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Windows 10 Build 1803: Error when backing up OneDrive folder

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Dear Acronis Community,

with the increased number of cases related to backup of OneDrive folders, we decided to publish an article that describes the possible cause and troubleshooting steps. If you observe similar symptoms 

  • Files and folders backup including OneDrive folder fails.
  • Possible error messages are:

Failed to enumerate directory 'C:/Users/myusername/OneDrive/'. It may be corrupted or does not exist. 
Failed to back up file or folder. C:/Users/myusername/OneDrive/' It may be blocked by another application

  • When you exclude OneDrive folder from backup source, backup completes successfully.

please refer to the article 61362: Acronis True Image 2018: Error when backing up OneDrive folder 

If the issue still persists, please start a new discussion https://forum.acronis.com/node/add/forum

Thank you, 

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In reply to by Ekaterina Surkova

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I had the same issue after Windows10 build 1803, your solution to exclude OneDrive didn't work for me it kept saying saying "the file or folder is in use by another application" even if I exclude all files!

The solution that works is:

- disconnect your local OneDrive from the cloud sync ( click on the system tray right below your screen)

- click on the three dots right at the top off the window that appears and close the application.

- reconnect with OneDrive,  use the same steps as above, but now you re-establish the connection (login)

 

OneDrive now performs a filesync scan and flags the status column to either offline or cloud only ( this is new in build 1803). This takes a few seconds or minutes. After it my flag status has changed.

After resync it all works fine and the backup runs fine.

 

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Ekaterina, not sure why but your link to the other forum topic doesn't work for me.

Windows 10 Build 1803 - Backup fiails due to problem with OneDrive folder - KB61362 Workaround

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Ekaterina,

Your post contains a useable workaround for the problem of True Image's inability to handle OneDrive cloud links; i.e. simply do not back up the OneDrive folder. That should be workable, as Azure storage is robust.

The Acronis KB article 61362 you referenced, however, borders on useless. The article only suggests that OneDrive should be set to download all files rather than only using placeholders. That may work on a desktop. Given that laptops outsold desktops by nearly a 2:1 margin in 2017, most Acronis users likely will have laptops.

OneDrive storage sizes can be large - 1TB is the base for Office subscribers - and business users such as my company have orders of magnitude larger storage available. Sorry, but there is no way to cram even 1TB of OneDrive data onto a 256 or 512GB laptop SSD.

Please change the KB 61362 to offer a more practical workaround. The KB also should not refer to its advise as a "solution". Stating that Acronis software cannot fully support Microsoft's software features is not a solution. Recommending workarounds of either downloading the full OneDrive folder, assuming the computer has adequate drive space, or excluding the folder from backups is plausible. Better still would be assurance that Acronis will fix this issue in an True Image upcoming release. Your competitors can back up drives with OneDrive installed.

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I had the same problem. After upgrading to win10 ver 1803 ATI-backup failed when the OneDrive-folder is included in the backup. I deinstalled OneDrive for Business and reinstalled it. Now ATI works fine again.

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I was getting the same errors as everyone else using ATI 2018 on win 10 build 1803. The latest Acronis update I no longer get errors when my backup run but I don't get any data either. How ever I have ATI 2014 running on one of my win 10 build 1803 pcs and it backs up my one drive with out an error every 2 hours all the files the majority of with were not created there. I'm not going to pretend to understand how all this stuff works but I could work on several different pcs thru the course of a day and the one drive allows me to work on the same files no mater what pc I'm using. This really needs to be fixed. 

 My windows 7 pc seems to be backing the one drive the last back up was june the  most interesting thing I see is that pcs that I'm getting backs of the one drive with is when I look in the backup for the file data of the onedrive the folder is being called (skydrive) not (onedrive) go figure.

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In researching this issue it appears to me that this problem exists when folders within the OneDrive folder itself have files listed that are not located on the local computer but are stored in the Cloud on Microsoft servers and are therefore only available online. 

These files, listed in the OneDrive folder, must be downloaded to the local computer to access them.  OneDrive uses reparse points to locate the files location offline.

True Image fails in downloading these files from Microsoft OneDrive servers for backup.  Fixing that, if possible, will solve the issue.

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I have the opposite problem: I'm not experiencing any backup error with TM2018 due to my OneDrive folder (OS Win10 64 Pro build 17134 (latest) ), - the backup always succeeds BUT my Onedrive folder is automatically excluded, and I want to include it.

A separate True Image backup of just the folder also succeeds but backs up nothing (empty .tib).

So... 

Ethan>"The article only suggests that OneDrive should be set to download all files rather than only using placeholders. That may work on a desktop." 

- no it doesn't, unless by "work" you mean the backup succeeds but automatically excludes OneDrive, with no way to include it!

