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Backup empty

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Hello,

i have a problem with the backup of true image 2017 AND 2016.

Every backup ist empty. The capacity of the file is ok. If i double click

on it, i can see the drives. When i click on it, they are empty.

It is the same with the restore option of true image.

At the end of the backup, the system says everything is ok.

What can i do?

Thx, Joern

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Joern, welcome to these user forums.

How are you looking at the backup files?  Is this using Windows / File Explorer or are you using the ATIH 2016/7 GUI and clicking on Recover?

What build version(s) of ATIH 2016/7 are you using?  The latest builds should be 6581 for 2016, and 5554 for 2017 - this can be seen on the Account page in the GUI.

Please download the Log File Viewer app (link in my signature below) and use this to look at the backup log files and see if there are any error messages?

Screen shots of the folders holding the backup files showing their names and sizes, plus showing them as being 'empty' would be helpful in understanding what the issue is here?

Pretty sure it's the timbmount cache that's the problem.  Navigate to the hidden directory and delete the contents inside, then reboot and try to double click on your .tib files again - should work (most likely). 

Delete anything in here

%userprofile%\appdata\Local\VirtualStore\ProgramData\Acronis\TrueImageHome\Database

If you get access denied, then the files are in use, so reboot first, then go straight there and delete the files, reboot and then try to double click the .tib file again and it should work then. 

Hello Bobbo_3C0X1,

i deleted the three files, but this was not the solution.

Joern

Hello Steve,

now i use the 2017, build 5554 version. before, i used the 2016 version. i uprade to 2017 because i hoped, that the failure stops.

before some minutes i started a new backup with 4.5 gb files - with the same failure.

in the backup is another partition (a hidden windows partition). This can be opened!

Only drive c: is empty.

The backup log shows the same like every correct log. You can see it in attachment.

I tried to opened the backup on another pc, where true image correctly runs. On this pc the backup is empty too.

Greetings, Joern

 

Attachment Size
402060-136003.log 3.18 KB
402060-136006.log 14.07 KB

Joern, thank you for the log files, these do not show any errors that would cause the problem you describe.

Please see KB document: 58783: Acronis True Image 2017: Files and Folders Are Not Shown When Browsing Backups in Windows Explorer which looks to be for a similar problem and suggests some actions to try.

Also, can you confirm that you are using Windows Explorer and not a different File & Folder utility?

Lastly, can you check if you can see the contents of the backup of your C: drive from within the ATIH 2017 GUI, i.e. by selecting the backup task in the main ATIH application, then clicking on the Recover files button shown at the bottom of the panel?  This will help to prove that the backup image is good even though Explorer is not showing you the content.

Joern Duesekow wrote:

Hello Bobbo_3C0X1,

i deleted the three files, but this was not the solution.

Joern

All I can really suggest, based on this issue and some of the other issues you mention, is that you may want to start with a clean install of 2017 - making sure to run the cleanup tool and install using right-click and "run as administrator".  This will give you a FRESH install and hopefully alleviate any issues from 2016 or any other earlier versions you may have upgraded from in the past.  

Bobbo's Recommended Cleanup Procedures

Hello,

many thanks for your help. I have found the failure.

For many years I use diskcrypor to encrypt my disk. In this time i made many correct backups with acronis. After the windows 10 upgrade has still everything works. I suspect that the Windows 10 anniversary update has changed something on the system that the programs no longer harmony. Now i have deleted diskcryptor and installed veracrypt. Everything is ok. Backup and Restore works fine.

Joern

Joern, thank you for the update and information about your use of disk encryption - this can cause some strange problems but provided Acronis is run within Windows when the drive is unencrypted / unlocked, then it should create valid backups.  The real issue comes when using the Acronis bootable Rescue Media which has no means of dealing with disk encryption or unlocking the same.

Yes, Joern. Make sure you can restore your backup. You might have to try to restore on a blank disk and and see if you get your computer back to work.

When the system disk is encrypted, Acronis can run backup in Windows and the data that Acronis backs up is decrypted. But when you restore, you have to use the Acronis recovery/rescue medium. If the disk is encrypted, the recovery medium might not see the target disk. Or if it can, it might restore the data, but the computer might not boot correctly.