Problems with TI 2016 Cloud

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Comments: 6

Hello.

I have a True Image 2016 Cloud subscription (5 pcs) with  Unlimited storage.  Most of the backups I make are to local devices, and everything in that regard seems to be working fine. However, I also have a few cloud backups which are scheduled to run multiple times each week, making sure to keep some of the older backup sets, in case I need them.

Unfortunately, it is with the cloud that I seem to be having a couple of problems ... although it could very well just be user error.  That's why I'm posting these issues.

1)  I have two PC's that are running TI 2016 (both Windows 10 Pro 1115 machines).   Even when they are turned on (and thus connected to the internet), and even when the Acronis TI 2016 console  is open and running on one or both of those PCs, the cloud continuously reports that those two devices are "OffLine"  and subseqeuentlyh they are always grayed out.  This seems to be a more recent problem whereas I do know that both devices *used* to consistently show up as being online ... and it's only over the past few weeks that I've suddenly noticed that they're now always displayed as being offline, regardless of their "real" state.  Nothing I do can seem to get them to show up as being online.  As a result, I'm unable to manage those devices from the cloud.  (By the way, I always access the dashboard via the console ... and the console seems to be correctly reporting my account and subscription information.)

2)  The second problem I'm having may simply be my lack of understanding of how one accesses cloud backups.  As I mentioned above, I have a few backups that are scheduled to backup to the cloud a few times each week.  In the options settings of each of them,  I've configured it to keep up to 20 backup sets, and only to delete files older than 12 months.   The problem I'm seeing is that when I log into the cloud to view my backups, I can only ever see the most recent one of each set.  I can find no way to view and/or access any of the older backups.  It's almost as if the cloud is ignoring the settings to keep older backup sets, and is always overwriting it with the most recent.   I'm guessing that I'm doing something wrong, but of course the reason I have those settings is so that in an emergency, I'd be able to restore a backup set from the cloud that's a few weeks old, rather than a more recent one.

Can anyone assist me with either of these issues?

Thanks.

- Tom

 

 

 

Sun, 11/22/2015 - 00:54
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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As to your 2nd issue. In your recover process go down the folders until you reach the file level. At this point click on the gear on the right column and you will be given a choice to display all the versions of the file. You can then choose one and restore that particular version. Good luck.

Sun, 11/22/2015 - 03:19
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Thanks rene!  

I followed your instructions and did in fact find the earlier versions.   So, it *was* user-error as I suspected!  :)  

I'm obviously still baffled by the first issue (devices always showing as being offline) and hope that someone may chime in with thoughts on that one, but the second issue was the most critical for me, so at least that's resolved.

Thanks again.

- Tom

Sun, 11/22/2015 - 14:06
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Hero
Posts: 87
Comments: 9259
mvp

To your first problem, run services.msc on a computer. Find the "Acronis Managed Service Mini" service. Is it running? This ones needs to run.

If yes, verify that you are logged in your Acronis account by accessing the dashboard from  a computer that is not showing up on the dashboard.

I can see that the dashboard can take some time to connect...

Another possibility is your firewall settings. Did you try to turn the firewall off?

If nothing above works, I would try to repair the installation of ATI.

 

Sun, 11/22/2015 - 19:36
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