Accronis Backup 12.5 Mount Failure

Hello Greg,

welcome to Acronis forums!

According to the logs that you've shared, the software failed on the function CreateDirectoryW on the NAS storage. In order to investigate this problem further, can you please get the following information:

• the details about used NAS storage (vendor, model);
• the screenshots of all your steps during the mount operation;
• Process Monitor logs during the mount operation. The logs should be collected on the Agent side that is used to mount the backup
• Acronis System Information from the Agent where the mount operation is performed. It should be collected after the Process Monitor Logs are collected

Please archive Process monitor logs (it should be compressed good) and upload it to an FTP link that I've sent you in a Private Message.

I uploaded two ZIP files (Logfile.zip and sysinfo_Prime_2019-11-18_20-28-01.zip) containing all of the files and screenshots requested.

I am using a Synology Diskstation 1812+ and all of the backups are stored in the \\DISKSTATION\Backup shared folder. What I am doing (see referenced screenshots) is as follows:

• Open File Explorer
• Browse to \\DISKSTATION\Backup\Sabertooth where the backups for the old Windows 7 PC are stored
• Double click on the most recent tibx file.
• A new window opens showing all of the backups contained within this TIBX file
• Double click on the most recent backup
• This shows C:, D:, E:, F: and System Reversed partitions.
• I right click on any of the drives (C, D, E or F) and select either Mount or Mount in read-only mode
• A dialog pops up explaining that the planet just fell off the edge of the universe.

One point I find really curious is that Sysinternals Process Monitor shows CreateFile on \\diskstation\Backup resulted in an INVALID NETWORK RESPONSE and this has me puzzled. Unfortunately, that entry doesn't have any useful information that reveals exactly what is invalid.

I seem to recall mounting backups worked fine years ago when I initially setup the Windows 7 PC, but this would have been using an older version of Acronis Backup with the older TIB files -- but I've never tried mounting backup sets using Acronis Backup 12.5. Anyway, the only change I can remember making to the DISKSTATION (other than software updates) is to change from SAMBA 1 or 2 to SAMBA 3 since Windows 10 refused to connect to the NAS using anything older than SAMBA 3.

Hello Greg.

Thank you for uploading system information and screenshots. However, I have not found Process Monitor logs there. I advise that you open a case with Acronis Support Team. Please share with them a link to this forum thread with all the descriptions and an FTP link with information that is already collected to speed up the issue resolution.

The Process Monitor log is named Logfile.PML inside the LogFile.zip file.

EDIT: The link you included to the Process Monitor Logs information is missing a colon after https and is going to what appears to be a spammy site.

EDIT 2: I tried to open a support case, but it says support expired October 25. When I click Renew Now, it says Renewals not found for this product. I click Contact Renewals Team and all I get is "Loading - Please wait". I appreciate the effort, but so far this doesn't leave me any options although I thought should be within the 30 day grace period.

Hello Greg.

Thank you for clarification and correction. I have analyzed your Process Monitor logs. They show "Invalid network response" error. Thus, I advise that you try mounting this backup locally.

I was finally able to dig into this deeper using WireShark and it looks to me as if Acronis Backup 12.5 is failing to authenticate properly and this is the root of the issue. What I'm seeing is that when I access \\DISKSTATION\Backup from a command prompt, the NAS I see an initial SMB2 Session Setup Response with STATUS_MORE_PROCESSING_REQUIRED and NTMLSSP_CHALLENGE. Windows sends an SMB2 Session Setup Request containing my domain\user credentials and the NAS responds with an SMB Session Setup Response granting access.

When I attempt to mount a drive in one of the backup sets, I see the same challenge requiring authentication. The difference is that mms.exe is attempting to authenticate as an anonymous user (domain name: null, user name: null, host name: null) and the authentication fails. Is there somewhere in the UI or a configuration file that I can specify the credentials to use when mounting files on an SMB share or is a bug in Acronis Backup 12.5?

Hello Greg.

I neither can confirm such a bug in Acronis Backup 12.5 nor advise you any tips in UI since this issue needs to be investigated on a deeper level. Please open a case with Acronis Support Team and share with the engineers the WireShark logs that you've already collected and analyzed.

Greg, please try to mount network share to local folder on your machine (e.g. using "net use" command) and then mount volume from the backup.