Possible Internet connection problems for some NG installations
Received information on upgrading to Acronis 2017 NG 6116 and was able to extend for a full year the program.
After having installed the Build 6116 (I used "Run as Administration" option), I have experienced problems where the initial login screen within Acronis was not processing the information and would error out after several minutes. Several tries all ended with failure to log in.
Next after exiting this login screen, I attempted to activate my Acronis program with the serial number provided to me, each time I tried it would say Sorry can't verify. There was a little blurb on the screen that pointed to an Acronis Knowledge Base Article, which talked about the Patch 5555 for Build 5554. Well, shucks that don't help me in Build 6116.
So I had to, for now, enter into Acronis in a Trial mode (20 days). Acronis Build 6116 was able to make my standard full backup that I prefer and verification worked, so the basics are all good.
Based on the errors I received, it all points or makes me think that this is a problem of Acronis not wanting to talk to the internet on my computer.
I double checked the Firewall setting on my machine and Acronis/Trueimage have full priveledges. My Browser allows me to access my Acronis Account and from there Dashboard, so there is no problem with User ID or Password.
I have taken pictures of the problem screens on my computer along with information showing that I can log on with no problems from other means outside of Acronis and have forwarded them to Support so they can look into the matter.
This is not as a complaint here, just a heads up that some could possibly have this problem (if so I hope it is very few). Take snapshots of the screens and pass the information onto Support while you enjoy Acronis in the Trial Mode.
Steve,
My previous version was Build 5554. I did not need Patch 5555 so elected not to install it.
As you recommended, I have already tried the total uninstall and using the Acronis Cleanup Tool with no difference made to my problem/status. Thank You for your message and try at resolving.
Since posting the initial problem that I see, I have downloaded and used the AcronisSystemReport to make the .zip file of information. I also, from reading in the Knowledge Base Article, downloaded the AcronisCloudReportus1check and ran it.
The cloud report was just a .txt file showing some test the were run by the AcronisCloudReportsUS1 of which there was 1 item that failed. The lines that relate to the failure were:
Verifying connection to 185.151.160.22 on port 55556...Failed! Error code:10060
Open connection to 185.151.160.22 on port 55556.
I have forwarded both of these results to Acronis Support Manager and am now waiting for them to look at them and reply as to what to do next.
It's been many years (25yrs) since I worked in the computer business, I have forgotten more than I remember these days. I just barely hold my head above water in Windows 10.
Anyhow, thanks for your try.
John, one last suggestion, have you actually tried to sign in to your Acronis Account from the ATIH 2017 NG Account page? I am assuming that you have registered your serial / license key for NG to your account first?
After I purchased the ATI 2017 NG and somewhere in the process of installing it, A message was flashed on the screen saying that Acronis has added the new license to my account.
I logged in thru my browser and went to my account area where I could see Acronis TI 2017 at the top and right below that there was the entry for Acronis Cloud, valid now and until 01/20/2018, so yep I can get in.
Just don't try to log on the login screen of the program or have the program try to validate your license key.
I'll sit back and wait for their response to my trouble ticket.
After I purchased the ATI 2017 NG and somewhere in the process of installing it, A message was flashed on the screen saying that Acronis has added the new license to my account.
I logged in thru my browser and went to my account area where I could see Acronis TI 2017 at the top and right below that there was the entry for Acronis Cloud, valid now and until 01/20/2018, so yep I can get in.
Just don't try to log on the login screen of the program or have the program try to validate your license key.
I'll sit back and wait for their response to my trouble ticket.
Have they ever responded and, if so, was it fixed? I am having the very same issue and I uninstalled everything and went back to 5554 and then installed 5555, I am currently running 5555 but cannot sign in to acronis account as requested on sartup. connection checker fails port55556 error 10060. There is nothing on acronis support for that error code except for TI 2010 and doesn't relate to this issue.
Ronald, there are a couple of options to try here:
On your ATIH 2017 GUI Account page, try to sign out then in again.
Navigate in Explorer to C:\ProgramData\Acronis\TrueImageHome\OnlineBackup and delete your credentials shown there - close the ATIH GUI first then relaunch it after deleting the credentials and try entering your Acronis account email and password again.
If neither of these options help, then please open a Support Case directly with Acronis Support and let them check your account details.
No joy on either one. I'm hoping John can help with what he found out. If not I'll put it on support.
Thanks, Ron
Ronald,
They did respond with the following information:
Thank you for contacting Acronis Customer Central. My name is Vishal. I understand that you are facing issues with login and activation of True Image 2017 NG edition. I will absolutely assist you with this. I kindly request you to attempt the following steps and if the issue persist, please provide us some additional logs that I have requested in the last of the email so that we can forward them to our expert team for further investigation.. In True Image 2017 window, click on Account tab on left side, then on right side, click on your email or if its signed in, then select sign out. After that, open services.msc window, to open it, click on Start button, in Search box, type SERVICES.MSC . From the results, select Services to open its window. In Services window, you will see services related to Acronis starting with name Acronis, right click on each Acronis service and the select Stop, if any of the service is showing as Disable, please enable it from the properties of that service and then leave it as stopped. - After that, please go to the following location folder on your machine: C:\ProgramData\Acronis\TrueImageHome\ There you would see a folder with name OnlineBackup, rename this folder to Onlinebackup_old Then restart all the Acronis services one by one. After that, launch True image window again and then if it prompts for sign it, please enter your login account details : jbresn@jbresn.net and check if it allows to sign in or not. -- If it still fails to sign in, then it any type of network firewall or router firewall is blocking Acronis connection to cloud storage. So, in this case, please open Router configuration page using browser with the IP Address of Default Gateway Then look for any Firewall related settings on that router page and disable it and save the settings and then try to sign in again in True Image application
I followed their suggestion of what to do, but it did not help (that is until the last two or three lines. I went into my router (I have a Comcast Router) and I could not get to detail information for it only gave me three setting to choose for firewall (High, Medium or Low Security). I was at the Medium setting, so I changed it to Low and then closed the router and tried Acronis. By gosh on low I was able to have it log me in. I don't like low security, but that is all it would run under. I changed my router password to something very hard to accidentally find and will have to hope that it is enough. I hope this helps you.
John
John, thanks for the update / information which is useful to know.
Please edit your post and remove your personal email address to avoid attracting spam to your account as this is a public forum.
John, thank you so much. Like you I have a comcast modem/router but I also have a Cisco wireless router that I use exclusively. I didn't realize that the Comcast router firewall was still in play (I thought I was using the modem only) but it was in play and I had to enable "Bridge Mode" in the Comcast router to be able to change the firewall settings to low. After doing so I was able to log in from the application and the Acronis connectivity checker ran without any errors. I have now upgraded to 2017 NG and it is working fine.
I hope someone from Acronis is monitoring this so that they can provide a support page addressing the 10060 error in the connectivity checker.
Thank you very much for your response.
Ron
Hello John, Ron,
Glad to see that you have managed to resolve the issue with login.
Error code numbers provided by the connection verifier are not really relevant for the action that you are supposed to take to resolve the issue. If the program shows any text in red, it only means that connection to the indicated port is closed. There is no 1-to-1 connection between the number 10060 shown by the tool and changing the router firewall settings to low. What was really needed was to open connection on a certain port, in your case it was 55556. If the router settings allow, you could selectively open just the port 55556, without changing the entire profile to "low".
We are evaluating the possibility of using common ports which are almost always opened (443, for example) in the future updates, whenever it may be possible, instead of custom 55556 and 44445, and thus allowing you to use the software even with highly restricted network settings.
Regards,
Slava