To install Acronis True Image OEM Cloud on Windows:

• Download and start installation file, Click Install
• Start application
• Sign in (If you do not have an Acronis Account, Click “Create account”)
• Insert 16 digits activation code, Click Activate
• (Note that your activation code will be replaced by a full 64-digits serial number during activation).

To install Acronis True Image OEM Cloud on Mac:

• Read and accept the terms of the license agreement and the Acronis Customer Experience Program.
• Double-click the Acronis True Image OEM Cloud setup file (the file has a .dmg extension).
• Drag the Acronis True Image OEM Cloud icon to the Applications folder. When you start Acronis True Image OEM Cloud for the first time, you must enter the serial number.

After logging into your account and activating the product, your serial number is registered at www.acronis.com and 10 Gb (for 1 PC) or 20 Gb (for 2 PCs) of Cloud subscription is assigned to your account.

Yes, you can upgrade your product up to Acronis True Image Cloud version (1, 3, 5 PC). http://www.acronis.com/en-us/personal/online-backup/

You can get all advanced features by upgrading to Acronis True Image 2016 or Acronis True Image Cloud. http://www.acronis.com/en-us/personal/true-image-comparison/

For any assistance with True Image OEM Cloud and product updates, please refer to official support resources of Kaspersky Lab at http://support.kaspersky.com/.

Do the following to restore a Mac from a backup:

1. Plug in Acronis bootable rescue media to your Mac.
2. Start or restart your Mac. Press and hold the Option key while the Mac is starting. The boot menu will be displayed.
3. Choose Acronis Media as a device to boot from.
4. Select Recover from Acronis True Image Backup, and then click Continue.
5. Choose the location of your backup.
6. From the list, select the backup version from which you want to recover your Mac, and then click Next.
7. Select the check boxes next to the partitions that you want to recover.
8. Select a destination for each partition. Make sure the mapping is correct:
   • EFI partition should be mapped to EFI disk0s1
   • Macintosh HD should be mapped to Macintosh HD disk0s2
   • Recovery HD should be mapped to Recovery HD disk0s3
     
     This is the correct order. Your Mac might become unbootable or boot into Recovery HD, if you leave incorrect mapping.
9. To start recovery, click Recover, and then confirm that you want to erase all data on the destination partitions.
10. When recovery is complete, restart your Mac.

• Download and start installation file, Click Install
• Start application
• Sign in (If you do not have an Acronis Account, Click “Create account”)
• Insert 16 digits activation code, Click Activate
• (Note that your activation code will be replaced by a full 64-digits serial number during activation).

To install and activate True Image OEM Cloud:

1. Run the setup file.
2. Click Install.
   True Image OEM Cloud will be installed on your system partition (usually C:).
3. When the installation is complete, click Start application.
4. Read and accept the terms of the license agreement.
5. In the opened window, sign in to your Acronis account. The product will be automatically activated.

Recovering from a True Image OEM Cloud error

If True Image OEM Cloud ceased running or produced errors, its files might be corrupted. To repair this problem, you first have to recover the program. To do this, run True Image OEM Cloud installer again. It will detect True Image OEM Cloud on your computer and will ask you if you want to repair or remove it.

You can activate True Image OEM Cloud either on your computer or from another computer, if your computer is not connected to the Internet.

Activation on a computer connected to the Internet

If your computer is connected to the Internet, the product will be activated automatically.

If the computer where you install True Image OEM Cloud does not have Internet connection or if the program cannot connect to Acronis Activation Server, click Account on the sidebar, and then select one of the following actions:

• Try again - select this option to try to connect to the Acronis Activation Server again.
• Activate offline - you can activate the program manually from another computer that is connected to the Internet (see below).

Activation from another computer

If your computer is not connected to the Internet, you may activate True Image OEM Cloud by using another computer which has connection to the Internet.

