Online Backup doesn't work

Nice - no one here knows and support is completely ignoring me.

I'm feeling it's time for a chargeback...

Hello,

i have the same problem since 2 weeks.

Greetz

Finke

same here

What's pissing me off is that Acronis is completely ignoring any emails about this and the only reason I paid for this software is so I would have headache-free online backups.

Acronis, will this be fixed, or will I really have to do chargeback????

actually mine has started back up now ... it seems like it times out - i started a new back up from the "what to backup link" - as a manual backup - I also increased the timeout values to max and the wait between retrys to 120

- Stephen

Where did you find the timeout setting? I only found # of timeouts & time between retries...

that's it

Hello everyone,

We are aware of the issue and working on it, we will release an update with the fix in the nearest 2 weeks. Thank you for the help.

if this helps - my internet connection is from a local supplier - not one of the big names like comcast or tw. So my signal does bounce a lot (but it is cheap ! )

so my problem is that i exceed the number of retries (only 30 allowed at present)

I would be happy if i could increase this number so it just kept on going - rather than me having to keep on restarting the job.

also i find that the status - is not very accurate - it seems to lag behind what my internet bandwidth really shows (I am using tomato firmware on a buffalo router and can measure real time bandwidth).

If you look at a product like carbonite - it will show you which files have been backed up on your windows explorer - no need to go online - it changes the file or folder icon so you can see at a glance what needs to be done - this is a feature that i would like to see in the acronis product.

I also find that when i go to browse my online backup - to see what it has backed up - 50% of the time it will fail to connect.

I hope this helps development a small amount in improving the produce. Whilst I like acronis products in general - i need to feel completely happy with my disaster recovery plan - else i would need to move vendors.

- Stephen

 Hi Stephen,

Thank you for the feedback. In your situation we suggest you to set the reconnect amount to some big number, for example to 99. It is possible to configure from the Options menu in the program.

WRT the ability to show status of the files in the explorer, we have that feature in the list and we consider of adding it at the moment.

Question to everyone: Guys, do you use the ATI Online Backup(with limited OB functionality only) or the full ATI Home 2010? If you use ATI OB, do you have an ability to try ATI Home 2010 in the same conditions?

Thanks for responding Roman ....yes - i have it at 170 - but i still exceeded the count - i am uploading a huge amount - even split into smaller 'bunches' - so far i have xfrd 19GB - but it has been painful getting there !

BTW - I am really pleased to see the acronis staff monitoring and replying to these threads - thank you - gives me faith :)

I am using the full home 2010 product with plus pack

- i do ftp to my work servers - and can transfer 5-6 GB fine- either way - the retry algorithms seem better (ftp-pro) - my bit rate is about the same with either product - I have 5M down and only 512K up - I use QOS (using tomato firmware) to reserve 160K for my ip-phone - and get the rest being used by AOLB - when the internet is idle.

I am happy with the xfer rate (it is what it is ) - if only it did not stop/drop/timeout so much.

keep asking the questions - and I will do my best to try and be helpful - I am available to test any patches (beta) if you desire

thanks

Stephen

ok - so since yesterday - i can log into my on line backup store and browse - but cannot upload any more. I have rebooted - tried single file backups - but always get the timeout expired errors in the log. - My internet is fine - obviously as I can log in and browse.

any ideas - Roman ?

Having similar issues, Using Full Home + Plus Pack.

What would also help if the status could actually give a little more information. Maybe when you open the show progress dialog it tells you what file it's currently on?

Currently I just get running 0% complete!

I have ATIH 2010 and Plus Pack running on W7 64bit. I set it up with what I thought was a small sample, several GB, but it has not done much. I rebooted and changed the sample to 20 MB. I have restarted it repeatedly and it is showing 249.9 GB free space. It has uploaded a few shortcuts and that's it.

