Skip to main content

True Image 2020 -Backup option settings loss

Thread needs solution
Beginner
Posts: 0
Comments: 5

Erik thank you so much for your workaround for this problem. On 22/23 October 2019 all my machines stopped sending email notifications, stopped performing post-op commands, and changed from doing differential to incremental backups. I also found that the information reported about my backups in the Online Dashboard was completely messed up, showing random dates for the last backups and that my backups were still running at 99% complete, although they had in fact completed, albeit not according to my original settings. I am using ATI 2019.

I tried a repair install, clean install, and creating new backup schedules, but nothing fixed the problem. I thought I was going crazy until I read the forums and found that I am not alone with this problem.

As per your suggestion, stopping and disabling the Acronis Managed Machine Service Mini has worked for me, my settings now persist and everything is running to schedule.  I hope Acronis fix this soon.

I have always found the underlying backup and recovery features of ATI to be excellent, the user interface meh but slowly improving, and the backup database and scheduling have unfortunately always been flaky. I still get orphaned backups as a result of ATI failures that I have to delete manually in File Explorer that the cleanup feature does not even detect.

This and past issues like the exclusion of Web browser favourites from backups have tried my patience and make me wonder about quality control at Acronis.

Beginner
Posts: 4
Comments: 5

I have to fix about fifty machines, this means damage to my reputation as an IT specialist, because my customers are a bit upset, wonderin why I decided to use Acronis as backup software. I hope they wont get angry if I present the bill for my work...

Acronis, send me an adress, so I can send my bills to you, for sure you have an insurance for that...

Beginner
Posts: 0
Comments: 2

Same issue here on ATI 2019 Build 17750 across 3 computers running Win 10 1903.  Noticed the issue when my NAS alerted about storage quotas and I found the backup plan on all machines had reverted from Differential with Clean-up to Incremental with no Clean-up (default).

I also can not change the backup plans from the cloud account (but don't know if this related or was an issue before as I'd never tried).

Hoping there is a fix from Acronis soon as I had intended upgrading to ATI 2020 next month.

Update: Feedback Submitted to Acronis with System Report.

Legend
Posts: 105
Comments: 25765

Danny, welcome to these public User Forums.

Please submit Feedback including an Acronis System Report and reference this forum topic to enable better investigation of this issue.

Beginner
Posts: 0
Comments: 2

Acronis 2019 on Windows 10 1903 here.

I have a daily and a weekly backup jobs to two USB external drives. A week or so ago I noticed that my differential backup had somehow been changed to incremental.

I fired up Acronis and switched the settings back to differential. First daily backup after that happened without a hitch, but here is the truly alarming part: the following day BOTH my daily and weekly backup files (a full and several dif) had been wiped out, deleted. No sign of them.

This left me with NO BACKUPS at all.

When I went back to Acronis my backup jobs were gone too. So I rebuilt them and manually initiated a daily full backup. Once the backup started I exited the Acronis GUI.

The following day I opened Acronis again and either

a) the backup jobs that had previously disappeared were now back which left me with duplicate jobs

or

b) Acronis had duplicated the backup jobs I had rebuilt from scratch the following day.

No idea which is which since I simply deleted the duplicates and everything seems to be working fine now (so far)...

Here is what I think happened though:

either

a) Acronis did something that remotely reset the settings on machines running Acronis Backup

or

b)  they have some kind of remote control ability and they were hacked.

or

c) there was a bug on several versions of Acronis Backup that caused settings to be reset on a specific date.

This is obviously a pretty widespread issue and I don't believe for a second this has ANYTHING to do with Windows 10 updates. If it's true that Acronis can remotely control Acronis installations on 3rd party machines without the knowledge and consent of users, then this is potentially a HUGE security breach given that Acronis services are running elevated all the time and can thus do anything they want on the client machine(s).

Legend
Posts: 105
Comments: 25765

Jorge, welcome to these public User Forums.

There seems to be several variations on this problem and Acronis are aware of the issue and the concern that this is causing for users across multiple versions of ATI from 2017 to 2020.

You are mentioning Acronis Backup in parts of your post above, can you please confirm that you are referring to Acronis True Image 2019 and not to the Acronis Backup business product here? If you have Acronis Backup (12.5) and are also seeing this problem, then that is something that needs to be advised to Acronis with some urgency as it would indicate a new development for this issue!

Please submit Feedback including an Acronis System Report and reference this forum topic to enable better investigation of this issue.

Beginner
Posts: 0
Comments: 2

Acronis True Image 2019, sorry.

Legend
Posts: 105
Comments: 25765

Jorge, thanks for confirming you are seeing this issue with ATI 2019 - please do submit Feedback to Acronis with a system report, especially as your symptoms are slightly different again from other users reporting this with the disappearing tasks...

