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Acronis 2020 will not backup or recover or recognise my backup location on an external harddrive.

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I recently upgraded my Acronis True Image to the 2020 version. Since then I have had nothing but problems and my computer is now totally unprotected. The fault seems to be that the backup location points to a folder on my computer rather than the one on the external hard drive, which still contains the backup files from v2019 and it is impossible to change it. I have been on to support and they are totally ineffective. Some of the emails contain very technical terms that I don't recognise and some seem as if the technician has not actually read my email. I dearly wish I could go back to the 2019 version, this latest just isn't fit for purpose.

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Bill, what actions have you tried so far in this saga?

My recommendation would be to perform a clean install of ATI 2020 build 22510 as follows:

  1. Open the ATI GUI then go to the Settings page (shown with a gear cog icon).
    Scroll down to the bottom of that page and use the option there to export your backup settings to a zip file on your desktop or other local location.
  2. Close the GUI then uninstall ATI using either the Windows Settings panels or else from the Windows Control Panel >> Programs & Features panel.
  3. Download the Acronis Cleanup Tool (link is in my signature below).
  4. Run the Cleanup Tool using right-click 'Run as Administrator' and follow the prompts to remove all trace of ATI from your computer.
    Note: you do not need to worry about either 'Extended Capacity drives' or about going into the Windows Registry to change anything!
  5. Restart your computer to complete the cleanup actions.
  6. Do a clean install of ATI 2020 ensuring that you are using an Administrator account to give the required privileges & authorities to the program functions.
  7. Once the ATI GUI is shown, then repeat step 1 but this time take the option to import your backup settings back from the zip file created earlier.
  8. Check that your tasks are shown correctly, and try using the option to 'Open file location' for each task in turn to verify that this is shown correctly.

See KB 60915: Acronis True Image: repairing program settings - which will confirm the above actions.

Note: if necessary, you could do a clean install of your ATI 2019 at step 6.

I would remove the backup task from the ATI user interface, then add the backup (you can do this by either choosing to validate by right clicking on the backup task in Explorer and selecting ATI then validate, or in the ATI click on Add (bottom left side and choose add existing backup - click on the flattened v circled in the image below). You will then need to reconfigure the backup.

Hope this helps

Ian