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error 5 (Access is denied.)

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Beginner
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Hello All,

I've been running four backup tasks for over month now and all of a sudden I'm seeing "Error 5 (Access is denied.)" in the Windows 10 Event Viewer. When I launch the failed tasks from the Acronis application, they run fine.

The interesting thing is that one of the four tasks continues to run successfully. 

A couple of questions:

  1. Where are the comprehensive log files stored?
  2. How can I tell what credentials are being used to run the backup tasks.

 

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Legend
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Frank, sorry but more information about your tasks would be needed to offer advice on why you are seeing the access denied error?

What type of backup tasks?  Disks & Partitions or Files & Folders?

There is a new log viewer tool that has now been made available by Acronis via the Community Tools KB page.  See the link in my signature for the MVP Assistant tool.

Look at the backup_worker logs for new Disk backups using .tibx files.

Look at the ti_demon logs for all backups using .tib files.

Backups are run using the user authority of the account that installed ATI, which should always be an Administrator level account for ATI to have the correct authority / privileges.

Beginner
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Hi Steve,

Thanks for the link to the MVP Assistant tool. Great tool by the way...

I'm running both file/folder and disk image backups. I'm using Acronis True Image 2021. I have one file/folder task that is succeeding, and 2 file/folder tasks and one disk image task that are failing every evening.

Using the MVP Log Viewer and looking at the ti_demon logs, the failed tasks don't have any mention. The way I know they failed is because there's no new backup file created, the Acronis app shows an "X" next to the backup name, and the Windows Event Viewer shows the "Error 5 (Access is denied.)". Here's the full Event Viewer message if that gives any clue: "Scheduler failed to run task  with GUID 'C8469225-C865-4806-9A92-5335789182C0' because of error 5 (Access is denied.)." Is the "Scheduler" the Windows Task Scheduler? I don't see any tasks with names with Acronis in them.

As for the Disk backups using .tibx files, I don't see the "backup_worker" option in the Log Type drop down list. Am I looking in the wrong place?

Thanks in advance for your help,

Frank

Legend
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Frank, sorry but I do not know if the Event Viewer log applies to the Acronis task / scheduler or not as the GUID is different to how the Acronis task ids are shown.  You can see the Acronis task ID's in the C:\ProgramData\Acronis\TrueImageHome\Scripts folder where these are used as the names for the .tib.tis XML script files.

If you have the MVP Assistant, then the backup worker logs should be highlighted in blue if there are any logs present, as shown in my image below.  You should also have a quick look at the Schedule2 logs too, though these tend to be more cryptic to understand!

For the Schedule2 logs, you need to know the task id for your problem task which you can find by opening the True Image Configuration panel of the MVP tool, then look for your backup task name where the right panel detail will show Scheduler Manager ID as a numeric value, i.e. 1-21 in my next image below:

You can search for that ID in the Schedule2 log by using Ctrl+F using the ID value.
Note: any of these logs can be of very large size and take some minutes to load into the MVP tool panel!

Ideally, you want to see a line for the task that shows an exit code of 0 = Successful!

29/09/2020 08:35:16:414 AM 0000231C Task 1-21 completed with exit code=0

Beginner
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Hi Steve,

I used the MVP Assistant to view the Backup_Worker logs. Wow, lots of detail there. I wasn't able to find anything conclusive.

In my testing I altered the execute time of one of the failing tasks and when the time came it executed successfully. I then altered all three of the failing tests to just a minute ahead of when they used to execute, and when that time passed they ALL executed successfully.

So, I'm not sure why they were failing, but the altering of the task run times seemed to have fixed the problem.

Thank you very much for helping me out and showing me the MVP tools.

Frank

Forum Star
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Frank, it's probably too late now, but should this occur again it would be interesting to capture the Script and Scheduler Manager output from the True Image Configuration portion of the MVP Assistant and compare to how it may change after the rescheduling.

Also, can you post a screen capture of the event viewer error as I'd like to see from where it's coming.

Beginner
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Hello BrunoC,

Here's the image:

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Thanks, Frank. Does the GUID in the error message match the UUID of a task that fails to run?

 

Beginner
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Hello BrunoC,

I checked in both the "Backup Worker" and Schedule2 log files and couldn't find any mention of "C8469225-C865-4806-9A92-5335789182C0".  I'm not sure if or how the Windows Task Scheduler is related to the Acronis Task Scheduler.

F

Legend
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Frank, look in C:\ProgramData\Acronis\TrueImageHome\Scripts in the names of the .tib.tis files shown there?

Beginner
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Hey Steve, 

Yes! The GUID does match the filename of one of my four tasks. I notice that all four timestamps of the match the last runtime. I'm guessing the they're updated by the backup process.

Let me know if you want any more information.

Frank

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Frank, I guess I was a bit brief before. Steve referred you to the name of the .tib.tis (script) file. Also, you can use the MVP Assistant to see the UUID and contents of the script file as well as the Scheduler Manager information for the task (as long as you have installed the Scheduler Manager on your system, which can be done from the Settings page).

Since you have resolved the problem, I'm not sure you'd see anything at this time, but it gives you a bit more visibility.

To answer your question in post #8, the Windows Task Scheduler and Acronis Scheduler are completely separate.