files and folders not displayed

Rick, welcome to these user forums.

Please can you confirm what version / build of Acronis True Image you are using here?  For this forum, I would hope that you have either ATIH 2017 build 5554 (for the standard version) or build 6116 (for the premium New Generation subscription version).

Next, did you upgrade to ATIH 2017 from an earlier version of the product (or from more than one earlier version)?

There is a patch 5555 available that deals with an issue where your selected files & folders are not shown when you go back in to look at your backup task configuration, but this doesn't seem like the issue you are seeing here. See post: 126983: Acronis True Image 2017 Patch 5555 is available!

Another known issue with looking at backup files in Windows Explorer can be resolved by following the advice in post: https://forum.acronis.com/forum/117232#comment-359062 to clear cache files.

Other than the above, then doing a clean install of the ATIH 2017 application may be needed to resolve this issue but would prefer to know more information before advising that you do this.

Steve:

I am indeed using ATIH 2017 build 5554 (one of two purchased and installed yesterday). It's on a Dell Inc. Inspiron 560 00, Windows 10 (x64) (build 14393), 4.4 Gb free drive space, 4 Gb memory.

I removed the files as advised in 117232 but now when opening Restore I get the same display but also a request to verify the path which subsequently fails.

Is it time to pull the plug?

The other installation is working just fine under similar circumstances.

Rick, if this was only installed yesterday and is working on your other system, then perhaps making a clean start is the best way forward here.

To do this, first uninstall the Acronis software normally using the Control Panel.

Next, download the Acronis Cleanup Tool (link below in my signature) and run this as Administrator.

Restart to complete the cleanup then install ATIH 2017 again.

The cleanup tool will remove all traces of Acronis applications, data, settings etc, so you will need to recreate your backup tasks.  If you have already created a backup, then you can use the option at the bottom of the main GUI to Add existing backup (found to the right of Add new backup) and select your existing file, but you will still need to reconfigure the settings for this backup.

Steve:

Thank you. I will try that later today. Will the licence be affected by this process?

Rick, your license is based on the hardware signature of the system where it is activated, so reinstalling on the same system should not be a problem.

Well I uninstalled TI, ran the cleanup, checked the registry keys, ran CCleaner to clean the registry and rebooted.

Now TI has been re-installed and it's gone from bad to worse. When trying to select files to backup the directory list keeps popping back to the highlighted entry. Many bad words have been said but this is really just a major PITA.

The critical problem now is that it refuses to connect to any mapped drives or some networked computers (the ones I need to connect to of course). To add to the problen I only get one crack at any connection then it just ignores further attempts to link.

Help!

Rick, sorry to hear of the further problems.

When you reinstalled ATIH 2017, did you run the installer as Administrator and were you running the full installer for the latest build 5554 version?

For the mapped drives / network computers connection, see post: 126983: Acronis True Image 2017 Patch 5555 is available! and try applying the patch given here.

Steve:

Yes to both administrator account and full installer.

The good news is that the selection interface is now working as expected. The bad news is that half of the network is still inaccessible.

Rick, please see KB 58000: Acronis True Image 2016: Troubleshooting Issues with NAS Devices and KB 58004: Acronis True Image 2016: Troubleshooting Issues Related to NAS Credentials which may offer some suggestions around the network issue.

Steve:

Thank you!

That seems to have done the trick. When I used a fully qualified path instead of the assigned letter the NAS credentials were accepted and it's now backing up. Now if I can see the backed up files I'll be off to the races!

Rick, glad to see the positive update, hope all continues well for you.

http://fjbradley.com/private/nonames.jpg

Well here we are back at square one. Since I was stuck here anyway I poked around a bit and found that I can work around this by searching for '*' then sorting by path.

Functional, yes. Elegant, not so much.

Rick, hopefully some of these network issues will be resolved when Acronis release the new build for Standard version users in the next few weeks.

Steve:

Thanks for your help. 

I don't mind using a qualified path if that's all it takes. I really would like to have that recover display working properly so that it's easier to check that everything necessary is really being backed up.

Hello Rick,

There was an update for Acronis True Image 2017, released on Tuesday, with a number of fixes for NAS-related issues.

If you have installed the updated, I wonder if the recover dialog now works properly for you?

Regards,

Slava

I have installed the update but the results are mixed. I have files backed up from three sources. The restore screen now shows me the files backed up from my local drive and those from the network drive \\192.168.0.104\E. However when I try to access \\192.168.0.104\D the connection fails. 

The backup source screen is really confusing now as it shows the mapped drives under 'this computer' and both the named computers and the IP path under network. The connection works to\\192.168.0.104\D and the mapped drive but fails to \\newserver\d (all the same drive).

It's very difficult to have any confidence in this program.

The problem with the source screen refreshing and flying back to the highlighted directory is back again and just as annoying as ever.

Is it the same account/credentials for all shares, or are you trying to use different accounts or passwords to connect at the same time.  Just be be sure... Windows has a limitation that only one Windows logon session can connect to the remote share with one remote logon session to the same device, regardless if it's IP or DNS hostname.  If you've connected to E and then try D using different credentials, that would be 2 connections with different credentials and would e fail.  You'd have to close Acronis after connecting to E and then go back in and connect to D... but you'd still have trouble if one of then drives was mapped iwth different credentials.

Confusing - clear as mud?  Basically, if all shares and credentials are the same, you shouldn't have issues, but if any of those shares are using different credentials and trying to be accessed simultaneously from the same computer, it won't work because Windows won't allow it.

It was the same account and credentials but somewhere along the way I'd assigned two shares to the same drive. Cleaned that up and the access problems have gone away.

The recover display issue has also been resolved so my confidence has been restored.

Thanks to all for the help.

Glad to hear it and you're welcome.

I've stopped mapping drives with letters in my own setup to keep things simple.  I do "store credentials" when asked after connecting to My NAS from the Windows network area of Explorer for the backup shares - essentially, this gives me the same connectivity to the NAS, but without the mapped drive.  

Perhaps not ideal for protecting backups from ransomewae/malware, but I have other offline backups and cloud backups and a few other safety nets in place for that situation - if it ever happens.  It's also no less safe than mapping a newtork drive with a letter.  

However, instead of trying to do both, it limits the number of stored credentials for a single device, that might conflict if one is changed (mapped drive) and not the other (network share).