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Mobile back up not working on Samsung devices

Beginner
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Im unable to perform a mobile back up on my wifes phone (Samsung Galaxy S5) and my phone (Galaxy Note 4).   The software is fully installed but when I go to perform the back up I get the following message "An error occurred.  Try again in a minute or tap 'Cancel' to undo the backup"  I press cancel then go to settings and under support I pess send feedback and type a message then press the send button and the display just spins on "sending feedback..." and nothing ever happens.  Looks to me like your software cant communicate with the internet.   In settings I have Continuous backup set to "On"  and Connection for backup set to "Use Wi-Fi and Cellular Connection" box checked.  Im using detail log messages and the version is 1.1.2.1526  The account Im using is the same as the one Im using here in the forums. 

 

Do you have any ideas? 

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Hello Dean,

Thank you for your posting! Please accept our apologies for inconvenience caused by the login issues. It was a temporary glitch on our datacenters, connection should work fine now.

 

Beginner
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*edit*

Maybe I spoke too soon.  I got to 7%, put my phone down and picked it up 20 mins later and now Im back @ 0%.  And before you ask, no I didnt press cancel

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I agree.  It appears to be working.  Before today I couldnt even start a backup.  I'm up to 7% complete now.  I will withhold comepte support until the backup actually finishes!  Thanks for looking into the issue

 

Dean

Beginner
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Its most definetely NOT working.  I cant get past 39% with out the software starting the backup all over again at 0%. Sometimes it resets at 19% or 26%, its comptelely random.  I cant get my wifes phone past 2%.  I tried to send feedback like was suggested in the email, but all that does is just sit and spin like its trying to connect but nothing ever happens until I kill the process. (3 or 4 hours later still spinning)  I just installed google marshmallow on my phone, and no change in performance in the software.  Something is still broken on your end.

Frequent Poster
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Dean, thank you for reporting the problem, submitting a support ticket and helping us in this issue investigation. We have received reports that you sent from the mobile app.

Regards,

Slava

Beginner
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I am having the same problem on Galaxy Note 4 with Android 5.1.1 (AT&T).  Can't get past 23%!

I have tried setting it to just backup messages, only 1 text message, so it worked ok.  Then added contacts. Gets anywhere from 15% to 23% and starts over at 0%.  Will not finish.  If I add photos and videos it never gets past 7%.  Don't need to backup calendars and they are on windows live and google servers anyway.  Same with contacts, I suppose, but the photos and videos are important to me.  Messages is not really need either as I don't text very much.

I have tried for days to get this working and it just doesn't seem to work.  PC version is absolutely great!  Been using it for about 10+ years now.

Beginner
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I have a Galaxy S6 Active and it will not back-up to the cloud either. It just sits there at 0% with the icon spinning as if it was actually working. If I check my dashboard it also states it is backing up but always stays at 0%.

Beginner
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I just wanted to report that I did work with tech support on this issue and received the following reply as to when we can expect a "fix" for the samsung device issue. 

 

Dear Dean,



The developers reported that they have included the fix for the issue into the next server update.

It is planned to be released in 1-2 months so I will update you within 2 months on the issue status.



I received this notification on July 4th, so hopefully we will see a patch in the beggining of September.

 

Hope this helps..

 

Dean



 

Beginner
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I am very happy to report that ATI  Mobile is now functional and working as designed on my two Samsung Devices.  Kudos to the folks at Acronis and their development team for actually caring about their product and working diligently these past few months to come up with a fix.  I am very impressed with Acronis and think more companies should follow their customer support business model.  They listened, identified, developed and delivered all within the two month window they said theyd have the fix out with in. 

 

Great job from a life long customer! (as long as the prices dont sky rocket!!!!)

 

Dean

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Dean, thank you for your supportive feedback! I've forwarded it to the development team :) 

Beginner
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Same error... LG V-10

 

Forum Star
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The mobile backup is the most unreliable thing acronis has made. sometimes works, sometimes not. Very unreliable. there are better backup alternatives, google cloud, Verizon cloud, etc.

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mvp

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You could well be correct about that. I only use it for iOS devices and I am not sure that it always updates. More reliable on my iPad Pro 10.5 than on my ancient iPhone 5.

Ian

 

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It only logs data, no apps or such. Those you can always re-download. The unreliability is that it often doesn't connect to the PC and so doesn't back up anything.

Legend
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mvp

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Just installed the Acronis Mobile: Backup App on my Samsung Galaxy J5 mobile and was able to do a full backup to my laptop computer using ATIH 2018 for the first time.  I could never get this to work with the older ATIH 2017 Android App but worked first time today!

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maybe acronis is learning from its mistakes. Shouldn't need to upgrade though, just to get program to work.

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mvp

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You do not need to upgrade to ATI 2018, just update to the latest version of the App.

Ian

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lol. If only.