Seven months and it still doesn't work
I have been trying to get Acronis TI 2010 and then 2011 to work for seven months. It still fails - every day. I get messages from Acronis saying it will be marked resolved. WHY. It does not work. The e-mails say to respond, but when I do I get e-mails saying no one monitors responses and to open a support ticket. When I try that, it demands money. Why should I pay for support? I paid for a product that never worked. Backup fails and NSB fails.
Another six days, and all I get are e-mails asking me if it's resolved. How can it be resolved? You didn't do anything. Online Backup fails EVERY TIME. NSB crashes my system a few times a day when on. I will never turn it on again.
STILL NOTHING. IS ANYONE THERE?
Norman,
Have you as Anton suggested downloaded the NSB update?
What error messages do you get?
Where is the NSB archive located?
What OS are you using?
Do you have disk compression , bitlocker , TrueCrypt or similar enabled on your system?
Do you have anything like mySQL or SQL Server running?
Is your firewall blocking TIH?
Do you log on to your Windows or does it auto start?
What type of images are you trying to make, are they to an external drive or a NAS?
Have you as Anton suggested downloaded the NSB update?
YES
What error messages do you get?
NSB CAUSES MY SYSTEM TO FREEZE 2-4 TIMES A DAY. I HAVE TURNED IT OFF AND WILL NEVER TURN IT ON AGAIN.
ONLINE BACKUP ALWAYS FAILS EVERY SINGLE DAY WITH MESSAGE "BACKUP INTERRUPTED."
Where is the NSB archive located?
I SHUT IT OFF. FORGET ABOUT IT.
What OS are you using?
XP
Do you have disk compression , bitlocker , TrueCrypt or similar enabled on your system?
NO
Do you have anything like mySQL or SQL Server running?
NO
Is your firewall blocking TIH?
NO
Do you log on to your Windows or does it auto start?
AUTO
What type of images are you trying to make, are they to an external drive or a NAS?
ONLINE
Not very verbose answers are of little help to people trying to aid you with your problem.
It is now actually NINE MONTHS total that I have been trying to get you people to solve this problem. I have sent massive amounts of data AND NOW YOU HAVE THE GALL TO CRITICIZE MY RESPONSE. What is wrong with you people?
I answered EVERY question fully. There is NO info asked for that I did not supply. ZERO. I cannot read your minds. If you have a question, ask the full question. Meanwhile, you have told me TWICE that you will call, and even told me a time period, and I received NO CALL.
This is the worst example of customer support that I have experienced in 42 years in the IT field.
As I am not employed by Acronis, I have the same problem as you, I cannot read your mind, nor know what is on or happening to your system until you posted here on the 4th November.
Now if you would like people on this forum to see if they can help you we can start again.
I first tried Acronis in January. NSB and online backup both failed. Full backup works for a month or two and starts failing. Deleting all my backups and starting over (and over) corrects the situation. I filed a support request on Jan 5, 10.5 months ago. After a month of getting nowhere, I turned to the support forum on Feb 8, nine months ago. The problems have continued throughout this time with many new downloads, a new Acronis version, and numerous uploads of data. I replaced my disk drive, and installed a USB 3 port, even though I’m certain there were no problems with the old hardware, to no avail. I converted from DSL to FIOS – no difference. At one point, they actually asked me to upload the complete contents of all my disk drives. You will forgive me if I sound impatient, but ten months of answering the same questions, and uploading the same files, over and over and over, has gotten me nowhere.
Each time I receive an e-mail from Acronis, I respond and then wait a week or two for another response. Sometimes they ask for more data. But, usually the response consists of “If your problem has been resolved, we will close the ticket.”
I have given up on NSB. Now, I just want online backup to work. As I said, it always fails with “online backup was interrupted.” My line is FIOS, 43Mb down, 34Mb up and works extremely well. I really don’t know what else to say.
As far as OLB is concerned, have you tried uploading a very small file 100K or so?
Does this fail?
What folder or files are you trying to upload, how many GB is it?
What Service Pack are you using for XP and is this Home or Pro and which build of 2011?
Yes, a small file works. It runs for about 5-10 minutes before failing. I'm backing up about 100MB.
WinXP Media Center SP3
TIH2010 build 5519
I know that there have been general problems between TIH and Dell XP Media Centres, but mainly when it comes to restoring images.
Have you noticed as to whether the OLB service stops (in Services.msc or by querying via the command line) when you get the problem or if it is still considered running by Windows?
Which folder are you trying to image?
Are there any long paths/ folder names or file names?
The files that you manage to upload, are you able to download them again easily?
Build 5519 is TI2011 - just want to double check which version.
Not a Dell
OLB service is still running after failure, and I can start the OLB task again. Of course, it fails again.
Many, many folders.
I'm certain there are some long file names. But, failure is at different points each time.
Never tried downloading.
Yes, Build 5519 TI2011. And many previous builds.
Getting close to eleven months, and still no response. No one at support will respond to my e-mails.
Perhaps, you could try downloading a file if it exists in your OLB account.
Maybe downloading and installing Wireshark, might be worthwhile as that would show if the network side of things is hitting a bottle neck or timing out.
Unhelpfully my OLB works OK with only a problem when it first came out due to Server access at the Acronis end.
Have you tried making a new OLB task,? Just to check there isn't some weird glitch in the task script.
Does TI make images to a disk OK?
I have installed and uninstalled several versions of the software over the last ten months, wiped out all files and started from scratch a few times, and completely changed my network access. Nothing changes. Network access is excellent. If there is a bottleneck, it is Acronis servers.
Is Acronis still in business? Is there anybody in support? STILL NO HELP
Norman,
Whilst I understand you being annoyed, only selectively answering questions is not going to get you any further.
What question did I not answer? Do you actually expect me to list 60 folder names you've never heard of as they only exist on my system?
Hello Norman,
I've escalated your case to Directors.
You should get a call from one of them shortly.
Andrey.
Now eleven months
Hello Norman,
Thank you very much for your replies.
One of our senior expert engineers has contacted you and he will resolve all of the issues that you were having with our program.
I am very sorry for any inconvenience and if you need additional assistance, please let me know.
Thank you.
Hello Norman,
Thank you for the follow-up.
I checked the status of the case and I can see from the last e-mail sent to you by our Expert engineer, that he started working with our Development team to resolve this problem.
Please let me know if you have additional questions.
Thank you.
Norman,
Maybe you should edit the Subject line to reflect the "11 months" aspect.
It is now ONE YEAR.
Hello Norman,
I just wanted to follow-up about your case with our Expert support engineer working on your case.
He has been working directly with our Development team on this issue and he would like to contact you. Several days ago he sent you an e-mail and I would really appreciate if you could get back to him so that we can resolve the problem.
Please let me know if you have additional questions.
Thank you.