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acronis won't backup hidden folder

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Does anyone know why acronis backup hidden folder in one machine but not the others? I have a couple of PCs that I have setup to backup hidden folders (c:\Programdata and all subfolders under it).  All working fine except one pc.  this particular PC was also working fine before, and I was able to restore its hidden folder a year ago.  Since then, nothing has change as far as the setup go, but now when I try to recover that hidden folder, I can't locate it.  So I lost a year of data.  I checked other PCs with same setup, I was able to retrieve data no problem.  I contacted Acronis support and was told it won't work and I have to use disk lever backup.  Any idea/suggestion would greatly appreciated.



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