OneDrive Files on C Drive - Local Backup

I don't use Office365 for Business but do have OneDrive installed / used alongside Office 2019.

I am able to make a Files & Folders backup of my OneDrive folder (D:\OneDrive - I don't keep any cloud type locations on my C: OS drive..!) and I was able to Recover the contents of that OneDrive backup image to an alternative location on a USB 3.0 stick (H:) with no issues.

There were / are issues when OneDrive 'Files on Demand' is used due to the way linked files from the OneDrive cloud storage is handled (or not) by ATI.

See the following documents for the known issues around OneDrive and ATI.

KB 61362: Acronis True Image: Error when backing up OneDrive folder

KB 61425: Acronis True Image 2018: OneDrive folders are excluded by default

I suspect that Acronis Support are getting confused over the status of OneDrive and ATI due to the above, but you may also want to consider the advice in the following document too.

KB 62069: Acronis True Image 2019 and 2020: how to back up Office 365 accounts - but this is focused on the non-business type and backs up only to the Cloud requiring a subscription!

I have both OneDrive and OneDrive for Business. When I last checked out this issue OneDrive for Business did not support files on demand but it now does, so one would expect the same issues if files on demand was active.

Presumably to avoid confusion, the standard exclusions do not list OneDrive for Business nor OneDrive. The question is why are the folders being included in your backup.

I will do some testing and report back.

Update: Created a new backup and both OneDrive and OneDrive for Business were backed up. As neither had files on demand active I got no error message.

Ian

Thanks for your interest and responses guys.

The article in Steve's third link is plain enough re Cloud backup ("backup of O365 Business is not supported") but doesn't mention the situation with local backups.  With the 'Files on Demand' setting 'off' and the files stored locally, I'm not quite sure why there would be an issue, and in fact there were no issues backing up, only when attempting to restore using the application. Individual files can be restored in File Explorer.

I will contact Acronis support once more by email to try to clarify the issue but not with a great deal of confidence as the last agent on online chat suggested I use Cloud backup - in which O365 is definitely not supported according to KB62069!

My recollection is that the problem is only with cloud backups; there is discussion of the problem here and here.

Office 365 for business is not supported via Cloud, since the one drive server is not hosted by Microsoft. In my case the server is an Exchange Server hosted by melbpc.org.au.

Not sure why you are having issues with local backups.

Ian

Ian,

As you say the discussions you refer to relate to issues backing up to Acronis Cloud.

I've been backing up my OneDrive for Business folders locally without any issues with many older versions of ATI.  and heve no issues backing up locally with ATI 2020 either.

My frustration is that when restoring a folder the Application gives an error which is meaningless even when viewed in the MVP Log Viewer (screenshot attached) and File Explorer crashes (after invoking ASZBrowserHelper.exe) with the error attached.  No response from Acronis as yet.

Couple of questions arising from the above:

Are you restoring data from a Disk backup .tibx file?  Your image shows Daily-0003.tibx followed by a very long / deeply nested file path?

Do you always get the same memory error message?

If this is a restore from a .tibx file, then the default ti_demon logs shown by the MVP Log Viewer tool do not show the detail of most operations as these have been moved to backup_worker logs which the tool does not offer an option for.

I would suggest trying the following:

1. Test using a Files & Folders backup of just your OneDrive for Business folders, then doing a restore from the .tib file this creates.
2. Check whether any files can be restored when not so deeply nested?

Steve,

Yes it is a disk backup in a tibx file. Thanks for the info about the logs, I did examine the backup_worker log and quickly realised the content meant nothing to me hence the use of the MVP Log Viewer!  Didn't realise the content of the log files was different.

I did always get the same memory error, which was after ASZBrowserHelper.exe fired up, however it woud seem 'deeply nested' is the key as I have succcessfully copied the whole 'Documents' folder and 'Images' folders from the 'OneDrive for Business' folder in the .tibx file back to a test folder on my live system without any errors (ASZBrowserHelper didn't appear to be called), I can also recover a folder within the Images folder, but if I try to copy a folder within that the ASZBrowserHelper and memory error eppears.

