Signing in error; cannot sign into my account from ATI-2016

Hello Simon, 

We are unable to help with Cloud issues here in the forum as we have no access to the systems being used, therefore you will need to contact Acronis technical support using the following link information: 18623: How to get Technical Support: Tips, Tricks and Useful Information

Your Acronis Console log from the System Report shows the following:

log uuid= ; product=True Image; version=19.0; build=6569
Start= 27/05/2016 17:05:16
id=1; level=3; module=100; code=7001; date/time=27/05/2016 17:05:16
          message=An error occurred while signing in. Please try again later.; 
id=2; level=3; module=487; code=10; date/time=27/05/2016 17:05:16
          message=There is a connection problem or an error on the server. Check your Internet connection or try again later.; line_tag=0x7E325A09A87CF951; hide=1
id=3; level=3; module=487; code=1; date/time=27/05/2016 17:05:16
          message=There is a connection problem or an error on the server. Check your Internet connection or try again later.; line_tag=0x7E325A09A87CF952; hide=1
id=4; level=3; module=0; code=65520; date/time=27/05/2016 17:05:16
          message=Unknown Win32 error; line_tag=0xBD28FDBD64EDB8F4; hide=1
Start= 27/05/2016 17:05:16
Finish= 27/05/2016 17:05:16
Total Time= 00:00:00

Thanks, Steve.

Well... it's not a connection problem as I can access my account and A-Cloud via Internet Explorer. Thus, I guess it's a server error???

Meaning what? ... that the direct(?) portal authentication used by ATI-2016 is not working (even though the browser access is OK)? Is it just me or a general problem... and, if so, do 'they' post current issues somewhere on the website?

Thanks, S

... to be honest, it is also rather annoying to be asked to pay $20 for support for something that appears to be a product or, very possibly, a server fault.

Simon, sorry but I have no answer to your further questions as again I have no access to the information about these issues. It would be great if Acronis had a 'Server Status' page where they posted information on any current outages and who might be affected, but if they do, I have not found it yet!

It sounds very much like the issue is on the Acronis Server side and I guess that you have two options, one is to sit it out and see if it resolves itself, or alternatively, raise a support ticket about this to register that you are having this problem and again hope it may be resovled before you get into lengthy chat or email discussions.

One other thought, you could try sending a PM to one of the actual Acronis folks who pop-in to the forums, such as gaidar (Acronis Program Manager) or Dmitry (Support QA Engineer) etc.

Again, thanks, Steve. I understand your position and that your ability to help is limited.

And, yes, I agree about the idea of an easy to find 'service status' page.

The problem is that I cannot even raise a support ticket without subscribing to the PPI service ($20).

I think that I will sit it out overnight ad see if it has cleared by tomorrow. If not, I will have to cough up and hope that they acknowledge it as a bug or server fault which might encourage them to refund the fee (as stated at the bottom of the page behind your link).

:-(

Simon, see my earlier addendum to my last post...

One other thought, you could try sending a PM to one of the actual Acronis folks who pop-in to the forums, such as gaidar (Acronis Program Manager) or Dmitry(Support QA Engineer) etc.

Hey guys! Something happend with your server. Today I started to experience the same error on BOTH my machines. As I haven't installed any Windows or other software updates today I'm absolutely sure that the issue is on your side. Please rehab it asap!

Very interesting: I can make backups using management console on Acronis site. Amazing... But not handy enough. So waiting for updates.

The same problem. I can sign in via browser or mobile backup app (phone/pad), but not via desktop app (2 pc's, win 10)

I am having the same issue today as well.  Please submit feedback through the app (if you can), or open up a chat with support and report it as well.  I'm am going to do so now. 

Logging into an account page on Acronis website is fine, but the same credentials in the desktop app are not accepted any more.

Uninstalled the existed version, installed the latest one (Build: 6569), restarted PC - no any changes, can't logging...

See other users with the same problem, so hopefully this issue is known to the company and will be resolved soon :-)

I'm having the same issue on both my machines since yesterday. Again, like everyone else, there is no issue with my system or firewall as I can log in via a browser. It appears to be a cloud server issue. Very frustrating!

I noticed the same thing yesterday and see the same thing today as well. I can not make cloud backups and i cannot log in via a browser to recover any files either backed up via the cloud. This is really bad.

This is a serious issue since the issue probably will be fixed on monday. I assume that since these forums so many times has been filled with spam posts that stay over the weekend and are deleted on mondays. I sincerely hope that Acronis are monitoring their servers and fix issues even on weekends.

