15484: The process cannot access the file because another process has locked a portion of the file

5 replies [Last post]
Ken Brown
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Joined: 2009-11-09
Posts: 9

Hello Acronis B&R experts,

Summary of problem:

We have a scheduled job to backup a workstation's Outlook 2010 files (outlook.pst, etc). The backup job often fails and I receive the messages listed below (via email). It seems that Acronis cannot backup Outlook files if Outlook2010 is left open.

Questions: 

1. Is there a way to instruct Acronis B&R 10 to backup open/locked files?

2. Can anyone point me to "best practice" methods for backing up Outlook 2010 files?

Tech details: 

Windows 7 (32 bit) & Office 2010 Professional - all to current patch levels

B&R 10 (build 12457)

Acronis messages from failed backup job: 

Operation is waiting for user interaction.
Description:
Information: Failed to back up file or folder 'C:\Users\ABC\AppData\Local\Microsoft\Outlook\archive1.pst'.
Details: Error occurred while reading the file.

    Error code: 0x40001
    Tag: 0xFBA06F330018D8BF
Failed to back up the file (folder).

    Error code: 0x40019
    Path = "\\?\C:\Users\ABC\AppData\Local\Microsoft\Outlook\archive1.pst",
    Hints = 1 (0x1)
    Tag: 0xA8A1022BD18AE2BA
The process cannot access the file because another process has locked a portion of the file

    Error code: 0xFFF0
    code = 2,147,942,433 (0x80070021)
    Tag: 0xBD28FDBD64EDB8BC


Any and all pointers would be most welcome.

Thanks!

Anton
Anton's picture
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Joined: 2009-04-01
Posts: 4897

Hello Ken,

Thank you for posting. I will definitely help you.

We have an option that will allow us to force the snapshot during backup creation. This way, there are more chances of an open file to be backed up. We do not have a best practice to backup Outlook files, but I suggest to try the following workaround.

I can recommend to enable 2 additional backup options and see if the issue persists. These two options will allow us to bypass the error that you are getting.

Please check the 2 screenshots attached to my post for additional information. To enable those options, in the backup plan creation wizard please navigate to Backup options->Settings and click on Change.

After that please select file-level backup snapshot and then error handling and select the options that I have highlighted.

If none of this helps, please collect this report and contact our Support team so that we can investigate and troubleshoot this issue. I am sure that we will be able to resolve it.

If you have additional questions, please let me know.

Thank you.

AttachmentSize
file_level.jpg 75.94 KB
error_handling.jpg 71.42 KB
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Anton Deev

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Ken Brown
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Beginner
Joined: 2009-11-09
Posts: 9

Thank you for the reply.

Last night's backup failed with a different set of error messages:

-----------------
Log Entry Details
------------------
Type:          Error
Date and time: 21/10/2010 12:36:42 PM
Backup plan:   Outlook-Backup-JRD
Task:          Incremental backup
Code:          11,863,304(0xB50508)
Module:        181
Owner:         ABC
Message:      
  Task 'Incremental backup' failed: 'Failed to process the request.
Additional info:
--------------------
Error code: 1
Module: 173
LineInfo: f0cca54483be1f07
Fields:
Message: Failed to process the request.
--------------------
Error code: 3
Module: 174
LineInfo: 4a62d31a8b629362
Fields:
Message: Error: An underlying layer has disconnected from the peer.
--------------------'.
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x00AD0001+0x00AE0003
----------------------------------

I have no idea what this means or how to deal with it.  I made NO changes since my initial post.

After reading your replay I edited the job and followed your recommendations:

a) set File-level backup snapshot to "Always created a snapshot" (see file-level-backup-snapshot.jpg)

b) set Error Handling so also "Do not show messages and dialogues while processing (silent mode)" (see error-handling-option.jpg)

I do notice that when a job is edited and saved its history disappears and effectively this is a new job - but this is a diversion from the main problem.

Anyhow, we'll see how the backup goes after having changed the options you noted.  It may take me a few days as I'm out of the office.

AttachmentSize
file-level-backup-snapshot.jpg 106.68 KB
error-handling-option.jpg 104.15 KB
Ken Brown
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Joined: 2009-11-09
Posts: 9

Modified job failed!

