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True Image 2020 -Backup option settings loss

Thread needs solution
Beginner
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Comments: 15

Well, well, well. It just happened yet again. Of the 16 PCs, from many of my clients, that I monitor for Acronis backups, I did not get an email for 10 of them this morning. One of my clients even called me about it (she normally gets copied on the email). I thought it was an Optimum (ISP) issue (big storm overnight) as Optimum is notoriously unreliable around here in the NY metro area of the US.

Not the ISP this time around. Checked 6 PCs so far and they have lost their email notification settings. Of the 16 PCs I mentioned, they are using different versions, 2018, 2019, and 2020. So far the ones I have looked at are using ATI 2020.

It is VERY disturbing that Acronis has not figured out this problem yet, after so many years (almost 3 years if I am not mistaken), in spite of it being reported to them.

I stopped recommending Acronis to new clients when Acronis 2020 came out and I let Acronis know at the time, in no uncertain terms, of my outrage about their misguided approach with 2020. It was about the then-new tibx format, and the associated disappearance of the ability to limit backups by size. They acknowledged on their website that the feature was gone, but that was not an excuse.

Pierre

Legend
Posts: 110
Comments: 28595

Pierre, are you using Gmail for your email notifications here?  I have not seen anyone else reporting the old issue with Acronis resetting settings and haven't had any issues with my own systems.

Forum Member
Posts: 1
Comments: 26

I posted this yesterday, both as a standalone thread and as a comment to this thread, but apparently whoever moderates the forum chose not to share the information.  I also opened a ticket with Acronis; what a joke.

************

Backup failed last night due to lack of storage space.  Looking at my NAS, there appeared to be sufficient space but there was an unusually large backup for one week in May.  I deleted the May backups, keeping the June backups.  

I manually retried the backup, but it failed again due to lack of space.

I then discovered that my C: drive was full because the Acronis backup had been routed to the C: drive (root) and not the NAS.  As noted, this same thing happened a year or two ago when Acronis released a buggy version.

Acronis still shows the NAS as the target, but with a broken connection.  When I try to re-link to the NAS, Acronis says that the existing backups on the NAS won't be shown unless I add them.  [Previously created backup versions will not be shown in the Recovery tab of this backup. To recover them, first add them as an existing backup.]

I created a new backup going to the NAS, added the existing/surviving backups and ran the backup.  The backup still went to the C: drive.

***********

After doing some mental and forum archeology, I realized that these are the same symptoms as in 2019.........and 2021.  The workaround is the same:  Stop the MMS process and rebuild the backup from scratch.  The backup succeeded last night..........but no e-mail notification.

Legend
Posts: 110
Comments: 28595

Pierre, since my last response on this thread I have received a Private Message from another user Chuck reporting the same task configuration settings loss as per this topic!

I posted about the loss of my backup config, and the routing of my backup to the C: drive (filling it up) yesterday and again today but nothing has been allowed through moderation.  The workaround is the same as in 2019 and 2021:  Stop the MMS process and rebuild the backup.

I can only recommend that you and any other affected users contact Arpita Ghosh who is the new Acronis Product Manager for these home products! 

Beginner
Posts: 0
Comments: 3

Email sent!

Beginner
Posts: 1
Comments: 7

I can confirm it's just happened to me again as well!.

My desktop PC is set to backup on a Firday night and shut down, but when I got up this morning I noticed it was still on. The backup hadn't run at all and on checking the settings I found it had even deleted the backup schedule as well as the settings. I suppose in that way at least it didn't just run the backup with the wrong settings as it had the previous times this happened. I checked the services and the AMMS service has indeed set itself back to Automatic.

Oddly, nothing has changed on my other PC with Acronis that backups up every night. On that one, the AMMS service is set to Manual.

I suppose I should have suspected something was going to happen as a couple of weeks ago I started receiving random web based backup notifications for backups that had completed several months earlier. It happened for a few days then stopped again.

Beginner
Posts: 0
Comments: 8

I am having the same problem. All my backup settings have been lost over the last few days on five different computers, various versions of Acronis from 2019 onward.

How can this happen???

