Stop Acronis from deleting my backup

User, it will be difficult to advise you on this issue without more information in the form of the Acronis log files for the backup tasks involved.

Please download the Log File Viewer app from the link in my signature below and use this to look at the Service log files, check to see if you see any messages related to any task deleting the backup that shouldn't be touched.

You are welcome to post copies of the log files to the forum, these can be found in C:\ProgramData\Acronis\TrueImageHome\Logs folder (this may be hidden).

Alternative, you can create an Acronis System Report zip file and post that to the forum and it will also contain the logs.

You are  correct.  Most all the "log" files were hidden.  Unhiding revealed 2,300 files.

I appreciate your reply, but, it appears that finding a resolution will require more  time than I can afford.

I'll try to figure out some sort of work-around.

Maybe moving the file, "Whole Disk on E (TOSH_NY)_full_b2_s1_v1.tib" to another directory so Acronis will not know its location, and will not be able to delete it?

Wondering though, if this would make the backup unusable if/when the backup is needed for a restore?
 

If you could zip up some of the most recent log files and post them, then we could try to look at what is actually happening rather than just guessing.

I would suggest copying the file rather than moving it per your suggestion, as moving it may throw up other errors for the file being missing.

Thanks for reply.

As of now I am uncertain of the dates that the 2 “Whole Disk” files were deleted.

Complicating this, for example, on August 29th, one of the possible dates there are 98 of the “service_2016-08-29-*.log” files.

To assist in capturing an exact date when a “Whole Disk” file gets deleted, I will be doing a check to see when this next happens.

A new “Whole Disk” file was created on E: drive, August 31.  On F: drive, September 1.

In the 2 daily backup directories, the oldest “diff” files are  dated August 15.

Assuming Acronis is incorrectly using the “Delete version chains older than 21 days” from the  2 “Backup Method” daily Backup schemes, the Augsut 31 will get deleted on or about September 20.

Thanks for suggestion to “copy”instead of moving.

Didn’t realize it until now, but I’m running out of space on backup drives.

User wrote:

Complicating this, for example, on August 29th, one of the possible dates there are 98 of the “service_2016-08-29-*.log” files.

If you are getting that many log files on the same date, this suggests that error handling is taking place and the backup task is repetitively running, creating small files, then running over and over.

This could also contribute to your other files being deleted if you have set any value for the setting below:

• Keep size of the backup no more than [defined size] - Select this option to limit maximum size of the backup. After creating a new backup version, the program checks whether the total backup size exceeds the specified value. If it's true, the oldest backup version will be deleted.

The large number of log file entries’ problem appears to be more related to a ‘Windows 8.1 Pro on a Toshiba laptop’ than with Acronis.

A common error message appearing in the logs files:

event id="47" level="4" module="11" code="127" time="1472491718" message="The backup location was not found on the destination drive. Make sure the correct storage device is connected to the computer." line_tag="0x65E40AA0B487146" >

The problem: external drives going to sleep, and therefore no longer available.

A while ago, I was able to fix this with:

1.  The Registry DeviceHackFlags fix for USBs, and

2.  A useful utility called “KeepAliveHD”.  It does exactly that by writing to each of the 2 external HD’s every 53 or so seconds.

Generally the drives are always available, but will on occasion still go to sleep.

A related  Acronis problem:

When this happens, Acronis loses the “Custom destination” information for the related backup.  Re-entering “Custom destination” information allows that backup to run again.

While the 2 external HD’s are active only 2 new "service” log files appear daily, one for each of the 2 daily backups.

As of today, the 2 manual "Whole_Disk” backups still exist, along with all the files in the 2 daily backup folders.

I guess I can assume that a HD going to sleep and not being available is not related to “Whole_Disk” files getting deleted.

Finally, “Keep size of the backup no more than” entries for all 4 backup profiles is not selected.

User, you should be able to change the Toshiba Power Plan options as shown in the screen shot below from my Dell laptop (right-click on the power icon or go via Control Panel).  Check the settings for USB and don't allow it to selectively disable.

UPDATE:

I was ready to post a “Problem Solved” message.

