Backup Restore through liquidweb
Someone hacked my server, which is hosted through LiquidWeb about a month ago. I didn't notice until literally 30 days later. Today.
The last valid backup with any unaffected data was sitting there and as we tried to do the restore, the Acronis interface failed to complete that restore.
It hung at 6%, which apparently a known issue as I have seen multiple complaints about it and articles as well. We didn't know that at the time, and 3 hours later, we cancelled and attempted to restart the Restore. But when we went back to the list of backups, the one we needed was gone. Apparently while waiting for Acronis to do its job properly, we passed the 30 day cutoff and now the backup had disappeared.
Now my website of over 24 years (yes literally 24 years) and thousands of pages is completely gone.
I am desperate to find this last backup, which is dated May 22. I am hoping beyond hope you guys still have it somewhere on your end. I know that I have an account with LiquidWeb and not directly with you. But when I told them to contact you they didn't seem to want to. So im contacting you directly.
And yes - we need to know how to fix this problem of your system failing to do a proper recovery when we tell it to. Because of this "bug" you have not bothered to fix (i see complaints going back to 2014 on these forums), I may have lost something extremely important. .
Frustratedly yours,
Customer.
This is a contract you have with LiquidWeb. This isn't me doing it by myself. I am not sure if your response took that into consideration or not.
I don't have the option to "back it up in 3 locations". I signed up with LiquidWeb and you are their backup service.
So maybe my backup is in 3 locations - if that is what you tell everyone to do.
Rather than just shrug our shoulders and not even bother to look, could I please be put in contact with someone who can look into this specific situation?
That's why I opened this thread in the first place. This is a 25 year old website that is about to evaporate because your backup restore wasn't moving at a reasonable pace and now its gone.
They ultimately managed to more recent pull a 50 GIG back up into restore, but the one we lost was 60 GB so I dont know yet if its the complete site. But they said it took literally 41 hours. Trying to figure out why you guys are so insanely slow, because that's why the full backup disappeared on us. It wasn't moving.
How do I speak to a person at your company directly to look into this urgent issue for me now?
Kevin R wrote:This is a contract you have with LiquidWeb. This isn't me doing it by myself. I am not sure if your response took that into consideration or not.
I don't have the option to "back it up in 3 locations". I signed up with LiquidWeb and you are their backup service.
So maybe my backup is in 3 locations - if that is what you tell everyone to do.
Rather than just shrug our shoulders and not even bother to look, could I please be put in contact with someone who can look into this specific situation?
That's why I opened this thread in the first place. This is a 25 year old website that is about to evaporate because your backup restore wasn't moving at a reasonable pace and now its gone.
They ultimately managed to more recent pull a 50 GIG back up into restore, but the one we lost was 60 GB so I dont know yet if its the complete site. But they said it took literally 41 hours. Trying to figure out why you guys are so insanely slow, because that's why the full backup disappeared on us. It wasn't moving.
How do I speak to a person at your company directly to look into this urgent issue for me now?
Hello,
Thank you for reaching out to us with your concerns. We understand the importance of data backups and the need for their secure storage in multiple locations. However, once the backups have been deleted, we regret to inform you that they cannot be recovered.
Regarding your issue with a ransomware attack, we apologize for any inconvenience caused. Please note that we are unable to provide a solution for this specific problem through a forum thread since that requires investigation. In order to receive the necessary support, it is essential for you to be entitled to our support services.
To address your concerns effectively, we kindly request that you contact your service provider and request them to raise a ticket on your behalf. This will allow us to prioritize your issue and provide you with the appropriate assistance. You can find more information on how to raise a ticket in our Knowledge Base article at https://kb.acronis.com/content/8153.
We appreciate your understanding in this matter and look forward to assisting you further.
Thank you.