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Unable to Sign in - The email or password is incorrect

VAD
Beginner
Posts: 1
Comments: 2

I am unable to sign in the application.

I am using the correct user name (email) and the correct password (created on site)!

How can I use the app....?

 

PS: I am not signed in from the browser at the same time...!!! - Any help or solution ?

Thank you in advance

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2018-01-28_16-27-28.png 65.27 KB
Beginner
Posts: 0
Comments: 1

Same for me

I can log in acronis site but I can't sign in the application

Regular Poster
Posts: 6
Comments: 293

Hello VAD and Kiril Metodiev,

Thank you for reporting!

We have found and resolved the issue with your accounts, could you try again and let me know whether the login works now?

In reply to by Renata Gubaydullina

VAD
Beginner
Posts: 1
Comments: 2

Hello Renata,

It worked for me.

Thank you very much for your concern...

Regards,

Regular Poster
Posts: 6
Comments: 293

VAD,

Thank you for checking! We will be waiting for your opinion on the program. :)

Beginner
Posts: 0
Comments: 3

I have exactly the same problem as the others! I can login successfully to the Acronis site, but the Ransomware app doesn't recognise my login.

System: Windows 10 64-bit running Firefox

 

In reply to by Chris Rowbury

Beginner
Posts: 0
Comments: 1

Me too. How can you make a (very useful) program that needs Acronis expert intervention for every user? Please make it so I can log in to Ransomware Protection just like I can to Acroins main web site.

System=Win7-32

In reply to by Renata Gubaydullina

VAD
Beginner
Posts: 1
Comments: 2

You bet....!!!

 

Regards,

Regular Poster
Posts: 6
Comments: 293

Hello Chris Rowbury and Andy Flack,

We have been fixing the issue manually while we were preparing and testing the hotfix. We could not provide our users with an untested version of the program and testing took us some time.

But now the fix is available:

https://download.acronis.com/AcronisProtectionSetup.exe

Please, install it and let me know the issue status.

In reply to by Renata Gubaydullina

Beginner
Posts: 0
Comments: 3

Thanks Renata. You must have manually fixed it for me in any case as I could login OK this morning. I've just applied the fix and everything seems to be working fine.

In reply to by Chris Rowbury

Regular Poster
Posts: 6
Comments: 293

We did as I was not sure whether the fix is released early. I will be waiting for your opinion on the program!

In reply to by Renata Gubaydullina

Beginner
Posts: 0
Comments: 3

Renata, I've just had to uninstall the software.

I use the Thunderbird email client and discovered that when I tried to add an attachment the program stopped responding. The only thing that had changed was that I'd installed the Acronis software. Now that I've uninstalled it, Thunderbird is working fine.

In reply to by Chris Rowbury

Regular Poster
Posts: 6
Comments: 293

Chris, would there be a possibility to reproduce the issue and collect some logs? We would really like to investigate it.

In reply to by Renata Gubaydullina

Beginner
Posts: 1
Comments: 4

Hi Renata,

I also have the email or password incorrect message & I have already tried using the fixed version from the link above.

I have signed in to my account in a browser just to make sure my login details are correct.

Thanks in advance for your help on this.

Beginner
Posts: 0
Comments: 2

Hi Renata,

 

Unfortunately I have the exact same issue, I am unable to log in to the Acronis Ransomware Protection software, I can log into the website with the exact same credentials but not into the software. I also tried the new version in the link you gave but the problem persists.

 

Please could you assist with a fix for this.

 

Thanks

Beginner
Posts: 0
Comments: 2

Hi Renata,

 

I have have the exact same problem, I am unable to log into the software either but I can log into the website, I get the same error as well. Please can you fix my account.

 

Thanks

Beginner
Posts: 0
Comments: 2

I tried to install the update and I am having the same problem as others with email/password not accepted

Beginner
Posts: 0
Comments: 2

I tried to install the update and I am having the same problem as others with email/password not accepted

Forum Moderator
Posts: 104
Comments: 3852

Mark Tamashiro wrote:

I tried to install the update and I am having the same problem as others with email/password not accepted

Hello Mark,

do you have any special characters (I.e. !,@,#,$) in your password?  

Beginner
Posts: 0
Comments: 1

I can install Ransomware Protection but when I try to sign into the Application it tells me the Email or Password is incorrect. 

Forum Moderator
Posts: 104
Comments: 3852

Joe Barbuto wrote:

I can install Ransomware Protection but when I try to sign into the Application it tells me the Email or Password is incorrect. 

Hi Joe

welcome to Acronis forums! The same question - do you have any special characters (I.e. !,@,#,$) in your password? Is it possible to log in using the same credentials to https://account.acronis.com/#/auth/login

Thank you in advance!