The first scheduled run of the job after the above modifications, failed.  Here is the email it sent me:

1    Information    22/10/2010 12:00:02 AM    Priority changed to Low.
2    Information    22/10/2010 12:00:03 AM    Analyzing partition '0-0'...
3    Information    22/10/2010 12:00:03 AM    Analyzing partition '1-1'...
4    Information    22/10/2010 12:00:03 AM    Analyzing partition 'C:'...
5    Information    22/10/2010 12:00:03 AM    Analyzing partition '0-0'...
6    Information    22/10/2010 12:00:04 AM    Analyzing partition 'D:'...
7    Information    22/10/2010 12:00:04 AM    Analyzing partition '2-5'...
8    Information    22/10/2010 12:00:04 AM    Analyzing partition '0-0'...
9    Information    22/10/2010 12:00:04 AM    Analyzing partition 'G:'...
10    Information    22/10/2010 12:00:04 AM    Create Incremental Backup
From:    C:\users\ABC\appdata\local\microsoft\outlook\archive.pst...
To file:    "file:D:\acronis-backups\Outlook\Outlook-Backup-JRD_2010_09_08_02_00_03_705F4.TIB"
Compression:    Normal
Exclude:    Files matching mask
Match criterion:    C:\Users\ABC\AppData\Local\Temp\acr950A.tmp,

11    Error    22/10/2010 12:00:04 AM    Failed to back up file or folder 'C:\Users\ABC\AppData\Local\Microsoft\Outlook\archive1.pst'.
Error occurred while reading the file.

    Error code: 0x40001
    Tag: 0xFBA06F330018D8BF
Failed to back up the file (folder).

    Error code: 0x40019
    Path = "\\?\C:\Users\ABC\AppData\Local\Microsoft\Outlook\archive1.pst",
    Hints = 1 (0x1)
    Tag: 0xA8A1022BD18AE2BA
The process cannot access the file because another process has locked a portion of the file

    Error code: 0xFFF0
    code = 2,147,942,433 (0x80070021)
    Tag: 0xBD28FDBD64EDB8BC
12    Error    22/10/2010 12:00:05 AM    Unknown error occurred while backing up.
Error occurred while reading the file.

    Error code: 0x40001
    Tag: 0xFBA06F330018D8BF
Failed to back up the file (folder).

    Error code: 0x40019
    Path = "\\?\C:\Users\ABC\AppData\Local\Microsoft\Outlook\archive1.pst",
    Hints = 1 (0x1)
    Tag: 0xA8A1022BD18AE2BA
The process cannot access the file because another process has locked a portion of the file

    Error code: 0xFFF0
    code = 2,147,942,433 (0x80070021)
    Tag: 0xBD28FDBD64EDB8BC
Task 'Incremental backup' has failed on machine 'Desktop-13.ABC-Domain.local'.

Ken Brown
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Beginner
Joined: 2009-11-09
Posts: 9

The backup consistently fails with the error messages below.

I would be grateful for any assistance leading to a successful backup or the user's Outlook files.

Job messages:

1 Information 25/10/2010 12:00:05 AM Priority changed to Low.
2 Information 25/10/2010 12:00:05 AM Analyzing partition '0-0'...
3 Information 25/10/2010 12:00:06 AM Analyzing partition '1-1'...
4 Information 25/10/2010 12:00:06 AM Analyzing partition 'C:'...
5 Information 25/10/2010 12:00:06 AM Analyzing partition '0-0'...
6 Information 25/10/2010 12:00:07 AM Analyzing partition 'D:'...
7 Information 25/10/2010 12:00:07 AM Analyzing partition '2-5'...
8 Information 25/10/2010 12:00:07 AM Analyzing partition '0-0'...
9 Information 25/10/2010 12:00:07 AM Analyzing partition 'G:'...
10 Information 25/10/2010 12:00:07 AM Create Incremental Backup
From: C:\users\ABC\appdata\local\microsoft\outlook\archive.pst...
To file: "file:D:\acronis-backups\Outlook\Outlook-Backup-JRD_2010_09_08_02_00_03_705F5.TIB"
Compression: Normal
Exclude: Files matching mask
Match criterion: C:\Users\ABC\AppData\Local\Temp\acr9856.tmp,

11 Error 25/10/2010 12:00:07 AM Failed to back up file or folder 'C:\Users\ABC\AppData\Local\Microsoft\Outlook\archive1.pst'.
Error occurred while reading the file.

Error code: 0x40001
Tag: 0xFBA06F330018D8BF
Failed to back up the file (folder).

Error code: 0x40019
Path = "\\?\C:\Users\ABC\AppData\Local\Microsoft\Outlook\archive1.pst",
Hints = 1 (0x1)
Tag: 0xA8A1022BD18AE2BA
The process cannot access the file because another process has locked a portion of the file

Error code: 0xFFF0
code = 2,147,942,433 (0x80070021)
Tag: 0xBD28FDBD64EDB8BC
12 Error 25/10/2010 12:00:08 AM Unknown error occurred while backing up.
Error occurred while reading the file.

