ATI 2016 selecting source folders unusable

Jacques, I would say the slowness is not normal.  Even on a baytrail tablet with 4GB memory, the ATIH application is pretty responsive for me, but I don't see this slowness on any of my machines.  Does task manager show high CPU and/or memory usage when using ATIH?

The network connection may be the bottleneck in the equation.  Acronis needs to be able to navigate the network directories/folders and those items, as far as I know, are not cached locations in Windows and/or Acronis.  Also, how are you connected to the shares via Windows - wireless or with a network cable?  What do other file transfer rates on your network look like (try lanspeed test lite - it's free - I'd recommend a 1GB test to see what it reports the average transfer speed to be outside of Windows).

I have not experienced the scrolling issue on any of my machines where it returns to the top line or to the left again.

The vertical split seems to be easy to grab and move each time I select it.

I have not had to change my SMB share password, but did not have any latency entering it originally.

I'd say that either the network connection is the problem, or local system resources - maybe both.  You mentioned that you *EDIT* used ATIH previously and are now using 2016 - was this an upgrade from an earlier version?  If so, you may wan to consider clean uninstall and reinstall to see if that helps - it normally does if it is Acronis that is having issues and is not related to your system resources and/or network.

https://forum.acronis.com/forum/113656#comment-334624

Hi and thanks for your detailed answer.

Made a few tests this morning:

.Lan speed test (1GB) : up 88 Mbps, down 77 (backup is on a NAS attached to same 100 Mbps switch as PC) so OK

.Trueimage.exe uses 70 MB in memory 3% CPU

.firts run: able to easily add missing folder !

.second run (nothing changed) Trueimage.exe uses 88 MB, CPU 50 to 70% !, 

.examining left side of ATI (backups list) I notice that all local backups have the correct arrow down right of them, but all cloud ones have the small "active" circle running very slowly  or even stalled. The Ati window is titled as "non responding"

.smb password change has nothing to do with this problem (just a mistake !)

Web access to different sites OK, web access to Acronis cloud blocked "redirecting" (tried with several browsers).

Is this the only cause of slowness ?

I think this ATI 2016 has been upgraded from 2011, 2013 and 2014. 

I may remove and reinstall ATI with the link you gave. An important question, though, if I do reinstall, shall I have to recreate all backup definitions or can I save and restore them from somewhere ?

The font size remains uncomfortable, and selected folders could be differently marked if fully or partially selected.

Regards, Jacques

Hello Jacques,

I have been having a look on one of my ATIH 2016 systems with the files & folders listing and can see a little of the behaviour you mention, in particular the repositioning to a highlighted folder when scrolling in a list.  This didn't happen at any specific time interval but seemed to me to be related to the application 'reading' the hightlighted folder contents / tree, as after a short while the repositioning didn't happen.  This was more obvious if I highlighted Network in the listing as it obviously took longer to parse the tree listing for the Network components.

In terms of performance, everything was responding quickly considering the machine is an older Intel dual-core Pentium running 64-bit Windows 10 with 4GB of RAM - I certainly did not see any significant delays in selecting folders, all was almost instant.

I would agree with Bobbo regarding going for a clean install of ATIH 2016, especially if you have upgraded across multiple older versions from 2011, as you will have brought forward remnants of the older product configuration in the Acronis Database and task Script files which could be contributing to the problems you are seeing.

If you want to keep copies of your backup definitions, then these are kept in the C:\ProgramData\Acronis\TrueImageHome\Scripts folder and whilst you could save these and restore them with the clean installation, I would suggest not doing so, at least not initially, but creating a new backup task and testing that to prove that any problems are resolved first.  Note: The above folder path may be hidden on some systems

For the design issues, i.e. font size, selecting indicator (tick versus highlight) etc, then I would recommend using the Feedback tool within the product (found in Help) to pass these to the developers.

Thanks Steve.

What about Acronis cloud not being available as a cause of this slowness ?

I think I shall clean reinstall ATI whatever.

Jacques, I have to admit that I do not use the Acronis Cloud service - I prefer to have full control over my data and have my own Synology 3TB NAS Raid 'cloud' solution on my own network which avoids all the issues about broadband upload / download speeds and restrictions for my ISP.

If you have Cloud backups in your mix of tasks, then I would suspect that this could introduce some elements that might affect performance, but I would expect that this should only relate to actual Cloud tasks rather than with any other local backups etc.  You could always test with the Cloud service stopped to see what influence this has - open Services.MSC from a Windows Run prompt.

With regards to doing the clean install of ATIH, if you have Upgrade versions of the product, ensure that you have a serial number for one of the older products ready as you will be asked for both the new and old serials during the install process.
There is no need to install any of the older products to install an Upgrade to ATIH 2016, just provide the old serial when prompted.  All your serials should be held in your Acronis Account if they have been registered with Acronis to your account email address.