What is the solution?

Beginner
Posts: 0
Comments: 8

I can confirm that the problem has returned

My backup settings have been lost on 5 computers running various versions of Acronis from 2019 onwards.

How can this happen?

What is the solution?

Beginner
Posts: 0
Comments: 2

I am having the same problem. Backup settings were lost and incremental backups are filling the C: Drive instead of going to the NAS. I deleted the backup config and set it up again. The initial backup went to the NAS, but after I closed Home Office the scheduled backups all went to the C: Drive.

Legend
Posts: 110
Comments: 28595

I can only recommend that you and any other affected users contact Arpita Ghosh who is the new Acronis Product Manager for these home products! 

Forum Member
Posts: 1
Comments: 26

Response from Arpita Ghosh:

Thank you for reaching out. We have an issue registered for this error and the team is currently working to resolve it.

Ed
Forum Member
Posts: 3
Comments: 35

This problem for me began coincident with the appearance of three Windows 10 updates:

  • KB5014699: 2022-06 Cumulative Update for Windows 10 Version 21H2 for x64-based Systems (6/15/2022)
  • KB5013887: 2022-06 Cumulative Update for .NET Framework 3.5 and 4.8 for Windows 10 Version 21H2 for x64 (6/15/2022)
  • KB890830: Windows Malicious Software Removal Tool x64 (6/15/2022)

I reported this in the ATI 2017 Forum. I am wondering if anyone is having this problem in the absence of these updates?

Beginner
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Comments: 3

Ed wrote:

This problem for me began coincident with the appearance of three Windows 10 updates:

  • KB5014699: 2022-06 Cumulative Update for Windows 10 Version 21H2 for x64-based Systems (6/15/2022)
  • KB5013887: 2022-06 Cumulative Update for .NET Framework 3.5 and 4.8 for Windows 10 Version 21H2 for x64 (6/15/2022)
  • KB890830: Windows Malicious Software Removal Tool x64 (6/15/2022)

I reported this in the ATI 2017 Forum. I am wondering if anyone is having this problem in the absence of these updates?

 

I am on Win11 and experiencing the same issues. I am convinced these are cloud/server side issues and not client side. As on previous occasions the issues showed up right after notification email issues (Also not client side).

Beginner
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Comments: 3

I can confirm the same backup options loss as the previous incidents here (ATI 2020 Build 38600 on Win 11 and Win 10). In my case, the primary cause of impact is the loss of the "automatic cleanup" config causing backup storage to grow beyond bounds. I suspect the same Acronis server/cloud side issues are at the root of this.  Settings manually re-applied - I hope they stick!

So disappointed that Acronis do not appear to have learnt from the previous incidents to prevent reoccurrence.

 

Ed
Forum Member
Posts: 3
Comments: 35

Steve Smith wrote:

Pierre, since my last response on this thread I have received a Private Message from another user Chuck reporting the same task configuration settings loss as per this topic!

I posted about the loss of my backup config, and the routing of my backup to the C: drive (filling it up) yesterday and again today but nothing has been allowed through moderation.  The workaround is the same as in 2019 and 2021:  Stop the MMS process and rebuild the backup.

I can only recommend that you and any other affected users contact Arpita Ghosh who is the new Acronis Product Manager for these home products! (Arpita.Ghosh@acronis.com).

ATIH 2017 retained its backup settings after I stopped the Managed Machine Service, set its Startup type to "Manual" and rebuilt my backups. Backups apparently ran successfully overnight. I am concerned about what not running this service means for the integrity of my backups.

Beginner
Posts: 3
Comments: 21

Ed wrote:

ATIH 2017 retained its backup settings after I stopped the Managed Machine Service, set its Startup type to "Manual" and rebuilt my backups. Backups apparently ran successfully overnight. I am concerned about what not running this service means for the integrity of my backups.

If you look way back in this thread apparently the Managed Machine Service is only used for running and updating the online dashboard.  This is something that I never use anyway, so disabling it has no effect on the integrity of the backups themselves.

This is the 3rd or 4th time that this bug has cropped up at random intervals and seems linked to something done server-side.  It is about time Acronis found what is causing this and put some effective regression testing in place to prevent it happening again. 

