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klausaHNSource author
Lessons learnedExperience excerpt · English

I’m on my phone so forgive the formatting, but here’s my entire support exchange: - - - Hey, I …

I’m on my phone so forgive the formatting, but here’s my entire support exchange: - - - Hey, I tried restoring a file from my backup — downloading it directly didn't work, and creating a restore with it also failed – I got an email telling me contract y'all about it. Can you explain to me what happened here, and what can I do to get my file(s?) back? - - - Hi Jan, Thanks for writing in! I've reached out to our engineers regarding your restore, and I will get back to you as soon as I have an update. For now, I will keep the ticket open. - - - Hi Jan, Regarding the file itself - it was deleted back in 2022, but unfortunately, the deletion never got recorded properly, which made it seem like the file still existed. Thus, when you tried to restore it, the restoration failed, as the file doesn't actually exist anymore. In this case, it shouldn't have been shown in the first place. For that, I do apologize. As compensation, we've granted you 3 monthly backup credits which will apply on your next renewal. Please let me know if you have any further questions. …

Original discussionBackblaze has stopped backing up your data693 source comments · at import
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WI
willis936HN

Do you have any more details? This is a pretty big deal. The differentiators between Backblaze and Hetzner mostly boil down to this kind of thing supposedly not being possible.

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NO
notrealyme123HN

Thank you for sharing this. A non-persistent backup service is on the same level as a zombie-insurance provider.

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JE
jeremyjhHN

This reminds me of the Seinfeld riff on car rental reservations. Anyone can make a backup. The important part is holding the backup. If Backblaze doesn’t always do that then it is practically worthless to everyone.

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RI
rincebrainHN

This seems absurd from a company offering backups as a service. Especially if they allow them restoring all your data onto a drive and shipping it to you, they pretty clearly should have enough information available to them to test restorations of data, and the number of times I've heard that failure mode ("oh, we didn't track deletions well enough, so we only found out we deleted it when you tried restoring"), plus them saying they have made improvements to avoid this exact failure mode in newer client versions, makes me think they should have enough reports to investigate it. ...which makes me wonder if they did, and decided they would go bankrupt if they told people how much data they lost, so they decided to bet on people not trying restores on a lot of the lost data.

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