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Acronis Online Dashboard Not Working

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Beginner
Posts: 1
Comments: 3

I currently have three machines on the Acronis true image 2019 30 day trial and am interested in trying out the online dashboard. I tried it around ten days ago and it wouldn't load (500 error immediately after it automatically signs me in) so I have been trying every few days thinking that might be a temporary issue. However I have come to the conclusion that it can't be a temporary thing that has lasted for this long so here I am posting here for assistance / further information.

See attached screenshot for what I see immediately after the 'signing in' screen flashes up briefly.

Using the latest chrome, no ad blocker.

 

Thanks,

 

Andy

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acronis-dashboard.PNG 97.76 KB
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Legend
Posts: 46
Comments: 15452

Andy, welcome to these public User Forums.

How are you getting to the Dashboard?

The way I access it is from the Account page of the ATI GUI as shown in the following screen images and all is working for me (using the European systems).

If you are still having an issue, then please open a Support Case with Acronis as they have access to the servers and your account information etc which is not available to these User Forums.



Forum Moderator
Posts: 109
Comments: 3973

Hello Andy,

have you tried different browsers? I can access https://us4-cloud.acronis.com/login from my Chrome Version 71.0.3578.98 without issues 

Beginner
Posts: 1
Comments: 3

Hi Ekaterina,

I can access the login screen just fine, when it logs in though I get the 500 error. I just tried Microsoft edge and I get the same thing. (See attached)

Is it because I am on the free trial? Although I thought I would still be able to access it regardless and if not I would have a message to say as such, not a server error.

Attachment Size
488635-163863.PNG 52.11 KB
Beginner
Posts: 1
Comments: 3

Hi Steve,

I am going via the Acronis True Image application, though I tried directly via the link Ekaterina provided as well.

Forum Hero
Posts: 46
Comments: 7033

Andy see if you can log in directly from the browser in IE, Edge and / or Chrome.

https://cloud.acronis.com/login

 

Beginner
Posts: 1
Comments: 3

Hi Bobbo,

I can login there, it the briefly goes to https://cloud.acronis.com/select-service and then onto the https://us4-cloud.acronis.com server where I get the error. I find it strange my account is on the US server when I am in the UK but trying to go manually to a different server say eu4 it tells me that my account doesn't exist.

 

Interestingly if I login to my account from the main site it says I have no registered products and so cannot open any technical support queries. A symptom of not having bought the full version yet?

 

Edit: I just found out how to submit a support ticket and so have opened one to find out what is going on.

Forum Hero
Posts: 46
Comments: 7033

Hmm. Not really sure. Unfortunately we don't get much insight as to how the Cloud operates. This sounds like a routing error. Yeah, it should have picked up on the UK server in the GUI and doing the same from the browser too.

Glad you found the support link.  I would definitely open a support case as it seems like a critical component to iron out before deciding if it's worth buying or not. 

Legend
Posts: 46
Comments: 15452

Andy, go to your Acronis Account web page and check how your profile is setup for the User Information section.  If this does not show United Kingdom then click on the pencil (edit) icon on the right side which will allow you to set the correct country.