Acronis 2016 Cloud - Local says cloud backups are complete but cloud says they're still backing up.
I wasn't sure whether or not to post this here, or in the cloud forum. Regardless, the subject pretty much says it all. I've recently upgraded from Acronis 2015 to Acronis 2016 cloud (now on Windows 10). Although most of my backups are local, a few of them are backed up to the cloud.
Yesterday, I ran two separate cloud backups (at different times). One of them (about 4GB), took about 35 minutes or so. After it finished, I started the other one (about 65GB) which estimated that it would take a little over 4 hours, so I let it run overnight, selecting to have the PC shut down afterwards. That must have worked because this morning I saw that my PC was successfully shut down. When I restarted the PC and launched Acronis 2016, it indicated that both of those backups were complete and successful.
However, I then accessed the online cloud page and on the Devices tab, I noticed that both of those backups are still being listed as "Backing up", and the progress bars on both are still visible. The smaller, 4GB backup says it's 95% complete, and the larger 65GB backup says that it's 90% complete. Neither of the two progress bars have moved at all in the last two hours. Interestingly, a couple of other cloud backups that I had made earlier yesterday are also listed but they are properly being displayed as being complete. It's just these two particular backups that aren't listed as being complete.
So now I'm not sure what to believe. Is my local Acronis application giving me the correct information (meaning that the backups *are* complete and successful), or is the cloud correct and they're *not* complete, but have for some reason stalled? How can I confirm this either way, and what may have happened to cause this discrepancy?
Thanks.
System: I7 5960X O.C. @ 4.4Ghz
Samsung SSD 850 Pro SSD
32GB RAM
Internet Service 100Mbps down / 50Mbps up
(Speedtest.Net shows I'm actually getting an average of 92.2 Mbps down and 49.1Mbps up)
No indication of any internet service failures lately.
I agree that something seems amiss. It's now been about 24 hours since that larger backup supposedly completed, and just now I logged back into Acronis Cloud to see if the Dashboard (Devices tab) had changed in anyway. Well, it has changed. For those two particular cloud backups, the cloud is still reporting them as "Backing Up", but instead of showing 90% and 95% completion on the progress bars, (as it did yesterday) it's now showing 0% for both of them.
Now to complicate matters, I just noticed that a mobile backup (Android device) that I had made two nights ago, and which (according to the phone app) completed successfully, is also now showing "Backing Up" @ 0%. My memory may be at fault here, but I really do recall seeing it listed as being completed (on the Cloud dashboard), shortly after the phone app reported it complete. If that's the case, then there is definitely something strange going on.
I'm going to wait just a while longer to see if anyone else here in this forum has any thoughts. Otherwise, it seems a support ticket may be necessary.
Hi Tom,
if you haven't contacted support yet, please wait a couple of days and check statuses in Dashboard again.
The thing is, that in last several days we've performed maintenance on our servers responsible for remote management (including Family Dashboard functionality) and changes might need some time to apply.
If on let's say Wednesday the problem remains, please let us know here or create a support ticket:
http://www.acronis.com/support/contact-us.html
Thank you,
OK. Thanks for the reply, Anna.
As you've suggested, I'll wait until mid-week and we'll see what the Dashboard status is at that time.
I thought I'd just provide an update on this. On Wednesday, I tried to connect to Acronis cloud to see if things have changed. However, I wasn't able to get into the Dashboard. Instead, after trying to connect for awhile, I got the Acronis Cloud message saying that
>> "Service is temporarily unavailable. The service is temporary (sic) unable to serve your request due to capacity problems. Please try again later." <<
Since then (over the past two days) I've tried more than a dozen times (at varying times of the day and night) to get to the Dashboard and have been consistently getting that message.
So I'm a bit concerned about two things now. 1) I'm still unable to confirm the true status of those two backups mentioned in my earlier post. 2) I'm concerned that in 48 hours, I haven't been able to get to the online Dashboard due to "capacity problems". I'm wondering if this is a sign of "things to come".
For those reading this thread that may be experiencing a similar problem, in my case the problem was resolved by contacting Acronis support (per Anna's suggestion). The first thing that needed to be resolved was my inability to connect to the dashboard. After ruling out the problem being local to my PC, the case was escalated to the folks that deal specifically with the cloud. They must have made some changes to my account on their end because when they eventually responded and asked me to try logging in again, I was suddenly able to connect to the Dashboard. Furthermore, the problem with the backup status being different on the cloud (which was the original problem I reported), was also corrected.
I can't tell you exactly what caused the problem. I was only told that it required some corrections on the Acronis server side. Regardless, the Acronis support folks came through wonderfully on this one.
Just FYI.