 

Legend
Posts: 110
Comments: 28595

I can confirm that stopping / disabling / setting to Manual the AMMSM service has no negative effects provided you are not using the Acronis online dashboard.

I had just one PC with the AMMSM service active and signed in to my Acronis account, the combination of which appears to have caused my settings to be defaulted.  Other PC's also had AMMSM service running but not signed in to my Acronis account and settings were fine.  They all now have AMMSM set to Manual and not signed in - the only exception being a VM used for testing ACPHO via an MVP subscription but which has no scheduled tasks!

Forum Member
Posts: 1
Comments: 26

..........This is the 3rd or 4th time that this bug has cropped up at random intervals and seems linked to something done server-side.  It is about time Acronis found what is causing this and put some effective regression testing in place to prevent it happening again. 

Is anybody in this thread using both Acronis Cyber Protect and Macrium?  If so, what has been your comparative experience?  My patience with Acronis is wearing thin.

Legend
Posts: 110
Comments: 28595

Chuck Davis wrote:

..........This is the 3rd or 4th time that this bug has cropped up at random intervals and seems linked to something done server-side.  It is about time Acronis found what is causing this and put some effective regression testing in place to prevent it happening again. 

Is anybody in this thread using both Acronis Cyber Protect and Macrium?  If so, what has been your comparative experience?  My patience with Acronis is wearing thin.

Chuck, I have been running both Acronis and Macrium for the past year (since the demise of Acronis perpetual licenses) and my own personal experience with MR8 is that it simply runs in the background without any fuss!  I haven't needed to do any recovery with MR so far, so it isn't a comprehensive test, though I have used MR for a fairly long time using their free version on other PC's, especially those of friends & family that get brought to me for repair etc.

I have a MVP subscription for ACPHO and all works fine as with ATI 2021 but like others, I don't need the extra Cyber Protect features and am not a fan of subscription products either!  I haven't seen this issue with ACPHO but don't expect to do so as am only running it on my Hyper-V VM's with no scheduled tasks, so much less chance of Acronis sending out something from their servers to reset configuration!

Beginner
Posts: 6
Comments: 15

Steve, yes I am using Gmail for the recipient (me) of the notifications. The sender (my clients), however, is a mix of various email providers, Yahoo, Optimum, Gmail, ... I have not noticed a pattern as to whether one causes a problem more than others.

However, thanks for pointing out that it's the "signed in" status that seems to cause this problem of the retention and notification settings being reset to default or wiped out.

I just found two PCs with their settings wiped out yet again, after putting the settings back in 3 times already in the past week, and the 3rd time was only 4-5 hours ago. This is infuriating.

I am going to sign out of the Acronis account for every PC from now on. I was wondering if it was the recent Windows Updates around June 16-17. But you just proved that it was being "signed in" that causes the problem. So I will leave the AMMSM service alone.

That also proves that it is something changed on the Acronis servers that causes the problem. What's peculiar is that I think only ATIH 2020 is affected (from my experience).

I had stopped recommending Acronis for any new clients of mine 3 years ago, but left the then-current Acronis clients continue to use it. That was because of their incredibly misguided design decision. Now I will migrate my remaining clients to Macrium.

First it was their software designers, now it's their software developers. Acronis apparently does not hire the brightest. This repeated incident is the straw that broke the camel's back. Goodbye Acronis.

Pierre

Beginner
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Comments: 1

I've had the same issues, saved options getting reset to the defaults. First noticed this today when I didn't get my regular email about the backups. So after four attempts at getting them saved, or not, brought me here. I also have ATI 2020, which been working fine for many months.

As mentioned the solution seems to be to sign out of your account on the PC and then everything saves fine. So it does seem to be a "cloud" issue at Acronis' end as the local settings are saved and restored fine.

Beginner
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Comments: 2

Pierre said: "What's peculiar is that I think only ATIH 2020 is affected (from my experience)."

I'm having the same issue (sort of) with ATI 2019.

