Backups not running - Windows 10 Creators Fall Update (1709)

Michael, try reselecting your Source and Destination locations for your Backup Task and it should kick back into life again.

Also recommend to download / use the MVP Log Viewer tool which will allow you to look at the actual messages ATI writes in the log files for your backup task(s) - link via Community Tools or the MVP User Tools in the Useful Links section of the forum page.

Yes, do as Steve suggests - I had one backup task that had this issue and the procedure fixed it.

Ian

Thanks - I tried remapping the drives (to the same ones) but that didn't help. Do you mean the "FtrPilots Log Viewer v2.2? I downloaded it and it simply says "Data File Is Corrupted" for the whole list of log files. I'm logging off now - will try again tomorrow or Monday.

Michael...please post a couple of the ti_demon log files to this thread.  I will download and see why the log viewer won't read them.  Thanks.

Also, take a look at the following thread:

https://forum.acronis.com/forum/acronis-true-image-2017-forum/backup-lo…

It appears that a Windows update can change the drive signature.

Michael,

I had the same message when I used an older version of the Log Viewer.  I believe it was named V2.2 in my Downloads folder.  The version I recently used was: MVP Log Viewer.exe and when, it starts you should see V1.24 as the version.  At least that is the current version I have.

Gary

Randy, the version 2.2 zip for the MVP Log Viewer linked in the Google Drive folder also gives me a 'corrupted file' message when I run it, but your other versions are fine!

The version linked via the Community Tools KB - version 2.1 is working OK, so looks like the one on Google Drive needs to be updated!

Steve,  The 2.2 on Google Drive is the old, original log viewer.  Google drive needs to be updated with 2.1 that is contained in community tools.

Thanks.

Michael & Gary.  For the latest version of the Log Viewer, please use Steve's link to version 2.1 above.

Randy, I think that we will need Bobbo / Rob to upload the new version of the Log Viewer to the Google Drive location - I do not have authority to do so.

Thanks Steve...I'll get in touch with Bobbo...

Thanks again. I've used MVP Log Viewer v 2.10 and the error message is

07/12/2017 18:17:21: Writing full version to file: Samsung SSD 840 EVO 250GB_full_b51_s1_v1.tib

07/12/2017 18:17:21: Error 0x1e50023: Cannot access the path: F:\Acronis Backups\Samsung SSD 840 EVO 250GB_full_b51_s1_v11.tib

07/12/2017 18:17:51: Error 0x1e50023: Reattempting the operation. Error: Cannot access the path: F:\Acronis Backups\Samsung SSD 840 EVO 250GB_full_b51_s1_v11.tib.
 

Note it is looking for a file called ...s1_v11.tib (which doesn't exist) - but the first message mentions a different file, ...s1_v1.tib - which does exist and is the most recent successful backup. The v1 file validates successfully.

I can probably fix this by starting with a new backup name. But can anyone suggest what's happened here?

Michael, my first suggestion would be to run a Validation for your backup task to see if that throws up any errors?

The file name: Samsung SSD 840 EVO 250GB_full_b51_s1_v11.tib would suggest that you may have set a maximum size at which to split the backup files on the Advanced Options page for your task, and the task is being split to give v1, v2, v3..... v11 files which are all part of one large image.

See the ATI 2018 User Guide: Backup splitting 

(apologies if this is duplicated - I thought I'd posted but I can't see it!)

Thanks again for your prompt reply Steve. I don't think it's splitting as I've not set that up. I cloned the original backup and removed the old one. Now all seems well again. Something must have messed ATI up.

Michael, glad to hear that cloning the task looks to have resolved the problem here, thanks for the feedback.

Well, after a few days when backups ran okay, it's stopped working again. When I click on "Back up now" there is nothing. No response, no new log files visible in MVP Log Viewer.

I found a file called C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console\ti_console.0.log that includes messages such as

2017-12-14 19:17:51:779 5612 E01900002: Error 0x1900002: No Internet connection.

but I do have Internet connectivity (otherwise you wouldn't be reading this!)

and in ...\ti_monitor\ti_monitor.0.log I get

2017-12-14 19:01:40:660 12684 E00000000: Unable to update license notifications for LicenseCheckOperation

I tried restarting Windows too.

Michael, have you checked the Account page in the ATI GUI to confirm that this shows that you are signed in with your Acronis Account credentials and that the product is showing as being Activated?

One of the messages that I see in the Console log states:  License activator. License activated

I wonder if ATI is acting as if it is a trial version which has expired where no backup is allowed, only restore?

If you haven't already opened a Support Case for this issue, I would recommend doing so.

Thanks again for a swift reply Steve. It seems to be activated ok. I'll raise a support ticket and report back.

I have been offered an upgrade to ATI 2018 as ATI 2017 does not officially support Windows 10 Creators Update or Fall Creators Update. I've installed it and it's working. Time will tell if the problems have completely gone.

Michael, who has told you that ATI 2017 does not officially support Windows 10 Creators / Fall Creators Update versions (1703 / 1709)?

I had / have ATI 2017 working fine on both these Windows 10 versions - was on 1703 now on 1709.

Glad that you have been offered the upgrade to ATI 2018.

It was in the email from customerservice@acronis.com. To quote from the email,

"Acronis True Image 2017 does not support Windows 10 build 1709 Fall Creators Update. 

For more information, please refer: https://www.acronis.com/en-us/support/documentation/ATI2017/#37652.html

Our latest product i.e. Acronis True Image 2018 does support Windows 10 build 1709 Fall Creators Update: https://www.acronis.com/en-us/support/documentation/ATI2018/#40808.html"

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Michael,

I found the following in the Knowledge Base.  It doesn't mention the Fall update, but states that ATI 2017 and 2016 at certain build levels are compatible with Windows 10 Creators.

https://kb.acronis.com/content/59672

I'm glad they offered the free upgrade to 2018.  I have been using 2017 with the Fall update since the beginning of Dec, and have only experienced a drive signature problem that was most likely not caused by ATI.

I think Acronis has to correct/update their documentation concerning Windows 10 compatibility.

Michael, please reply to the tech support person who told you that ATI 2017 does not support Windows 10 Creators or Fall Creators update versions to actually read the documentation page that they are referring you to, which states very clearly: 

• Windows 10 (all editions)  (are supported).

Gary, thanks for posting the link to the KB document confirming this support!

I am reviving this old thread to see if there was any resolution because there seems to be an infrequent problem affecting a few users where the log entries indicate an error accessing a file ending in _v11.tib instead of _v1.tib (as seen in Michaels post above). I see now that the bug may be in ATI 2017 as well as ATI 2018.

Any resolution here?