UPDATE: the problem still persists this morning (Saturday... I am in the UK).

Interesting and kinda reassuring that others have the same isue.

Like Sergei, I can state that I did not install any updates to the PC on Wednesday, Thursday or Friday (ahead of seeing the issue on Friday afternoon); I am running the latest build of ATI-2016 (6569).

I will try to draw this to the attention of Dmitry / Gaidar as suggested by Steve. [Update: now done.]

If that doesn't work, then I'll pay for a PPI support request and hope they refund the $20 if it's a server issue. [It's more about the principle of not paying for someone else's problem than about the actual cost.]

S

FYI: I also sent a message using the 'Feedback' function in the desktop ATI-2016 app stating the issue and referencing this Forum conversation.

I don't know if it will be read, acted on, ignored over the weekend but it seems to be the only direct communication channel available that doesn't cost $20 up front.

Meanwhile, I cannot back up to the A-Cloud so it's not a good service.

So I'm using my backup, backup process; ie sending to HDD.   :-)

i'm also facing the same issue

I cannot sign into my account from ATI-2016

Update from the chat:
"We have already notified the issue to our experts team and our team is working on the issue with utmost priority. We will notify you via email once the issue if fixed. Unfortunately we do not have estimated time since the issue has been reported globally. Our team is working on the issue and it will rectified as soon as possible. I would suggest you to try to login after 24 hours and check."

Our team is working on the issue and it will rectified as soon as possible. I would suggest you to try to login after 24 hours and check.

Good news...

This problem is still not fixed, according to online chat support:

Nadeemuddin (5/28/2016, 5:29:32 PM): I am sorry to inform you that the login issues in an ongoing issue and have been informed to the online backup team and the concern team is working on it. 
Me (5/28/2016, 5:29:49 PM): ok 
Me (5/28/2016, 5:29:59 PM): what is the estimated time to fix please? 
Nadeemuddin (5/28/2016, 5:30:19 PM): Unfortunately, there is not ETA yet. However, this will be fixed soon and you will be updated via email with the confirmation. 
Me (5/28/2016, 5:30:38 PM): ok. Is there a status page on the website which I can check later? 
Nadeemuddin (5/28/2016, 5:31:50 PM): Unfortunately not. 
Not to worry,we will keep you informed on the status and a fix. 
Me (5/28/2016, 5:32:03 PM): ok thanks. good bye 

If the Production service is unavailable for more than 1 day then I think we should be credited with the equivalent extra days on the Cloud subscription as we are unable to use it.

Thank you for the update. I agree with the subscription extension - it's already been down 2 days for me.

I am happy that the issue has been recognised and is being worked on.

However, I think that Acronis could do better by having a message / info / pop-up on the Support page so that users can find out what is happening easily... and, when it is fixed, see that it has been resolved. Maybe they could take up the idea of a 'Known Issue' box in the future. 

Just wanted to join the fun - viz. "An error occurred while signing in....". I have obviously been having problems since Thursday or Friday (that's when the last backups were automatically made to the Cloud - as per info in the online dashboard)

Acronis really needs to get some system in place to inform customers of issues as critical as these. The online dashboard would be the most obvious place (since, even now, we can apparently all access the data and info on Acronis' servers via the dashboard)

Same story here :-(

I'm glad that the issue isn't isolated just to myself and that they are looking into it. I do wish that Acronis had some kind of notification system that would alert people to issues with the service so we're not troubleshooting the issue ourselves, as I've spent the last two hours doing this.

Thank you for looking into the issue guys.

ditto.... and I too got the same canned  reply from tech support...  sorry.. .. server... email you .. yadda yadda yadda

Having same problem as others.  Now pop-up says my Cloud subscription is expired but purchased it on Feb. 2, 2016 for 1 yr cloud expiring Feb 8, 2017.  It shouldn't be showing as expired. 

Now my ATI cloud backups have also disappeared entirely from the backup screen.  I entrusted data to the ATI Cloud and now not only does it incorrectly say my subscription is expired but the backups are gone from the ATI 2016 cloud screen.  WTF!!  Acronis needs to get this fixed without delay.  Acronis could help maintain its' reputation as a trusted service provider by providing a month or year of free extension of service to affected subscribers for this inconvenience and loss of service.   Thank you. 

I don't think anyone else in this discussion has reported that their subscription has been marked as expired.

I have checked both the ATI-2016 desktop app this morning (day 3) and my account online via browser.

