Everything gone

welcome to these public User Forums.

I cannot think of any normal reason why all your scheduled backup tasks should disappear or the associated backup .tib files be deleted, but have no more information to work with than your statement above.

I would recommend creating an Acronis System Report, assuming that the ATI 2020 main application is still installed and operational, as this may contain some clues as to what has happened here?

The forum has a file attachment size limit of only 3MB which is likely to be too small to allow the system report zip file to be uploaded, so would suggest using the Feedback tool in the ATI GUI to submit a copy of the system report direct to Acronis along with a reference to this forum topic, plus if you would like me to review the report data, send me a private message with a link to where I can download the zip file from such as OneDrive, Dropbox etc.

Jim, thank you for the link to the Acronis System Report zip file.

The only real clue that I am seeing from the log is as follows:

06/02/2020 02:58:00:134 PM Expired license found. Forcing expired state
06/02/2020 01:58:00:140 PM Expired license found. Forcing expired state
06/02/2020 01:15:02:401 PM Expired license found. Forcing expired state
06/02/2020 12:58:00:136 PM Expired license found. Forcing expired state

I am not sure if this just applies to an expired Acronis Cloud trial subscription period, as other information in the zip file suggests that you have a Perpetual license?

{
   "Activation" : {
      "DaysLeft" : "EXPIRED",
      "InstallId" : "*****************************************************",
      "LastError" : 0,
      "State" : "ACTIVATED"
   },
   "DaysLeft" : "UNLIMITED",
   "Distributor" : 73,
   "Edition" : 1,
   "Language" : 24,
   "Quota" : 1,
   "SerialNumber" : "*****************************************************",
   "State" : "ACTIVE",
   "Tier" : "STANDARD",
   "TimeLimited" : false,
   "Type" : "PERPETUAL",
   "Upgrade" : false
}

The backup ti_demon logs show tasks being launched but no indication that they are actually running to completion, plus also show that you are creating some long incremental backup chains with over 80 incremental files?

Please check on the Account page in the ATI 2020 GUI to see what that says about your current activation / license status?

Hello Steve,

yes, my license is Perpetual and is showing proper activation.

Looks like I'm not the only one with these problems.  Luckily I'm in the EU and can return the software for a refund.  Bummer because it did look like the answer to my backup issues.

Cheers

Jim, taking another look at your system report logs in the light of the other users reporting similar issues, there seems to be a problem on your computer dating back to 6th January 2020 with corrupt files on your D: backup drive?

If you find the pcs.0.log file on your local drive in the C:\ProgramData\Acronis\TrueImageHome\Logs\ti_demon folder and open this in Notepad, you will see these messages.

Hi Steve,

I see the file but it's unfortunately Greek to me.  And when I click on the system tray icon, it shows a list of successful backups on the 6th.

Main question this now begs is, if there were data corruption problems requiring attention, why didn't True Image say something instead of silently taking all its toys home?

J Elias wrote:

Main question this now begs is, if there were data corruption problems requiring attention, why didn't True Image say something instead of silently taking all its toys home?

This is almost certainly a bug rather than the intended action. I think you should open a problem report and provide Acronis support with the system report. 

Jim, ditto here to the comment from Patrick, this needs to be investigated by Acronis to determine why these errors are being recorded in the pcs.0.log but not surfaced in an obvious way to you, the user?  Reference this forum topic with your report to them.

Hi Steve and Patrick

Did the report thing back on Sat the 7th.  No answer as yet.

Cheers