E-mail notification problems

Discussion in 'Acronis True Image Product Line' started by headnerd, May 31, 2008.

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  1. headnerd

    headnerd Registered Member

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    I have ATI for SBS 8,084. It is a trial version in the second day of the trial. I am trying to get e-mail notification to work. NO JOY!!

    I have read the various threads and tried all conceivable combinations of <>, user name/password, FQDN/IP, no <>, no user name/password, etc.. Just a note, there are 16 basic combinations of which none work. Since this is SBS, ATI should be able to use exchange/smtp to send mail. However, each attempt gets the progress box, then the error that mail couldn't be sent and there is "incorrect email". DUH!
    I'd really like to get this to work, because as it is, it is totally useless. I won't sell something like this to my customers. I wanted to switch because of the universal restore feature, but no e-mail means no sale, and I'll just keep using and selling Paragon Backup (at half the price of ATI, making it an easier sale anyway) which at least seems to send e-mail some of the time.
     
  2. foghorne

    foghorne Registered Member

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    Have you tried telnetting from the ATI host to your SMTP server to prove that connectivity/firewalls etc is not the issue. Also is SMTP configured on your Exchange Server - ATI does not talk MAPI.

    F.
     
  3. headnerd

    headnerd Registered Member

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    Yes, they're both on the same server since it's SBS. Telnet works fine. The SMTP connector is running. Other programs which use SMTP notification work fine. Just not ATI.

    Is the trial version crippleware?
     
  4. foghorne

    foghorne Registered Member

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    Not as far as I know.

    The only thing you should need to do differently is enclose the email address in "<" ">".

    F.
     
  5. headnerd

    headnerd Registered Member

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    As I said in my post, I tried the 16 combinations of <> and other variations of configuring the email/server/user name/password. Other programs such as Trend SMB and Paragon can successfully send SMTP notifications. Even Windows reporting works. What makes ATI so reluctant to send notification? I really need an answer to this as I would like to sell/recommend the product, but lacking any form of communication or tech support, it's not something I can in good faith foist off on my clients.
     
  6. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello headnerd,

    Thank you for choosing Acronis Server Backup software.

    As you used numerous of the workarounds and nothing helped could you please submit a request for technical support with the detailed issue description and the link to this thread. You can be sure we'll do our best to help you as soon as possible.

    Thank you
    --
    Nikita Sakharov
     
  7. headnerd

    headnerd Registered Member

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    I already submitted a support request. I got an email saying that I had submitted a support request, but that's the last I've heard. What's the turn-around time for tech support responses? I put in the request over the weekend, and still nothing but an autoreply.
     
  8. Dread73

    Dread73 Registered Member

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    I'd love to hear the solution as this one has stumped me for days as well. Bloody annoying when everything else using SMTP mails notifications fine.....but this product won't even if installed on the Exchange/SBS server itself.

    Great product...just this one little annoying part....no notifications :(

    If you find a solution can you please post it up here, I'm sure you and I aren't the only ones to suffer fromt his one ;)
     
  9. foghorne

    foghorne Registered Member

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    A long shot for you.

    Have you tried using the Server's IP address rather than the hostname?

    F.
     
  10. headnerd

    headnerd Registered Member

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    Yep and the various forms of computername.domainname.tld/local in various shapes and sizes. Also just computername and all other combinations that I could conceive as possibly being what ATI wanted.
     
  11. RitchieG

    RitchieG Registered Member

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    I don't know if this will help but in my case McAfee Virus Scan Enterprise saw "TrueImage.exe" (sends test messages) & "TrueImageHomeNotify.exe (sends messages from the task) as "mass mailing worms" . I also contacted my ISP and I had to enter my username @ myisp.com the same as my e-mail address. Also in the additional settings I had put something in the "From" field, my ISP's mail system will not accept a message with something in the from field that is different than the originating e-mail address. Now e-mail notification works perfectly for me.
     
