Connecting to Acronis Cloud Stalls / Fails
After clicking "Backup Now" for a partition or a specific file directory, the backup message at bottom of screen says Preparing Files or something like that then says "Connecting to Acronis Cloud". However, it stays stuck connecting to Acronis cloud and fails to connect. So I eventually click "Pause" as it's too long connecting. My internet is working with 250 Mbps download and 10 Mbps upload speed. Last successful backups were July 5. What do I need to do to be able to again connect to Acronis cloud and backup my files? Thanks.
Thank you. I'll try that. Apologies for the duplicate post, not sure how I did that. I can see an edit button but not seeing a button to delete the duplicate post.
David, only the Acronis forum moderator(s) can delete unwanted / duplicate posts - we mortals can only add a comment to the effect that it is a duplicate!
I debated whether to start a new post. I'm having issues connecting to Cloud too, and have been for about two weeks, which is when I started testing it out.
Please forgive me for venting first:
I've been a long-time Acronis TI home user and fan (although I work in professional IT), and decided to upgrade to 2016 and also test the Cloud Backup (via the 30-day Cloud trial). Besides testing for my own personal use, I was considering making a formal recommendation for my company to migrate to Acronis corporate backup solutions, and also doing a write-up for a large group of parents of college students to suggest Acronis for student backups.
But....I've been really dissapointed with Acronis Cloud, and more importantly, with Acronis support. It's not that the support team has been unfriendly or necessarily unresponsive (although they have started to become unresponsive). I just suspect that the Cloud is having issues and no one at support seems to be able to confirm or deny anything conclusive.
My Cloud Connecting Issues:
At first, I couldn't connect to the Cloud Dashboard. If memory serves, it would time out or, it would do some redirecting (don't have the details in front of me), intermittently ask for my login credentials, then get stuck at Acronis' animated "Loading" graphic. I turned off my local AV and local software firewall. I tried from different PC's, different networks, different ISP's, even different cities. I couldn't connect from my Verizon smartphone on WiFi's either, however I COULD connect from my smartphone via Verizon's 4G Data Network (which made me suspect it wasn't connecting to US2 from VZW data). I then ran the Cloud Connection Tool to my regional Cloud server (US2-Boston), and two of the test's connections failed (two different IP's on the same port). I ran the Cloud Connection Tool to the US1 Cloud server, and they all passed. Suspecting US2 Cloud server issues, I jumped online to a port testing website, and did a third-party port test using the failed IP's and Port Number. Both IP's failed, saying it couldn't connnect to the server.
I sent these details with screenshots along with an Acronis Systtem Report to customer service (via their FTP), and they still wanted me to install and run a bunch of local diagnostic software applications. I didn't want to do that...didn't feel it was necessary....so I stalled.
A Small Victory...But New Issues
I few days later, I could mysteriously connect to the Cloud Dashboard. But....now when I went to "Browse" my Cloud backup (launching from either the Dashboard website or from the Acronis TI2016 Local Application), it intermittently wouldn't show my Cloud backup(s). Sometime I could refresh the page and my backups (and data usage meter) would show my Backups....sometimes it wouldn't. I took a screencast video of this behavior and sent it to support also. I requested info I why the Dashboard suddently started working, and now this. Had there been Cloud server issues or recent maintenance? No definitive anwers from support....
I also noticed that when I could see and browse my Cloud Backup from the Browse page, it was showing my most recent backup times as being 4 Hours ahead of my local EST time. My online profile was setup correctly, and both the Cloud Dashboard webpage and my local Acronis TI application showed the correct time. Sent screenshots to support.
Through these processes, the Cloud webpages also yielded two different error messages, which both appeared to be Server error messages generated directly by the Acronis Cloud Server(s). Took screenshots of these too, and sent them to support.
The last two items I sent to support together, with a request to extend my Cloud test period, in hopes that over in Boston, engineers are wrapping up some maintenance or upgrades which appears to be unknown to front-line support people. It's now been days, and I haven't heard back. Starting to think that they're giving up on me....
