Symptoms

You start a backup plan for the first time. After the first backup has not completed (for any reason), you want to delete this incomplete archive, but cannot find it under Backups.

Or you notice, that space used in Acronis Cloud is larger than your backups occupy:

Cause

Incomplete backups are not displayed in Backup Management Console.

Solution

Incomplete backups can be deleted in Web Restore Console:

1. In Devices, select the machine you want to delete backups for.
2. Click Recovery:
   
3. Click More ways to recover:
   
4. Click Download files:
   
5. Log in with your Acronis Backup Cloud credentials.
6. Click Show incomplete backups:
   
7. Hover over the backup you want to delete, click the gear button, and then click Remove:
   

More information

After first backup completes successfully, all subsequent backups within the same backup plan will appear in the Backups tab even if not complete.

Introduction

This article describes troubleshooting techniques that can be used to resolve/workaround a number of issues with Acronis True Image software, caused by outdated, damaged or missing parts of the software settings and executable files.

The list of symptoms when it can help includes, but is not limited to:

• the error "Cannot create database" at program startup
• various errors telling that a certain device, path, folder, file, backup, volume, version were not found or could not be accessed
• unexpected prompts for items listed above while using the program within Windows

The methods described on this page go from a quick database cache refresh, that does not require backup tasks reconfiguration afterwards, to applying a special cleanup tool used in cases when neither repair nor uninstallation works.

Instructions from this article apply only to issues within a Windows operating system. The article does not apply to any problem observed in the bootable media environment.

Solution

Method 1. Rebuild the Database folder

1. Stop or pause any active tasks: backups/restore/disk cloning/archiving/synchronization. If there is any problem with that, skip to the next step.
2. Temporarily disable the self-protection feature of Acronis Active Protection. Click here to see how.
3. Close Acronis True Image window.
4. Open Windows Task Manager: press a key combination Ctrl+Shift+Escape.
5. Switch to the Services tab.
6. Click on the Description column to sort the services list by service description alphabetically, from A to Z. Acronis services' description start with the letter "A".
7. Right-click each Acronis service and select Stop.
8. Switch to the tab with the list of running Windows processes:
   • Windows 7 users: click on the Processes tab
   • Windows 8 and 10 users: click to the Details tab. If you do not see any tabs, click More details in the Task Manager.
9. Click on the Description column to sort the processes list by process description alphabetically, from A to Z. Acronis processes' description start with the letter "A".
10. Select each Acronis process and click End Process (Windows 7) or End task (Windows 8, 10) to terminate it. When asked, click End process to confirm.
11. Open File Explorer (Windows Explorer) and navigate to the folder C:\ProgramData\Acronis\TrueImageHome. The folder C:\ProgramData is hidden; to see it, you may need to enable displaying hidden elements in the File Explorer options. Do not confuse it with C:\Program Files and C:\Program Files (x86) - you need to navigate to C:\ProgramData.
12. Rename the folder Database to Database.bak
    If the folder "Database.bak" already exists, delete the old version of it.
13. Start Acronis True Image and check if the issue has been resolved.

The scheduled backup jobs are preserved and you do not need to reconfigure them.

If the problem persists, use the second method described below. In that case, you would need to re-define backup settings and point the program to the previously made backups.

Method 2. Rebuild all settings

The steps below make the program re-build its settings afresh, simulating a new installation. This does not affect the backup files in any way and you can definitively continue a previously created chain of backups.

1. Follow the steps 1-4 from the Method 1, get to Windows Task Manager.
2. Switch to the Services tab.
3. Right-click Acronis Scheduler2 Service and select Start.
4. Download the file schedmgr.exe
5. Right-click the downloaded file and select Run as administrator. A black Command Prompt window will open.
6. Type the command "task zap" without quotes and press Enter. This command clears up Acronis Scheduler's list of scheduled jobs.
7. Follow all the steps from the Method 1 again.
8. Rename the folder C:\ProgramData\Acronis\TrueImageHome\Scripts into Scripts.bak. Together with the above steps this will clear the list of cached backups displayed in the user interface. The backups themselves will not be deleted or affected in any way by the procedures described or mentioned on this page.
9. Delete the folder %userprofile%\AppData\Local\VirtualStore\ProgramData\Acronis if it is present. To open this path, press the key combination Windows logo key + R to open the "Run" dialog, paste %userprofile%\AppData\Local\VirtualStore\ProgramData\Acronis and press Enter. Deleting this folder is especially effective for fixing issues with browsing backups by double-clicking .TIBs in Windows Explorer.
10. Check if the issue with Acronis True Image is resolved.