However I did one more check today , and:

The Whole Disk backup in F:\Acronis_Whole_Disk\ was gone.

The system “Date Modified “ for this directory is: 9/24/2016 8:49 PM

(The Whole Disk backup in E:\Acronis_Whole_Disk\ is still intact.)

Its “Date Modified “ remains: 8/31/2016 1:51 PM

If I remember correctly, I created the backup on F:\ one day later than on E:\, September1st.

In Directory C:\ProgramData\Acronis\TrueImageHome\Logs there are 128 “service” files for 9/24/2016.

That is the date that one of the 2 backup HDD’s went to sleep.

2 “service” log files are dated 9/24/2016 8:49 PM, the first is 14KB, the second, 8KB.

Browsing these 2 log files they both seem to be trying to do the “Entire PC” backups, which are the backups scheduled to run automatically, to different directories.

The”Whole Disk” backup which was erased has no backup scheduled, and gets run Manually.

User, I am sorry to hear that this problem is continuing and would ask again as I did in my first reply to you, for you to post either a zip of the log files or an Acronis System Report (which will contain all the log files) so that we can try to help identify what exactly is happening and try to determine why your backup files are being deleted?

Not familiar with how to get log files to you..  And, reluctant to post publicly.

Would using the “Send PM: Send PM” option get these files to you?

And, would the 2 “service” log  files with the precise date and time as the system “Date Modified “ for the now empty directory, 9/24/2016 8:49 PM, be the files to transmit?

Thanks.

User, sorry but the Send PM option does not allow for any file attachments.  There should be no personal information in the log files to worry about posting these to the public forum - they are just XML text files and you could open them in Notepad to check if you are concerned.

I would suggest selecting all the logs in C:\ProgramData\Acronis\TrueImageHome\Logs for the dates just before to the date you saw the files were deleted, rather than just two specific logs.

An alternative approach would be to zip the log files and use a password that you could send to me via a PM.  
You can download 7-Zip from http://www.7-zip.org/ which allows you to encrypt the zip file with a password when you create it from a selection of files - see screen shots below.

Original problem of disappearing Whole Disk backups (to external hdd’s) seemed to have been solved.

Upgrading to True Image 2016 (Build 6581) created the problem again, the first evening when scheduled tasks were scheduled.  And, Build 6531 failed to run one of the Differential scheduled tasks, showing that this not run task is “Queued”.

True Image 2016 (Build 6581) has 2 scheduled tasks, both Custom Scheme Differential, one is scheduled to run at 2 AM, the other at 4 AM.

And 2 Single Version schemes, both, “Do not schedule”.

There are a total of 4 backup tasks.

Prior to the run, one whole disk backup had been removed, leaving the other on the E: drive intact, until after the 2 Differential backups ran, when it disappeared.  And, as noted, one of the Differential tasks failed to run.

Question: Is True Image 2016 getting messed up because there is more than one task?

Asked another way, should I have only one backup task?

I have had Build 6581 for less than 24 hours, and wonder if upgrade to 2017 would be any better?

BTW, System is Windows 8.1 Pro (x64).

User, sorry to hear that you have hit this problem again.

I have always had multiple tasks with each version of ATIH I use so ATIH 2016 does support having more than one task.

I would ask again for you to provide a zip of the C:\ProgramData\Acronis\TrueImageHome\Logs folder so that we can see what clues may be contained in the log files for these issues you are seeing?  As stated before there should be no personal information contained in the log files - these just show information related to your Acronis backup tasks etc, but you are welcome to secure the zip file with a password then communicate the password via PM to whichever MVP will review the log files.

Logs would be the first place to start so they woud be very useful to review.

Short of that, we can only guess to the problem, but all versions of Acronis I've used from 2013 to present have had several different backup tasks (some scheduled and some not) running just fine.  

