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Just installed Acronis 2018 for a client (I have used this product in its various forms for over ten years) and without surprise I am stuck waiting (24hrs I'm told) for Acronis technical support.

When I click either the "Dashboard" icon in the client or in "Settings -> Notifications -> Change email notification settings" I get re-directed to another Acronis page that has a token for auth in the URL but then asks for a login email which is evidently invalid. I use the same email address used to log in to the customer portal.

Has anyone else seen this ?

Acronis_Account.png

Sign_in.png

 

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Hi Illium007.  I don't have a user related answer for this issue.  However, was wondering if you tried to contact technical support via chat?  It's usually instant to open a case and have someone look into it.  You might only get tier 1 off the bat (initially), but at least you get the ball rolling without having to wait 24 hours.

https://kb.acronis.com/content/8153#You_have_an_Acronis_product_and_wan…

 

Yes - thats where I started and was advised of a 24hr wait for what is an Acronis bug, not a customer induced support query. I wasn't paying $32 to do Acronis R&D for them.

If you have ATI 2018 as shown in your Account screen image, then there should be no charge for contacting Acronis Support - all users with ATI 2018 or 2017 currently have up to 2 years of support via Live Chat or Email.

I am not getting this error when I go through the process to change the global email instruction. Just noticed you are doing it via the dashboard rather than through settings (the item second from the bottom).

I notice the email address is for an Australian email domain, and if Acronis classifies you as being located in Australia I would have expected "au" to be in the URL. Yes, you end up with an "au" in the URL once you have been logged in but not before hand. I successful logged in. However I cannot see how you manage notification from the dashboard. More I look at this the more confused I become. I put it down the early Summer we are having in Melbourne (Australia). And to top it off, we are now getting heavy rain and flash flooding.

Edit: I have lost the plot, looking at the wrong thing. I assumed you were referring to notifications about backup task, rather than information from Acronis. To do the latte, once you log into your account, you should select settings on the left, not the dashboard. However, not sure why your logging into the dashboard is not working.

Ian

am trying to access the notification settings from the second item from the bottom. I have tried to change the URL in the resulting browser window "https://trueimage.acronis.com/login-by-jwt/eyJ0eXAiOiJKV1QiLCJhbGxxxxxx…" to trueimage.acronis.com.au and trueimage.acronis.com/au/ but it doesn't work.

192_168_16_13__FOCUS_OFFICE1__-_VNC_Viewer.png

"However, not sure why your logging into the dashboard is not working."

Thats my exact quandry

Clicking on the Settings > Change email notifications settings worked fine for me, signing me in using the JWT information then opening the Online Dashboard to the settings I have set.

If you are seeing an error when clicking on the above link, or when clicking on the Dashboard button from your Acronis account Products page, then this would suggest there is an issue with your Account profile which only Acronis will be able to resolve.

I would suggest sending a PM about this issue to Ekaterina as the Forum moderator and ask her to check your account settings for you.  We had a few account issues when Acronis switched over to the new Forum software but most of these were resolved as far as we knew.

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Hello ilium007,

I've checked the account in question - there are indeed some issues that cannot be fixed by a support engineer and require escalation to the development. I've raised a corresponding task - once the issue is fixed, I'll let you know. 

Thank you!

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Sure, have sent you the ID in PM. 

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Oh, just got the notification saying the issue is fixed! Would you test the login again and share the outcome?