Acronis Cloud is full - Selected data calculation incorrect
I got the notification to upgrade from ATI 2020 to 2021 last night, and the first cloud backup afterwards failed saying "Acronis Cloud is full."
I have a 2tb subscription, and both the program and the website say I have 630GB left.
The "Check for a solution" link obnoxiously just offers to increase the limit in exchange for cash, rather than help me figure out how to get what I already paid for.
The total amount of data on this PC is close to 2tb, but just over 800gb is in excluded folders (default exclusions, Steam data, onedrive etc) and should come to around 1tb selected (confirmed by the 'data to recover: 1tb from the last successful backup), but since the 'upgrade' to 2021 it now says 1.8tb of data selected.
I've tried clearing and recreating the exclusions but it still won't calculate correctly.
I've tried Restarting the PC
I've tried logging out of the account in the program, and back in again.
My local backup still excludes the correct folders.
Can anyone suggest a fix? If I reinstall the program will I be able to connect to the same backup file that's already in the cloud? Deleting and creating a new cloud backup is not an option, it would take almost 2 weeks of 24/7 operation to reupload all the data that's already on the cloud.
The source is "Entire PC", same as it always has been.
Ok, but have you checked what exactly is being included for your 'Entire PC' - this will include all installed disk drives, so has anything else changed besides upgrading from 2020 to 2021?
I have the same problem.
1TB sub, 230GB left. Backup is 500GB approx, delta is only a few MB. Nothing has changes in the source selection. I attempted to post about this yesterday but my post has not show up, not sure what i did wrong there but anyway.
I've noticed that the backup tab does not seem to be up to date with changes in the cloud. By this i mean i clear space from other backup jobs and the remaining size showing on this machine has not updated. I even deleted a different backup which has disappeared from my other machine's list of jobs but still shows on this PC. Yet if i create a new test Sync file it does.
Sorry this doesn't help you John, if I come across a solution i'll update.
No, nothing else has changed, only the version of ATI
I did try removing the external drive used for local backups (which only contains tib files) just in case that was somehow getting counted all of a sudden, but it doesn't change the 'total'.
Last successful backup with these settings was Monday. Sum total of local incremental backups since that date is 7gb
Apparently there is a oddity in the way storage is reported - as found out during beta testing. If you do a manual cleanup, the space is not reported as being available, but is supposedly able to be used. Cannot find the post where Ekaterina explained how it worked.
Update: The crash was caused by a naughty Windows Update. All is good now!
The problem I had during beta testing was "extreme" and the only way to get things working again was for more storage to be provided (temporarily).
Also there is an inconsistency between available storage reported on different devices on the account which has not been explained. Cannot investigate more as the Notebook that gave rise to the problem irretrievably crashed after attempting to install ATI 2021. Not sure that there is a necessary association.
Ian
Same here. I have one drive set for nightly incremental backups, and have it set to only keep 1 copy. App says I have 566.3 GB free, website says the same thing. I've double checked that nothing changed & it's still only set to backup the single drive.
But after "upgrading" to 2021, now my backups are failing, "Acronis Cloud is full."
My local drive is 1TB nominal, 930 total, but I still have 378GB free, so I'm not really close to my 1TB cloud limit.
Also I just noticed that the desktop app says my nightly backups were successful up until yesterday when this error started, butthe website says my last backup was 7/29, so now I'm concerned about my data.
I've just put in a support ticket, if they give me a workable solution I'll try to remember to post it here.
Thank you Acronis.
Running Acronis True Image 2021 since May, 2020.
v.30290 updated Saturday, August 22, 2020.
After updating two PC Desktops (WIN 10), now have Desktop message "Acronis Cloud is full."
I have 2TB Cloud account, and Desktop says “1.3TB of 2TB free.”
Dashboard cites “1TB left.”
Ran Repair from downloading 30290, and still no Cloud access (Desktop says it’s still full).
Cloud Dashboard account says "Backup Failed" and “The quota was exceeded.”
Dashboard cleanup - “Cleanup failed.”
Last cloud backups were early a.m. Sunday 08/22, prior to 30290 install.
Dashboard for Computer A cites 408GB file size.
Dashboard for Computer B cites 333GB file size.
Fortunately, have external HD's for Computer A and are still backing up.
Computer B can no longer back up to Cloud or the two external HD's.
Sent repair ticket for Comp A.
Steve, have you found any alternative to Acronis?
Acronis support reply: Upon your concern, we had reported the issue to the next level for further investigation, got an update that it is an known issue with the no ETA currently available. We also notified this to our Development team and they are working on a fix for the issue. Since we do not have a specific ETA about the release of a solution, I would suggest that we close this case for now. However, please be assured that we would not consider the issue as ‘Resolved’. Please make sure “Automatically check for updates at startup” option is selected under settings tab which notifies you when a new build is released. Please feel free to contact us should you need any further assistance. We will be glad to assist you. The case number for your future reference is 04572363.
Support got back to me ... they want to do a Remote Assistance session, which I'm frankly not comfortable with; it also doesn't seem necessary since others have the same issue, meaning it's not likely on my end.
At least they didn't just arbitrarily close my ticket like the above response.
In between, I also discovered that the updated protection features with 2021 made it the default antivirus on my PC & disabled Windows Defender.
This is not what I want from a backup program.
I'm looking at alternatives. Likely either iDrive or Backblaze.
Good luck to you all; I hope they resolve this soon.
This is a me too. My cloud backup is 247Gb I have 530GB spare and incremental is usually 2-3GB. It is nowhere near full. This issue started when I upgraded to 2021. It seems there are several people with exactly the same problem. There is no PC issue it is the upgrade. I have done a clean up and still the same issue.
There is definitely a problem; I had it with Beta 1 and it probably continued with Beta 2.
This is a serious issue that needs to be resolved.
Ian
Hello Everyone,
we've published an article with the information about this issue https://kb.acronis.com/node/65617
Thanks Ekaterina, the new build fixed the issue and the backup successfully completed.