Acronis True Image 2021 - Access denied

Sylvain, welcome to these public User Forums.

The user credentials required for backups using a NAS as the storage destination are those that are configured on the NAS and not those of any Windows user.  This may mean having to select to use a different user than the default one initially prompted by Windows.

I have always ensured that my own NAS users accounts and passwords are unique and never match any of my Windows user accounts so as to avoid any confusion over which user to choose!

Hi Steve, When I got the prompt windows I enter the NAS (admin login and password). On my PC I only use an administrator account (local) and no password at the moment....

So far,  I have a few bugs with ATI 2021, Sometimes I have some backups jobs that when the schedule for the backup is starting Acronis cannot find the backups on the NAS. Strange because I can acces the shared folder from my PC at the same moment (checking connection) and the backup files are there.

Also the non stop scheme is also sometimes a miss but again I can get access to the NAS with Windows Explorer.

I use Roon for my music and never get drop out or connection issue with the NAS.

ATI 2021 interface sometimes is very slow and not responsive. I have 16GB of RAM and my PC is running pretty good.

So far I uninstall and reinstall Acronis 3 times. Not a very good experience so far. I start to regret to not have bought Macr.... ! I also use the Acronis uninstall utility and each time.

Now i'm out of solution and I don't want my license to get blocked because I install and reinstall Acronis and everytime I activate it.

Sylvain, there can be issues when you are mapping Windows drive letters to NAS resources and also accessing those same resources using Acronis.  This is not an Acronis issue but one imposed by Microsoft for the number of active connections to a network resource!

Personally, I never map any Windows drive letters to my Synology NAS and have no Windows user accounts with the same name or credential as the NAS account used only for my Acronis backups, and have never had any issues with accessing my backups on the NAS, including using the option to 'Open location' for my backup tasks (where I use the same dedicated NAS user credentials).

With regards to activation, there is no risk of you license being blocked by reinstalling Acronis on the same PC hardware multiple times

Hi, I never mentioned that I mapped my NAS as a drive letter.

My Windows username is my name: Sylvain (with no password)

Acronis to access the NAS I use the same username and password (as the same to configure the NAS)

This morning I tried the "open location" and the credential was my username "MonPC\Sylvain" but I don't have password for my local account. But I didn't try to use the credentials to access the NAS. I have tried that a couple of days ago and didn't work either.

I don't get it. Acronis prompt me the first time I create a backup job the credentials for the NAS  (username : admin and password: ) to give access to the NAS

Why to just "open location" I need to input credential but what ever I use was not working ?

Thanks

This morning I tried the "open location" and the credential was my username "MonPC\Sylvain" but I don't have password for my local account. But I didn't try to use the credentials to access the NAS. I have tried that a couple of days ago and didn't work either.

When you get the prompt for credentials from using 'open location', then you need to look carefully for the option to use a different user account, not your default "MonPC\Sylvain" account.  If you are not given this option, then it is because the Windows Credentials Manager already has stored the incorrect account details and you need to remove those then set the correct one for the NAS.

The above image shows where my own NAS credentials are stored.

Is it ok to tell Acronis to use the credential to use the NAS (admin and password) ? I always do it like this since I bought my NAS. On the NAS I never create different account because i'm the only one accessing it on my network at home.

The first time I made a backup it Acronis ask me the credential to connec to the NAS which I use the admin & password and it work. Why I need to log in with another credential when I just want to use the "open location" within Acronis ?

When I use the "open location" by default the credential is : MonPC\Sylvain but I also select to use another account

and again use the "admin & password" without success.

When I look in the credential manager it create a new user: admin

This also never work and get again the "Access denied"

Thank you for trying to resolve my problem

Is it ok to tell Acronis to use the credential to use the NAS (admin and password) ? I always do it like this since I bought my NAS. On the NAS I never create different account because i'm the only one accessing it on my network at home.

The first time I made a backup it Acronis ask me the credential to connec to the NAS which I use the admin & password and it work. Why I need to log in with another credential when I just want to use the "open location" within Acronis ?