To activate the product from another computer:

1. On your computer, install and start True Image OEM Cloud.
2. On the sidebar, click Account, and then click Activate offline.
3. In the True Image OEM Cloud Activation window, perform 3 simple steps:
4. Save your installation code to a file by clicking the Save to file button, and specify a removable media as the file location (for example, a USB flash drive). You may also simply write down this code on a piece of paper.
   On another computer which has the Internet connection, go to http://www.acronis.com/activation/ . The instructions on the screen will help you to get your activation code by using the installation code. Save the obtained activation code to a file on a removable media, or write it down on paper.
5. On your computer, click the Load from file button and specify a path to the file with the activation code; or, simply type it into the box from the piece of paper.
6. Click Activate.

Backing up the entire machine is the most complete way to protect your data. We recommend that you choose this option when you are not sure which data that you need to protect. When you select Entire PC as a backup type, Acronis True Image backs up all your internal hard drives in disk mode. The backup contains the operating system, installed programs, system settings, and all your personal data including your photos, music, and documents.

To back up the entire contents of your Windows computer:

1. Start Acronis True Image OEM.
2. On the sidebar, click Backup.
3. Select Entire PC  (or click the Backup source icon, and then select the type of items you want to back up: disk and partitions or files and folders)
4. Click the Backup destination icon, and then select a destination for the backup
5. Click Options to set the options for the backup, including schedule, scheme, archive cleanup and others.
6. Click Back up now or select another start time option.

Preparing for recovery

We recommend that you perform the following actions before recovery:

• Scan the computer for viruses if you suspect that the crash occurred due to a virus or malware attack.
• Under bootable media, try a test recovery to a spare hard drive, if you have one.
• Validate the image under bootable media. A backup that can be read during validation in Windows, may not always be readable in a Linux environment.

Under bootable media, there are two ways to validate a backup:

• To validate a backup manually, on the Recovery tab, right-click a backup and select Validate Archive.
• To validate a backup automatically before recovery, on the Options step of the Recovery Wizard, select the Validate backup archive before recovery check box.

Assign unique names (labels) to all partitions on your hard drives. This will make finding the disk containing your backups easier.

When you use the Acronis True Image rescue media, it creates disk drive letters that might differ from the way Windows identifies drives. For example, the D: disk identified in the standalone Acronis True Image might correspond to the E: disk in Windows.

Recovering your system to the same disk

Before you start, we recommend that you complete the procedures described in Preparing for recovery.

To recover your system:

• Attach the external drive if it contains the backup to be used for recovery and make sure that the drive is powered on.
• Arrange the boot order in BIOS so as to make your rescue media device (CD, DVD or USB stick) the first boot device. See Arranging boot order in BIOS.
• Boot from the rescue media and select True Image.
• On the Home screen, select My disks below Recover.
• Select the system disk or partition backup to be used for recovery.

When the backup is not displayed, click Browse and specify path to the backup manually.

• Select Recover whole disks and partitions at the Recovery method step.
• Select the system partition (usually C) on the What to recover screen. If the system partition has a different letter, select the partition using the Flags column. It must have the Pri, Act flags.  
• At the "Settings of partition C" (or the letter of the system partition, if it is different) step check the default settings and click Next if they are correct. Otherwise, change the settings as required before clicking Next. Changing the settings will be needed when recovering to the new hard disk of a different capacity.
• Carefully read the summary of operations at the Finish step. If you have not resized the partition, the sizes in the Deleting partition and Recovering partition items must match. Having checked the summary click Proceed.
• When the operation finishes, exit the standalone version of Acronis True Image, remove the rescue media and boot from the recovered system partition. After making sure that you have recovered Windows to the state you need, restore the original boot order.

You can create a rescue bootable media - a standalone version of Acronis True Image OEM that you can use to boot a crashed machine or a machine without any operating system and restore an image of your system. Follow these instructions to create a bootable media.

1. Start the product and click the Tools sign -> Rescue Media Builder
2. Select Acronis bootable rescue media
3. Select the media type
4. Click Proceed

Possible reasons for the issue:

• You exceed the maximum number of computers with installed True Image OEM Cloud.

