Error: Can't get "data" xml tag

Same problem.

same problem

same problem

same problem

same problem

+1.

Same problem

Hello everyone,

I am terribly sorry for the inconvenience.

We are currently working on resolving this issue and I will update this thread as soon as I have any news.

Please accept our apologies for the inconvenience.

Thank you.

I am having the same problem when trying to access the online backup feature of Acronis True image Home.

It also tells me that "the registration sever is unavailable", although my product is fully activated and legit

On Saturday I had a very long live chat to a customer representative who ended up taking remote control of my system for about 30 mins, finally producing a series of reports and logs which I then had to email to him, haven't heard back yet but will post if or when I do.

I can't leave it much longer as I am feeling very exposed not being able to update my backups.

If anyone has had any luck sorting this please let me (& everyone else) know.

Cheers

Steve

The Same to me, what more i cant connect to synchronization. There is "the networ problem" 2012.03.07 10:00pm

Exactly the same problem. Tried to run as administrator, temporarily disabled Norton, still the same.

I am furious as I was forced to update to Acronis Home Image 2012 to use online backup, and now can't. While the 2011 verion worked great, this one keeps crashing. Despite the crash of the interface, the local backup continued and finished.

Hi Anton,

I emailed back as follows;

Hi Sachin,
 
Thankyou for your email, in the mean time I have uninstalled all Acronis True image components, I had to use your removal tool as Trueimage was not on my add/remove programs list.
 
I reinstalled but when I opened trueimage, I was informed that the registration server was unavailable, and when I clicked on Backup & Recovery and then Online Backup I was shown the same error message (Can't get "data" xml tag!).
 
I have also noticed a response on the forums (30284) from Anton Deev;

Hello everyone,
Thank you very much for your posts and I am very sorry for the inconvenience caused by our software.
We just released a Knowledge Base article that explains how to resolve this issue.
 - Acronis True Image Home 2012: "Can't get "Data" XML tag"
Please let me know if you need additional help or you can get in touch with our Support team directly.
Thank you.
________________
Anton Deev

When I clicked on the link I was very confused as not only did the text not make sense, as I have not entered the incorrect credentials at any point, if I had, surely I would not be able to be logged in, as shown by my email address showing in the top right hand corner of True image Home.

You will see this error entry show up in the log whenever you provide incorrect credentials on an attempt to log in to Acronis Online Backup.
but it also gave no solution;
Solution
If at some point when operating the product you have accidentally provided incorrect credentials to Acronis Online Backup:
Then the product will write the Can't get "Data" XML tag error entry in the log.
Thus, you can ignore the entry.

What do you mean you can ignore the entry? because of this error the program does not work! so how can we ignore it!
 
Now on to your suggested method in your email,
 
Firstly I am not sure exactly what you mean by Find there all config.xml files do you mean just the config.xml file in that folder or also the one in the folder named with my email address.
Secondly in part two 2.Add the <RequestTimeout> 300 </RequestTimeout> string before </ArchivingStorageSystemConfiguration> line; should the string be on the same line, in the line above etc.

I tried editing just the first config.xml file and adding the new string in the line above the </ArchivingStorageSystemConfiguration> line; resulting in:
 
<?xml version="1.0" encoding="UTF-8" ?>
<RequestTimeout> 300 </RequestTimeout>
<ArchivingStorageSystemConfiguration>
 &#32;
 <OnlineLogin>
  **********@*******.com (removed for this post)
 </OnlineLogin>
</ArchivingStorageSystemConfiguration>
 
but when I started True image I received a new error message

XML parsing error: line: 3, column: 1
Event code: 0x00E40040+0x00980329

I tried adding the string to the second config.xml file in the folder named as my email address but got the same error as above.
 
I hope this helps in finding the cause of the problem, I look forward to hearing from you.

I hope either Anton or someone else can help as I rapidly running out of patience and wishing I had not bought this software, this is my forth upgrade!

So we "ignore" this message?

Hello SRPG and Gary,

Thank you for your posts and we are very sorry about this issue.

SRPG, I am very sorry, the Knowledge Base article had to do with another problem which had a similar error message. I removed my post to avoid confusion. I would really appreciate if you could let us know if you are still having issues with this, according to your current case you are making progress. I had to edit your post because it included some internal communications which cannot be posted without the consent of both parties.

Gary, I terribly sorry about the issue that you are having. Could you please work with our Support team, I can see that you have an open case with us and you can always contact me directly if you have additional questions about your case.

Please let me know if you have additional questions.

Thank you.

Hi Anton,

I am still not able to access the online backup service from within Trueimage home, I have been emailing back and forth with one of your support colleges but so far to no avail, I have performed various tasks on his instructions and then replied with the results.

Things have changed though; it no longer says "the registration sever is unavailable" at the bottom of the Trueimage home window, it now states that "Wrong credentials supplied for connection to Acronis Online Storage", even though I have used the same email address and password to log in to my account and to this forum!
Also when I then click on the Online Backup tab in True image home it no longer says “Can't get "Data" xml tag”, it now says “Username or password incorrect”.
When I click on my email address at the top right corner of the home page it shows me as logged in, but when I click on the online storage icon in the drop down menu it takes me to a web page and the following window is seen;

Storage Server is not available
Sorry, the Storage Server is not available now. Please try again later.
Less information
ssn : 8F96D8A91417D5638CAD0C640C33B3CE.betha
rqst : 259c3236

I am wondering if somehow my credentials have become corrupted or duplicated?

