ATI 2009 deletes files ?

Discussion in 'Acronis True Image Product Line' started by frank_41, Oct 13, 2008.

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  1. frank_41

    frank_41 Registered Member

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    Hello everybody,
    I realized a strange behaviour after using ATI 2009 Home Edition to
    create a System Backup. Some files were missing or deleted afterwards.
    For example the Microsoft Outlook pst file was gone and some saved game
    files. That's what I realized so far.
    Does anyone recognized similar behaviour. So far I was happy with
    ATI 11.

    /Frank
     
  2. Bruce Mahnke

    Bruce Mahnke Registered Member

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    Hello Frank,

    Reading your posting I decided to look at a few full backup files. Using the wizard I was able to mount my most recent backup. The Outlook.pst file was there. Note that this a hidden file. I then went back to an image created two days ago and found that I couldn’t mount it. Ran the validation on it and it was successful. Using Windows Explorer I was able to open it and the Outlook.pst file was there.

    Not sure at this point what’s going on, will have to look at it further. This was using TI 2009.

    Bruce
     
  3. frank_41

    frank_41 Registered Member

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    Thanks Bruce,
    I must clarify. The files were not gone in the backup but on the
    normal file system. I could restore them from the system backup but
    this makes me a little nervous using ATI 2009.
    /Frank
     
  4. Kron

    Kron Registered Member

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    Did you launch Outlook? If your outlook.pst were truly not present, all your existing message folders would have been missing.

    Ron
     
  5. frank_41

    frank_41 Registered Member

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    Thanks Ron,
    I'm not using outlook as default mailprogram, only to syncronize my
    PDA addressbook/Calendar. But beside this outlook.pst and all other files in that directory
    some saved game-files were also missing after using ATI2009.
    I wonder what I would find next ??
    I'm thinking of switching back to ATI 11 and wait that ATI 2009 gets more
    stable.

    /Frank
     
  6. frank_41

    frank_41 Registered Member

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    Well,
    is it possible to do a compare of such a system backup to the
    actual system. There should be not much changes since I've done
    the backup ?

    /Frank
     
  7. bodgy

    bodgy Registered Member

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    The only compare you could do, would be to mount the image and then either physically check files or use one of the XP/Vista command line functions to compare the real and virtual drive contents.

    At this moment I can't see how TI would delete a file on the original drive.

    Colin
     
  8. Ade 1

    Ade 1 Registered Member

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    I agree - I cannot see how/why it would delete those files. I installed it last week and have undertaken 2 sets of backups of both my c: (Vista) and d: (Games) drives and no files are missing. I use Outlook all the time and my .pst files are still present.
     
  9. shieber

    shieber Registered Member

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    do you get any chkdsk erros on the drive when files go missing -- orphaned sectors? During a backup, ATI is only reading form the source disk. Conceivably, it could fail to close a file it opened for read and conceivably windows might then lose the file table record and orphan the sectors (although it's not supposed to --at least not if the disk is NTFS). But it;s worth checking.
     
  10. frank_41

    frank_41 Registered Member

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    Yes it sounds strange. I've checked the disc and there are no
    errors reported. I must say it's an Promise TX4310 Raid Controller
    with Raid level 10. Also the Raid system haven't reported any error.
    I looked into the task log today and it says :

    <event code="181" id="13" level="2" message="Aktion zum Entfernen von Archiv G:\AcronisBackups\SystemBackup3.tib gestartet." module="100" time="1224008045" />
    <event code="17" id="14" level="3" message="Datei I/O Fehler (0x40011)
    function = &quot:DeleteFileW&quot;,
    filename = &quot;\\?\G:\AcronisBackups\SystemBackup1.tib&quot;
    Tag = 0xF35F747B3B21F904
    Das System kann die angegebene Datei nicht finden (0xFFF0)
    code = 80070002)
    Tag = 0xBD28FDBD64EDB8B9" module="4" time="1224008045" />
    <event code="17" id="15" level="3" message="Datei I/O Fehler (0x40011)
    function = &quot:DeleteFileW&quot;,
    filename = &quot;\\?\G:\AcronisBackups\SystemBackup2.tib&quot;
    Tag = 0xF35F747B3B21F904
    Das System kann die angegebene Datei nicht finden (0xFFF0)
    code = 80070002)
    Tag = 0xBD28FDBD64EDB8B9" module="4" time="1224008045" />
    <event code="17" id="16" level="3" message="Datei I/O Fehler (0x40011)
    function = &quot:DeleteFileW&quot;,
    filename = &quot;\\?\G:\AcronisBackups\SystemBackup3.tib&quot;
    Tag = 0xF35F747B3B21F904
    Das System kann die angegebene Datei nicht finden (0xFFF0)
    code = 80070002)
    Tag = 0xBD28FDBD64EDB8B9" module="4" time="1224008045" />
    <event code="180" id="17" level="2" message="Aktion zum Entfernen von Archiv G:\AcronisBackups\SystemBackup3.tib erfolgreich abgeschlossen." module="100" time="1224008045" />
    <event code="6" id="18" level="2" message="Operation beendet." module="100" time="1224008045" />


    Ouh ****. the lines get corrupted here.
    So Drive G: is an external USB drive. I don't understand why the task wants
    to delete SystemBackup3.tib ??
    What I can see is that it creates SystemBackup3(1)31.tib - ...33.tib files ??
    regards
    Frank
     
  11. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello frank_41,

    Thank you for choosing Acronis Disk Backup Software.

