[Resolved] Acronis support e-mails are bouncing back

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I am trying to reply to Alexander Aliev who is working with me on support case 01613321. I tried to reply to his e-mail twice now and I'm getting the following bounce back:

*** This is an automated email from Acronis Customer Central. ***

You have reached an unattended email alias. This inquiry will not be processed by Acronis Customer Central representatives.

If you have an existing support case, please reply to the latest email without editing the subject line to ensure it is routed correctly.

If you do not have an existing case and would like to submit one, please go to http://www.acronis.com/support/ and login to your account. If you do not have an account, please create one and register your product(s). You can then click "Contact Support" in the right column to get to available support options.

--
Best regards,
Acronis Customer Central

For common issues with known solutions please refer to our Knowledge Base at http://kb.acronis.com

The second time I tried removing the part of the subject line at the end in brackets, thinking maybe the subject was too long or the brackets were throwing off something. "[ ref:_ [ ref:_00D30Zcb. [ ref:_00D30Zcb._50050HFgSl:ref ]"

The contact is:
Alexander Aliev

The message I need to get to him is as follows:

I rebooted the virtual machine guest "Onbase" this morning after a few Windows Updates asked for a reboot.

Does the reboot of the VM Guest restart the log file that you need? Tomorrow when it fails I can get you the logs again.

The FilesystemQuiesceFault.summary error occurred last night for VM Guests "Onbase", "MAIL", and "ACTSERVER".

As far as the system in this ticket, "Onbase", I have these recovery points available.

10/13/2012 2.8 GB
10/08/2012 10.4 GB
10/06/2012 11.3 GB
09/25/2012 1.6 GB
09/24/2012 7.5 GB
09/21/2012 2.7 GB
09/17/2012 289.4GB
07/27/2012 1.5 GB
07/23/2012 7.2 GB
07/18/2012 6.4 GB
07/13/2012 6.8 GB
07/07/2012 1.2 GB
07/04/2012 6.8 GB
06/30/2012 263.5GB

The job is scheduled to run 6 days a week. The recovery points illustrate the inconsistency of a successful run of this job.

Mar, 10/23/2012 - 14:50
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Messaggi: 31
Commenti: 1272

Hello KJSTech,

Thank you for your information. I copied your post into the support case.

When answering, please ensure every time, not to modify the subject. In your case this string have to reside in the subject:

[ ref:_00D30Zcb._50050HFgSl:ref ] 

In your last emails I could see this:  [ ref:_ [ ref:_00D30Zcb. [ ref:_00D30Zcb._50050HFgSl:ref ]

So please clear up the subject when resending your last email.

I will lock this thread now. If you have any other issue, please feel free to open a new thread.

When running into any issue regarding Acronis support, you are welcome to use managers@acronis.com for addressing your issue.

If there is anything else, we can do for you, please let me know.

Thank you.

Mer, 10/24/2012 - 08:03
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