ATIH 2011 failed network authentication

Now I am even more disappointed, 6+ days and no response at all. I have even tried again to completely remove ATI using your own removal tool and reinstall (and now at least the credentials are not remembered) but it the program will still not accept my good credentials. I can navigate just fine to the network share via windows but not to the share via ATI.

It's very sad when you dont even reply to me.

Hello Brock,

Thank you for opening a thread regarding this issue.

We're sorry for your had to wait for a reply for so long. Unfortunately Forum doesn't provide us with an opportunity to respond on time to all Customers requests, it's not an official support channel, but a Community, that's why we strongly recommend to contact our technical department directly in case of emergencies.

We also will need some additional information. Could you please specify us with the following data: 

1. Exact sequence of steps you perform before encounter this issue? 
2. Screenshot of the problem? 

Let us know if you have any additional concerns, we will be glad to address them.

Thank you.

Thank you for the response- I wouldn't call it an emergency - as I can still perform local backups to external USB drives - I just think 6+ days for a response is excessive... Also I have confirmed my email address is listed in my account and the option is selected to be notified of responses, but I never got a email notice that you had replied to my post. (and yes junk mail is checked)

Anyway I have tried the backup again and put all my step by step explanations in a attached word document.

Hi Brock

i think thats a well known Problem for SOm ATI versions. I had same trouble starting with first release of ATI2012 and my Synology. After many hours of tries by myselfe and many emails with ATI service i decided to refund an go back to ATI2011 as ATI 2011 worked fine with the DS411....... as long as i had DSM 3.2 installed. :-(

Right after upgrading the Synology drive to DSM 4.0 I got the same problem with ATI2011 :-(

As long as a NAS drive is mapped in Windows before you start ATI2011 first time after reboot you cant (targeting the NAS Drive) create new backup, modify existing backups and you even cant browse to old backups on the NAS as the atentification within acronis browser does not work.

If i start windows with no drive mapped i can start acronis, can modify/create new tasks and can brows within acronis to my network shares.
I even can map a drive under windows also if i have no credentials saved in windows !?!

Brock, what NAS/Network storage are you using?

I hope Yana will find a sollution very quick ;-)

Hi Brock, and S22,

Brock, thank you for the step-by-step provided, I really appreciate it. S22, thanks a lot for sharing your experience.

Brock, I think that the issue's somehow related to the network (maybe there's some port that's blocked, and which requires to be opened), as this behavior is clearly abnormal. I'd like to forward this situation to the Development team, but I'll need some additional logs. Could you please send me Acronis System Report, and Wireshark? 

Please send me this information via PM.

S22, the problem with the NAS mapped drive is that when you map a drive, it becomes mapped only under your Windows account (it's Windows architeture). The Acronis product runs its tasks using the system account and so it is sometimes impossible to locate your mapped drive (especially when you are logged off). This may lead to the issue with creating a back to the mapped drive.

However I'll contact the testers team to check this scenario. Hopefully we'll find out something useful, that will help us to solve the situation.

I'd also appreciate if you could send Acronis System Report as well.

Thank you for cooperation.

Hello Yana,

after some further investigation i found the reason for my problems and it was not the upgrade of my DSM version.

I forgot that at the same time i upgrade my Synology from DSM 3.2 to 4.0 switched on automatic synchronisation in my Sync Programm.

This Programm didnt need any credentials so i think its was using the windwos shares directly and this caused trouble with acronis. It seams that Acronis was not able to get the ownership of the share in taht case....
Now i providet credetials for the sync program. this did not solve but improved the situation in acronis. Switching off automatic synyc solved the programm completly.

By the way. A test version of newest ATI 2012 build did work well in every case....if the ATI2012 Sync feature would be more userfriendly (and would not need login for a local sync ;-)) i would think to give ATI2012 a nother chance.

S22

Well I solved the problem on my own (turned out to be something you wouldn't normally think of)- I understand your support team is very busy but I was checking the post every couple of days for an update since (for some reason) even though I have the option checked "Notify me when new comments are posted" I am NOT notified when you do respond (junk email folder is checked regularly). Well anyway enough time passed - and I thought you were never going to respond so I stopped checking the post until tonight on a whim.....So please notify your web team THE OPTION TO NOTIFY IS NOT WORKING! (@ least when using FF 11)

Ok @ S22 - I dont have any kind of NAS... it is just 2 simple Win 7 x64 home-grouped machines with the drives shared with full read/write access.

so then meanwhile back at headquarters...here is what the stupid issue was - I normally was only doing local backups to an external USB drive....Well quite a while back I had set up network based backups that had sometimes worked and sometimes had this network authentication error that would come and go....anyway also a shorter time back I had changed the windows logon name from Ex. "Brock_Admin" to "Brock" Now of course windows only really changes the display name and the actual sign on screen name when this type of change is made, it does not change it in the registry, so if you look at the Users folder your user name is actually still the original Brock_Admin when I created the profile.
So I thought what the hell, try to connect to the network drive thru acronis with the same password but use the Brock_Admin as the user name - and I'll be damned if it worked.

Like i said it is one of those things you wouldn't normally think of to try, one would assume if you can log on to windows with the changed user name and navigate to & thru the shared drive thru network places with the same credentials it should also work in acronis.

I guess only time will tell if the authentication error comes back.