    We are sorry for delayed response.

    Please make sure you use the latest build (9615) of Acronis True Image Home 2009. To get access to updates you should first register your software.

    If the latest build doesn't solve the problem, please collect some information to let us investigate it thoroughly:

    Please create Acronis Report and Windows System Information as it is described in Acronis Help Post.

    Please also collect the application log of the operation:
    - run the program;
    - select Show log on the toolbar or from the Tools menu;
    - select the corresponding log;
    - click "Save the log entry to file" (the diskette icon).

    Please also describe how the backup process is set up.

    Then submit a request for technical support. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the problem appears and the link to this thread. We will do our best to investigate the problem and provide you with a solution.

    Thank you.
    --
    Marat Setdikov
     
  12. dennisthemenace9

    dennisthemenace9 Registered Member

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    This is a MAJOR issue that we all are just discovering now. ATI 2009 deletes PST files and chnages desktop backrgound. Did anyone try the latest build 9646 for a fix?
     
    Last edited: Dec 10, 2008
  13. Bruce Mahnke

    Bruce Mahnke Registered Member

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    I'm not seeing any problems of this nature with build 9646. I did find that I couldn't mount an image created with ATI-11 using 2009 but I don't recall if it was build 9615 or 9646.

    The Office 2003/2007 issue where default file exclusions were added was fixed when creating an image in Windows. This has not been fixed when creating an image using the Rescue Media CD so be careful here.

    Bruce
     
  14. shieber

    shieber Registered Member

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    Does this prob occur after a backup but before you restore, or only after you bckup and then restore?

     
  15. dennisthemenace9

    dennisthemenace9 Registered Member

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    It happened to me only after a backup occured. I did not do any restore. People who are using Outlook or Outllok Express will be getting a big surprise when their PST files are gone. ATI tech support you need to fix this huge issue!
     
  16. dennisthemenace9

    dennisthemenace9 Registered Member

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    Hopefully the new Build 9646 has a fix for this. What does ATI tech team say?
     
  17. dennisthemenace9

    dennisthemenace9 Registered Member

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    I installed the latest build 9646.
     
  18. dennisthemenace9

    dennisthemenace9 Registered Member

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    Anyone having this problem with build 9646?
     
  19. dennisthemenace9

    dennisthemenace9 Registered Member

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    Need to resolve this.
     
  20. bodgy

    bodgy Registered Member

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    For anyone willing to try - if you move your Outlook Express PST folder to another location (via the Outlook Express wizard), does TI still cause the folder to disappear? (I don't use OE).

    Does the file go AWOL if an image is made via the rescue CD?

    I note that there is no backup script in TI2009 for Outlook Express (see C:\Program Files\Common Files\Acronis\BackupScripts), can't recall if this was also the case in previous versions, but might hold a clue.

    Colin
     
  21. dennisthemenace9

    dennisthemenace9 Registered Member

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    Outlook may have been open during the Acronis back while in Windows.
     
  22. dennisthemenace9

    dennisthemenace9 Registered Member

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    What say ATI tech support?
     
  23. dennisthemenace9

    dennisthemenace9 Registered Member

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    It happened again today. PC was off over the weekend. The backup schedule is 2pm daily (will backup the next time the computer is turned on, I checked that off). I turned on the PC Monday morning at 8:30am and WHAMO! my desktop back ground is gone and so is my Outlook.pst. The backup did kick in at 8:30am when the PC was turned on but I did not open Outllok just yet. The Outlook.PST is fine on the 8:30am backup but not on the Local C: drive.
     
  24. James Daniel

    James Daniel Registered Member

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    There seams to be some confusion about the builds that this problem occurs with. I previously reported that I twice lost everything in the Outlook folder as well as SnagIt files, both under the same tree > C:\Documents and Setttings\<user>\Local Settings\Applications. This was with the 9649 build on XP SP3.

    I don't know for sure if Outlook was open or not but Outlook has tmp files open whenever it is running and SnagIt, sitting in the system tray, probably as some files open as well.

    I cannot believe this problem having been reported for so long that there is no, no solution or fix for it!

    ATI has taken hours and days out of my life since the release 2009 and I give up. Today a scheduled task of a system backup would not run as scheduled and I still after three attempts have been unable to start it manually because of that pathetic password problem. This along with the fact that it does not always show my backup in ASZ and then warns me that I don't have a system backup while I am looking at two of them in the ASZ.

    I have used ATI for years but I really don't have time for this. I am 68 years old and have been in computers for 35 years and this is the most miserable experence I have ever had with a major package released to thousands and thousand of people worldwide, without warning and without apology!

    Where do I get my refund and does anyone out there recommend other backup software??

    Jim
     
  25. dennisthemenace9

    dennisthemenace9 Registered Member

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    James Daniel you are not alone. It wouldn't be long until countless of thousands come across lost e-mail and desktop etc.

    The problem happens on build 9608, 9615 and the latest 9646. What is 9649??

    This is not acceptable.
     
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