Online recovery broken again? Error 500

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Commentaires: 2

When clicking "Recover my data", I get Error 500. When I reported the problem I was asked to try again in a days time!!!! Utterly useless.

jeu 27/05/2010 - 14:03
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Commentaires: 3268

Hello Jason!

Thank you for reporting about the issue.

Unfortunately due to the lack of investigation information it is hard to identify the issue. Could you please specify us the following information? 

  1. Please 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)

  2. Specify the approximate time and date when the error occurred

  3. Obtain System Report

This information will help us to identify the cause and provide you with the solution.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

jeu 27/05/2010 - 20:12
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Contributions: 2
Commentaires: 2

So to summarise, this is happening when using the web interface for the online backup system. I am logged in, and when selecting "Recover my data now ", I get a the following message:-

"Error 500
If you have further questions, please feel free to contact us at webmaster@acronis.com.
Click here to continue."

I can re-create this problem from ANY pc from ANY location, both from home and at my work offices.

Here is the output from your diagnostics commands:

Pinging storage3.acronis-hosting.com [209.239.125.153] with 32 bytes of data:

Reply from 209.239.125.153: bytes=32 time=97ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=99ms TTL=50
Reply from 209.239.125.153: bytes=32 time=99ms TTL=50
Reply from 209.239.125.153: bytes=32 time=101ms TTL=50
Reply from 209.239.125.153: bytes=32 time=95ms TTL=50
Reply from 209.239.125.153: bytes=32 time=97ms TTL=50
Reply from 209.239.125.153: bytes=32 time=97ms TTL=50
Reply from 209.239.125.153: bytes=32 time=98ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=113ms TTL=50
Reply from 209.239.125.153: bytes=32 time=98ms TTL=50
Reply from 209.239.125.153: bytes=32 time=97ms TTL=50
Reply from 209.239.125.153: bytes=32 time=95ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=101ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=95ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=100ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=95ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=101ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50
Reply from 209.239.125.153: bytes=32 time=96ms TTL=50

Ping statistics for 209.239.125.153:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 95ms, Maximum = 113ms, Average = 96ms

Tracing route to storage3.acronis-hosting.com [209.239.125.153]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.215.50.1
2 <1 ms <1 ms <1 ms xxxxx1-internal.xxxxxxx.com [10.10.175.1]
3 1 ms <1 ms <1 ms xx.xx.xxx.130
4 * * * Request timed out.
5 5 ms 1 ms 1 ms xx.xxx.15.205
6 1 ms 1 ms 1 ms xx-34-52.ebr2.london1.level3.net [4.69.139.97]
7 70 ms 70 ms 70 ms xx-42-42.ebr1.newyork1.level3.net [4.69.137.70]
8 70 ms 70 ms 70 ms xx-4-4.ebr1.newyork2.level3.net [4.69.141.18]
9 70 ms 72 ms 70 ms xx-1-100.ebr2.newyork2.level3.net [4.69.135.254]
10 90 ms 91 ms 103 ms xx-2-2.ebr1.chicago1.level3.net [4.69.132.65]
11 101 ms 93 ms 91 ms xx-1-100.ebr2.chicago1.level3.net [4.69.132.42]
12 183 ms 214 ms 215 ms xx-4-4.car2.stlouis1.level3.net [4.69.132.189]
13 129 ms 96 ms 96 ms mesh-soluti.car2.stlouis1.level3.net [4.53.162.78]
14 97 ms 97 ms 97 ms static-ip-69-64-45-140.inaddr.intergenia.de [69.64.45.140]
15 97 ms 96 ms 96 ms ma90048.plusserver.de [209.239.125.153]

Trace complete.

The problem has been happening constantly since midday on 27th May 2010 and quite possibly before that. The problem is still happening now.

I see no reason to supply the other diagnostics as this is an issue with the online backups rather than the fat client.

ven 28/05/2010 - 13:36
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Contributions: 11
Commentaires: 1342

Hello Jason,

The thing is that I've already requested a refund for your purchase Online Backup subscription and it appears that your subscription has been already canceled. You'll get your money back shortly within approximately 5-7 business days depending on the internal operations and policies of your credit organization.

Thank you.

mar 01/06/2010 - 07:22
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