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Get "Cannot open folder" error when opening Backup Options.

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I just updated Acronis True Image 2017 to build 8029 on a PC running Windows 10 Pro, 64 bit.  For one thing, immediately after the update, all shortcut icons to the product either disappeared, or no longer pointed to the right location.  There wasn't even an icon for it in the Windows start menu.   I did a reboot after the update, just in case that had something to do with it, but still no program icon, though there were new icons for Acronis Drive Cleanser, Secure Zone, and Startup Recovery Manager.  I located the exe file, and created a shortcut to it, so I could open the program. 

I selected one of the backups I have scheduled, and clicked the Options button.  That's when I got the error message "Cannot open folder." There was also an Event code: 0x00AC0041+0x00550011, which did not have any information available for it online.  If I click the "Ignore" button when the error first appears, it just closes the error message, and never displays the options.  I found that all of my backups generated this same error.

I cloned the first backup, and tried again.  This time, I got the same "Cannot open folder" error, with the same event code, but after clicking the Ignore button, the Options were displayed correctly.  This happens everytime on any of the cloned backups.  At least I have a workaround for not being able to set options for existing backups, but something is clearly not right here.

 

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Joel, from your description, it sounds very much like something definitely went wrong with the upgrade / install of the ATIH 2017 software.

I would recommend repeating the install again using the full ATIH 2017 build 8029 installer which should then offer you the option to do a Repair install.

If the Repair does not resolve this problem, then you will need to do a clean install by using the Acronis Cleanup Tool (link in my signature below) - doing this will also remove your backup tasks unless you save a copy of the C:\ProgramData\Acronis\TrueImageHome\Scripts folder where the task configuration files are held.  You should uninstall the software normally before running the cleanup tool as Administrator if you go this route.

Yes, do what Steve suggests. In most cases one or other of those procedures will fix the problem.

Ian

Thanks Steve.  I was about to report back here that I fixed it by reinstalling the software, when I saw your reply.  When I did the reinstall, it did not offer the repair option, but just went ahead an uninstalled the software.  I had to run the installer a second time before it would complete the full download and reinstall, but that did clear up the problems I was having.  The only thing was, I had to reconfigure the backup tasks I previously had scheduled, which wasn't a big deal because I was only using two of them.

Thanks also for your suggestion to save a copy of the backup tasks.  I will do that now, in case I ever have another issue requiring a reinstallation.

By the way, I never received an email that someone had posted a reply to my question, even though I have the box checked to "Notify me when new comments are posted." this has happened before when I've posted something on this forum. Is there something else I have to do to ensure I get such notifications? I know my correct email address is in my profile.

Email notifications sometimes do not work as expected. Steve has a theory abourt some mail servers rejecting them .. could be gmail I cannot remember.

Ian