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Newly installed ATI 2018 not seeing my existing backups

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I just installed ATI 2018 on a laptop, signed in, and none of my backups are visible.  Also, it shows that I have 5 TB free of 5 TB, which is not true.  For some reason it is not seeing my account correctly.  I tried uninstalling ATI, rebooted, but it's still not displaying my backups.  I logged into the Acronis website, and I'm currently downloading some files.

Any idea how to get ATI to see my backups?

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Bernard, please can you give more details here?

What backups are not visible?
Where are these backups stored?
What computer are the backups created from?

Screen shots of any issues can be helpful for understanding the context they are given in, i.e. 5TB free where?  Is this on an external drive, or Cloud storage etc?

In reply to by truwrikodrorow…

The missing backups are backups created on several other computers, to the Acronis cloud.  It also indicates I've used 0 bytes of my 5 TB of cloud storage, which is not true.  Oddly, it is referencing my correct account, and I did a small backup to the cloud from the new laptop, after which I can see it in the Acronis web interface.

Bernard, thanks for the clarification.  I mainly check my Cloud backups just on the computers where I am making them from and only rarely look at the Cloud Dashboard, but believe that this can lag behind at times.  The storage usage should be shown correctly unless Acronis have got a problem at their end.  How does this show in your Account page of the ATI GUI on each of your computers, as this should be showing the correct details.

You may need to check that all the relevant Acronis services are started / running on each of your computers.

See KB 60522: Acronis True Image 2018: Windows services and processes

In reply to by truwrikodrorow…

No, this isn't a matter of "lag", my cloud backups are not visible.  I wanted to restore some files from them, and had to use the web interface to do so.  I submitted a ticket to Acronis, let's see what they say.  Thanks for your help.

Bernard, I wish you well with the support ticket, please let us know the outcome.