So, thank you for solving that little issue, or at least giving me a workable solution - does it need to be flagged up to Acronis or is it a reasonable limitation?

The application still errors when attempting to restore the folders that were succesful in File Explorer from the Disk backup .tibx file but the Files and Folders backup and restore worked without any issues.

Please do report this 'file / folder nesting' memory error to Acronis, even if that is by submitting Feedback along with a System Report rather than opening a Support Case - add a reference to this forum topic, as this now looks to be an application issue that Acronis should fix in how their code handles the long path names for such deeply nested files.

Steve,

I have submitted a feedback report as suggested. However I have just managed to recover:

C:\Users\Bob\Downloads\Sony SVE1513A4E Manual\aefx100111\eng\common\commonillusts\a\nt_in_arrow_task.png 

9 folders deep, in ATI from a disk backup (File Explorer still gives the memory error) so the issue recovering in ATI seems to be specific to OneDrive Files in a disk backup rather than related to the nesting issue does it not?

Totally confused now as despite my earlier post re the successful recovery of a 'deeply nested' file I am now getting the insufficient memory resources error when attempting to recover a single text file at the top level of the C drive using Windows Explorer.  Tends to bear out what one of the Acronis agents said on chat (later refuted by another agent) that "you cannot restore from a tibx file using Windows Explorer".

DrMopp, I don't have OneDrive in use on my home PC so can't test that.  Without OneDrive in play though, just tested double clicking a .tibx file (stored on a network share too), it opened in file explorer, navigated fine too.  I then copied 1 random file and pasted it to a new test recovery folder without issue.  Grabbed a few more random files from the backup file and recovered those the same way too. No memory error or trouble recovering this way.  Windows 10 x64 1903 and current version of True Image 2020 for this test. 

Perhaps, close ATI, reboot, and just try to recover some sample files (not in One Drive - before anything else) to see if you get that error when onedrive is completely out of the equation.  

If you do get an error, then I'd try doing a repair installation on True Image (grab current installer from your account and redownload it - make sure to run the installer with right-click and "run as administrator" even if logged in with an admin account.  Let it repair... Reboot and test recovery without OneDrive again first (hopefully goes well).  Then try with OneDrive again files if so. 

Bobbo_3C0X1,

Thanks for your response. The tests I referred to in my previous post were carried out purely in Windows Explorer with ATI closed.  The files were not OneDrive files, in fact one was simply a text file in located in the C Drive, so no nesting, deep or otherwise,  involved. Like you I have had examples where the file resstored without issue, but I have also had some that give the reported error. Your suggestion of repairing ATI sounds like a good one, since it would make sense for it to be the backup rather than the restore which has a problem.  Will do a repair install as suggested and post back.

Sounds good. I hope it fixes the issue!  Also, when you attempt to recover, are you getting the error as soon as you copy, or when you are trying to paste?  I wonder if it could be a permission issue that is preventing the file from being copied out of the backup.  I typically don't restore to the original location because it's hard to identify if there is a permission issue that way.  Instead, I will usually restore files/folders to a temp location (like on an external drive) and make sure it can paste there.  Then, I'll take those and move them back to the PC (say in my profile) and look for any permission errors there (or file in use already, or something like that). 

OK, so repair installation carred out and two new backups later, I tested restoring using Windows Explorer again. This time to eliminate any further complications a simple text file in the C drive of the backup to a newly created Test directory on the C drive. Same error - calls ASZBrowseHelper.exe then 'insufficient memory resources...." Occurs on paste rather  than on copy. Same when attempting to restore to a USB stick.This has to be something incredibly simple (but not simple enough to find, obviously) given the amount of time spent on it!

If the errors are from ASZBrowseHelper.exe then please try making a backup to a different destination such as an external backup drive, not to the Acronis Secure Zone and see if you then can do what you are wanting?

