Direkt zum Inhalt

Backups are constantly failing! :-(

Thread needs solution
Beginner
Beiträge: 1
Kommentare: 1

I discovered that we are having issues with out backups and have not gotten a good backup since 3/18. I have been working on this for about 3 hours now and cannot get the backups to start up again. Any suggestions?

--------------------
Log Entry Details
--------------------
Type: Error
Date and time: 3/22/2012 12:09:45 AM
Backup plan: Daily Backup
Task: Incremental backup
Code: 20,250,685(0x135003D)
Module: 309
Owner:
Message:
Command 'Backing up' has failed.
Additional info:
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c94f4
Fields: $module : service_process_vs
Message: Command 'Backing up' has failed.
--------------------
Error code: 3
Module: 329
LineInfo: 1cd98aae889424f9
Fields: $module : disk_bundle_vs
Message: Backup has failed.
--------------------
Error code: 1060
Module: 1
LineInfo: 145a191bfe9050bf
Fields: $module : disk_bundle_vs
Message: No operation for executing.
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x0135003D+0x01490003+0x00010424

--------------------

0 Users found this helpful
Beginner
Beiträge: 0
Kommentare: 3

The same for me. BR11 Build 11.0.17437, two days old!

Here the german version:

--------------------
Details
--------------------
Typ: Fehler
Datum und Zeit: 22.03.2012 23:30:07
Backup-Plan: Tägliches Backup
Task: Tägliches Backup
Typ der verwalteten Einheit: Virtuelle Maschine
Verwaltete Einheit:
Maschine:
Code: 20'250'685(0x135003D)
Modul: 309
Besitzer:
Nachricht:
Befehl 'Backup' ist fehlgeschlagen.
Zusätzliche Info:
--------------------
Fehlercode: 61
Module: 309
LineInfo: 4a8728dc8a1c94f4
Felder: $module : service_process_vs
Nachricht: Befehl 'Backup' ist fehlgeschlagen.
--------------------
Fehlercode: 32834
Module: 114
LineInfo: c35c04057128fd8f
Felder: $module : disk_bundle_vs
Nachricht: 'Virtuelle Maschine'-Backup fehlgeschlagen.
--------------------
Fehlercode: 32853
Module: 114
LineInfo: c35c04057128fdd0
Felder: $module : disk_bundle_vs
Nachricht: Es wurden nicht alle virtuellen Maschinen per Backup gesichert.
--------------------
Fehlercode: 32852
Module: 114
LineInfo: c35c04057128fe19
Felder: $module : disk_bundle_vs
Nachricht: Backup der virtuellen Maschine 'xxxxxxx' fehlgeschlagen.
--------------------
Fehlercode: 640
Module: 64
LineInfo: a1d3981537c686fd
Felder: IsReturnCode : 1, $module : disk_bundle_vs
Nachricht: Öffnen des Verzeichnisses der Metadaten fehlgeschlagen.
--------------------
Fehlercode: 640
Module: 64
LineInfo: a1d3981537c686fd
Felder: IsReturnCode : 1, $module : disk_bundle_vs
Nachricht: Öffnen des Verzeichnisses der Metadaten fehlgeschlagen.
--------------------
Fehlercode: 640
Module: 64
LineInfo: a1d3981537c686fd
Felder: $module : disk_bundle_vs
Nachricht: Öffnen des Verzeichnisses der Metadaten fehlgeschlagen.
--------------------
Fehlercode: 36
Module: 64
LineInfo: 97675718d2b52ce4
Felder: path : schulenrisch.local\Administrator, $module : disk_bundle_vs
Nachricht: Einstellen der Anmeldedaten für den Backup-Speicherort fehlgeschlagen.
--------------------
Fehlercode: 20
Module: 4
LineInfo: bd01591c540a140b
Felder: function : WNetAddConnection3W, $module : disk_bundle_vs
Nachricht: Zugriff auf die Datei verweigert.
--------------------
Fehlercode: 65520
Module: 0
LineInfo: bd28fdbd64edb8e0
Felder: code : 2147943726, $module : disk_bundle_vs
Nachricht: Anmeldung fehlgeschlagen: unbekannter Benutzername oder falsches Kennwort
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode

Ereignis-Code: 0x0135003D+0x00728042+0x00728055+0x00728054+0x00400280+0x00400280+0x00400280+0x00400024+0x00040014+0x0000FFF0+0x8007052E

--------------------

Whithout changing anything, it is possible the the same job succeeds the next day!!!

