Identity Protection Option Not Displaying
Am wondering why I do not see the option for Identity Protection. I'm on version 40729 of ACPHO Premium. See attached screen shots.
Is there something I need to do for ID Protection?
Ian-
Thanks for your reply. Unfortunately, the first screen print (AcronisWebSiteExample.jpg) is from the Acronis website describing Identity Protection (https://kb.acronis.com/content/72567?ckattempt=1), NOT from my system (that's the problem).
In the regions where it isn't available, you would think the price for the subscription would be less.
I miss the old days more and more when I see things like this happening.
Years ago I used True image 11 and Ghost 2003 and never ever had any problems.
Gary,
I notice that you MyProtection screenshot shows Malicious Files having a blue circled exclamation mark. If you hover your mouse over that do you see a popup tool tip? If so what does it say?
Another question, do you have a language other than EN-US installed on your PC?
Hello Gary!
Thank you for reaching out.
I have reviewed the account, and indeed, you should be able to see that tab in the product.
I have updated the ticket you raised with our support with the details you provided.
You can expect a reply as soon as possible.
Best regards!
Enchantech wrote:Gary,
I notice that you MyProtection screenshot shows Malicious Files having a blue circled exclamation mark. If you hover your mouse over that do you see a popup tool tip? If so what does it say?
Another question, do you have a language other than EN-US installed on your PC?
Thanks for the idea. When clicking on the "Malicious Files" link, the message displays "Currently the Anti-Malware protection is performed by the following software: ESET Security: Snoozed. To avoid compatibility issues and to enable complete protection of your system with Cyber Protect Home Office, uninstall this software and enable protection".
Clicking on enable protection does not do anything.
So I uninstalled ESET (my antivirus), rebooted, went back to Acronis and the "Malicious Files" was no longer blue - it was green like the other items under Active Protection. HOWEVER, Identity Protection still does not display.
Also, no other languages installed (only English - US).
INTERESTINGLY - I have the SAME ISSUE ON MY MAC. No Identity Protection option and up-to-date software.
While I am reluctant and loathe to do it, I will (on the Mac) remove ESET, delete Acronis, reboot, reinstall Acronis and see if Identity Protection displays. Beyond that, I'm out of ideas.
I thought that you might have an alternative security software installed. You might wish to try a Modify Install of the Acronis application on your Mac and see if that gets things working for you. If it does do the same on your PC and you will likely find success. Look Here for details
Enchantech wrote:I thought that you might have an alternative security software installed. You might wish to try a Modify Install of the Acronis application on your Mac and see if that gets things working for you. If it does do the same on your PC and you will likely find success. Look Here for details
Thank you for the suggestion. Unfortunately - still the same. Uninstalled ESET, rebooted, tried Acronis MODIFY install, no change. Uninstalled Acronis and ran the CLEANUP UTILITY, rebooted, installed Acronis - no change.
Tried above steps again with my VPN off (Mullvad - local tunnel to/from California cities) - no change.
Update 10/9/2023 3:15PM: Acronis customer support requested I submit a System Report to their FTP server. Will update this post with their findings.
gary seven wrote:Enchantech wrote:I thought that you might have an alternative security software installed. You might wish to try a Modify Install of the Acronis application on your Mac and see if that gets things working for you. If it does do the same on your PC and you will likely find success. Look Here for details
Thank you for the suggestion. Unfortunately - still the same. Uninstalled ESET, rebooted, tried Acronis MODIFY install, no change. Uninstalled Acronis and ran the CLEANUP UTILITY, rebooted, installed Acronis - no change.
Tried above steps again with my VPN off (Mullvad - local tunnel to/from California cities) - no change.
Update 10/9/2023 3:15PM: Acronis customer support requested I submit a System Report to their FTP server. Will update this post with their findings.
Hello. Yes, our support is checking the issue. From what I can see doesn't seem related with your device/environment but instead by some reason the account didn't triggered the quota for the feature automatically so we have to add it manually. As soon as it's reviewed you should be able to have the feature available.
Best regards.
Jose Pedro Magalhaes wrote:gary seven wrote:Enchantech wrote:I thought that you might have an alternative security software installed. You might wish to try a Modify Install of the Acronis application on your Mac and see if that gets things working for you. If it does do the same on your PC and you will likely find success. Look Here for details
Thank you for the suggestion. Unfortunately - still the same. Uninstalled ESET, rebooted, tried Acronis MODIFY install, no change. Uninstalled Acronis and ran the CLEANUP UTILITY, rebooted, installed Acronis - no change.
Tried above steps again with my VPN off (Mullvad - local tunnel to/from California cities) - no change.
Update 10/9/2023 3:15PM: Acronis customer support requested I submit a System Report to their FTP server. Will update this post with their findings.
Hello. Yes, our support is checking the issue. From what I can see doesn't seem related with your device/environment but instead by some reason the account didn't triggered the quota for the feature automatically so we have to add it manually. As soon as it's reviewed you should be able to have the feature available.
Best regards.
Thanks for the response (and sanity check).
gary seven wrote:Jose Pedro Magalhaes wrote:gary seven wrote:Enchantech wrote:I thought that you might have an alternative security software installed. You might wish to try a Modify Install of the Acronis application on your Mac and see if that gets things working for you. If it does do the same on your PC and you will likely find success. Look Here for details
Thank you for the suggestion. Unfortunately - still the same. Uninstalled ESET, rebooted, tried Acronis MODIFY install, no change. Uninstalled Acronis and ran the CLEANUP UTILITY, rebooted, installed Acronis - no change.
Tried above steps again with my VPN off (Mullvad - local tunnel to/from California cities) - no change.
Update 10/9/2023 3:15PM: Acronis customer support requested I submit a System Report to their FTP server. Will update this post with their findings.
Hello. Yes, our support is checking the issue. From what I can see doesn't seem related with your device/environment but instead by some reason the account didn't triggered the quota for the feature automatically so we have to add it manually. As soon as it's reviewed you should be able to have the feature available.
Best regards.
Thanks for the response (and sanity check).
You are welcome!