Can't log into view/revover data from web browser

Thread needs solution
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 6
Comments: 11

Hi all,
I'm aware of the horrendous issues with the Acronis servers preventing upload of data, and time out problems.
I've been slowly uploading data - and I'm a patient man because I know the problems will eventually be resolved - usually a few 100 mb at a time before I get a time out and I have to initiate again. However since the beginning of the week I observe the following.
1. On my test PC that is running the standalone online application, I have set a number of folders to upload and it has only partially completed the upload, but now every time I initiate a back up, I get a message within a few minutes informing me that the backup consolidation has completed successfully, but no new data has been uploaded.
2. If I try and navigate to the online backup via a normal web browser, I successfully log in, only to be told that 'online backup is not available at this time, please log in later'. I can see my computer name in the background but I can't navigate.

Can somone help, or at least offer an explanation?
thanks

Thu, 03/11/2010 - 16:56
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 11
Comments: 1342

Hello Rhys,

I'm really sorry for the difficulties you've experienced.

I'll surely help you to solve the issue, but first of all I need some additional information from you.

1. Check if there is a proper certificate present at:

\ProgramData\Acronis\TrueImageHome\OnlineBackup\<user_email>\client.crt

You can double-click to open it in Windows and check the below field:

Valid from [DATE when it was issued to DATE when it expires]

If the certificate shows incorrect information (e.g. the expired certificate was not updated automatically with a newer one) or is somehow corrupted, you can delete client.crt file and reconnect to Acronis Online Backup. The most up-to-date certificate will be downloaded to the machine.

2. If the certificate is OK, but the errors in the log show that some server is not available, create C:\Acronis\ folder and get the output of the below commands (from Start -> Run -> cmd):

ping -n 50 storage3.acronis-hosting.com > C:\Acronis\ping.log

tracert storage3.acronis-hosting.com > C:\Acronis\tracert.log

and attach both files to your reply to this thread

3. Please specify the approximate time and date when the error occurred, the operation performed, and the amount of data backed up.

4. Please let me know the build number of the software you use, you can find it in Help -> About section.

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Tue, 03/16/2010 - 11:38
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 6
Comments: 11

Thanks for the reply.
1. Certificate seems fine, but deleted all the same and initated backup again (after login etc) - no change
2. Ping and trace files attached
3. Back up stopped updating about 14 days ago
4. Build number is 4039

I've also used the 'system report tool' built into the standalone tool. The report generated appears to have quite detailed information about my system and therefore I will not upload it to this site, but if you need it please provide me with an altenative mechanism.
Thanks

Tue, 03/16/2010 - 22:40
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 24
Comments: 3268

Dear Rhys!

Thank you for your reply and information provided, we really appreciate your kind comments and cooperation!

I have carefully checked the logs and everything looks just fine, so we will really need

  1. Acronis System Report,
  2. Amount of data backed up
  3. Account + machine name.

    If for some reason you cannot obtain it, than please get the following information:

  • Acronis folder from
    \Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\ (Windows XP)
    \ProgramData\Acronis\TrueImageHome\ (Windows Vista\Windows 7)
  • Event logs
    (Control Panel -> Administrative Tools -> Event Viewer)

I'm really sorry for the inconvenience you have faced with the software, and for we have to ask you to send us additional information, but it is needed for successful investigation of the problem. I completely understand your concern regarding uploading the information to the post, and would like to suggest you to send it to me or any other Forum Moderator via PM. Be sure this information will be reviewed only by Acronis Support Team.

I really appreciate your patience and cooperation. Please, do not hesitate to let us know your concerns and questions - we'll do our best to help you!

Thank you in advance.

Wed, 03/17/2010 - 17:31