Poor design and poor support
One of the reasons I have purchased Acronis True image for the last 5-7 years is because it supports NAS. Never had to use support. Now, I'm sorry I havent looked around. This is how bad user design and bad customer service operates.
My NAS recently had an IP reset. Because of that, the backups failed. I was not able to change the destination of the backups, nor was I able to obtain the parameters of the existing backups (type, how often, etc)
I chatted with customer support. I was on the phone for at least 20 minutes before anything was said beyond " so your problem is with the NAS". After taking over my computer and spending 1 hour + on the phone I was told to "fix" my up to date version with a exe file. I did and that took another 30 minutes.
After that I chatted with customer support back. Again, took 10 minutes before any conversation after supposedly reaching an agent. The same agent as before took over the computer and after another 20 minutes asked me to FTP the system file. I did that and asked for confirmation of receipt.
After a day with no response I email them and I receive a standard message asking me for details of my issue. (what? the ticket number was on the message). I reply with my frustration and send a picture of the file on the FTP site.
2 days nothing
Then I receive a message from the support person that says to the effect " as mentioned, you need to configure the IP as it was before". That is a solution?
So, terrible customer service and poor design:
1) inferring that there was previous mention of something that was not mentioned
2) Sending a file, not finding it and not mentioning anything about the picture of it
3) Solution is to magically change the IP. Does support understand IP addresses or NAS for that matter?
4) The software does not make a copy of the configuration that is readable if there is a problem with the backup. One of the major reasons you would need a configuration copy is because of a bad backup
5) There is no way to change the destination of an existing job if an IP address is utilized. The use of an IP by the way, was at the suggestion of support a couple of years ago.
No recourse but to post here and as many other places as I can letting people know that while the product sounds great, the support and user interface for anything that might go wrong is extremely disappointing.
I think you got some bad support and we True Image users (like yourself) are more than happy to try and help you out here.
You can change the NAS settings as needed and I'm not sure what support tried, but have some suggestions to consider (not knowing the full background of the issue or how you're trying to make the change).
Where are you trying to update the NAS information and what is the issue? In most cases, you need to update the "destination" of the existing backup task and re-enter the NAS destination path...and, like you, I would enter the full path manually as \\192.168.1.x\yourbackuppath\yourbackup folder (replaced with the actual information). When prompted, enter your NAS credentials to connect.
If you are having any issues with the credentials not taking, close Acronis True Image and open regedit with right-click and "run as administrator" even if using an admin account. Then clear out the saved credentials as outlined here:
https://kb.acronis.com/node/58004/
Also, keep in mind there is a Windows limitation for connections to same shares per logon session of your Windows account. So, if you have the NAS mapped with different credentials in Windows, Acronis can't map the share with a different account under the same Windows login. Just throwing that out there in case you have a dead, but old mapping of the NAS, or are using multiple accounts on the NAS and have one session logged in already with your Windows account and are trying to use another NAS account under the same Windows session.