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How can I reach someone in support who can really help with recovery from cloud backup?

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Beginner
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Who at Acronis who can really help with a recovering a ~750GB cloud backup of a secondary drive? Besides data it has some programs installed to it that should only be lost if absolutely necessary. CPHO on Win10 Pro 64. So far these steps have failed that were advised by two different support agents:
1. disk recovery using acronis desktop app. Result: .log shows "Error 0x2160008: A format/resize error," after ~2 hrs.
2. WinPE-based bootable USB on another x86 (32-bit) system. Result: "Recover operation failed" after ~2 hrs.
3. Files recovery window from acronis desktop app simply closes after <1 hr without adding any log file to C:\ProgramData\Acronis\CyberProtectHomeOffice\Logs\ti_demon.
4. Files recovery of several selected folders (~60GB) using browser, which I was told is more robust that desktop app. Result: MS Edge says "Couldn't download - Something went wrong"

I was eventually able to download one 1.4GB folder (.zip), but all other folders I attempt to download first report substantial progress, then the "Unconfirmed ____.crdownload" files disappear and Edge says "Couldn't download - No file."

Thanks!

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Beginner
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Comments: 16

The case has just been submitted for approval for level 2 support. I was told that if approved for level 2 I'd be contacted by them w/i 24-48 hours. This was after a third level 1 agent called and started a files recovery using the desktop app, which failed after ~1% of files were recovered with "Error 0xba: Cannot recover the file(s)/folder(s)," but no info about what file couldn't be recovered.

Suggestions welcomed. Thx.
 

Forum Star
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I have done successful disk recoveries from Acronis cloud using ATI 2021. In case it is relevant, the backups were on the Au1 server. It takes a long time for aprox 200GB, but it works. In my case it was system drive. I did it once using WinPE recovery media and the other from within ATI 2021 (which booted into Linux recovery environment). It took a long time as I was not recovering to empty SSD, so there was a lot of sector comparison involved.

I have never successfully download a disk image - the nature of the process results in risk of timeouts because there is no network activity as ATI is working out which sector to download next.

One thing I would suggest, is that you remove the Chromium download manager extension from Edge and any other Chromium based browser. The cloud-downloading used is very slow and unresponsive and will make timeouts more likely.

In the support area of the Acronis website there is a email address to send feedback to product managers - cannot remember what it is and cannot find it at the moment. It is something generic like productmanager@acronis.com. No harm in trying it.

Ian

Beginner
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Comments: 16

Thanks Ian!

I'm not using any download extension. I'm able to download directories as large as 8GB using the WebUI in Firefox, which is much larger than the <2GB folder I was able to d/l with Edge, and larger than any directory I've been able to d/l with the Acronis app. Firefox's avg. download speed is also ~3x faster than the Acronis app, 30Mbps vs. 10Mbps. However, since I can't know the sizes of directories before starting a d/l, it'd be a very very long and time-consuming process to recover ~750GB of data 8GB at a time.

4 hours ago I spoke to a level/tier 1 manager told me then that he'd find out what else they need to approve the case for level 2 support, and call me back in about 30 mins, but I haven't heard from him yet.

I got the impressions that Acronis Cloud backup was unreliable because of occasional, very time-consuming issues I've had backing up to their cloud. I was in the process of switching back to the manual method of regularly manually uploading local backups to Amazon Glacier, as I used to do before Acronis Cloud became available, when my backup drive failed and then someone hastily overwrote the (secondary) drive with all my data while attempting to install a replacement drive.

 

 

Beginner
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I'd appreciate your reports of success in accessing Tier 2 support.

I've spent 40-50 hours of my time trying to retrieve the files that I can see listed in the acronis cloud, including 8 1/2 hours spent with Tier 1 support in chat or on the phone since 9/22.

Yet AFAIK Tier 2 hasn't yet approved the request to take the case, asking Tier 1 to gather more info, including a Process Monitor log they asked me to record, apparently because Tier 1 isn't authorized to record those. Speaking to the Tier 1 manager hasn't resulted in Tier 2 accepting the case AFAIK. I've had no problems using Firefox to download an 80GB file from Google Drive (@200Mbps), so the problem apparently isn't in my PC or network.

