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New User Frustration- considering asking for a refund

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Hi! After reading the positive reviews I purchased a copy of ATI2020 professional, along with an extra 1T storage (for a total of 2T). (My first experience with the program),
Have been trying to use it for several days with the following results:
1) When attempting to make a BU to the cloud, I repeatedly get the error "Volsnap driver not found".
2)When attempting to make a BU to a local external drive, the first three times of trying to start I get "Volsnap driver not found", but usually by the fourth attempt, the BU starts and completes.
3) When making the BU referred to in #2, I selected the option for it to be validated. It took a bit over 2.5 hours for the BU, but when the validation started, the feedback said it was going to take over 3 days. (It has been running for about an hour and a half, and now says it is 47% completed with 4.75 hours to go.
4) Earlier, I made an image backup to an external drive with the option selected to replicate the BU to the cloud. The BU (again) took about 2.5 hrs, but the replication was incredibly slow. After 9 hours, it was only about 10% done. I got someone on Tech Support Chat who had me run a speed test to server in Virginia. I had download of 101Mbps and upload of 8.8Mbps. She said that there was a problem between my ISP (COX, Phoenix) and Virginia...
5) I tried to sync a small folder from my PC to the cloud and it failed, even after multiple attempts.
Sorry to sound like I'm venting, but I have never had this much trouble with a new piece of software. Oh, I should mention- I am running this on a late model Lenovo with memory pretty much maxed out, running Windows 10 64x, latest build.
I currently have four or five tickets into support. But what do you think, should I stick it out hoping there will be an update soon? Or should I ask for a refund? I have a low confidence in the viability of the product.
Thanks in advance for any thought. Jim

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Morning Jim

Sorry sorry translated with google

1. concerns here https://kb.acronis.com/content/63024
2. should also be fixed.
3. Please ask the support for the latest build 22840 where various bugs are fixed.
Recommendation ;
- Avoid validation
-Windows 10 disable quick start (This has already solved many concerns with various inquiries)
- Create exceptions in the anti-virus program so that Ati can work undisturbed.

 

Good Morning!

Thank you- those are good suggestions and I will look into them.

BTW- I just checked and I have build 22510, so will give the new build a try.

Have a great day.

Jim, your upload speed is fairly typical for lots of users including myself.  My own ISP (here in the UK) gives me 100Mbps download but only 10Mbps upload, which for me renders replication unusable, especially when taking into account that it follows the same backup scheme as used for local backups, thus will want to upload new Full backup archives after X incremental versions etc.

I would recommend forgetting about replication until it can be used to local destinations such as a NAS, and instead doing a normal ATI backup to the Cloud where only the initial full backup is performed, and it uses a hybrid incremental scheme based on a delta comparison to identify all further data to be uploaded.

For your other issues such as volsnap driver not found - I have not seen this being reported by other users so would offer a couple of thoughts:

First, download the Acronis VSS doctor tool and run this as Administrator to check that there are no issues with the Microsoft VSS feature used for creating snapshots.

Second, are you doing any form of overclocking on this system?  If yes, then you may need to adjust this until these issues 'go away'!  ATI is pretty intensive in terms of CPU and Disk utilisation and other users have reported strange issues when overclocking which disappear when finding the optimum balance of settings.

Steve, Thank you, that information is  helpful. I ran Acronis VSS Dr. last night and again a few minutes ago (after I updated the latest build). The results for today were solidly green, with the event log showing the problems I had yesterday. Thank you for the suggestion to forget replication and the reasons behind it. Sync also worked today on some small files. I believe my next step will be to try a normal ATI backup to the cloud and see how that goes.

Oh, and no overclocking....

It is looking better!

Thanks again

What is this build 22840 you mention. It that a released build? Not that I can see.

Bruno, see forum topic here about #22840 which is a development build.

I missed that. Hopefully to be released soon... but not too soon.

Well, I seem to have most of the problems from my earlier post addressed.

However, I am trying  to do a full backup to the cloud. I have it set as a one-time BU, and has been running for a little over 12 hours. When I check the progress by highlighting the icon in the system tray, it says the backup is 143% complete. When I opened the program about an hour ago, it said "Backing up... 48GB, less than 1 minute." Now it says "Backing up... 50.61GB, less than 1 minute". BTW- the actual data to BU is 280GB.

Thoughts?

Thanks

Jim, what is your actual upload speed from your ISP as that is the key factor here with cloud backups?

Try the Upload time calculator tool to find what it suggests is the ideal time for your 280GB backup for your upload speed.

Example: 10Mbps upload of 280GB would take nearly 3 days.

Steve, The calculator was extremely helpful. One thing that caught my attention was the was the final line that said "at 1.19 MB/sec". At first I thought that was a typo (that the decimal point was in the wrong place). However, I tested two other speed calculators, and they both came up with similar results.

I had a misunderstanding of the actual time necessary to upload a file. For example, I presumed that, if the upload speed is 10Mbps, and I am uploading a 10MB file, it should take one second (two, tops). But according to the calculator, a 10MB file uploading with an upload speed of 10Mbps requires 8 seconds (at 1.19 MB/sec).

I don't understand the technical aspects behind this, but at least I now understand that my backing to the cloud is running normally.

Thanks again for taking the time to help me!

Jim

Jim, you are conflating bytes and bits.  Bytes are abbreviated in upper case B, bits in lower case b.

So, 10 Mbps is 10 megabits per second. 1.19 MB/sec is 1.19 megabytes per second. These are roughly the same.

I totally missed that (I used to be more up on the terminology, but since I retired in 2007, I've let things slip a bit.)

Thanks for the explanation, it is much appreciated!