True Image Home 2010 does not backup to DNS-323 NAS

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I'm getting a little frustrated by the lack of response from technical support (over 1 month and all I've received is an automated acknowledgement that my query has been received), so I thought I'd try here.

I am unable to backup to my NAS (a D-Link DNS-323) using True Image Home 2010 on Windows 7.

Via SMB:
Backup location entered as UNC pathname or as a mapped drive; both with an without NT authentication. I have entered my username credentials as E6400\James (E6400 being my computer) and NAS\James (NAS being my NAS). I have also just entered my username as James (as that's how it's locally stored on the DNS-323. It just won't work.

Via FTP:
My FTP directory is ftp://192.168.1.6/data/james/backups. When I enter 192.168.1.6 as the FTP connection, then "test connection" it initially works, then fails to write to that directory. When I enter the full path, it fails authorisation. I know the credentials are correct as I use Filezilla all the time.

Can anyone help with this?

I'm truly disappointed that this (not cheap) product doesn't just work out of the box and that technical support have failed to address this problem within an entire month. Very much regretting choosing this over Norton Ghost for the sake of a few dollars...

mer 03/02/2010 - 03:02
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Hello James,

I'm sorry for the inconvenience you experienced in this situation. Let me assist you to resolve the issue.

Generally, the product should be able to access the drive in both ways you mentioned, but we have faced some issues where network configuration (permissions for NAS especially) do not allow one to connect and access network. Thus, I would like to ask you to try one thing:

Please set your NAS as password protected, then try to access it in the same ways, this should help.

If you're still not able to save your backups to the network, let's investigate the issue and do the following:

1. Collect Acronis Information from your PC:

- Download the file;
- Run the downloaded file
The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved.
Running AcronisInfo may take up to 5 minutes.

2. Collect PCAP logs as it's described in this article.

Then respond to the automated response you received per your case. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the issue appears and the link to this thread. Then please provide me with the case number you receive from our system, so I can pick it up and speed up the process. We will do our best to investigate the problem and provide you with a solution.

Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.

Best regards,

ven 05/02/2010 - 11:26
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Commentaires: 2

I am having the "exact" same problem - however my NAS is an Iomega Store Center. I attempt to create a backup and it prompts me for authentication. I supply the correct username and password and it continues to prompt. I have called support and I have had a ticket open for over a month (Case 00482935) - they asked for the adv-report.zip file about month ago - I sent that to them and have heard NOTHING! PLEASE tell me that you can help me. Please tell me that there is a solution. This worked perfectly backing up to the Iomega NAS until we updated to Acronis 10 on Windows 7.

Thanks

jeu 18/02/2010 - 21:53
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
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Commentaires: 1342

Hello Bob,

We're really sorry for the delay with the response and for the difficulties you've experienced.

As I can see, your case was escalated to Tier2 support, so I've contacted their manager and your case will be handled as soon as possible.

Once again, please accept out profound apologies for the delays. We'll do our best to prevent such situations from happening in the future.

Thank you.

jeu 25/02/2010 - 14:21
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Contributions: 1
Commentaires: 5

I just purchased a D-Link DNS-321 NAS. Has dual 2TB drives on it. Windows 7/64, running Acronis Home 2011. I have no problems backing up or recovering from the NAS.

Please read up on various forums including D-Link for setup of the NAS. I have it running EXT2 files and Jumbo Frames at 9000 on a gigabyte ethernet directly from my motherboard.

I set up and diagnosed issues until I could access the device myself before introducing the Acronis application. As long as I could access the drive myself, Acronis could as well.

Please note that the DNS-321 performance is terrible, but works. If you spend more on an NAS, you will probably get better performance

ven 12/11/2010 - 21:44