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Online Backup was interrupted

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AO worked fine for several weeks. Now I get the above message and the BU stops. The event log shows that "online storage is full" and gives error code 93. I've checked the certificate and it's ok. I've reduced the size of my BU by 50GB and reduced the period of saved BUs from 6 months to 14 days, but the error persists.

What do I do now?

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Hello Arthur,

Thank you for your post. I will do my best to help you with this issue.

It is difficult to resolve online backup issue in the forum, I apologize for the inconvenience.

I would appreciate if you could contact our Support team directly so that we can resolve this problem.

Please let me know if you have additional questions.

Thank you.

Now I'm getting the same error after experiencing this oddity (http://forum.acronis.com/forum/18045#comment-63247) for a few days. Even though I purchased this product last week, Acronis support insists I pay for support because I'm using ATI2011 as the client which I purchased last year. Time to get a refund.

Hello Marc,

Thank you for posting. I will definitely help you.

I am very sorry for the inconvenience. I could not find any cases in our system where we asked you to pay for support even though you have a valid online backup account. We offer technical support for the duration of the online backup period. If you could get back to me with the case number I will forward it to our Management team for any missing opportunities.

I found a case in our system where you started working on this issue. If you have any issues with the case feel free to contact me directly via a private message.

Please let me know if you have any other questions.

Thank you.

Anton, the problem with requiring me to pay for support is from your site. It won't allow be to go further because I use ATI2011 as the client for my online backup which has passed its free support window last year. I had to lie on my support ticket and claim I use the online backup client. Only then I could file a ticket and get someone's attention. Online backup support should be allowed if someone uses ATI2011 as the client.

The case you found initially started with a request for refund, but I'm willing to give it another try if we can make this work.

Hi Marc,

Thank you for getting back to me so soon.

I apologize for this, in order to receive e-mail or chat support for online backup issues please do the following steps:

1. Log in to your Acronis web-account and click on the get support link under contacts.

2. Click on the Contact us button on the right of the page.

3. In Step 1 please select the third drop-down menu which is titled - Technical issues/questions.

4. Select I am using Online backup service and select Acronis Standalone Online Backup Client.

5. Press OK and you will have the e-mail/chat options available.

I will submit this issue to our Customer Listening System so that we can improve our services.

I am certain that we will make it work but in case you need additional assistance feel free to contact me via a private message.

Thank you.

I have requested a refund. I have lost all confidence in this product. Haven't heard a single thing back from support since April 24th.

I am floored. I actually received a call at home from Acronis (Yes, they called me on the phone). Received a well detailed explanation of my issue which happens to be a glitch on their site. Wasn't expecting that at all. The girl I spoke to understood everything completely and took the issue very seriously. And the outcome was quite positive.

When you've built up a certain perception of a company over time, getting this kind of attention does change your views. I really hope this level of care is just a start.

Hello Mark and JohnnySsshh,

Thank you for posting.

Mark, I am happy to hear that you are progressing on this issue.

JohnnySsshh, let me assist you please. I will update the case you have been working with your refund request. I am sorry that we cannot do it in the forum.

Please let me know if you have any other questions.

Thank you.

I too have been screwing around with this product for over a month.  I believed the glowing reviews and purchased a yearly subscription for 3 computers.  I had been using a 30 day trail before that. 

I installed Acronis True Image 2017 on my second computer and everything worked fine, however, when i tried to enter the serial number that was emailed to me after my purchase and it replied that the serial number was good for 3 computer.  However, when i activated i got message 'Sorry the seial number couldn't be verified, try again later'.  Plus the strange thing is next to account is says 'offline'. 

I thought this might be an issue with the trial version and waited for the trail to run out and tried to reinstall.  Same issue, got the same message and the account is offline.

i did some searching and on the MVP forum (which i guess is what Acronis considers support, the other options include phone support (which i thought was part of the deal) are greyed out.  Any an MVP said to uninstalled the product, download and run the Acronis Cleanup Tool as administrato and reinstall.  SAME ISSUE.

I found actually a phone number (1-781-782-9001) tried that hoping to talk to a human, but that number seems to be attached to a fax machine.

At this point Acronis True Image 2017 works on my second machine, but i've wasted a month trying to get it running my primary machine and i have no hope that i will ever get it running and quite frankly i've had enough.  So Acronis True Image 2017 isn't any good to me if i can't use it more than one computer after having bought the 3 computer license.  At this point i would just like to uninstall on my secondary computer and get a refund.

This post seems to be the only way to contact anyone that works for Acronis, however i can be contacted via email, phone or even postal mail all of which are in my account.  I look forward to hearing for someone at Acronis.

Donn, sorry to hear your tale of woe regarding getting ATIH 2017 activated, however this is not an issue we can resolve in these user forums, as you need to contact Acronis support directly to sort activation / license / serial number issues.

The process to contact Acronis Support is as follows: 

From any of the Forum pages, look to the top right corner and click on Support - this will take you to http://www.acronis.com/support/ where you should click on the button to Contact Support in the lower right column.

Then in Step 1 select Presales/Licensing Questions and I need help calculating the number of licenses

Next, scroll down the page past Step 2 and you will see a section titled:

Looking for additional help? Try one of our other help options.

The second of these help options is Live Chat where you can click on the option to Chat Now.

See screen shot 1 and screen shot 2 which show the above steps.

Please note that if you have further questions, issues etc with ATIH 2017, please use the Acronis True Image 2017 Forum and click on the link at the top of the page to Post new Forum topic to start a new thread in your own right and with an appropriate subject for the issue involved.

I have Win 10 - 64 b, but the program does not work in my pc, I want the refund of my payment. today I installed the program ACRONIS DISK DIRECTOR 11, and I can't use it.

In the help desk, nobody answer. My native languaje is SPANISH AND i DON'T SPEAK ENGLISH WELL

Jose, welcome to these user forums.

Please contact Acronis Support and use the option to submit a Support Case by email instead of using Live Chat, then you should find that someone will contact you and respond using your native Spanish language if this is possible, which I would hope would be so.

How'd you end up with Disk Director 11 - 12 is the latest and even it is a bit old now.  You should have no issue getting a refund by contacting support, but would recommend Acronis True Image Home 2017 over disk director due to lack of support in Disk Director and being so much older (even version 12).  Acronis 2017 is being supported with new updates about quarterly and the latest update came out just a few weeks ago.