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Intermittent Issues with Global Email Notifications (setup in Cloud Dashboard Console)

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I have "Global" email notifications setup in the True Image Cloud Dashboard / Console, and this is the second time in the last few months that they just stopped for some reason. The last time, they started back up within a week or so, but now it's happening again this week and I haven't gotten notification emails since some time last week. Checked my email spam / junk filters and nothing there either. Even added a second email address to see if that would re-save the config and/or solve an issue with my original email address, but same results. I've been getting emails daily, for the 4 computers backed up on this account (which are running various builds of ATI 2020), and the Cloud Dashboard shows that the backups are completing successfully, but no emails again. No significant changes have been made on these machines or on the network they are running on. I'm guessing this could be due to some updates or maint on Acronis' servers? Anyone else having this issue? Btw, I LOVE this feature, and being able to set them up here for all Cloud Backups! :D And yeah...I'm one of those guys who needs to see b/u notifications every day lol ;)

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Jeff, welcome to these public User Forums.

I am still getting some email notifications though until I run another backup, I can't remember if these are just from the email Notifications set in my ATI backup tasks, or from the Cloud servers, or both.  I should be getting both types of notification!

There have been some issues with the Dashboard servers since Acronis introduced changes to them back on 22nd October which has impacted hundreds, possibly thousands, of ATI users with 2017 thru 2020 versions, where this includes loss of an task notifications and many other settings.

I would recommend sending a private message to Ekateria (Forum Moderator) to ask her to check your Acronis account notification settings at the Acronis end.

Quick update, one of my backup tasks ran a little earlier and I got the task email notification come through fine but nothing from the Cloud servers even though that is configured to send me such notifications!

Steve, I set the local console Notification settings for each PC I'm backing up to an email address that is different than my primary account address in Acronis. That way I know which part of the Acronis service is sending the message. I think the email address that is set in the Online Dashboard requires the MMSM service to be running on the target PC's. All of my PC's in the Online Dashboard currently show "Offline" since I've disabled that service (as many of us have) to stop the issue with my backup settings being reset to some random defaults. I've not received messages from the Online Dashboard address since I disabled MMSM. BTW, the issue of the mail Notification service not working in the lastest 22500 release was a red herring. I apparently didn't remember the correct SMTP server password for my own mail account. Once I corrected that, the local console running on the 22500 build started working fine.

Chris, that is a good point about the MMMS service - I have definitely set it to disabled / stopped on most of my computers after having all my backup tasks reset again yesterday following the install of build 22510 which reset that service along with all my tasks!

I also use a separate email purely for my ATI email notifications so these are easy to identify.

Based on some of the other threads we've seen it's also quite possible that Acronis has significantly modified the server side of the MMSM service, and is doing so in real-time, to repair the issues that started popping up at the end of October. I think is was the tweet from product management indicating that they had "stopped" the problem and limited the issue so that it did not effect more customers? This could be affecting the service side functions such as email notifications from the Online Dashboard. The only way to know for sure is to re-enable MMSM, which I'm sure the heck not going to do. :-)  For now, my email notifications that I configured at the local level on each PC seem to be working fine.

Chris, the server side issue is still not fixed as far as I am concerned given all my backup tasks were reset just yesterday afternoon.  My own chat with Acronis suggested that they had not deployed the server fix yet too.

I'm confident Acronis Support will issue a statement when the Cloud server issue with Option settings is fixed.

Hi guys,

Thanks so much for the warm welcome and help - I great appreciate it! :D

Incidentally, on this account one of the (global) notifications came through last week, but not the other four....and none of them came through today. Again, no changes on these machines, network, or to my account settings. I stopped using the local email notification options on most of the computers once I noticed the Global option in the Cloud Dashboard / Console, as it's obviously easier to setup and maintain. I actually have a few (Acronis Cloud) Accounts, and the same behavior seems to happen on all of them, so to me it appears like a Cloud Server issue. 

@Steve, thanks for the suggestion about reaching out to Ekaterina! I may wait for a few weeks to see if this issue gets fixed and if not, reach out to her to check my account specifically. 

Is this something I should submit a ticket for, or do you think the Acronis Eng team is already aware of it? I don't have time at the moment to help troubleshoot unfortunately, but would like to let them know if it would be helpful.

Thanks Again!

 

Jeff, I doubt there is a need for a support ticket at this time - Acronis are aware of the issue and have a fix for the servers but haven't installed it across all their data centres yet.