My Onedrive is fully downloaded (and synced) and I don't believe that the fact that my folder is also synced is making it still look like a placeholder to True Image 2018 because the "dir /a /l  /a" and the sysinternals utilities "findlinks" and "junction" are not showing it or its subdirs as links or junctions. For my problem, it looks like TM is finding my OneDrive folder from its registry specified location in HKEY_CURRENT_USER/Environment and automatically excluding it, because I tested that it will actually backup a folder called OneDrive when I create one in another location on the disk. 

- That was a bit off-topic but I thought I'd mention it.

JD

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The latest build of ATI 2018 excludes the OneDrive folder and there is apparently no way to reverse this exclusion. It does not exclude the directory if you also have OneDrive for Business - which does not exhibit the same problems.

Ian

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I opened a ticket, but I wanted to post this here - what I want TI2018 to do is backup the subset of OneDrive that is actually stored on the local disk.   I don't want it to fetch offline content from the cloud.

The reason for this is I put a TON of stuff in the cloud, and I only need a small portion of it taking up space permanently on a computer.  And this CAPTCHA system SUCKS... I guess they really don't want feedback

-Tim

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Tim I use one drive so I'm able to work on the same file no mater what pc I'm using. I'm disappointed that acronis doesn't seem to think its that important for the home user to be able to backup their work. Acronis claims in their ads that the business solution backs up the one drive so go figure. Thanks to the automatic exclusion of the one drive in the new update my win7 pc no longer backs up my one drive either. So time to move on and find something that will work.

John 

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John, I am sure that Acronis are working on a solution for this issue, especially given that they are well aware of all the disappointed users posting in these forums.  The current situation was introduced by Acronis to try to relieve the impact this issue had where any full backup failed due to encountering OneDrive folders with reparse points (to files stored in the cloud).  Unfortunately it has been more of a sledge hammer approach to cracking a nut and has now stopped all backups from capturing any OneDrive data regardless of whether the Files on Demand feature was being used or not.  I do not use Files on Demand and was able to backup my OneDrive folders with no issue until the latest ATI 2018 build was installed.

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Hi Steve I don't use on demand either and started having the file in use or something like that failure even though I know the file wasn't in use. I have ATI2014 and it backs up one drive sadly when I try to restore a file it fails to restore and if I drag and drop I don't get a useable file. I can have four or five hours tied up in creation of one of these files and really hate to start over because I accidently deleted it or over wrote with another file. The whole reason I do backups.

So my question is this issue only with the one drive or is it all cloud storage such as dropbox or google a problem also.

John

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John, this problem is only with OneDrive as far as I am aware.  My own DropBox backups to the Acronis Cloud are still working fine.  I don't use Google cloud so can't comment on that and haven't bothered with backing up my Box data as rarely use it.

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Like Steve, I have had no issues with DropBox backups with Acronis.

I had real problems with OneDive, even setting to have local copies it would crash backups. The worst of it was that I do not use OneDrive, or if I do I use OneDrive for Business which does not exhibit the same problems.

I agree with Steve comments about the interim solution adopted by Acronis. Hopefully there will be a new build shortly that fixes the issue. The ATI 2019 Beta that was released in early June dose not solve the problem. Normally we would have seen another Beta by now so hopefully the delay is due to finalising a fix to this problem that will then flow through to ATI 2018.

Ian

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I want to remove only the backup files but not the settings. I already tried multiple times to remove only the backup files and leave the settings. So I wish if I remove only the files I just have to click on make backup and not to do the whole configuration over and over again. When I click "complete removal" or "removal" the files and settings are always gone. Is this not possible in True Image? My son uses EaseUS Todo Backup Home and he can even choose whitch differential or incremental backup to remove and afterward just 1 click to make a new backup. This is something I really miss in True Image because it never worked that way.

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Angel, sorry but your post is very much off topic for this forum thread dealing with OneDrive.  Please use the option to Create New Topic when you want to seek support via the forum.

Quick answer to your question.  Use the option to 'Clone settings' for your backup task which will create a duplicate task with all your configuration settings, then delete the whole original task (files & settings).  When you want to use that task again, run the duplicate task.

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Does anyone know if this is being fixed?

My subscription is coming up for renewal, so I need to know if I should be looking for a new backup solution. I've used ATI for many years now, but not being able to backup OneDrive (such an important part of my data) is a huge failing, especially for so long (it's been months now).

It would be nice if Acronis would communicate what is happening.

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Hi Ross, here's what I have found. I am running ATI 2018 build 11530 and I have my one drive download on demand disabled, this means that all one drive files are saved to each computer and updated when that computer is turned on. I'm having no problems with the one drive backup and restore functions with this build and these settings. I have one pc that was updated to the latest build where the one drive have been excluded and of course this one won't back anything up from the one drive. I find it disturbing that I with the latest build I am allowed to create a backup of the one drive and it is executed without error but yet no data is being backed up. Why would you be allowed to create a backup an excluded folder.

