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ATI17 message "Failed to recover file or folder"

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Beginner
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Comments: 9

I am unable to restore a folder from a recent backup.  Using the ATI program, I get the error message: "Failed to recover file or folder".  Opening the tib using file explorer, all the files that are restored are 0 bytes large.

ATI reports that it successfully created the backup.

I am using Windows 10 and am backing up to a WD 20TB My Book Duo Desktop RAID.

Your help would be most appreciated.

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Legend
Posts: 102
Comments: 22524

#1

Alex, please perform a validation of the Acronis backup image (.tib) file or the task that created the file, to ensure that the file has not become corrupted or damaged.

You may also wish to copy the .tib file from your WD drive to a local or USB drive and try again from there.

Beginner
Posts: 3
Comments: 9

#2

Thank you, Steve.

  • I performed a validation and got an "Operation has succeeded" message.
  • I copied the .tib file to a local drive, but was still unable to restore the files.

On doing some more digging, it appears the error is solely connected with my OneDrive folder.  I am able to restore folders and files from non-OneDrive folders.  When I try to restore individual files or folders from OneDrive, all the restored files are 0 bytes in size, even though they show up as non-zero in the .tib file.

Legend
Posts: 102
Comments: 22524

#3

Alex, is your OneDrive folder a local disk folder or is it a Cloud folder?  I am sorry that this problem looks to be specific to your OneDrive usage but it seems possible that the image file has been corrupted in the process of being synchronised with this service.

Beginner
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Comments: 9

#4

Thank you, Steve, for your additional comments.

All the files in my OneDrive account are also on my D drive.  I have selected "always keep on this device" for the entire OneDrive folder.

Legend
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Comments: 22524

#5

Alex, is your D: drive a separate physical drive or a second partition?

It may be worth running a CHKDSK /B against the D: drive to ensure that there are no bad sectors or other file system problems coming into play here?

Beginner
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Comments: 9

#6

Thanks, Steve.

My D drive is a separate physical drive.  Chkdsk /b is running as I type. 

In the interim, I tried to see if I had the same problem with my laptop.  I do.  I am able to restore files & folders that aren't in the OneDrive folder.  Whenever I try to restore from the OneDrive folder, the restored files are all 0 bytes in size.

Given I am able to replicate the problem on a separate PC, I am inclined to the view that this isn't a problem with my PC's D drive.  But it is, instead, a OneDrive / TrueImage computability issue.  Are others having the same problem?

Legend
Posts: 102
Comments: 22524

#7

Alex, thanks for the update / feedback with your testing results.  Strange that this is only affecting OneDrive folder contents when storing Acronis .tib files there.  I have OneDrive but just the standard free space that came with it and not enough to want to try storing backups.

I wonder if this is a consequence of OneDrive trying to sync the stored files with the Cloud even before the files are fully written and that this may be causing the issue?

I would normally suggest raising a Support Case with Acronis for this type of issue but your ATI 2017 is no longer supported since last October 2017 so it would be a Pay Per Incident unless you have a current 2018 license to use?

Beginner
Posts: 3
Comments: 9

#8

Thanks, Steve.

Firstly, the chkdsk /b came back with no bad sectors.

Just to clarify.  Apologies for not being clear beforehand.

  • My OneDrive account is on my D drive.
  • My tib files are stored on an external drive, which I solely used for backups.

My problem is my inability to restore any and all OneDrive files and/or folders from my ATI2017 backups.

If you have time, it would be helpful to know whether you are able to restore OneDrive files from your backups, assuming that those backups include your OneDrive account.

Appreciate your on-going support.

Legend
Posts: 102
Comments: 22524

#9

Alex, sorry if I have not understood this issue as fully as needed, and thank you for providing such clear details above.

My own OneDrive backup was originally to the Acronis Cloud but when I attempted to open the ATI 2018 Recovery page, I was given an immediate error saying connection or server error!

I deleted that Cloud backup task for OneDrive and created a new Files & Folders backup to a local USB external drive instead.

The local backup ran successfully and I was also able to open the Recovery page and see the correct file sizes within the backup image, plus was able to successfully restore a single small image file to my desktop.

