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File recovery doesn't work

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I am trying to recover three files. I get the message "Recovery completed with errors." I recovered to a new directory and no files are there. 

Next, I accessed the backup via the "open location" option to explore the backup set. Then I dragged and dropped the three files to the recovery directory. It creates the three files, but they have a size of 0 bytes, thus they are not recovered.

It seems like a basic function to recover three files. How do I do that?

I contacted support via chat, but the agent closed the chat before answering. After that, no chat or phone agents were available.

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Clark, welcome to these public User Forums.

Some questions first:

What version of Acronis are you using here?  Is it ACPHO (on subscription) or ATI 2021 (or older version)?

What type of Backup archive contains the files you are trying to recover?  Is this a Disks & Partitions backup in .TIBX format, or a Files & Folders backup in .TIB format?

Where is the Backup archive stored?  Is this on a local internal or external USB drive, or on a network storage location, i.e. a NAS or another PC using a file share?

What type of files are you trying to recover, what sizes are involved here?

See KB 65547: Acronis True Image 2021: how to restore files from a backup (Windows) and scroll down the page to 'How to restore files in File Explorer' which you should find easier to use if only wanting to recover some files, allowing you to use normal Copy & Paste commands.

Steve, thanks for the response.

I am using ACPHO on subscription at the latest version. The backup is a full system backup in .TIBX format. The files are stored on a USB 3.1 SSD. Backups and bare metal recoveries are very fast. I can do a full backup in 8 minutes. 

I am trying to recover a 163 MB Quicken .QDF file as well as two other small Quicken synchronization files. So the recovery files are really small and the attempted recovery ends immediately.

Months ago, I tried a full Acronis cloud recovery as a test. I used the new backup download option. Based on the data transfer rate, the download from the cloud would have taken 41.67 days. Thus, I decided to get some fast SSD external drives. I backup to one SSD drive and then copy the main SSD to a second drive. The second drive can go offsite. I also continue to have ACPHO backup to the cloud.

In case there was an issue with the backups on the SSD drive, I tried to recover the files from my ACPHO cloud backup. I get the same error recovering from SSD or the cloud. When I recover to a new directory, the recovery completes with errors and there are no files in the recovery directory. When I recover using drag and drop from Windows Explorer, the files have a size of zero bytes.

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Clark Morrow wrote:

Steve, thanks for the response.

I am using ACPHO on subscription at the latest version. The backup is a full system backup in .TIBX format. The files are stored on a USB 3.1 SSD. Backups and bare metal recoveries are very fast. I can do a full backup in 8 minutes. 

I am trying to recover a 163 MB Quicken .QDF file as well as two other small Quicken synchronization files. So the recovery files are really small and the attempted recovery ends immediately.

Months ago, I tried a full Acronis cloud recovery as a test. I used the new backup download option. Based on the data transfer rate, the download from the cloud would have taken 41.67 days. Thus, I decided to get some fast SSD external drives. I backup to one SSD drive and then copy the main SSD to a second drive. The second drive can go offsite. I also continue to have ACPHO backup to the cloud.

In case there was an issue with the backups on the SSD drive, I tried to recover the files from my ACPHO cloud backup. I get the same error recovering from SSD or the cloud. When I recover to a new directory, the recovery completes with errors and there are no files in the recovery directory. When I recover using drag and drop from Windows Explorer, the files have a size of zero bytes.

Hello Clark,

I suggest validating the backup file. When a 0KB file is displayed, that's usually a sign of corruption.

Additionally, temporarily disabling your antivirus or firewall during recovery attempts may help, as some antivirus programs can interfere with the recovery process.

Please consider raising a ticket with our support team directly, providing more details if there are no signs of corruption after validation: https://kb.acronis.com/content/8153

Thanks in advance!

I have a vague memory of problems in baking up some types of database files, such as Quicken, if they are open when the backup is run. Not much help in solving your current problem but may be worth considering in the future. It is possible that using recovery media to create the backup may minimize the risk of things going pear-shaped.

There may be something helpful in this knowledge base document: 64856: Acronis Cyber Protect Home Office, Acronis True Image: database support

Ian