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Synchronisation not working in TI2014: "Failed to renew the certificate" + cannot log into Cloud

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Hello All,

Maybe one of you can clarify my understanding on this one as I'm in a bit of a deadlock...

I've been running TI2013 (and now TI2014) for 2-3 months. At some point at the start I was given a free trial of 250GB of Sync on Acronis Cloud. I didn't use this facility knowing that I wouldn't be using it after the trial expired.

However, since the trial has expired, I was expecting to return to a basic 2-5GB allowance. Is this what should happen?

Leading up to the trial's expiry date (for the last three weeks), I've been getting the error message "Cannot send request, because the server is not available. Please try again later." in the Synchronization tab.

What I get now however is this as follows:
1) The Synchronization tab shows "Failed to renew the certificate"
2) Clicking the Acronis Cloud link fires off a link but I'm presented with the Login Page (https://cloud-wr-eu1.acronis.com) with the message "The email or password is incorrect.". Attempts to log in using my username (email address) and password fail with the same message.
3) After a while the error message reverts back to "Cannot send request, because the server is not available. Please try again later."

I can log into my user account on Acronis with the same credentials without any problems. I've even reset my password (and changed it back again) to check it wasn't a credentials problem.

What I would like to do is either:
a) To gain access to my basic Sync allowance (if such exists); or/otherwise:
b) Stop Syncronization in TI2014 from complaining with the message "Cannot send request, because the server is not avaialble. Please try again later."

Any help will be most appreciated.

Thanks,
Chris

PS: Is it safe to post a log export here?

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Sorry to bump this message but can anyone provide any insight into my issue. From my understanding, I should be entitled to 5GB storage but instead, the attached errors occur whenever the Synchronisation tab's "play" button is enabled. Thanks.

Chris,

I think something strange happens with the Acronis webpage coding so that only one account can have one type of Cloud access - certainly what you see hapens with the beta accounts. I suggest contacting Chat (make sure you log into your account before selecting Support), if they are unable to help, send a PM to Anna the forum moderator and see if she can sort it out for you.

As for the web certificate, I've seen this with vmProtect, I'll have to check what the solution is. I think there is a certificate store in one of the Acronis folders, deleting this will force TI to remake the certificate. check in Windows Credentials first of all though.

Hi, I think I am having a similar problem with syncing, I took on a trial version with 3 users and then upgraded or paid so to speak within a couple of weeks for the real thing, I kept getting emails telling me that the trial was about to expire and I would loose my cloud access even though I was now a fully paid up user. Now, having gone past the trial expiry I don't seem to be able to sync the various PC's and I get this message with an error code 0x01ED03E8+0x0098064C+0x0098033B+0x009806A7+0x009800C8+0x009800CD but can't get anything out of the knowledge base that can help me, do you have any ideas?

I think there is a certificate (prl or prm) stored on your machine, perhaps deleting this will bring things back.

I think it is in the Program Data\Acronis\Certificates folder, but I'll have to check.

If you log into your Acronis account webpage, are you able to access the cloud from there?

I can go to the web and log on and it lets me into my cloud storage telling me it is empty and that there are no syncs.
On my Acronis software at the bottom in yellow it tells me that I have less than 10% left and I should buy more!
In C:\ProgramData\Acronis\TrueImageHome\SyncCertificates\4840157 I have found several PEM files, are they the ones you suggest I delete?
Maybe I should uninstall and start again or will there be traces left behind?

Mike

Mike Wardell wrote:
In C:\ProgramData\Acronis\TrueImageHome\SyncCertificates\4840157 I have found several PEM files, are they the ones you suggest I delete?

Yes.

Maybe I should uninstall and start again or will there be traces left behind?

That probably won't make any difference as like many programs TI leaves bits of itself behind. There is an Acronis Cleaner, but that is a bit drastic if everything else is working fine.

Did you use the same email address to register the program as you did the trial? I take it you have registered the full version.