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Help ASAP Please. Saved contacts now unviewable?

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Beginner
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I backed up my galaxy s7 onto Acronis on PC via USB cable, not cloud. All went well, and I factory reset my phone because of a software issue. Now, all the VCF files on my PC are blank, and when I move them to my device, they are also blank. The excel files have all the contact names, and that's it. No data for each contact has been saved. My phone already lost all of its data, and the files don't have any data. Pictures and videos saved just fine, so I assumed the contacts were fine too. Upon closer inspection, each contact has 0 kb. What happened, and how can I restore the contacts back on my phone? I view the files by clicking "browse files", I copied and pasted from that directory onto my phone.

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Beginner
Posts: 1
Comments: 4

#1

If someone can help me ASAP, I don't see a contact phone # anywhere to call you guys. I need this for my job. All the files say 0 kb, and all the Excel files have the headings, but only saved the contact names. Below each heading is blank. The headings read Name, Given Name, Nickname, Birthday, Phone type 1, Phone Value 1, etc., but there is nothing below them. I trusted your product after finding many reviews online and can't believe that this has occurred, can someone please help me quickly? I wanted to purchase the full product but am in shock.

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#2

Hi Sal

Welcome to the Acronis user forum. Please be aware that this is a user forum and not a means for contacting Acronis directly. However, we are eager to help you sort out the problem.

First off, what Acronis program are you using - for example True Image 2020 build 25700 (08-04-20), and what operating system, for example Windows 10 Pro, x64 build 1909.

Ian

Beginner
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#3
IanL-S wrote:

Hi Sal

Welcome to the Acronis user forum. Please be aware that this is a user forum and not a means for contacting Acronis directly. However, we are eager to help you sort out the problem.

First off, what Acronis program are you using - for example True Image 2020 build 25700 (08-04-20), and what operating system, for example Windows 10 Pro, x64 build 1909.

Ian

Hey Ian, thanks for the reply. I downloaded the app directly from the website last night, on my Windows 10 (I believe home edition), x64, I'm not sure what the build # is exactly. 

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#4

That clarifies things. Unfortunately I do not have Android devices, and only backup to the Acronis cloud so I cannot be of any assistance. Hopefully Steve Smith who has Android devices may be able to offer some assistance.

Ian

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#5
IanL-S wrote:

That clarifies things. Unfortunately I do not have Android devices, and only backup to the Acronis cloud so I cannot be of any assistance. Hopefully Steve Smith who has Android devices may be able to offer some assistance.

Ian

How can I get in touch with Steven? My backed up contacts hold no information, I want to know if anything can be done, and how. I lost important contacts relating to my job, some contacts that I cannot retrieve the phone #'s to because they are not on file. I backed up using this service thinking that it'd be safe, seeing all the advertisements. I don't know what went wrong with the procedure, I waited over an hour for the files to back up. 

Legend
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#6

Sal wrote:  I backed up my galaxy s7 onto Acronis on PC via USB cable

Please can you expand on the above? 

From what I have read in this topic, you have not installed the Acronis Mobile Backup app for Android from the Play Store, but look instead to be creating a backup of your Samsung Galaxy device after connecting it to your PC via a USB cable?

After establishing an MTP connection to the phone, how are you selecting any data from the Samsung in Acronis True Image?  I have tried doing this and although my own Samsung Galaxy J5 shows in Windows 10 Explorer under 'This PC' it is not available to ATI 2020 to select as a backup source.

Doing the above is not a supported method for backing up your Samsung phone, you should have been using the Acronis Mobile app for this purpose.

Beginner
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#7
Steve Smith wrote:

Sal wrote:  I backed up my galaxy s7 onto Acronis on PC via USB cable

Please can you expand on the above? 

From what I have read in this topic, you have not installed the Acronis Mobile Backup app for Android from the Play Store, but look instead to be creating a backup of your Samsung Galaxy device after connecting it to your PC via a USB cable?

After establishing an MTP connection to the phone, how are you selecting any data from the Samsung in Acronis True Image?  I have tried doing this and although my own Samsung Galaxy J5 shows in Windows 10 Explorer under 'This PC' it is not available to ATI 2020 to select as a backup source.

Doing the above is not a supported method for backing up your Samsung phone, you should have been using the Acronis Mobile app for this purpose.

My mistake with the wording. I was plugged into my computer regardless, but my computer and my phone were connected onto the same wifi network, which is how I transferred my files. I meant to say that I did not create a cloud. 

Legend
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#8

Sal, thank you for confirming that you have used the Acronis Backup app installed on your Samsung phone to create the backup.

I am sorry that I do not have any good news for you here as I have just checked the backup from my own Samsung Galaxy phone created earlier today, and all the .vcf files have 0 bytes with no data, and the .csv files just have my contact names and lots of commas, but no phone number details!  So the backup of Contacts is of no value if needing to recover this data!

The same looks to be true for messages too with only my photos and videos actually showing some data.

If you have enabled the Backup & Recovery options for your Samsung or Google accounts then these should provide a way to recover your contact data.

I would suggest raising a Suppport ticket with Acronis Support about this failure for the mobile backup app for Android devices.

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#9

Sal, you definitely need to raise a support ticket; the good news (from my view) is that contacts in general are showing full information for iOS devices. This is definitely a serious issue!

Ian