Forum Member
Posts: 4
Comments: 41

I too have been affected by this issue in the last 2 weeks and I have only just noticed.

All 5 PCs running Windows 10 Pro v.1903, OS Build 18362.449 and ATI 2019 Build 17750 have been affected and the symptoms are identical for all PCs.

Symptoms are:

1. Disk backup options > Schedule > Advanced settings > settings reset

2. Disk backup options >  Backup scheme > settings reset

3. Disk backup options > Notifications > disabled

4. Disk backup options >  Exclusions > list has changed

Beginner
Posts: 2
Comments: 19

This is an extract sent to me in response to my support ticket:

*******************************************************************

I would like to keep you inform that this is a known issue with the update on the server side, which affected local backups through the same communication channel, as used for Online Dashboard functionality.

Please perform the following steps and see if this resolves the issue.

->Check backup destination folder for files with "metadata" in name:

If found any:

1. Delete backups, that use that destination, from the list by opening backup context menu and selecting the option "Delete", and then "Remove".

2. Turn off Active Protection, because next manual operation with backup files will be needed.

3. Delete any files in backup destination folder.

4. Add the backups back to Acronis True Image's list of backups by using the option "Add existing backup".

https://kb.acronis.com/content/60918

5. Reconfigure backup options, save changes.

I would appreciate if you can confirm that shared instruction has resolved the issue.

********************************************************************

Needless to say the only files in my destination folder are those placed there by ATI and none of them have "metadata" in them.  I am adding this here in case it is of use to some others who are also experiencing this issue.

Legend
Posts: 105
Comments: 25765

No metadata files (by name) in any of my backup destinations either!

Forum Member
Posts: 4
Comments: 41

Steve Smith wrote:

No metadata files (by name) in any of my backup destinations either!

Me neither.

Forum Star
Posts: 170
Comments: 1211

Does reference to Online Dashboard imply that this problem is effecting only those that use the Online Dashboard feature?  If so, do just having the Managed Machine service running cause exposure even if the Dashboard is not used?

I normally have this service disabled, but it gets re-enabled with installation of ATI maintenance and I often forget to disable the task for several days.  So far I have not been hit by this bug and hope to keep it that way.

Legend
Posts: 105
Comments: 25765

Patrick, see ATI 2019 Forum topic: Managed Machine Service Wipes Out settings - which shows a direct relationship between MMS and this issue. I don't use the dashboard very often but normally leave the ATI services enabled and got bit by this issue on multiple different computers and it looks like having MMS enabled is the main culprit!

Forum Hero
Posts: 79
Comments: 7177

Wenn Acronis Managed Machine Service Mini aktiviert ist, aber alle PCs aus dem Online Dashboard entfernt wurden, werden bei mir auch keine Einstellungen mehr zurückgesetzt.

----------------------------------------

If Acronis Managed Machine Service Mini is enabled, but all PCs have been removed from the online dashboard, since It will not reset any settings.

Forum Star
Posts: 158
Comments: 1528

I have MMS enabled on my ATI 2020 test machine only, but have not been hit by this issue. I was wondering if it requires multiple devices with MMS running and logged in to the same Acronis account.

Beginner
Posts: 0
Comments: 1

Good morning, we have 70 ATI 2018/2019 all continuously losing the parameters. 
We have solved this

1) Reconfigure your ATI

2) Open directroy c:\ProgramData\Acronis\TrueImageHome\Script\

3) Change permissione user SYSTEM ( Show image ) on file .tib

4) When restart ATI we don't lost setting and we can continue to make changes

This work on W7 W10

Attachment Size
519495-176174.jpg 37.21 KB
519495-176177.jpg 58.46 KB
519495-176180.jpg 75.9 KB
519495-176183.jpg 86.61 KB
Beginner
Posts: 2
Comments: 19

Stefano - interesting idea and I guess making them read only would achieve the same?  I think, though, that ATI is supposed to update these files (not overwrite their settings, clearly) after every successful run.  This is the case on 2020 which incidently has .tib.tis script files.  I am not sure why it does it, might be linked to the cleanup process, but you might find other side effects from taking this action

Legend
Posts: 105
Comments: 25765

Modifying the permissions for the ATI Script .tib.tis files is not recommended as these are updated by the backup task to record new backup files being created etc, and doing so may cause other issues along the way forward.

The simplest circumvention at this time is to set the Acronis Managed Machine Mini Service to be Startup = Disabled, as this issue arose from an update to the Acronis Dashboard servers which triggered the change to remote systems.

You can do this by opening the Services.msc control panel then stopping the service followed by setting the startup to disabled, or else open an Administrator level Powershell window and type in the commands below:

Stop-Service mmsminisrv
Set-Service mmsminisrv -StartupType Disabled
Beginner
Posts: 1
Comments: 6

I had this problem:

https://forum.acronis.com/forum/acronis-true-image-2017-forum/cannot-read-log-file-error-email-notification

which resulted in the backup job forgetting email notification settings, encryption passwords and a range of other things.

