Restore not showing all of my backup[#19223]

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Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Sep 13, 2017 10:44 am

My logs show that everything was working fine until I lost my drive. But when I go to restore it is not showing the main D: drive that I have been backing up for two years. I thought I would install on a new machine since I am still running version 1.11.4.0, but I don't remember what social media i used to create the account (is there some way to check that) and not even sure that it would even allow me to access and restore the backups from this machine. Trying to upload the logs but they won't attach, so pasted one below. Please assist.
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log first page
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Log 2.png
Log last page
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System log.png
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Re: Restore not showing all of my backup

Postby russellwantland » Wed Sep 13, 2017 10:46 am

Here is my restore screen that only shows an old network drive (maybe the original backup set), not the D: drive that I have been backing up for years.
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Re: Restore not showing all of my backup

Postby jeff.tang » Thu Sep 14, 2017 11:30 am

Hello,

To help us looking into this issue, could you please provide us with the Cloudbacko client log files for our investigation?

You can copy the log files to Dropbox, OneDrive, Google drive etc and share the link on this thread for us to download?

Please refer to our FAQ "Where are the CloudBacko backup and restore logs located?" viewtopic.php?f=58&t=233
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Re: Restore not showing all of my backup

Postby russellwantland » Fri Sep 15, 2017 12:25 am

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Re: Restore not showing all of my backup

Postby jeff.tang » Mon Sep 18, 2017 10:40 am

Hello,

Thank you for the log files. Since you are still running the old Cloudbacko v1.11.4.0 and the backup is to OneDrive destination can you please upgrade to v2.9.0.1 first? As there is an update with the OneDrive API 2.0 from v2.5.0.0.

Release note:
https://www.cloudbacko.com/en/modals-doc.jsp

After the upgrade, can you go to [Utilities] -> [Data Integrity Check] and select the backup set name and the affected destination. Please perform the integrity without the CRC.
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Re: Restore not showing all of my backup

Postby russellwantland » Mon Sep 18, 2017 11:16 pm

Thanks. I will do that. Do I need to perform the integrity check before I restore? or can I just go ahead and restore if the backup set is there?
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Re: Restore not showing all of my backup

Postby russellwantland » Sun Sep 24, 2017 9:29 pm

integrity fail.png
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here is the error from the integrity check. Good news is I can still see my backups in one drive.
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Re: Restore not showing all of my backup

Postby jeff.tang » Mon Sep 25, 2017 11:47 am

Hello,

Thank you for your update. Regarding the DIC with null error, could you please provide us with the latest client log files for our investigation?
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Re: Restore not showing all of my backup

Postby russellwantland » Wed Oct 04, 2017 11:07 am

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Re: Restore not showing all of my backup

Postby jeff.tang » Mon Oct 09, 2017 1:46 pm

Hi Russell,

May I ask if you have sent me the wrong link? I have just downloaded the rar file but there is no CBK logs included. Please verify.
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Re: Restore not showing all of my backup

Postby russellwantland » Thu Oct 12, 2017 7:32 am

no that is the link to the folder with the log file in it.
https://www.dropbox.com/home/Cloudbacko ... heck%20log
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Re: Restore not showing all of my backup

Postby russellwantland » Thu Oct 12, 2017 7:34 am

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Re: Restore not showing all of my backup

Postby jeff.tang » Thu Oct 12, 2017 3:02 pm

Hello,

Thank you for the log files.

Just to let you know, I have escalated the case to our development team for further investigation.

==============
TMS #19223
[KB] CBK run DIC for OneDrive with "Invalid sClientId: null" error
==============

When the resolution available we will provide you an update on this thread, or you can visit to our web site to check updates on product news or releases.
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Re: Restore not showing all of my backup[#19223]

Postby stephen.chow » Tue Oct 17, 2017 10:02 am

Hello,

Our developer would like to confirm if the issue was related to the oneDrive token.

