Managed Machine Service Wipes Out settings

Erik, welcome to these public User Forums.

I have not had the issue where the settings kept changing after resetting them so thank you for sharing your finding here and in the ATI 2020 forum topic True Image 2020 -Backup option settings loss - where I have collated information from a number of other users hit by this issue, including myself.

Please can you submit Feedback direct to Acronis using the tool provided in the ATI GUI Help section along with a link to this forum topic, as this issue definitely needs further investigation by Acronis.

Steve Smith wrote:

Erik, welcome to these public User Forums.

I have not had the issue where the settings kept changing after resetting them so thank you for sharing your finding here and in the ATI 2020 forum topic True Image 2020 -Backup option settings loss - where I have collated information from a number of other users hit by this issue, including myself.

Please can you submit Feedback direct to Acronis using the tool provided in the ATI GUI Help section along with a link to this forum topic, as this issue definitely needs further investigation by Acronis.

Hi Steve,

I have submitted a feedback from my GUI :-) as follows:

Hi Acronis,
As you might know there is a rather long discussion in your forum about settings that does not stick/stay. We are many customers who suffer from this problem and cannot use automatic cleanup of backups and cannot get (individual) e-mail reports. Both of them very important things in order to know that backups are performed as planned.

I have written about it here:

https://forum.acronis.com/forum/acronis-true-image-2019-forum/managed-m…

The rather long discussion is here:

https://forum.acronis.com/comment/518472#thread-top

I found, as you can read in my topic, a temporary fix by deactivate a service named "Managed Machine Service". But the problem needs a real solution. Hope you can work on that since this problem is a "major issue" for many users.

All the Best

Erik Linder

From this article it is also obvious that Acronis works with some cache:
https://kb.acronis.com/content/60915
Can it be that this cache is saved online? And handled by Acronis servers?
Communicated by the service "Managed Machine Service"?
In such case it can explain why so many of us lost settings at the same time (October 22-23).
(Maybe Acronis did something that emptied the cache in their servers)
And if the cache has priority over user settings it explains why settings disappear and does not stick.
(They do disappear after a backup if MMS service is active)

Erik, the cache mentioned in KB 60915 is really just dealing with the internal database stored on each computer wheren ATI is installed / used - this is not related to any cache that Acronis may keep in their own servers related to the MMS service or Cloud Dashboard feature etc.

Thanks for submitting Feedback to add to that from other users!

Steve Smith wrote:

Erik, the cache mentioned in KB 60915 is really just dealing with the internal database stored on each computer wheren ATI is installed / used - this is not related to any cache that Acronis may keep in their own servers related to the MMS service or Cloud Dashboard feature etc.

Thanks for submitting Feedback to add to that from other users!

Hi Steve,

Might be that you are correct about that.
But considering that several kb-articles says MMS service communicate with dashboard it is a real possibilety.

In dashboard it is possible to create and make settings for a backup.
So - they can obviously be communicated from Acronis servers towards individual PC.
So - why not the other way around?
Keep in mind that settings (with MMS service enabled) was erased again after making a backup (but stayed until backup performed). It strongly indicates that cache is not only local.

It would make sense and something caused this major outbreak of several PC's having settings wiped out.

I understand that Acronis has started to work on this problem and let's hope they solve it soon.

All the Best

Similar experience here on ATI 2020 and Windows 10. My backups had been running fine for quite some time, but when I checked the backup status the backups had stopped on 27th October. When I checked the settings my preferences had been replaced with "Do not schedule". I reset my preferences, and re-saved them, but on going back they revert to  a "Custom scheme" which is different from my preferences.... my version of ATI 2020 is the latest one.

THIS IS VERY ANNOYING as I can't rely on Acronis' software. It is also potentially dangerous as I produce orchestral music and I can't risk losing my daily work backup.

It would be good practice for Acronis to inform users of major problems, along the lines of:

"Some users are currently experiencing a problem with their backups either not running or reverting to a default scheme. We are currently investigating the issue and will inform you of any progress"

either via the the application itself, or via email, which would be MUCH more useful than marketing emails.

Hopefully

Rudi
 

[edited for typo]

Rudi, please see topic True Image 2020 -Backup option settings loss - where Acronis are asking affected users to submit Feedback including an Acronis System Report and reference to that forum topic to enable better investigation of this issue.

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.

@Erik thank you too here - I tried your temp solution and my options no-longer reset themselves.

@Steve, thank you for the head-up, going through the thread now!

Let's hope a solution is forthcoming.

I just wanted to share that I too had all automated backups stop using ATI2019 after 23rd October.

It seems all personal settings have been reset on all backups:

• backup scheme
• wake up sleeping/hibernating computer
• notifications
• pre-post commands
• validation
• backup splitting

All this without updating ATI at all. It seems to have been a server side change.

I've yet to see if the settings will stick after resetting them. I only saw this thread after discovering the problem and setting back to my preference. Let's see!

By the way, I'm not convinced that having used the global email notification setting triggers the problem. I have been using the old-school email notification method for years and had never noticed the new global notification method. However, all my  notifications stopped after 23rd October. Investigating this, I did then notice and set the new notification method and only noticed the problem with other backup settings after this. However, it seems the old-school email notification settings at least were cleared before I touched the new global email notification option.

By the way 2(!), so far I'm not convinced the new global email notification setting is reliable. It worked once on one machine when I set it. Since then I don't appear to get email notifications for any of my backups although the setting is set and the Acronis Online console shows the backups have been coimpleted. ???

Jon, please see topic True Image 2020 -Backup option settings loss - where Acronis are asking affected users to submit Feedback including an Acronis System Report and reference to that forum topic to enable better investigation of this issue.