For example, you have a serial number for one computer and you install True Image OEM Cloud on the second computer.

Solutions:

• Enter a new serial number. If you do not have it, you can buy the full product version in the Acronis built-in store.
• Move the license to your new computer from another one on which the product is already activated. To do this, select the computer from which you want to move the license. Note that True Image OEM Cloud will be deactivated on that computer.
• You reinstall Windows, or change hardware of your computer.

For example, you might upgrade motherboard or processor in your computer. Activation is lost, because True Image OEM Cloud sees your computer as a new one.

Solution:

To reactivate True Image OEM Cloud on your computer, choose from the list the same computer by its old name.

Follow step-by-step instructions below to troubleshoot the issue. 

1. Make sure the operating system is supported: 
   • Windows XP SP3
   • Windows 7 SP1 (all editions)
   • Windows 8 (all editions)
   • Windows 8.1 (all editions)
   • Windows 10
   • Windows Home Server 2011
2. Make sure your machine meets the hardware requirements: 
   • Processor Pentium 1 GHz.
   • 1 GB RAM.
   • 1.5 GB of free space on a hard disk.
   • CD-RW/DVD-RW drive or USB flash drive for bootable media creation.
   • Screen resolution is 1152 x 720.
   • Mouse or other pointing device (recommended).

Issue types by root causes and troubleshooting steps

Introduction

Backup may fail due to a variety of reasons. This article contains instructions on how to localize the root cause of the issue and how to troubleshoot it as well as links to other troubleshooting articles.

Follow these steps to troubleshoot disk/partition backup failures:

1. Get familiar with the backup technology in the About part.
2. Follow to Troubleshooting part to troubleshoot and resolve the issue.
3. Collect information and contact Kaspersky Support if none of above solves the issue.

About

Backup process can be divided into several stages:

1. Backup process starts with checking permissions and looking for existing backups.
2. Backup continues with creating a snapshot of the source.
3. After snapshot is done, data captured is saved into archive.

Troubleshooting

Follow the step-by-step instructions below to troubleshoot the issue. Complete prerequisites step before proceeding to the error troubleshooting step.

Prerequisites

• Check if the file system of the volume is supported, see product documentation Acronis True Image can back up non-supported file systems using the sector-by-sector approach.
• Make sure the user specified for running Acronis True Image has Administrator privileges or is a member of the Backup Operators group in a Windows operating system (see: Add a user account to a group).

If all steps above have been executed and the issue still persists, go to the error troubleshooting step.

Ports and hostnames

Acronis Cloud Backup needs to have access to the following hostnames and ports:

Windows

Check ports in Windows

You can check if the ports and hostnames are open by using Acronis Cloud Connection Verification Tool.

Alternatively, you can check if the ports and hostnames are open in your network by issuing the telnet command. If they are accessible, you will see a blank screen after issuing the command: Using telnet to Test Open Ports.

Open ports in Windows Firewall and allow Acronis software through firewall:

See Acronis Software: Allowing Acronis Products Through Firewalls

See Backup Fails with "Cannot access the path".

Please contact Kaspersky Support if you need assistance or ask our MVPs and other Acronis Customers for advice on Acronis forums.

See Backup Fails with "Disk is full" Or "Write error".

See Restored Operating System Fails to Boot.

Introduction

NAS detection issues can occurs under specific circumstances. To identify the exact cause, it is necessary to look into the Acronis System Report and the Wireshark log collected while reproducing the issue. Always make sure you have the latest build of the product.

Solution:

Known issues:

Check if the same NAS share with the same credentials can be opened in Windows Explorer. If the issue occurs also in Windows explorer then the issue is not related to Acronis True Image.

In case your NAS cannot be detected by its name, try to specify it by the IP address.

Collecting Information

Collect following information and contact Kaspersky Support.

