67494: Acronis DeviceLock DLP: How to get support

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Last update: Tue, 2020-11-17 13:14

This article contains information on how to contact Acronis DeviceLock DLP support and how to browse and review the submitted support cases in your Acronis Account.

Contact Acronis DeviceLock DLP Support

If you have questions or need to report an issue with Acronis DeviceLock DLP, please send a support request by email *, or use this submission form.

All new support cases will be submitted to the Acronis Customer Central.

* Your email address will be used to enlist submitted tickets in Acronis Customer Central.
By sending the request, you agree to that Acronis will process your personal data to provide the support and that provided personal data are subject to the terms of Acronis Privacy Statement.

Each case must follow the formula "1 technical issue = 1 ticket".

For troubleshooting technical issues please be ready to provide the following information:

  1. Issue description: explain the symptoms of the issue, provide error messages or error output associated with the issue, or attach screenshots of the issue you are facing.
  2. Troubleshooting steps already performed.
  3. Business impact: define how many users/machines are affected, describe how the issue affects your system and your ability to meet your business needs.
  4. Microsoft System Information (Msinfo32.exe) tool report and a list of installed programs (Instructions).
  5. DeviceLock Service policy file exported from the affected computer (Instructions).
Upon registering a new case, you will receive an automated email from Acronis Customer Central with information about your Case ID and other service information.
Please do not change the subject line of the submitted case; otherwise, your response will not be received!

In order to browse and review the submitted support cases in Acronis Customer Central, please register or sign-in to Acronis Account.

In the following Knowledge Base article you can find detailed instructions on how to create an account at Acronis website.

Acronis Account: check on submitted support cases

Support Requests, available under My Account, is Acronis Customer Portal where you can browse and review all your cases, both resolved and open.

The Submit new case option is temporary not applicable for submitting Acronis DeviceLock DLP support cases.

To check on a submitted case, click the + sign and review case history:

Under Support Requests you can:

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