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12.5 Account keep getting locked out when creating location for backup

Thread needs solution
Beginner
Posts: 1
Comments: 5

Multiple people have tried but having same issue. When we try to add a network location it looks like it connects fine and displays list of folders but when we click on the location (we just added) to see the contents, our account (which was used to provide network credentials) get locked even though credentials were correct.

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Forum Moderator
Posts: 109
Comments: 3992

Hi! 
Would you mind sharing more details? In what way the user account is "locked"? Do you get a system message (please attach a full text or a screenshot) upon clicking on the added location (where exactly are you trying to browse it, in Acronis or in Windows Explorer?) Is it possible to mount the network share using the same credentials outside of Acronis software? 

Thank you in advance! 

Beginner
Posts: 1
Comments: 5

From Acronis console, we click on Backups and "Add Locations" and provide the network share path \\sharenams\folder etc.

We then click the arrow --> and then it displays only 2 things: our company's main domain name and "NT AUTHORITY".

After this we click "Done" on the bottom right side of the screen and it asks for network credentials which we provide domain-name\username and password, It then start displaying list of folders including the one we mapped.

We click "Done" again on the bottom right side.

It then either displays lockout message immediately or when you click on the mapped location (within Acronis). I have just did all these steps while writing this to you and account got locked out immediately.

I have attached Error Message and its details here.

If account didn't get locked out immediately then Acronis console will show that it has mapped the location on left (within Acronis). And if you click on that location then immediately it shows that account is locked.

We can mount same share using Windows explorer and don't get this issue. 

We don't have this issue in Acronis 11.5, so obviously something has changed they way 12.5 is handling network credentials.

 

 

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Beginner
Posts: 1
Comments: 5

Our IT Security teams has identified that credentials are trying to be applied 17 times per second which is the reason for lockout. 

Forum Moderator
Posts: 109
Comments: 3992

Thank you for sharing more details on the issue! I'm afraid the issue you encountered is quite unusual and would require more in-depth investigation with the help of Acronis engineers. I'd recommend raising a support ticket at https://www.acronis.com/en-eu/support/contact-us/ Please let us know the outcome of the investigation so that other users can find it on forum. 

Beginner
Posts: 1
Comments: 5

There is already a ticket and we are going back and forth with support for past many months but no resolution yet.

Forum Moderator
Posts: 109
Comments: 3992

Hi,
Sorry to hear about your your disappointment. Looks like the issue is really tricky, but I'm sure our engineers will find the root cause. I'll keep an eye on the investigation process. 

 

Beginner
Posts: 0
Comments: 1

hi

i have the same issue...

Provide the support now an solution to this issue?

 

BR

Support specialist
Posts: 0
Comments: 297

Hello Kevin,

Sorry to know that you experience this issue too. Have you already contacted Acronis Support Team? This issue requires deep testing/investigation on their side. 

The solution to the issue reported by Mumtaz Ali is not available yet, it is in waiting status for the next product update release.

Beginner
Posts: 0
Comments: 1

Plus One on this account lock out issue.

Forum Moderator
Posts: 109
Comments: 3992

Hello George,

I've discussed this topic with the development team and according to my colleagues investigation didn't reveal a common root-cause for such issues, which means each case should be investigated separately. Please open a support ticket and post the ticket ID here, so that we can follow the investigation progress. 

Thank you!