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Cannot summit a support ticket True Image 2019 Home

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Hi,

Have been trying to summit a support ticket and I get the whole way to summit a ticket and then get a white screen with support at top and nothing happens. Reason for ticket is that I had 2 failed recovery's that were 168 Gb. After the recovery's failed it reverted back to prior hdd status.  I noticed that my hdd space was increased by the 168gb. Does anyone know where this might be ? I have Win7-64

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Hello Ted,

Are you doing it via your account? (account.acronis.com)

Just checked - the tickets are successfully created from there.

Ted, I was able to submit a ticket earlier today without any issue other than now waiting for the new case number to be advised by email.

With regard to the recovery issue, then more information would be needed to understand what is happening and the steps you have taken in that process of recovery?

One key point, please ensure that your computer was not in a Windows hibernation state when you attempted to perform the recovery, as this can lead to some strange issues with regards to disk space management.

Thanks Steve, I did generate a report to go with the ticket. I just can't get account.acronis.com to work. 

I think I found the problem. I do not have my True Image 2019 in my account . I added the key but when I get to my products this is not there.  This is what I have Acronis True Image Advanced. This is what I try to summit a ticket for with the blank screen. I tried to access this on a laptop with the same results. Hopefully someone from Acronis can correct this or give me a direct link to help.

Ted, because you have Acronis True Image Advanced, then this will show differently in your Account, instead of ATI 2019, you should see ATI Subscription as that is what the Advanced license is.

Steve, I did exactly as you have posted. same result-support and white screen and nothing comes up. I tried logging on to my account on 3 other systems with same result. Something is not right on my account on Acronis end. Hope they see this post and look into this. I need to get my problem resolved. I will be glad to send you my e-mail and password to log on to my account to try for yourself.

 

Than-You

Ted, send a PM to forum moderator Ekaterina.

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Hello Ted,

I've replied in PM.