The screenshots are all HERE
I'm bummed. Was really looking forward to being a street-level evangelist for Acronis, but I've started looking at the other options and considering uninstalling :(
Anyway, I will say that I'm impressed with and grateful for the Champions here in the forum!!! Keep up the great work.
I have no reasonable expectation of help at this point, but just wanted to share my experiences.
-jeff
Hi Jeff,
Thanks for posting, thanks for posting screenshots of the issues, it is most helpful when users do like you with complete details and scennshots.
Unfortunately I cannot provide an answer for you. I do see the Front side server unavailable you speak of. I think it is obvious that Acronis Cloud needs work in the connectivity area in particular. It would seem to me that if a server goes down, a backup server should come online to alleviate such disruption. Not sure if that is true here or not but it should be. Another issue here in the US is that there are only 2 datacenter locations available. I think that number is to low. I think that due to the mass and demographic of the US no less than 4 centers should be available, each with redundant connection to make the Cloud a viable option. Of course doing that is expensive and would mean I suspect a higher price point for the service which I am sure is the major consideration in expanding the capability/capacity of the Cloud service.
Hopefully Cloud storage will improve in robustness in the near future so that is becomes a more viable option.
Thanks for your response, Enchantech. I really appreciate it! :)
I haven't given up all hope yet. Working in tech, I understand that the issues can be complex, and as you said expensive, espeically when rolling out new functionality. The good news is that my actual (although limited) Cloud Backup tests seem to work very well. I would agree that four US data centers would probably make the most sense; from a capacity and data safety/redundancy perspective as well. I think that the server capacity error I got confirms this, and that's not even taking into consideration optimistic growth of their Cloud services.
I'm not sure who to turn to (going to PM their facebook page maybe?), but given the fact that this has been such a struggle testing this and I've done my best to send them helpful details about it, I'm hoping to at least get my Cloud trial expiration date pushed out.
In closing, I simply wish that their support was: 1) Made aware of these connectivity issues, and 2) Given clear instructions on providing a transparent and optimistic response concerning it.
Again, thank you for all of your efforts here on the forum! Acronis is certainly fortunate to have key people like yourself here!
Thanks,
-jeff
Jeff, I would recommend sending a PM via the forum to Gaidar, General Manager Acronis True Image who has proven to be responsive to dealing with other user issues that could impact on future sales etc. Include a reference to this forum post so that he can read the thread here.
Thank for posting all that Jeff E. Same problem here. All was well for many months, but the connectivity issue just started about a week or two for me.
Quick Update:
@Steve - thanks for the suggestion (which I did do) and for the info!
@Jerry - yes, it helps to know that you are not alone!
Good News: I did just get an update from Acronis Support, saying that they were still looking into the issue(s), would provide another update, and they did extend my Cloud trial. Honestly, I suspect that these issues are probably all going to "work themselves out", as I'm seeing yet more changes with these webpages continue to roll out. Specifically, there is now a new load icon and login screen for the Dashboard page, and the local time variance on the Backup "Browse" Page has been corrected.
Staying optimistic and will keep you posted!
Thanks again,
-jeff
Update to my original July 8 post: Problem resolved. The ATI Cloud connection issue resolved itself on its own and is working again as of late last week without my having attempted a fix suggested by Acronis Support. On July 9, ATI Support promptly emailed me instructions to solve my cloud connection problem after I contacted Support. However, I never attempted the recommended fix for several reasons, primarily lack of available time. Leads me to believe the problem could have been ATI server issues or maintenance (unconfirmed).
Instructions provided to me by Acronis Support to fix my connection problem are attached in case they're helpful to someone else with the same problem. I'd caution that steps described in the attachment are particular to my specific case and may not be relevant or helpful to others experiencing a similar cloud connection problem. Use at your own risk.
Thank you.
David,
Glad to hear that things are working! There seem to really be two pieces of the Cloud backup / restore service. The first being the main "Dashboard" (cloud.acronis.com), and subsequently, what I call the "Backup Browse" site, which you're directed to after clicking on "Backups" or "Archives" from the Dashboard page. My Dashboard started working great a week or so ago, and as of last week, the Backup Browse site is now working consistently as well :) (although it's pretty slow to load).