I suspect a corruption of some sort - perhaps from upgrading from an earlier version of Acronis and/or after a Windows upgrade where Acronis was installed.  Ultimately, you might be best serviced by running the schedule manager and "Taskzap" to remove all existing schedules (and perhaps a ghost one that is causing the problem).   If that alone does not do it, I would then proceded with a full cleanup and starting with a fresh install of Acronis which should give you a much more stable and reliable intsall moving forward.

https://forum.acronis.com/forum/126092#comment-391779

Taking this one step at a time, I ran Scheduler Manager, and its "Get List".

Here is what it returned:

inst=yes start=yes loc task=0-0 > get list
 Id ExecApp ExecCmd
--- ---------------
CurUser 1 (Tosh_NY\hh):
  1-4   *TrueImageHomeNotify* /dummy /script:"8F2BD058-ADEC-43E8-B2C9-E993BC9837
B1" /uuid:"8F2BD058-ADEC-43E8-B2C9-E993BC9837B1" /temp
  1-9  ~*TrueImageHomeNotify* /dummy /script:"BA1DABDA-E751-43FD-9887-01DBECFB05
97" /uuid:"BA1DABDA-E751-43FD-9887-01DBECFB0597" /run_mode:?RunMode?
  1-11 ~*TrueImageHomeNotify* /dummy /script:"CE9ADA22-3AF9-49A4-A86E-35E7B81066
09" /uuid:"CE9ADA22-3AF9-49A4-A86E-35E7B8106609" /run_mode:?RunMode?
  1-25  *TrueImageHomeNotify* /dummy /script:"F75B42BF-76C3-4C01-8B8E-699070D256
49" /uuid:"F75B42BF-76C3-4C01-8B8E-699070D25649" /run_mode:?RunMode?
  1-26 ~*TrueImageHomeNotify* /dummy /script:"E842D511-55C2-4AB4-BA64-7BBA1C2074
DA" /uuid:"E842D511-55C2-4AB4-BA64-7BBA1C2074DA" /run_mode:?RunMode?
  1-30  *TrueImageHomeNotify* /dummy /script:"B9DDAAF8-D493-419B-BF0D-0325AC7756
85" /uuid:"B9DDAAF8-D493-419B-BF0D-0325AC775685" /run_mode:?RunMode?
  1-34  *TrueImageHomeNotify* /dummy /script:"7E8EAFC9-C8A5-4EF7-A15E-2FF0FDE75A
04" /uuid:"7E8EAFC9-C8A5-4EF7-A15E-2FF0FDE75A04" /run_mode:?RunMode?
  1-35 ~*TrueImageHomeNotify* /dummy /script:"DC6C9945-0085-4788-9CFE-92CD26628F
42" /uuid:"DC6C9945-0085-4788-9CFE-92CD26628F42" /run_mode:?RunMode?
  1-36  *TrueImageHomeNotify* /dummy /script:"7C538267-C18F-42CD-AFB3-C0FFB1D2E2
43" /uuid:"7C538267-C18F-42CD-AFB3-C0FFB1D2E243" /run_mode:?RunMode?
  1-37 ~*TrueImageHomeNotify* /dummy /script:"7A3CF9DE-5019-4C88-BC7E-8DC62FAEC8
38" /uuid:"7A3CF9DE-5019-4C88-BC7E-8DC62FAEC838" /run_mode:?RunMode?
  1-38  *TrueImageHomeNotify* /dummy /script:"1804724D-7B2D-4118-B350-0439E2735B
DF" /uuid:"1804724D-7B2D-4118-B350-0439E2735BDF" /run_mode:?RunMode?
  1-39 ~*TrueImageHomeNotify* /dummy /script:"F3FC5F0E-24AB-4C45-9496-85EFF6F93B
F7" /uuid:"F3FC5F0E-24AB-4C45-9496-85EFF6F93BF7" /run_mode:?RunMode?
User 2 (NT AUTHORITY\SYSTEM):
  2-1   C:\Program Files (x86)\Acronis\TrueImageHome\prl_stat.exe for_scheduler
inst=yes start=yes loc task=0-0 >

Hope this is helpful.

User wrote:

Taking this one step at a time, I ran Scheduler Manager, and its "Get List".

