Account Offline
Approximately (2) weeks ago, my TI 2015 stopped backing up to my Cloud account. I had the same type of problem back in April that was was resolved by Acronis, but it has now resurfaced.
Thinking that it was related to the latest Win10 update, I decided to upgrade to Acronis TI 2017. After a few hang-ups with the installation, it finally took but I still could not access my Cloud account.
I ran the Acronis Ultimate Cloud Connection Verifier several times for "us2" and it passed all tests. I then ran a "Telnet" command and it stated it "Could not open connection to the host, on port 23: Connect failed." Yesterday, I ran the same "Telnet" command and it "Could not open connection to the host, on port 5556: Connect failed."
I can log into it from the "My Account" menu in TI 2017 but the page header states "Account offline" at the top. My existing scheduled Cloud Backups are still listed on the Start-up page in TI 2017, but the Backup Status indicator just loops.
All my original Cloud backup's are still there and accesible from the "Account" TI 2017 page or from my online account.
Any ideas?
Thanks
Not sure if this is related, but when I upgraded from 2017 beta 2 to the current release version, it showed that I only had 30 days left. I ended up logging out of the applicaiton from within the Windows GUI and then logged back in with my Acronis account and that's all it took. Probably a shot in the dark as it sounds like a different scenario, but easy enough to try and see what happens.
Do you see anything different if you try to log into the account directly from the browser? What if you try a different server.
https://cloud-wr-us1.acronis.com/enterprise/login/login.htm
https://cloud-wr-us2.acronis.com/enterprise/login/login.htm
https://cloud-wr-us3.acronis.com/enterprise/login/login.htm
https://cloud-wr-us4.acronis.com/enterprise/login/login.htm
Unfortunately, we probably won't be much here in the forum for cloud login/account issues. Chat support is probably your best route again.
Bobbo,
I can log into my us2.acronis.com server directly, as well as us1.acronis.com. Us3 & us4 won't display their page, so I'm assuming that I can't access them. I can manually log into the us2 server from TI 2017 but it won't auto-connect when I start the program.
Steve,
I screwed up on my Telnet Command Line parameters.
I re-checked these today and they all appeared ok.
cloud-rs-us1.acronis.com 55556 ok/blank screen
cloud-fes-us1.acronis.com 44445 ok/blank screen
cloud-rs-us2.acronis.com 55556 ok/blank screen
cloud-fes-us2.acronis.com 44445 ok/blank screen
web-api-tih.acronis.com 443 ok/blank screen
web-api-tie.acronis.com 443 ok/blank screen
web-api-vmp.acronis.com 443 ok/blank screen
rpc.acronis.com 443 ok/blank screen
Did you try logging out and back in with your account through the Windows GUI as well? Other than that, that's about all I can offer for cloud connection issues. What did support say?
Bobbo,
Yes I did...But I think I've fixed it.
Support sent me an email with instructions to upload my System Report, screenshots of error messages, the PCAP log and the Process Monitor log, with upload instructions. I downloaded the PCAP program, which is WireShark, and it was more work than I wanted to put into it.
So, I decided to uninstall TI 2017 one more time (#3 install) because I had "The subkey cannot be found" install error the two prior installs. I installed TI 2017 ontop of TI 2013 the 1st time, turned off my anti-virus and I got the "subkey" error. The 2nd time, I tried the "Repair" function first but it had the same "subkey" error and still no program Cloud access. The 3rd and last time, I uninstalled TI 2017, ran the Acronis Cleanup Tool and re-installed TI 2017 with both my anti-virus and the software firewall disabled. The last time worked like a charm.
I now have full Cloud access from the program and my scheduled Cloud backups work fine. Anyway I'll keep my fingers crossed.
Thanks for the help
It is possible that the root of the problem was initially installing over an ATI 2013 installation. ATI 2015, on which ATI 2017 is based, is a different beast to ATI 2013, and problems are likely. The good news ATI 2017 will read backups created by ATIU 2013. Did a quick serarch on the ATI knowledge base and ATI 2016 will not install over versions earlier than ATI 2014. The same is probably true of ATI 2017.
Ian
Ian,
Thanks for the info. I think you've got something.
I've had TI 2009 Retail version, TI 2010, TI 2013 Upgrade versions, TI 2015 Retail and TI 2017 Upgrade. I had this same type of problem starting with TI 2013 and uploads to the Cloud. Support always gets it worked out, but I think the key is to do an uninstall of the current version, use the Acronis Cleanup Tool and then install the new version. I always leave my anti-virus off, no matter what version it's been but this is the first time I dropped my software firewall. I honestly believe it was the last few Win10 updates that started it all. I've been running it since March and didn't have the problem until the first part of August.
