Reduced Pop-up Menu Choices & No Data to Recover Yet
I have installed Acronis True Image 2020, build 20770 on the 5 Windows 10 64-bit computers that I maintain, and I am experiencing a problem with only one of the 5. I see 3 abnormal issues: 1.) the pop-up menu that you get by clicking on the downward-facing arrow to the right of the name of the backup only shows 2 choices (Clone settings and Delete...) 2. Choosing Delete... from that pop-up menu brings up another notification window, that allows you to delete or remove the backup from ATI. Selecting Delete seems to remove it from ATI, but not delete the actual backup folder or its contents. 3.) By clicking on the Recovery tab at the top of the window does not show any available backups that I can recover from, and only shows me a graphic of an empty box with the message "No data to recover yet", even though I have already created multiple Custom Full backups.
I have 2 screenshots that I hope that I can attach here that clearly show issues #1 and #3. I have downloaded the AcronisTrueImage2020_20770.exe program from the Acronis web site and attempted to Repair my program, but that didn't change or repair anything. Does anyone know of what I should attempt next, or should I just uninstall it, reboot the computer, try reinstalling it, and just hope that my license is still good? Thanks.
Another option would be to use the option to 'Add existing backup' and select the most recent file from the destination drive for each task.
Important, ensure the drive letter for the backup drive is showing as per your screen image, and has not changed to a different letter!
Steve,
I will try your suggestions when I get home this evening, as that's where the "problem computer" is, and I'm at the office right now. I do have a few questions/comments though.
First, my E:\ drive is my 3rd internal disk, and as such it is always connected (via SATA). I'll use Windows' File Explorer to navigate to the My_Backups folder, and go down into each of the two subfolders and right-click the .tibx files and hopefully the pop-up menu will have the ATI Validate option there. Please note that my screenshots show that the two backups were Validated right after the time that they were created.
I have been searching around here on my office computer for the "Add existing backup" option, but can't seem to find it on this correctly working installation of ATI. I have used that feature on some previous versions of ATI, but it's either difficult to find, or it's just the 4th issue that I'll have with my "broken" version.
I'll report back something here in about 6 hours. Thanks!
I have found that the solution is to select the file in Explorer, right click select Acronis True Image the select Validate. In my experience that produces the full list of options.
After you have done this successfully, send in App feedback to Acronis so they can try to fix the cause. Make sure that you have ticked "Attach system report. Also include a link to this forum thread.
Ian
OK Steve and IanL-S, I have a lot to report, and I'll try to be concise.
First, in my screenshots above, note that I had 2 backups, named C_Backup_09_04 and C_Backup_09_04_PM.
First, I used Windows File Explorer and navigated to the E:\My_Backups\C_Backup_09_04 folder and right-clicked on the .tibx file, chose ATI -> Validate. That opened ATI 2020 and Validated successfully, and also added it to the Recovery tab and filled-out the pop-up menu as desired. Great!
It didn't go well when I tried doing the same thing on the C_Backup_09_04_PM.tibx file. Once ATI 2020 opened, I was presented with a dialog window telling me that it "Failed to add the backup to the backup list",
But it did continue to Validate it, and eventually reported it was successful.
It didn't add it to the Recovery tab, and so with the possibility that it really was corrupted, I simply deleted it. Again, telling ATI to delete it didn't really do that, it just removed it from the ATI interface. I used Windows File Explorer to actually delete if from my computer. I then decided to try creating a brand new backup, which logically enough I named C_Backup_09_05. Like the previous ones, it was a non-scheduled Custom Full backup with the option to immediately Validate it after it was created. That went fine, and it was reported as Validated. However, it did NOT show up in the Recovery tab, and it had the reduced pop-up menu options.
Since ATI 2020 wouldn't add it to the backup list, I attempted to manually add Existing backup as Steve showed me how. That didn't work.
At this point, I decided to make a bootable Rescue Media disk using ATI 2020, which I did, but my computer never got past the light-blue 4-paned Window logo, so after 10 minutes I just shutdown the computer. I then tried booting from a Rescue Media disk that I had created with ATI 2019 build 14690, and it booted just fine. I could navigate to the folders with the C_Backup_09_04 and C_Backup_09_05 backups, but it didn't see any .tib files within those folders (because the backups were in .tibx format).
Later this evening I will attempt to send in the App feedback as IanL-S requests, including to attach the System Report. Thanks for your help.
I forgot to re-mention that between creating the C_Backup_09_04 backup and the C_Backup_09_04_PM backup is when I ran the 20770 installer and told it to Repair my ATI 2020. So the backup created before that time did get "fixed" by going to it in Windows File Explorer, right-clicking it, and choosing Acronis True Image -> Validate.
Neither of the other two backups that were created after that "Repair" were able to be fixed by that method.
Thanks for the update. Cannot think of anything else to try.
Ian
I had the same issue. The way I fixed it is by:
- closing ATI
- deleting all the files in the c:\programdata\Acronis\TrueImageHome\Database folder
- relaunching ATI and running the backup task(s) to regenerate the database.
The backup menu was restored with all options, and the recover tab became active and valid
@Pat L, I forgot about that solution that you posted previously - seniors moment?
Ian
KB 60915: Acronis True Image: repairing program settings - documents the process for this.
I was attempting to try Pat's suggestion, but instead of deleting the contents of the C:\ProgramData\Acronis\TrueImageHome\Database folder, I simply tried moving them to a temp folder on my Desktop. I was unable to move all of the files, as about 6 of the files cannot be removed because they are still in use. Going to the Task Manager and trying to Stop This Task on anything that looks like it belongs to ATI doesn't allow me to move them, so my question now is :how do I perform Pat's first step to "Close ATI"?
Gregg, all the Acronis Services have to be stopped first before trying to end any Acronis processes.
Yes, correct. Run services.msc from the run command and stop all the Acronis services. Then use the Windows task manager to end all Acronis processes. You will be then able to delete/move/rename the database folder files.
OK, thanks guys. Method #1 described at the link that Steve Smith provided fixed my problem.
https://kb.acronis.com/content/60915
Gregg, glad to read your update, thanks for the feedback.