Note: I have just tested making a backup of my own OneDrive folder to my ASZ and all went smoothly, including being able to copy / paste a file from the archive to another drive, with the only niggle being the constant pop-up boxes asking if I want to allow AszBrowseHelper to make changes to my computer on every click to navigate through the folder structure in the archive.

Steve, I am backing up to an external USB drive, and not the ASZ  tbh I don't believe I even have an ASZ.  According to the docuentation backups to the ASZ retain .tib format, mine is definitely a .tibx

If you don't use the ASZ then I am puzzled as to why you would see errors related to the ASZBrowseHelper.exe application as this is only used when dealing with archives using the ASZ?

I only ever see the UAC prompts for AszBrowseHelper when clicking on items in my ASZ, otherwise, it never is shown or used.

What do you see if you open the Tools page in the ATI GUI, then click on ASZ to open the 'Manage Acronis Secure Zone Wizard' panel, then click on the second option 'Free space selection'?

Below is what shows for my system telling me how much space I've allocated to the ASZ and on which of my Disks.

Steve,

I see a similar screen but where yours says 'Increase ASZ' mine says 'Create ASZ':-

Ok, that would confirm that you do not have an ASZ configured but still leaves the question as to why the AszBrowseHelper is getting involved here?

This suggests to me that something has got corrupted in the internal Acronis Database that is making ATI think that there is an ASZ involved when there isn't..!

My next suggestion would be to force a rebuild of the database per the steps in KB 60915: Acronis True Image: repairing program settings - Method 1.

DrMopp,

I have some questions.  Looking at your post #5 and the attached .jpg files you supplied, I see the error image shows that copying Bank\1707.pdf is the point where things fail.

Can you tell me if this 1707.pdf file really exists locally on your PC? 

I'm guessing here a bit but if this Bank\1707.pdf doesn't actually exist there ATI may be triggering the AszBrowserHelper application in an attempt to open the file and display it.  This in turn is crashing Explorer and producing the error.

Have you tried removing this 1707.pdf from the recovery your attempting in this folder?  If you can remove that file from the recovery process will the recovery complete without error?

Can you try recovering only the Bank\1707.pdf file?  Does this produce the same error results?

Enchantech,

Thanks for your interest and response. Yes the file exists on the PC, and I get the same error if I try to recover that file on its own, however the issue is not specific to that file, or even to OneDrive files (yes I know the topic subject is misleading, but I first noticed the problem when restoring OneDrive files in Explorer).  The problem occurs even when restoring a file from the top level of the C drive in the backup to a newly created folder on the desktop.  I will try the suggestion in Steve Smith's post #19 later today and post back.

Carried out the Acronis Database rebuild as per KB 60915: Acronis True Image: repairing program settings - Method 1. as suggested by Steve Smith in post #19. Backed up again and validatited - ASZBrowseHelper shows up again when copying file from backup. Had a thought it could be due to the backup being encrypted, so created (and validated) a new backup without encryption - still no change, ASZBrowseHelper and insufficient memory error restoring just one small text file. 

DrMopp,

Have you had earlier versions of True Image installed on this computer?  If yes, have you ever used Acronis Secure Zone with any past installation?  If yes, it is possible I suppose that the AszBrowserHelper application being invoked is a carryover from a previous install.

What I am about to suggest is an extreme measure but may be necessary unless Acronis support can fix otherwise.  Keep in mind here that Recovery is supported by Acronis so you should be able to get your problem elevated to top tier support.

This extreme measure I speak of is to uninstall the 2020 application, then run the Acronis Cleanup Tool found HERE

Please read the instructions in KB Article - Acronis Cleanup Utility, prior to downloading and using the cleanup tool found HERE

These measures will completely remove the product from your PC and once completed you can then install the 2020 application again.  This should take care of your problem.

Enchantech,, 

Yes I have had ATI versions right back from 2012 - sounds a reasonable suggestion and not too drastic, I'm not holding my breath for Acronis support who have failed to respond for 10 days - so here goes....

Hmm.. Ran Cleanup Utility and installed ATI 2020 from newly downloaded installation file. Backed up and validated, guess what? Still the same problem!  Will have another go tomorrow. Backup to a different disk??

