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Poor Support of acronis

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Beginner
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I have total 12 acronis licenses including both virtual host and physical. after migration of management server from one machine to another machine. backup recovery is not working nor backups are happening. Took chat support, call support, remote support and expert support. but none could help me so far. its been more than one and half month now and no solution from acronis whatsoever. 

Through this, I would like to express my displease and inform you that we are no longer going to renew acronis licenses henceforth. imagine, an organization completely relying on one backup solution and there are no backups running nor recovery works for more than a month.

we are at a stage now, if any server is down or any disaster happens, we will be left with no data and our operations will stop. VERY VERY POOR SUPPORT. Even veeam trial license support is better than yours.

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Forum Support specialist
Posts: 0
Comments: 2016

Hello Abdul Naseer,

Welcome to Acronis forums!

We are very sorry to know about your negative experience with Acronis software and services. We have passed your feedback and escalated your case.

Since your case is under Expert's supervision, we recommend that you follow recommendations that you've been provided there and share the results with your expert:

You should enable NTLMv1 authentication on NAS: go to DSM Control Panel > File Services > SMB > Advanced Settings > Others and check Enable NTLMv1 authentication.

For more details please consult this KB article https://kb.acronis.com/content/69375

Here you can find detailed instructions on how to enable NTLNv1 https://itconnect.uw.edu/wares/msinf/other-help/reconfigure-ntlmv1/

Beginner
Posts: 0
Comments: 1

I had similar experience that the server wasn't able to mange himself from one day to the other. Nothing worked.  No backup for 4 weeks. In the end there where incompatibilities between 11.7 Versions (what a joke!). 

Solution in the end was to delete Acronis completely from all machine - including all configs and settings(!) and the installation of 11.7 V50230 on all clients from scratch. 

My understanding is, that support people only want to push you to buy the newest version of B&R without being able to help you really. 

Another time i updated my Windows Server HW and needed a second server for a short time. They weren't able to give my a trial license for 4 weeks. Very poor! 

Solution here was to uninstall Server license from the old and install newly on the other server and vice versa.

I work over 30 years in IT, but never saw such a bad support.

The product itself is good. The company behind is crap.  They should save the money for formula 1 ads and invest in more supporters.

Just my opinion.

Cheers, Hoermi

Forum Support specialist
Posts: 0
Comments: 2016

Hello Hoermi,

Welcome to Acronis forums!

We are sorry to know about your disappointing experience with Acronis Support Team.

However, we should note that Acronis Backup 11.7 is not supported since May 31, 2019. It is not developed anymore: there is no work on solving any issues with it, no updates for new OSes releases. Thus, we recommend switching to the versions of the software we currently develop.

Beginner
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Comments: 1

> Maria Belinskaya | Acronis Forum Support Specialist
Just passing by here after very long time and coincidently I see this. Does it work, following was my farewell email to your expert support team and managers.

04904441
The core problem is not only within the Acronis backup, it is also lack of understanding of data protection for critical business operation, consequence of catastrophic backup system failure and insincere response from Acronis support.

Total backup failure continue from Friday to Thursday and if I can run my critical data protection operation one week without Acronis backup then what is the use of Acronis backup here. You did not even respond quickly to advise possible steps or workaround of this failure or any other procedure until you able to get in, you just simply let the failure to be continue as long as you like. I understand data protection is not your concern because you don’t own the data. Data lose here is not going to cause anything to you, not even anything to Acronis, it will only ruin and impair our business operation and our business interest.

Opening cases did not yield anything, numerous cases were opened and closed without viable solution and same is continue, case 04538965 (it is a very old problem and reported multiple time over many years) is just an example.

What is the new issue are you thinking about, we are not talking any new issue or problem other than mostly that we have reported in v11.x and some in the beginning of v12.x. If all the cases of v11.x and v12.x that you have closed at least in last 5 years have provided a practical solution then we should not have any major issue/problem with Acronis backup and you should not be here by now. Instead, over the time Acronis deployment is downed to only 2 virtual hosts from initial 8 hosts, tape library and disk based second location replication also discontinued long time ago in Acronis here. Not to mention front line support thing, it is just waste of time, they have only predefined email script with limited parameter perhaps that is their assigned task, case 04988411 is just a simple example. We did not and we do not open case to get first aid, first aid is not required here. If the front line able to solve these problem then why the Lead Support Engineer from back end unable to solve or fix all the problem reported over past many years instead, closed them after months or years without fixing them.

Instead of assisting and figure out to reinstate the discontinued 6 host with new version 15, you have assisted to dismount and discontinue the last remaining 2 hosts from Acronis backup. Now perhaps you assist your developer to collect back all the 8 hosts license, they have no use here even we have paid 5 years advance until 2023 for all 8 hosts license. Without Acronis backup there would be no problem to data protection here.

Acronis backup and its support are not yet matured for corporate deployment and I wish they will flourish in future.

 

Forum Support specialist
Posts: 0
Comments: 2016

Hello Technical Support Administrator,

thank you for posting in this forum thread!

We are really sorry to know about your negative experience with Acronis software and services. 

However, when opening a case with the Support Team we expect co-operation from our customers, at least replying to engineers' emails and following their recommendations.

 

 

Beginner
Posts: 10
Comments: 9

I'm also experiencing the same thing at this time, it's very, very bad, the current acronis support, the instant chat agent is always not available

 

my customer cannot activation It's been 5 days this problem has not been solved yet

 

but I once had a database backup case I needed 3 months of response from acronis

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Beginner
Posts: 1
Comments: 3

Hi,

I think the same thing, the support is not at all what one expects from a professional product.
This is not the first time that we have been disappointed with the support, too bad our licenses are valid until 2024!

I opened a ticket on Friday the 25th, the collection was sent immediately and I still have no response from support, this is unacceptable.

Since we migrated to v15, the first backups are very slow and remain blocked for 3 to 5 days at 94%-95%, we have 66 servers backed up as well as 120 workstations, it is unacceptable that it takes so long.

So since Monday, February 21 some servers and all workstations are not saved, it's great!

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Forum Support specialist
Posts: 0
Comments: 2016

Hello Hamzah Sah.

Please accept our apologies for the delay with resolution.

Your case 05357891 is at work in the development department now.

A case 05357892 is merged to a previous one. The second case is already closed.

Forum Support specialist
Posts: 0
Comments: 2016

Hello Christophe.

Thank you for posting your this forum thread.

Sorry to know that you are not satisfied with Acronis software and services.

Your case is under investigation. Thank you for your cooperation and patience.