Online Backup Failing
My attempt at online backup keeps failing...
All I get is this error code in the log that the Acronis KB does not recognise. A bit frustrating as the log doesn't tell me anything useful :-(
Can anyone shed any light on this?
Event code: 0x00170803+0x00170813
Preceded by
Failed to enumerate directory C:\Users\[User]\AppData\Local\Microsoft\Outlook.
Have tried running scanpst.exe over all the PST files, no change... I'll try an offline disk scan. Acronis knowledge base is completely useless, there is no information about this problem at all.
And on top of this - I have to PAY to contact support???? How lame is that??
Hello CanMan,
Thank you for your post and welcome to our Forum.
I am very sorry that you experienced issues with our Online backup service. It is not clear at the moment why the metadata is corrupted.
We offer technical support for the duration of the Online backup subscription. Please contact our Support team directly with this report so that we can investigate this issue.
Please let me know if you have additional questions.
Thank you.
Oh that's nice, I get a polite response from Acronis, directing me back on the same website that tells me my support has expired. I don't mind taking initiative and trying to help myself, but a combination of arcane unintelligible error logs and no online support contact without paying even more money, is frankly confusing to say the least.
I'll try a full scandisk again although I have already tried this once already.
These are my 'registered products'
Acronis True Image Home 2012 Plus Pack (English) 3 license(s)
Acronis True Image Home 2012 Family Pack (English) 1 license(s)
And my order history
Order ID
Product Name
Qty Purchase Date
Expires On
Acronis True Image Home 2012 Family Pack (English) 1 December 18, 2011 Never
Acronis True Image Home 2012 Plus Pack (3 copies) (English) 1 December 18, 2011 Never
Acronis True Image Home 2012 Plus Pack (English) 1 December 18, 2011 Never
Acronis True Image Home 2012 Plus Pack (English) 1 December 18, 2011 Never
Acronis True Image Home 2012 Plus Pack (English) 1 December 18, 2011 Never
Acronis True Image Online 1 March 12, 2012 Never
And I couldn't help but quietly chuckle to myself when I read this:
Acronis Support vision: to be the undisputed leader in software service and support.
Well to achieve that vision, the first step is to
1) Provide meaningful error and event logs;
2) Populate the knowledge base with at least some useful information (yes I searched it);
3) Not put up impenetrable barriers around support without paying an extra fee - if (1) and (2) really are that difficult to achieve.
Hello CanMan,
Thank you very much for the follow-up and we are very sorry that you had difficulties getting in touch with our Support team.
To access our Support team please follow these steps from your Acronis web-account: click on Get Support->Contact Support->Select issue type - Technical issue/Questions->Select the type of product - I am using Online Backup Service->Acronis Standalone Online Backup client->Click Ok and you will have the option to contact us via chat and e-mail.
If you need additional help I would really appreciate if you could get in touch with me directly.
Thank you.
Finally got something out of Acronis. I'm still not sure why paying customers, should pay, again, for basic assistance with very recently purchased products. Especially when the error and event logs and knowledge base are not at all helpful. However, after extracting some help (not without some noise) I finally got this response. I will try this tonight.
Hello CanMan,
Thank you very much for the update.
Were you able to contact our Support team by choosing Acronis Online Backup standalone product from your Acronis web-account?? We do not charge for support for the duration of the Online backup subscription.
I had to edit your post because they violated our TOU for posting internal communications.
Thank you for keeping us posted and if you need additional help please let us know.
Thank you.
Fair enough about editing but if the suggestion works I would like to contribute the solution to the free knowledge base so other paying customers can benefit.
Someone kindly offered to help after I complained, as Acronis should.
well I am pretty close to losing my sanity here.
After I blew the backup away and started again, now it keeps failing with 'Unlocking is not supported by the file stream'.
And as expected, there is knowledge-base article, no useful information in the logs, and I'm waiting to be told again that I will have to pay to get any support.
I am really beginning to lose faith in this product, and I believe I have been very fair and very patient for quite some time now.
It seems like this so called 'product' just keeps finding any excuse it can to fail, like it does not want me to have an online backup. I don't know what it's problem is. I have a standard PC setup with Windows 7 Ultimate 64 bit. Office 2010. NTFS file system, no tweaks. No hacks. Nothing. Just straight out of the factory. And Acronis online backup just keeps failing.
<edited by Moderator due to the violation of TOU:
- Keep you posts to Acronis related discussions. E.g. no discount links for competitors of Acronis.
- Respect the community and its members at all times.
Please avoid violation of TOU, as it will result in a limitation of your access to the Forum>
Hello CanMan,
We're really sorry if we've caused any confusion. As Anton has already mentioned above, technical support for Online Backup is free of charge for the duration of the Online backup subscription.
To access our Support team please follow these steps from your Acronis web-account:
1. Click on Get Support-> Contact Support
2. Select issue type - Technical issue/Questions
3. Select the type of product -> I am using Online Backup Service -> Acronis Standalone Online Backup client
4. Click Ok and you will have the option to contact us via chat and e-mail.
Please let us know if you follow these steps, and the support options are still greyed out.
I would also highly appreciate if you could avoid violating Forum Terms of Use. We've already notified you twice, and further violation will result in limitation of your access to Forum (which we clearly would like to avoid as well).
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.
I am having exactly the same issue and I have paid for the online storage and I purchased the True Image 2012 but the support site says my support has run out.
And I cannot find a solution to his anywhere. Please help!
ajb, select 'standalone online backup utility' as a product on the product selection step. That will allow you to get the support that you are eligible for (with online backup issues) while the subscription is active.