Thanks, the oldest serial number I have kept is Acronis 8 ! 

I have also 2 NAS. But everything is in the same place so Cloud allows backups somewhere else.

Since ATI 2016 was registered with mail address, no serial number was necessary to reinstall. ATI seems to run rather smoothly (though could be better), but all cloud backups are in ok status (down arrow). My local and cloud backups are there.

If slowness occurs again, I shall have a look to cloud service and stop it to see what happens.

Thanks for your help.

The one bad thing about all backups is that only one can run at a time.  Acronis Cloud is slow - even with 100Mb/s download and 10Mb/s upload, it took a full 2 weeks of a constant cloud backup to push 350GB.  During that time, no other backups could run so I would pause the Cloud backup so that my local backups would then kick in.  I've registered feedback to request that cloud backups automatically pause to allow local backups to run an then startup again when nothing else is running and I'm hoping it gets implemented at some point.  Cloud is nice, but ISP limitations with upload and perhaps some other forms of throttling limit the speed of the Cloud.  I use it for offsite disaster recovery, but can't rely on it as a primary/single backup location when I can backup the same 350GB to a local USB drive in a matter or hours or an SMB share in roughly a day.  

I have noticed this in a previous post.

Since I saved th script folder I have my backup definitions back , but no history, all are unscheduled and in "never executed" status.

Can I restore complete ProgData Acronis folder ?

Thanks.

Jacques, I wouldn't recommend restoring the complete ProgramData\Acronis folder contents, this may well reintroduce errors that have been resolved by reinstalling.

The history information would be held in the ProgramData\Acronis\TrueImageHome\Database folder contents but again I wouldn't recommend restoring this, at least not unless to save a copy of what you have now first!  

Revalidating/reconfiguring your backup tasks should help to identify when backups were performed and repopulate some of the history information as shown in the GUI.  This works when adding existing backup image files to the task list in my experience.

Hi Steve, what do you mean by revalidating/reconfiguring ?

My backup definitions seem ok (most are full/inc or diff, full every 6 inc or diff), but they are nox unscheduled and are considered never run.

On the other side I have on my servers the ful/inc/diff tib files of all the backups.

I would like to 

• have ATI  take into account the backup tib files and "know" the real bakups statusses (full/inc/diff), if I do not do this and recreates or reconfigue the definitions  the old backup files will be unusable (at least I think so)
• I would then reconfigure the schedule of the the backups.

Is this possible ?

Good night.

Jacques, when I have 'lost' the information showing when the last backup was performed for one of my tasks in the main application window, I have found that taking the option to validate the task has resulted in that information being shown again.

If you had added an existing backup image not associated with an existing task, then this would need to be reconfigured in order to set the correct configuration settings and pick up an existing version chains etc.

I did not know this function, I am trying it and it has already recovered some backups.

Thanks.

Backups are coming back. I just have to redefine their scheduling.

Using folder select remains a difficult task while Acronis is validating backups (though somewhat faster). I thought background tasks like validating, backuping ... were done by a program in the background, not the UI.

Hi, sorry, back again.

After clean reinstall of ATI 2016:

Backups are running smoothly, except cloud ones which have also lost their scheduling, but there is no 'Options' button, just a 'restore' and 'reconfigure' button. 'Reconfigure' resets source files (which I do not want to have to redefine). How can I just redefine scheduling ?

Many thanks in advance !

Hello Jacques, glad to hear that your backups are mainly running smoothly apart from those to the cloud.

Unfortunately, I cannot see any way around the need to take the Reconfigure option for the Cloud backups.  I tried setting up a test cloud backup to check for you but there is no easy way around this, nothing in the Dashboard to allow you to just redefine scheduling.

I believe that the heart of the issue is that the Cloud only knows that you have a backup but doesn't hold any configuration data to say how that backup was originally configured or how often it should be performed.  This is not any different if you take the option to 'Add existing backup' in the main GUI and add in an image from your local external drive - you would still need to reconfigure the settings for that existing backup too.

Jacques, I had that issue after letting the database rebuild as well.  I stopped the Acronis services and manually removed the scripts (just those associated with the Cloud) from C:\ProgramData\Acronis\TrueImageHome\Scripts and restrated the Acronis services and lauched Acronis and then it synced with the Cloud again and the Cloud backup jobs came again.

FYI though, instead of deleting the script jobs, perhaps just move them somewhere else... just in case it doesnt' work for you, so you can put them back if need be. 

Thanks. Is there some place where the complete list of scripts ID and names is held, or do I have to open each ID file to see backup name and see if it is a cloud one ? I moved one of the cloud scripts after stopping ATI services, but it did not come back.