Can you try refreshing the token in OneDrive (inside the Destination Pool) in CBK and check if the problem can be resolved?
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Oct 18, 2017 7:28 am

Sorry, I am not familiar with how to refresh the token. Can you provide instructions?
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Re: Restore not showing all of my backup[#19223]

Postby jeff.tang » Wed Oct 18, 2017 11:50 am

Hello,

To refresh the token, please go to the [Destination] of the backup set, click on the OneDrive inside the destination pool. There is a [Refresh] button.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Thu Oct 19, 2017 10:46 pm

Sorry still not seeing how to "refresh." is this something I do in CloudBacko or in Onedrive?
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Thu Oct 19, 2017 10:49 pm

If I go to, "Backup Sets" then "Destination" in Cloudbacko, the only options at the bottom right are"Save" "Cancel" and "Help" If I double click on the destination it brings up a "Destination Pool" page but says "Delete this destination pool" at the bottom left.
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Re: Restore not showing all of my backup[#19223]

Postby jeff.tang » Mon Oct 23, 2017 10:07 am

Hello,

As for us to get a clear picture, would you please send us a screen capture?
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Oct 25, 2017 10:30 am

no refresh screen.png
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Re: Restore not showing all of my backup[#19223]

Postby jeff.tang » Wed Oct 25, 2017 11:37 am

Hello,

Did you try to double click on the OneDrive destination?
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Sat Oct 28, 2017 9:57 pm

ok the refresh worked, see below, but I still can't restore. I uploaded new log with today's date to the drop box. https://www.dropbox.com/s/jf1387iv88imv ... 8.log?dl=0
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Thu Nov 09, 2017 10:06 am

Did you give up on me?
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Re: Restore not showing all of my backup[#19223]

Postby jeff.tang » Thu Nov 09, 2017 3:36 pm

Hi Russell,

This issue has been passed to development team for investigation. I will ask them to give you an update as soon as possible.
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Thu Nov 09, 2017 11:49 pm

Hi Russel,

Could you please send me the restore log for further investigation?

located in e.g. C:\Users\%USER%\.cbh\log\%BACKUPSET_ID%\Restore

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Thu Nov 16, 2017 10:00 pm

i did, it was linked above the screen shot above.

https://www.dropbox.com/s/jf1387iv88imv ... 8.log?dl=0
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Thu Nov 16, 2017 10:08 pm

Hi,

No, the link provided is the system log, which is located "C:\Users\%USER%\.cbh\log\System"

Could you please send me the restore log instead, which is located in
e.g. "C:\Users\%USER%\.cbh\log\%BACKUPSET_ID%\Restore"

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Fri Nov 17, 2017 1:57 pm

Here is the only file in the restore folder: https://www.dropbox.com/s/tv7jwqn5yykto ... 1.log?dl=0

when I click double click the destination pool this is what happens:

restore 11 16.png
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Nov 22, 2017 3:41 am

I really need access to some of my files. I can see the backups in my one drive. This is getting very frustrating, it has been two months. Is there another method to restore them?
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Wed Nov 22, 2017 9:42 am

Hi,

Could you please provide teamviewer session of client machine for further investigation?
You can download it from the following link:
http://download.ahsay.com/temp/TV10/Tea ... tupv10.zip

Or you may download the backed up data from onedrive, then use [Utilities] -> [Decrypt Backup Data] to restore the files.

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Nov 29, 2017 2:00 am

available for remote session now. thanks.
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Wed Nov 29, 2017 3:23 am

Hi,

Please help to unlock the Windows user now.

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Fri Dec 01, 2017 10:36 am

ok, I can connect and completed a restore! unfortunately, it didn't include any data after 2015. You can see from my first post that data from 2017 was being backed up. How do I access that?
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Dec 13, 2017 11:10 am

I sent you a PM with TV information for log in now. Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Dec 13, 2017 11:37 am

I can't tell if the PM are sending or stuck in my Outbox. Either way, it is the same login and password I sent to you last time.
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Thu Dec 14, 2017 7:03 pm

Hi Russell,

It is found that there is only one healthy index in your one drive destination, which is the backup job "2015-12-28-22-33-00". The index protection feature is since CBK v2.1.0.0. Since you are using CloudBacko Home v1.11.4.0 before, which is without the index protection feature, the corrupted index cannot be recoverd.

Therefore, you are only able to restore the files from the initial backup "2015-12-28-22-33-00".