I followed Erik Linder's advice summarised by Steve Smith and stopped/disabled the Managed Machine Mini Service. This workaround fixed the problem for me. Backups are now running smoothly again. I'm not sure of the long term implications of not having the Managed Machine Mini Service running. I also initially upgraded from ATI2017 to ATI2020 in the mistaken belief that this would fix the problem. I'm now trying to get my head round the implications of .tibx files as well as getting a permanent fix for the option setting loss problem.

I contacted Acronis about the option setting loss problem and they said:

"I would like to inform you that our team is working on the fix and is expected to be fixed in the upcoming build for Acronis True Image 2020 which will be available soon.

I regret to inform you that no ETA for the release and no official workarounds are announced, However, I will check with my resources and keep you posted if any workarounds can be applied."

Forum Star
Posts: 158
Comments: 1528

Andrew wrote:
I contacted Acronis about the option setting loss problem and they said:

"I would like to inform you that our team is working on the fix and is expected to be fixed in the upcoming build for Acronis True Image 2020 which will be available soon.

I regret to inform you that no ETA for the release and no official workarounds are announced, However, I will check with my resources and keep you posted if any workarounds can be applied."

I find this response interesting. If there was an issue on the Acronis server side that affected all versions of ATI going back some years, then why will the fix be on the client side (i.e. in ATI 2020 build)? While I can see a client side fix being part of the equation, is there a server side fix as well? Will the problem continue for users of ATI 2017, 2018 and 2019? Given the critical nature of this issue, can a fix be applied to prior versions of ATI?

Beginner
Posts: 0
Comments: 1

I can confirm that happened also to my all 4 computers with ATI2020. it happened to my win10 hp spectre laptop, to 2 machines with win 8.1 (pro and home) and to one computer with win7. I take backup on NAS.

Initially, i thought it was problem of the antivirus and i whitelisted the program, i also uninstalled the kaspersky antiramsinware but to no avail.

I had till now ATI2016 and everything was smooth...

 

Forum Member
Posts: 27
Comments: 60

After Microsoft Patch-Day on 12.11.2019 the Settings are wiped out again! 

Forum Star
Posts: 190
Comments: 4441

Thanks for the heads up - will check to see if it happened to any of my systems.

Ian

Beginner
Posts: 2
Comments: 19

Uwe Dembski wrote:

After Microsoft Patch-Day on 12.11.2019 the Settings are wiped out again! 

Not for me they are not.  Acronis Managed Machine Mini Service is still disabled and the settings are intact. 

Legend
Posts: 105
Comments: 25765

Same for me, all looks fine but have the MMS service disabled at this time!

Beginner
Posts: 1
Comments: 8

Peter Wilkinson wrote:

Erik thank you so much for your workaround for this problem. On 22/23 October 2019 all my machines stopped sending email notifications, stopped performing post-op commands, and changed from doing differential to incremental backups. I also found that the information reported about my backups in the Online Dashboard was completely messed up, showing random dates for the last backups and that my backups were still running at 99% complete, although they had in fact completed, albeit not according to my original settings. I am using ATI 2019.

I tried a repair install, clean install, and creating new backup schedules, but nothing fixed the problem. I thought I was going crazy until I read the forums and found that I am not alone with this problem.

As per your suggestion, stopping and disabling the Acronis Managed Machine Service Mini has worked for me, my settings now persist and everything is running to schedule.  I hope Acronis fix this soon.

I have always found the underlying backup and recovery features of ATI to be excellent, the user interface meh but slowly improving, and the backup database and scheduling have unfortunately always been flaky. I still get orphaned backups as a result of ATI failures that I have to delete manually in File Explorer that the cleanup feature does not even detect.

This and past issues like the exclusion of Web browser favourites from backups have tried my patience and make me wonder about quality control at Acronis.

Hi Peter,

I am happy that you found my temporary solution to work for you.

This is a little "off topic" but you mention "orphaned backups" and I agree totally with you on that issue.
ATI normally works very well but if backups are interupted (due to network problems or other) it can be a mess to get order again in the chain of versions. Sometimes it is actually impossible and backups has to "start over" with a new full backup and all earlier versions will be "orphans".

It is for sure very irritating and causes extra work.

I am running the 2019 Home version and I have decided to NOT upgrade to 2020 until the problem with MMS service is solved. As I understand it will be solved in a new update of 2020 version.
Makes me wonder what they will do about all of us who runs 2017-2019 version?
Will we be forced to upgrade in order to solve the problem?
If so - I will abandon Acronis and change to another backup solution.

