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Account "OFFLINE" Cloud "OFFLINE"

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I purchased Acronis True Image 2017 yesterday, 12.21.16.  I set up a File backup and a PC backup locally to a hard drive and it appears to have worked.  I then tried to setup and perform a PC backup to the Cloud but there was an "OFFLINE" posted beside the Cloud symbol on the backup page.  There was also a message located between the PC box and the Cloud box saying the user id or password had been entered incorrectly.  I went to the Acronis website and signed into my account and everything appeared to be normal, at least for a newbie to Acronis.  This morning I tried to do the Cloud backup again and now I have a Accout OFFLINE on the account page.  What can I do to get the Cloud backup to work and remove the OFFLINE messages from the Cloud backup page and the Account page?

 

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JoeRob, welcome to these user forums.

It is possible that you may have made a typing error when entering your account details in the ATIH 2017 GUI if you are able to signin on the web page without problem but are not online in the GUI.

On the Account page of the GUI, click on your email address shown and you should see a menu with the option to Sign out offered there - click on this to sign out from your current credentials.

Next, try signing in again, making sure that you have both the correct email address and password then see if you are shown online after that.

If you still have problems, then in Windows Explorer, navigate to C:\ProgramData\Acronis\TrueImageHome\OnlineBackup then open the config.xml file you will find there in Notepad.

Delete the encrypted password shown in the line <OBSessionPassword>.....</OBSessionPassword>

I would recommend closing down the ATIH GUI while doing the above, then open it again when done - you should then be asked for your password on the Account page.

Steve, thanks for your great suggestion.  It worked.  I just did it and began my cloud backup.  Many thanks again.

JoeRob, thanks for the positive feedback, glad to hear all is working as it should now.