Beginner
Beiträge: 1
Kommentare: 1

My issue started before I even updated. We have gone a week without a backup during TAX SEASON! I am about to die! Still getting the same errors. Have tried setting up a new backup but still failing.

Beginner
Beiträge: 0
Kommentare: 4

Try reenter your license key. Worked for me.

Beginner
Beiträge: 7
Kommentare: 15

Getting the same problem here since upgrading to 17437.

I've tried the above suggestion of re-entering the key as although Acronis had imported it, it wasn't applied to any of the agents. unfortunately this didn't fix anything and I still get the disk_bundle_vs errors. Since upgrading I have tried also recreating the backup job from scratch... Here is the log.

6 Information 26/03/2012 19:51:27 Locking partition 0-0...
7 Information 26/03/2012 19:51:27 Failed to create the volume snapshot.
Additional info:
--------------------
Error code: 50247
Module: 16
LineInfo: 14181c22ef45b0b8
Fields: $module : disk_bundle_vs
Message: Failed to create the volume snapshot.
--------------------
Error code: 9
Module: 0
LineInfo: 2aacb7b2ab852ac
Fields: code : 50, $module : disk_bundle_vs
Message: Unknown status.
--------------------
Error code: 65520
Module: 0
LineInfo: bd28fdbd64edb8e0
Fields: code : 2147942450, $module : disk_bundle_vs
Message: The request is not supported
--------------------
8 Information 26/03/2012 19:51:27 Failed to take a VSS snapshot.
Additional info:
--------------------
Error code: 716
Module: 64
LineInfo: fdc1cbdf2c23342f
Fields: $module : disk_bundle_vs
Message: Failed to take a VSS snapshot.
--------------------

Beginner
Beiträge: 0
Kommentare: 4

HI David,

try to change the vss method. Normaly acronis use automatic mode as snapshot provider.

Hope this will work.

Good luck :)

Stephan

Beginner
Beiträge: 7
Kommentare: 15

Acronis now uses 'Software - System Provider' as default and not Automatic. This was changed by Acronis a few updates ago (17311 I think) to try and fix other VSS issues!

Forum Star
Beiträge: 88
Kommentare: 4769

Hello everyone,

Thank you very much for your posts.

I am very sorry for the issues that you have experienced. Most likely these are different problems which need to be investigated. I would really appreciate if you could collect the following report from the problem machine and contact our Support team directly.

If you have additional questions about your cases feel free to contact me directly.

Thank you.

Beginner
Beiträge: 0
Kommentare: 1

I was getting similar errors with my tape backups after upgrading, then I recreated my backups from the ground up by recreating the vault, tape pool, and backup plan and it seems to be working.

Beginner
Beiträge: 0
Kommentare: 2

Hi, same problem.

LAst Update 17437 loaded+installed on 3.April 12, same errors anyway.
We have SSD and a SATA Drive and store on iSCSI NAS .
Are there any solutions or updates in near future ?

Thanks

Forum Member
Beiträge: 1
Kommentare: 70

Harald, above your post i can see 3 totally different errors (2nd network authentication, 3rd failed snapshot).
So i'd strongly suggest to contact support directly with your error details.

Beginner
Beiträge: 3
Kommentare: 3

I've same problem after updated.

Look at this:

http://forum.acronis.com/forum/31656#comment-98537

It seems to be a bug?!

Anyone has solved this issue?

Which you set to:

VSS provider (snapshot provider)?
Simultaneous VM backups?

Beginner
Beiträge: 0
Kommentare: 1

Backup is not working, I am getting bellow problem. (log file)

--------------------
Log Entry Details
--------------------
Type: Error
Date and time: 3/22/2012 12:09:45 AM
Backup plan: Daily Backup
Task: Incremental backup
Code: 20,250,685(0x135003D)
Module: 309
Owner:
Message:
Command 'Backing up' has failed.
Additional info:
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c94f4
Fields: $module : service_process_vs
Message: Command 'Backing up' has failed.
--------------------
Error code: 3
Module: 329
LineInfo: 1cd98aae889424f9
Fields: $module : disk_bundle_vs
Message: Backup has failed.
--------------------
Error code: 1060
Module: 1
LineInfo: 145a191bfe9050bf
Fields: $module : disk_bundle_vs
Message: No operation for executing.

