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http://community.mozy.com/t5/Restores/Files-Missing-From-Compressed-Archive/td-p/93533

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cyberjew
Student
(0)
Solved (Go to Solution)

Files Missing From Compressed Archive

I created a job to download a directory from within a backup and and selected the "Compressed Archive" option. When I download the multi-part set (4 files) and extract them, many files and folders are missing!

 

I am in the process of using the restore tool to restore the same directory and the files/folders that were missing from the compressed archive are in the restore manager folder!!!

 

I've tried extracting the archive using multiple tools on 3 different computers...one Windows, one Mac and one Linux and get the same result!

 

Both the compressed archive job and the restore manager job show 82.08 GB and 34092 files. Why would the compressed archive not include all of the data?

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ScottS1
Moderator
(182)

Re: Files Missing From Compressed Archive

@cyberjew

 

This is a known bug. We are attempting to roll out features for restores in the future. However, some accounts will show additional folders that have nothing in them simply because the directories are not within the retention period. Those folders shouldn't be showing and we are aware of this.

 

My suggestion would be to create a restore with a more recent date and browse through your folder selection and eliminate the folders in question. I have tagged your account with an existing bug ticket. This issue is under review.

 

I sincerely apologize for the inconvenience. Please follow my suggestion above and post any additional questions or concerns you may have.


Regards,

 

Scott

Mozy Forum Moderator

cyberjew
Student
(0)

Re: Files Missing From Compressed Archive

Forgive me Scott...I appreciate you're disclosure of a known bug...but I still don't buy it.

 

I created two separate restore jobs for the same directory in the same backup set:

 

1. Archive Package - 82.08 GB - 34092 files
2. Restore Manager - 82.08 GB - 34092 files

 

When I download the archive package(s) and extract them, I only show a subset of the 34092 files. However when I use Restore Manager, so far it looks like I'm getting much of the data that was omitted during the compressed archive restore.

I would still have to believe that, if Mozy is able to identify and flag the same number of files for both archive-based and Restore Manager-based restores, that the data that gets restored is identical.

 

What's truly bizarre is that the sum of the size of the 4 compressed archive files I downloaded is roughly equal to the 82.08 GB of data. Since much of the data that is being restored is already highly compressed (images & video), I don't anticipate a high compression ratio.

 

The size of the 4 compressed archive files that make up the dataset:

 

23691643 KB
23455187 KB
23475012 KB
15507055 KB

 

Total = 86128897 KB -> 80.214 GB

 

After extracting these files, the following is the result:

 

Size: **Removed** KB > 22.5 GB (80.214 GB - 22.5 GB = 57.714 GB MISSING)
Number of files: 1977 (34092 detected - 1977 restored = 32115 FILES MISSING)
Number of folders: 83

 

Conversely, with the Mozy Restore Manager job that's _STILL_ running, as of this moment there's been 62.52 GB restored (12105 files).

 

So where's the phantom data? How can 4 files that total 80.214 GB equal 22.5 GB of data upon extraction???!!! Sadly I'm not provided with MD5 checksums for the original files such that I can determine if the files were corrupted in any way on the transfer as Mozy doesn't provide that information.

 

Also...why am I getting a better response and a far superior response time than working through the standard support system?

It seems to me that this case is a bit advanced for the entry level support engineer I am working with. I would like this matter to be escalated. Could you please assist with this?

 

As it stands my restore job for 82 GB of data has been running for 5+ days and responses I've been getting leave a lot to be desired.

0 Reps
ScottS1
Moderator
(182)

Re: Files Missing From Compressed Archive

@cyberjew

 

I see that you are currently working with Lizzie regarding this issue. She appears to have generated a case for you. Please continue to work with her regarding this issue. Unless you had questions I can address for you? It appears she is needing logs and so forth to help you. But if you have additional questions, by all means let us know.

 

Would you prefer that I take the case and escalate this up to our restore specialists? If so, please capture the logs by:

 

- Shift + Right-clicking the Mozy logo

- Collect log files for support

- Attach them to the case in question

- Log into https://support.mozy.com

- Click on My Support

- Click on the existing case in Lizzie's name

- Attach the logs there

 

Let me know if you would like for me to proceed and I can take the case.

 

Regards,

 

Scott

Mozy Forum Moderator

0 Reps
JaredG
Moderator
(825)

Re: Files Missing From Compressed Archive

@cyberjew

 

Just checking in.  Please post any updates that you might have and or any other questions or comments.

 

Thank you,

Jared
Mozy Support
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cyberjew
Student
(0)
Solution

Re: Files Missing From Compressed Archive

Actually I allowed the Mozy Restore Manager to continue running. It prevented me from shutting down my computer for almost 6 days, but I made the sacrifice because the folder I was restoring was very important. All the while, the CPU utilization on my Mac went up and down...up and down causing the fan to kick into gear to handle the additional heat. I love all the wear-and-tear a backup/restore solution can put on my computer! <sarcasm>

Since that folder finished restoring, I've been manually restoring other folders a little bit at a time since I don't have any faith in the integrity of the compressed archives.

 

Unfortunately I don't have the time or patience to get support exclusively via e-mail/chat/communities. I already asked the support engineer I was working with to close the ticket.

 

I'm almost done! Once I'm finished, I will be closing my account and have already started a new account with a competitor. Their software is really great and I've tested backups and restores of a couple of computers that have passed with flying colors.

 

Thanks for your assistance.

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