Here is what it returned:

inst=yes start=yes loc task=0-0 > get list
 Id ExecApp ExecCmd
--- ---------------
CurUser 1 (Tosh_NY\hh):
  1-4   *TrueImageHomeNotify* /dummy /script:"8F2BD058-ADEC-43E8-B2C9-E993BC9837
B1" /uuid:"8F2BD058-ADEC-43E8-B2C9-E993BC9837B1" /temp
  1-9  ~*TrueImageHomeNotify* /dummy /script:"BA1DABDA-E751-43FD-9887-01DBECFB05
97" /uuid:"BA1DABDA-E751-43FD-9887-01DBECFB0597" /run_mode:?RunMode?
  1-11 ~*TrueImageHomeNotify* /dummy /script:"CE9ADA22-3AF9-49A4-A86E-35E7B81066
09" /uuid:"CE9ADA22-3AF9-49A4-A86E-35E7B8106609" /run_mode:?RunMode?
  1-25  *TrueImageHomeNotify* /dummy /script:"F75B42BF-76C3-4C01-8B8E-699070D256
49" /uuid:"F75B42BF-76C3-4C01-8B8E-699070D25649" /run_mode:?RunMode?
  1-26 ~*TrueImageHomeNotify* /dummy /script:"E842D511-55C2-4AB4-BA64-7BBA1C2074
DA" /uuid:"E842D511-55C2-4AB4-BA64-7BBA1C2074DA" /run_mode:?RunMode?
  1-30  *TrueImageHomeNotify* /dummy /script:"B9DDAAF8-D493-419B-BF0D-0325AC7756
85" /uuid:"B9DDAAF8-D493-419B-BF0D-0325AC775685" /run_mode:?RunMode?
  1-34  *TrueImageHomeNotify* /dummy /script:"7E8EAFC9-C8A5-4EF7-A15E-2FF0FDE75A
04" /uuid:"7E8EAFC9-C8A5-4EF7-A15E-2FF0FDE75A04" /run_mode:?RunMode?
  1-35 ~*TrueImageHomeNotify* /dummy /script:"DC6C9945-0085-4788-9CFE-92CD26628F
42" /uuid:"DC6C9945-0085-4788-9CFE-92CD26628F42" /run_mode:?RunMode?
  1-36  *TrueImageHomeNotify* /dummy /script:"7C538267-C18F-42CD-AFB3-C0FFB1D2E2
43" /uuid:"7C538267-C18F-42CD-AFB3-C0FFB1D2E243" /run_mode:?RunMode?
  1-37 ~*TrueImageHomeNotify* /dummy /script:"7A3CF9DE-5019-4C88-BC7E-8DC62FAEC8
38" /uuid:"7A3CF9DE-5019-4C88-BC7E-8DC62FAEC838" /run_mode:?RunMode?
  1-38  *TrueImageHomeNotify* /dummy /script:"1804724D-7B2D-4118-B350-0439E2735B
DF" /uuid:"1804724D-7B2D-4118-B350-0439E2735BDF" /run_mode:?RunMode?
  1-39 ~*TrueImageHomeNotify* /dummy /script:"F3FC5F0E-24AB-4C45-9496-85EFF6F93B
F7" /uuid:"F3FC5F0E-24AB-4C45-9496-85EFF6F93BF7" /run_mode:?RunMode?
User 2 (NT AUTHORITY\SYSTEM):
  2-1   C:\Program Files (x86)\Acronis\TrueImageHome\prl_stat.exe for_scheduler
inst=yes start=yes loc task=0-0 >

Hope this is helpful.

Each of those should reference a script name in C:\ProgramData\Acronis\TrueImageHome\Scripts.  Some could be validation tasks for the original script.  If the names don't match your scripts or aren't associated with a validation of those scripts they are leftovers from previous scripts and should be removed with the schedule manager.  Taskzap will kill all of the scheduled tasks and you can start clean ... you'd go into your scripts and reset the schedule for it again (I'd pick the source and destination again too for good measure). 

There are many other service.logs that may show other information though.  This is just showing the scheduled tasks that Acronis still has in the database and not much more than that. 

Cleaning up the TI Scripts had no effect on TI operations.

