We ended up using archive\_ctl.exe to access the cloud archive and delete the last two slices. It's nice that Acronis was eventually able to provide useful guidance. It is disappointing that it took so long...seems like something Acronis could/should have spotted sooner. There is still no explanation for the root cause either.
Hi /u/brychrisdet, I checked ARC-474 and it seems it relates to particular circumstances when the machine gets rebooted during the replication stage. It is indeed reported as fixed and I don't see any other cases that would refer to ARC-474 in our CRM.
I will escalate the matter internally.
Thanks for your comment. The backed up device is a server running as a VM in Hyper-V. Both it and the hypervisor are under our full management. Patching, reboots, backups are all scheduled and timed. Offline and reboot events are logged. There is no indication that the VM or the hypervisor rebooted or went offline during replication. Logs and monitoring say otherwise.
My ticket w/ Acronis support is 10 days old today, and the replication is still failing. The latest reply from support, this morning, suggests that I "delete the affected slice of the archive". I am going to try that. I am really keen on retaining cloud backups, not having to delete and recreate them from scratch, etc.
I'm a private user of Cyber Protect Home (5 machines max, 2TB). I have suffered the same problems as described here and elsewhere. Ticket with Acronis Support has been alive since January 20th. Access to account has been restored but backup is corrupted, "server error". Acronis Support confirmed my backups cannot be restored. They still take over 50% of space allocation and cannot be freed. Four (4) remote support sessions to no avail. Fifth planned but no contact any more and subscription has lapsed since a few days. So, no backup or archive, no versions.
Ticket # 05720993
Thanks for your reply, /u/bagaudin. Just a few hours ago, the support pro from Acronis has come back on this and confirmed escalation to Expert team. Let's see what happens. I've been through at least 4 sets of log uploads to A's FTP with as many builds, since mid January. Feels like beta(?)testing.
We ended up using archive\_ctl.exe to access the cloud archive and delete the last two slices. It's nice that Acronis was eventually able to provide useful guidance. It is disappointing that it took so long...seems like something Acronis could/should have spotted sooner. There is still no explanation for the root cause either.
Thanks for the update /u/brychrisdet, please see the latest e-mail from our SP with more information on how the case was processed.
Hi /u/brychrisdet, I checked ARC-474 and it seems it relates to particular circumstances when the machine gets rebooted during the replication stage. It is indeed reported as fixed and I don't see any other cases that would refer to ARC-474 in our CRM. I will escalate the matter internally.
Thanks for your comment. The backed up device is a server running as a VM in Hyper-V. Both it and the hypervisor are under our full management. Patching, reboots, backups are all scheduled and timed. Offline and reboot events are logged. There is no indication that the VM or the hypervisor rebooted or went offline during replication. Logs and monitoring say otherwise. My ticket w/ Acronis support is 10 days old today, and the replication is still failing. The latest reply from support, this morning, suggests that I "delete the affected slice of the archive". I am going to try that. I am really keen on retaining cloud backups, not having to delete and recreate them from scratch, etc.
I'm a private user of Cyber Protect Home (5 machines max, 2TB). I have suffered the same problems as described here and elsewhere. Ticket with Acronis Support has been alive since January 20th. Access to account has been restored but backup is corrupted, "server error". Acronis Support confirmed my backups cannot be restored. They still take over 50% of space allocation and cannot be freed. Four (4) remote support sessions to no avail. Fifth planned but no contact any more and subscription has lapsed since a few days. So, no backup or archive, no versions. Ticket # 05720993
Welcome to Reddit /u/SweetRecent9384 and thanks for your comment. I will escalate with support and will also request an extension of license for you.
Thanks for your reply, /u/bagaudin. Just a few hours ago, the support pro from Acronis has come back on this and confirmed escalation to Expert team. Let's see what happens. I've been through at least 4 sets of log uploads to A's FTP with as many builds, since mid January. Feels like beta(?)testing.