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Trying to restore Trash Bin on a Mac

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We are trying to restore a user's Trash Bin on a Mac that has been backing up regularly in Cyber Protect Cloud.    The trash bin was inadvertently emptied (it was unknown that the client was under lawyers' orders to not delete anything from their computers). 

I figured it would be simple to just go to Recovery, go to the backup I wanted, view the files and find the trash bin file (.trash) under the user.   However, it is not there.  I checked about 5 other Mac backups across client and it doesn't appear in any of them.  I have an open ticket with Acronis but it has been 5 days now and still have not provided a solution.

Does anyone here have a viable solution to restore only the trash bin or recover those files?

 

TIA

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Hello Mark.

Our Development team is conducting a deeper analysis in order to localize the root cause of the issue with internal case [TTASK-55485]

As soon as it's finished your service provider ( PAX8 ), should receive an email from our support with more details/solution.

Thanks in advance!

 

Thanks.  We checked 10s of other Macs across companies and also do not see the .trash file listed under users.   I would think it would be pretty straightforward to simply restore the trash bin or the files that were in the trash bin from an Acronis backup but we have been waiting 7 days for a solution to this.

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Comments: 1727

mark Phillips wrote:

Thanks.  We checked 10s of other Macs across companies and also do not see the .trash file listed under users.   I would think it would be pretty straightforward to simply restore the trash bin or the files that were in the trash bin from an Acronis backup but we have been waiting 7 days for a solution to this.

Hello Mark.

I updated the ticket and informed the team about the necessity of accelerating the investigation. Hopefully they will reply as soon as possible.

Thanks in advance! 

Our PAX8 rep reached back out and said the Acronis engineer told him that they just discovered that trashbins on Macs have not been backing up with Acronis Cloud and possibly never have been.

Probably not a big deal to most people out there (I mean, why move a file to trashbin that you actually care about, right?).

However, if anyone thinks that Acronis Cloud is actually doing a full backup of a Mac, I think you are sorely mistaken.  This may be important if you have any clients that are under any sort of legal hold or requirement to not permanently delete any data from a computer.

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 2
Comments: 1727

mark Phillips wrote:

Our PAX8 rep reached back out and said the Acronis engineer told him that they just discovered that trashbins on Macs have not been backing up with Acronis Cloud and possibly never have been.

Probably not a big deal to most people out there (I mean, why move a file to trashbin that you actually care about, right?).

However, if anyone thinks that Acronis Cloud is actually doing a full backup of a Mac, I think you are sorely mistaken.  This may be important if you have any clients that are under any sort of legal hold or requirement to not permanently delete any data from a computer.

Hello Mark.

Thanks for the updates.

You can try to create a new backup plan and after that check in the WEB RESTORE PANEL if the trash bin is backed up.

Thanks in advance! 

Jose, was something changed on Acronis' end to fix this in the last two days?  We have full computer backup plans on all Macs across all of our clients. None of them show a restorable trashbin.

In other words, it sounds like the Acronis engineer was telling our PAX8 rep that Acronis just realized that trashbins were not part of cloud backups everywhere.  Not just the ones we have been doing for our clients.  Can you confirm?

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Comments: 1727

mark Phillips wrote:

In other words, it sounds like the Acronis engineer was telling our PAX8 rep that Acronis just realized that trashbins were not part of cloud backups everywhere.  Not just the ones we have been doing for our clients.  Can you confirm?

Hello!

I can confirm there is a known issue with the product.

The reference code is ABR-366292. Our devs. are working in order to solve asap.

Thanks in advance! 

Thanks, so you were saying I should now create a new backup job/plan and back up the Macs in their entirety again and then check to see if the trashbin is restorable.

Has Acronis already fixed the known issue and the above will now work?

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Posts: 2
Comments: 1727

mark Phillips wrote:

Thanks, so you were saying I should now create a new backup job/plan and back up the Macs in their entirety again and then check to see if the trashbin is restorable.

Has Acronis already fixed the known issue and the above will now work?

Hello Mark. No. I suggested that myself as test, for example creating a new plan for one of the devices and check if the trash bin is backed up. Happens that after the team updated the case and in fact I could confirm there is there known issue ( Not resolved yet ). 

Thanks!