Folders missing in recovery list from cloud backup
I backup a series a folders from my NAS to the Acronis cloud. Eventually the backup completes and the space occupied on the cloud corresponds to the amount of data selected for backup.
However only the first 2 folders can be recovered, either from the desktop product or from the web interface.
Nope it is not that. I can see 3 different dates in the drop down. One when I started the backup, one when it completed (5 days later), and one that I did right after to verify that all data was backed up. As you can see in the attached, Acronis confirms that all data is backed up, although only 2 root folders can be recovered.
Pat, what is shown when you select one of the other dates/times in the Recovery page list?
Cloud backups are always incremental after the initial full upload, so if you select the first date/time in the list, it should show you the whole source data.
See my further screen shots below showing this behaviour for one of my cloud backups.
Understood, but the initial date doesn't show the whole data set either.
So I tried to backup the same NAS shares locally instead of to the cloud. Apparently, some shares do backup correctly, and some don't. The ones that do backup locally correctly are the ones that show up as recoverable in the cloud backup version. Those that don't backup locally correctly make the local backup fail with "files/folders used by another application" kind of message. Apparently, they don't make the cloud backup process fail, and all the data seems to get to the cloud anyway, they just remain unrecoverable.
I reviewed the ownership, permissions differences, settings, indexing, etc. across these shares, and I didn't find anything obvious. I tried to backup sub-folders also.
The NAS is a Synology NAS, running the latest version of DSM.
I know that in the past Acronis had multiple troubles with backing up or restoring network shares. If local shares backup doesn't always work, then I know I can't use it because the local backup fail clearly.
I have an issue with the fact that the cloud backup announces that the backup succeeded, but that the data is not recoverable. First of all, Cloud backups are onerous (I have consumed by monthly bandwith quota after having this backup fail twice at this point). Second, at a time where users have data in multiple clouds, private (NAS) or public (OneDrive, etc.), mobile or desktop, it will be important for Acronis to ensure consistent backup experience and reliability, or avoid making such claims as Hybrid Cloud capabilities.
As we often say in these forums, it is important to verify that the backed up data can be recovered. Here we are.
For the time being, this Acronis Cloud Backup remains completely useless to me. I am still a happy user of the disk backup and recovery capabilities (on local media).
Pat L wrote:Understood, but the initial date doesn't show the whole data set either.
So I tried to backup the same NAS shares locally instead of to the cloud. Apparently, some shares do backup correctly, and some don't. The ones that do backup locally correctly are the ones that show up as recoverable in the cloud backup version. Those that don't backup locally correctly make the local backup fail with "files/folders used by another application" kind of message. The log viewer says "Access to the file is denied. (0x40014)"
Apparently, these shares/files don't make the cloud backup process fail, and all the data seems to get to the cloud anyway, they just remain unrecoverable.
I reviewed the ownership, permissions differences, settings, indexing, etc. across these shares, and I didn't find anything obvious. I tried to backup sub-folders also.
The NAS is a Synology NAS, running the latest version of DSM.
I know that in the past Acronis had multiple troubles with backing up or restoring network shares. If local shares backup doesn't always work, then I know I can't use it because the local backup fail clearly.
I have an issue with the fact that the cloud backup announces that the backup succeeded, but that the data is not recoverable. First of all, Cloud backups are onerous (I have consumed by monthly bandwith quota after having this backup fail twice at this point). Second, at a time where users have data in multiple clouds, private (NAS) or public (OneDrive, etc.), mobile or desktop, it will be important for Acronis to ensure consistent backup experience and reliability, or avoid making such claims as Hybrid Cloud capabilities.
As we often say in these forums, it is important to verify that the backed up data can be recovered. Here we are.
For the time being, this Acronis Cloud Backup remains completely useless to me. I am still a happy user of the disk backup and recovery capabilities (on local media).
Pat, I can only suggest raising this as a Support Case with Acronis, onerous as that can be at times!
I also have a Synology NAS but have never tried doing as you are doing here, the NAS is purely used as a backup location, not as a source.
Pat,
Do these shares on the NAS reside in mapped drive letters in Windows?
If yes are these drive(s) set to connect upon startup?
My theory here is that possibly Windows Explorer having a open connection to such shares would block access from another connection attempt to the shares. (Windows limiting connection to only 1 during any one user session)
@Steve, I have opened a case with Acronis.
@enchantech, Good questions. None of the shares were ever mapped to Windows. For a moment, I thought some shares could create problems because they are "default system shares" in Synology DSM (like music, photo), but the "homes" share backs up fine. 'documents" which backs up fine is an encrypted share which is mounted. However, ZPArchive is a user created share that doesn't backup.
The user accessing the NAS from ATI is an admin user, and has read/write access to all shares. It is possible that his user is the owner of some shares, but not others (the music and photo shares are owned by root, I believe, by default).
I will try to use SSH to inspect the permissions in Linux.
You could be looking at a security issue with the SMB protocol and the version of Windows in use. If the Windows version is the post Win 10 1703 then SMB 3.1.1 will be in use which will work backwards to SMB 2.0 but not SMB 1.0.
From a cold start of the machine in question open PowerShell Admin, type GET-SMBConnection. if you returned with nothing then an open connection does not exist.
In that case open Explorer and open one of the shares in question. Type the same command in PS as above. You should get a return showing the logon authority of the connection and the SMB version being used. That might help in bringing resolution to the problem.
I would also recommend checking your Synology NAS DSM configuration settings for both the problem ZPArchive share and also what levels of SMB are permitted? See screen shots from my own Synology NAS.
I have checked the SMB connection with the NAS and all the shares use the same 3.1.1 dialect.
I also SSH into the NAS and checked the ownership/permissions of the shares, and they are the same.
As the backup fails and suspects there is an application blocking access to the share, I have stopped most of the running apps on the NAS.
As the pb share has advanced permisions enabled (unlike the shares that are backing up fine), I disabled advanced persmissions.
Finally, with advanced permissions re-enabled since there was no difference, I made sure that Windows security on the PC was allowing full control to the user accessing the NAS.
No difference. The file backup continues to fail.
Pat,
Did you reboot the NAS after disabled the advanced permissions on the share that backup fails on? I would suspect that you would have to do that so that the new setting would take effect.
When you checked the SMB connections was the listed user the same for all shares?
Yep, all the SMB connections were listing the same user.
Changing the advanced permissions and rebooting doesn't change anything. I will try to create a new share and copy some of the folders of the problem share to the new share to see if that makes a difference.
Alright, I think I have solved this issue for the backup of NAS shares on a local disk. I ended recreating new shares on the NAS and moving the content from the old shares to the new, then deleting the old, and renaming the new so that my other backups and apps are not all messed up.
I was a bit concerned with the music, video and photo shares, as these were "reserved" shares with older versions of DSM. Apparently, this is not the case any longer, which is good news. It should be possible to rename them the way you want (if it bothers you that the "photo" shares actually contains videos also :-)
I am running the entire backup now to verify all the shares are backing up localy right. If this is the case, I will retry a new backup of the same shares to the Acronis cloud.
Done. The backup of the NAS shares on a local drive completed successfully. I will set up a new backup to the Acronis cloud and see if I can restore all the files and folders.
Great news Pat! Hope your Cloud backup proves successful as well.