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Files do not appear in the restore - TIB / Bootable media 2019

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I did a full backup of my disk.
When I went to restore the files (File level), the partition 'C:' appears but it appears empty. It does not show any folders or files.

When I restored the entire disk, it didn't give an error message but it didn't restore the partitions either.

The file is 62Gb in size. The information shows the boot partition and the operating system partition. But when I open the operating system, it doesn't show the files. Everything is blank.

I've used it dozens of times and everything has always gone well.

I tested it on Acronis Bootable Media 2019, as on Acronis True Image 2020 it is the same thing.

 

What happend? Help! Tnks!

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I'm still in error.
But I managed to recover the files using 3rd party software.

First, I created a virtual machine on the computer and did a complete reshot. (I restored the entire disk). This process occurs without errors. But it does not create the partition.

I ran a partition restoration software (Partition Wizard), but to no avail.

Finally, I ran data restoration software (GetDataBack). In this software I can see the partition and my files. So I restored the files to my external hard drive.

I restored files, but not the partition. And I needed other software. I lost precious hours (> 40 hours)

Note: Acronis has an error when restoring the partition (invalid format). I believe it is a problem with Acronis itself.

Sorry to read of these issues but they are very unusual and not anything that I remember seeing reported here previously.

The log files for your backup task may hold some clues as to what has been happening?

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 what happened during the backup action.

Beyond the log, then ATI 2019 has been unsupported by Acronis for nearly 2 years, being followed by 2020 and the next 2021 now in Beta testing and due for release in the Autumn, so any new bugs identified would not be implemented in the 2019 version.

I would recommend checking your source disk drive(s) for the backup task in case there are any underlying disk errors at work here.

Dedicated diagnostic utilities from the disk manufacturers take the longest time to complete the checks, but provide the most accurate methods of checking whether the disk is good or needs replacement:

 - Western Digital drives: Data Lifeguard Diagnostic for Windows

 - Seagate disks: SeaTools for Windows

 - HGST disks: HGST Windows Drive Fitness Test (WinDFT)

 - Intel SSDs: Intel Solid State Drive Toolbox

 - Samsung drives: Samsung Magician

 - ADATA drives: ADATA SSD ToolBox

 - Kingston SSDs: Kingston SSD Toolbox, Kingston SSD Manager

 - Transcend SSDs: Transcend SSD Scope

 - Silicon Power disks: SP ToolBox

 - Toshiba disks: Toshiba PC Diagnostic Tool Utility

 - Crucial disks: Crucial Storage Executive

I did the backup via the bootable media, so I don't have the backup logs, only the restoration logs.

I did disk and memory tests on the machine in question and they are ok.

I use Acronis 2019 media boot before formatting a machine. I have always used it and it has always worked well for years. First time I have this kind of problem.

Thanks for the update.  Not sure what else to suggest unless this issue is recreatable (which I doubt that you would want!) and logs could be collected before exiting from the rescue media environment.