67494: Acronis DeviceLock DLP: How to get support

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Last update: 06-07-2021

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 use this submission form.

All new support cases will be submitted to the Acronis Support.

* Your email address will be used to enlist submitted tickets in Acronis Support.
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 business process.
  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 Support 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 Support, 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

There is no product registration for Acronis DeviceLock DLP products. All serial numbers / license files for Acronis DeviceLock DLP products are maintained and registered in an internal system upon purchase.  
Customers do not need to have the products registered in the Acronis Support in order to either download updates or request technical support or use the products.
Chat support for Acronis DeviceLock DLP products is not available. All messages regarding DeviceLock products sent via Chat will be moved to 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: