Cyber Protect Home Office 2020 sudden license fail

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Having experienced a complete failure in obtaining assistance from Acronis support, I am now turning to this forum as a last resort to address my issue. The following is the formal complaint email that I have submitted regarding my problem to managers@acronis.com after receiving no assistance whatsoever from Mr. Akshay

"

Dear Acronis,

I am writing this letter to express my deep dissatisfaction with the service I have received
from your technical support. I have opened two tickets (number 05767100 and 05760857)for 
my issue with Acronis Cyber Protect Home 2020 software, but so far, they have not been able
to resolve it.
My problem concerns the fact that according to Acronis, the software has been installed
 multiple times, and therefore, I do not have enough active licenses to use it. 
However, this is not true. I have never installed the software more than once, and I have 
not changed hardware or reinstalled Windows 10. The error "activation required! days 
remaining 22" cannot be explained in my opinion without considering a system bug, 
and even clicking the "resolve problem" button does not solve the issue as the 
system returns error 500 after i tried to do the only possible thing, "transfer license"
I have spoken with Mr. Akshay in the 2 opened support tickets (number 05767100 and 05760857) 
but he evidently does not understand what I have written and has been unable to solve the 
problem. I have repeatedly stated that I have not installed the software more than once and 
do not understand the error message I am receiving. I have also explained that I have paid 
for a perpetual license and expect the problem to be resolved.
There are only 22 days left before the software becomes unusable, and if the problem is not 
resolved by then, I will consider it a violation of the contract since I have purchased 
a perpetual license with no time limits.

I kindly ask that you resolve this problem as soon as possible and provide me with an 
adequate solution to use Acronis Cyber Protect Home 2020 software.

"

I am completely at a loss on how to address this issue by myself, and I am extremely disappointed with the lack of support from Acronis. Would anyone be able to provide me with any helpful suggestions? As a possible clue, I suspect that the old TrueImage 2018 software (which I have since uninstalled and no longer use) may be the root of the problem, although I cannot say for certain.

Thank you in advance to anyone who can assist me.
 

 

Fr, 03/03/2023 - 20:37
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mvp

Alberto, welcome to these public User Forums.

I would like to clarify a key point here first.  Acronis Cyber Protect Home Office is a subscription only product for which there are no perpetual licenses offered by Acronis, therefore I believe that you have Acronis True Image 2020 which did offer perpetual licenses but which is now unsupported by Acronis for any technical issues.

With ATI 2020 it is important that you have installed the latest / final build #38600 which resolves some issues with securely accessing Acronis servers.  You can check the build version by opening the Account page of the ATI 2020 GUI where it is shown near the top of the page.

Unfortunately only Acronis can resolve any license issues but if you follow the process to resolve activation issues:  See KB 62744: Acronis True Image 2020 (Windows): "You've exceeded the maximum number of activations for this serial number" - for moving your license to the new computer, then the panels shown will identify where Acronis believes the licenses have been assigned previously.

Mo, 03/06/2023 - 10:39
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Hello Alberto,

Thank you for your comments, and please accept our apologies for the inconvenience you experienced.

We value your opinion and take it seriously, as it helps us to continuously improve our product and provide the highest level of support possible.

I have forwarded your situation to the relevant team so that we can address the issue appropriately. We would like to invite you to a remote session, please review the email we sent you today.

Please feel free to provide us with feedback after the session, and let us know if the situation has been clarified and resolved.

Thank you in advance for your cooperation.

Mo, 03/06/2023 - 11:48
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Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
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Dear Acronis Technical Support,

Thank you for responding to my previous email regarding my Acronis Cyber Protect Home 2020 license activation problem. As kindly suggested by user Steve Smith, I understand that the product I purchased does not have a perpetual license and that the service is annual. Therefore, when the remaining 18 days of my service expires, my old Acronis True Image 2020 should continue to work for my backups, and I should then be left alone without the protection offered by cyber protect home office.

I also wanted to thank you for the offer to do a remote session to better verify the issue. However, I believe it is not necessary since I now understand that the product I purchased is an annual service and not a perpetual license. Should it stop , in 18 days, the perpetual license of the old acronis trueimage 2020 also stop working then I will contact you to resolve.

I am sorry for the problem I encountered, but I am happy because I think I have resolved the misunderstanding. Thank you for your time and attention on this matter and I apologize for being a bit aggressive toward the company.

Best regards,

Alberto Ruggi

Di, 03/07/2023 - 14:42
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Beiträge: 2
Kommentare: 1727
Alberto Ruggi wrote:

Dear Acronis Technical Support,

Thank you for responding to my previous email regarding my Acronis Cyber Protect Home 2020 license activation problem. As kindly suggested by user Steve Smith, I understand that the product I purchased does not have a perpetual license and that the service is annual. Therefore, when the remaining 18 days of my service expires, my old Acronis True Image 2020 should continue to work for my backups, and I should then be left alone without the protection offered by cyber protect home office.

I also wanted to thank you for the offer to do a remote session to better verify the issue. However, I believe it is not necessary since I now understand that the product I purchased is an annual service and not a perpetual license. Should it stop , in 18 days, the perpetual license of the old acronis trueimage 2020 also stop working then I will contact you to resolve.

I am sorry for the problem I encountered, but I am happy because I think I have resolved the misunderstanding. Thank you for your time and attention on this matter and I apologize for being a bit aggressive toward the company.

Best regards,

Alberto Ruggi

Hello Alberto, thanks you for replying!

I am glad that everything was clarified.

Feel free to post in the forum if you need additional support from our side.

Wish you a very nice day in advance! 

Di, 03/07/2023 - 14:54
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