Skip to main content

Cloud backup on ACRONIS 2020 failing on 1/2 PCs with msg "The specified file does not exist...."

Thread needs solution

I have two PCs, lets call them PAT and JOE

JOE

  • JOE was upgraded to Windows 10 1903, a few weeks ago.
  • JOE updated ACRONIS to 2020, as soon as it came out!
  • JOE has NO problems with online backup, before or after the Window 10 update or ACRONIS 2020 update.

PAT

  • PAT is still running WINDOWS 10 1809
  • PAT installed ACRONIS 2020 and and then all online backups failed.
  • ALL ONLINE backups fail with msg "The specified file does not exist...."

Looking at my backups online, 
I see the folder MYfolders-1...as expected
I click on that, I see C:. as expected
I click on C: and see Users   ...as expected.
I click on Users, and ONLY see xzr1t  .....which is associated with JOE. BUT, the directory patgi associated with PAT is no where to be found!! And that is why the product appears to be failing with the message that it is.

I opened a problem ticket #04140612 on September 3.... No response. On 09/05  I finally contacted support via CHAT, because I had requested a FTP site, etc to sent the SYSTEM REPORT file.

They also requested that I send: 

Scripts folder:C:\ProgramData\Acronis\TrueImageHome\Scripts
Online backup folder: C:\Program Data\Acronis\TrueImageHome\Online Backup 

Those were successfully uploaded..

It is now, 09/07.....No response...

Just F R U S T R A T I N G !!

I just hope my online backup are not lost forever,

0 Users found this helpful

Joe, your backups in the Acronis Cloud should be safe and Acronis should have measures in place to allow them to recover any files stored on its own servers.

Please download the MVP Log Viewer tool (link in my signature below) and use this to review the log file for your backup operation. This should provide more information on the backup failure on Pat.

I had an online backup go F.U.B.A.R. and could not see it or update it either.  Acronis was able to get it recovered to my account so that I could see the data and copy it back.  However, it would not work so that I could continue to backup to the same cloud backup anymore (this happened earlier this year in 2019... I believe with 1809). 

Really not sure what happened.  Luckily, so far, since then and re-uploading, it's been solid (as far as I can tell).  I believe they moved to a newer archive format that is supposed to be more reliable (I hope so) and hopefully the issue is gone for me now.

For what it's worth - don't use only one backup - of any kind.  My recommendation is to have a local backup - 1st and foremost.  Either to another dedicated internal or USB drive (or a NAS - or better yet, do both!).  It will not only be leaps and bounds faster for local backup, but especially for recovery - we're talking minutes vs several hours or even days (depending on how much data you need to push or recover).  Then, use the Cloud for your offsite and fall-back backup in case everything goes out the Window (house catches on fire, computer takes a dump and takes out all connected devices with it at the same time).

I am a new True Image 2020 user, having subscribed around 8/15/19.  Online backup has never worked and the support ticket gets kicked around from tech to tech, each asking for the same logs, etc. each time.  The last asked that I create a full directory backup to the cloud, that's 500G to an Acronis 250G account.  Disregarding my internet service constraints, I got a popup asking if I wanted to buy more cloud space. This was salt in the wound. I'm considering bailing on this product.

Ron, welcome to these public User Forums.

Please send a private message to Ekaterina Surkova | Forum Moderator who can take a look at your open Support Case and suggest how to progress this forward.