Using TIH 2011 and it is now asking for an encryption key

I have encountered the same issue. When I enter the encryption key, it flashes up a message that is so fast I cannot read it (I think it probably says incorrect key) and then it asks for the key again.

The log says backups are still being made every night. However, every time I try to access my online files via the website, after I typei in my encryption key it says server not available.

I have not been able to access my files for a couple weeks now.

My email requests for support have not received any attention other than automatic replies that say I should have already recieved a reply with a solutino for my problem and to reply with "resolved". When I reply that I never received anything, they issue another case number and start the "do nothing" process all over again.

The automatic reply says most problems are fixed with an installation of the latest version. when I check for updates it says I have the latest version. My understanding is that I am not able to go to 2012 because I have Windows XP 64 bit.
Randy

Hello Stephen, and Randall,

Welcome to our Forum, we're glad to greet you here.

Stephen, usually this error points to the issues with the backup or the meta file that contains the information about the backup created. Currently I'm submitting a task to the Development team: they will download the meta file, and check what can be done in this situation.

Randy, I'm sorry for the inconvenience you've faced with support. The reason why your messages keep creating new cases is subject of the messages: you have several reference numbers specified there. Our system gets confused to which case it should send your message to, and creates a new case instead.

I've already forwarded this information and your case # to the Management team, they will have this situation sorted out.

I would also like to mention that Acronis True Image Home 2012 is fully compatible with Windows XP, and should work with it. You can test it yourself: our trial version is valid for 30 days, and almost full-functional (see the list of trial limitations here).

I'm also creating a task for the Developers to check your meta file, and will update you via this thread as soon as I have any news.

Thank you for cooperation, and patience, I appreciate it.

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.

Hi Stephen, and Randall,

Thank you for your patience.

I've got news from the Development team. They've processed both situations: 

Stephen, just as we thought, the meta file got corrupted. Our Developers removed the corrupted records, fixed the meta, and reuploaded it to your account, so currently it should be available for browsing an recovery. Could you please check it, and let us know the results? 

As we've rebuilt meta file, some of the last slices might be missing (the corrupted ones), and it's also possible that the storage contains duplicates of the existing files. We sincerely apologies for any inconvenience caused.

Randall, yours meta is a bit more difficult to fix, and we need some additional data. Could you please send me Acronis Info from the problem machine? It should help to solve the problem.

Thank you in advance for cooperation!

I have the same problem as Stephen. True Image Home online backup is now asking me for an encryption key but I can't provide it because I've never used one. This means I'm not able to access any of my files that are backed up online... that's 180+ gigabyte of my data!

Did anyone find a solution for this?

I have the same problem. Suddenly is asking for encryption key which I have never set. I deleted the computer from the backup set and started over. That worked for a bit and then it started asking for the encryption key again. Deleted again and started over, this time with an encryption key. Again it worked for a bit and now it is asking for the key. Always responds saying it is incorrect. I back up four computers, this problem so far has always occurred on the same computer. All computers are Windows 7 64-bit. If I use a different computer to look at the backup files online, when looking at the problem computer it asks for the encryption key. Inversely, the problem computer is able to look at the backups of the other computers with no problems.
I like the program, but not when it's broken. Please fix it.

Hello RamaR, and Rick,

Thank you for your comments.

We're sorry for you've faced this issue with the product. Unfortunately there's no common solution, as each case is unique, and should be investigated separately. In case you've faced this issue, please contact our Support directly with the issue description, and Acronis Info attached.

Thank you.