What to do if you cannot contact support or have an issue with an existing case.
Hello Barry,
Thank you for your post.
We do not charge for recovery issues. Please check this sticky for additional information.
As this support sticky was created to address specific support issues, please contact me directly if you need additional assistance.
Thank you.
Well like a fool i upgraded TIH 2011 to TIH to 2012
I have only just installed it so surely i should get support when its installed not when i bought it plus 30days
Anyway i installed it said an update was available so i updated upon first run it says update available
I select update some checking goes on i am then told no update is available
The installed version is build 6131 there is an update 7133
I downloaded the update directly i ran it it said checking for update then update available OK lets update
Guess what it says now. Yeah no update available
Check this link.
http://forum.acronis.com/forum/32087
The upgrade you were or are attempting is the 7133 so go ahead with the install of 7133. The display is confusing.
Version identification available in the help/about part of the program--upper right corner.
For 2012, 7133 is the latest and there is nothing newer in 2012 version.
The program does not cosider 2013 as newer as 2013 does not have any build of 2013 installed.
I started a chat session online about 45 minutes ago. Ravi Gunjan is the support representative in the chat with me. He asked a few questions, which I answered. It has been over half an hour, literally, since his last post in the session. I have sent three postings asking if he is still there; no reply. He just disappeared in the middle of the chat. Really? This is support?!?
He had to go to the bathroom.
;)
I still have the chat window open. 50 minutes now with no response from Ravi.
One full hour since Ravi last posted in the chat session. I am giving up and closing the session.
Following is a transcript of the session, as far as it got. If anyone has any constructive ideas, they would be most welcome.
details?
Chat transcript deleted, since publishing private communication violates
- Not post any private communication (e-mail, chat logs, private messages) without the express permission of all the parties involved into this communication.
Hello Jim, tuttle,
I will be glad to clear up the situation.
Unfortunately, due to some technical problems the chat was disconnected and our support professional wasn't able to receive Jim's messages. Moreover, Jim didn't receive Ravi's messages as well. We apologize for this inconvenience and currently we are working on improving of the situation. We are going to launch a new chat console, that helps us avoid such misunderstandings in the future.
I'd also like to let you know, that right after the end of the chat session our supporter sent Jim an email with further instructions. We will continue working on this request and the support case won't be closed until we receive a confirmation from Jim.
Let me know if you have any questions.
Thank you for your understanding!
I purchased this program because it had the highest rating for support.
Now that I need it, I am having problems.
I have tried "chat" 3 different times and waited over 15 minutes each time before giving up.
I can't send an e-mail because the site directs me to "chat" when I select e-mail.
Very frustrating.
What now?
Hello Fred,
I'm very sorry to hear, that you are experiencing difficulties contacting our support and will surely help you!
Difficulties with chat might be related to browser issues, please try to use anther browser to start a new chat.
If you want to send us an email, please click here on "E-mail Now" button and then select in pop-up window the option "No, thanks, I want to submit my request by email".
If it doesn't help you can simply send me a private message with issue description.
Let me know, if you have any additional questions.
Thank you.
My 30-day free support ended today, 29 November 2014; However, I opened a chat case 02319075 yesterday, 28 November 2014, that was not resolved. Chat operator ended the chat because of not getting a response from me in 10 minutes. Well, I was getting my camera and taking screen shots on a computer that was upstairs in my home, as the chat operator requested. Also, he sent me an e-mail to attach the screen shots and reply to him which I did yesterday. As of now, I have not heard from Acronis support. I tried to open a chat today, but was denied because my support ended today. I maintain that my case is still pending and open, therefore, my free support should be ended "by the clock" as long as my case is still open.
This is not the way Acronis should treat a valued customer who has eight Acronis products starting with Acronis True Image 10 Home and Disk Director 10.
Hi,
I am completely new to this forum and have owned a version of Acronis True Image 2014 since earlier on this year. The support on it has expired. I really don't understand how you ask a new question on this forum about a more technical subject?
Essentially, I have been taking incremental backups (disk image) of a Windows 7 laptop on an external disk drive. The laptop crashed the other day and I tried to restore the backup using the rescue media I created and the external disk drive but have found that there are a few things about the restore process that I don't understand. I have looked at Acronis Help but it confuses the matter further for me. Who can I ask?
I think that the proof of how good backup software is , is how easy it is to restore a backup and get a machine working again and how to get help if you have a problem. For me the jury is very much out on Acronis and how good it is in both respects. At the moment I am struggling with what should be a very straightforward job and am struggling to get answers on what should be straightforward questions. I though I was reasonably clued up on IT matters but I'm beginning to think not and that I am probably also a bit thick.
I'd be grateful if anyone could point me in the right direction.
Many thanks
I am backing up to the Acronis Cloud for the first time. I have True Image 2014, the full version. I am backing up about 55 G of data from an external, large flash drive. All is going well EXCEPT it tells me it will take 2 days 20 hours 46 minutes to upload!! It says it is uploaded at 1.7Mbit/s.
First of all, I can't wait that long because I have purchased a new computer and have to take this old one (a Dell Dimension 4550 from 2003) to the shop where data will be transferred to my new computer on Thursday, two days from now, in the morning. I don't have 3 days.
Secondly, every single day I get --at some point (usually after the computer has been running all night) -- what I call a BLUE SCREEN OF DEMENTIA...a Windows screen telling me that my computer is screwed up and had to be shut down. I know the C drive has some bad sectors (Acronis tech support figured that out in 2014) and it may have other problems, as well. BUT the point here is it WILL NOT RUN for 3 contiguous days without doing a forced shut down. So even if I had 3 days to spare it wouldn't backup to the Cloud successfully.