I have no notifications set up, but I'm losing my settings, specifically, my full backups, with 5 day deletion are being reset to Incremental with no deletion time. It's also losing my custom pre/post commands which means I'm not getting my second job run, as it's called by a batch file.

I can reset "my" settings, but they revert to default almost immediately - before I can hit the OK button as far as I can tell. I'm currently running my first backup with the AMMSM disabled. So far it's doing the first job, a full backup - it would have finished by now if it had reset to incremental.

Beginner
Posts: 9
Comments: 13

Same issue. That annoying thing is back and kicking. Backup jobs schedule settings are lost, can't modify them (it just doesn't register) while other backup  are performed on local SSD rather than NAS. Ugly.

Forum Member
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Comments: 26

I'm outta here.  Ran the first Macrium backup last night.  (PC image => NAS with Macrium, NAS => Backblaze cloud with QNAP app)

GJW
Beginner
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Comments: 6

I've had several issues since the upgrade of Acronis, I just didn't put two and two together. 

1. Downloads on my pc were really flakey. If I tried to download multiple files, I would get all kinds of strange errors that I thought were windows update or browser related. I figured another windows update would fix it.

2. Very slow transfer of pictures/files from icloud to another Windows PC. I thought this was related to something with icloud so I managed to just push through it, but it took WAY longer than it should have ever taken.

3. The same PC as issue with #1 became unusable. This is a 16 core, 64GB Xeon workstation. It was non-responsive and would only finally respond every few mins and then become non-responsive again... I thought there were some hardware or GPU issues going on.

4. The backups were now going to the C:\ drive instead of the NAS drive on 2 other PC's.

Friday evening I finally thought, I wonder if this is Acronis since I just updated the clients on all of the pc's and workstations. The only one that was not having issues was the one I had not updated yet. 

It took me almost 1 hour to get the workstation to finally uninstall the software.

I uninstalled the Acronis software, and once that happened, #1 and #3 cleared up on the xeon workstation, and #2 cleared up on the 2nd pc, and #4 cleared up on the other PC's (I went back to perpetual client on all the workstations and pc's)

I'm currently trying out different backup software vendors.  I'll review Macrium. I tried NovaStor that is a total no-go. I looked at NTI but that seems like a no-go, but I am currently evaluating paragon which seems pretty solid. 

I need my backup software to be backup software. I don't want it to be or even need it to do anything else other than rock solid backups and recovery. 

 

My suggestion to Acronis -- stop blending software to try to be everything to everyone.

 

Beginner
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Comments: 3

I backup computers for family and friends. I own 5 licenses.

I am getting tired of Acronis 2020 loosing my settings. I have them set up to notify me upon completion and when I don't get notifications I know something is up. I ALWAYS want single version and when it screws up, I get incremental backups, it loses the notification information, when to run and all advanced settings.

When this happens I have to reset all settings and put them back the way I want them and run another backup. This is happening with greater frequency and I am tired of it. This problem has been around for at least the last 3 versions. None of the knowledge base suggestions I have tried have worked and I am ready to use another backup system.

Are there any suggestions as to what other backup program I might try?? I can tell from looking around that I am not the only one experiencing this problem. I have had this problem for a long time now and it appears that Acronis is not interested in fixing it. I have used Acronis since 2009. The older versions worked much better than the newer ones do. They keep trying to get me to upgrade to the new version and they don't or can't fix the old versions. The new versions are more complex than the older versions so, to my way of thinking, there are more opportunities for other things to go wrong too. The newer they get the more problems they seem to have that don't get fixed.

 

Again, I am looking for a better alternative. Does anyone have any suggestions ??

 

Ed
Forum Member
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Comments: 35

Pierre wrote:

... What's peculiar is that I think only ATIH 2020 is affected (from my experience) ...

 I see the same problem with ATIH 2017.

Beginner
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Comments: 8

how do we delete the files from c: drive?

when i try to delete the backup files tibx files, the error says that

"You require permission from SYSTEM to make changes to this folder"

Beginner
Posts: 0
Comments: 8

I see the same problem with ATHI 2019.

Beginner
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Comments: 6

Same issue here. Getting no response from support. Now that Acronis apparently gave up on small users who are only interested in a solid local backup solution, what alternative backup solutions would you recommend?