Now, you are using CloudBacko Home v2.9.0.1, which is with the index protection feature. You could find there are index copy in each backup job folder (e.g. "2017-11-19-00-12-18").
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Sat Dec 16, 2017 1:35 am

Please clarify. Are you saying even though I can see all of my backup files in One Drive, I cannot restore them? And even though I had a successful back up weeks before I lost my data, the index was corrupted?
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Sun Dec 17, 2017 4:00 am

I also did as you suggested and attempted to decrypt the files. But, once again, error.

decrypt fail.png
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Tue Dec 19, 2017 9:54 am

Hi Russell,

Since the index cannot be uploaded, the latest files will not be included and not be shown in restore page. We can try to decrypt the large files from the backed up data.

For decrypt wizard, did you download all files in "blocks" folder from One Drive? It seems there are some missing files which causes the message shown.

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Thu Dec 21, 2017 12:50 pm

ok, I tried again after One Drive finished syncing everything and it seemed to work. Now I am not sure what is wrong. On the select your files to be restored screen there is not a file tree to click on and select. all of the dates of the backups are appearing in the drop down menu but none of them give me anything to select. If I click next, it says No files were selected for restore.
restore 12 20.png
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Dec 27, 2017 11:38 am

Help?
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Wed Dec 27, 2017 5:41 pm

Hi Russell,

I tried to help you to decrypt the old files, which were backed up by v1.11.4.0, but it is still failed.

It only show the files of the backup job after CloudBacko Home is upgraded to v2.9.0.1.

Or could you please specify which backup job and which files you would like to restore?

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Thu Dec 28, 2017 12:19 am

I haven't performed any backups since I upgraded, which I only did after you instructed me to as a possible fix. I had nothing to backup since I lost my hard drive.

I need all of the files that are backed up in my One Drive by v1.11.4.0. Please tell me how to restore/decrypt those files. I have them copied from One Drive on a new local hard drive and when I try to restore/decrypt them, it does not let me select any files or folders as my screen shot shows above.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Sun Dec 31, 2017 11:24 pm

Please let me know how to access the next level of support. This is not working.
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Tue Jan 02, 2018 10:24 am

Hi Russell,

Could we schedule a teamviewer session again for trying to decrypt your data downloaded from OneDrive?

Please PM the TV info to me.

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Jan 03, 2018 10:36 pm

Sent you the info. I can be available tonight or tomorrow night. Please let me know when you will be available.
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Thu Jan 04, 2018 1:25 am

Hi Russell,

During remote session, I can list the files by decrypting your files in "E:\OneDrive\CloudBacko\1451363200736\blocks".

Could you please check?

Or the data of newer backup job cannot be shown?

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Sun Jan 07, 2018 12:08 am

It is still only showing the original backup, not the more recent files. Even though the drop down shows that backups were made through September of 2017. For example, the picture I posted on this original post at the top, shows a backup of an mp4 called spencer ranch that was performed on 8/27/2017. There should be a folder called d:\My Pictures\Mavic Pro. For at least a year, I was backing up my "D:\ drive" not the Wantland net storage drive that is showing from the original backup.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Fri Jan 12, 2018 11:14 am

Can we please schedule another remote session or can you offer some advice?
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Sun Jan 14, 2018 10:52 pm

Hi Russell,

We are now trying to writing a tool to decrypt the block data without index.

We will keep you updated.

Thanks.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Mon Jan 15, 2018 10:01 am

Thank you.
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Re: Restore not showing all of my backup[#19223]

Postby russellwantland » Wed Feb 14, 2018 11:26 am

Can you please give me an update?
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Re: Restore not showing all of my backup[#19223]

Postby carven.tsang » Wed Feb 14, 2018 12:02 pm

Hi Russell,

About the recovery case, I am sorry to inform you that we have confirmed the files in the related backup set cannot be recovered. During these one month of investigation, we have tried our best to use different methods to recover those files from that backup set without the index file, but unfortunately without success. This is because some of the information required to restore are available in the index files only and we are not able to recreate those information from client logs and/or from index files in previous snapshots. As mentioned previously, your CloudBacko is already upgraded to v2.9.0.1 currently, which is without this kind of problem and has the index backup in each backup job.

Thanks.
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