Skip to main content

Very disappointed by the product - cannot restore my data

Thread needs solution

My license has expired and they gave me 5 days to restore.

App is not working now - just closes.

It follows me to website - I have many folders and have to download them one by one (not convenient). 

Ok I try to download with website but big folders just fails - interrupts in the middle. And some files and folders it just declines to download.

I've achieved downloading 7GB from 65GB that I have. Good that I didn't use much space - I have ~ 940GB left.

But how to download rest data? Should I say goodbay to everything that Acronis promised to keep for me or what?

I will not renew my license of course - so shitty products made by Acronis should not be rewarded. Even forum and technical support doesn't work as expected - I spent two days to write that post because all other ways to reach support just doesn't work.

0 Users found this helpful

Andrei, I am assuming that you have had a subscription version of Acronis True Image and that this subscription has now expired or has not been renewed?

If so, then see KB 63207: Acronis True Image 2020 licensing which states the following:

After your Acronis True Image subscription expires, all product functionality will be blocked until further subscription renewal, however, the backed up data is still accessible:

  • For 5 days after subscription expires you can continue making backups, including backups to Acronis Cloud storage.
  • During 30 days after subscription expires you can restore data from Cloud Storage. Thirty days after subscription expiration the data in Acronis Cloud storage is destroyed.
  • Local backups remain available for restore.

This clearly says that you have up to 30 days to retrieve your data from the Cloud servers from the point where your subscription has expired.

I had 30 days. But I was in differrent country so couldn't restore data. Now I come back and had 5 days.

My question is not about that. My question is HOW to restore data? If I cannot use the app and website also is not working properly. So what should I do now if I have time left?

Andrei, thanks for clarifying the situation.  If the data isn't being downloaded in a reliable way, then I would suggest contacting Renata Gubaydullina | Product manager, Acronis True Image to seek her help in getting either an extension to the period of time, or else to ask if it would be possible for Acronis to provide a copy of your data by another means?

The other method that you could try would be to do a restore of your data to a spare disk drive using the main ATI GUI where this should be able to resume from any network interruptions that happen during the process.

I would like to use ATI GUI but it asks me license key on start that I don't have. When I close that window ATI also closes. So looks like the website is only working option at the moment.

https://youtu.be/bKX2dkZUbYk

 

I made video. This is how it works on my Mac. I can try to install ATI on Windows. Maybe it will give me option to restore data with it.

Andrei, I can only recommend reaching out to Renata and asking for help, especially if your 30 days period after the end of your subscription has expired as the cloud data could be deleted and be lost to you.

Ok, thanks. I wrote to her. But I'm not sure that she responds in time because it is a weekend now and next week can be not working days.

Now website just gives me 500 error when try to download any file.

At least I have a proof that it wasn't my fault that my data was destroyed by Acronis.

Acronis Cloud

The server is busy, please try again later.

More details

 

ssn: E4680F6DA72AD79761E6F220458A9343
rqst: 9bd00f69ac3340eeb8c2228e3a32f6c0
date: March 27, 2020, 21:27:40 (UTC)

Attachment Size
533247-180781.JPG 30.51 KB