TI 2011 fails to connect to archived data

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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I have been a TI online user for over two years. I back up data from two computers daily. Within the last few days TI 2011 fails to connect to archived data from PC1 with the message "Failed to read archive data". However it will allow me to access the data backed up from PC2. But if I then switch back to the data from PC1 it requests an encryption key. But I have never used an encryption key to backup data from either machine.

At present it seems over two years of painstakingly backed up data is completely gone!! I have submitted a support request to which I have received an automatic acknowledgement and then nothing! Needless to say there is nothing in the knowledge base corresponding to the event code displayed.

I am using the latest build of TI 2011 (6042). If I try to re-install from the Acronis web site the downloaded version fails.

Thanks for your help.

Wed, 03/21/2012 - 18:50
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 5

Sorry to hear that you're having this problem. I'm in the same boat and a search of this forum shows that we aren't alone. Suddenly being asked for an encryption code that we never created means that we are locked out from our own data!

Sat, 03/24/2012 - 20:08
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 0
Comments: 2

I am having the same problem with online backup. Fortunately I don't have a long time in use with it.  I like the idea of a cloud backup but I really wanted one that would back up programs and everything like acronis does.  I am getting the same message that it can't read archived data. Who needs this kind of aggravation when you trying to run a business.

Sun, 03/25/2012 - 03:13
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Hi "Offline Beginner". Thanks so much for the info. I followed your instructions immediately and have cancelled my subscription. They say I have lost all my backups, but I couldn't get to them anyway.  Now for trying to decide how I am going to backup. Now my backup drive that I used to use is no longer working.

Mon, 03/26/2012 - 01:20
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 0
Comments: 3

I too started getting this problem. Trying to access my backup for one computer fails. It asks for the encrpytion key when it never asked before and I have never set one. I deleted the backup and started over. It worked for a few days but then started asking for the key again. Once again I deleted the backup and started over, this time with an encrpytion key. Worked a day or so and once again it starts asking for an encryption key.
Incredible coincidense that this started literally a day or two after my free support expired.

Tue, 03/27/2012 - 14:59
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 27
Comments: 1940

Incredible coincidense that this started literally a day or two after my free support expired.

Support for online backup lasts as long as subscription is valid ( see http://forum.acronis.com/forum/22874 ) , but you have to know that you need to select 'Standalone online backup utility' from the dropdown list.

Tue, 03/27/2012 - 17:55
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 88
Comments: 4769

Hello everyone,

Thank you for your posts and I appreciate your help dev-anon.

We are very sorry for the issues that you experience and we are working on resolving them.

davisj, RamaR, Patti, we are investigating those issues and if you have additional questions about your cases feel free to contact me via a private message.

Rick, could you please contact our Support team so that we can assist you with resolving the problem with our Online Backup service.

Please let me know if you have additional questions.

Thank you.

Wed, 03/28/2012 - 16:59
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 5

Kudos to Acronis for refunding my subscription fee for online backup. I will continue to use their True Image Home product, as I have for years, but NOT their online backup service. It's doesn't meet the high standard I expect from Acronis. Perhaps someday they'll work out the bugs.

Thu, 04/05/2012 - 20:39