Skip to main content

ATI Cloud 2020: Backup Created but shows as "empty"

Thread needs solution

Hello. I have a remote user who just purchased the Cloud version of ATI 2020: (Build 22510)

She has a Ageis Padlock Self-Encrypting drive that has 5 years of company Financial info on it. The drive may be going on the fritz so i had her make a backup of it RIGHT AWAY.

 

Acronis ran overnight, and said the backup was Completed. On her dashboard also, it shows it saved 70GB, and the Remaining Storage shows 179GB remaining. But when she clicks on the backup ATI said "The Backup is Empty"

 

I have attached screen shots she sent me. unfortunately this is all the info i can provide before hand, as she works several states away from me.

 

what i believe, Is the backup Full-Restore only?  And not individual file browsable/mountable?

 

 

She is on the Latest non-beta build of Windows 10, but the PC she did the backup on, is Windows 7.

Attachment Size
Backup Complete.png 77.79 KB
but shows empty.png 28.37 KB
0 Users found this helpful

Welcome to these public User Forums.

What file system is being used on the Ageis Padlock Self-Encrypting drive - I am assuming that this is not the Windows 7 OS drive?

If the drive is starting to fail, then there is a chance that Acronis switched to using 'Sector-by-Sector' method for creating the backup because of hitting bad sectors etc?

What is the stated size of this drive as compared to the backup size of 70GB?

I would recommend performing a local backup of this drive as a matter of urgency, i.e. to a good external backup drive connected via USB 3 / 2 cable.

Please download the MVP Log Viewer tool (link in my signature below) and use this to review the log file for the backup operation. This should provide more information on whether any errors were encountered during that backup to the Acronis Cloud?

I would also suggest that besides a local Full Disk backup of the failing drive that a second backup of all Folders/Files on the drive be backed up as a Folder/File type backup.  If the drive is indeed failing and the fault is mechanical in nature, then data should be captured by either backup method.  If however the fault is in the filesystem then like Steve says TI may have defaulted to a sector by sector backup in an attempt to capture all data.  The filesystem itself should attempt to make corrections in filesystem errors by writing to good areas of the disk.  Capturing a Folder/File backup would allow you to copy and paste data from that backup to a known good storage location and would hedge against the possibility of a Full Disk backup being unrecoverable.

Thank you both for the insights. I have instructed the user to download the log viewer tool and post back. In the meantime, here are some more updates.

To Steve:

Yes, the drive is not the OS disk, HDD-0.  I believe the file system is NTFS, though ill need to double check.

I would assume Sector-by-Sector was not used as fall-back as (attached image) the Drive size / used space vs the size of the backup archive are different. I assume this is because of compression which i believe a S-b-S backup would be a 1 to 1 copy.

Update on situation:

ATI is now indicating a (attached image) File System error. Ive instructed the user to preform a Folder/File Type backup method as soon as possible. After we get a working backup of the data, we can have Chkdsk find and repair errors. Its a 1TB spinning drive so getting the backup clearly takes priority over that.

Ive also instructed her that if at any point ATI mentions a CRC error, that time is running out. (every drive ive ever seen fail gave a CRC error at some point)

 

Ill post back with Log viewer results and how the File/Folder backup went.

Regardless if the ATI F/F backup is successful, ill instruct her to traditional Copy/Paste all files from the drive locally.

 

 

Attachment Size
532716-180599.png 90.52 KB
532716-180602.png 164.37 KB

Thanks for the update.  Keep us posted.

I have not used a Ageis Padlock Self-Encrypting HDD, but I have a Buffalo one that may work in the same way. I have to first long into the drive which mounts the encrypted drive so it can be accessed. If it works the same way, you need to backup the mounted drive not the physical drive. Backing up the physical drive will just produce what looks like an empty backup as the underlying files are hidden from the OS.

Ian