I then used Windows’ Uninstall to remove Acronis.

However, it seems that multiple folders and files for Acronis still exist.

Question: Before trying a fresh install of AcronisTrueImage2016.exe (Build 6581):

Should I manually delete all the remaining directories and files relating to Acronis?

And,

What about all the Differential series on external drives, E: and F: ?

Will the new install be able to use them?  Any need to erase these as well?

Thanks.

I'd run taskzap from the schedule manager 1st, then go through these cleanup procedures:  https://forum.acronis.com/forum/126092#comment-391779

You can keep existing backups on the other drives for posterity and add them back later, or just hold onto them for using with external rescue media if you want/need to.  I wouldn't delete anything for a while if you have space - at least not until you have a couple of new backups and are comfortable with those and then want to free up the space of the old backkups.

Once you're all cleaned up and re-installed, create a brand new task with a UNIQUE name and make sure the backup files go into their own folder (dont' use one folder for different backup jobs - you can have one main folder, but then make individual folders per backup job and try to make names unique in some way.. adding a letter or number to the end of a favorite name scheme can be useful if you like to use the same name frequently.)

Hi,

Followed all delete/remove instructions.

Kept but changed the names of existing backup directories on drives E: and F:

Created new directories on E: and F: for use with anticipated newly installed ATI 2016 (Build 6581).

After Install ran, and I opened ATI, it opened with a total of 7 Backup tasks for “This Computer”..

All 7 tasks now have the names and the old Backup Series, and destinations to the real name changed old directories.

All 7 have an ”i” icon which when clicked recommends “Clicking on Reconfigure...”.

I’m uncomfortble reconfiguring because of all the past problems, and would prefer deleting the 7 tasks, so that I can start out with all newly entered tasks.

What would be the best way to start out the newly installed ATI (Build 6581) ?

Maybe, disconnecting the 2 backup HDD’;s, E: and F:?.  

Then starting up ATI again?

Re-connecting the 2 external hdd’s?  But will this cause ATI to search and find the old backups again?

Have no idea how determioned ATI will be to find old backups, which may or may not run properly with Build 6581.

Thanks.

My recollection is that once ATI 2016 has done its initial scan for existing bakups it does not do a full scan again. You have to manually add other old backups. It will (if I recall correctly) check the listed backups for the current status (are they due to run).

Ian

Here’s the current problem:

Deleted the 7 tasks tha ATI created.

Created a new custom Differencial task from the new “blank” task that ATI  automatically created.

So, with one task, it ran ok.

I then “cloned” the task, modified the new clone to write to the second hdd.

I then selected to “Rename” the original task.

For the new clone with the status “Never Performed”, I selected  to “Back up now”

ATI then showed: “Queued”.

I stopped the “Queued”

Again I selected “Back up now”.

Again, ATI then showed: “Queued”.

Again, I selected Stop the “Queued”.

Why did the newly installed Acronis break down?

Is it beyond fixing?

Again I ask if it can really  handle more than one task?

Thanks.

Addendum

The new cloned task which had never run was the one that got “Queued”..

I now tried to run the original “new “ Differential  task, the one that ran the first big backup for its Differential last night.  It reported the following: “Failed to run the task: The task is already running.”

Clicking “More Details” brought up:

More information about this error and solutions may be available online in the Acronis Knowledge Base.
To access the online resource manually, enter the event code at: http://kb.acronis.com/errorcode/ 
Event code: 0x006400C8+0x0064023B+0x00900012+0x0009005C

Quickly getting discouraged.....

Hello User,

If nothing helps and a fresh backup task is set to Queued, I'd recommend raising a support ticket for this issue. Since we've extended support for Acronis True Image 2016, this will be free of charge.

Thank you, 

Hi ,

Thank you for reply and offer of help.

During the interim, I’ve managed to kludge a work-around that seems to work most of the time.

It centers around running a manual Validate when Acronis is “Queued”, or otherwise will not Backup.

There are still a few IF/Then directions/directives to work out.

I’m now able to avoid the daily check to determine if scheduled tasks actually ran, and have Acronis sending notice when there is a failure.