58783: Acronis True Image 2017: Files and Folders Are Not Shown When Browsing Backups in Windows Explorer

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Operating Systems:

Symptoms

  1. You want to browse backup contents in Windows Explorer, either for recovery purposes or just checking what is inside a particular backup.
  2. You locate the corresponding .tib file and double-click it.
  3. Backup opens, but files and folders are not displayed.

Cause

Issue in the product.

Solution

  1.  Help us investigate the issue: collect debug logs, step-by-step screenshots and send this information via Feedback form within product interface.
  2. Use this workaround. Note that it includes recreating your backup settings from scratch.
    1. Temporarily disable antivirus and antimalware software.
    2. Follow https://kb.acronis.com/content/48668 to apply Cleanup Tool. This will remove Acronis True Image from your computer.
    3. Reboot your computer.
    4. Download the latest version of Acronis True Image 2017 from your account. See https://kb.acronis.com/content/1642 for more details.
    5. Disable temporarily antivirus and antimalware software again (if enabled automatically upon reboot).
    6. Install Acronis True Image 2017 by using the downloaded installation package.
    7. See whether the issue with viewing backup contents is resolved.
  3. If the issue persists, contact Acronis Customer Central.

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