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Problem backing up to NAS (but not a credentials problem)

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For many months I've been taking an Entire PC backup of a laptop to a NAS drive.  Today  decided to change the backup scheme and schedule.  I ran into some kind of problem and decided I should delete the old backup definition - just the definition, not the files.  I then started running into

Writing full version to file: PUGET-128498 (Entire PC)_full_b1_s1_v1.tib
Error 0x1e50023: Please close the application that may currently use the file: \\MyBookLive2\Private\Puget-128498\PUGET-128498 (Entire PC)_full_b1_s1_v11.tib

There is no full_b1_s1_v11.tib file.  I've got no idea where that v11 is coming from, but the file doesn't exist.  Just to be safe I moved everything out of \\MyBookLive2\Private\Puget-128498.  That directory is now empty but I still get that error message.

I've tried different names for the backup definition and ATI dutifully puts the new name in the file name but still complains about the _v11.  What do I do now?  I've temporarily taken a backup to an external drive but that's not a real solution.

 

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Patrick, I recall that Bruno was reporting a possible bug with ATI looking for a _v11.tib file when no such file had ever existed.

See forum topic: One of my backups gives error when all should be OK where this is reported.

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Yes, that sounds very much like my problem although the circumstances are a bit different. I opened a support case and have been trying to communicate as much as I know but I am not sure how much attention is being paid to this.

Patrick, please open up this case with Acronis and reference the thread that Steve pointed to as well. Perhaps your environment will provide additional information. I am convinced it is a program bug.

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Yes, parts of my problem sound very similar.  Certain aspects sound like other old problems, too.  One of the symptoms I forgot to mention is that ATI prompts me for my Windows credentials towards the end of the definition process.  Something very similar is described in https://kb.acronis.com/content/58004#Issue_Enter_your_Windows_credentia… in the section "Issue: "Enter your Windows credentials" prompt is shown when accessing the NAS as mounted network drive in Windows".  The error describe is that ATI is asking for Windows credentials when it really wants the NAS credentials.  However

  • That was for ATI 2016.  I would think it would have been fixed by ATI 2018.
  • The NAS credentials are rejected with an error message.  It accepts the Windows credentials.  (I vaguely remember there is a way of providing the server name as part of the "Account name".  I'll give that a try.)

I will open a ticket with Acronis support about this but the problem is on my wife's laptop and I rarely have access to it for an extended debugging session.  I am not going to be able to have the support people use a remote connection to do their own debugging.  I'm probably going to take full backups with a competitor's product until this gets straightened out.

 

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Patrick, a few things...

1. Can you create an Acronis System Report so you'll have it for the case.

2. Is there any difference between running this backup manually or by schedule. In my case, running the backup manually always worked. All the failures were when it was automatically started on schedule.

3. At the suggestion of Acronis, I deleted the backup task. Then I added the latest existing backup as a new task and configured it like the other one. It seemed to work on the next schedule. Since my schedule only runs the task every other week I am still waiting for the next test.

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1. I have created the System Report.

2. I haven't tried a scheduled run yet.  It fails on the manual run.

3. I've deleted and entered a new task at least 4 times now.  I've also deleted the smb connection registry entries at least twice.

I'm considering deleting and reinstalling ATI but I'm not sure the uninstall process really cleans up everything.  (Some products' Uninstall process leaves registry entries around.)  However, I have a couple other backups defined - an unscheduled backup to an external drive and an FTP backup of some files.  I don't want to lose these successfully running backups.  (I'm paranoid.  The full backup to the NAS was working fine for months until I tried changing the schedule.)

Legend
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Patrick, don't forget the new backup option with ATI 2018 that will save your task configuration information in case you decide to uninstall / reinstall the application.

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Thanks Steve.  I hadn't noticed that option.   In fact, I can't find it.  I can see a "Clone Setting" option that creates a new, identical task but I doubt that's what you are referring to.  Is there an Export function?  I know it's been asked for but I haven't seen it.

I know I can take a copy of the script files before deleting the product.  Hmm. That means I can retrieve the old backup task (that worked) from a previous backup but I suspect the problem is in the registry records rather than in the backup script itself.  But I'll give it a try.

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Patrick, the new option is on the Settings page (gear cog icon) and shown at the bottom of that page as 'Backup settings transfer' with 2 buttons below, one for Import, the other to Save the settings (from / to a zipped file).

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To my great surprise, I copied the old script from a backup and it works - it's currently running.  (I was obviously wrong about the credential registry records being involved in the problem.)  So now I'm back where I was 2 days ago - with a backup task that needs changing.  I'll start a new thread about what to do next.

 

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Hello Patrick,

Could you send us a feedback from the product and check the box "attach a system report" (do not attach the report manually - it will be rejected due to large size)? I'll pass the logs to the developers. Thank you! 

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Hello Ekaterina,

Several days ago I produce a fairly concise test scenario showing what worked and what failed.  If I can find logs corresponding to those tests I'll generate the system report and mention which log entries are part of the test.  If I cannot locate the logs I will try to reproduce the test and include comments in the tests.

I started another thread on the forum that is actually a continuation of the problem:
https://forum.acronis.com/forum/acronis-true-image-2018-forum/how-safel…
Much of the diagnosis for this problem is mentioned in that thread, but it is buried in a lengthy thread.  8 days ago I submitted a problem report to Acronis support and got an automated saying new case 03305545 had been created but I've heard nothing further from support.  Since then I've done diagnostic work including reproducing the problem on two other computers.

In addition, Bruno C. has done a good job of gathering information on problems sharing some symptoms I experienced:
https://forum.acronis.com/forum/acronis-true-image-2018-forum/mysteriou…

 

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Hah!  I've found something.  In thread
https://forum.acronis.com/forum/acronis-true-image-2018-forum/how-safel…
I said "

...  my backups fail it the task definition includes

  1. a full partition source - either Entire PC or Disk and partitions
  2. destination on a NAS
  3. a pre/post-execution command.

Well, in every one of those failures I see something like"

3/25/2018 7:44:35 PM: -08:00 9512 I000B03F0: Create Backup Archive From: To file: \\MyBookLive2\Private\Puget-116877\Test\Test.tib Compression: Normal

Note that the From: field is blank.  Something has wiped out the source specification.

This isn't particularly useful information except for diagnosis.  Changing the source wipes out all the options including the pre/post command so the source cannot be changed after setting the command.

In reply to by Ekaterina

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Ekaterina,

I sent a feedback with "attach a system report"  checked but it did not ask me for the report.
I'll try again, manually attaching the report to the feedback (even though you told me not to).

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Patrick, big thank you for cooperation! Don't worry - the archive is in fact attached, it is being collected in the background when you check "attach a system report". 

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Good find Patrick!

We'll see what Support finds sounds like!