How does one get support - when you didn't purchase or install the product for a customer?

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Have a slight issue, where I have been called in to provide some support (to a small business) - where there usual IT support is unavailable for a period of time. The client doesn't have a logon, and I wouldn't expect a small business user to do this. The usual IT support person I would expect does have some relationship with Acronis - but I'm not in a position to access these details at this time.

Running on Windows  SBS2011

The issue: Acronis Backup and Recovery 11.

Has just been upgraded from version 10 (Which I understand has been working correctly).

Version 11 fails to perform any backups.

Error I'm seeing is: --------------------------------

--------------------
Log Entry Details
--------------------
Type:          Error
Date and time: 10/09/2011 6:37:35 PM
Backup plan:   [None]
Task:          [None]
Code:          20,250,627(0x1350003)
Module:        309
Owner:         systemadministrator
Message:       
  TOL: Command 'Backing up' has failed.
Additional info:
--------------------
Error code: 3
Module: 309
LineInfo: 4a8728dc8a1c94f8
Fields:
Message: TOL: Command 'Backing up' has failed.
--------------------
Error code: 22
Module: 309
LineInfo: 8d165e86fb819606
Fields:  TraceLevel : 1
Message: TOL: Failed to execute the command. The 'Backing up' command backs up the specified data to the specified location.
--------------------
Error code: 3
Module: 329
LineInfo: 1cd98aae889424f9
Fields:
Message: Backup has failed.
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x01350003+0x01350016+0x01490003

--------------------

I have searched through the forums a bit, but can't find a starting point to try and solve, pointers to where to look, where to start would be appreciated.

Don't want to run for about 2 weeks without a backup - and actually want a FULL backup as I've been requested to update some software, which I don't want to do without a solid backup. Just in case ;)

If this is the place, I have downloaded and run ACRONISINFO - and have the details available.

Sa, 09/10/2011 - 09:56
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Search by lineinfo reveals some results - e.g. http://forum.acronis.com/forum/22421#comment-69896
( correction - "use system provider" , not "not use vss")

Sa, 09/10/2011 - 12:17
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Much thanks,
Pointed me in the right direction, and let me move on to the next step.

Sa, 09/10/2011 - 22:21
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Hello Zenotech and dev-anon,

Thank you for your posts and thank you for your help dev-anon.

Zenotech, you can get in touch with our Support team using your client's registered serial number.

You mentioned that you do not have access to that number, would you be kind enough to send me a private message with your client's e-mail address so that I can help you sort this out.

Please let me know if you have additional questions.

Thank you.

Mo, 09/12/2011 - 07:11
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