Error code: 33
Module: 7

Error code: 50242
Module: 16

Error code: 9
Module: 0

Beginner
Beiträge: 2
Kommentare: 5

I have the same problem but I think I know why and I think I have solved it. If the backup is set to use the 'Software - System Provider' snapshot method, then it will instruct Windows to generate the VSS file. However, you may notice an error in your System Event log for Windows like this: "The shadow copies of volume C: were aborted because the shadow copy storage could not grow due to a user imposed limit." or you may have a different error that indicates that you do not have enough free disk space on the drive for the snapshot to be created.

If you look in the System Recovery properties, you make have system recovery turned off for the drive and/or the space alloacted to system restore set to zero or a value that is too small. Either way, you need to allow system recovery to have enough space to create the VSS files. If you can successfully generate a system restore point, I think you will find that the Acronis backup will then work.

Beginner
Beiträge: 0
Kommentare: 1

Having the same sort of errors with online backup

--------------------
Log Entry Details
--------------------
Type: Error
Date and time: 07/01/2014 23:09:32
Backup plan: OnlineBackupOfSage
Task: Incremental backup
Code: 20,250,685(0x135003D)
Module: 309
Owner: apexbs@DOMAIN
Message:
Command 'Backing up' has failed.
Additional info:
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c950f
Fields: $module : service_process_vs_37687
Message: Command 'Backing up' has failed.
--------------------
Error code: 3
Module: 329
LineInfo: 1cd98aae889424f9
Fields: $module : disk_bundle_vs_37687
Message: Backup has failed.
--------------------
Error code: 1060
Module: 1
LineInfo: 958d99fe3b22512d
Fields: $module : disk_bundle_vs_37687
Message:
--------------------
Error code: 1000
Module: 23
LineInfo: b7b66c35049034d0
Fields: $module : disk_bundle_vs_37687
Message: Internal error in library. The stream may be corrupted.
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x0135003D+0x01490003+0x00010424+0x001703E8

--------------------

Beginner
Beiträge: 0
Kommentare: 1

Command 'Backing up' has failed.
Additional info:
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c950f
Fields: $module : service_process_vs_38573
Message: Command 'Backing up' has failed.
--------------------
Error code: 32834
Module: 114
LineInfo: c35c04057128fda9
Fields: $module : disk_bundle_vs_38573
Message: Backup of virtual machines has failed.
--------------------
Error code: 32853
Module: 114
LineInfo: c35c04057128fdeb
Fields: $module : disk_bundle_vs_38573
Message: Not all virtual machines have been backed up.
--------------------
Error code: 32852
Module: 114
LineInfo: c35c04057128fe3d
Fields: $module : disk_bundle_vs_38573
Message: Failed to back up virtual machine 'DC Server 1 (Saradxb.ae)'.
--------------------
Error code: 32786
Module: 114
LineInfo: 28314c961de7d2b7
Fields: $module : disk_bundle_vs_38573
Message: Failed to prepare for backing up.
--------------------
Error code: 3
Module: 329
LineInfo: 1cd98aae889424f9
Fields: $module : disk_bundle_vs_38573
Message: Backup has failed.
--------------------
Error code: 1060
Module: 1
LineInfo: d1ab7fa1e56ec6ca
Fields: $module : disk_bundle_vs_38573
Message:
--------------------
Error code: 13
Module: 149
LineInfo: d1ab7fa1e56ec809
Fields: $module : disk_bundle_vs_38573
Message: Failed to perform the requested operation.
--------------------
Error code: 236
Module: 16
LineInfo: 7bb42efe3c733241
Fields: $module : disk_bundle_vs_38573
Message: Internal error: Attempt to access emulated disk for non-initialized object.
--------------------
Error code: 94
Module: 83
LineInfo: 383ffdb092990e22
Fields: $module : hv_srv_vs_38573
Message: Failed to open virtual disk file 'D:\Hyper-V\Virtual Hard Disks\DC Server 1 (Saradxb.ae) Disk 1.vhdx'.
--------------------
Error code: 212
Module: 83
LineInfo: 383ffdb092990dd9
Fields: $module : hv_srv_vs_38573
Message: Failed to create a multi-volume snapshot where files are located:
D: \Hyper-V (virtual machine file location),
D: \Hyper-V (virtual machine snapshot file location),
D: \Hyper-V\Virtual Hard Disks\DC Server 1 (Saradxb.ae) Disk 1.vhdx (virtual disk file location).
--------------------
Error code: 207
Module: 83
LineInfo: 383ffdb092990dca
Fields: $module : hv_srv_vs_38573
Message: Failed to mount the volume snapshot.
--------------------
Error code: 33
Module: 7
LineInfo: e24f93d0b8d8c9c7
Fields: $module : hv_srv_vs_38573
Message: Failed to create volume snapshot.
--------------------
Error code: 50242
Module: 16
LineInfo: 14181c22ef45b0f6
Fields: $module : hv_srv_vs_38573
Message: Failed to start creating the volume snapshot.
--------------------
Error code: 50281
Module: 16
LineInfo: 14181c22ef45a9ed
Fields: $module : hv_srv_vs_38573
Message: The VSS writer has failed due to an error that would likely not occur if the entire backup, recovery, or shadow copy creation process was restarted. Please wait 10 minutes and repeat the operation.
--------------------

