Changing "Version" in Recovery to a time when folder was empty causes list of files to update INCORRECTLY

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I have four backups: 9:54 PM, 10:04 PM, 10:10 PM and 10:26 PM, all on the same day. I was experimenting with Ture Image 2021, trying to decide whether to buy a license. I backed up the entire C: drive of a virtual Windows 10 machine running under Parallels 15. I backed up to a virtual disk (F:). 

When I click on the "Recovery" tab, the program initially lists folders (in the left pane) as of the latest version (10:26 PM), as expected. If I click on the "Users" folder and navigate down to "George" and "Documents," the program correctly lists the files (in the right pane) that are available for recovery, as of 10:26. 

I can change the "Version" to another time, and the program correctly changes the list of files (in the right pane) that are available for recovery, as of the selected time, EXCEPT:

If I then change the "Version" to 9:54 PM (when the Documents folder was empty), after a about 25 seconds, the list of files (in the right pane) changes, but NOT to the files that are available for recovery as of 9:54. Instead, the list of files (right pane) changes to a list of the top level FOLDERS under the C: disk, i.e., PerfLogs, Program Files, Program Files (x86), Users and Windows. The right pane should indicate there are no files available for recovery, or simply be blank. 

If I click on another folder in the left pane, such as "Desktop," and then click back on the "Documents" folder, the list of files refreshes, with the correct list of files.

However, if I then change the Version (to anything), I get the list of FOLDERS in the right pane, again. (See attached screen shot.) I have to click on another folder in the left pane, and then click on the "Documents" folder again to refresh the list of files and get the correct files. If I select the 9:54 version, then click on another folder, and then back to the Documents folder, I get an empty list in the right pane, which is correct.

Interestingly, once this happens, it messes up all the other folders. For example, if I click on the Windows\Boot\Fonts folder, it correctly lists files in the right pane, until I select another Version (any version), after which it lists the folders in the right pane. 

So, it seems selecting a folder and a version in which the folder contains no files screws up the refreshing of the list of files (in the right pane) in response to selecting another version, until the program is re-launched. The (temporary) work-around is to select another folder, then return to the folder of interest to cause a correct refresh of the file list. However, you have to do this each time you change the Version. The described behavior is a bug, certainly not the way the program was intended to behave.

-George

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Sun, 09/06/2020 - 03:49
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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mvp

George, welcome to these public User Forums.

I can only suggest that you raise this directly with Acronis either by opening a Support Case or else by submitting Feedback using the tool provided in the ATI GUI Help area.

Mon, 09/07/2020 - 10:30
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Thanks. I subsequently filed a support case.

At the time I posted this item to the forum, I was not allowed to submit a support case. I have a trial license and I mistakenly thought that the trial license does not entitle me to support. However, it turns out it just took a little while before I was able to submit support tickets, or maybe I just hadn't yet clicked "Confirm" on the e-mail message that told me my Acronis online account had been created and that I could contact technical support. So, I'll admit "pilot error" in posting in the forum, rather than submitting a support ticket.

-George

Tue, 09/08/2020 - 21:19