Clicking on the Recovery tab of a successfull Cloud Backup fails
When clicking on the Recovery tab of a successful cloud backup (a folder backup with a size of 165 Megabytes), the following message was ouput:
An error occurred during connection or on the server. Check your Internet connection, or try to sign out, restart the program and sign in again.
Clicking on ‘More details’ showed the following:
More information about this error and solutions may be available online in the Acronis Knowledge Base.
To access the online resource manually, enter the event code at: https://kb.acronis.com/errorcode/
Event code: 0x006400CB+0x0064026F+0x01900009+0x01900001
Clicking on ‘Knowledge Base’ showed 2 entries, and clicking on these showed the following summary titles:
61206: Acronis True Image 2018: Backup to Acronis Cloud fails with “No internet connection”
60166: Acronis True Image: “An error occurred either during connection or on the server” when trying to access a Cloud backup
The second entry (60166) seemed to fit the symptoms of my problem best, with the details:
Description
The error message occurs when the program is synchronizing the Cloud backup's metadata (a catalogue, used for browsing backup contents and versions) with the local cache. It may take from a second up to an hour for extremely large backups and slower Internet connections.
Local backups are not affected and are fully accessible during that period.
Solution
Try again in a minute. If the issue persists, leave the program's window opened for a longer time, up to an hour. You can minimize it to the task bar (but not to the system tray though), but do not close the main program window.
If you cannot wait that long and need to recover a file or folder, use the web interface for that.
Instead of waiting for up to an hour, I found that the following worked:
In Acronis True Image, I clicked on ACCOUNT.
I then clicked on my email address in the top right hand corner, and then clicked on ‘Acronis Cloud’ – this then signed me into the Acronis Cloud part of my account on Acronis’ website.
I then clicked on BACKUPS, and after a minute or so the list of cloud backups was populated with the expected entries.
I then went back to Acronis True Image 2019 on my PC, clicked on BACKUP and then clicked on the Recovery tab for the cloud backup in question.
This then asked me for the password for the backup as per usual, and after I entered the correct password I was able to access the folders and files within the backup as per usual, and I successfully recovered one of the files to a test folder on my PC.
Having to wait for up to an hour or doing what I did seems to be a circumvention rather than a proper solution, therefore would it be worth me raising a Support Ticket with Acronis to see if this is a bug that needs to be fixed?
P.S.
I never had this problem with Acronis True Image 2018.
Thank you for your reply.
I wasn't sure how to send feedback referencing this thread, I have therefore raised a support request with Acronis
with the same details that I supplied when I created this topic.
I will post here again when Acronis have replied.
Feedback can be sent by clicking on the envelope icon in the GUI.
Looks like they removed the feedback (envelope) icon from the release version. You have to click on "Help" and then then select the envelope icon. I was flummoxed when I could not find it yesterday. It was so convenienthaving it on the left hand side of the GUI.
Thanks Ian, I haven't updated yet so was not aware!
Yes, I think it is a backward step. Will provide feedback saying so.
Ian
I have sent feedback to Acronis to say that I have reported the problem to Acronis Support, and I have included the Case ID number that I have been allocated. I have also said that I have created this topic within the Acronis True Image 2019 forum.
I received a response from Acronis Support, and it said that this was most likely due to the server being unavailable due to maintenance or the server running slow due to a higher than usual workload.
I replied telling them not to close the incident like this and to pass it onto the Acronis True Image design and implementation team, raising the following points:
Point 1:
If the server was unavailable, how was I able to sign into the Cloud part of my account and click on BACKUPS and see the list of Cloud Backups being populated ?
Also, when the server is going to be unavailable for planned maintenance, why can't we be given advance notice of this on the website (www.accronis.com) ?
Point 2:
If the server was running slower than usual due to a higher than usual workload, why didn't this just cause the recovery process to run slower than usual, instead of failing altogether ?
I also mentioned that I have sent feedback to Acronis on Saturday 25th August at 11:30 AM (ie as per my previous post), and I have cc'ed this reply to managers@acronis.com
I have clicked on the Recovery tab of different cloud backups over the last few days, and each time I have been asked for the password for the backup, and after entering the password I have been able to look at the backup contents ok.
It therefore looks like the problem has gone away.
Thanks for the update. Hopefully the problem will not reappear.
Ian