As for Acronis if you are reading this - kindly look into the orphan problem that I believe is very common for users when a backup has been interupted. It should not be neccesary to start over with a new chain of version just because one backup has failed. Not to mention how much diskspace is occupied (for no good reason) until it is manually cleaned up.

Beginner
Posts: 2
Comments: 19

Hi everyone,

I have had another response from Acronis, as follows:

The issue has affected only a limited number of Customers. The root cause has been promptly localized and stopped from spreading and affecting more Customers.

 

Solution :

 

1) Troubleshooting steps depend on the exact issue that customer is facing:

 

1. Backup settings and/or options changed unexpectedly:

 

Please recreate backup settings and run the backup

 

2. Unexpected backups in Archive2 format (.tib and metadata files)

 

Solution1:

 

Create a new backup plan from scratch

 

Solution 2:

 

If you want to continue the chain, you can remove backup from the list (open backup context menu and selecting the option "Delete", and then "Remove") and then add the last .tib without metadata back to Acronis True Image's list of backups by using the option "Add existing backup".

 

if the data from tibs with metadata is not urgently needed, you can delete “broken” backups

 

Solution 3:

 

We request you to wait for Update 2 of Acronis True Image 2020 ETA end of Nov 2019

 

Post that install action will have a check for broken backup plans.

 

If plan is broken, it will be automatically fixed (script will be modified to continue the backup plan from previous .tibs)

 

3. Backups disappeared unexpectedly:

 

Please help us with the following information for further investigation:

 

1) System report from the machine (if a system report from before the issue is also available, e.g. from earlier investigation, add it as well)

 

https://kb.acronis.com/node/58820

 

2) Backup plan name

 

3) Number of backups

 

4) Backup creation dates

 

5) Backup location

 

6) If there is info in Tray center, screenshot of Tray center

I am unsure how this could have only affected a 'limited number' of customers.  If they have fixed it for them why is it not fixed for us too since this seems to be purely a server side issue?  It would be useful to know what the difference is between those customers affected and those unaffected.

As for the solutions, my issue is the first one, backup settings/options changing unexpectedly.  When this started I reset my settings umpteen times, I removed backup versions and recreated them afresh and I uninstalled/reinstalled ATI a number of times all with no effect.  It is true that I have not tried again since I disabled the Acronis Managed Machine Service Mini, since all is now working to my satisfaction, if not as intended.

I am not convinced that Update 2 is going to be the answer either as this seems to address a different issue to the one relating to changing settings/options.

Has anyone else had words of wisdom from Acronis?

Regular Poster
Posts: 19
Comments: 81

Hi,

I encountered this problem on a Windows 10 PC running ATI 2020 last night.  I run weekly full backups on this PC and everything ran fine on Nov 7.  When I didn't receive my email notification, I checked the notification options, and my settings had been erased.  I also noticed that the backup had been changed to incremental from full.  When I looked at the backup folder, I noticed a metadata file.

I have a second seldom used Windows 10 PC that I installed ATI 2020 on about 1-2 weeks ago.  I have never run a backup with ATI 2020 on it and the last backup of it was run on Oct 3 using ATI 2019.  It was a full backup that ran fine.  This morning I looked at the settings for this PC, and the backup was changed from full to incremental and the notification settings were erased.

I plan to leave the PC with the metadata file alone for now.  For the second PC I plan to recreate my settings and try a full backup.

 

Gary 

Legend
Posts: 105
Comments: 25765

Gary, please see KB 63613: Acronis True Image: local backups are not available for recovery if "metadata" file appears in the backup destination - for your system with the metadata file.

Personally, I am not convinced that any fix being provided by Acronis in an upcoming build will resolve the core reason behind this critical issue affecting ATI 2017, 2018, 2019 & 2020 computers, all changed because of an update to the Acronis Desktop servers and communicated to user systems via the Acronis Managed Machine Service Mini service (which I have stopped and disabled to prevent any further such change!).
And, importantly, any fix for ATI 2020 will nothing for users with older ATI versions!

Regular Poster
Posts: 19
Comments: 81

Hi Steve,

I tried Solution 2 from KB63613 and things are still not right.  Maybe some of the info is cached and that caused a problem.  I performed all of the steps and set my options as I previously had them.  I ran a backup and the tib file created is: GARYS-ASUS Backup V6.tib.  The files previous to today are named GARYS-ASUS Backup V6_full_bxxx_s1_v1.tib.

When I try to look at the options I get the message: "Failed to open backup G:\ASUS Backup V6\GARYS-ASUS Backup V6.tib. Make sure the backup location is accessible and contains all versions of the backup."  I think it wants the tib file deleted in the KB63613 instructions.  I think will have to use Solution 1 and create a new backup.

I'm glad I'm using Backblaze and SyncBack to backup my data files too.

