TI will not send email notifications

Hello Tom,

Let me help you.

A) Go to Tools -> Options -> Notifications -> E-mail -> E-mail address and try to set the E-Mail address there in angle brackets:

(!) Please try to set the E-mail address in the form of <name@domain.com> if otherwise e-mail notifications do not work:

B) To prevent SMTP from not detecting the notification correctly, in Acronis True Image do the following:

Go to Tools -> Options -> Notifications -> E-mail -> Additional e-mail parameters... and make sure that the From: and Subject: fields are blank:

C) If any firewall, antivirus or other security software is installed on the machine, make sure that the following modules are added to the list of trusted applications in the security software:

• C:\Program Files\Common Files\Acronis\TrueImageHome\TrueImageHomeService.exe
• C:\Program Files\Common Files\Acronis\TrueImageHome\TrueImageHomeNotify.exe

If none of the solutions help, please collect Windows System Information File, screen shots of all the E-mail settings and a PCAP log (see Collecting PCAP Logs).

With all the information collected, contact Acronis Customer Central.

You can also set your Gmail account to receive E-mail notifications in Acronis True Image Home 2010.

Please let me know if you need any further assistance.

Thank you.

I have read many posts on this problem this morning and nothing helps.

I have tried every configuration permutation that people have recommended without success!

Test doesn't work. All I get is a useless msg saying:
Failed to send e-mail notification. Check the specified e-mail settings.

It would be helpful if Acronis could show us some log information as to where in the send process the attempt to send email is failing.

I have had problems with email notification for years off and on with True Image versions. Sometimes it works, most of the time it doesn't.

I have asked that over the years for Acronis to write status msgs to the Windows Event Log, like many other programs do (such as Norton Ghost does). But they never implement this, which would eliminate the email problems for me if I could see the status in the event logs.

I am running TI 2010 Home build 7046

Hello Joe!

Thank you for your comment and for sharing your experience with us, we really appreciate it!

Unfortunately due to the fact that e-mail notification configuration is set individually, there is no universal recipe how ti fix it, so this situation requires investigation. We will be glad to assist you with it, all we need is just the diagnostic data mentioned in Ilya's post.

I completely share your concerns and understand how this situation can be upsetting. I personally think the idea of adding status msgs to the Windows Event Log to be brilliant and be sure I will forward your suggestion to the Management team.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

Yana - I would not consider your offer since I would have to pay.

And why would I have to use an external program like Wireshark? Why doesn't Acronis log information on a failed attempt to send email? At the very least, you return the error code you are getting to the user, which might provide a clue as to where in the send process that the error is occurring.

I have been having heartburn with the email notification feature in True Image 2009, 2010 and now 2011, same symptoms as the opening post to this thread. But I have moments ago found something that may help (at least with 2011.)

After installing Wireshark (great tool!) as instructed above at "Collecting PCAP logs" and seeing the failure play out I noticed that the IP address to which ATI was sending the email notices did not match the SMTP server I had specified but rather that of a different SMTP server I had tried to use earlier (that also failed.) Made sure to save email settings as default, then quit and restarted ATI. Still sent to the wrong IP. It appears ATI is not saving the settings properly. So here's the workaround:

1) *Blank* all of the email settings.
2) Save as default.
3) Quit and restart ATI.
4) Put in new settings (don't make a mistake!)
5) Test it out. Hopefully it'll work for you. If not consider going to the trouble of putting Wireshark on and looking at what it says. It will tell you where the process went bad so you can do something about it.

Good luck everyone!

I too had problems getting test emails sent (but in my case from Drive Monitor) and it wasn't until I changed the "FROM:" field from just my email "USERNAME" to "USERNAME@COMCAST.NET" that it started working. No other email notification system I've dealt with over the years has been this picky in this respect.