What to do???
My backup to the Cloud is running in the background as I write this. It has been running about a half an hour and is 4% complete. At that rate it should be done in about 24 hours, so I don't know why it says 3 days, but it is a moot point because my computer will crash in the next 24 hours as it does daily when left on.
I would also like to know why most of this message is in italics. I did not format it to be that way with the rich text editor or even use the rich text editor. It happened after I edited my rough draft of my post and clicked Preview for the second time.
MickGee -- did you ever get a response to this post? Were you able to restore successfully? How did you finally get the help you needed? You took the words right out of my mouth when you wrote your post. You were telling my story...
I am in an endless loop and can not contact customer support. Neither by Live Chat nor by PPI. Here is what happens.
1. I log in to my Acronis Account successfully with my correct PW.
2. I look at all my registered products (including True Image every upgrade year since 2011) and my past support requests.
3. I click the button for SUPPORT.
4. A page opens and I am asked to select what kind of problem I am having. I select Technical.
5. I am also asked to select what product I am using. I select Full Version.
6. I am then shown a page where I am asked to LOG IN AGAIN.
7. I do. With the same password I used to access my account a few minutes ago.
8. A pop-up window tells me to choose the registered product I am contacting you about.
9. In the same window it says: You don't have any registered products.
10. Therefore this FORUM is my only means of communicating with you!! THIS IS CRAZY MAKING!!!! I WANTED TO DO A PPI TONIGHT ON A PROBLEM I NEED TO RESOLVE ASAP AND INSTEAD I AM SPENDING ALL MY TIME GOING IN ENDLESS LOOPS AND NOW I have to wait -- probably until tomorrow -- to hear back from you and get help.
11. I have to say that I agree with those on this thread who, like me, have used Acronis for years and still find it confounding, frustrating, and generally unworkable. If True Image 2015 and its associated products, AND the ease of accessing customer support, don't improve this year, that is IT for me.
10!!!!!!!!
I switched to Macrium Reflect a couple of years ago and have been very happy that I did. Much faster than True Image, and I have never even needed support.
Thank you SO MUCH for your helpful response, Jim. I will Google Macrium Reflect right now. May I ask why you are still participating in the Acronis Forum? Are there other Acronis products that you still use and like?
It is the weirdest thing, cuz on the surface True Image seems very user friendly. But i have been pulling my hair out trying to (a) understand how to use it (b) deal with its bugginess.....since 2011. Enough is enough!!! Again, thank you for your prompt reply. I just bought a new computer and it is a perfect time to switch to a different program.
Yes, I agree. I tried very hard for quite some time to like Acronis. Especially since it continually gets high ratings. It is weird. And I continue to get email notifications from this thread, simply due to having posted in it years ago. Usually, I just delete them, but you sounded so frustrated that I just couldn't help but jump back in this time.
One caveat with Macrium Reflect - the free edition only allows for full image backups. Try it and see how you like it, then you can pay for the pro edition to unlock its full potential.
Another attractive free option is Aomei Backupper:
http://www.backup-utility.com/download.html
I've gone from Acronis to it and so far it works well. The free version is very fully featured compared to the other free options (like Macrium).
Jim, thanks for the further info about Macrium Reflect. I am for sure going to take a look at it. I got an email from Acronis asking if the problem I had done a Chat about had been resolved; I said no and told them specifically why it hadn't. I got back one of those all-too-frequent Acronis emails where customer support politely answers a question you didn't ask, and ignores the one you did.
Mike, thanks for the suggestion. I will definitely check Aomei Backupper out. Sorry I didn't thank you sooner....I've been super busy cleaning up my old DELL C-drive and copying files manually to a WD My Book external drive -- racing against time -- I keep getting those blue-screen-error-message freeze-outs. But I made it! I got everything sorted out -- had tons of duplicate manual backups here and there -- and I got everything organized and backed up, and as of midnight tonight I have not yet gotten the Blue Screen of Death. Tomorrow I start loading stuff onto my new Lenovo. Whoohoo!
I have been using Acronis True Image from 2010 (I think) to 2014. Too slow, it was slowing my machine when the synchronization was on. Too buggy and numerous time, the validation was wrong so I had to do it again. And no that was not my HDD.
So I decided that now I will use AOMEI. I use the free one and the backup of my new fresh installation of Win10 Pro on a SSD was so simple and fast. Sorry Acronis.....
I have ATI 2013 and had a very serious problem with restoring a full disc archive (the restore function just failed without any error messages). So I contacted support...
In short: since the ATI 2016 trial version was able to restore my 2013 disc backup I will not receive any further support and the purchase of 2016 is the only solution offered by Acronis support.
This is hard to believe for me: how can Acronis support only the creation of backups and not the restoration of backups? What is the sense of making backups then? Creating valid archives but with no possibility to restore them?
All I was asking is a workable solution which does not cost me more money than the long list of (useless) upgrades I already spent. I paid for a backup solution which appears to be useless now. ...unless I pay for another upgrade.
No need for me to have new features, no need for 'enhancements' (another change of the UI), no cloud storage. Just a working hard disc restore.
Maybe Acronis will respond to my complaint here, maybe not. But I am not amused right now...
I call your tech support hotline in HK but no body pick the phone. May I know how to do or I want to go to your HK office to solve the problem.