Click here see how to access previously created backups and continue them.

Method 3. Repair and reinstall

If all of the above failed, follow https://kb.acronis.com/content/60195 to repair the installation, and if it does not help, perform a clean installation of the software. It would recreate all of the program files and settings, including those stored in the system registry.

Method 4. Use the Cleanup tool

Lastly, if the repair or uninstallation fails, hangs, or crashes, apply a special Cleanup tool to remove the software, install the latest version of the program and see if the problem has been fixed.

Further troubleshooting

If the issue persists, contact Acronis Customer Central for further assistance.

Introduction

Old backups are deleted automatically according to the rules defined in the backup options. Read "Automatic cleanup rules" section in the user guide: local backups, backups in Acronis Cloud.

The backup menu option "Delete", that has always existed in the program, removes a backup completely, with all of its versions.

Acronis True Image 2019 for Windows introduces a new option for you to have more control over local backups - "Clean up versions". This feature permits deleting just the selected backup versions and their dependencies on demand, without changing automatic cleanup rules and waiting until they are applied.

Solution

1. In the Backup section, click the down arrow icon next to the backup to clean up, click Clean up versions...

2. Clean up backup versions window opens

3. By default, Acronis True Image 2019 selects to delete all version chains, except the last one.
   
   Click here to see what version chain is

   
   

   Version chain is a set of a full backup and all incremental and differential backups, that depend on it:

4. If you want to delete:

• All backup chains except for the last, then click Delete without modifying the selection.

• Specific backup versions, then clear the check boxes next to the versions that you want to keep, and then click Delete. Note that in this case dependent incremental and differential backup versions are marked for deletion as well.

If some of the backup versions are missing (e.g. .TIB files were deleted, renamed or moved in Windows Explorer), the program will detect it and offer to delete broken records and dependencies.

More information

To learn about deleting backups from Acronis Cloud, check the product documentation here.

Symptoms

Backup task fails with the following error:

There is not enough space on the destination drive to perform a backup

Solution

The software detected that there is not enough space on destination to complete the backup.

1. If this is the first time you create a backup, make sure that the selected destination has enough space for the data that you want to backup. Specify a different backup destination or select less data for backup.

2.  If you have previously created backups with this backup task, most likely the destination have filled up with archives. Free up disk space on destination by deleting unnecessary archives as described in Acronis True Image 2019: How to delete old backups.

3. If there are old .TIB files in the destination location that do not correspond to any of backups in Acronis True Image interface, turn off Active Protection temporarily and delete those .TIB files in Windows Explorer to make room for new backups.

4. If you do not know what consumes disk space in the destination location, use a free disk space analyzer tool: DiskSavvy, WinDirStat or any other.

5. Lastly, set up automatic cleanup rules to avoid filling the storage completely: see Automatic Cleanup Rules section in product documentation.

More information

For instructions on cleaning up Acronis Cloud storage see product documentation.

You can set up backup cleanup rules that are used to manage backups created by Acronis vmProtect

This article applies to:

• Acronis vmProtect 8 

Description

There are backup cleanup rules available in Acronis vmProtect that can be set while creating a backup task via Acronis vmProtect web console.

Setting up backup cleanup rules:

1. Not Specified: If the retention rules are not specified, then no programmed backups management will be performed, i.e. all the backups will be stored inside the archive indefinitely.
2. Simple Cleanup Scheme: The selection of the simple cleanup scheme allows you to keep the backups for a certain time period or keep a certain number of backups inside the archive. There are two options available.
   -> Delete the backups and the archives if:
   • Backups are older than x number of days. X is the number of days for which you want to keep the backups and the archives. Cleanup will remove the backups that are older than x days.
   • Number of backups in the archive exceeds x. Here X is the number of backups that you want to keep in an archive.

