800-862-5965 sales@macminivault.com
Frequently Asked Questions
< All Topics

Cannot enter system passwords with Acronis Cyber Protect Connect (Remotix)

UPDATE Jan 31, 2023: Acronis released and updated version of Cyber Protect Connect (v1.1 build 24782 or later) that contains a fix for this issue. Download it here: https://www.acronis.com/en-us/products/cyber-protect-connect/download/

We are aware of customers experiencing issues with current/older versions of Acronis Cyber Protect Connect (Remotix) when connecting to remote Macs running macOS Ventura. We have reached out to the Acronis team, and they are aware of the issue with passwords that contain any capital letters:

There currently is a known issue in Acronis Cyber Protect Connect / Remotix compatibility with Ventura. In macOS 13 Ventura, they [Apple] have changed the way they distinguish uppercase from lowercase in keyboard input– so the method which we in Remotix have used for years doesn’t work anymore.

The Acronis support team goes on to provide a temporary workaround:

As a workaround, you can temporarily change your system password in Ventura so that it doesn’t contain any characters which involve pressing Shift while typing (e.g. uppercase letters, @#$%^&*, etc.).

Acronis has the issue fixed in a beta version and is working on rolling the fix out to production. We will update this article when we have confirmed the fix is available in the latest stable version of Remotix.

For customers that are having issues logging in to their remote Mac after upgrading to macOS Ventura, please open a support ticket so that we can assist you further.