Frustrated by Online Backup
I've been an Acronis customer for years and decided last year to try Online Backup. It worked well for awhile... I found that doing two scheduled backups a day of my critical files kept the overall backup time to a reasonable amount.
Around November I realized that I hadn't seen confirmation emails from the online backup for awhile (not sure how long). I did some investigation and found that the scheduled tasks weren't completing. On the chance that I had somehow really increased the amount of data being backed up, I purchased an upgrade to the next tier of storage. No luck.
I tried manually running back-ups and found that logging into the online backup server resulted in a (so far as I know... I only left this running for two days) endlessly shown message box saying "Processing...".
I was going to contact technical support but found that I needed to either pay a per-incident fee or have a service contract. So... I'm trying the forum to see if there's an answer. I tried removing the certificate and even tried reinstalling Acronis.
I can't even find a way to cancel the service!
Hello Martin and oLt,
Thank you for posting. I will certainly help you with this issue.
I am sure that our Support team will get to the bottom of the problem.
You can definitely contact our support, we offer e-mail and chat support for the duration of the online backup period. Please do the following:
From your Acronis web-account click on Get Support. Press the Start Here button and a pop-up will come up. Click on Technical Issue with the product->I am using Online Backup service. Then, depending on the product you are using, you can either select the Standalone version or one of Acronis True Image Home products. After that, you will have the chat and e-mail option.
I am sorry for any inconvenience and if you need additional assistance, please let me know.
Thank you.
Well, after all the Online Backup issues I've had, they are all now solved. I contacted Acronis support as Anton stated above and after several emails got everything working. I am now backing up 3 pc's on a daily basis. Been monitoring daily, Online Backup is working just as it did before the end of December. It's working so well, I've just renewed my subscription for another year.
The issues were a combination of a few fixes like certificates and I was trying to backup a folder that had no files (so the empty folder was not backed up). Once I put files in that folder, the folder & files got backed up. Since backups are encrypted, the speed of your cpu/system and your upload speed can make backups look like they should be faster than they actually are. Since I've been working with 3 pc's of different speeds, I can see the speed of the pc is significant in doing the backups.
My recommendation to all with issues, try opening up an incident and seeing if they can fix the problem.
It doesn't sound well, no good advertise for Acronis, specially, when the good is a critical good (e.g. pictures) and you rely on an easy and secure online backup. I am just trying to do this online backup for the first time, and immediately, I got a failure messages like 0x00980320 and no one can translate me this message. When I buy that backup service, I expect a smooth and correct job by Acronis, otherwise, Acronis can't throw this onto the market. I would be fired, if I do my job in that kind of way ! I know, that nobody is perfect, what when I saw the chat list of those many failure items, I was almost shocked. Therefore, I overthink my step to backup my pictures online !
Hello Norm and H.-W. Emrich,
Thank you for posting.
I am glad that the issue was resolved Norm.
H.-W. Emrich, I apologize for all the difficulties, I believe the quickest way to resolve issues with online backup due to its specifics is to contact our Support team directly.
I have also forwarded your feedback to our Management team and you can always submit your feedback from this link.
Please let me know if you have additional questions.
Thank you.