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Can't Login TrueImage Program - Solved

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I thought I'd post this solution to an older, similar issue as a separate topic so it would be easier to find.

After installing TrueImage 2018 Cloud version I ran into an issue logging on to an existing Acronis account. This was the first use of the Acronis Cloud for this site. The logon error was not specific:

login-error.JPG

I found numerous suggestions in the following KB:

57042: Acronis True Image: Sign In at Program Start Fails

The initial problem was identified by following this suggestion:

l47145: Acronis Cloud Connection Verification Tool

Turns out that Port 44445 was being blocked by the network provider's router. I adjusted the firewall and verified that all the required ports were open. The problem persisted, even after reinstalling, turning off all security, running the cleanup tool, and everything else I could think off.

I had opened a case which was escalated to the Expert Team. They provided a solution which worked. Evidently there are cases where Acronis 2018 will not recover from the initial issue. I had run into the issue of blocked ports before, with Acronis 2016, however the issue self-corrected after opening the ports. I guess the wise thing to do is to run the Cloud Verification Tool before installing at a new site to insure the ports are correctly opened.

Solution:

  1. Log out from the application
  2. Stop all Acronis services (Start-Run-services.msc, right click on each service, select properties, set to “DISABLED”, then “APPLY”, then “STOP”, then “OK”) (Make note of Start Type for each service for later restoration)
  3. Delete the registry keys - all may not exist (Start-Run-regedit.exe):

          HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\SyncService\Accounts

         HKEY_CURRENT_USER\Software\Acronis\Connections\account

         HKEY_CURRENT_USER\Software\Acronis\TrueImageHome\Recent login

        Change the value of the FOLLOWING key to 0

        HKEY_CURRENT_USER\Software\Acronis\TrueImageHome\Recent login state\SignIn

  1. Delete following folders - all may not exist:
    1. C:\ProgramData\Acronis\TrueImageHome\OnlineBackup
    2. C:\ProgramData\Acronis\TrueImageHome\SyncAgent
  2. Restart PC
  3. Enable all the disabled services (restore Start Type and then restart each service)
  4. Log in

 

Edited for clarity 8-10-18

0 Users found this helpful

Chris, many thanks for sharing this solution - bookmarked for reference!

I agree that this is likely to be most useful for others.

One thing I am not certain of is which key (the one above or below) the instruction to "Change the value for this key to 0" applies to. Could you please edit your post to make it clear.

Thanks

Ian

En réponse à par truwrikodrorow…

Yes, good idea. Done.