Beginner
Posts: 0
Comments: 3

Same issue with ATI 2019 since 17.06.2022. ATI was reset to incremental backup instead of my configured full backup. The notification tab was completely empty and the validation of the backup was disabled.

This was the last time I reconfigured it. I'm looking for alternative, more reliable backup solution without all the fancy cloud bulls..t and without subscription compulsion.

If I didn't know any better, I would assume that this is done on purpose to push us customers to the new subscription model. 

Legend
Posts: 110
Comments: 28595

KB 61844: Acronis True Image 2019, 2020 and 2021: How to delete old backups

For earlier versions, you should be able to delete unwanted .tib files using Explorer but for ATI 2018 you will need to turn off Acronis Active Protection to do so.

Note: if deleting any .tib / .tibx files manually, then please perform a Validation for the backup task(s) to resolve the issues that can be caused by doing this, i.e. missing versions etc.

If I didn't know any better, I would assume that this is done on purpose to push us customers to the new subscription model. 

My understanding is that this issue has also hit subscription users with ACPHO too!

I recommend that you and any other affected users contact Arpita Ghosh who is the new Acronis Product Manager for these home products! (Arpita.Ghosh@acronis.com).

GJW
Beginner
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Comments: 6

Adrian M wrote:

how do we delete the files from c: drive?

when i try to delete the backup files tibx files, the error says that

"You require permission from SYSTEM to make changes to this folder"

 

Disable protection and should be able to delete these, otherwise there should be a popup box at the bottom that allows you to give permission to 2 files that will delete your .tibx files.

GJW
Beginner
Posts: 1
Comments: 6

Peter Codar wrote:

Same issue with ATI 2019 since 17.06.2022. ATI was reset to incremental backup instead of my configured full backup. The notification tab was completely empty and the validation of the backup was disabled.

This was the last time I reconfigured it. I'm looking for alternative, more reliable backup solution without all the fancy cloud bulls..t and without subscription compulsion.

If I didn't know any better, I would assume that this is done on purpose to push us customers to the new subscription model. 

 

This is happening on the subscription-based software. I know this because all 4 out of 5 of my pc's/workstations are using the 2021 cloud version that was recently upgraded. It was not until I actually upgraded that this started but that might have been a coincidence 

GJW
Beginner
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Comments: 6

CupOfCoffee wrote:

Same issue here. Getting no response from support. Now that Acronis apparently gave up on small users who are only interested in a solid local backup solution, what alternative backup solutions would you recommend?

I am currently researching backup solutions.

I can tell you that from my experience NovaStor was not a good or compatible fit for me.

I can also tell you that from my experience, Ubackup was 100% a no go. I was unable to do a proper restore from BMB.

I'm currently reviewing Paragon - Pretty solid so far but I'll need to do more testing. 

NTI didn't seem like a fit but I am going to still evaluate it.

I've also ordered an additional QNAP NAS which has multiple free backup clients and I'll be evaluating that. I'd love for this solution to be the one as then I have one throat to choke when there are problems.

Beginner
Posts: 0
Comments: 2

GJW wrote:
Adrian M wrote:

how do we delete the files from c: drive?

when i try to delete the backup files tibx files, the error says that

"You require permission from SYSTEM to make changes to this folder"

 

Disable protection and should be able to delete these, otherwise there should be a popup box at the bottom that allows you to give permission to 2 files that will delete your .tibx files.

 

If you stop the AMM service, which removes the protection, you should be able to delete them

Beginner
Posts: 3
Comments: 8

 

GJW wrote:
Adrian M wrote:

how do we delete the files from c: drive?

when i try to delete the backup files tibx files, the error says that

"You require permission from SYSTEM to make changes to this folder"

 

Disable protection and should be able to delete these, otherwise there should be a popup box at the bottom that allows you to give permission to 2 files that will delete your .tibx files.

 

thanks for the reply.

Protection was off. i could not see the files in Acronis, either.

I went into Safe mode and deleted them.

 

thanks. 