DrMopp,

That is not good news.  Have you tried checking your Windows disk for corrupted system files?  From an admin command prompt you can run SFC /Scannow which is Windows System File Checker and see what output you get from that.

I have heard of this Not enough memory error being caused by corrupted System files, malware, and virus infection.

I would be looking into things like that to insure all is in order.

Enchantech,

I ran SFC and both Kaspersky and Malwarebytes scans (which also run on a daily schedule) and nothing untoward found.  I uninstalled ATI 2020 and ran the cleanup tool once more before installing ATI 2019, then backed up and validated. Was then able to restore the same file in Windws Explorer without issue. Obviously ATI 2019 is creating a tib rather than a tibx so not directly comparable but possibly the end for ATI 2020 on my machine! Still no response from Acronis Tech Suopport.

If you are creating a .tibx file then this is a Disks & Partitions backup on ATI 2020, if you create a Files & Folders backup on 2020 is remains a .tib file.  Obviously, if this needs to be a disk backup then .tibx is the only choice, but given this started out as an issue for OneDrive Files, then the F&F backup is an option.  This doesn't explain if you saw this issue for other files from say any Windows folders etc.

Please send follow up emails to Acronis support for your case, especially now you have reverted to 2019 and the problem goes away!

Steve,

You read my mind, I emailed a chaser to support just before your post!

I agree, hopefully Support may have some answer for you since you submitted feedback and a System Report  I presume they may find out what the issue is.

Hi all,  no answers on this as yet as Acronis rech supprt are still 'working on it'.  On the positive side, due to multiple freezes on my, fortunately still bootable ,PC I was forced into recovering an Acronis full system backup (having been unsuccessful with Windows' own 'system restore' and PC refresh tools) and to my delight and not a little surprise - Success! Thank you Acronis, worth every penny, never thought I 'ld say that!

Back again.  Despite my euphoria at having successfully restored an 'Entire PC' backup through the Acronis app, the initial 'problem' as regards ASZBrowseHelper remains.  Admittedly I incorrectly associated the problem with OneDrive, but it now seems that if I simply click any file in a Disk or Entire PC backup tibx file in File Explorer (no need to copy it or drag it) the ASZBrowseHelper UAC prompt appears.  Acronis support have said in one email that a disk backup 'creates a reparse point', which might explain the behaviour - can anyone confirm?

I've never used Acronis Secure Zone, so my knowledge is limited.  However, it sounds like the service may not have adequate access to these files.  Does it prompt for all files you try to open - anywhere on the PC (like create a new folder on the root of C: and give all users access to it and then create a new .txt file and see if you still get prompted or not), or only in certain locations, like your user profile?

I'd open task manager, click on the "processes" tab and look for any Acronis Secure Zone instances and right-click and select "properties".  Then go to the security tab and see what accounts have access to it.  For instance, although I don't have an ASZ process, I do have Acronis Scheduler Service Helper.  Under security, that service has full access for "administrators" and the account i'm using is an admin account.

You may want to make sure it has administrators listed, and/or attempt to give your current account "full" access to it to see if that stops the UAC prompts each time.  

Thanks, like you I have never used Acronis Secure Zone which is why this issue is all the more puzzling. I don't have any Secure Zone processes running in Task Manager and the Acronis Scheduler Service Helper is as yours, full access for administrators, and my account is an admin account.

Some additional info discovered as a by product of following your suggestion  of creating a new text file in a new folder in the root of the C drive with access granted to all.  As you will know in File Explorer there are two entries for the external USB disk, one in the main file list under the PC name and a separate entry.   The ASZBrowseHelper UAC prompt appears when clicking through from the second instance of the external drive (i.e. the one not shown under the PC name) but does not when clicking through from the disk name under the PC name.  A major clue as to what's going on? At least it answers why the problem is intermittent as I'm not consistent in which entry I use.  (I usually apply the registry fix for this 'annoyance'  but haven't yet on this machine)