Noting above that they hope to have a fix "in a couple of weeks" I am sure Acronis will restart our subscription from the date that they have a product that actually functions, or they will refund our money if they cannot fix it.

It is unfortunate that I must now contact my clients who I urged to try this option and tell them not to bother. It makes me look bad. It will also be fixed AFTER the offer expires. Pretty poor work.

I'm having similar problems. Increasing the timeout and retries doesn't seem to have any effect other than extending the time it takes for the backup to ultimately fail.

 Hello Stephen, Kirk, Bob, Kenneth and others,

Thank you for your help, at the moment we are still investigating the problem and trying to reproduce it on our side. Looks like because of the  significantly increased load on our Online Backup servers we are facing with the problem of the perfomance of the servers at the moment. This is not a hardware luck, looks like this is a software problem. I hope to get some news for you later today or tomorrow. And will surely keep you posted. Once we get it fixed, we will update servers.

 Hello Guys,

I've added the strings to the file (inside the main tag as opposed to just appending it).

Backup now seems to be working, thankyou - Its been running for about 6 hours now.

One comment. Could you increase the size of Operation progress dialog? I can only see one line of the 3 with a set of up and down arrows to scroll.

Follow up - It ran from 03:40 GMT to 10:42 GMT and transferred serveral GB of data.

It then stopped because of a warning "Request Result Error".

I've set it running again but so far its not showing any details

yes - mine will start running - then i get a service error - reported by Microsoft and the task closes - I did not capture the error - but will next time ....

has anyone tried retrieving any of the data they have tried to upload ?

we are all concentrating on getting data to the server - I just wondered :)

Groucho - what we have done is insert this text into the two .xml files at the above given location - this is done by opening the xml file at that location in notepad - and the next directory down (probably your email address) - and pasting the 3 lines in - make sure you paste in the correct spot - i.e. a tag starts with

and closes with

- so paste the lines in after one of the closing tags (/fieldname)

Since it doesn't work 100% yet - probably worth waiting till more information is forthcoming anyway.

- Stephen

 Stephen, i beleived we have fixed that problem and we will release build of stand alone Acronis True Image Onlien Backup in a week or two.

Bob, we have found the reason of the problem "Request time out" and already applied the fix. the fix is on the backend of the solution and being tested at the moment. The point is that we are not able to roll out that fix very quickly, the system reqiures deep testing. afterwards we will be replacing components of the system one-by-one, since it is a distributed system. So, we are talking about timeframe like a week or week and a half.

I've requested for Acronis to refund my payment for online backup and not charge me again until it's working - my emails have been ignored.

Now I'm receiving an email from Acronis saying pay up for online backup. Is their customer support completely ignorant?

Roman, thank you, the modification you gave to the client side seems to have also made it possible for the backups to start running even with the time out problem. I've now backed up 6Gb, I won't say successfully till I actually try and retrieve the backup!

Hello all,

Ivan, we're really sorry for the difficulties you've experienced. We'll do our best to prevent such situation from happening in the future.

I've found that you have an open case that was escalated to Tier2 support. I've just contacted their manager, and someone of our experts will take care of it as soon as possible.

If they won't be able to resolve the issue, we'll surely cancel you purchase, so don't worry about it.

Once again, please accept our profound apologies.

Thank you.

After weeks of trying to get the online backup to stay up & running I stumbled across this:

 "Hello Guys, We are still working on the issue at the moment. Since fix of the system and testing it afterwards is a time consuming operation(actually testing takes most of the time),I want you to recommend the following workaround at the moment.

Please open the following folder(for Win7 and Vista) C:\ProgramData\Acronis\TrueImageHome\OnlineBackup\

and for WinXP:

C:\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup

Find there all config.xml files and add there the following strings to each file:

300 So, then try to start the operation. "

 I made added this change to the config file and it's been up & running for about 20 hrs straight now and still going!...Working as I hoped at this point. Maybe Acronis updated their end too but this seemed to solve my TIMEOUT issues.