Gary

 

 

 

 

Beginner
Posts: 2
Comments: 16

Well! All three of my Win 10 (2 x 1903 and 1 X 1909) have got the problem of disappearing settings and lost notifications. The loss of notifications is how the problem first appeared. All three have Acronis Managed Machine Service Mini running. Interestingly the 1909 Win10 comp has not had a problem since the update to 1909. The problem may have occurred on 1903 after https://support.microsoft.com/en-us/help/4524570/windows-10-update-kb45… (2019-11 Cumulative Update) was installed. This also seems to be the scenario for the two remaining 1903 Win10 comps. Another point to note is that https://support.microsoft.com/en-us/help/4522355/windows-10-update-kb45… (2019-10 Cumulative Update) had only just been installed as well.

Thanks to Steve and Erik for their continuing advocacy for a solution from Acronis. I will disable Acronis Managed Machine Service Mini on the 2 Win10 1903 comps for now, and wait to see.

I am running TI 2020, Build 21400, on all three comps.

Jon

Beginner
Posts: 2
Comments: 16

Blofeld wrote:

An update from me.

Going back the when I thought this was an isolated incident for me alone and caused by my SSD failure which occurred overnight on the 22/10 coincidentally.  During all the uninstalling and reinstalling of ATI I tried 2019 build 17750 on one occasion and that showed the same behaviour of losing settings.

Following Erik's excellent detective work, I disabled MMS.  I did not reset the database or scripts but went to my 2 tasks and reset the settings back to the ones I had originally.  I fired off the task aimed at my NAS, but it wrote the backup to my C: drive (it has done that a lot for me) despite the GUI indicating the NAS as the destination.  Once I reselected the NAS as the correct destination all worked well and as expected.  The task with an external drive as destination work fine straight away.

Since then I have been running both tasks often both manually and using the scheduler and the settings are maintained after each backup (hooray).

I have pointed support at these forum threads, but they seem more interested in getting a process monitor log from me than actually hearing what their customers are saying.  If anyone gets anything more constructive from Acronis themselves please let us know.

Off topic, but I though this worth a comment.

Yes, support from a variety of orgs seem to be in a response script that they will not deviate from, even if you have sent/described the problem well. They always want everything possible sent it, which most likely they will not even look at, and do not always require. Sure there may be something they need, however a response like this from Ring makes my blood boil:

If this isn't doing the trick, please uninstall the App, restart your device and then reinstall it from the App Store. Let us know if you have any further questions, we're here to help.

This is the kind of response that should be given (from Kayo Sports in Oz):

We are trying to determine the source of the issue you're facing here for further investigation, as our tech team have also been unable to replicate it. We do appreciate your patience here, and hope you're having a great Sunday :)

I appreciate that every situation is different and that sometimes more help is required than less, however I have had a lifetime of support from both sides; I have always investigated problems before trying to report them. Actually the last source of frustration was with Acronis when I gave up trying to report a problem with backups when the destination was not available. The support person wanted all sorts of logs when the problem was easily reproduceable, in my opinion at least. I will create a forum post on this sometime to see if others have had the same problem.

Jon

Legend
Posts: 105
Comments: 25765

GaryG45 wrote:
I ran a backup and the tib file created is: GARYS-ASUS Backup V6.tib.  The files previous to today are named GARYS-ASUS Backup V6_full_bxxx_s1_v1.tib.

When I try to look at the options I get the message: "Failed to open backup G:\ASUS Backup V6\GARYS-ASUS Backup V6.tib. Make sure the backup location is accessible and contains all versions of the backup."  I think it wants the tib file deleted in the KB63613 instructions.  I think will have to use Solution 1 and create a new backup.

Gary, the core issue you are hitting as described above is that you have a .tibx file that is using the extension of .tib which will always give the error you are seeing!

If you are not seeing _full_b?_s1_v1 in the file name when ATI creates it, then it needs to be a tibx file type, not tib.  I have just spent lots of time with another user where the same core issue was involved!  Turn off AAP (if active) then rename your GARYS-ASUS Backup V6.tib to GARYS-ASUS Backup V6.tibx then try to open it in Explorer etc.

Forum Hero
Posts: 55
Comments: 9018

Thought I would chime in on this thread given all the trouble this is causing.  I have not experienced this issue on any of my PC's to date.  I DO have Acronis Managed Machine Service Mini running on all of my machines however, what is different is that I DO NOT, as a regular practice, use the Scheduled tasks. 

Most of my tasks are setup to be Full tasks which I run manually.  I do have a few that are Incremental tasks but even these I normally have set as Do not schedule.  I can do this because for me, my data does not change in big ways daily, weekly, and in some cases monthly so, I leave backups unscheduled and when I feel the need to run them I do.

