All but most recent versions on cloud missing!
Hi all,
I have a support ticket raised so will let you know how this turns out, but I think my ATI has a bug that has deleted all but the most recent versions of my files.
I have been using ATI for years without issue. All versions of my files where accessible, no problems. Then yesterday I noticed that the drop down list in the software was displaying versions from mid 2018 (I was pretty sure I had selected versions older than 12 months to delete). So trying to limit my data usage I decided to investigate. However when selecting these old versions many of my files vanished. Basically after lots of digging with the software and web interface I found that only one version (most recent) was stored!
I went into the settings in the software and clicked the advanced tab to find to my horror that for some reason the cleanup settings were set to only store one version. I changed this to 20, and delete versions over 12 months old, hit ok, and backup. After the backup completed these settings had reverted back to only keep one version!
I also note that the cleanup process now takes around an hour, yet in the log it says that no space has actually been freed since September.
I am pretty sure there is something wrong with this software because firstly I would never select for the cloud to store only one version, and second, when I select any more than one version, it defaults back to one.
Hopefully ATI can restore my files. I think they are still there as there is so much space used on my account that doesn't match what I am actually backing up. Either way this is really quite worrying that I am unable to access these historic versions and the settings appear to have changed on their own accord.
Thanks Steve, what a mess.
Looks like the timing of this might coincide with my issue where the cleanup tool started reporting back no disk space freed. It appears whatever update happened it reverted the cloud settings to hold only the most recent version of my files. Even now when I try to change the cleanup settings it does not save. Still awaiting a response from Tech support.
The core issue with the Dashboard servers that caused the settings loss has been fixed on the servers, so there shouldn't be any issues with the cleanup settings not staying set.
It may be best to wait on the reply from tech support before making any real changes.
Some suggestions that are worth trying:
1. Do a full restart of your computer. Press & hold the Shift key while clicking on Shutdown, to avoid going in to a hybrid sleep state akin to hibernation, then restart again.
2. Check that the Acronis Managed Machine Mini service is running.
3. Sign out from your Acronis Account from the ATI GUI, then sign back in again.
Thanks Steve. I have tried all that you suggest but still no luck.
I am going round in circles with the Tech Support. They have asked for the same logs three times by three different people. They do not seem terribly excited about the matter and say with will get back to me in another 48 hrs, and that was days after the initial report.
Every time ATI runs on my system it is deleting the last version, there is no way for me to change this. It is so obvious to me that there is a bug in this software, the settings page is stuck on 'keep one version', but Tech Support are not providing guidance.
Part of me wants to uninstall the the program and start again to see if I can at least unlock this setting and restart the whole process. I just cant believe that I have probably lost over a year worth of file versions.
Try doing a repair install to start with as described in KB 60915: Acronis True Image: repairing program settings - you should use the latest build 22510 for ATI 2020 which can be downloaded from your Acronis Account.
Another option you can try is to delete the C:\ProgramData\Acronis\TrueImageHome\OnlineBackup folder contents so that these get recreated when you relaunch the main ATI GUI and run your backup task to the Cloud. You should turn off AAP before attempting this plus have the ATI GUI closed.
Attempted a repair but nothing changed. Next did a uninstall followed by fresh install, cloud settings now unlocked and holding values!
Currently attempting a backup, but it's stuck doing that 'cleanup' which will hang for an hr. Considering just wiping the lot and doing a completely fresh upload to hopefully cure these ridiculous wait time for cleanup. My backup is done in 4mins, cleanup takes an hour!
Considering I think all my previous versions are lost I might as well start 2020 fresh as I believe they updated some database which means older backups perform slower for cleanups?
Having a new backup task can be helpful and the Cloud cleanup options in ATI 2020 have been expanded to allow more versions to be kept for longer periods.
@Steve Smith
Same problem here with this annoying ATI2020 Version. All my Cloud Backups are "gone" and "having a new backup task" means backing up more then 700 GB of datas once more. And this means uploading for nearly a week. Very "professional" for a "backup-software" to "loose all backups", isn't it?
Have you opened a support case direct with Acronis to report this issue (as tintin has)? If not, then please do so! The more users who tell Acronis that there is a problem, the better they can investigate the cause and take actions to recover the 'lost' data!
@Steve Smith
Thank you. But i still opened a ticket more then 4 weeks ago. No reaction - except the standard-suggestions like "reinstall Acronis" and so after i sent all the logs / reports they wantet.
i'm very sorry that i extended my subscription for one year. i lost all my trust in acronis and i'm looking for a better backup-solution.
Steve Smith wrote:Having a new backup task can be helpful and the Cloud cleanup options in ATI 2020 have been expanded to allow more versions to be kept for longer periods.
Yes it was nice to see that the cloud settings have been expanded to allow more than 20 versions to be kept.
I believe that I read that new backups in the cloud are using a better database, do you know if this is the same with local backups, and if it would be worth starting a fresh local backup?
Thanks
letsdoit_80 wrote:@Steve Smith
Thank you. But i still opened a ticket more then 4 weeks ago. No reaction - except the standard-suggestions like "reinstall Acronis" and so after i sent all the logs / reports they wantet.
i'm very sorry that i extended my subscription for one year. i lost all my trust in acronis and i'm looking for a better backup-solution.
Yes it is certainly very frustrating. Such a shame as I really had zero issues with this product for years and really enjoyed its functionality. I can accept that software has bugs, but the response from Acronis has been quite underwhelming. They have not been in contact for days, and to be honest I do not expect a fix hence why I started a fresh backup rather than waste time and end up waiting for four weeks like yourself.
Update
I have now uploaded a fresh backup to the cloud (36hrs later) and all settings appears to be working as intended.
One big bonus is that this crazy long 'cleaning up...1 minute remaining' is no longer happening. It may reappear as the version chain grows, but for now I can backup very quickly.
Overall a pretty terrible experience. I have reported all finding to Acronis who can hopefully prevent something like this happening again.