Recovery points not being shown correctly

Steve,

I can confirm that the Recovery view in the GUI does not display correctly.  In my case I have now have 2 backups in the GUI.  One of them I reconfigured from a prior incremental backup set and the other is a new full disk task I setup after clean install of the new release version.

Selecting either backup task then clicking on the recovery tab I am only presented with a view of C: drive.  This is a problem as the backups are on G: drive.  (See screenshot).

I am certain this did not exist in the last BETA version as I made a series of recoveries using the Windows app and the Recovery Media and all were successful.

Thanks for confirming Bob, time to open a Support Ticket then!  Will update with the case # when advised of it.

Steve and Bob,

I only have 2 backups to check from, a full yesterday and one diff today.  Both are showing.

I'll make another diff later today and check again.

Regards,

Steve F.

Thanks for your update Steve F - I have submitted a support ticket but will keep an eye on my own backups in case this decides to resolve itself and go away!  Stranger things can happen!

Hello Again,

I just received a Win10 Update, KB4346783. After the update completed, I executed another Diff backup on the SSD drive.

All 3 backups appear as expected.  Will be interesting to see why I am seeing all backups while others may not.

Steve F.

Steve, I can confirm that new backups get shown in the Recovery list but ATI is not following the backup chain to pick up / show earlier backup files that exist, which can give some strange / confusing results for users.  Examples below:

These are all the same backup task:

There should be 5 Recovery points shown to correspond with the 5 files found by using Open Location for the task but only 2 are shown.

Next, for a different task with a backup to my NAS.

Here, only the latest Incremental file is shown as available for Recovery yet this is the 5th such Incremental file of that backup version chain, with a previous full chain also available but neither being shown.

Hello Steve,

I may not have understood the issue correctly so I added (imported) an existing backup.  The backup had a full and 11 Diff's.  After the import into TIH2019, It appears to show all of the recovery points correctly.  Now, the difference here may be that this added backup was created from 2016 and not 2019.  Not sure if that has any relevance.

Regards,

Steve F.

Steve, I would expect the same behaviour if I were to import any of my existing backup version chains, but I am sure that in 2018 & earlier versions, existing versions kept their version chains as shown on the Recovery panel.

To set this in context.  I had a problem where the TrueImageHomeService.exe caused an issue with my main Cloud backup - the backup never got beyond trying to connect to the Cloud and could not be paused or cancelled etc.  I tried a Repair Install to no avail, so I uninstalled ATI 2019 (along with AUR and DD12) but without using the Acronis Cleanup Tool.  I saved all my task settings to a zip file before uninstalling etc.

I then reinstalled it all back, starting with DD12, then ATI 2019 and finally AUR (as recommended in KB 61428: Installing Acronis True Image and Acronis Disk Director on the same computer - I realised that I may have installed DD12 after 2018 was installed, from which I had upgraded to 2019, so took this opportunity to ensure all was done correctly!

Having reinstalled, restarted Windows, then imported my task settings back from my zip file and signed in to my Acronis Account, I then ran each task in turn to re-establish the Activity page and get back the green tick marks, but then found this issue with only the one Recovery point showing regardless of lengthy version chains of files being available.  This was prompted when responding to the forum topic from Michael Verdi listed in my initial post for this topic, where the same issue was present for that user!

Steve,

Thanks for the detailed reply.  That makes it much clearer for me (the late pop-in).

I'll keep an eye on my future updates and backups and if I notice a similar action, I will pop back in.

Regards,

Steve F.  

I see something similar - for some older backup tasks that have not been executed since installing ATI 2019 when I try to open them I get the message that the task has not been run. Will need to do some more investigation and update this post.

Another weird thing, ATI GUI closed itself why trying to open another backup. When trying to restart the App the feedback took opened without prompting - something I have never seen before.

I verified that there are multiple backup in fact exist for the task (see screenshot below). (My recollection is that I would have done a clean install at end of beta testing having previously saved backup task. The restoring of backup task seem to not only fail to overwrite the content of the index but fails to properly innumerate the content of the task. 

Something seems to be badly broken. I do not recall seeing this behaviour in the beta testing. The option to validate the backup is not present.

Ian

Note: Support Case is 03457367 for this issue - Udyam investigating.

Thanks for the Support Case number.

Ian

Thanks Steve

ProcMon captures submitted for this support case as requested (covering switch to Recovery panel view for 4 different backup tasks showing the issue) along with screen images & a system report.

Thanks Steve,

I have decided that I will not setup any new tasks until this issue is resolved which is not a big deal for me due to my backup practices.

Keep us posted!

Hello Everyone,

Discussed this topic internally, my colleagues from the RnD confirmed the behavior is expected due to the current archive architecture, where the chains of dependent backups are saved as the separate sets of files. Information about version chains that belong to the same plan is held in the internal product database and if lost (in case of re-installation or re-created by a user manually) the software starts treating each version chain as an individual one. 

Ekaterina, thank you for your update, however, I am still not able to accept that this is working correctly when the ATI GUI for my backup tasks does not show me a full chain of  incremental backups and the initial full backup for the chain as Recovery points.

I have made this same response in my Support Case # 03457367 yesterday along with the following screen images showing exactly what my concern is here.

All my backup task configuration settings were saved to a zip file prior to reinstalling ATI 2019 after the Beta program, then imported back again from the zip file afterwards.  If key information is not being captured in the zip file then this really renders this option (given in ATI 2018 & 2019) to be ineffective and misleading.

I expect ATI to at least 'walk' the current backup version chain for a backup task and discover the other files that are essential to that task and offer these on the Recovery page drop-down list.  I can accept that the Activity page will only show the task backup actions since it was imported back and will not therefore show backups created prior to that point, but the lack of accurate and complete Recovery information is not acceptable for a product of the reputation of Acronis True Image.

I know that I can circumvent this issue by forcing a Validation for this backup task, but given that all my files are on my NAS, this will take many hours to run, and should not be necessary just to get the Recovery information populated correctly.

Steve, as usual, I am in full agreement with what you are saying. In particular the fact that saving and retrieving settings does not really offer any assistance to users with this extremely odd behaviour.

Ian