I have looked in all of my backup folder for metadata files and have not found any.  So I suspect that there is some correlation between this issue and the applications Scheduler Service along with the MMSM.  What that might be I do not know but it is certainly worth noting this.

Legend
Posts: 105
Comments: 25765

Bob, this issue has happened for me on computers with no scheduled tasks and those with, where the only real common factor has been the MMS service, and all changes occurred on or immediately after 22nd October 2019.

I too do not have any metadata files but KB 63613 suggests that this can impact users across multiple ATI versions (2018 to 2020, plus Cloud).  I do not know how the appearance of metadata files is associated with this particular issue of task settings being all reset to default values?

Regular Poster
Posts: 19
Comments: 81

Hi Steve,

Thanks for all of your help with this issue.  The rename of the .tib file to .tibx did allow me to view the options for the ASUS PC backup.  I plan to run another backup on it later today to see what happens.

On my seldom used HP PC the Backup Scheme Custom Scheme had been set to incremental and the email notification fields were blank.  I remembered I had another Backup Scheme named HP_W10 V2, which was still set for full backup but the email notification fields were blank.  I updated the email notification fields in HP_W10 V2, and ran a backup.  The backup created HP_W10 V2_full_b1_s1_v1.tib.  Interesting because the last backup that was run on Oct 3 created HP_W10 V2_full_b27_s1_v1.tib.  Did filling out the email notification fields make ATI 2020 think this was a new backup and decide to start at b1?  Probably the best thing to do for the HP PC is to create a new backup for a fresh start and begin to create .tibx files.

Forum Hero
Posts: 55
Comments: 9018

Steve,

I see where you find correlation to this issue with KB63613.  In my case I do not have any .tib files at all.  I made a complete change over from the old .tib to the new .tibx format.  I created all new tasks and backups after I had deleted all .tib files and I did this from within the TI 2019 version on each PC. 

Maybe that's the difference.  Maybe since 2020 had no .tib files to reference this behavior had no where to start for me.  Don;t kinow but seems very strange I do not see this behavior on any of my machines.  I do have an instance of this settings loss that happened on a computer of a client whom does cloud only scheduled backups.  On that machine the schedule was reset, MMSM was left enabled, and all has been well since. 

 

All very strange indeed. 

Regular Poster
Posts: 19
Comments: 81

Steve,

I ran another backup on the ASUS PC, and a .tib file instead of a .tibx file was created.  With the new .tib file I cannot view the options, so this is really a .tibx file with the wrong file extension name.  I think it is time to create a new backup for the ASUS, and monitor how it works.

My wife's Dell PC still has ATI 2019, and the backups aren't scheduled.  The last backup run on it was in August.  I looked at the options for her backup, and it had been changed from a full backup to incremental, the email notification fields were all blank, and the error handling option was the default.  I've stopped and disabled the MMS service.  

 

Legend
Posts: 105
Comments: 25765

Gary, I am not sure why ATI 2020 sometimes creates a .tibx backup and gives it a .tib file extension, but it definitely gives the symptoms you are seeing.

Try a whole new backup task on 2020 and see if that correctly makes a .tibx file, otherwise, I would suggest doing a Repair Install in case there is an issue in the application or associated data.

Beginner
Posts: 0
Comments: 1

Hi,

I updated a PC from TI2018 to 2020 21400.

Nearly all settings were wiped out. I set them twice again as there were again wiped out. 

I stopped and set mini service to manual. It seems settings are no more wiped out.

I have still .tib file plus a .metadata file.

First file name after upgrade was reduced to schedule name (no inc/full; vX, bY,...).

First file is twice as big as previous ones without having twice as many data.

I will test on other PCs. I will also see what happen on a new PC where I transfered TI licence.

Hope this helps.

Beginner
Posts: 0
Comments: 19

Home user here with two Win10 PC's running ATI2020 every night.  50-plus years of professional experience with computers, however.

Like many of you, I discovered this problem by accident.  How many tens or hundreds of thousands of Acronis users are there that are unaware that their backups are not working and are not restorable?  Once they eventually fix this problem, how will Acronis notify and remediate all these users?

(Probably) the last good backup for both PC's was on 11/14.  These were a full backup.  Backups stopped for several days and then resumed on 11/17 with a full backup to a TIB file and a Metadata file.

Discovering that the parameters in my Backup Scheme had been scrambled, I reconfigured everything correctly  It turned out that just exiting ATI2020 and then loading the program again (without running a backup) was enough to re-scramble the parameters.  (This might be useful information for Acronis.)

I then hit The Google and found this thread.

Based on well-earned paranoia, I use both Acronis (to a NAS) and CrashPlan (cloud) to backup our PC's.  That gave me the relative freedom to wipe out Acronis and start fresh, per Blofeld's 11/15 post above.  A clean setup still has the problem, however. 