Pls advise

Forum Star
Beiträge: 124
Kommentare: 2672

Hello Salman,

it looks as a VSS related issue. Please follow this guide to troubleshoot it.

Thank you.

Beginner
Beiträge: 0
Kommentare: 1

I had similar issues to the above, now ** RESOLVED!! **

Backups just simply refused to run, showing "failed" or "error"

Changed the VSS settings as recommended - no luck.

Then I remembered, I changed my user password on the server a while ago.

Edited the plan, scrolled down to "Plan's Credentials" and clicked on it.

Changed password to my current user password - now all backups work 100% again!

When I clicked logs etc, there was absolutely no info to show this was the problem - the job just failed.

Beginner
Beiträge: 0
Kommentare: 1

Hi guys, could you please help me with this issue

Failed to execute the command.
Additional info:
--------------------
Error code: 41
Module: 307
LineInfo: e6792a5ee190dda6
Fields: $module : agent_protection_addon_vs_38774
Message: Failed to execute the command.
--------------------
Error code: 3
Module: 329
LineInfo: 1cd98aae889424f9
Fields: $module : disk_bundle_vs_38774
Message: Backup has failed.
--------------------
Error code: 1060
Module: 1
LineInfo: b43e776571144dee
Fields: $module : disk_bundle_vs_38774
Message: Failed to commit operations.
--------------------
Error code: 4
Module: 7
LineInfo: 9d2de1f088cbc58b
Fields: $module : disk_bundle_vs_38774
Message: Write error.
--------------------
Error code: 110
Module: 336
LineInfo: e2f3e31de61571bb
Fields: $module : arsm_service_vs_38774
Message: Failed to mount the tape.
--------------------
Error code: 154
Module: 336
LineInfo: c444991772d2a00f
Fields: $module : arsm_service_vs_38774
Message: Mounting the tape 'Tape 46' to the drive '1068076557' failed.
--------------------
Error code: 145
Module: 336
LineInfo: de5bb44dcfb05871
Fields: $module : arsm_service_vs_38774
Message: Cannot lock slots.
--------------------
Error code: 143
Module: 336
LineInfo: de5bb44dcfb05820
Fields: $module : arsm_service_vs_38774
Message: Nothing to lock.
--------------------

best regards

Forum Star
Beiträge: 124
Kommentare: 2672

Hi Doyeon,
are there any other backup software that uses the same tape device? If yes, please disable this software temporarily and check if the issue reproduces.

