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Deleted backup keeps coming back

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Beginner
Posts: 2
Comments: 9

I have a backup configuration that I just can't get rid of. I tried to delete:

  1. in the local True Image application
  2. in the Cloud Dashboard
  3. manually deleted the respective script file (.tis) in ProgramData

When I delete, everything looks as expected. I get no error messages and the backup seems gone. However, after a day, the backup configuration is back and is being executed. (It is a backup into the cloud which would take way more than 24 hours to complete, so I pause it manually.)

This is very annoying and I have run out of ideas. Any suggestions?

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Legend
Posts: 106
Comments: 26700

Musenginst, welcome to these public User Forums.

You should also delete the C:\ProgramData\Acronis\TrueImageHome\OnlineBackup folder & its contents at the same time as deleting the other items you listed.

An added measure would be to sign out of your Acronis Account on the main GUI Account page to prevent any existing Cloud backup task from starting.

If you still have issues then open a Support Case direct with Acronis who can take action from the Cloud server side for you.

Beginner
Posts: 2
Comments: 9

Thank you Steve! I did as you suggested and deleted the OnlineBackup folder also. I'll report back if that did the trick. 

Beginner
Posts: 2
Comments: 9

Nope, didn't work, backup is back.

I may need the Acronis support.

Thanks again, Steve!

Forum Hero
Posts: 70
Comments: 8349

Did you try deleting from the Acronis Cloud login online as well?

https://cloud.acronis.com/login

Beginner
Posts: 2
Comments: 9

Bobbo, thanks for asking. Yes I did (it's what I meant by Cloud Dashboard).

Forum Hero
Posts: 70
Comments: 8349

Ah, sorry. Missed that. I believe there is another folder where cloud information lives that can be manually deleted as well. I don't have a PC with Acronis installed in it in front of me at the moment though but will check tonight 

I'd open a ticket anyway. If you delete from the cloud login and it's gone from there, that should synch up with the PC when it connects later.  

Does it still show up in the cloud login now too?

Beginner
Posts: 2
Comments: 9

Thank you Bobbo! Here's what I'm trying presently: I re-configured the backup so that it consisted only of a single file, and ran it, which of course now went quickly. Then I once again deleted the backup.

The idea was that it might make a difference if the backup was once successfully finished and then deleted. So far, the backup hasn't come back for a couple of hours (locally and Dashboard) but it's probably too soon to tell.

Forum Hero
Posts: 70
Comments: 8349

Awesome. Good call on your test too. Yes, hopefully that has set it right again. Strange none-the-less though!

Beginner
Posts: 2
Comments: 9

Nope, backup is back again, in the old configuration, i.e. without the change that I made yesterday.

I'll have to take this to the Acronis support.

Thank you guys!

Legend
Posts: 106
Comments: 26700

Please see KB 62010: Acronis True Image: how to delete backups in Acronis Cloud and free up Cloud storage space - which Ekaterina alerted us to for another topic earlier today.

Please let us know how you get on with support on this too.

Forum Hero
Posts: 70
Comments: 8349

I had a similar issue awhile back too. I did the cleanup in the article and set it to delete all backups older than 1 day and only retain 1 copy of the backup and pressed CLEAN in the web option.  Let it run awhile until you see that it is done.

I then turned off the Acronis services locally in computer management. 

I then selected the option to REMOVE the backup from the web console, which appeared to work.  Give it some time again.

I then went in and manually deleted the entire folder from the local computer

C:\ProgramData\Acronis\TrueImageHome\OnlineBackup

I then when to C:\ProgramData\Acronis\TrueImageHome\Scripts and used notepad to open each script until I found the one with the name going to the cloud and manually deleted it.

After that, I rebooted and if memory serves me correct, the backup stayed gone.  I think you've done all this to some extent, but perhaps that exact order may clear it up.  If not, then I'm out of ideas too.

Beginner
Posts: 2
Comments: 9

Bobbo and Steve, thanks again for taking the time, much appreciated!