I renamed the target directory on the NAS, set up a new directory with the original name, deleted the original Backup Scheme and set up a new Backup Scheme also with the original name.  All this was done from the client on the PC.

Interestingly, when I went to exit the Backups screen, I would get a message that the settings hadn't been saved and did I want to exit without saving.  The only way i could (maybe) save the settings was to actually run a backup.  I don't know if this is normal or not; there is no mention of this in the User Guide.

After running the backup, but before exiting ATI2020, I discovered that the parameters had been scrambled yet again.

This "from scratch" backup was a full backup to a TIBX file.

One other piece of information that might be of use.  I've been using Acronis and AdBlock Plus for years.  Starting several weeks ago I discovered that I couldn't access the Dashboard.  I would get a message "Connection to the back-end service is lost."  It turned out I had to disable AdBlock Plus for the Acronis web site to get the Dashboard working again.

Disabling MMS is a kluge.  I'll do it if I have to, but Acronis should come up with a real solution.

I don't see any particular evidence that Acronis is monitoring this thread.  Is there another thread I should monitor or post to?  I really don't want to go through the painful, frustrating and usually useless exercise of opening a ticket with Acronis.

Thanks!

 

Beginner
Posts: 2
Comments: 19

Chuck Davis wrote:

I don't see any particular evidence that Acronis is monitoring this thread.  Is there another thread I should monitor or post to?  I really don't want to go through the painful, frustrating and usually useless exercise of opening a ticket with Acronis.

I think the answer as to whether Acronis are monitoring this thread is a resounding NO.  I have just had another email from support suggesting that I wait until Update 2 of 2020 at the end of the month and that I could downgrade to ATI 2019 in the meantime to fix the issue.

If they were monitoring this thread, they would see that this issue is affecting users of older versions of ATI including 2019.  They also seem to miss the point that this was a server side issue and whilst they might be able to fix the 2020 client that is not going to help people using older versions.

I am slowly losing my patience over this  

Beginner
Posts: 0
Comments: 1

Hi everyone

Home user with 6 PC's (2 x Win7, 4x Win10) running ATI2018 (1) and ATI2019 (5).
Got the issue on 2 PC's (1 Win7/ATI2018 and 1 Win10/ATI2019) only where I backup directly to a NAS folder. The other 4 PC's do have a dedicated internal disk for backups and are not affected.

Disabling MMS on the PC's doing backups to the NAS solved it for me for the moment.

I hope to see soon a solution to this and I'll report my findings also to Acronis directly via the ATI GUI

RC1
Beginner
Posts: 0
Comments: 21

I am a computer tech with a substantial number of clients who are using ATI 2017 through to ATI 2019 and around the 11th / 12th November 2019 they have pretty much all suddenly lost all of or most of the backup profile settings which were saved in ATI.

The computers using the ATI software varies between Windows 7 and Windows 10.

These loss of settings include changes to or disabling of scheduling, automatic cleanup of backup versions, email notifications, verification, auto shutdown of computer etc etc for unknown reasons.

Within the last day for one of my clients who is using ATI 2017, I tried uninstalling ATI 2017, ran the Acronis cleanup tool, restarted system, freshly reinstalled the latest build of ATI 2017, recreated the backup plans / profiles from scratch and still found that the settings (scheduling, automatic cleanup of backup versions, email notifications, verification, auto shutdown of computer etc etc) are still not being retained successfully within the ATI backup profiles.

It appears that ATI is not successfully saving the settings being imposed for the profiles / plans being created even after being recreated from scratch.

My clients are extremely frustrated with me as they do not have auto functioning / scheduled backups at the moment and the vast majority of them rely on the backups being automatically scheduled and performed overnight.

I have unfortunately found myself again spending considerable time on Acronis issues at my own expense which is costly me dearly in terms of lost time and revenue.

I know that you have helped me in the past Steve Smith with previous functionality issues, can you confirm if Gaidar is still at Acronis? I have not long ago sent him an email.

I would like to think that Acronis support are working on this issue as a priority due to the widespread impact of this problem.

As I think someone already mentioned in this thread, one would hope that a fix from Acronis will cover all affected Acronis versions and not just the latest versions.

I wouldn't be surprised if I lose a number of valuable clients over this as many of them are extremely angry with me at present as no automatic backups being performed are leaving them exposed.

Beginner
Posts: 0
Comments: 1

Hello Everyone,

I have ATI2019 on 3 pc's running Win 10 and also had the same problem on two of them, losing the option settings. Oddly my main desktop pc was OK. I disabled the Managed Machine Mini Service and the two problem pc's and I'm back to normal. I disabled MMMS on my main desktop also, so I wouldn't have to worry about it showing up there, however I noticed it was scheduled for automatic delayed start. I don't know if that had anything to do with the issue. None of my problems were related to the recent windows updates as this started happening before mine were updated.