Beginner
Posts: 3
Comments: 8

David Jackson wrote:
GJW wrote:
Adrian M wrote:

how do we delete the files from c: drive?

when i try to delete the backup files tibx files, the error says that

"You require permission from SYSTEM to make changes to this folder"

 

Disable protection and should be able to delete these, otherwise there should be a popup box at the bottom that allows you to give permission to 2 files that will delete your .tibx files.

 

If you stop the AMM service, which removes the protection, you should be able to delete them

thanks. did not think of trying after disabling AMM 

 

i could not see the files in Acronis, either.

I went into Safe mode and deleted them.

 

thanks. 

Beginner
Posts: 2
Comments: 17

DL Coop wrote:

I backup computers for family and friends. I own 5 licenses.

I am getting tired of Acronis 2020 loosing my settings. I have them set up to notify me upon completion and when I don't get notifications I know something is up. I ALWAYS want single version and when it screws up, I get incremental backups, it loses the notification information, when to run and all advanced settings.

When this happens I have to reset all settings and put them back the way I want them and run another backup. This is happening with greater frequency and I am tired of it. This problem has been around for at least the last 3 versions. None of the knowledge base suggestions I have tried have worked and I am ready to use another backup system.

Are there any suggestions as to what other backup program I might try?? I can tell from looking around that I am not the only one experiencing this problem. I have had this problem for a long time now and it appears that Acronis is not interested in fixing it. I have used Acronis since 2009. The older versions worked much better than the newer ones do. They keep trying to get me to upgrade to the new version and they don't or can't fix the old versions. The new versions are more complex than the older versions so, to my way of thinking, there are more opportunities for other things to go wrong too. The newer they get the more problems they seem to have that don't get fixed.

 

Again, I am looking for a better alternative. Does anyone have any suggestions ??

I am not sure about better. All seem to have some issues or limitations, and what works for some, may not work so well for others. For me I tried MSP365 after Acronis, and they did a somewhat similar thing to when Acronis introduced the tibx format.

As I had Synology NAS's I moved to their Active Backup for Business, which has largely worked really well. And most importantly I am in control of everything. No cloud based changes to mess with things. :-)

Jon

Beginner
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Comments: 6

Got Feedback from Support. Their (only) proposed solution is to purchase the 50EUR+ annual subscription. I find this a harsh proposal. After all, I already purchased TI2020, which I expect to work as advertised. - Like most other private users, I am not interested in Cyber-Cloud-SnakeOil-AI-Whatever, just want to do backups to an external drive. - Evaluating alternatives now.

Beginner
Posts: 0
Comments: 2

CupOfCoffee wrote:

Got Feedback from Support. Their (only) proposed solution is to purchase the 50EUR+ annual subscription. I find this a harsh proposal. After all, I already purchased TI2020, which I expect to work as advertised. - Like most other private users, I am not interested in Cyber-Cloud-SnakeOil-AI-Whatever, just want to do backups to an external drive. - Evaluating alternatives now.

This is not a solution. I use the subscription product Cyber Protect Home Office and have the same issues.

Beginner
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Comments: 13

Guys the annual subscription to Cyber BS is not a solution : this is the plan I have with the sames issues you have on TI 2020. Someone at Acronis is mocking us. Everything was working fine up until two weeks ago roughly where some backups would populate C drive while other wouldn't run even when changing settings. Don't they have a fix for that ? 

Legend
Posts: 110
Comments: 28595

linxeye wrote:

Guys the annual subscription to Cyber BS is not a solution : this is the plan I have with the sames issues you have on TI 2020. Someone at Acronis is mocking us. Everything was working fine up until two weeks ago roughly where some backups would populate C drive while other wouldn't run even when changing settings. Don't they have a fix for that ? 

Have you tried stopping the Acronis Managed Machine Service Mini background service and setting this to Manual start in the service properties?  This should work for ACPHO where you don't have the option of signing out of your Acronis Account due to the subscription rules.

Forum Hero
Posts: 207
Comments: 5031

I suspect risk that that this (very serious) problem may happen depends on the location where you account data is stored; I have not had this issue with any of my devices spread over 3 accounts; my account is "tied" to the au1 server. 

