How to troubleshoot such issues and what information needs to be collected, described in this article. No BSOD, just a black screen with blinking cursor or a boot error is displayed. I have been providing IT services for over 15 years - and will NEVER use Acronis again.In some cases, system can become unbootable after recovery operation. I also recorded our conversation with Acronis and will post it just so you the readers can see for your self how pathetic their support is. I will update this review with more as it comes. We spoke to management teams to have them start a local Disk backup to have it shipped to us - unfortunately they don't work on weekends so we never got our drive as they promised and the weekend support team is incapable of reaching anyone from management or the NOC team to provide a status update.Īt this point we have no expectation that we will get any type of effective notification until Monday - a full 8 days since this started.ĭO NOT USE ACRONIS - it may backup your data, but god forbid you actually need it back. We have contacted Acronis countless times but they have no clue. Our top download speed has been 126KB - Just over 2x dialup. To ensure it was not our systems we attempted to download another image onto another computer from a different IP location - Both locations have GB bandwidth. I can understand a day or two to get the entire 1.2TB - today is April 13th and we are at 80%. The image we were downloading was 1.2 TB. On April 8th we started a data recovery (online download). If you are an MSP - I strongly recommend NOT using Acronis Cloud Backup. I'm sure this company has probably provided their service for others with success, but I strongly suggest using other options, or at the very least DO NOT DO A REMOTE SESSION WITH THIS COMPANY! While Acronis admitted their mistake and apologized, they only offered a 3 month extension of our 1 year subscription. The cost to the company by was hundreds of dollars. We took it to Best Buy and the software needed to be reinstalled, but unfortunately we lost everything, even QuickBooks. At this point our frustration was past the point of letting this guy continue already costing the company man hours and surely more to have the Surface Pro repaired. After another hour of him trying to fix what he admitted went wrong because of what he had done, he finally said that he could not fix it unless we downloaded our software again. After about one hour of him trying to help us, we suddenly realized that things were getting worse instead of better.
An agent asked that we let him do a remote session to fix the problem, and sadly we agreed to it. After purchasing their service, what it was supposed to accomplished, didn't! So we called their 800 number.
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