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Acronis TI 2021 error message - 'Cannot open folder' when trying to access backup options

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I started getting this error message: 'Cannot open folder' when I try to access the backup options,  after updating ATI 2020  to ATI 2021 (build 32010).   After I run the ATI install executable and select the "repair" option, I can open the backup options, however, the problem occurs again after the computer is shot down and started again (it does not occur with a re-start after the repair).   The error code (when clicking on More details) is - "Event code: 0x00AC0041 +0x00550011" .

This problem occurs on all 3 PC's I have ATI 2021 (build 32010) installed.  

As I mentioned, I can "repair" it by repairing the installation, but this has to be done every day and it is a major PITA.

I am wondering whether any other user has run into this problem

I can upload screen shots if necessary.

 

George

 

   

 

 

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George, I have not encountered this issue myself and I don't recall seeing any reports from other users about it either for ATI 2021 going right back to when it came out for Beta testing by selected users.

Are you running ATI 2021 from an Administrator account as required and documented in the user guide?

Hi Steve, all the Windows accounts that I have on the PC's have administrator credentials.  As a matter of fact, after I saw your reply last night, I signed-in the native Windows Administrator account, on the PC I'm posting from now,  and tried to open the backup settings.  I got the same exact error message.  

After that, I repaired the ATI installation again while I was signed-in the native Windows Administrator account.  After the ATI installation was repaired I could, once again, open the backup options.  

This statement I made in the original post: " however, the problem occurs again after the computer is shot down and started again", is not 100% accurate. 

After the ATI installation was repaired (from native Windows Administrator account) last night, I did a few tests:

  • First I tried re-started the PC and tried to open the backup options - that succeeded as I expected. 
  • Then I tried a "cold" start - I went through the normal PC shut-down.  After it was shut down, I started the PC again, and signed-in the native Windows Administrator account.  Then I tried to open the backup options.  This time, to my surprise, I was able to open the backup options.
  • I tried a third test, by doing again another "cold" start.  This time I signed-in another Windows user account (George) which has Windows Administrator credentials.  I started ATI and tried to open the backup options. As in the previous step, I was able to open the backup options.  

Today, as I am posting this reply, I am signed in my Windows user account (George) I just opened ATI and successfully opened the backup options.  Not knowing how/where ATI stores the backup options, I cannot make an informed comment, however, I was suspecting that ATI encounters some "stale" data when it tries to read/open the backup options and that is why it fails?  The reason I am saying that is that the ATI installation date is 10/23/2020 (today's date) so the data cannot be "stale".  Not sure, it is just a conjecture on my behalf - a "shot in the dark".   I will check ATI again tomorrow - different date from install date.

I will post back.

Thanks ! 

                               

  

        

Update:

I was able to determine that the culprit was an application that ran at certain intervals cleaning junk including "bad" entries from the Windows Registry.  Unfortunately one of the "bad" entries it was "cleaning" was "HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\TrueImageHome\Settings".   The good thing is that this app made a backup of these entries before "cleaning" them.  Needless to say, I restored the entry and then added it to the app's exception list so it would not be touched again.  

So, the issue has been resolved.

 

George

George, thanks for the update / feedback.  I have never used any automated registry cleaner type apps as do not trust them enough to allow that level of freedom.  There are plenty of warnings about using any registry cleaning apps at all, so I tend to just use CCleaner on an occasional use case!