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Tape rescan but no backup data listed

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Beginner
Posts: 1
Comments: 7

Hi.

I have a weird problem with Acronis Cyber Backup 12.5 and Acronis Cyber Protect 15.

I was reinstalled ACB 12.5 to new OS installed system and done rescan for 8 LTO7 tapes and there was no backup data listed in each tapes.

By this problem, I opened support ticket and upgraded to ACP 15 with trial license by sugesstion of support.

And still there are no backup data listed in tapes but ACP 15 displying tape usage space well.

Do we have similar issue like this one and is there any wordaround or fix exist?

By the way, I was request support by adequate expert team yesterday as the first support person seems 1st level support and don't know well about tape device with ACP and wait for proper support but there is no contact yet.

Thanks in advance.

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Forum Support specialist
Posts: 0
Comments: 1938

Hello YK Kim,

Welcome to Acronis forums!

There could be two reasons why no data is listed on tape after rescanning:

- there is no Acronis backups on this tape;

- there is only a part of Acronis backup (please rescan all tapes with splitter Acronis backup).

Beginner
Posts: 1
Comments: 7

Hello, Maria.

Thanks for comment.

The all tapes were stored from Acronis backup and rescanned all tapes in ACB 12.5 so it should show up backup data but it wasn"t. 

Then maybe second case possible in ACP15.

When I was try rescan first tape, it was not complete over 7 hours of rescan. 

In ACB 12.5, it was done around 20mins as there is tape cache created at first time of rescan. 

Then should I remove previous 12.5 tape cache and rescan again from scratch in ACP 15?

Forum Support specialist
Posts: 0
Comments: 1938

Hello YK Kim.

When I was try rescan first tape, it was not complete over 7 hours of rescan. 

This issue is now resolved in the latest update release # 28035. However, the tapes should be rescanned after update procedure which also will be a time-consuming operation.

As for the initial issue with not listed backups on tape: if you are sure that there are no other tapes with the parts of the distributed on several tapes backup, then please open a case with Acronis Support Team for investigating.

Beginner
Posts: 1
Comments: 7

Hello, Maria.

Thanks for update.

It's now has reason that I need upgrade to ACP 15 Update 3.

And one question about rescan.

LTO7 tape capacity is 6TB and my backup data files sizes are about from few GB to 50GB.

So a single file is splitted when tape is full while backup then in this case, ACP 15 don't list up backup data of whole tape which has single file with spilted with other tape?

I was think that tape backup list would show up except this spillted single file of tape after rescan.

 

About the ticket open suggestion, should I open another ticket for this only if no backup list after rescan tape issue persist in Update 3?

As I mentioned, there is opened ticket no. 05139146 for this issue and I'm tried also in ACP 15 Update 2 by the request of first support agent.

By the way I didn't get support from any sales team so far which can resolve the "No information found in DB" error when I try to maintenance license renewal in Acronis Account site and I only can using ACP 15 Update 2 for now as trial license which is valid until 30th this month.

I contacted local Acronis support at 2 days ago and waiting local sales team reply for help to manage this problem.

Forum Support specialist
Posts: 0
Comments: 1938

Hello YK Kim.

Thank you for sharing the additional information. There is a testing task upon your issue open and already in progress (TTASK-43859). Thus, I recommend that you wait for the results of the investigation and recommendations from the developers.

Beginner
Posts: 1
Comments: 7

Hi, Maria.

I have concern about contact point.

The support agent who is contact me via mostly with email seems confusing about communication and progress so far even works done by himself.

Last Friday (8th), I was requested remote session support to doing a job remotely and arranged TeamViewer session by the email guide that this agent send me.

The works was same job which was done by me before and replied - ACB created backup tape mount and rescan to looking if the backup data listing up in the Show backup of console.

There is no backup data showing as I replied before, the agent created collect system information from console and this was done in ACP 15 after that he was uploaded to ftp server of Acronis support.

 

But today, he is requested this system information collect and upload to the same exact ftp server location.

At first I was thought this was request from one of development team but the request mail footer was this agent who is done collect information and uploaded to the ftp server himself.

 

I don't understand this situation...

He may looks don't know what version of ACP that he was connected in remote session last week or can't following up my ticket properly.

Whatever it is, I'm hard to communicate and co-work with this agent and this will likely cause more confusing between me and development team.

If you can, would you please escalate or request assign other person who can properly followup my ticket?

 

Thanks

Forum Moderator
Posts: 206
Comments: 6600

Dear YK Kim,

thank you for letting us know about the situation! Escalated your ticket internally and alerted the management. Please let me know, if any assistance is needed or your have questions\concerns. 

Forum Member
Posts: 21
Comments: 32

YK Kim

 

I have the same problem. Rescan tapes from 12.5 with one backup was splitted among tapes.

The support finally gave me cmd tool where I managed to restore ( not all, but most valuable part for me).

Support in last tasks was helpful and reacts, but after months, of mailing and  hundreds rescans and sending sysinfo i gave up.
Restore using cmd tools was enough for me. Anyway i also tried rescan after last update but no success.

