59581: Acronis True Image 2017: troubleshooting mobile backup

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    This article describes troubleshooting steps you need to take if you are experiencing issues with Acronis True Image mobile app.

    Installation fails

    Make sure the version of your iOS or Android is supported. Acronis True Image 2017 supports these mobile operating systems:

    • iOS 8.x and later
    • Android 4.1 and later

    Sign in fails

    1. Make sure you are using the mobile application of Acronis True Image:

      If you have downloaded Acronis Backup, you need to delete this app and download Acronis True Image mobile app instead. Acronis Backup is the app for Acronis Backup 12 - a business backup solution by Acronis.

    2. Make sure you are using the latest version of the app.
    3. Change password for your account and try to sing in with the new password. You can change password as descibed in this article.
    4. If none of the steps above helped, send feedback from the app: select any of the two backup options, tap the ! sign at the upper right corner of the app, describe your issue and then tap the envelope sign. The feedback is sent along with app's diagnostical information which is necessary to improve the app in coming updates.

    Connection to computer fails

    1. Make sure you are using the latest version of the app.
    2. Make sure your computer and mobile device are connected to the same network.
    3. Reconnect to the network once again.
    4. Make sure ports 58082 and 58081 are open. On your mobile device, type this address in address line:
      http://<computer`s IP or name>:58082
      http://<computer`s IP or name>:58081
      where <computer`s IP or name> is the IP address or the name of your computer.
      If you see any error message, you need to open port 58082 or 58081 (depending on which one gives the error) on your computer. See this article from wikiHow for help.
    5. Re-install the application.
    6. If none of the steps above helped, send feedback from the app as described in this article. The feedback is sent along with app's diagnostical information which is necessary to improve the app in coming updates.

    Backup fails

    1. Make sure you are using the latest version of the app.
    2. Make sure the destination where you want to save your backups is supported. With Acronis True Image mobile app you can back up to:
      • a folder on your PC or Mac
      • Acronis Cloud

      You cannot back up to:

      • a NAS device
      • a shared folder on your PC or Mac
      • a removable drive
      • third-party cloud storages like Google drive and others
    3. Make sure you are backing up over the network. The app cannot back up to a computer if your mobile device is connected by USB, but is not connected over the network.
    4. If backup is stopped once you lock your phone, change the Wi-Fi settings of your device and let it use Wi-Fi while locked. For detailed instructions see this article: mobile backup pauses when device is in sleep mode.
    5. If none of the steps above helped, send feedback from the app as described in this article. The feedback is sent along with app's diagnostical information which is necessary to improve the app in coming updates.
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