  12. headnerd

    headnerd Registered Member

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    This is my opinion based on the pathetic performance of Acronic True image software, and the nonexistent tech support provided by Acronis which might persuade me to forge ahead with trying to get this inadequat product to work. I guess it's time to give up on Acronis. No support. False advertising. Misleading information. Defective software. Not much to recommend expending any more time and effort on such a pathetic product. They call the download a "15 day trial". It's really just a demo. There's no way to evaluate the product. Maybe that's what they want. Make you pay to find out that the software is dysfunctional and support is non-existent. The only functioning part of tech support is the auto-reply function. No other response except to say that there will be a response. They neglect to say when. I've tried this twice now over a period of a few months, and have yet to receive ANY response from tech support except the auto junk saying that there will be a response. When using the "trial" software it says you can't do this and you can't do that, unless you pay to find out it really doesn't work. That way they've got your money before you have a chance to find out how the software really don't do much of anything. Do this often enough and have enough shills and you don't have to provide a functioning product to make money. Kind of a shame. On the face of it, at least according to all the descriptive drivel that populates the web site, it's a nice program. Too bad there's no substance behind the pie-in-the-sky claims made by the sales types who seem to be the only live employees.
    Is there anybody from Acronis who can prove me WRONG? I doubt it, in light of the total lack of helpful response to date. But I guess one more plea for some kind of response is in order. I really like what I've seen of the program, but the above shortcomings prohibit me from using or selling/recommending it to my clients.
     
  13. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello headnerd,

    Please accept our sincere apologies for the delayed response.

    Could you please tell me the number of your case in Acronis Support Department you have received in autoreply? I'll do my best to escalate issue processing and you'll get response in the nearest time.

    Thank you
    --
    Nikita Sakharov
     
  14. headnerd

    headnerd Registered Member

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    This is the case number that was auto-responded to on 6/2/08
    1512696
     
  15. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello headnerd,

    Many thanks for the provided information and please accept our sincere apologies for such a delay.

    I've contacted responsible person and you'll get an answer in the nearest time.

    Thank you
    --
    Nikita Sakharov
     
  16. Dread73

    Dread73 Registered Member

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    Any further updates on a resolution to this issue??
     
  17. headnerd

    headnerd Registered Member

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    NOPE!!!!! I keep getting messages that they are going to help me, the the help comes and it is a rehash of what's in the FAQs and forums, which I tell them I've already done. Apparently they can't or don't take time to read the request for help, or they wouldn't keep telling me to do the same things that I tell them I've tried already.
    It's been several days since the last response. I've pretty much given up on Acronis and decided to stick with Paragon. At least Paragon Drive Backup works, and on the few occasions that I've had a problem, their tech support got back to me with 2 - 3 work hours. Beats the heck out of 2-3 work weeks. Anyway my 15 day trial expired before I could get an answer. Why bother with inadequate and non-responsive tech support when I've got something that does the backups better anyway. The only reason I wanted to switch was the universal recovery, and they charge beaucoup for it anyway. Just not worth the hassle.
     
  18. stevewa

    stevewa Registered Member

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    yikes! you are using a Microsoft product SBS and you are complaining about "No support. False advertising. Misleading information. Defective software." o_O

    you gotta understand Acronis tech support, as with all other big company tech support, is first level minimum wage or less if overseas workers so you can't expect any help from them. you've got to use brains and figure it out yourself. I see you've used your brains and chose a different product. that make be the best thing in this case. good luck
     
  19. dougaross

    dougaross Registered Member

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    How about some help with my problem which I submitted in May Acronis #1487400
     
  20. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello dougaross,

    Thank you for choosing Acronis Disk Backup Software.

    We are sorry for delayed response.

    Please check your Private Messages.

    Thank you.
    --
    Marat Setdikov
     
  21. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello headnerd,

    We are very sorry for the inconvenience. Please be aware that usually we are able to resolve the problem after investigating it thoroughly. If the problem arises when using a trial version, and isn't resolved by the time the trial runs out, we will provide you with a trial extension till the problem is resolved.

    Thank you.
    --
    Marat Setdikov
     
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