Ian

GJW
Beginner
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Comments: 6

I'd throw it back on them and ask them how is that a solution?

How is that subscription different?

Seems like a total money grab to me. 

I'm about fed up with these companies who take your money, promise to deliver and deliver nothing but hot air.

Forum Member
Posts: 3
Comments: 33

I have 4 PC's doing both Cloud and local NAS backups every night. The two that I allowed to upgrade to the latest Acronis Cyber Protect Home Office version (39900) both started writing their NAS backups to the root of C:/ (ends up failing because C: runs out of disk space. I "reselected" the NAS folder where the backups are supposed to go and the issue happens again. I completely deleted the NAS backup routine (as well as the tbix files) on one machine and re-created it. It now appears to be working correctly. I'm testing the second machine now.

But I mean come on! This reminds me of the MMS Mini issue from a couple of years ago that was allowing the Acronis Cloud Service to overwrite settings on the local machine, including taking the settings from Machine A and overwriting those settings on Machine B.

Can we get a little quality control on these releases and even better, some communication to all subscribers reporting these issues when it becomes apparent that multitudes of users are experiencing them? I recommended this back on the MMS Mini issue. It's better to "out" your known quality issues to your users so they can be on the lookout. Hiding them from customers is the opposite of high-quality Customer Support.

Beginner
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Comments: 13

Can someone explain me why my local backup depends on a remote server that apparently fails to synchronize settings for a few weeks now ? Is that even GDPR compliant ? What data are collected in this process ? And how comes the Acronis team hasn't solved anything in more than two weeks ?

Legend
Posts: 110
Comments: 28595

linxeye wrote:

Can someone explain me why my local backup depends on a remote server that apparently fails to synchronize settings for a few weeks now ? Is that even GDPR compliant ? What data are collected in this process ? And how comes the Acronis team hasn't solved anything in more than two weeks ?

Put simply, your local backup should NOT depend on any remote server, especially where the configuration settings for that backup task are concerned.  Those settings are not available in the online Acronis Dashboard to change so they should never be being changed from that remote server at all!

I don't think that GDPR is involved here as the server is somehow sending out a 'reset to defaults' type command which is causing the backup task to default to Incremental, no automatic cleanup, no Notification and changing the Destination to the local system drive!  All those settings should be locked to the local system and user protected from any unwanted change!

As to what Acronis is doing... all impacted users need to be raising urgent support cases with Acronis and sending in emails to the Acronis Product Manager Arpita Ghosh  (Arpita.Ghosh@acronis.com) to get this issue escalated to top management at Acronis until such time as they fix this once and for all time!

Forum Moderator
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Comments: 6973

Dear Acronis Community!

We are writing to report an incident that happened as a result of a recent Acronis data center update. On 10 June 2022, a software update was initiated at a data center containing some of Acronis cloud components, which led to the reindexing of service data. 

While this incident only affected internal Acronis Cyber Protect Home Office and Acronis True Image files, it may have led to the following issues:

  • The backup destination of backup to a NAS was changed to C:\
  • The backup destination of backup to Acronis Secure Zone was reset
  • Customized backups scheduler settings were returned to program default values

We have taken measures to stop the issue from spreading, but we recommend you check your backup settings in order to re-select previous values of backup destination or backup scheduler.  The detailed instruction can be found in this KB article

We apologize for any inconvenience caused by this issue. A separate communication will be sent via email to all affected users.  

Legend
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Comments: 28595

Ekaterina wrote:

We have taken measures to stop the issue from spreading, but we recommend you check your backup settings in order to re-select previous values of backup destination or backup scheduler.  The detailed instruction can be found in this KB article.

Ekaterina, while we all appreciate the acknowledgement and apology for this issue, the reality is that it should never have been possible for it to happen in the first place!  The referenced KB document suggests that this issue only impacted on users with ACPHO and ATI 2021 which again is misleading as there were reports of the issue across more versions than just those two.

Rather than Acronis just taking measures to stop the spread of this issue, what steps are being taken to fully prevent it from ever happening again?  That is the question that needs to be answered here!