You are potentially opening your NAS to attack by any malware that can access credentials stored in Windows if this includes your NAS main Admin account.  My own NAS Admin account is never used for my backups and has two phase authentication enabled that requires an authenticator app code when it is used.  My Acronis backup NAS account is only to the folders on the NAS for my backups and not to any other data kept on the NAS.

When I use the "open location" by default the credential is : MonPC\Sylvain but I also select to use another account

and again use the "admin & password" without success.

When I look in the credential manager it create a new user: admin

This also never work and get again the "Access denied"

Do you have any local Windows user accounts named 'admin' as this could cause confusion, plus sometimes the NAS user account has to be qualified by the NAS name.

See KB 58004: Acronis True Image 2016: Troubleshooting Issues Related to NAS Credentials - which still applies to later version.

Hi steve greatly appreciated your help and i'm starting to realize that I probably not using my NAS correctly. THE KB 58004 is also a great source of information. Let me sum up how I use myNAS and acronis and also the way I share my folders on the NAS.

Hardware:

1 PC (Windows 11) main computer (admin account)

1 NUC (Windows 11) in the living room to serve as a ROON Core to access my Music shared folder on the NAS

NAS: Netgear ReadyNAS Pro Business Edition (6 drives bays)

Windows: Main PC

In the credential manager I have 1 credential with the name :

ReadyNAS and the login:   Username: admin   password:

This credential was probably create when I first acces the NAS from the PC, right ?

NAS

On my NAS my shared folders (Backup, Music, Movies, Applications) are all set to Everyone.

I access my NAS from the main PC with the admin account to access my shared folders but from what I understand it's not secure this way and I want to do it properly.

So if I understand it right I should delete the "ReadyNAS" credentials in Windows because it use admin permission to the NAS.

Then on my my NAS create 2 accounts: Sylvain and Acronis

Then I should also removed the "everyone" on the "backup" shared folders and select the 2 users to access the share in read and write.

For my user account : Sylvain should I use it in the group as users or admin on the NAS ?

I ask Because Windows will create that credential to acces my NAS.

Hope after this the "location folder" will work !

Thank you for your help

Hi Steve, after hard work and time today I manage to fix everything and I learn alot of few things on NAS and backup software. Before I was using Genie Timeline Pro and it was easy to use but no way to validate backup files.

I made a (full image) backup of the hard drive and after a full backup of the NAS to my external USB HD

Here what I did and maybe could help someone...

• Clear all my Windows Credentials (Windows Credential Manager)
• Erase all the backup jobs in Acronis (wanted to start from fresh)
• Erase all the save login from Acronis in the registry: HKEY_CURRENT_USER\Software\Acronis\Connections\smb    more info (KB 58004)
• Change the admin password on the NAS for a stronger and different one
• Create 2 new user on the NAS (group: users)
• Change "Backup" shared folder (remove users as Everyone) and give only access to users: admin, me and Acronis
• All the other Shared folder are music and movies so at the moment I left it at Everyone (users)
• Backup my NAS configuration and also Acronis True Image settings on my Documents folder.

Great news ! All the backup works and the "Location folder" I cross my fingers and hope i'm finish with this. I learn alot and the (KB 58004) is a great ressources for information.

Thanks

Sylvain, great to read that you have resolved these issues with access to the NAS and now have a more secure resource as well!  Thanks for sharing your solution to help others here.

Well, I check all my backups task done this morning and all have green check marks.

When I want to check all my Differencial version using "Clean version" I got the prompt to put username and password. but All the fields are already filled and if I press "test connection" it will fail. But the backup is done this morning and nothing have change since yesterday.

To make this work again I need to:

Empty the password field

Press "test connection" with the password filed empty and it will fail of course

Then put the password again and press "test connection" and it will work.

Also the "open location" prompt me again with credential and no matter what I do I will still have access denied.

I am clueless now. Looks like Acronis True Image for a reason don't keep the credential stored properly or somehow reset the connection credential. Because on Windows side I never loose my NAS connection to my shared folders after I put the username and password for the first time I want to acces the NAS share folder.

To sum up. Acronis loose shared folders connection and still don't give me access to the backup when I use the "open location" within Acronis. I never loose connection to the NAS using Windows Explorer and it's stable.

Pretty sure my NAS is stable too because I can always acces the NAS folders with Windows while Acronis don't.