1. Description and screenshots of steps causing the issue. For Screenshots see Creating Screenshots.
2. Vendor and Model of the NAS.
3. NAS network integration mode - is it part of workgroup or domain (optional - this setting may not be available for particular NAS model).
4. PCAP log (see Collecting PCAP Logs)
5. If that is possible, collect also Wireshark log of NAS share being opened in Windows Explorer. See Collecting PCAP Logs.
6. System report (Help->Collect system report) after the issue is reproduced and PCAP logs are collected, see: Acronis True Image 2016: Generating System Report. If this does not work, collect information with AcronisInfo Utility.
7. Send the collected information to Kaspersky Support.

Symptoms

When running an Acronis product in Windows, it cannot find any hard disk drives.

Or Acronis True Image OEM Disk Management identifies the problem drive as Super floppy or Unsupported.

Cause

The most probable cause is that the problem drive does not have a valid MBR or a third party software is blocking the access to hard disk drives.

Solution

Check if the disks are detected in file/folder backup as opposed to full disk/partition backup mode.

Follow the instructions below:

• If the disks are not detected either in full disk/partition backup mode, or in file/folder backup mode

Disks are detected in file/folder backup mode only

If the disks are detected in file/folder backup mode and the drives contain only one partition, which fills the entire disk (this can be seen from Disk Management via Start-Run -> diskmgmt.msc), then these symptoms indicate that the drives might not contain a valid MBR (which is often the case with the new drives formatted by the disk vendor) and therefore are not supported. Support for such drives without MBR is planned for future versions. The solution is to reinitialize drives from scratch and ensure proper MBR is created on them:

(!) Please note that all the data from such disk is to be transferred to some other location not on this drive, since the below actions will erase all the data from the disk in question.

• Hit Start-Run and type in cmd
• In the command line, type in diskpart
• Issue the following commands:
• list disk

-> and locate the number of the problem disk (let us consider the problem disk is Disk 1).

select disk 1

-> this will select Disk 1 as the target, and diskpart will run further operations with this disk.

clean

-> this will erase all disk formatting and overwrite the existing MBR with zeroes to make the disk uninitialized.

• Then go to Disk Management (Start-Run -> diskmgmt.msc) and initialize the problem disk:

Introduction

(!) Please note that if you lost the password to the archive, we won't be able to restore it. Recovering a lost password or restoring an archive without knowing its password is not possible

If you have a corrupt backup and need to restore data from it, the general strategy would be to:

1. Copy the corrupt backup archive to the internal hard disk drive (if the backup is on an external resource/media);
2. Mount or explore the backup archive and try to restore files or folders from it.

To troubleshoot the issue please see the Solution section of this article.

Solution

If an Acronis product creates corrupt backup archives, please use the following scheme to troubleshoot the issue:

• Troubleshooting issues with corrupt backups

The troubleshooting scheme will guide you through steps to find out whether the backups are detected as corrupt due to the machine's faulty hardware, or they get corrupted during data transfer from network or USB, or due to the faulty transfer cable, or if the issue is in Acronis True Image running in Windows, or if the issue is with Acronis Bootable Media.

Contact Kaspersky Support if you have questions or need assistance.

Introduction

How to work around the situation when the set up e-mail notifications fail to be send.

Solution

Troubleshooting E-mail Notification Issues

1. You have restored your Mac from a backup.
2. Recovery completed successfully.
3. You restart the machine.
4. Your Mac boots into Recovery HD.

Cause

Incorrect partition mapping was specified while setting up recovery task.

Solution

Use one of these methods to resolve the issue.

Method 1 – Restore boot order manually

1. Boot into the Boot menu by holding the Option key at boot time.
2. Select Macintosh from the menu.
3. Boot to OS X.
4. Open System Preferences.
5. Select Startup Disk.
6. Select Macintosh System as the default boot option.
7. Restart your Mac.

Method 2 – Rerun recovery and specify correct partition mapping

See Restoring Mac.