Acronis True Image 2020 Mac, backups not occurring

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Hi,

recently installed ATI 2020 on my Mac Mini 2018 running 10.15.5 backing up to a shared volume on a QNAP TVS-471 NAS. I also installed it on my wife's 2012 MacBook Pro also running 10.15.5.

The backups are scheduled to take place every 4 hours and Energy Saver settings are set to allow backup during Power Nap and the appropriate check boxes ticked in ATI 2020.

Unfortunately, the 4 hourly backup just don't occur reliably. There is no error and no way (that I can find) to get at a log file (I've looked through the knowledge base but I have no 'advanced' options available).

I did have a version of ATI installed a few years ago (it just didn't work) and wondered if this might be the issue. When I look in Activity monitor I see 4 processes, two with logos for ATI 2020 and two without. Two are called Acronis True Image (one with logo one without). However, I checked my wife's machine and there are the same 4 processes, (though she did inherit this machine from me).

 

Do I need to uninstall ATI2020 and hunt down all files and remove them and start again?

Any thoughts appreciated.

Cheers

Iain

Anhang Größe
Acronis processes.pdf 10.2 KB
Di, 06/30/2020 - 10:55
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So, I entirely uninstalled ATI2020 using the command line tools (instructions for this are wrong for OS Catalina, BTW).

Re-installed and all seemed good for a while. Then ATI just stopped backing up to my NAS. Looking at the app, it would say that "the next backup is at 16:00" when the system clock shows that it's a couple of hours past that time. So it appears that ATI doesn't even know what time it is!!

I recently got an error that 'access was denied' to the NAS and so no backups had occurred for three days, but no notification given. Checked access to the NAS in settings and all well.

My wife's backup from her MBP via WiFi similarly patchy. 

Very disappointed in what is apparently one of the premier backup solutions for the Mac.

The forum similarly seems unable to offer any suggestions and I have to pay £20 for the chance to talk to Acronis about the failure of their product.

I wonder if anyone else will have any useful thoughts?

Cheers

Iain

Mo, 07/13/2020 - 11:00
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Hello Iain-F,

I see that you have an open ticket with Acronis support regarding the issue. Would you mind posting here the solution for other users?

Mi, 09/02/2020 - 11:31
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Hi,

My Acronis saga is as follows.

I want to backup a couple of Mac's to a QNAP NAS

Tried ATI in 2017, froze my Mac never really got to try it and looked elsewhere.

Came back to ATI initially with ATI 2020 but this didn't work reliably and wouldn't backup when my Mac was asleep, despite numerous 'live chat' sessions and handing over control of my Mac to Acronis tech's.

Was kindly upgraded to ATI2021 by Acronis but still no joy with backups occurring when Mac asleep (backup during power nap checked in ATI and System Preferences).

Latest version of ATI 2021 (30480?) has finally solved the problem (to date ;0)).

I now have to install it on my wife's MacBook Pro and see if it will work over wifi.

Cheers

Iain

Mi, 09/02/2020 - 11:58
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Iain, thank you for sharing your experience! Glad to know the issue is finally resolved!

Do, 09/03/2020 - 11:02
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Hi Ekaterina

Sorry, ATI2021 has now stopped working reliably again, (it worked for a good few days). A new volume is now mounted in my finder with Acronis as part of the title, no idea what it is.

Back to tech support!

Cheers

Iain

Mi, 09/30/2020 - 10:35
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Hello Ian,

sorry to know the fight is not over :( Please do not hesitate to contact me directly, if any help with the support ticket is needed. 

Mo, 11/09/2020 - 11:42
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Hi again,

it seems that ATI 2021 v 25.5.33610 now works as advertised! It's worked OK for over a week I think, so great news.

I see that there is an update but although it downloads OK, I repeatedly get an error when clicking on the 'install' button that there is an error extracting the archive, not sure why but at least my current version is functioning OK.

Cheers

Iain

Fr, 11/27/2020 - 11:33
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