67299: Acronis Cyber Protect Cloud: Backup size is larger than expected or backups are not present in archive

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    Last update: Mon, 2020-10-12 11:56

    Symptoms

    The latest backups of the device to this archive were not completed successfully.

    Additionally the backup archive has one or more of the following qualities:

    • The backup archive uses more space than the data that was backed up
    • The sum of all recovery points is significantly smaller than the total archive size
    • The archive is not showing latest backups when browsed

    Troubleshooting

    Such archives likely contain incomplete backups that occupy space but are not displayed during the archive browsing.

    Currently, Acronis software doesn't provide an interface to remove incomplete backups. There are three ways to address the issue:

    • Run the backup and make sure to finalize it. Finalized backups will appear in the Console and are subject to cleanup procedures
    • Fully remove the backup archive from the Storage and start from scratch
    • Contact Acronis support with information collected as per instructions below to assist with analysis and removal of the incomplete backup (if two previous options are not possible)

    For Cloud archives:

    • Online Backup certificate collected as per this article
    • Login name of the Cloud account that owns the backup archive
    • Name of the backup (or name of the device and the backup plan that created the backup)

    For local/network archives:

    • The list of backups and metadata from the local archive:
      • Download and unpack archive_ctl utility on your device
      • If using a network destination, for convenience map network to a local mount point, e.g.:
        > net use S: \\my-share\folder /USER:domain\username pa$$w0rd
      • From the folder with the unpacked tool issue the command to collect the list of backups and metadata, e.g.:
        > archive_ctl --file=S:\mybackup.tibx --slice-list > backups.txt
        > archive_ctl --file=S:\mybackup.tibx --info > meta.txt
      • Collect the "backups.txt" and "meta.txt" file from the folder where the tool was run from
    • Login name of the Cloud account that owns the backup archive
    • Name of the backup (or name of the device and the backup plan that created the backup)

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