     Example:
     

     The second option allows you to clean up the archive if the number of backups exceeds <…>. Again, if you set this number to 1, then for the Always Incremental archive mode there will be a synthetic full backup created, i.e. an incremental backup which will remove the unnecessary old recovery point contents after the backup is finished.

3. GFS Cleanup Scheme: GFS or "Grandfather-Father-Son” cleanup scheme allows you to keep a certain number of daily, weekly and monthly backups. Indicate how many daily, weekly and monthly backups you need to keep. All backups made within one day are considered to be the "daily" ones and will be all deleted when the date expires. The same rule applies to “weekly” and "monthly" backups.
   
   1. Monthly and Weekly backups will be created on the day selected for starting the backup task for first time.
   2. Daily backup sets will be created on all other days.
   3. Let’s say Sunday is defined as the day for starting the backup. 
      • Monthly backup will be created on Sunday when we run the task for the first time.
      • Weekly backup will be created on every other Sunday for the current/same month.
      • Daily backup will be created on days other than Sunday.
      • Monthly backup will be again created on the first Sunday of the next month and every other Sunday will again give us weekly backups.
   4. Another example is shown in the below image with following settings:
      • Backup task set to start the first time on Monday.
      • It is supposed to run x times a day depending on the schedule that you have setup.
      • GFS cleanup scheme set as shown in figure (keep backups: Daily- 5, Weekly- 1 and Monthly- 1): 

      • On the first Monday x backups will be created -> These will be considered as the first monthly backup.
      • On Tuesday x backups will be created -> These will be considered as first daily backup.
      • Similarly on Wednesday, Thursday.... until Sunday x backups will be created everyday -> These will be considered as one daily backup for each day.
      • Cleanup will first occur on Saturday that will be 6th day for weekly backup, before the backup is created. This will delete the first daily backup that was created on Monday. The process will be repeated whenever we have 5 daily backups created and the 6th daily backup is about to be created.
      • On every other Monday for the current month x backups will be created -> These x  backups will be considered as weekly backups.
      • On the second, third... last Monday of month -> Backup task will check for the existing weekly backup before creating the weekly backup. If the weekly backup is already there then it will be deleted before a new weekly backup is created. This will ensure that only one weekly backup exists, as per this example task.
      • On the first Monday of the next month a new monthly backup will be created. However, before creating this monthly backup it will run cleanup to delete the monthly backup that was created the last month. Hence, we will have only 1 monthly backup for every month.

More Information:

See also:

• Web Help: Where to back up
• Web Help: Backup archive structure

Dieser Artikel betrifft:

• Alle Acronis Produkte

Einleitung

Um jegliches Acronis Backup Produkt zu deinstallieren, starten Sie das Installationsprogramm oder wählen das Produkt von der Software Liste. Es kann Situationen geben, wo aus irgendeinem Grund die Deinstallation fehlschlägt. Im folgenden Lösungs-Abschnitt finden Sie die Schritte zur Deinstallation oder Bereinigung des Acronis Produkts.

Lösung

(!) Als Vorsichtsmaßnahme, vor der Verwendung des Bereinigungstools, empfehlen wir, dass die erforderlichen Sicherungsmaßnahmen getroffen werden, um Kundendaten zu bewahren. Diese können mit Acronis Software oder Software von Drittanbietern und / oder Hardware erstellt werden.

Bitte befolgen Sie diese Schritte, um jede Acronis Backup-Software von einem Windows-Rechner zu entfernen. Die hier angegebene Reihenfolge ist wichtig - beginnen Sie stets mit den ersten Punkten in der Liste:

1. Gehen Sie auf Alle Programme -> Acronis ... -> Deinstallation von <Acronis Produkt> => Versuchen Sie diesen Weg der Deinstallation, falls diese Option vorhanden ist.
2. Falls dies aus irgendeinem Grund nicht funktioniert, starten Sie bitte die vollständige Installationsdatei (ausführbare Datei), und wählen Sie die Option, um ein Produkt zu entfernen.
3. Wenn die oben genannten Schritte nicht zur Entfernung des Produkts, verwenden Sie bitte das Microsoft FixIt Tool. Wählen Sie die Option: Ich möchte ein Produkt deinstallieren.
4. Wenn mit dem Microsoft Fix It das Problem nicht gelöst werden konnte, nutzen Sie bitte das entsprechende Acronis Bereinigungstool:

• Acronis True Image (alle Versionen) Cleanup Utility
• Acronis Backup 11.7/11.5 Bereinigungstool
• Acronis Backup & Recovery 11 Bereinigungstool
• Acronis Backup & Recovery 10 Bereinigungstool
• Acronis Disk Director Cleanup Utility

Weitere Information

Siehe auch:

• Acronis Produkte: Nach dem Ausführen der Deinstallation von Acronis Produkt bleibt der Eintrag in Software-Liste bestehen

Symptoms

1. You installed Update 4 of Acronis Backup 12.5 (Build 12730)
2. After update, deleted off-host data processing plans (replication, validation, cleanup) start running on schedule. It is not possible to delete these plans because they are not shown in Management Console.

Cause

Issue in the product.

Solution

This issue is fixed in Build 12860 and later, please update the product to the latest build.

If the issue reproduces after update to 12860 or later, collect System information from Acronis Management Server and from the affected machine and contact Acronis Customer Central.

Symptoms

You save backups to a NAS and the NAS has the recycle bin feature enabled.

After an archive is cleaned up according to retention rules, next backup fails.

Cause

The cleaned up slices go to the recycle bin instead of being permanently deleted, which causes backup failure on the next backup task run.

Solution

We recommend either disabling the recycle bin on NAS or mark the *.TIBx extension as an exclusion for the recycle bin.

事象

1. Acronis Backup 12.5 のアップデート４（ビルド 12730）をインストールしました。
2. アップデート後、削除されたオフホストのデータ処理計画（レプリケーション、ベリファイ、クリーンアップ）がスケジュール通りに開始されます。これらの計画は管理コンソールに表示されないため、削除もできません。

原因

この製品の既知の問題です。

ソリューション

この問題はビルド12860以降で修正されています。お使いの製品を最新ビルドにアップデートしてください。

12860以降のビルドにアップデートしても問題が再現する場合、Acronis 管理サーバーおよび問題が発生するコンピュータからシステム情報を収集し、Acronis カスタマーセンターへお問い合わせください。

Symptoms

1. You have an archive in 'version 12' format and a backup plan with retention rules set up.
2. Retention rules are executed successfully, but archive size does not get smaller.

Cause

Version 12 mode uses a new generation archive format. After the first full backup, all other backups are saved to this archive in incremental mode. Physically all data is located inside one file as opposed to the version 11 format where each backup is stored in a separate .tib file. See documentation for details.

When a certain backup expires due to the pre-defined retention rules, the backup algorithm just marks these outdated backup blocks as “free” ones. The initial archive still occupies the same space on the storage as before, however all newer backups will be written to the “free” blocks first, and only if all the “free” blocks are filled, the total size of the archive will be increased.

This approach allows keeping the archive size as small as possible and prevents it from excessive growing. Also, the implementation of this backup scheme significantly saves time and resources for managing the backups inside the archive because the “free” blocks marking is almost an instant operation.

The version 12 archive total size includes the size of the “used” blocks and the size of the “free” blocks.

Symptoms

1. You create a plan to backup disks/partitions with the following parameters:
   • Backup format: Version 12 (.tibx)
   • Where to backup: internal or external disk
   • Backup scheme: full backup + differential backups
   • Cleanup: by number of backups (e.g. maximum number of backups= 3)
2. You run the backup task several times;
3. TIBX files from differential backups do not get deleted from storage, even if number of .TIBX files exceeds the specified maximum number of backups. Product GUI shows the number of recovery points according to retention rules, however the backup location contains more .TIBX files.

Cause

Specifics of product design.

Unlike Version 11 format that performed hard consolidation of backup archives, Version 12 only relinks data in the scenario when backups would be consolidated. Thus, when using Version 12 backup format, if you attempt to delete a full backup before its dependent differential, their data gets "linked" together, as a result having one logical backup in the GUI but leaving .TIBX files in place physically.