Hoooorayyy! I don't say that sarcastically - I'm actually really excited and love this service from Acronis! :)
I've continued to be in touch with Acronis Support, updating them with my findings, and an Expert Support Engineer followed up with me today, and was able to confirm that there was indeed maintenance being done on the server(s) last week (which I suspected from some obvious graphical / login form changes).
One last thing David - My Browse backup web page shows the "Last Version" time on my backups being +4 hours from my current time zone. This was actually fixed for a number of days I believe, but is now incorrect since some of the server updates. My Dashboard page and my locally installed TI2016 application are both correct, it's just the Browse page that's off again. I made Acronis support aware that this is happening again. Do you notice this behavior as well? It may be unique to the East Coast server (US2) that it defaults me to...not sure.
Thanks again, and I'm excited for all of us and Acronis that this is starting to get resolved. It really is a pretty cool and slick backup solution!
Thanks everyone! As stated above, the problem has now resolved itself! All is well. I suspected server maintenance, but you never know, especially when it goes on for more than a week.
Now I'm ticked. Failure to connect again July 23 at 1:20 am PDST. Prior connection problem above (and others before this post) had resolved itself. Now "Connecting to Acronis Cloud" again fails to connect. Whether it's server maintenance again or some program change, Acronis must be more helpful and warn users via email or other means that its server(s) will be down. If Acronis is having a problem at any time affecting customers then those customers should be notified of the problem so we don't encounter unexpected issues. Even that is unsatisfactory as back-up alternative servers should be available in case of failure or maintenance of a particular server. Regardless of the reason, we need a product and service that is reliable 24 / 7/ 365. Somebody at Acronis needs a serious "coaching moment".
I'll try to backup again later today and hope it connects. This not connecting bs is occuring too often, and it's too inconvenient and frustrating for a product that should be 100% reliable. ATI is a good product when it works and crap when it doesn't.
Sorry to hear that David.
I too was happy that the "Connecting to Acronis Cloud" problem had resolved itself.
It's Saturday, July 23rd, 8:10 am EST and I just tried to backup to Acronic Cloud, and it's still working for me. Maybe that was a temporary glitch that occurred for a few hours?
I do agree with you though, we pay a yearly fee to have reliable 24/7 offsite backup and we should be made aware of any server maintenance or other "down time" issues as they happen, so that we can protect our business or personal files by making other arrangements (like a physical hard drive backup to then put offsite), even though this defeats the whole purpose of having cloud backup.
I hope that Acronis finds a way to address this "sometimes can't connect" issue or I may not renewe when my membership is up. Thanks for posting.
July 23, 2016 Update - It's connecting and backing up again so all okay. Not connecting last night appears to have been a temporary thing.
I would strongly encourage everyone to report feedback to Acronis directly thruogh the app for the cloud behavior. I would like to suggest Acronis implement a Cloud server status page similar to Google's so that users can check for outages. I'd also like to advocate that in the Cloud settings, users be able to pick a specific cloud location (like US1, US2, US3, US4) so that when one goes down, they can move to another one if it's going to be awhile before their primary cloud location comes back online.
Bobbo, I'd vote 'yes' for that!
Hi guys,
I also like Bobbo_3C0X1's suggestions about the Cloud server status and being able to choose servers!
An Expert-level support rep did end up contacting me, as did Gaidar, and both were very helpful and very professional! They both confirmed that there are Cloud server upgrades being done, which probably accounts for changing the connectivity issues. Also, they reported the Cloud Server Browse (WebRestore) time zone issue to their Engineering team, and this fix will be rolled out with their next set of server updates.
I did respond to a support survey also, to which I gave the Rep herself high reviews, but make certain in the additional product notes, to mention that their front-line support teams needs to be made aware of any server maintance that could be affecting connectivity, etc.
Again, I'm staying optimistic and really love the functionality / integration of TI2016 and the Cloud service.
Lets keep eachother posted here of any continued updates.
Thanks and have a great week everyone,
-jeff