Acronis - issues I have faced

COOLNETAU

We deployed to a client running a LOB app that is kind of old.

Acronis defaults to aggressive anti crypto locker defence.

so - be me,

install Acronis with defaults and watch as the Acronis sees an older binary and classifies it as ransomware.

It then proceeded to destroy the DBF files required by the application and lost all data

this was all while uploading the first backup to the cloud hosting.

so, no FULL BACKUP - although enough data was (possibly) uploaded to recover these files from early in the morning. - but no complete backup VERY IMPORTANT TO NOTE - so no full backup but several gigabytes on the acronis servers

We have historical backups from a few days back because we are not rubes, so the client is fine.

Where I have a problem.

Acronis should not be doing ANYTHING to a client machine until Acronis can prove they have a viable backup on their system from a point in time. WHY THE HECK DO YOU KILL A PROCESS AND REVERT (AKA ZERO OUT) data files?

Acronis support. it need a boot shoved up… well. you know where. - First guy was great, he understood the gravity of the situation and elevated to higher tier support. - PROMISED A CALL BACK WITHIN THE HOUR. No Callback as promised

subsequent email ignored for 12-18 hours and replied to with boilerplate "Oh I have determined that your issue is not important enough for tier 2, please read this crap that tells you nothing about your issue and I have de-escalated your ticket because it is not important" to paraphrase

subsequent "hey you misunderstand" emails get more boilerplate.

I do not recommend this company for anything mission critical.

I will be shouting this from the rooftops.

this is my second rooftop.

EDIT: for all the haters - muh "why did you test in prod?"

this is why I posted this. ENSURE YOU DO NOT USE ACRONIS DEFAULTS.

this is my meaculpa

no data was lost. viable backups were in place.

We is warning others to ensure they do not do what he did.

We is an overstreched dickhead who does way too much. for his clients.

but We does not have the luxury of dev/test/prod because he works in the real world with clients that cannot afford a dev/test/prod environment.

We works in the real world, not some corpo big money soul sucking shit hole