Solution

To work around this limitation you need to delete Differential backups before the Full backup that they depend on. To do it choose cleanup By backup age and select required time for each backup set:

There is no recycle bin feature in Acronis Cloud storage at the moment.

Symptoms

An Acronis True Image backup that you had in Acronis Cloud storage, was deleted, and you want to restore such backup.

Examples, when such situation can happen, include:

1. Backups in Acronis Cloud are deleted automatically in 30 days after the subscription expiration date, if the subscription is not renewed.
2. Accidental deletion of backups through the Delete option.
3. Older backup versions within one backup job are deleted according to the configured backup options.
4. Intentional deletion of the entire Acronis account and associated data in Acronis Cloud Storage.

Description

A backup that has been deleted from Acronis Cloud cannot be recovered. Unfortunately, there is no such feature as "Recycle Bin" in Acronis Cloud yet. It may be added in the future. At the moment deleted backups are gone for good. You can always re-upload the same data under a new or old name: click Add backup in Acronis True Image and choose Acronis Cloud as destination to create a new backup task.

To avoid unwanted deletion of backups in Acronis Cloud, check that auto-renewal is enabled for your Acronis True Image subscription:

1. Search your email inbox for invoice for your Acronis True Image purchase.
2. Follow the included link for managing your subscription.
3. If your subscription is not set for auto-renewal, you will see the link "Reactivate". To ensure your backups are always available, click the link "Reactivate" and confirm the subscription reactivation. Example, how such links look like, is given at https://kb.acronis.com/content/59634

現時点では、Acronis クラウドストレージはゴミ箱機能がありません。

事象

Acronis クラウドストレージに入っていた Acronis True Image によるバックアップが削除されました。このバックアップを復元したいです。

例えば、以下の場面でこの問題が発生することがあります:

1. サブスクリプションの有効期間が満了してから30日後に、サブスクリプションが更新されていない場合、Acronis クラウドストレージに入っていたバックアップが自動的に削除されます。
2. 間違って [削除] オプションでバックアップを削除しました。
3. 設定したバックアップ オプションに応じて、あるバックアップ ジョブ内の古いバックアップ バージョンが削除されました。
4. 意図的に Acronis アカウント全体およびそれに関連付けられた Acronis クラウドストレージのデータを削除しました。

説明

Acronis クラウドストレージ（Acronis Cloud）から削除されたバックアップは復元できません。残念ながら、現時点では、Acronis クラウドストレージは削除されたバックアップが置かれるゴミ箱といった機能はありません。今後、導入される可能性がありますが、現在は削除されたバックアップは完全になくなります。必要な場合、同じデータを新しい名前あるいは以前の名前でいつでも再アップロードできます。そのために、Acronis True Image で [バックアップの追加] をクリックし、バックアップ先として Acronis Cloud を選択した上で新しいバックアップ タスクを作成してください。

Acronis クラウドストレージからバックアップが自動的に削除されることを避けるために、お使いの Acronis True Image サブスクリプションで自動更新が有効になっていることを確認してください:

1. Acronis True Image を購入したときのインボイスが入っているメールを探します。
2. そのメールに記載されたサブスクリプション管理用のリンクをクリックします。
3. このサブスクリプションでは自動更新が設定されていない場合、[再アクティブ化] というリンクが表示されます。ご自分のバックアップがサブスクリプションの終了により自動的に削除される心配をなくすには、[再アクティブ化] のリンクをクリックし、サブスクリプションの再アクティブ化を確定します。リンクの表示例などは、こちらをご参照ください。

This article applies to:

• Acronis Cyber Protect Cloud
• Acronis Cyber Backup 12.5 - Cloud Deployment 

Symptoms

After C20.08 release, it is not possible to change How long to keep settings for second, third and further locations in cyber protection plan. The field is not clickable:

Cause

Issue in the product.

This issue will be fixed in the next update of Acronis Cyber Protect Cloud.

Solution

There is no solution at the moment.

This article will be updated when the issue is fixed.