How Do I Get Support?
Purchased Acronis Home Image 2011 in Dec, installed this week and cannot get the backup to work. I have the error message, but can't find it in the search.
I should be within the 30 days for email or chat support.
How do I correspond with someone? I can fill out the email form and send screen shots, but don't know how to find the form.
Acronis doesn't make it easy.
Hello Barry and MudCrab!
Thank you for your comments, and for finding time to submit a thread regarding this question.
MudCrab is absolutely right, I just wanted to add that in case you don't feel sure how to contact support, you can always refer to this KB article with the step by step screenshots: http://kb.acronis.com/content/8153
Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!
Thank you!
Hello Yana:
I've registered my three copies and clicked on the orange start here button. I see that I can pay $9.95 for support but aren't I entitled to email or chat support for 30 days? If so, I can't figure out how to get it.
Barry - you can post your issues in this forum and either Acronis or other users will respond. Some of the things we need to know are:
1) What build of TI are you using?
2) What OS are you using also is it x32 or x64? Do you have all the OS updates installed?
3) Exactly what have you done to run TI (step-by-step would be most helpful)
4) What did you see and how did you respond to various prompts.
Home 2011 build 6597
Windows 7x64, I believe all updates have been installed
Issue 1:
I can back up to a disk on another computer on my network, but I want to backup to a 2 tb seagate goflex NAS on my network. I have no problems copying files to the goflex or using other backup programs to backup to the goflex. The goflex drive is shared and mapped to my computer. I can setup a backup with TI using the goflex as the destination but as soon as I click on the backup now button, I get a message "Error occurred while creating the file." I have attached a screen shot. I'm guessing it is a password problem or user name problem.
Issue 2:
If I leave my computer on all night and try to shut it down in the morning, I get a message saying that background operations are still running. The operations never finish. I have to hold the power button down to force a shut down. I'm guessing it has to do with a scheduled backup.
Issue 3.
When starting TI, Windows 7 pops up a window asking if I want TI to modify my disk. To not have this happen, must I change my security settings to the lowest?
Thank you.
Issue 1 - After building my new PC and installing Win7 x64 I went through access hell to get all of my systems with the correct access and I suspect that you have something similar. When I first installed the RAID 6 on my new desktop I shared it out (my user ID on all of my systems is the same and has admin authority) and gave "Everyone" (this is the userid you should use) full permissions. For reasons I don't understand "Everyone" was not inherited by "some" of the folders on the RAID 6 and some of these folders were rather deep in other folders. For me the solution was to right-click on the folder > select Propertied > in the pop-up click the Security tab. In the "Group or user name" make sure "Everyone" is listed and it has "Full Control". If this does not resolve the issue try the MS KB article at http://support.microsoft.com/default.aspx/kb/KB934160 and see if this will resolve the issue. I'm in the process of implementing the changes per the KB article for a similar issue. A reboot is required and for better than 30 minutes (so far) I have a message displayed informing me that operations are in process and the PC will turn off automatically after the operations complete. - I just noticed that the PC is now booting (after about 40 minutes).
Issue 2 - Do you know what operations are in process? Try using the Task Manager, I've installed the sysinternals process explorer to replace the Task Manager (see http://technet.microsoft.com/en-us/sysinternals/bb896653.aspx) because it has more info and better controls. I'm just guessing but I suspect the issue to be NAS related. I'm not a fan of NAS units only because I've had problems with them and I cannot monitor the drive health of the drives in the units.
Issue 3 - I've not seen this (other people may have better info than I do) but suspect it is related to the NAS and UAC. For both Issue 2 & 3 disconnect the NAS and see if the problems disappear. If is is NAS related then you will now see the issue. Also try changing the UAC (User Account Control), click start and in the search window type "User Account Control" and in the results click on "Change User Account Control", in the pop-up slide the slider down to the bottom (never notify).
Let us know and hopefully others can offer some suggestions.
BTW the MS KB article resolved the issue with my eSATA unit. My eSATA unit is somewhat like a NAS in that it has two 1TB drives in it and has its' own OS.
>>feel free to contact us at your earliest convenience, we will be happy to help you! >>
Yana:
That's what I have been trying to do for weeks!!!!. I have viewed your video about contacting support multiple times and tried to do what it says, but I get no option for chat or email, only to pay for service (see attached screen shot).. I have three licenses and have never gotten my backup to work with my NAS. I'm now out of the 30 day window so possibly that's why the chat or email option doesn't show up.
Sorry, but I think your whole support process is a ploy to make sure you screen out the dumb a..es (of which I must be one) and never have to talk to them until their 30 days is over.
I bought this product to be an upgrade from Seagate Black Armor. I've got to tell you, there is no comparison between trying to talk to Seagate and Acronis. I don't mind paying a support charge and at least Seagate will allow you to talk to a real person to see if they can help.
I'm sure there are other companies that don't provide a telephone number or email, but I haven't experienced one before Acronis.
jgt1942:
Issue 1:
Thanks for your suggestions. Yes I'm guessing it is a permissions problem, but I don't understand why. Forgive me for asking a stupid question, but:
Is "everyone" a user or group name that I need to create? Currently I have three computers with three different names, none of which are "everyone".
I have not setup a group called "everyone," but when I look at the properties window of the NAS folders, I see a group or user called everyone. I believe I should have full admin rights for the NAS, but when I try to change the permissions, Windows (or is it the NAS which is really a Linux machine) won't allow me to change them.
Thanks again for your help.