60135: Acronis Cyber Protect Cloud: restored files are zero size

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Operating Systems: 

Symptoms

  1. You are backing up the entire machine or some files to any locaton (Cloud, local or network share).
  2. You restore or download an individual file from the backup, the restore operation finishes successfully without errors or warning, however, the resulting file is corrupted and is zero size.

Cause

There is a known issue with backups of systems, where Windows native Data deduplication is enabled.

Issue will be addressed in future updates.

Solution

If you are using a local or network storage as backup destination, you can mount the backup in read-only mode, see details here. Then you will be able to extract files from the Backup.

If you are backing up to Cloud, there are two options:

  • to restore the volume where the affected file resides
  • to contact your service provider and check whether the Large Scale Recovery service is available. Then you will be able to mount it as if it was a local backup.

More information

If you face an issue with mounting, for example, incorrect volumes are mounted, see https://kb.acronis.com/content/60132

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