True Image 2021 - cloud backups have dissapeared
Hello everyone! Acronis True Image 2021 is installed on my computers and selected files are backed up weekly. Yesterday I discovered that the cloud was completely empty, all the backups had disappeared. What could be the reason of this? Every time I try to send a request from my personal account to Support it is redirected to the Russian company "Сyberprotect", where I get an answer that they do not provide Support for AcronisTrue Image. I don’t understand why this is happening and how I can send a request to Acronis Global. Also if it is important, Russian backup server was set when I installed the program, maybe now there are some restrictions? Now one of the PC's is located in Spain and the other one is still in Russia. Thank you.
Dear Jose Pedro, I have uploaded requested files to the FTP provided me by email, check it please. Thanks a lot for the assistanse!
Valentin Poliakov wrote:Dear Jose Pedro, I have uploaded requested files to the FTP provided me by email, check it please. Thanks a lot for the assistanse!
Hello!
I have notified our support.
You can expect a reply as soon as possible.
Best regards.
Hello,
Do you have any news on my case? As I have no backups at all now, do you think it's a good idea to update my Acronis True Image 2021 to the last Acronis Home Office version and try to create a backup at one of EU server instead of RU server? Or is it better to wait for an analysis of the incident from technical support?
Thanks
Valentin Poliakov wrote:Hello,
Do you have any news on my case? As I have no backups at all now, do you think it's a good idea to update my Acronis True Image 2021 to the last Acronis Home Office version and try to create a backup at one of EU server instead of RU server? Or is it better to wait for an analysis of the incident from technical support?
Thanks
Hello Valentin. I would advise you to hold a bit so an analysis can be made.
I have informed our support to prioritize the case. You can expect a new email as soon as possible.
Best regards.
Hello,
Yesterday I had a remote session scheduled with a technical support specialist. I don’t quite understand the reason, since no errors occur locally on the computer. But I agreed and was ready at the appointed time. No one called me or responded to my email. There is still no feedback or information why nobody has contacted me.
Valentin Poliakov wrote:Hello,
Yesterday I had a remote session scheduled with a technical support specialist. I don’t quite understand the reason, since no errors occur locally on the computer. But I agreed and was ready at the appointed time. No one called me or responded to my email. There is still no feedback or information why nobody has contacted me.
Hello Velentin!
Thanks for updating the thread.
I have requested the team to contact you as soon as possible.
Please accept our apologies for any inconvenience.
Best regards.
Hello, I made a reservation on Monday. The session was scheduled for Tuesday 24.10, the telephone number was entered by me when booking using your link. I even received a confirmation email. No one called me again. What does it mean?
Well, I have scheduled another session for this coming Sunday. New Booking ID: BKNG-SBHAT8930KJY My contact number was indicated when booking, but I also duplicate it to the support.
Meanwhile, on one of the computers the situation changed. On a computer located in Russia, when trying to make a backup, a certificate error is now displayed. I suspect this may be related to sanctions for Russia? Perhaps I should reinstall the program and configure it to use the european server?
However, on a computer that is located in Spain and also backs up to a server in Russia, backups are still performed weekly without errors, it is indicated that 200 GB is available for recovery. But in fact, there is nothing in the cloud.
The most important thing for me is that all the backups in the cloud are gone. There is no limit in the settings on the storage period for backups. The main thing for me is to understand why this happened. And is there a chance that this will not happen again if I create a backup again on one of the european servers.
I am attaching some screenshots for you.
Best Regards,
Valentin Poliakov
I don't know why, but I can't add screenshots here. I sent them to technical support by mail.
Valentin Poliakov wrote:I don't know why, but I can't add screenshots here. I sent them to technical support by mail.
There is an issue with the forum and at this moment the function to add those screenshots doesn't work. I can see the issue is being analyzed internally at this moment.
You can expect a reply asap.
Thanks.
Hello, finally I was able to solve the issue, thanks to Anna Pospelova from T2. It was really related to Ru server, we recreated the backup from a new trial account at EU4 (Germany I think?), transferred the license from the old account to the new one and everything works now. To save the backup settings, I recommend to save the %programdata%\Acronis\CyberProtectHomeOffice\Scripts file before you change anything. It has a lot of useful settings inside. Thanks to T2 Support Team!
Valentin Poliakov wrote:Hello, finally I was able to solve the issue, thanks to Anna Pospelova from T2. It was really related to Ru server, we recreated the backup from a new trial account at EU4 (Germany I think?), transferred the license from the old account to the new one and everything works now. To save the backup settings, I recommend to save the %programdata%\Acronis\CyberProtectHomeOffice\Scripts file before you change anything. It has a lot of useful settings inside. Thanks to T2 Support Team!
Hello!
Thanks for updating the thread.
I am glad the issue was solved and that our engineer managed to help you accordingly.
I will forward your message to the team.
Best regards.