Not really reliable and a hit and miss here. Start looking for another backup software considering the amount of time spent on this software since I bought it. Where are the Acronis support team in the forum !

Sylvain, when you use the option to 'Open location' then it is using Windows Explorer and the Windows Credentials Manager for the access function, so Acronis does not store any credentials in this respect.

Does your Sylvain user name exist on both Windows and the NAS - if so, I can only recommend using a different user name on the NAS.

Hi, I change my name in the NAS with some extra letters. I erase all credentials in Windows and did new backup again !

This time I did not log with the PC on my NAS to input username and password. I first made a small backup in Acronis and when it ask for credential when I select the "NAS IP address" in the list for the destination. I then use the Acronis user credential to make the backup. Then Try the "Clean version" it work.

After the "open location" then it prompt me for username and password. I enter my username Sylvain... and password but I did not check box to "save information" and press enter and it work. This way no credential was saved in Windows.

Acronis acces my NAS with IP address. But in Windows I access the NAS with it's network name in my case ReadyNAS.

After I create and test all my backups and everything was working then I create the credential  for Windows

Using my NAS name : ReadyNAS and use again Sylvain.... and password and save.

So far it work and I don't touch nothing but at first everything was working yesterday but a couple of hours after the "open location" was not working. Maybe the fact that Acronis use NAS IP address and in Windows I use NAS network name maybe this could cause some issue.

So now in Windows I have a credential with my username and password using the NAS name and not IP address.

But I never found why sometimes Acronis ask me Username and password to access my backup.. Like I mention in previous post. The credential is save in the registry but it's like the password save in the registry is not the same as the files in the "C:\ProgramData\Acronis\TrueImageHome\Scripts" folder

The solution I found is:

Empty the password field

Press the "test connection" button with the password field empty. It will fail because no password

Then I put the password again and press "Test connection" button and the connection wil work.

Look like Acronis is loosing the NAS credential and need to refresh and save again.

Very strange. I will give it a few days and if I still having problems I will look for another backup software.

Just a matter of a few hours and again Acronis ask me again the credentials. For some reason it don't heep it saved !

Also my nonstop backup for my documents I received a notification that the backup process was stopped.

I input my credential again and even after I could not make the nonstop backup work again. I have a warning that the files was moved. Nothing has change ! What a piece of crap of software this is !

My NAS is alway available to all my other device and also my PC.

Acronis is 0% reliable in my case. It's working for a few hours and after I start to have problem again.

Dear Sylvain P.,
We are sorry to hear that some problems pop up again. Have you tried to reach our support? Customer Service and Support (acronis.com)

No I didn't contact support because when I tried I read the support life for Acronis True Image 2021 as ended on earlier this august 2022. Looks like Acronis don't support new customers for Acronis True Image 2021 and focus more on Acronis Cyber Protect (yearly subscription).

Sylvain

Dear Sylvain P.,

Let us explain our support policy, there are three phases:
Phase 1: Mainstream support which starts from the release date and lasts until the next product version is released. The entire scope of support services is provided during this phase.

Phase 2: Extended support. Starts when the Mainstream Support phase ends and lasts for a specific duration (usually one year or until the next-but-one product version is released). Limited support services are provided.

Phase 3: Self-Service support. Available for three additional years after the Extended Support phase ends. It includes Acronis online Knowledge Base articles, FAQs, troubleshooting tools, and other resources to help customers resolve common issues.

You can learn more here: Acronis Support Lifecycle Policy for Consumer Products

If your issue is very complicated and you do find the answer in the knowledge base or here on Forum, you can always buy single-use support assistance Per-Incident: Purchasing Acronis Pay-Per-Incident (PPI) Support Program | Knowledge Base

Also, we always suggest to install trial version of the the latest update product, which is free of charge 30 days and has full free of charge support: Acronis Cyber Protect Home Office - Integrated Backup and Anti Malware Protection

I have found the solution. I ununstall Acronis True Image 2021 and no more problem.

Sylvain P. wrote:

I have found the solution. I ununstall Acronis True Image 2021 and no more problem.

Dear Sylvain P.,
We are sorry to hear you are leaving. We hope you may give a chance to Acronis solutions in the future.