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Same drive appears twice on Acronis Cloud after new online backup

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I have just completed my weekly online backup using ATIH2013. For some reason it took much longer than usual (it appeared to be uploading a lot of my photo files which had not changed at all since the previous backup).

When it had completed (it took around 24 hours) I checked to see all was OK by clicking on the "restore" button which takes you to the "Acronis Cloud". I was surprised to see that one of several drives (Drive "I" with a large number of photos) which contain folders that I have selected to be backed up online appeared twice in the backup list. When I clicked on the first entry it showed me only one of the backed up folders and when I clicked on the second entry it showed me the same folder plus another. Interestingly some folders that should have appeared as backed up from this drive did not appear under either version of the drive (I have submitted a separate post on these "missing files").

I am not sure but I think I may have 2 copies of the same files due to this duplicate entry but as they took so long to complete am not sure whether to risk deleting the backed up files under one entry in case I find I lose both! I will probably do a trial where I just delete a few.

Has anyone else seen this strange behaviour?

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I have now investigated and find that the 2 drives appear to be copies so that if I delete a file on one, it also disappears on the other.

I have attached a picture of the Cloud screen showing both drives.

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I have the same problem with the cloud backups. The same "I" drive was repeated 4X. I only backed up "C", "D", and "I" drives but have been doing regular incremental backups of the "C", "D", and "I" drives. However, since cleanup removed 2 of the 4 "I" duplicates (I kept 2 to be safe), they may be undocumented incremental versions. However, I am not sure if this is true since the size and dates were not listed. Also, a new drive "2-5" appeared that was not on my PC and had no data in it. I do not know where it came from so I deleted it.

Attached is by backup list showing no size and date entries.

Does anyone know why duplicates appear, what are they, why the size and date of drive backups are not listed in the backup list, and where did strange new drives come from that were not on shown in Windows Explorer (set to show all hidden files)?

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Charc, what version of Acronis True Image are you using here?  The original poster never received any reply / response to his questions from 3 years ago and was using ATIH 2013.

I would recommend opening your own new post in the relevant forum for your Acronis product, then we will try to help you find an answer if we can.  

In the meantime, please see KB document https://kb.acronis.com/content/56772 for troubleshooting the Family Dashboard, which is how the online Cloud interface is called in ATIH 2016.

Steve, I am using True Image Home 2016. Do you know why size and date do not show for the backed up folders for all drived in the backup. Only the total backup size and date shows on the main backup list. Can you explain the duplicates?

 

 

 Hi

I am the person who posted the original problem in this thread.  It may or may not help you to read the messages at http://forum.acronis.com/forum/38809 which describes a possibly related problem and the solution I found to it from another Forum member's post.  It appears that problems in the "consolidation" stage of an Acronis Cloud online backup can lead to errors in the record of what has been backed up and that at least some of these errors can be corrected by doing a subsequent backup where you deliberately just include a few files.

At the time of my post (some 3 years ago) I was using ATIH2013 but have since then upgraded to ATI2016.  One reason was that I encountered further (different) problems with my Acronis online backup and eventually Acronis were good enough to offer me the chance to upgrade as they could not offer any other solution.  As part of this I was obliged to re-create my entire backup (it took weeks!) but in the end the duplicate drive had disappeared and (touch wood) has not reappeared since.

If you do not already do so, I would encourage you to use the Acronis Cloud as just one of several backup solutions.  That way you are not totally exposed if you do need to start again (as I had to).  I keep all my files backed up locally on external drives (deliberately left disconnected when not being used) as well as on the Acronis Cloud.

Good luck!

 

Charc,

I would manually delete the task on your system (not the backup).  Do this by shutting down the  4 Acronis services in computer management / Services.

Then go to C:\ProgramData\Acronis\TrueImageHome\Scripts - open each one in notepad to find the one(s) associated with the cloud (via the script task name in the script data).   Once identifed, move them somewhere else for now (just in case - you can delete them later).  Then rename C:\ProgramData\Acronis\TrueImageHome\OnlineBackup to Onlinebackup.bak (or whatever you want - just rename it).  Start your Acronis services again and launch the application.

The scripts should get recreated on the local machine once they sync with the cloud again.  If both still show up on the computer and/or in the cloud, right click and delete the old one (the one you don't want need anymore).  This should update it in the cloud as well.  Alternatively, you can delete the one you don't want in the cloud instead of from the computer and it should update on the computer in Acronis as well now.