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True Image 2017 data backup fails to recover

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I'm using Windows 10 and True Image 2017.  I recently backed up 256GB of data from my C drive to an external hard disk because I had to wipe my PC clean and rebuild.  Before wiping the data clean from my PC I had True Image validate the data backup -- at least, I *think* I did.  I ran the validation process, the progress bar at the bottom of the screen went all the way across (took a couple of hours), and then it got to the end.  There was never an error message on the validation, but as I think back on it now, I also did not see a "success" message, either.

Now, every time I begin the recovery process, it begins to recover, it copies several folders over, and after about 20 minutes or so it just stops.  There is no error message.  It just stops the recovery process.

If I manually double click on the backup file I'm able to dig into all the folders and see all the files.  

I've been able to recover large backup files before.  The only thing different that I'm doing with this recovery than recovery times in the past is I'm recovering from a portable 1TB drive that plugs into the USB (and gets its power from the USB).  In the past I've recovered from a stationary backup drive with a power supply that plugs into the wall.

I fortunately have a full data backup on my stationary backup drive that I'm currently in the process of restoring, so I think I'll be okay data-wise, but would appreciate feedback on this issue … and especially if the recovery problem may be related to using the portable external hard drive?


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Beatty, welcome to these public User Forums.

I would recommend downloading / using the MVP Log Viewer tool (link below) to check the log that is generated when you perform any backup, recovery or validation action from the ATI 2017 application running in Windows - this should throw more light on what is happening when your recovery operation appears to stop?

With USB powered drives, then your Windows Power Options should be checked to see if the settings allow the drive to be powered off by Windows (when it deems it to be 'idle' or to save power) or to be suspended, as this can happen when ATI is processing data in memory making the drive potentially to look as if there is no activity happening.

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Not sure how big the backup is and/or how long the restore estimates it will take, but if power suspend is an issue... (hopefully it's not related to an under-powered USB port cutting out... this happens to me on my front PC USB ports all the time when using even just a laptop spinner, but is fine for flash drives and SSD so I to plug spinners to the back of the PC USB), then you might just want to try and wiggle the mouse every now and then if you're able to be near the PC during the process to see if you can help chug it along.  Alternatively, temporarily change the power settings and set them to "high performance" and maybe even click the "default" button after changing to "high performance" too.  High performance should help reduce power saving features automatically.

Otherwise, whatever power setting you have, you need to go to

Change Plan settings >> Change Advanced Power Settings >>

  - Hard Disk >> Turn of hard disk after XXXX and set that to something longer

  - USB Settings >> USB selective suspend setting >> Setting >> Disabled

Then, you need to go to Computer Management >> Device Manager

 - Universal Serial Bus Controllers

Click on each item (such as "generic" USB hub) >> properties >> power management (tab) and remove the option to "allow the computer to turn off this device to save power".

Then go up to Disk Drives (still under device manager), and if your USB hard drive is listed there, check for any additional power savings features on it and disable them if they are active.

If it's not a physical issue, such as an underpowered USB port, hopefully disabling power saving features will allow the drive to stay connected during the entire backup process without any physical interaction from an input device (keyboard / mouse).