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Mobile device to PC backup over WiFi

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Beginner
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Previously backed-up my mobile device to my PC back in Sept. using True Image 2016 on PC and Consumer edition True Image on mobile device.  Recently upgraded to True Image 2017 on PC.  Need to backup mobile device again and after scanning QR code it won't Sign in and states No Connection.  Mobile device is connected to Wifi PC connected via a cable connection to the network box.  Uninstalled app on mobile device and reinstalled, rebooted mobile phone and launched app on mobile device.  Same issue.

Goes through the signing in process then get a "No connection" error then retry or cancel.  Will not connection after retry.  Using a Samsung Galaxy 5S mobile device.  Turned off Virus Protection and firewall, same issue.  Only thing that has changed is the upgrade to True Image on PC, no network changed or Wifi setting changes prior to last mobile device backup.

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Beginner
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#1

Submitted a ticket through your support chat and told them verbatim, the exact error message.  Was contacted by support requesting a screen shot of the error message.  Really?  So far you have done nothing to address the issue.  Even though I provided the screen shot, it just verifies what I reported to support.  When is this issue going to addressed?

 

Beginner
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#2

I back up my PC using Acronis True Image 2016.  I'm trying to back up my iPad to my PC.  Do I need a paid subscription for that?

Forum Star
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#3

I am certain that the ability to backup iOS devices to a PC is only avaiable in ATI 2017. ATI 2016 only allowed backup to the cloud.

Ian

Beginner
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#4

Update 10/24/2016

Support indicated that the mobile device was in a different subnet than my PC on the same WiFi network.  Verified IP address and subnet of both devices and pinged both from each device (PC and Mobile phone) without issue.  Opened port 58081 and 58082 on router and firewall of PC, not able to communicate with one another.   After two hours of troubleshooting trying to resolve the issue for tech support, I went back to the basics.

Resolved issue by uninstalling True Image 2017 and reinstalled software.  Verified Mobile device now able to backup to PC over WiFi.

 

Comments:  Some how the upgrade from 2014 to 2017 is flawed.  The new UI does not allow for the mobile device to be completely removed, just the backups from the mobile device.  Maybe Acronis should fix that in the next patch update along with a more professional looking UI, IMO.

Beginner
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#5

You are right.  I got verification from Acronis Support.

Regular Poster
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Comments: 98

#6

I've got exactly the issue now. I have a totally CLEAN install of Acronis 2017 (removed/reinstalled via removal instructions). Nothing has changed on my LAN. PC has not changed, firewall has not changed. One day backup worked and then next it did not. I guess I'm gonna have to try a clean removal and install of the Acronis PC 2017 software AGAIN! I've already reinstalled the app no luck.

Really really angry so far with this facility :( , it's like very poor beta software. I've had other complaints in other threads.

Legend
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Comments: 21346

#7

Alex, please open a Support Case for this issue and reference this thread to alert Acronis to your encounter with this problem.  I have done this myself as I have never been able to get this working to my local PC (my case number is 02860337 and is still open with development).

 

Regular Poster
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Comments: 98

#8

Guess what it's effectively my fault, it's working now, but I still can't believe how basic this is.

It turns out that it will ONLY back up over Wifi!
If the laptop Wifi is off, and a LAN cable is plugged directly between it and the router, and that router is also connected to the phone via Wifi... No dice whatsoever...

And as we already know it won't accept a UNC path for the backup desination.

And now

[sorry off topic]facebook can't be backed up because my trial of cloud has expired (was no an advertised requirement).
And NAS authentication is really flakey.[/]

Poor show Acronis!!!

Forum Star
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Comments: 3611

#9

My recollection is that during beta testing for ATI 2017 I was able to backup my iPhone and iPad to a PC with Ethernet connection. I did not try with Android devices but my recollection is that the issue reported here applied to Android devices.

I now back-up to the cloud.

Ian

Frequent Poster
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Comments: 560

#10

Hello Everyone,

It should not matter whether the personal computer, where the backups are supposed to be saved, is connected to the router with an Ethernet cable or via WiFi.

Wi-Fi connection is only required for the mobile device, where the data for backup comes from.

If the recent update for the mobile app does not resolve the issue - consider either submitting a support ticket or trying a new version of the software for PC and Mac, known as "Acronis True Image 2017 New Generation", or "Premium Subscription". There will be also an update in a month approximately, which may also help.

Regards,

Slava

Regular Poster
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#11

Sadly I had to immediately uninstall your latest update otherwise my battery would drain quickly.

 

If the PC is off Acronis tries to automatically backup to a source that does not exist. It does not or cancel or time out either. Changing options in settings does not do anything. Rebooting android phone does not do anything. Fail. Sorry.

Beginner
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#12

I have experienced all of the above. I had Acronis 2013 or 2014 and got the upgrade to 2017. The mobile app worked first time with a backup from my iphone 5SE to acronis cloud but not to my pc. It went through the procedure of backing up to the pc but the file was empty. I got a ticket and reported to Acronis. They tried to sort through the chat but couldn't resolve the issue. I was asked for various screen shots and they took remote control of my pc, but no solution.They referred it to next level help. I was asked to send system report but haven't resolved it completely so far. I deleted records of backup attempts and reinstalled mobile app several times retrying again and again. Have managed to get a good backup to cloud today but backup to pc which now has a file with 1.1GB of data isn't recognised and can't be opened!! When will this issue be fully resolved? Also, I use the Apple cloud back up. That records a complete image of all my apps and settings which the acronis as far as I am aware doesn't. Or does it?

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#13

David Myers wrote:
Also, I use the Apple cloud back up. That records a complete image of all my apps and settings which the acronis as far as I am aware doesn't. Or does it?

I'm not sure if the ATI backup covers everything that a Cloud backup or iTunes backup does. Perhaps someone else who has compared them can comment. AFAIK, what is possible to backup from Android devices is much more limited than what can be backed up from Apple iOS devices. That's not the fault of Acronis, but limitations of Android.

Personally, I use both Cloud backup and iTunes backup to create an encrypted backup to my PC.

FYI: Even an iCloud backup or iTunes backup doesn't cover everything. I recently restored a backup and while all my apps restored, and most user settings, some user settings did not restore and had to be manually recreated. Surprisingly to me, some of the settings that didn't restore were in Apple's own apps and system, such as display settings.

 

Beginner
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#14

If you are facing this problem, then the only last option is to change your network or wifi whichever you are using. So try to connect to another wifi