The logs for the above actions showed the following entries:

04/04/2018 17:23:34 :329   +00:00 7420 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
04/04/2018 17:23:34 :331   +00:00 7420 I00640002: Operation OneDrive started manually.
04/04/2018 17:23:36 :365   +00:00 7420 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
04/04/2018 17:23:36 :375   +00:00 7420 I013C0000: Operation: Backup
04/04/2018 17:23:36 :378   +00:00 7420 I0064000B: Priority changed to Low.
04/04/2018 17:24:05 :846   +00:00 7420 I000B03F0: Create Backup Archive
From: E:\OneDrive\
To file: OneDrive_full_b1_s1_v1.tib
Compression: Normal
Exclude: System files;
04/04/2018 17:24:06 :504   +00:00 10096 I00640000: Writing full version to file: OneDrive_full_b1_s1_v1.tib
04/04/2018 17:24:53 :462   +00:00 7420 I00640000: The following backups have been successfully created: L:\OneDrive_full_b1_s1_v1.tib
04/04/2018 17:25:00 :050   +00:00 7420 I013C0006: Operation has succeeded.

Start: 04/04/2018 17:23:34
Stop: 04/04/2018 17:25:00
Total Time: 00:01:26

04/04/2018 17:26:52 :048   +00:00 7916 I00640002: Operation OneDrive started manually.
04/04/2018 17:26:53 :917   +00:00 7916 I013C0000: Operation: Recovery
04/04/2018 17:26:53 :919   +00:00 7916 I0064000B: Priority changed to Low.
04/04/2018 17:26:54 :321   +00:00 7916 I000B03FC: Recover Backup Archive
From file: L:\OneDrive_full_b1_s1_v1.tib
Recovery of: Files
Recover to: C:\Users\smiths\Desktop\
04/04/2018 17:26:57 :001   +00:00 7916 I013C0006: Operation has succeeded.

Start: 04/04/2018 17:26:52
Stop: 04/04/2018 17:26:57
Total Time: 00:00:05

Beginner
Posts: 3
Comments: 9

#10

Thanks, Steve.  That's really helpful.  I'll download a trial of ATI2018 and see whether the problem goes away.

Forum Star
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#11

I do not use OneDrive much, and when I do it is OneDrive For Business. There is an option in the latest build of OneDrive where the local drive only contains a place holder for the file (possibly with zero size), the file itself is only in the cloud. I assume you have checked to ensure that this is not what is happening.

Ian

Legend
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Comments: 22524

#12

Ian, the OneDrive Files on Demand feature is fully described in the linked web document.

Beginner
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Comments: 9

#13

Steve & Ian

Thank you both for your assistance.

I took Ian’s advice and turned “Files On-Demand” off. Previously, it was on with certain folders set to "Always keep on this device".

With “Files On-Demand” turned off, I am now able to recover all my files & folders from OneDrive.

Guess I’ll need to upgrade my hard drive.

Once again, thank you.

 

 

 

Legend
Posts: 102
Comments: 22524

#14

Alex, glad that all is working again as expected, thanks for your feedback.

Beginner
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Comments: 1

#15

In case it helps anyone else, I still have an issue recovering files within my OneDrive using True Image 2019.  I use OneDrive's “Files On-Demand” feature, but the file of interest is always downloaded locally.

Attempting to recover a single file using the UI gives this error in the logs:

2020-08-27 11:42:13 AM: Failed to recover file or folder 'estate planning.txt'.
Failed to restore the file (folder). (0x4001A)
Path = "\\?\C:\temp\estate planning.txt~8NJDRCUU",
Hints = 1),
$module = "ti_demon_vs_17750"
`anonymous-namespace'::DoBackupWrite:
c:\bs_hudson\workspace\790\core\file\windows\winnt_backup.cpp(394)
Access to the cloud file is denied (0xFFF0)
code = 8007018B),
$module = "ti_demon_vs_17750"
Common::Error::AddWindowsError:
c:\bs_hudson\workspace\790\core\common\error.cpp(307) : None

However, I found a workaround:  if I recover the entire partition (to a spare external drive), the file is recovered properly!