Error code: 0x40001
Tag: 0xFBA06F330018D8BF
Failed to back up the file (folder).

Error code: 0x40019
Path = "\\?\C:\Users\ABC\AppData\Local\Microsoft\Outlook\archive1.pst",
Hints = 1 (0x1)
Tag: 0xA8A1022BD18AE2BA
The process cannot access the file because another process has locked a portion of the file

Error code: 0xFFF0
code = 2,147,942,433 (0x80070021)
Tag: 0xBD28FDBD64EDB8BC
Task 'Incremental backup' has failed on machine 'Desktop-13.ABC-Domain.local'.

Ken Brown
Offline
Beginner
Joined: 2009-11-09
Posts: 9

THE PROBLEM IS WITH ACRONIS PRODUCT

THERE IS NO SOLUTION - ONLY WORKAROUNDS

After numerous exchanges with Acronis technical support it turns out that Acronis Backup and Recovery is NOT able to backup Outlook 2010 PST files if the file is open (eg: Outlook is running).  Here's what they post in Acronis Knowledgebase Article 16129: Acronis Backup & Recovery 10: Backup of PST File Fails with "This file or folder is locked by the following process":

  Symptoms

  1. You create a backup task to back up PST file of your Microsoft Outlook E-mail;
  2. In Backup options -> File-level backup snapshot you select Create a snapshot if possible or Always create a snapshot:
  3. Microsoft Outlook is running when backup task runs. Backup fails with an error message similar to the following one:

  Failed to back up file or folder. This file or folder is locked by the following process: C:\PROGRA~1\MICROS~2\Office12\OUTLOOK.EXE. Please stop the process and click "Retry" to make another attempt to back up.

  Cause

  Issue in the product. Acronis Backup & Recovery 10 cannot create snapshot of the file in use.

In the solutions section of this article is is suggested that if you create a backup plan by selecting the folder containing the PST file rather than selecting the PST file itself then Acronis will backup an open PST file.  I believe this is wrong and is not in fact a solution. In my case I have NEVER selected the PST file but rather the folder containing the PST file and the backup will always fail if Outlook is open.

My Solution/Workaround:

Part of what I wanted to accomplish was to have the PST file backed up without the user having to remember to shutdown Outlook before leaving work.  Because of the limitation of Acronis B&R I cannot accomplish this.  I had to accept that to backup a PST file the user had to be involved.  But I  wanted to make it as easy as possible for the user and (hopefully) not force the user to use the Acronis GUI but rather just click an icon.

So I created a desktop shortcut that runs a script that prompts the user to shutdown Outlook and after the user confirms Outlook is shutdown the script runs a particular backup plan.  Not elegant but it does the trick and I'm sure there are ways to enhance this. (eg: I could set the Backup Plan to send an email to the user so they know the process has been completed).

I ask the users to run this once a week before they leave work, that way they won't open Outlook when the backup is running. When the backup is running the Acronis icon appears in the taskbar. If you want to see the progress of the job, then you have to open the GUI and navigate to the appropriate location. 

If you are interested in this take a look at Acronis Knowledgebase Article 8111: Acronis Backup & Recovery 10: Running a Backup Task via a Shortcut.

And here is the script that I created, saved in a specific location and created a desktop shortcut that fires up the script;

@echo off
:: ------------------------
:: Start-Acronis-Outlook-Backup.cmd
:: To start an Acronis Backup Plan without opening Acronis GUI
:: Modified: December 21, 2010
:: ------------------------
cls
COLOR 27
echo Continuing will start Acronis to backup you Outlook files.
echo.
echo ****** PLEASE CLOSE "OUTLOOK" AND "NEO PRO"  ******
echo          then press ENTER to continue...
echo.
echo If you want to quit press "Ctrl-C" and when you see
echo "Terminate batch job (Y/N)?" press "y" followed by ENTER
echo.
:: trick to suppress normal message issued by "pause"
pause > nul
set BackupDir=D:\Acronis-Backups\Outlook
:: Here's the work for Acronis
:: Remember to confirm ID & SO in the actual Acronis backup plan as their values can be changed
:: from what is stated in http://kb.acronis.com/content/8111
eventcreate /T Information /ID 1 /L Application /D Backup-Start /SO AcronisScript
:: open explorere at the Backup Directory
call %SystemRoot%\explorer.exe /e,/root,%BackupDir%
:: Clear Variables
set BackupDir=
:EOF

Best regards...