Clean Up not working.
Any help greatly appreciated!
I had a hard drive issue so my cloud backups stopped happening from mid December. My hard drive has now been replaced but I still can't backup. AcronisCloud says I have used 448.48 of 500GB.
Ok, so I try to 'Clean up space' in "Storage Status" and it says the server isn't available (see screenshot).
I have already deleted all of my files in the "Files" tab but it still shows that I only have 51.52GB left.
I have read the Acronis instructions for cleaning up space, followed them, and have now hit a dead-end. Is their server really not available (seems odd for what is basically a server-operating company) or is this some scam to get me to upgrade space (this message has been quite prominent, showing that at least one of their servers is available...)
So basically I have paid for a product that is no longer working, there is no obvious way to get a solution (tried the manual, no technical staff that are contactable) and I have no backup. But I can buy more (and unnecessary) space. Great, thanks Acronis.
Mike, the main reference document here is KB 62010: Acronis True Image: how to delete backups in Acronis Cloud and free up Cloud storage space
Given you have a Cloud subscription you can open a Support Case with Acronis for this issue and get help with resolving it.
I'm in the same boat. I have a small subset of my PC profile backed up daily. It amounts to about 4.5GB of uncompressed data. I ran the cleanup recently, yet the cloud still shows this profile is taking up 120GB. Seeing as how it can only retain 20 dailies, and this data barely changes, it should maybe, at most be about 10GB if something major had changed in those 20 days, but it hasn't. I don't think the cleanup is working correctly all of the time.
Update... When I log in from https://cloud.acronis.com/
it automatically directs to
https://cloud-wr-us2.acronis.com/index.htm
I run cleanup for the profile backup and tell it to keep just the last 5 days and it says cleanup finished in about 30 seconds, but no change in the total storage space which still shows only 120GB.
I logged out there and manually signed into
https://cloud-wr-us1.acronis.com/index.htm
I did the same cleanup and it took about 2 minutes so I was hopeful it was actually working, but when it said finished, it too is still showing 120GB in the cloud console.
I'll probably have to open a support case, but am probably not going to.
One other update... after the cleanup, the cloud console shows a job was just performed and is now slightly bigger in total - up to 119.99GB from 119.96GB which seems to have grown from the cleanup task. I went back into my local system ATI console just to make sure nothing else ran from there, and it hasn't.
So, cleanup not working for me and each run of it may actually be growing the storage a little bit too!
Yikes!!
Rob, have you tried going through the following route?
In the ATI GUI, select one of your Cloud backup tasks, then select the option to 'Open location' which will then open the Acronis Cloud in your web browser and show the size of each backup set by name.
For me, this showed the real difference between the size shown in the ATI GUI and the size held in the Cloud servers with all the retained versions, i.e. my Dell Studio shows as 'Data to recover: 74.5 GB' in the GUI but the real size is actually shown as 130.3 GB in the Cloud web page!
The Cloud web page also shows me my other computers with backups in the Cloud which all add to the total storage space used from my allocation.
Steve,
Yeah, Going that route, takes me to the same info as it shows when i log in directly through the web browser.
It's definitely showing about 120GB in use and also reflects that in the amount available when I add it and my other cloud backup and subtract it from the total available storage pool amount.
The GUI in the console, actually doesn't even show me how much it's using...
Hello Everyone,
If you're affected by this issue (cleanup job reported success, but the amount of data in Cloud didn't change), please open a support ticket for investigation. To find the root cause of the issue, our engineers will need to collect the meta-data for your Cloud account, which is unfortunately not possible on forum. Please send me the ticket ID, so that I can keep an eye on the investigation process.
Thank you!
*Note: this is a fix for removing all data from your backup.
I managed to get a fix through online support.
First, they say it can take a while for the clean up to happen. However this isn't the end of it. You will also have to delete your machine (right click on the computer icon on the desktop app). Then you have 100% free space and can backup again.
It's a really simple fix but it's amazing how difficult it is to find this information. I wasted a couple of hours and spent 45 minutes with online support to enable a 3 minute fix.
Good luck!
You will also have to delete your machine (right click on the computer icon on the desktop app).
Mike, thanks for your update but I am not sure that I understand the above statement? Can you post a screen image of what you are describing please to make it clearer?
Sure, delete the machine by righ-clicking on the circled icon.
Mike, thanks for the image, all is clear now. Essentially - delete the Cloud Backup task shown in the ATI GUI which then will stop ATI from trying to continue the backup to the Cloud. Whether the Backup task icon represents the machine or computer will depend on what individual users have configured as their backup source for the task.
Steve, I'm afraid my technical knowledge is pretty poor so I don't even know what ATI or GUI mean - aopologes! However this worked for me, so hopefully it is a fix for everyone.
Mike, no problem! ATI = Acronis True Image, and GUI = Graphical User Interface - or together, the main Acronis application window as shown in your screen image earlier!
Sorry about the TLA's (Three Letter Acronyms) aka shorthand to save on typing - gets to be a habit after working a long time in the tech support realm and then helping in the forums after retiring!
Mike,
Does this completely delete the backup from the cloud or just aid in the cleanup? I wouldn't recommend this if it deleted everything, when the goal is to cleanup versions to reduce spacesbut not actually remove all data for that backup. If it only helps the cleanup to finally run and then can be imported back into the Acronis GUI again, that's helpful.
In my case, I gave up and deleted everything for that backup and started over again since it was a relatively small subset of data. First backup was only 4GB as expected. I'll let it run a month or 2 and try to cleanup again to see if it behaves correctly or not then.
This will delete everything. If it's just for a clean up then I don't know, sorry.
Thanks for the confirmation. I had a feeling as that's essentially what I did, but it deleted everything. I was expecting that though and didn't mind since the new backup was going to be relatively small to re-do again.
Unfortunately, I have a large 600GB backup of family pics and home movies and restarting it from scratch is really not a resolution. I've actually done this recently and it's been 2 weeks with another 8 days estimated for the first completion.
The backup reliability, cleanup and everything else in the cloud needs to be on point to avoid these types of situations. If/when it happens locally, it's still a pain, but I can backup 600GB to a new drive in less than a day easily so it's not as much of a pain point.