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Log (system tray) not updating ...

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The newly created log window in the system tray is NO longer updating (latest build 20770). As the attached screenshots show, everything has run fine ... Can I repair it somehow or turn the thing off ? Even if it DOES update, it doesn't tell me anything that I don't know already ... Kind regards from Munich, Germany Heiner B.

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Heiner, if the new system tray icon is being shown, then the background process for this must be active, so strange that it is not being updated.

Before attempting any repair type actions, I would suggest the following (if you have not already done so):

1.  Do a full restart of the computer, i.e. press the Shift key while clicking on Restart, so that the computer does a full shutdown and restart, not just doing a hybrid sleep restart.

2.  Check that all the main Acronis Services & Processes are set to start / are running.

See KB 63256: Acronis True Image 2020: Windows services and processes

Heiner, just to follow up on this issue, my own laptop is showing a Windows 'up time' of over 3 days (due to it using hybrid sleep) and this is definately influencing the information shown in the new Acronis task status icon list.

My listing above would suggest that all the above tasks were run this evening from 20:24 through 21:11 but this is incorrect as some of these tasks haven't run today at all!

Taking one of the tasks shown, the Backup page in the GUI tells the truth that the backup was last done on 20/09 at 17:36, not tonight at 20:24.

Doing a full restart of the computer will cause the list to show correctly (or did so the last time I saw a problem with the icon list).  (Will post an updated screen image after a full restart).

Hmmm.. I am not seeing any change to the task listing after doing a couple of restarts and some other actions, so this is not picking up the correct date / time for the tasks shown!  This looks like another code issue in ATI 2020 with this new feature!

Support Case #04170441 submitted yesterday evening, case number given today and dialogue entered with support team.

Initial response wanted a repair install to be done then collect new data if problem not resolved - have refused as this would only be a temporary solution not a fix for why the information is being shown incorrectly!  I have already done several upgrades / repairs previously where this issue has come back again!

Note: upgraded from #20770 to new #21400 build plus restarted the computer which made no difference to the incorrect backup task information shown in the system tray icon.

Ditto to Steve.  In fact, the only new updates in the taskbar are the new backup job(s) I created today.  No backups or validations run under those jobs that were launched manually, are showing up in the taskbar notifications at all.

Is there any chance that we can have an update on this as I have the same problem on Acronis True Image for Weston Digital - latest version available from them.

Thanks

Malcolm, welcome to these public User Forums.

I am sure that this issue was fixed in a later build of ATI 2020 (and there were around 6 such later builds after the one reported in the initial post for this topic).

I have not seen any users reporting problems in this area in the forums that I can recall.

As you have an OEM version of ATI from WD, then you would need to pursue the issue with them, especially as Acronis are not providing any support or updates for any version of True Image since their move away from perpetual licenses to a subscription only business based around Acronis Cyber Protect Home Office.

See KB 2201: Support for OEM Versions of Acronis Products which applies to all OEM versions of ATI supplied with hardware purchases.

See KB 68375: Licensing change FAQ: Acronis products switch to subscription-only licenses - where this change was announced!

Steve,

Thank you for responding and the information.  I did try to access WD for help but I never found anything useful. Hence I ended up on this forum.

However, I have noticed something strange with the log in the sys tray. The reason for posting here was the fact that it was not updating as mentioned previously. What I did at the time before closing it down was to remove some of the oldest entries to see if it made any difference, which it didn't. At the next backup, lo and behold the new information appeared. Now this happened before but when I powered up the next day they had disappeared. But on this occasion they remained. As the only thing I had done was to remove some old entries, this got me thinking. The question I have now is whether there is a limit on the amount of data the log can hold and if so where is it set. Also do you happen to know where the log data is stored in Acronis for me to check it? Any other information that may help will be appreciated.

Thanks.

Malcolm, there is no published information on where the system tray log information is stored or what format it may use etc.

You could try using the MVP Assistant tool which will allow you to browse around most of the commonly used logs but this data could be stored in other places or even in the Windows registry hives.

I just checked the tray information on my system for ATI 2021 and it looks to have about 36 log entries which go back to June 21st without my needing to do any manual culling of entries for the most recent actions to be shown at the top of the list.

New MVP Assistant Version 2.7.1 Available

Hi Steve,

Referring to:-60185: Acronis True Image 2018: getting the detailed logs of True Image Monitor component in Windows, can you have a look at the mentioned config file on your system to see if it agrees with what is detailed in the Knowledge Base article. I have differences in the max file size and also my ti_monitor log, like the KB article does not have an enabled = true statement.

Thanks

Malcolm, my main system is running with ATI 2021 so the .config content may be different (see below:)

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<config>
  <logging>
    <channel id="arw-client-rest"  level="info" enabled="true" type="logscope" maxsize="1048576" maxfiles="3" compress="old"/>
    <channel id="ti-rpc-client"    level="info" enabled="true" type="logscope" maxsize="1048576" maxfiles="3" compress="old"/>
    <channel id="ti-licensing"     level="info" enabled="true" type="logscope" maxsize="1048576" maxfiles="3" compress="old"/>
    <channel id="ti-notifications" level="info" enabled="true" type="logscope" maxsize="1048576" maxfiles="3" compress="old"/>
    <channel id="ti-analytics"     level="info" enabled="true" type="logscope" maxsize="1048576" maxfiles="3" compress="old"/>

    <channel id="ti_monitor" level="info" type="logscope" maxsize="1048576" maxfiles="3" compress="old" />
  </logging>
</config>

If I look at a Hyper-V Win 11 system with ATI 2018, then the .config file is as below:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<config>
  <logging>
    <channel id="arw-client-rest"  level="info" enabled="true" type="logscope" maxfiles="30" compress="old" oneday="true"/>
    <channel id="ti-rpc-client"    level="info" enabled="true" type="logscope" maxfiles="30" compress="old" oneday="true"/>
    <channel id="ti-licensing"     level="info" enabled="true" type="logscope" maxfiles="30" compress="old" oneday="true"/>
    <channel id="ti-notifications" level="info" enabled="true" type="logscope" maxfiles="30" compress="old" oneday="true"/>
    <channel id="ti-analytics"     level="info" enabled="true" type="logscope" maxfiles="30" compress="old" oneday="true"/>

    <channel id="ti_monitor" level="info" type="logscope" maxfiles="10" compress="old" oneday="true" />  <!--max 10 files, ?MB-->
  </logging>
</config>