• The desktop app is unchanged; ie it still has the sign in error but does not state that this is due to an expired subscription... and, although the Cloud-based backup is now missing from the backups tab, I think that is because it cannot 'see' the server.
• However, logging into my account online shows my subscription is correct (also runs until Feb 2017) and the backup set is still in place on the server.

I am not saying that David is not mixed up with the same server-authentication-error-or-whatever problem but the expired subscription thing seems to be new. Has anyone else reading this had that pop-up as well as simply not being able to sign in?

I had the expired subscription message popping up numerous times during my attempts to signin with ATI2016 (resetting p/w, reinstalling, repairing etc)

Hasn't reappeared since yesterday afternoon.

According to the dashboard all online backups seem intact, as does my subs.

At least Acronis has now put up a message on their support site

Our data centers are currently undergoing maintenance updates. Some Customers of Acronis True Image Cloud may not be able to log in into their account. Thank you for your patience.

Once everything is up and running again, the least I expect is my (and everyone who's been affected) subscription to credited with the number of days the outage lasted.

Mine also says the subscription has expired when I try logging in from the desktop app. It's fine if I log into the website with a browser.

I have a mash-up of the reported problems. First i was not able to login with ATI-2016. After clicking away the message ATI told me that my subscription expired. This does not occure anymore, but i am still unable to login with ATI. The browser login to the cloud and backups worked fine all the time.

Unfortunately the setup (drives, schedules etc.) are gone. I wonder if they are in any way connected to the online backups or if i have to setup all again...

Finally!!  It looks like the sign in issues have been cleared up.  Going to play around some more and see how everything looks. 

*edit*

And upon further review I get the following:

Acronis Cloud

The server is not available at the moment. Please try again later.

At least the sign in issues have been resolved.   I guess we are taking baby steps here.

...really, no problems now

well, now its working.  Im not going to declare this interruption/malfunction completely over until everything remains up and running in a stable manner for at least 24 hours. 

Agree with Dean there .... let's wait and see.

As to compensation for the outage time, I'll give Acronis until close of business day (CEST) tomorrow to come up with something acceptable.

Not sure where Acronis is located but if its in the U.S. you might want to give them until cob on Tues since monday is a holiday here in the states.

Company is based in Switzerland, but I'll be gracious here ;-) (just in case the accounting dept. is actually in the US) ...

Monday is a national holiday in the UK as well.

My ATI-2016 desktop app is now working correctly (yippee!) and the 'missing' backup on the Backups tab has restored itself.

I don't care if there is compensation or not (though a few days extension would be nice) however I think:

• Acronis support needs to 'own up' and communicate better / more quickly when there is a widespread incident like this; at minimum, something should be put on the website asap... ideally at the most likely point of entry (the Support page) so that many of their customers are not wasting their time following up ineffective solutions.
• I understand (but do not like) the commercials of having to pay for support after the first 30 days (else the product cost would be higher). However, the fact that a user must pay before being able to report a server-end issue like this is nonsense. Either a new reporting channel needs to be created or, ideally, it should be possible to open a Chat session where the support person can evalute the issue before payment is required.
• If there must be a support cut-off, I also think 30 days is too short. Users selecting the 'standard' incremental backup scheme with a weekly schedule will not experience a full cycle until week six. Extending the period or new users to 60 days would not cost Acronis much more to operate.

My final point: I still like the software and its functionality; I will continue to use it but the support mechanisms need rethinking.

Everything is working great for me and I do agree on the points that Simon laid out. If you can own up to your mistakes, then you will have lifelong customers.

Everything works here as well. One thing i have noticed is that the upload speeds are very good. For me they were good before but now it´s better. (I have 100Mb/s download/upload connection.)

But Acronis must fix issues like this faster and they should send out an email to users so we know what happens.

Working for me today now too.  All my cloud backups have returned, already ran before I woke up this morning and no login issues or warnings that cloud service has expired anymore.  As far as I can tell, al is working as it should be again. 

I didn't get a chance to verify upload speeds, but faster is always good.

Agreed, if major work or upgrades require services to be down, they should be noted somewhere easy to find BEFORE it occurs.  Downtime and maintenance is understandable.  However, warning users ahead of time is just good business practice if it's scheduled and if it's not scheduled, making that information available is also good.  

Please do submit feedback to Acronis through the app and reference this thread.  I think that having a service status dashboard would be very useful.  Something like what Google has available would work well here too. 

Example:  Google Apps Status Dashboard

Everything is working again for me too.  No error message, no more expired subscription message and cloud backups reappeared on backup screen.  Thank you Acronis for the prompt fix!