If this is not sorted very soon then I will obviously not be turning my months free trial of the online storage option into a paid account and will be requesting a refund for the Trueimage upgrade; as the online backup option was the reason I upgraded my previous version of True image, which for local backup has and continues to serve me fine.

Steve

Hello Steve,

Thank you for the update and we really appreciate your feedback.

I forwarded your case to our Expert team so that we can take a closer look at this issue and resolve it. I would really appreciate if you could take a look at this post which has additional information about the Storage Server is not available error.

If you have additional questions about the case please contact me directly.

Thank you.

Anton,

I'm getting started with your online backup. I'm backing up 58GB of data. After 2.95GB the backup stopped. It's giving me 2 error messages.

- registration server is unavailable
- can't get data XML tag!

Now when I try to look at my online backup settings, the UI dims and ultimately Windows tells me the program has stopped working.

Judging from reading these posts its pretty obvious that your system and support structure are not equiped to handle what you are selling. Tell me what the error messages mean (I'm guessing it's due to your infrastructure being undersized and crashing under the load your users are putting on it) and what recourse I have to 1). either get what I'm paying for or 2). get a full refund.

Thank you!

Anton...

I am having the EXACT same problem as Marvin above.

AND I messaged you a few days ago on this - don't see any DM reply.

I (and others) need a resolution and answer to this NOW...or I am going to need a full refund as well.

Thank you.

Andy

Same issue as well.. just signed up to evaluate the Backup Online product..but as soon as I try to create a backup the Online backup area is ghosted out and get the same "cant get "Data" XML tag!' error logged .

Certainly doesnt leave me with confidence in the Enterprise level apps I was looking at.

So posts are now being deleted if containing negative feedback ?

BiiRO - Apparently, yes. My earlier comment about canceling my online backup subscription because of this problem has disappeared. This one probably will in a few days, too.

Same problem. What can I do?

Hello all,

Thank you for your comments.

First of all I would like to mention the information, that has been provided in other threads, but somehow never posted in this one: 

As online backup is a network solution, most of the issues are related to the network connectivity to the storage, which makes each case unique even if the errors are similar. We understand how urgent each situation is, and rest assured we investigate it as a top priority once our our support receives a request. Online Backup subscription includes full-time support, and you can contact tech department directly in case of the emergency.

Still, though each situation is unique, and has no common solution, we have a summarized results on what can be causing the problem, and  Alexander Brajkin, one of our Managers and Top Experts, left a detailed explanation in this message. This explanation is related to the "Can't get data XML" error, too, so please refer to it for troubleshooting steps.

We understand how inconvenient the situation is, and rest assured will do our best to solve the problem. But - once again - it has no common solution, and must be investigated by support. Please gather the diagnostic information requested in the Alexander's comment, open a support request, and let us know its number. We will also send a follow-up request to the Experts team.

BiiRo, and Thomas, thank you for bringing this question up, I'll be glad to address it.

We do not delete the negative feedback comments in order to make the situation look better. We delete negative comments only in case there are several of them, and they are posted without any technical diagnostic information. Such comments recognized as negative spamming, and deleted due to the following reason: there are other users that will come to seek help, and answers, and they shouldn't dig for the solution through the additional comments without any constructive or related to the solution/investigation information.

We completely understand how upsetting this issue is, and you have all the rights to express your frustration. We also always forward your negative requests to the Management team for them to be aware of the situation.  But let's be honest, not all the Users read through the entire thread, and the solution or instructions about how to proceed can be lost in the middle of the thread, followed by complaint posts without any constructive, and useful information.

Let's keep our conversation on Forum constructive, and issue related.

We hope for your understanding, and sincerely appreciate it.

Thank you.

Hi Yana,

Thank you for the information you provided. I am having an issue that is somehow different but delivers the same message: "The registration server is unavailable. View log." I'm using Acronis 2012.

I noticed this message today for the first time. After finishing my backup to an external local drive, I proceeded to Validation, as usually. Then, sometime during the validation process the message showed up at the lower left side of the screen, preceded of an X inside a red circle.

I clicked "View log" and the Validation log looked fine, with a check mark inside a green circle. Even when the validation process was finished, the message remained there. This is disturbing, since no immediately evident problem is identified.

Your comments will be very much appreciated.

Lin Yu

Hi, I just signed up for a 1 month free trial of your online backup service and it doesn't work because of this error. From reading this forum there appears to be no fix for this?

This is not a good look for a trial

Hi Anton
You seem to be online right now, so please allow me one question:
Are you people at Acronis still looking at this issue and, if so, do you have an estimate as of when it may be resolved?
I regret to have to say this, but it does reflect pretty bad on Acronis reputation with its users.
Please!...

Lin Yu

Hello LinYu and j o,

Thank you for your feedback, we really appreciate it.

I completely understand your frustration and we are doing our best to address this issue.

As Yana mentioned in her post, these issues require individual investigation and we are working hard to get this properly addressed.

I will update this thread as soon as we have any additional information.

Please accept our apologies for the inconvenience.

Thank you.

Hard to tell if this issue is ongoing or has been resolved. I just paid for annual access to online backup and receiving the "Can't get "Data" XML tag!" error as discussed above. Has this issue been resolved? It started with not being able to access the ports needed. However, when I Telnet rpc.acronis.com 443, I do get a blank screen indicating a successful connection via Telnet. Please let me know if issue has been resolved, or please refund my $50 for the annual access to online backup of 250 GB. Thank you.