If the above isn't the case, please first of all make sure that your tape device is recognized properly:
https://kb.acronis.com/content/45442
and if it does, follow these troubleshooting steps: https://kb.acronis.com/content/46260

Thank you,

Beginner
Beiträge: 0
Kommentare: 1

i solved this problem by giving the backup destination folder/partition access rights for acronis agent

Beginner
Beiträge: 0
Kommentare: 1

this is firs time that i use acroins afetr i install SQL server 2008 Expres and acronis i  tryed to start the backup and i got this error in the log

Command 'Running backup plan 'Backup 2/7/2017 5:41:25 PM'' has failed.
Additional info:
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c9510
Fields:  $module : mms_vs_50220
Message: Command 'Running backup plan 'Backup 2/7/2017 5:41:25 PM'' has failed.
--------------------
Error code: 41
Module: 307
LineInfo: e6792a5ee190de98
Fields:  $module : agent_protection_addon_vs_50220
Message: Failed to execute the command.
--------------------
Error code: 2
Module: 329
LineInfo: 8edc81ea38faba0a
Fields:  TraceLevel : 1, $module : gtob_backup_command_addon_vs_50220
Message: Step 'Backup' has failed.
--------------------
Error code: 22
Module: 309
LineInfo: 8d165e86fb819666
Fields:  TraceLevel : 1, $module : gtob_backup_command_addon_vs_50220
Message: TOL: Failed to execute the command. The 'Backing up' command backs up the specified data to the specified location.
--------------------
Error code: 54
Module: 482
LineInfo: 5c71ebf434f0c47a
Fields:  $module : disk_bundle_vs_50220
Message: Failed to collect all of the data required for single-pass backup of Microsoft SQL Server.
--------------------
Error code: 4358
Module: 87
LineInfo: e4fe5c9fd5e63ded
Fields:  $module : aaib_mssql_backuper_vs_50220
Message: Failed to collect the metadata of the SQL Server databases selected for backup. The databases will not be backed up.
--------------------

Forum Moderator
Beiträge: 109
Kommentare: 4044

Hello gheysan,

Welcome to Acronis forums! I'd encourage you starting a new discussion in Acronis Backup 11.7 forum section, as this thread is irrelevant to your issue and environment. 

To start with please check solutions from the article Acronis Backup Advanced: Troubleshooting MS SQL Server Backup

Thank you, 

Beginner
Beiträge: 0
Kommentare: 6

I've been having the same issue since we purchased this software. 

Some techs have worked on our servers and the issue still is happening on some of our servers.

Some are just literally hanging at 20% then failing with 'internal error'.

Additional info
------------------------
Error code: 22
Module: 309
LineInfo: 0x8D165E86FB81959B
Fields: {'CommandID': '8F01AC13-F59E-4851-9204-DE1FD77E36B4', '$module': 'service_process_vsa64_11010'}
Message: TOL: Failed to execute the command. Backing up
------------------------
Error code: 22
Module: 309
LineInfo: 0x8D165E86FB81959B
Fields: {'CommandID': '8F01AC13-F59E-4851-9204-DE1FD77E36B4', '$module': 'gtob_backup_command_addon_vsa64_11010'}
Message: TOL: Failed to execute the command. Backing up
------------------------
Error code: 3
Module: 329
LineInfo: 0x1CD98AAE889424F9
Fields: {'$module': 'disk_bundle_vsa64_11010'}
Message: Backup has failed.
------------------------
Error code: 1060
Module: 1
LineInfo: 0xB43E776571144DF0
Fields: {'$module': 'disk_bundle_vsa64_11010'}
Message: Failed to commit operations.
------------------------
Error code: 52
Module: 7
LineInfo: 0x30BA355F9FD4FF2C
Fields: {'function': 'archive_stream_write', 'code': '5100', '$module': 'disk_bundle_vsa64_11010'}
Message: internal error

 

The technicians have been working on this issue for months and have not come across anything really permanent  to fix it. If anyone has come to any resolution on this error and how to fix it can you please post?

 

Thank you!

 

Forum Moderator
Beiträge: 109
Kommentare: 4044

Hello David,

thank you for your posting and welcome to Acronis forums! The error message displayed is rather generic, but as the issue occurs at 20%, it's likely related to the snapshot creation before backup. I'd start the troubleshooting with running  Acronis VSS Doctor and checking the Windows event logs (System and Application tabs) for any entries with the source Disk or VSS that might shed some light on the root cause of the issue. See https://kb.acronis.com/content/46195  for more information on how o troubleshoot issues with snapshots. 

