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iOS 5S won't back up, hangs at 0%

Beginner
Posts: 1
Comments: 1

Hi all,

I've had True Image on both my desktop and laptop for several months now with no issues, and decided to backup my phone as well (iPhone 5S, latest iOS, 32GBS.) But the initial backup never goes anywhere; it stays at 0%. I have closed the app, refreshed, changed from Wi-fi only to Wi-fi and Cellular, then back again. Logged in and out. Restarted the entire phone.

My phone shows up on my dashboard with the right name and everything, but both the phone and dashboard never get past 0%. It's been sitting here for three hours now. My phone is only 32GBs, so there's no reason it should be taking this long, right?

Any ideas? Thank you!

Frequent Poster
Posts: 3
Comments: 549

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Hello Kaille,

Welcome to Acronis forum.

I suggest that you leave backup running for 10-20 minutes or so, then see if % done has changed. On large amounts of source data it may take a long time just to enumerate files to backup. If the issue persists, please submit a support ticket at http://www.acronis.com/support/contact-us.html. You can help us in the investigation if you use "send feedback" feature from within mobile app - this will send logs of Acronis mobile application to us for analysis.

Regards,

Slava

Beginner
Posts: 3
Comments: 2

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Hi Slava,

 

I'm having a similar problem on my phone - could you please clarify what you mean by a "long time" - are we talking hours, or days? Also, maybe it would be a good idea to implement a more meaningful visual feedback to the user on the app - it's really hard to tell if anything's happening at all 

Beginner
Posts: 1
Comments: 1

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Hi Slava,

It appears you didn't read my post very clearly, as I already stated that I left it alone for 3 hours with 0 progress. I'm not seeing a way to submit a support ticket on the app on my phone, so is there some other way to do this?

Forum Moderator
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Comments: 3304

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Hello all,

The issue has been reported to the development and unfortunately there is no fix available yet. I'd strongly recommend to submit a support ticket if you encounter the same or similar issue (you can do that on our contact page). Thus our engineers will have more information for the troubleshooting and see the scope of the issue.

Thank you for cooperation!

Forum Star
Posts: 100
Comments: 2063

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The ATI 2017 iOS App has not been working for me some time (I also have an iPhone 5S). The version I have describes backup to cloud as experiemental; intially the 2017 beta only allowed local backup. There does not seem to be a newer build as it has not udpated automatically. It may be they I will need to delet the App and reinstall it. (Doing so will have no impact on previously created backups).

There is a new buukd dated 23 August 2016 which I suspect is the one you are using. I have just loaded it - not sure if it is going to work. Will report back.

Update: Well, this time it has got to 2% and ist still going so it seems to be working OK for me.

Update 2: It has now reverted to 0%. Very strange.

Ian

Forum Star
Posts: 100
Comments: 2063

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There was a new version of the iOS app released on 26 August 2016 - not sure what changes have been made,

Ian

Forum Star
Posts: 100
Comments: 2063

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Finally got the backup to work on my iPAD 2; not sure why it took severl days of trying before it worked.

Once the first backup is completed further backups seem to be speedy.

Ian