I have an effect to report that's both good and bad: I was too busy yesterday to try anything, so I simply deleted the annoying backup plan as usual. This time though, it seems to be gone for good, and I haven't got any idea what was different!

I'm glad about that of course but unfortunately I'm not any closer to the cause, which is not very satisfying.

Should the problem arise again, I will follow your suggestions, and report back. Thanks again!

Forum Hero
Posts: 70
Comments: 8349

Go figure! Well, if it stays deleted now and doesn't return, at least the original desired results finally happened! Odd indeed. Maybe it needed more time to cleanup entirely and finally replicated the change.

Beginner
Posts: 0
Comments: 2

I'm having the same issue now, but with a local backup (no cloud involved).  I'm using TrueImage 2020 on a perpetual license.

I installed a new HD as target for backups, using the same drive letter as an old one.  I created a new backup task, and deleted the old backup task.  The old one keeps coming back, resulting in running out of disk space.  It seems to come back after a reboot.  It also reverts to old configuration, so I can't simply change the schedule so it doesn't run.

I tried some of the cleanup steps above, though I don't want to uninstall or delete all of my backups since I have some active backups to maintain.  There's no cloud involved to clean up.

I found the script file for the relevant backup at C:\ProgramData\Acronis\TrueImageHome\Scripts\D9BC6B91-8BC3-448F-9514-9D098323602A.tib.tis

I can see that when I delete the backup that script file is deleted.  None of the other files in that directory seem to refer to the GUID of the deleted file.

After a reboot the script file is still gone.  When I launch Acronis and navigate to the list of backups it suddenly reappears.  I've run Process Monitor (from SysInternals) and I can see that the file is recreated by mms_mini.exe (part of Acronis).  Based on other activity from that process I assume it's reading the old information from a database, or from the registry, but I can't identify exactly where it's coming from, or how to disable this behavior.

Note that it doesn't seem to require user interaction for the backup task to be restored eventually.  Usually I notice it's come back when I see errors from daily backup runs.  I'd guess that it gets recreated the first time Acronis launches to perform a scheduled backup.

Can anyone tell me what's going on here and how to fix it?  Is Active Protection getting overzealous and assuming that my configuration change is coming from malware, and trying to revert it?
 

Legend
Posts: 106
Comments: 26700

Andrew, welcome to these public User Forums.

If you are seeing mms_mini.exe recreating the deleted script .tib.tis file, then this is coming from the Acronis Dashboard servers.

You should sign in to the dashboard from the ATI GUI > Account page and then look at the backup tasks listed there and take action to delete the unwanted old backup from there.

Beginner
Posts: 0
Comments: 2

Ah, I see.  "Managed Machine" in the sense of remotely-managed, IT administrator style.  I didn't realize I'd signed up for that, or that remote settings could override local changes.  Is there a way for me to disable that?  I'm using Acronis for local backups on a single machine, so don't need/want remote management, and it seems like a security risk to have it enabled.

The cloud account seems to be in a weird state for me, which I noticed yesterday when it wouldn't let me submit a tech support ticket for this issue.  I found the dashboard, but the "backups" tab is broken (opens a new window on the account tab instead).  I managed to find the list of backups under Resources -> All Devices.  That had options to edit or change options, but not delete.  I attempted an edit, then canceled out.

I deleted locally again (after stopping backup jobs in progress) and saw the backup deleted in the cloud list.  After a reboot it hasn't come back so far.  Maybe opening the cloud list to make it refresh is all it took to clear up this bug?  I'll hope so, and report back if the stray backup reappears again.

Legend
Posts: 106
Comments: 26700

Andrew, the only option if you can't get to delete unwanted backups in the dashboard is to open the Windows Services control panel and then set the Managed Machine Service Mini service to be either Manual or Disabled for the start up option.

Forum Moderator
Posts: 209
Comments: 6674

Hello Everyone,

I've added all your comments as votes for the change request TI-233333 Don't auto re-add the deleted devices to the Dashboard. Thank you!