Thanks again
I have just installed and uninstalled Acronis True Image 2017 three times. I have a serial number and I assume that I do not dare reinstall it again since my three uses are up. Every time I have done it, when it comes to selecting the backup location, Acronis is listed as offline. In terms that I can understand (since I do not understand why this does not work), how do I fix this?
If you hit your limit of installs, you'll be prompted ot remove it from another computer and asked to login into your account. You then pick a computer name and remove it - chances are, you'd pick one of the existing instances of your existing computer name if you reach that point. However, you should be fine to uninstall and reinstall on teh same computer without using one of your licenses since it's based off of the motherboard information that triggers the new installation.
As for the serial #, when you install the application again, have you tried just logging into your Acronis account on the computer? That should register the computer automatically without needing ot enter the serial #.
If you still have issues registering, licensing or activating, give Acronis chat a try - they should be able to help you out - link to customer support chat is down below.
Reinsallation on the same PC/MAC dose not decrease the number of installations available under a multi-system licence. I recently did a fresh install of Win 10 Pro on two of my systems, installed latest build of ATI 2017 and logged into my accout when prompted. Some how the Acronis server recognised the system (could have been that I used the same computer name) or it may have looked at the disk signature or used a hardware configuration hash.
The endshot was no issue with licence.
Ian
I appreciate your reply but that still does not solve my problem as to how I get Acronis to show Online instead of Offline after installation. Thank you.
Could you take a screenshot of what you're seeing - this may be a dashboard or server issue from the Acronis side. I'm not exactly where it's telling you that you're offline though. For most cloud/online issues, there's not much we can do but help guide you where to check for settings. Ultimately though, the majority of any cloud issues (dashboard, connectivity, etc) need to be directed directly to Acronis technical support since they're the only ones with access to check the status of servers, accounts, etc. It's possible that what you're seeing as offline though is the dashboard failing to update - it may not really be impacting your ability to create online backups or recover them.
Have you tried to run a Cloud backup to see if it starts going or not? I'd try that first.
You can also long directly into your online cloud account to check backups or recover from there, withotu using the dashboard.
https://cloud-wr-us1.acronis.com/enterprise/login/login.htm
https://cloud-wr-us2.acronis.com/enterprise/login/login.htm
Attached is a screenshot of the desktop. The online version says there are no resources to backup?
Can you get to the Internet on that computer - you're sure you have a Internet access? If so, give the
47145: Acronis Cloud Connection Verification Tool a shot. Beyond that, I can only recommend contacting support via chat and troubleshooting with them.
Valerie, simple question - have you actually signed in to your Acronis Cloud account when you installed ATIH 2017? - click on the Account page (icon in left side that looks like a head and shoulders) and check there.
Unless you are signed in, ATIH does not know that you have a Cloud subscription as this is tied to your Acronis account.
Yes, I did log in. I did so again this morning. My account shows exactly what it should. Unlike last night, however, when I click on Backups I get an Http 404 error. One note: When I first attempted to install the Trial version, I was completely unable to do so until someone gave me a special link to a download. The trial worked fine and the only reason I even bothered with this was that Acronis stopped working completely yesterday when it said my trial was up. No amount of completely uninstalling and reinstalling it--and entering my serial number--has made any difference. In the online dashboard, I am using only the account that is associated with a perpetual license and I cannot even get that to work.
Valerie, thank you for the update, sorry to hear that this problem is still ongoing.
Did you try using the Cloud verification tool as advised by Rob in his reply in post #15 above?
If you still have problems, then I can only suggest two possible ways forward from here:
- Raise a Support Case directly with Acronis for this error, they will be in the best position to see why you cannot connect to their Acronis Cloud servers and verify that your Acronis userid is the correct one etc. We do not have access to their servers or systems from these user forums.
- Try doing a clean install of ATIH 2017. This implies doing a normal uninstall via the Control Panel, then downloading / running the Acronis Cleanup Tool as Administrator (link below in my signature), restarting the system, then reinstalling ATIH 2017 again. You will not lose any of your Cloud backups by doing this though you may need to reconfigure these. You can save a copy of your task configuration files from C:\ProgramData\Acronis\TrueImageHome\Scripts where this is held in .TIS files - you would need to copy these file back to this folder after reinstalling.
Please see KB documents: 47141: Acronis Software: Allowing Acronis Products Through Firewalls and 46430: Acronis Software: Making Acronis Products Compatible with Antivirus Software in case there is some interaction / interference by this type of security software that is preventing the Cloud server connection.