Before my post here I also restored the OnlineBackups folder that seems to hold cloud backup definitions. But it did not change anything.

Jacques, there is no complete list of scripts ID and names that you can look at.

What may be useful here is the Service Log File Viewer app that one of our MVP colleagues has created and made available to all forum users, which will allow you to look at your service logs, these in turn hold the script ID and you should be able to see the task name in the text of the first few entries.  It provides a quicker and easier way at looking at multiple logs.

Thanks, but clean reinstall of ATI cleared old logs, and I only have recent ones. Next week, I shall explore scripts folders to find my cloud backups.

Jacques Bratieres wrote:

Thanks, but clean reinstall of ATI cleared old logs, and I only have recent ones. Next week, I shall explore scripts folders to find my cloud backups.

Jacques, could you please go to Help -> Send Feedback and check attach system report. I will ask Engineering team to review the report to find out if there is a glitch they should fix.

Thanks Gaidar, but file size exceeds max size (250 Mb vs 15 Mb) AND the files contains sensitive informations which I am reluctant to publicly publish. Is there some way to send it otherways ?

Jacques, when you use the Feedback tool (within the Acronis application in Help) this goes directly to the Acronis development team and not to this Forum, plus it doesn't have the file size limitations as far as I am aware.  I have to say that 250MB sounds to be excessively large for a System Report?

Well, so it has been sent to Acronis.

Hi,

I had to manually redefine all cloud backups and schedulings...

and had same poor performance selecting files : the first ones are quick but the next ones get slower and slower.

Thanks to all for your help.

Thank you for providing us with a report - development team is researching the issue.

Hi,

Updated ATI 2016 to new update this morning.

Cloud backups are now duplicated in backups list : one with backup date/time ok, another with 'never executed'. Deleting the last one deletes backup data of the other one.

System report has been generated (and I suppose sent to Acronis).

I have something else to do but taking care of ATI. The main quality of a backup software for me is reliability.....

A few checks later :

The cloud backup with green tick is indicated as "never executed" and has lost source folder definitions

The one with no tick is indicated with right last backup date/time and has the correct source folders definitions.

Jacques - when you log into the cloud account online, does it also show both items there too?

https://cloud-wr-us1.acronis.com/enterprise/login/login.htm  (US)

https://cloud-wr-eu1.acronis.com/enterprise/login/login.htm  (Europe)

If so, you should have a valid support case with the Cloud being outside of your control and I would defintiely open a chat ticket with tech support

- Online Chat Support - Open a Ticket

- 18623: How to get Technical Support: Tips, Tricks and Useful Information

Hi,

In the web cloud interface I only see one backup.

Try this then...

Control Panel >>> Administrative tools >>> Services.  Stop all Acronis services (normally 4 of them).

Then go to the hidden folder (may need to turn on the option to show hidden files/folders in windows first)... 

C:\ProgramData\Acronis\TrueImageHome\OnlineBackup   rename that folder to Onlinebackup.bak (or something other than the original name)

Now go into C:\ProgramData\Acronis\TrueImageHome\Scripts

Open each script with notepad and take note of the names in them.  I would cut/paste any of them that refer to a cloud backup, out of the scripts folder (put them somewhere else for now.)

Restart the Acronis servcies.  Relaunch Acronis - how's it look now?

Well, duplicate cloud backups have disappeared, but all cloud backups definitions have to be manually reconfigured, ie source folders (and files), scheduling, .... Which I have already done 10 days ago.

Enough !

Please Acronis:

• have functionnalities that do work and can be trusted (they used to, a few years ago), we are talking about our data failsafe backups
• create export/import functions that may be used (for instance) to save the same source folders/files to different destinations without having to redefine them for each backup. This could also be used to restore backups definitions in case they get lost
• have readable and selectable logs
• get folder/file selection easier:
  • have a symbol before each folder indicating : not selected, partially selected, totally selected
  • have this symbol be clickable to adjust selection
  • have folder/file selection not slow down little by little
  • user a smaller (or customisable) font for folder/files tree displaying : the present one is much too large to browse large folders

For present problem, please provide a real solution since I have had enough with restoring bakups parameters, folders and schedules.

Other wishes:

• please thread cloud backups (at least 1) versus local ones (since cloud backups may last several weeks)
• prevent backup consolidation (or validation) to a removable drive triggered by another backup (I never let remoaveable drives connected to prevent corruption, virus locking, ... to those backups)

Jacques, please give your comments directly to Acronis via the Feedback tool in the GUI Help section, this will register them with their development team as your post here may not be viewed by one of their engineers or developers.

Thanks Steve, done.