TIA

Forum Moderator
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Dear Kevin,

thank you for letting us know about the issue! Your open ticket has been prioritized and passed to the management for review. I see that the ticket is already assigned to an experienced T2 engineer. Please feel free to contact me directly if you have any questions or concerns. 

Legend
Posts: 105
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Kevin, out of interest on my own part, I created a disk backup to the Acronis Cloud from one of my Windows 10 Hyper-V virtual systems then performed a disk recovery of that backup direct from the Cloud back to the same system yesterday, capturing a video of the whole process which I have uploaded to YouTube here: https://youtu.be/klgt51pSpZ4

The whole process took around 2 hours to complete a successful recovery from the Cloud servers in London (my closest location) with around 30GB of disk data involved.

Performing any OS disk backup & recovery to the cloud is best done when there is separation of the OS & installed applications from any large volumes of user data, so that the OS disk etc can be recovered as quickly as possible, and allowing for separate backup tasks to deal with user data stored on different disk drives where possible or different partitions otherwise.

Beginner
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Comments: 16

Thanks for the video Steve. It's interesting that you're able to download at ~30Mbps using the Acronis app from London, whereas I see with the Acronis web UI "Firefox's avg. download speed is ~3x faster than the Acronis app, 30Mbps vs. 10Mbps" here where Google Drive downloads are 200Mbps.

Re my failed recovery attempts, a T2 engineer emailed me today, a few hours before the 1-week point since I first reported the issue. I was told they'd analyze the logs they have and get back to me.

Legend
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Kevin, I am on a 200Mbps download / 20Mbps upload service with my ISP but never see anything approaching such speeds with Acronis but there is a key difference between doing a straight download of a very large file such as a Windows 10 ISO etc, and the processing that is involved in recovering an even larger disk image where that data is being recovered to a target disk so as to be bootable and operational when complete.

This recovery from the cloud was my first time doing so on Windows 10 so I was pleasantly surprised by both how quick it was and that I saw no problems with the process!  I normally only use local backup storage locations (internal / external USB & NAS) for my backups / recovery, which are faster still.

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I recently did restore from the Cloud of my OS NVMe drive (which is about ) and it took many hours (more than 12 hours). The first step is for Acronis to identify the data blacks to be recovered; this depends on when they were last modified (working back from the dat selected for the recovery). This may involve a large number of backup sessions. Then when recovery starts there is presumably a lot of back and forward assembling the content being downloaded. This is understandably a slow process. A similar process would be involved when downloading a disk image.

Ian

Beginner
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Comments: 16

Thanks Steve and Ian. I haven't gone back to double-check or carefully tested different times of day, but the download speeds I mentioned (30Mbps Firefox, 10Mbps Acronis client) were reasonably consistant across both successful and unsuccessful file and disk recoveries, including large and small file recoveries. I think the downloads are bandwidth-limited because file downloads are zipped archives, and I only measured bandwidth usage after the archive had been zipped and the download started. These were measured by my Verizon/Actiontec router, which reports avg bandwidth usage during each of the last 8 mins. and 8 hrs.

I'd guess that these Acronis Cloud download speeds are competitive with their direct backup competitors. When I checked competitors' backup upload speeds before adopting Acronis Cloud a few years ago I didn't find any that were faster than Acronis, which was in the 10Mbps range then as I recall, comparable to Amazon Glacier at the time. I was amazed to see Google Drive downloads at 200Mbps now. I've recently measured Google Drive uploads at 80Mbps, and Amazon Glacier uploads at ~50Mbps to Virginia and ~25Mbps to Ohio.

I still don't have any new info from Tier 2 on the failed recovery of my backup.

 

 

 

Beginner
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Comments: 16

I wrote:
> I still don't have any new info from Tier 2 on the failed recovery of my backup.
 

