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TI2018 - Access to Acronis Account fails from GUI

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Hi,

I can't access to my Acronis Account from TI2018 GUI, despite the account works from web, the App is regularly purchased, installed, activated etc.

I always get an error "Error during access. Retry", but neither explanation or solution is given by the GUI and/or the KB; a screenshot is attached (OS Win10 x64).

How to unblock/enable the access?

Many thanks in advance.

PMS

 

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Paolo, welcome to these User Forums.

Are you using a Proxy Server on your Internet connection for this computer?  If so, there are known issues with some Acronis functions when behind a proxy server.

I would recommend downloading the MVP Log Viewer tool (from the Community Tools link below) and use this to check the ATI logs for any error messages.

For example, on my computer, the ZMQ_Client_Connections log shows the following line:

CheckAddressIsReachable: Connected to host tcp://185.151.161.13:7783 for 53 milliseconds

Where the host address is an Acronis server in Switzerland.

Other logs may also show useful information, such as the TI_Console log where I see:

05/02/2018 13:40:52 :615  +00:00 10576 I00000000: CompleteInAppUrl: http://www.acronis.com/redirector/products/atih2018/ap/rss?... (trimmed content).

If you still have a problem, then please open a Support Case direct with Acronis who can do further checks of your Account credentials etc.

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Paolo,

I'd also recommend applying the solutions from Acronis True Image: Sign In at Program Start Fails 

Please let us know the results. Thank you! 

The linked KB gives a page not found error due to extra characters in the URL.

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

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Thank you, Steve! Edited the comment, not sure what happened with the inserted link - clicking on "Source" in the editor didn't reveal additional symbols (usually it does)