No conection to the Online Backup

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Forum Member
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Commentaires: 35

Hello,

i use Acronis Online Backup. My Account will extend every Month. In the Webinterface of my Acronis Account is displayed that my account will be expired on 13 th January 2010. My problem is that i can't connect to my online backup via True Image 2010. If I want to connect i receive the message "Abbonement expired, please update your abbonement". My Abbonement is updatet. What can i do?

dim 20/12/2009 - 08:40
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Commentaires: 942

Hello Jörn,

I understand the question and will do everything possible from my side to solve the issue.

We need some diagnostic information to in order to investigate the issue. After you collect all requested information please create a new support case.

Collect the following files:

\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup\<user_email>\client.crt (Windows XP)

Or

\ProgramData\Acronis\TrueImageHome\OnlineBackup\<user_email>\client.crt (Windows Vista\Windows 7)

These files shows if you have a valid certificate. You can double-click to open it in Windows and check the below field:

Valid from [DATE when it was issued to DATE when it expires]

If the certificate shows incorrect information (e.g. the expired certificate was not updated automatically with a newer one) or is somehow corrupted, you can delete client.crt file and reconnect to Acronis Online Backup. The most up-to-date certificate will be downloaded to the machine.

If the certificate is not downloaded automatically, close Acronis True Image, then reproduce the problem and get Wireshark log (see Collecting PCAP Logs) for the process of starting Acronis True Image and logging into AOB.

If the certificate is OK, but the errors in the log show that some server is not available then create C:\Acronis\ folder and get the output of the below commands (from Start -> Run -> cmd):

ping -n 50 storage3.acronis-hosting.com > C:\Acronis\ping.log

tracert storage3.acronis-hosting.com > C:\Acronis\tracert.log

(get both ping.log and tracert.log files)

Also please attach Acronis System Report.

Let me know if you need further assistance.

Thank you.

lun 01/03/2010 - 07:53
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