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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

then try to recover your data using instructions from

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