Symptoms

You or your customer enabled self-service management mode for the Customer group. As a result, when the customer requests your assistance with service management or troubleshooting, you cannot manage services for this customer with your partner administrator account because service consoles are inaccessible.

Solution

Check with your customer and request to remove access limitations. Customer's company administrator should:

1. Log in to the management portal.
2. Go to Settings > Security.
3. Enable the Support access switch.

If you need assistance from us, please contact Acronis support and provide this information:

• your data center
• affected customer group
• your administrator account