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Acronis cloud backup - Internal error in library. The stream may be corrupted.

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Started getting this error on April 2. Acronis keeps trying to start the backup and gives this error message. It looks like I can access backups made on or before April 2, so that is good news. Backups to my NAS and an internal HDD are working correctly. Backups of other system to Cloud working OK.

I suspect that the solution is to start a new backup task unless anyone can suggest a solution.

Ian

 

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#1

Hi Ian, not seen that particular error on my Cloud backups recently but may be worth sitting it out for a couple of days before starting off with a whole new backup.

I have seen similar errors in the past which have resolved themselves after a little while!

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#2

Thanks for this information Steve. Still getting the error and no backup. But backups to NAS and an internal HDD still working.

I wonder if it has anything to do with a continuous backup I set up recently - it backs up some of the user folders on my C drive. But why would it only interfere with cloud backups?

Ian

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#3

Hi Ian, it should be easy to test if your continuous backup is involved in this issue by just pausing or suspending it then kick off the cloud backup again.

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#4

Excellent suggestion Steve. It did occur to me to do so but I got distracted by other things. Will do so and report back.

Update: Unfortunately that did not fix the problem.

Ian

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#5

Ian, can you post the full ti_demon log as a zipped attachment for this error.

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#6

Steve, the log file is very short (see below):

6/04/2019 15:54:36 :148   +11:00 2304 I00000000: -----
6/04/2019 15:54:36 :148   +11:00 2304 I00000000: ATI Demon started. Version: 23.5.1.17750.
6/04/2019 15:54:36 :340   +11:00 2304 I00640002: Operation 1 VIDEOEDITING C Cloud started by schedule.
6/04/2019 15:54:42 :934   +11:00 2304 I013C0000: Operation: Backup
6/04/2019 15:54:42 :934   +11:00 2304 I013C0000: Backup type: hybrid (disk level)
6/04/2019 15:54:42 :936   +11:00 2304 I013C0000: Operation: Consolidation
6/04/2019 15:54:45 :664   +11:00 2304 E001703E8: Error 0x1703e8: Internal error in library. The stream may be corrupted.
| trace level: error
| line: 0x810873b0ba58a1f9
| file: c:\bs_hudson\workspace\790\archive\ver2\output_archive.cpp:940
| function: ArchiveApi::OutputArchive::PrepareMetadataToActualSize
| line: 0x810873b0ba58a1f9; c:\bs_hudson\workspace\790\archive\ver2\output_archive.cpp:940; ArchiveApi::OutputArchive::PrepareMetadataToActualSize
| $module: ti_demon_vs_17750
6/04/2019 15:54:45 :871   +11:00 2304 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bcec0
| file: c:\bs_hudson\workspace\790\products\imager\demon\main.cpp:714
| function: main
| line: 0x9f2c53c72e8bcec0; c:\bs_hudson\workspace\790\products\imager\demon\main.cpp:714; main
| $module: ti_demon_vs_17750
 

 

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#7

Ian, I did a quick search in the forums for the key words from your log and found the normal advice of basically blowing away the contents of the C:\ProgramData\Acronis\TrueImageHome\OnlineBackup folder to force this to be recreated and a new cloud certificate to be stored but no guarantee that this will resolve the issue.

Do you have any other cloud backup tasks, and if so, are they behaving correctly?

If not, perhaps create a small new cloud backup and test that this is not specific to your servers down-under?

I would definitely open a Support ticket for this issue, if only to get it logged along with a System Report and copy of the OnlineBackup folder (before any actions to clear / recreate it!).

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#8

Thanks for the suggestion Steve.

Created a new cloud backup on Thursday or Friday and it is working correctly. Will try the suggestion and report back.

Update:  unfortunately it did not fix the problem. Not critical as I have a replacement cloud backup and I can recover from the old cloud backup, just cant do new backups.

Ian

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#9

Ian, I've had similar behavior with Cloud backups and it's concerning to me that it's still happening to others too.  Although the content of your backup wasn't important, or too big to easily reproduce, the fact that it can (and does) happen at times, is a real bummer.  

I've had to bail on several cloud backups over the years for similar behavior.  In one instance, we did a lot of troubleshooting and higher support was able to get my data so that I could recover what was in the Cloud, but the back itself was not something that could be continued so I had to start a new one - this has happened twice with my 600GB picture library :(.

Just curious, but if you open the .tis file for the bad backup and a good backup (both cloud), do they both have the same (or expected) encryption?  In 2018, one of my scripts completely lost the encryption password and I manually copied the line from a working cloud backup (as it was the same on both of those particular ones) and it started working again!

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