Would you suggest at this point that I spend ~$200 to see if a lab can retrieve my local CPHO disk backup from the failed backup drive that won't spin?

Legend
Posts: 105
Comments: 25898

Kevin, that decision has to be yours to make ref using a disk recovery service.

Have you tried doing an actual disk recovery from the Acronis Cloud (as shown in my video) rather than attempting to download a zip of the backup data?  If not, then I would prioritise trying that first!

Beginner
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Comments: 16

Yes, a disk recovery from the Acronis Cloud was the first thing I tried, as listed in my OP. I can't see a way to download a zip archive of a disk recovery image.

I'm told the case has been forwarded from T2 to the development team, which usually need about 2-3 weeks to investigate an issue.

The backed up files are listed in the cloud so likely there, but it's impractical to restore ~750GB, <8GB at a time with Firefox, or <1.5GB at a time with the Acronis client. Restoring the files by downloading zipped directories of this size would likely take +80 hours of labor over six months due to several inconveniences including the fact that the size of directories isn't listed, so breaking them up into these chunks is by trial and error.

Legend
Posts: 105
Comments: 25898

So far these steps have failed that were advised by two different support agents:
1. disk recovery using acronis desktop app. Result: .log shows "Error 0x2160008: A format/resize error," after ~2 hrs.
2. WinPE-based bootable USB on another x86 (32-bit) system. Result: "Recover operation failed" after ~2 hrs.

Kevin, for 1. above, were you recovering to the same disk where the backup was taken from, or to another disk of the same or greater size?  The format / resize error is normally caused by insufficient free space to resize the data being recovered.

For 2. was the original PC where the backup was taken from also x86 (32-bit)?  Have you tried the recovery using 64-bit WinPE media?

Can you confirm that the backup to the cloud was definitely a disk backup - I realise you have said it was several times but can't harm to double check?

One further late thought / question: which Acronis Data Centre is being used here, i.e. where is the backup stored?  Is this your closest one geographically?

Beginner
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Comments: 16

For 1. in the OP, recovering to same disk on same system.

For 2., I checked, and while I wrote "WinPE-based bootable USB on another x86 (32-bit) system," that system is actually a 64-bit Core 2 Duo system, but recovering to the same drive that was backed up. "64-bit (x64)" is the default option in Acronis Media Builder on the original system, which AcronisBootablePEMedia.iso was built on following ACPHO > Tools > Rescue Media Builder > Advanced > WinPE-based media > Windows 8, Windows 8.1, Windows 10 > Next (no drivers added).

Yes, the cloud backup is definitely a disk backup.

Regarding the server, I've seen cloud-fes-us6.acronis.com in email notifications, which resolves to an IP that infosniper says is also in the Boston metro area, where I'm located.

Thanks Steve!

 

Legend
Posts: 105
Comments: 25898

Kevin, thanks for the further information.  My only other question at this point is to ask if you have access to any more recent / more powerful system than the Core 2 Duo that you could try using?  Core 2 Duo is pretty much at the bottom of the list these days!  I have a Dell Studio laptop with a Core 2 Duo that I mainly use as a means of watching TV in our dining room these days but very little else!

My main laptop has an Intel i7 processor with 32GB RAM and NVMe SSD etc, which is the system I used for testing a cloud recovery.  I stopped using cloud backups on my older PC's as it was simply too slow to contemplate how much slower a recovery might be.

One final comment:  I also don't use CD / DVD rescue media as that is probably the slowest media - I use either USB 3.0 memory sticks or else boot from a USB 3.0 external HDD drive (created as a Survival Kit drive).  For any network based recovery, then using Ethernet wired connection is also recommended over attempting this over Wi-Fi.

Beginner
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Comments: 16

The system that the backed up secondary drive is installed in is a quad core i5 with 32GB memory, and 240GB RAID SSD for the primary drive.

I used USB 3.0 readers on 3.0 ports to boot from the WinPE media. Both systems I mentioned have 1Gb wired connections, and my ISP connection is 200Mb/200Mb fiber.

Thank you for your suggestions Steve.