Anyway.  Rescan tapes from 12.5  dont't work.    I have not using barcodes, and I have one big backup splitted between two tapes - maybe this is the problem.  But i am waiting for next software update.

 

Beginner
Posts: 1
Comments: 7

Thanks for your comment.

I'm in now upgraded ACP 15 Update 2 with upgrade license ordered but this seems not working too with rescan issue.

And first level support doesn't give any cmd tool that you received and technical task case opened by first level support at 2 weeks ago after about 3 weeks of no helpful "support".

It's escalated status but no progress update so far.

The last question was what is the exact build version of ACB 12.5 which I last used for tape backup.

 

If you have no problem, may I ask you attach or share that cmd tool that you using for restore most data of yours in tapes?

Can I doing backup too with that cmd tool?

Forum Member
Posts: 15
Comments: 28

Another question in this context:

If I delete backups from a tape pool with all tapes currently offline and each tape only containing full backups according the the former inventory - what is intended to happen if I rescan such a tape (on the same management host, as I cannot afford a test environment to simulate the need to restore from a fresh installed server for that customer)?

Since the tapes have not been touched after solely deleting the content database I would expect to get the content of those tapes back during a rescan. But this did not happen the one time I tried, scan said something about this not being an acronis backup tape or something similar, if I remember correctly.

Best greetings from Germany
Olaf

Forum Support specialist
Posts: 0
Comments: 1938

Hello YK Kim.

I'm in now upgraded ACP 15 Update 2 with upgrade license ordered but this seems not working too with rescan issue.

Is there any chance you can update to the next Update 3? There are several fixes for tape rescan issues.

And first level support doesn't give any cmd tool that you received and technical task case opened by first level support at 2 weeks ago after about 3 weeks of no helpful "support".

The Command-line utility could be found in the installation package. Its installation is optional. Please refer to the respective documentation: https://www.acronis.com/en-us/support/documentation/AcronisCyberProtect_15_Command_Line_Reference/index.html

The Expert support engineer from Tier 2 is now working on your case. It is in Pending status awaiting a response from developers. Thank you for your patience and cooperation on this issue.

Forum Support specialist
Posts: 0
Comments: 1938

Hello Olaf,

thank you for posting in this forum thread!

If I delete backups from a tape pool with all tapes currently offline and each tape only containing full backups according the the former inventory - what is intended to happen if I rescan such a tape (on the same management host, as I cannot afford a test environment to simulate the need to restore from a fresh installed server for that customer)?

If backups are there on tapes, they will be found after rescan. If backups are not found, you should open a case with Acronis support team for a detailed investigation with tape logs analysis. 

Beginner
Posts: 1
Comments: 7

Hello, Maria.

Thanks for your reply.

FYI, I was upgraded to Update 3 (Build 15.0.1.28122 released at last friday, 22nd) at yesterday and confirmed no backup list showup from Show backup menu of console.

And I just tried again rescan last tape today but after completion, no backup data listing up issue still persist.

 

I know the command line util, acrocmd and it's using for fast inventory too but I want to know what exactly done to restore & backup from tape which has no backup list showing up in console.

If this cmd tool is acrocmd util, would you please let me know more specific method to doing restore and backup for those of data which has no backup listing up after rescan?

 

Thanks

Forum Member
Posts: 21
Comments: 32

the tool is :  tape_ctl.exe

I have it in:

C:\Program Files\Acronis\ARSM

Beginner
Posts: 1
Comments: 7

Thanks for your comment.

I just tried the option "list-backups" and it's showing backup data raw list as attached file which is not showing in console.

So this Acronis console environment has critical bug.

Attachment Size
590885-296237.txt 13.42 KB
Forum Member
Posts: 21
Comments: 32

As I said.

Acronis can't rescan tapes. It is very critical bug.

Users just cant restore data :)

 

But after a few big crashes in customers , they maybe realise it.

Beginner
Posts: 1
Comments: 13

I have the same problem even without any 12.5. backups.

  • I made an image backup on tape of the complete machine using version 15 Update 3.
  • I removed the tape.
  • I deleted the backup from the Backup-Storage-Database.
  • I moved the tape entry to the free tapes pool and deleted the entry there.
  • I inserted the tape again and performed inventory and rescan.

-> No backups found.

  • I booted the machine with the old Boot-Media.
  • I performed inventory and rescan.

-> Backup found.

So obviously Update 3 has now a serious rescan problem as Mark Gwozdz lined out already (after all these terrible restore performance problems of the last weeks).

 

 

Beginner
Posts: 1
Comments: 7

Hi, Acronis support.

FYI, I tried acrocmd command myself as you didn't comment any specific guide to restore/backup via command.

