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Backup Drive Not Recognized After VALIDATED Backup!

Thread needs solution

Sent: Sunday, August 30, 2020 10:09 AM
To: 'Acronis Customer Central' <support@acronis.com>
Subject: RE: [04584635] RE: [04576774] Missing Backup Data [ref:_00D30Zcb._5001T1PKHNd:ref]
Importance: High

Acronis,

The problem is simple:

1) I have two 1 TB Solid State drives in my Dell 7530 Computer:

          a) Drive C - has OS and all programs and no userfiles on it.

          b) Drive D - has all userfiles and no program files or OS on it.

2) I have a Seagate 5TB "Backup Plus" external USB drive I use for my Acronis backup images.  I crate a folder on the 5TB drive for each backup image:

3) Each time I backup, I create 3 images with Acronis True Image 2020:

          a) A full system image -“7530 Entire PC” (all drives, all files);

          b) A full image of Drive C - “7530 C Drive (OS)” – (the OS and all program files).

          c) A full image of Drive D - “7530 D Drive (Userfiles)” - (the userfiles created by me using various programs installed on Drive C).
 

4) I validate all backups after completing the imaging - all show as validated:

5) I navigate to the location of the 3 images (above) – on the 5 TB USB drive and confirm the images are there – including the problematic image of “Drive C (OS)” and can confirm the image was created (you can see from screen shot below, it’s there and has a size of 39,497,736 KB):

 

In Acronis True Image 2020, I attempt to restore the “C Drive (OS)” image, with the 5 TB drive plugged into the computer’s USB port (and recognized by the computer) but get a “No data to recover yet”  message!!:

 

6) FYI…. The D Drive Backup is found by TI  – as you can see below.

 

Tech support says the problem was “a corrupted ATI database and the database was reconstructed – apparently successfully as ATI 2020 then was able to find the backup.

I then validated the backup (successfully) and attempted to restore it to its original location (Drive C - “7530 C Drive (OS)” from my external Seagate 5TB USB drive, attached to my computer through a USB port.

The restore FAILED with the error message “The operation completed with errors”.  Here is a screen shot:

 

When I investigated further, I got the error message “Cable Not Connected". Here is a screen shot:

 

The cable to the Seagate USB drive IS CONNECTED and the drive is readable and writeable by every program EXCEPT ATI 2020!!

No change in hardware (or software) has been made since the image was created 1 month ago.

What is the problem?  I have used Acronis True Image since 2013, Why is Acronis 2020 so buggy????

What good is the product if a VALIDATED backup cannot be restored??

I NEED THIS IMAGE RESTORED!

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Dear Lee,

could you please attach the pictures via File upload option, looks like the original post lost the screenshots

Lee, if I am reading your initial post correctly, you are attempting to recover a backup of your C: OS drive from your external Seagate drive from the ATI 2020 GUI running within Windows and that this then requires a restart of Windows when the issues arise?

When you use this option, Acronis is restarting the computer into a temporary, small Linux kernel OS environment which often does not have support for some more recent types of drives and has no support if using RAID mode for any drives.

Acronis have been slowly moving away from using Linux based rescue media since ATI 2018 when they introduced the 'Simple' method for build rescue media which creates WinPE media using files taken from the Windows Recovery Environment.

For any OS recovery, it is strongly recommended to boot the computer from the rescue media, especially when device support is needed for such as NVMe or RAID.

In addition, it is key that the same BIOS mode is used by the rescue media as for the OS, so if the OS boots using UEFI, the rescue media is used in the same mode!

The 'No data to recover' issue is only given by the Windows ATI GUI panel and does not happen with the rescue media application.  This can be resolved easily by using the 'Add existing backup' option in the GUI and selecting the most recent backup .tibx file for the task showing the issue.

The reason why your external 5TB drive wasn't shown / found is most likely because of using the Linux environment because of restarting from the Windows ATI GUI.

See KB 63226: Acronis True Image 2020: how to create bootable media and KB 59877: Acronis True Image: how to distinguish between UEFI and Legacy BIOS boot modes of Acronis Bootable Media

KB 63295: Acronis True Image 2020: How to restore your computer with WinPE-based or WinRE-based media

Ekaterina, thanks for making it possible to reply to this thread. I see (given time zone difference Steve has got in first.

Ian