously. And Online-backup + Sync are both "Logging in state". I have managed to cancel login couple times and tried again, but no success. Usually cancelling the login-process from SYNC-tab causes ATIH froze and it needs to get killed from task manager.

I have uninstalled ATIH2012 couple times using ATIH_CleanUp_2012.exe and then installed again with installer ATIH2012_7119_en-EU.exe but the problem still remains the same.

I am not able to see my online-backup section, because all I can see is this "Logging in. please wait" -text. So the whole online backup is useless for me at the moment.

I have created the report, and like to send it to you by FTP. The instuctions just say "Click the link provided to you by an Acronis Customer Central representative" and I dont have any link :) Do I have to pay extra USD11.84 to get my software work with Pay-Per-Incident??

Greetings Judanssi,

Thank you for your post. I have sent you a PM with the FTP link to which you can upload your collected System Report logs.

I am sorry to hear that your issue persists despite performing the operations you stated in your above post. It is important that we analyse the logs for specific issues that underlie the prevention of a successful log-in necessary to carry out Online Backup and Synchronization tasks.

Please kindly notify me when you have uploaded the necessary logs so we may identify the root cause of the issue and get back to you with the appropriate instructions.

Do please let me know if you have additional questions.

Thank you.

Hi I was wondering if there was already a cause found. And even a solution found.

I am actually having the same issue.

Already reinstalled it. I get to login once and then nothing anymore.
Press cancel and the application goes blank, no reaction at all anymore besides the popup "Acronis is not responding anymore".
I have it also running on another computer and no problem there.

I will hapily provide any information you need to help this fix.
You just need to mention what you need.

I havent got any solution yet. I think I have to cancel my online-order :(

I have sent my logs to Acronis, but no answer received after that.

Hello Everyone,

Thank you for posting on our Forum.

Kristof, it is difficult to say at this stage as to the cause of the issue, however, upon clarifying each Customer's issue we will be able to address them and provision solutions or fixes, where necessary. As you have kindly offered to provide us with information and details that will help us pinpoint the root cause of your issue, we would very much appreciate your collecting a System Report by following the instructions within the Knowledge Base article. Any additional screenshots as to exactly what you are attempting to perform and the resulting error messages and/or state of the product with which you are discontent about.

Please expect a short PM from me with an FTP link through which you may upload the Acronis System Report and screenshots, if possible, so that we may look into your issue as necessary.

Judanssi, due to a technical issue on our side, we were unable to forward your System Report that we had kindly asked from you. Please accept my apologies for this very matter. Will you be so kind as to upload the System Report once again to our FTP account, the new link to which I will be send you very shortly via a PM.

For additional questions or issues please do not hesitate to let me know, I will be glad to be of assistance.

Kind regards,

Volkan

I am also having a similar issue.

I am able to use the online backup tool, and my previous version of Acronis TrueImage (2010) to backup.

However since upgrading to 2012, I have been unable to complete a successful backup online.

The backup seems to start to run, but then timesout and the Acronis application stops responding.

If I close the application down, and then re-open it, I get the Loading, please wait.... screen. The account symbol at the top right of the screen is also greyed out with the loading symbol next to it.

This also seems to occur if I go into the Syncronization tab (although I never actually use this facility).

I am using Windows 7 Ultimate 64bit.

I like Acronis products (I use them for all of my customer's server solutions) but this has really put me off recommending it for home users. I have already had one customer give up (they had a similar issue) and switch to iBackup.

Greetings WebbDev,

Thank you for taking the time to post on our Forum, kindly allow me to address your issue.

We are assisting Customers and Users with Acronis Online Backup issues, and therefore would appreciate your efforts to collect an Acronis System Report, so that we may be able to investigate the root cause of your Acronis True Image Home 2012 Online Backup issue.

If you are able to provide us with screenshots of the steps you take during your Online Backup task and the subsequent freeze-up of the application and the Synchronization log-in loop, it will be much appreciated.

Please expect a PM from our side with the necessary FTP link that you may follow to upload the System Report and screesnshots of your operations up until you experience your issue. Upon sending us the necessary log files and diagnostic information, I will be glad to forward your issue for investigation.

Should you have additional questions or further issues, please do not hesitate to inform me, I will be glad to address them likewise.

Kind regards,

Volkan