David Fisher wrote:

The technicians have been working on this issue for months and have not come across anything really permanent  to fix it. If anyone has come to any resolution on this error and how to fix it can you please post?

would you mind sharing the ticket ID, so that we can look into the situation? 

Beginner
Beiträge: 0
Kommentare: 6

I'm hoping someone can help. Acronis Backup 12.5x hasn't backed up since the Jan 1st. I've been writing tech support and keep getting emails that a ticket was opened but no one replies or calls. 

I keep getting: 

Error

Backup failed

internal error

DetailsSupportAll properties

Error:

Backup failed

Error

Backup failed

internal error

DetailsSupportAll properties

10:32:11 AM — 10:32:35 AM

Backing up (SV-ESKO01.nationalticket.local)

Status:

Error

Device:

SV-ESKO01.nationalticket.local

Device:

Array (D:)

Started by:

NATIONALTICKET\Administrator

Start time:

Jan 07, 2019, 10:32:11 AM

Finish time:

Jan 07, 2019, 10:32:35 AM

Duration:

24 sec

Download logDetailsSupportAll properties

Error:

Operation with partition 'D:' was terminated.

Error

Operation with partition 'D:' was terminated.

internal error

DetailsSupportAll properties

Error

 

If you have any ideas please let me know.

I'm fairly a new Acronis user. I'm starting to regret ever installing this software. Has anyone else have really bad luck with it. My view is that one shouldn't rely on luck and the software should work and do it's job out of the box with out having to modify anything. For instance the ransomeware anti-attack part of Acronis in the services never says on, it keeps going 'disabled. 

 

Thanks!

 

Beginner
Beiträge: 0
Kommentare: 6

I've been having the same issue with Acronis Backup 12.x

I have not got a backup since Jan 1st and can't figure this out. Error below.

I've been mailing tech support and even getting emails back from their ticket system saying that a ticket was created but no one has called or written me. I'm starting to think there is a major bug in version 12. I'm rather new to Acronis backup. Came from Yosemite as I used that since it was TapeWare. But the company killed Yosemite so I thought I'd go with Acronis but I'm regretting it very much. I haven't had a steady backup with Acronis since I installed it. There's always some issue with it and sadly I was told the software would be 'hands off'.

Below is the error. It seems very rudimentary and doesn't really give too much.

 

 

Error

Backup failed

internal error

DetailsSupportAll properties

Error:

Backup failed

Error

Backup failed

internal error

DetailsSupportAll properties

10:32:11 AM — 10:32:35 AM

Backing up (SV-ESKO01.nationalticket.local)

Status:

Error

Device:

SV-ESKO01.nationalticket.local

Device:

Array (D:)

Started by:

NATIONALTICKET\Administrator

Start time:

Jan 07, 2019, 10:32:11 AM

Finish time:

Jan 07, 2019, 10:32:35 AM

Duration:

24 sec

Download logDetailsSupportAll properties

Error:

Operation with partition 'D:' was terminated.

Error

Operation with partition 'D:' was terminated.

internal error

DetailsSupportAll properties

Error

Beginner
Beiträge: 0
Kommentare: 6

Ekaterina, 
I have several tickets open. 
03575586 is the latest
 
03502379 is the oldest, with issues with tape drive access
then there is: 
03574676
03569295
and a few others but I think the main ticket number is :  03530566
Thank you for helping
 
 
 
Ekaterina Surkova wrote:

Hello David,

thank you for your posting and welcome to Acronis forums! The error message displayed is rather generic, but as the issue occurs at 20%, it's likely related to the snapshot creation before backup. I'd start the troubleshooting with running  Acronis VSS Doctor and checking the Windows event logs (System and Application tabs) for any entries with the source Disk or VSS that might shed some light on the root cause of the issue. See https://kb.acronis.com/content/46195  for more information on how o troubleshoot issues with snapshots. 

David Fisher wrote:

The technicians have been working on this issue for months and have not come across anything really permanent  to fix it. If anyone has come to any resolution on this error and how to fix it can you please post?

would you mind sharing the ticket ID, so that we can look into the situation?