Cannot connect dashboard resources section

Jaggar, welcome to these public User Forums.

Please try a different approach to opening the Dashboard.

In the main ATI 2021 GUI panel, open the Account page, then click on the link for the Dashboard shown there.

Note: you must be signed in to your Acronis Account as shown in the top right corner of the Account page.

Hello Steve and thank you for your response.

I tried to access the resources section in two ways:

- From my customer area on the site (the first screenshot attached) and it asks me directly for a username and password (third screenshot), just after having "provisioning your account" (second screenshot).

- From the software itself (I am well connected with my email address at the top right, like you) and this leads me to the dashboard: I have access to everything except the resources section (the last screenshot attached) or it redirects me to a request for a username and password (third screenshot, like the first way).

It's still curious, isn't it?

A small clarification that could perhaps help you: in the software interface (bottom right of your first screenshot) I always have the possibility to indicate my product key (something I did several times).
After filling it in, it simply tells me that it is correct and corresponds to ATI 2021 3 workstations and 1 TB of storage.

Thank you for your help.

Jaggar

Update: I also tried to access the resources section dashboard from another computer and through several browsers (Chrome, Edge and Internet Explorer).

Jaggar, if your access to the Dashboard is working from the GUI Account page but you are then asked for an email address and password to access the Backups listed in the dashboard, then this, to me, suggests an issue with your Acronis Account that you will need Acronis Support to investigate and resolve.

When I click on Backups in my Dashboard, I am shown all the various backups from my different PC's without any further request for access credentials.

Thank you for taking the time to help me, I appreciate it.

To clarify: this is not the "Backups" section but "Resources" which asks me for a username and a password.
Moreover, in the software interface, I can access the dashboard only when I click on "browse my data" (when I click on "open the online dashboard" it asks me directly for a username and a password on the site).

I tried to disconnect and reconnect my username on the software itself, it didn't change anything.

So I created a ticket to support (they are also there for that after all) to explain my problem to them.

When I have a solution (hopefully quick), I will update my post to give the solution.

Until then, good luck and thank you Steve!

Jaggar

Hello,

I take the liberty of writing to you again because the technical support is walking me a bit.
I feel like they don't understand my problem.

I will try again to present my problem to you by being very clear and precise (and more simply).

I wanted to follow this documentation: https://kb.acronis.com/content/56529

I click on: https://trueimage.acronis.com (to access the dashboard).
He asks me for my username and password: wrong password.
I click on: password forgotten.
He tells me that my account does not exist.

My Acronis account does exist, however.

I have access here: https://account.acronis.com (OK)
But not there: https://trueimage.acronis.com (NOK)

In summary :
Acronis account on the customer site: OK.
Acronis account on the dashboard: NOK.

The support ticket is still in progress, I await their return.

Thank you in advance.

Jaggar

Jaggar, I am able to use my same Acronis credentials for both of the different Acronis websites with no problem, which would again suggest that there is an issue either with your account or else with the coordination of your account between the different Acronis websites??

Unfortunately, only Acronis will be able to resolve this type of account or web issue for you!

One option might be to create a new Acronis Account (with a different email address & password), then transfer your existing ATI licenses to the new Account, and see if that will resolve this issue?

See KB 60806: How to move a license to another account - for details of how to do this.

Hello the forum!
Happy New Year 2021 :-)

I bring you news, as promised.

Support FINALLY solved my problem and activated my access to all the different sites (dashboard, account, etc.).
I had no explanation other than "sorry this is a mistake on our part".

I admit that I am very disappointed with the support as a new customer.

First, I'm supposed to have "premium priority" support and they took ONE MONTH to fix my issue.

Second, I wrote / detailed / researched / argued in a very cordial way why I thought (and was certain) that this was a problem with my account and not a software issue (relative to my installation / configuration).
Support NEVER commented on my research: they just repeatedly asked for logs and details of my system to be able to "escalate my ticket".
I had to purposely install third-party software to send it all (knowing it was unnecessary).

Terribly frustrating when you spend a lot of time researching and giving quality explanations.
All these exchanges for finally, a month later, to tell me that the problem came from them.

SERIOUSLY?

I wanted to say :

"OBVIOUSLY, that's what I'm killing myself to explain to you from the start.

And you waste a lot of my time asking me to send a bunch of logs with software that I don't want to install.

However, I had asked you, please, to simply forward my request to the accounts department."

But ... I didn't say anything in the end, I didn't want to get upset anymore.

Finally, the only positive thing: they credited my license with an additional month.
That being said, I think that's the least of things to have walked around for a month.

In any case, everything is working now.

Thank you Steve for kindly advising me.

If we only have to remember one thing: connection problem to the dashboard = support ticket (with a LOT of patience in stock).

The best of wishes for the future.

Jaggar