Beginner
Posts: 0
Comments: 1

Wanted to add my experience to this thread, in hopes someone, anyone from Acronis sees it and responds to us all.  Computer support consultant with about 50 or so ATI [2017-2020] installations across 8 different client sites, all backing up to local NAS devices, noticing their email notifications not coming through about 3 weeks ago, and that the NAS devices seemed to be filling up with more disk space used than ever, as autocleanup seemed not be working.  Logged into their networks remotely to find the auto cleanup settings not set as their supposed to be, and that the email section of the notifications tab completely blank.  Made some changes, saved, and in some cases that "fixed" the issue and backups would complete correctly and send the notification and others wouldn't.  Finally had to do some Googling to find this thread, and am grateful to all those, especially Mr. Smith, who finally parsed out the "Service Fix", but would have liked to have seen anyone from Acronis itself take responsibility, admit the issue is with "Acronis Managed Machine Service Mini" service, and keep us appraised of updates/fixes either currently available or ETA on their release, via email blasts like the one's they send out reminding us to ugrade to the latest version they send out daily.  I've been suggesting Acronis to my support clients, as my goto backup solution for years now, but the fact it has, and can, simply just stop working with have me looking to other backup software.  It's so crazy that not only this has occurred, but it's ongoing, weeks now, and there's no fix for it yet.  ffs

Legend
Posts: 105
Comments: 25765

RC1, see post here and contact Renata rather than Gaidar who has not been active in these forums recently.

I would recommend that every person impacted by this issue submit Feedback with a System Report from as many affected systems as possible to demonstrate to Acronis the scale & impact of this server originated issue!

See KB 57216: Acronis True Image: Send Feedback for help with the Feedback process.

Beginner
Posts: 0
Comments: 19

Acronis should have all the information they need to diagnose and solve the problem from the information in this thread.  They just need to get their heads out of the very dark place.

 

Forum Member
Posts: 3
Comments: 32

Blofeld wrote:

I have been battling similar issues for a few days now.  For me it started following the failure of my SSD boot drive which I replaced and then used an Acronis backup to recover the new SSD.

The first backup following this failed due to a supposed lack of space despite my NAS having over 5.5TB free.  The ensuing investigation showed that the backup had been written to the small C: drive despite the GUI still showing the destination as the NAS.

Since this I have had no end of issues, mainly my backup scheme and cleanup get reverted to some incremental 'initial' setting after a successful backup using the intended scheme. I have 2 main tasks, both backup the 'entire PC' one uses a differential scheme to my NAS and one a weekly single version scheme to my survival kit.  Both of these tasks run as planned once then the scheme gets overwritten.  I have been working with Acronis support and they have had me uninstalling and reinstalling several times a day in an attempt to fix this all to no avail. 

I thought that this was something to do with my machine since it started after the SSD failure - I am relieved to find that this seems to be something more widespread.  I have not actually noticed whether my notification settings have been affected because, quite frankly, that is the least of my problems.  I have now sent a link to this thread to my support ticket, so hopefully they will see that this is not an isolated incident and work out a fix for it.

This is the exact same issue I found on my 3 PC's (W10-64) that backup up to a NAS drive (WDMYCLOUDPR2100) on my local network. The backup processes were working for weeks just fine, updating TIBX files with incrementals. Several days ago the backups seems to have stopped. However, I found 3 new TIBX files at the root level of C: on all 3 pc's (one of the PC's ran out of space on it's C: drive as a result). Even though the backup process shows that the target for the backup is the NAS drive, the process writes to the TIBX file on root for C:. Happens on all three PC's. Deleted the TIBX file on C:, changed the destination for the backup to the same NAS drive folder containing the prior backups (TIBX file is still there from when the backups stopped writing there). I get a warning about losing prior backups for recovery, start the backup, and ATI starts creating a new TIBX file at root on C:!!!!

The solution I found was to:

- delete the TIBX file on C:,
- change the destination to point to the same NAS folder as before,
- accept the warning about recovery files,
- click on the Recovery tab at the top of the page for that backup process before starting a backup,
- click on the "down arrow" to the right of "Add Backup" at the bottom of the page and select "Add existing backup"
- navigate to NAS drive on the window that pops up on the right and go to the same folder that the backup process is supposed to be pointing to and select the old backup that got "disconnected"
- select "Backup" from the top of the page
- start the backup

This process fixed the issue on all three PC's. The only common thing on this 3 PC's is they all had W10 1903 update and W10 1909 installed recently, near the date of the problem with ATI NAS redirection.

Forgot to mention that all 3 PC's are running ATI2020 Build 21400.

Update: Also just discovered that all the Notification Settings have been wiped clean from all three PCs, for both the local NAS backups and the Acronis Cloud backups that were set for each PC