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"The server is not available at the moment. Please try again later". Message for Cloud back up retrieval

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I backed p my elderly mother's data to the Acronis cloud. her pc has now crashed and unable to be used. I went to retrieve the file and keep getting this message that the server is not available at the moment. I cannot login on the pc that the software was downloaded on.

Any suggestions as to why this message is occurring?

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I'd suggest downloading and installing a free trial version of Acronis True Image 2020 https://www.acronis.com/personal/computer-backup/

then try to recover your data using instructions from https://www.acronis.com/support/documentation/ATI2020/index.html#7944_2.html

If the issue still persists, please collect the diagnostic info listed in the article 59852: Acronis True Image: Web Restore page is empty or error "The server is not available at the moment" occurs  and open a support ticket at https://www.acronis.com/support/contact-us/