free support?
my upgrade purchase is only 6 weeks old and i'm being told my support has expired and have to buy a pay per incident now.
is that correct the support is only 1 month?
Well I would say not being able to back up to an NAS is a big bug for a lot of people here.
I just got a QNAP TS-219P II and saw in advertising by QNAP that Acronis was supported at least at one point and now it isn't?
There seems to be a number of others that aren't as well.
Hello Steve and Pat,
Thank you for your posts and I want to thank Pat for his help.
Steve, let me provide you with additional assistance.
I would like to ask you for additional information. Could you get back to me with the following information:
1. Detailed description of your steps.
2. How do you enter your credentials.
3. AcronisInfo report.
4. Screenshots of any error messages.
Please let me know if you have additional questions.
Thank you.
==> my upgrade purchase is only 6 weeks old and i'm being told my support has expired and have to buy a pay per incident now.
welcome to the club. There are entire threads on this issue. What is interesting is that Acronis is trying very hard to not comment on the issue at all... Notice Anton's request -- he will help you, but out of the normal system and not comment on the policy. I think it is now policy to not comment on the policy. The first rule of fight club...
Ok I’ll start at the beginning.
I previously had ATI 2010 installed and it was having problems. I’m not sure if it was the USB attached drive or not. It could also have been from a bad reinstallation I did after deciding I didn’t like ATI 2011
I bought ATI 2011 and when I installed it the first thing I noticed was the calendar was gone. I really liked that so I could see if the backups were completed with or without errors so I removed it or so I thought and put ATI 2010 back in. after that it seemed like the problems with failed backups just kept getting worse.
Due to that I decided to finally invest in a NAS unit thinking the backups would be faster and cleaner than with the USB attached drive. While looking around for the NAS I found Acronis listed as compatible with the QNAP products. I also saw a few other features their product had that I liked.
I wanted to see one before I made the purchase so while on a trip to California I visited there office to talk with them about it.
By this time I had purchased the new ATI 2012. It looked good in the beginning and was doing successful backups but I noticed the progress indicator running in the system tray when it shouldn’t have been and then I noticed failed backups in the log to a drive that didn’t have a schedule to run.
After contacting support several times they had me run a schedule cleaner. Zap task or something like that. It finally fixed that problem.
Ok now I receive my new QNAP TS219P II. I installed the new drives and got the latest firmware for it and got it so I could see it with Windows Explorer. I mapped several directories to windows and assigned drive letters to them.
The upgrade purchase I made for ATI 2012 was version 5545. When I opened it for the first try with the NAS I was informed there was a new release so I downloaded it and it installed it that was version 6131.
I selected my backup directory on the NAS X: and created a new schedule for it. Not long after that I was informed the drive didn’t have enough room on it and to delete some files to make room although there was plenty of room there it has 2 1TB drives installed in a raid 1 configuration but I deleted the failed backup and tried it again. When it hit the same problem there was a choice to ignore it and continue. Eventually it failed again not sure why now I can’t remember. But I did enter in the user and password for access.
I tried it several more times with no luck so I went to delete the schedule. It wouldn’t let me delete it but there was an option to hide it. I was afraid to use this because I would end up with the same problem I had after the initial install with a schedule running that didn't exist.
That is when I soon found out that the original scheduled backup to the old USB drive was now having the same problem of not enough room on the drive. Again there was plenty of room it also is a 1TB drive. It had a full backup on it and several incremental backups too.
So now I was dead in the water so to speak. I ran the schedule cleaner again and zap task but that didn’t work the two scheduled tasks were still there.
This was over a weekend so no live support would have been available I removed version 6131 and reinstalled the 5545. I had trouble registering it again and had to get a trial key. Once running I was able to use my upgrade key and the key I had from ATI 2011 that I really never used as I went back to 2010 shortly after the 2011 purchase.
Once version 5545 was working I set up my original schedule on the USB drive and started there from scratch. After several failures with 6131 I didn’t trust the files anymore so I deleted all previous backups.
I looked at setting up another schedule with the NAS and noticed there was a NAS listing on the drive choices drop down list but there was no drives listed under it. I could still see the mapped drive letters. Leary of getting things jammed up again I just started reading the forum topics on this problem and also at the QNAP forum and found out that since the swap from 2011 to 2012 something changed in a major way and ATI was no longer compatible with QNAP products and from the forum I could see that there were also problems with several other brands of NAS.
And that brings us to now.
You want me to run the scheduled task again and try to capture all kinds of information for you. I’m not sure if I want to do that for fear of mucking it all up again. Anyway I still have version 5545 installed to avoid the drive full problem.
ARE YOU WILLING TO TURN ON MY FREE SUPPORT AGAIN??????
JUST INCASE THIS GETS TO BE MORE PROBLEMS?????????
Well id did the screen shots at least for a back up now only without a schedule. i added the credentials and tested the connection and it passed but indicated the connection had been lost. see atached pictures.
had i done it this way before instead of trying to set up a schedule i might have save myself a lot of time.
i just hope this didn't jam something else up.
Steve,
Have you tried accessing the drive via UNC or IP rather than mapped share?
No I hadn’t tried that. I guess I didn’t know that was a possibility.
Seems to be trying anyway. I won’t know if it succeeds for a while.
well i just got my answer.
see pictures
Failed again
it did indicat a connection on the test as did the mapped drive
I saved the log file of the failure.
it is zipped see attachment
thanks
Steve
And now I can't delete the failed backup from the list. it is waiting for me to click the backup now button and won't go away until it succeeds with the backup.
How do i get rid of it now?
Hello all,
Thank you for your posts and thank you very much for your kind assistance everyone.
hhansard, our Chief Customer Officer recently explained our support policy regarding 30 days after sales support, please find it here.
Steve, I am terribly sorry for the inconvenience. I would still recommend to download and install the latest build 6131 so that we can help you with troubleshooting this issue. After that, please contact our Support team so that we can properly investigate it. We have different support options available and if it turns out to be a known program issue we will refund the support fee. We also provide support for recovery issues free of charge.
To get rid of the backup task I would recommend the solution from this KB article - step 2 unregistering tasks.
You can always send your feedback to our Customer Listening System via this link or contact our Management team directly at managers@acronis.com
We really appreciate your feedback and if you need additional help please let me know
Thank you.
Try backing up to the IP address of the NAS (ex. \\192.168.1.1\share).
Try backing up to the IP address of the NAS (ex. \\192.168.1.1\share).
Where do I enter this path? Are you refering to an FTP transfer?