Symptoms

• You are trying to restore/ download Files
• When you browse from Web Restore Console, the file is there:

         

• However, if you browse from last slice (Restore Point) in Acronis Backup Console, the file is not there: 

Cause

File was deleted before last backup was performed.

Web console shows all versions of files, even if some file was deleted in latest slices.

Backup console shows only files present in the given slice.

Solution

Select the slice that contains the deleted file. You can choose from list of restore points to find the correct slice with the file/folder you are looking for.

More information

If issue persists, please collect Acronis cloud certificate and system information log from the affected agent machine and contact Acronis Support with a reference to this article.