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And here we go again

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A couple of weeks ago I was prompted to install an update to TI 2017. I am now running with build 8041.

On opening TI 2017 I noticed that one of my three backup jobs was missing which required me to restore the missing XML file. Why would a product upgrade need to delete a backup XML file?

All four of my backup jobs continued to run fine until earlier today when an incremental backup task to my NAS failed with the "The specified file does not exist" error which I've suffered from on numerous earlier versions of TI.

On checking that the NAS was accessible and previous backup files present all looked fine so I decided to follow the steps on the Acronis help site as shown below:

If you have not deleted any backups manually:

  • Make sure the full backup and all incremental backups remained in the backup location. An archive without a full backup cannot be recovered and has to be recreated. All incremental backups depend on each other and the full backup, therefore deleting an incremental backup would make recovery impossible. We do not recommend deleting archives manually.
  • Re-add backup and reconfigure backup settings: 
    1. Delete the backup settings first: click the angle symbol near the backup you want to remove, and then click Delete.
    2. A question pops up asking you to either delete the backup entirely or to remove it. Click Remove. Do NOT click Delete entirely.
    3. Re-add the backup: click the angle symbol near the Add backup option, then click Add existing backup.
    4. Reconfigure backup settings: click Reconfigure

The whole process seemed rather bizarre in that it wasn't clear what I was actually trying to achieve - when choosing the 'Add existing backup' option what do I choose?. On reconfiguring the backup I ran and an incremental backup file appeared on my NAS - hooray!

I then decided to see if I could access my other backup files and this is where it all turns sour.

On choosing the Recovery option I chose one of the TiB files and was presented with a host of empty folders and a message asking me to locate the first file. No matter what TiB file I chose I could not get to a point where I could select files in folders to recover. Yet again a failure in TI had let me down.

I've decided to recreate the backup job from scratch and have deleted all of my TiB files on the NAS.

  • Is this latest "The specified file does not exist" error linked to the recent upgrade?
  • Why, when the XML file and all TiB files are in place and accessible does TI decide to throw up "The specified file does not exist" error?
  • Why did a single XML file disappear after the last upgrade?
  • A reliable backup process is a very important part of owning a computer so why is the online help so incredibly uninformative? Why did it recommend that I follow a process which provided no solution?

My patience with this product is wearing very thin (again) so I'd like a few answers to my queries.

Thanks,

Sean

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Hi Sean,

This might require getting techncial support involved directly so they can see the behavior and help troubleshoot, I'd recommend opending a support case with them.

As for user forum support, here's what I can offer...

1) Not sure if you upgraded Windows 10 to the Creators update or not - if you did, check to see if you have a new recovery partition at the end of your disk.  When Microsoft changes the parition scheme of a disk, that gives the hard drive a new UUID (disk signature) which is what Acronis uses to identify each disk for backups.  New UUID, means Acronis can't find the old one so you need to go back and re-pick the source and destination for each backup again.  I had to do this with Veeam, Macrium and AOMEI on my test system after the Creator update was applied.

2) Not sure about the XML being removed - never experienced that.  I'm still using 6116NG, but plan to upgdate later this week.  I wanted to keep things minimial for changes to see what other oddities the Win 10 creator update brought.  That said, in earlier versions, there was a bug where backups could write to a NAS, but recovery did fail.  That got updated with a new release. Hopefully that isn't the case with 8041, you're the first I've heard of with this issue so far.

Beyond that though, there is a long-standing issue from "upgraded" versions of Acronis that the can't locate version X.  The work-a-round, that may help here too, is posted over here:  https://forum.acronis.com/forum/117232#comment-359062.  I haven't had to use this since using the cleanup tool and starting fresh with 2017, but it helped when it occured after upgrading from 2016 to 2017.

3) After removing the cache files in #2, I'd reboot and try to validate the backup and see if that clears things up.

Hello Sean,

I have forwarded your feedback regarding the online help to the tech writers team.

Like Bobbo said, it would probably a good idea to open a support ticket for a more detailed issue investigation. Or, if you do not have time or willingness for that, you can at least use "send feedback" feature from Help tab to submit the system report directly to the development team. It would be more productive to focus on the error "The specified file does not exist" investigation rather than diving into XML and other internal program files investigation. Internal mechanics of the program, XML files handling included, can change partially or entirely.

I would recommend you running a test recovery of a small file in the bootable recovery environment. Create a rescue media, boot the computer from it, click Recover files and browse to the backup location on the NAS. Pick the latest backup version and try to restore some file. You can also right-click the latest backup version and select Validate. If recovery and validate succeed, then backups themselves are fine and the only issue is with the database and catalog of backups that are used by Windows version of the application. A "quick solution" would be to make a clean re-install using the CleanUp tool.

Regards,

Slava

Bobbo_3C0X1 wrote:

....

2) Not sure about the XML being removed - never experienced that. ....

I have lost all of the XML settings when a update of ATI went wrong. Definitely had it happen with ATI 2016, cannot remember if I have had it happen with ATI 2016. Major updates to Windows has a habit of making a mess of things. I have had shares between home group computers so badly trashed that I had to use Acronis to do a recovery. I always create a one off backup before doing a major Windows update.

Ian