I can confirm the archive name and backup id from tape_ctl util so run below acrocmd command to see if it's showing backup content of archive (I changed the ID and Password field from the actual command for my privacy);

acrocmd list content --loc=bsp://YKKim-PC/Acronis --credentials="YKKim-PC\[ID]",[Password] --arc=YKKim-PC-208AD319-E5D7-4E73-9F --backup=315A0C82-3EAE-46D6-953A-BE2A710B989A --content_type=file

And the output was "Can't find YKKim-PC-208AD319-E5D7-4E73-9F archive"

Below is actual output of above acrocmd command;

An error occurred while executing the command.
    Error: 0x1510008
    $module = "acrocmd_vsa64_28122"
    `anonymous-namespace'::PrintPerformingResult : d:\50\enterprise\command_line\engine\impl\engine.cpp(65)
Failed to retrieve the archive list.
    Error: 0x1510028
    $module = "abr11cli_vsa64_28122"
    CommandLine::ListContentCommand::Run : d:\50\enterprise\command_line\abr11\commands\list_content\list_content_command.cpp(229)
GXT: Computing has been aborted on the error item.
    Error: 0x14B002C
    $module = "acrocmd_vsa64_28122"
    CommandLine::ErrorHandlingItemConsumer::Consume : d:\50\enterprise\command_line\engine\impl\handlers\error_handling_item_consumer.cpp(31)
백업 아카이브를 확인하지 못했습니다.
    Error: 0x15B0010
    $module = "dms_provider_vsa64_28122"
    `anonymous-namespace'::ArchiveInfoAccessorOverManager<class ArchiveManagement::ArchiveManagerInternal>::FindArchive : d:\50\enterprise\dms\gst\providers\common\impl\archive_info_accessor.cpp(102)
'YKKim-PC-208AD319-E5D7-4E73-9F' 아카이브를 찾지 못했습니다.
    Error: 0xA100D4
    IsReturnCode = 1 (0x1),
    $module = "disk_bundle_vsa64_28122"
    ArchiveManagement::PrivateArchiveManager::FindArchive : d:\50\enterprise\mms\managers\archive\impl\private_manager.cpp(931)
Failed to find archive 'YKKim-PC-208AD319-E5D7-4E73-9F' in location 'bsp://YKKim-PC/Acronis#arl:/0696A30E-5276-42B7-83BB-FAEF9C9C6690/0084691A-75F9-4DE5-B3DE-C65043507A2C'.
    Error: 0x270030
    IsReturnCode = 1 (0x1),
    $module = "storage_server_vsa64_28122"
    StorageServer::ArchiveManagerImpl::FindArchive : d:\52\enterprise\storage_server\managers\archive_manager\am_info.cpp(324)
'YKKim-PC-208AD319-E5D7-4E73-9F' 아카이브를 찾을 수 없습니다.  <- This means "Can't find 'YKKim-PC-208AD319-E5D7-4E73-9F' archive"
    Error: 0xA10007
    $module = "storage_server_vsa64_28122"
    ArchiveManagement::RemovableArchiveManagerImpl::FindArchive : d:\52\enterprise\mms\managers\archive\impl\removable\removable_archive_manager.cpp(807)

It's same problem as in the console, and maybe this is the reason of no backup list show up.

Please forwad this information to R&D team who is working with my ticket.

 

And one more request about this issue.

It seems this is not the user specific problem but critical bug of product that was not known to your devolpment team so far from previous versions to latest ACP15 Update3.

This is very serious issue and should manage with top priority.

Also I think R&D team can check via test environment for this issue like perform below senario;

1. Backup to tape from ACP15 Update3

2. Remove backup data and delete tape from the vault

3. Rescan tape

Please request to involve top tier supports with development and make they can start proper works to manage this serious issue.

 

Thanks

Forum Support specialist
Posts: 0
Comments: 1938

Hello Marek and Andreas.

The Update 3 release is packed with a bunch of fixes for tape rescan issues.

If you do not see your backups in the console after rescanning with Update 3 - the data has not been loaded there yet! Please check your backups at Backup Storages -> Locations -> select a tape location -> Show backups and load recovery points - the data is shown directly from the ASRM database there. The same point why you see your backups from Acronis Bootable Media and command-line tool.

Beginner
Posts: 1
Comments: 13

I am using ASN. Under Backup Storage I have just one entry, the Aronis Tape Pool and there is listed simply nothing after the Restore,

Forum Support specialist
Posts: 0
Comments: 1938

Hello Andreas.

The same is applicable for ASN - the data could not be yet loaded to console view. Please check if you see your backups when select Show backups and load recovery points. If it still does not help, then you need remote access with Acronis Support Engineer who can sort viewing your backups issue or start an investigation if needed.

Beginner
Posts: 1
Comments: 13

I have now only backed up one (out of two) machine to tape and uninstalled the entire Acronis software before the restore and reinstalled it again, simulating a "fresh system install". After rescanning the tape, the backup is still not listed under tape management (how can you make the entry visible there?), but it is listed under backup storage (as lined out by Maria Belinskaya) and the restore works.

This is enough for me for the time being, because I am able to restore the backup with the boot medium as well as with a newly set up system. I cannot afford to delay the start of real operation any longer.