Cannot get Access to Cloud Storage - RESOLVED
Folks,
Have AB12 v3622 installed and working great. Had Cloud storage daily fine until a 4 days ago. Now the Cloud backup fails and tells me I have reached a quota limit. I purchased the 250GB 1 year 1 computer Cloud storage service a couple of months ago and should have no issues as I only have 100GB maximally stored as it is today (the "quota" limit seem to hit a very specific numerical limit). I have double checked my subscription and it is marked as active for both the 250GB Cloud and AB12 application subscriptions. In fact, AB12 subscription is fine until December 2019! Cloud subscription was started on 2-17-2017 due to issues at Acronis getting the bookeeping straight about my subscription which was paid back in December 2016. That means I should have an active Cloud based subscription until 2-17-1018 which they show on my account page.
I have an active Ticket on this one ([02918319] Cloud Backup Quota Exceeded), but curious if anyone else is having or has had a similar problem when transitioning from the "unlimited" Cloud subscription I had with v11.5/11.7 (1 TB) to the newer AB12 (xxx GB) format.
During my online tech support session, I uploaded my paid Cloud subscription receipt, my license code and several screen shots of the "exceeding quota" log statement from the AB12 software log when attempting to backup to my Cloud account. After sometime on a Chat session, the tech said they would have to pass the issue to "Expert Team" and that they would get back to me in 24HR to 48HRS with a response. That was 3.5 days ago. In the meantime, I have NO Cloud subscription, only local RDX backups (thank God!!) even though it has been paid for with a proof of a receipt and license code.
Anybody know what is happening here?
Chris Tocci
Hi Vasily,
I just tried to do my cloud backup and it failed as the other times and for exactly the same reason. See the attachments to show you what I mean. You have to screen shots showing the exceeded quote for my account and the Activity Log file that was generated during the failure explaining the cause.
Please help me end this nightmare!
Chris
Hi Vasily,
Just got down talking with a tech support fellow at Corporate on their Tech Spport Corporate line, so he is going to re-introduce the whole issue to their team to try and figure out why I have lost my Cloud account, even though everyone agrees I do have a Cloud account.
BTW, everything else is working, NAS, RDX, boot recovery, etc. Just cannot access my paid Cloud account!
Chris
Hi Vasily,
My tech support for the Cloud issue is Semyon Loushkin, but he has not gotten back to me. He said I am suppose to get a call from someone (an expert as I understand it) from Acronis.
If you could, could you get this going internally, because as of a few minutes ago, I still get the quota limitation issue on my account.
Chris
Hi Christopher,
I've checked with Semyon and support managers to confirm that the case is being worked right now. Please expect a reply/call from Semyon with quick followup after he checks the environment again.
Thank you.
Hi Vasily,
I uninstalled everything...I mean everything...to the point where my machine never heard of Acronis. Over 12,000 registry entries (used Registry Scanner Web Site: http://www.nirsoft.net) not to mention all of the directories and files on the hard drive were eliminated along with several reboots and several cleanups by CCleaner.
The full install of AB12 v3689 (977 MB) went well and I am now able to upgrade and setup my backups! I believe that issue is now resolved. The cloud backup appears to work, but I started my backup around 1:00AM to 1:30AM this morning and it uploaded about 6GB before it failed with a crash AROUND 3:17am.
BUT I KNOW WHY! IT IS CALLED THE "MICROSOFT UPDATE" WHICH CAME IN AROUND 3:10AM THIS MORNING!
When I came down this morning the computer had obviously rebooted itelf (probably multiple times know these type upgrades) thereby really screwing with the Acronis backup to the Cloud which simply ended with an error code as follows:
-----------------------------------------------------------
The activity has failed due to a restart of the service.
DATE AND TIME: Feb 22, 2017, 03:22:43 AM
CODE: 0x01350001
MODULE: 309
MESSAGE: Error
Additional info:
------------------------
Error code: 1
Module: 309
LineInfo: 0x7564DA35B0F1EAF2
Fields: {"$module":"mms_vsa64_3689"}
Message: The activity has failed due to a restart of the service.
-----------------------------------------------------------
On top of this aggrevation, my desktop was completely brought back to DAY 1 with Windows 7 with all of my settings eliminated and put to the default according to Microsoft. What an aggrevation, but I simply got back by performing a restore and I was good. Today, I will try again as I have an automatic Cloud backup at 4:30PM (daily).
So as you can see, it was probably (not completely certain) that the uninvited unmanned Microsoft update could not come at a worst possible moment for this initial backup. As I was in bed, I did not see this and would have stopped it had I been present.
Chris
Vasily,
New issues:
Observation #1: Web Console AB12 v3689 wants to update my Agent for Windows to newer version. Hit the update and it starts, but continues for ever. Closed down after 15 minutes and did the "install" option by right clicking on the little icon. Still waiting after 15 minutes.
Question #1: Is this normal?
Observation #2: When I trying to see my previous Cloud backups (about 100GB's worth up until 2-14-2017), the little rotation circle symbol keeps rotation, but takes quite sometime to present anything of those Cloud backup files. Also, the Web Console of AB12 v3689 says I have 106GB stored in the Cloud, however, I believe that is the 100GB in my original account "WhisperK600 - ALFA Cloud Backup" I had PLUS the nearly 6GB of new Cloud backup under a new name "WhisperK600 - ALFA Engineering Design Cloud Storage". I take it, unless I rename the new account the same as the old or vice versa, I will have two separate Cloud accumulations of files for Cloud backup.
Question #2: Am I correct on this thinking?
Chris