 John 

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Ross, as a subscription customer you are eligible for free upgrades to the next version of ATI while your subscription is active.  Acronis have reversed the change preventing backups of local OneDrive folders in the latest ATI 2019 Beta and are still working on how to handle the links in OneDrive for Files on Demand data.  I have been able to backup my local (non Files on Demand) OneDrive folder data with no problems to the Acronis Cloud and local targets with the 2019 Beta 2 version.

John, your 2018 build 11530 effectively does the same as above.  It was the latest build 12510 which has completely disabled all OneDrive backups regardless of any Exclusions set!

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Hi John,

Yes, I'm running ATI 2018 build 12510 and I certainly wasn't impressed that it silently ignores OneDrive as a backup source. I would have thought ignoring a request to backup something would have been a big no-no. If I hadn't noticed and was relying on it, I would have been very upset if something had been lost. At the very least, it should pop up an error saying that backup location would be ignored! Unfortunately, as it stands, it makes the product untrustworthy.

I may have to go back to a previous version of ATI just so I can backup OneDrive folders locally. Before I updated to 12510 (on Acronis recommendation to "fix" this problem) I could backup OneDrive locally, but not to Acronis Cloud. Of course, that was with Files on Demand disabled.

Regards,

Ross

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Hi Steve,

Just saw your message. I'll have to look for the 2019 beta. That sounds like the solution for me, as I never use the Files on Demand feature on the computer I use to backup my data.

Thanks,

Ross

Edit: I just realised I'll probably have to wait until the beta is released. Hope it's not long. :)

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Ross, take a look at webpage:  https://www.acronis.com/en-us/my/beta/atih2019/

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Just posting to get myself on the responders list as have noted that recently OneDrive no longer backs up - pretty critical failure really. 

 

I have also just seen both a big Windows update (I had staved off the April update so guessing ....) I suspect I have the same problem as others but have also been looking at :

https://forum.acronis.com/forum/acronis-true-image-2018-forum/windows-10-build-1803-backup-fiails-due-problem-onedrive-folder-kb61362-workaround

 

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I've now upgraded to the newly released ATI 2019 and had high hopes. Unfortunately, my Cloud backups of OneDrive (with NO files on demand) still don't work. The backup runs and appears to complete successfully, but going in to restore, the new files just aren't there.

I created a new test backup of a single OneDrive folder and it DID work. But my existing backup doesn't work. I'll have to raise a support case and ask what the problem is. I'd delete the backup and rerun it if it wasn't for the days and days needed to upload the backup from scratch (assuming that would actually fix it).

I must say that I've lost a lot of confidence in the product with this issue. A backup product should backup the data you ask it to back up, and at the very least, it should TELL you if it can't/won't do so. This OneDrive issue is a big failure on both counts.

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I suspect you are correct that it is only fixed for new Backup task (although reconfiguring may fix the problem). I had to create new backup to Cloud during beta testing because I was wise to not use existing ones. There is one system that staid on ATI 2018 until release of ATI 2019, but I made changes to the boot disk (converted from MRB to GPT and reconfigured from BIOS to UEFI) so created new backup task … but suspect that was before I moved to 2019. Must check it out.

It is very painful for those of use with slow upload speeds. My upload speed was doubled about 4 months ago but is still only 5.3Mbps, so new cloud backup of a system disk still takes about a day and a half.

Ian

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Hi Ian,

I think you may be correct about it being fixed for new backups only. It's just frustrating as the ATI 2018 "fix" affected existing backups, but ATI 2019 doesn't seem to have done the same in reverting to normal functioning.

I'll see what a support request says before I go through the painful upload process. :)

Regards,

Ross

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I have tried a new backup on 2018, I can see my OneDrive folder but the backup completely skips the folder - I had, before the last reboot, turned off files on demand.

 

Notable lack of response from Acronis support from the ticket I raised.

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Chris, with ATI 2018 build 12510, Acronis disabled all OneDrive backup capability internally within the code.  Your choices here would be to downgrade to the prior ATI 2018 build 11530 or upgrade to ATI 2019 where this complete disabling of OneDrive was reversed for those not using 'Files on Demand' and keeping all OneDrive files locally.  The third option is to wait on Acronis to provide a new build for ATI 2018 that fixes this issue and handles Files on Demand correctly.

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Downgrading is never a good option, they upgraded for a reason and I am loathe to buy a new version of the product having only recently purchased this one, Acronis need to resolve the issue and make the product work as it did when I purchased it. Not averse to migrating to a new version but the cost is too high so soon after purchase - I have another ticket open on why the "am I due a free upgrade" doesn't work. In practical terms I also have concerns that handing over more money to a company that haven't responded to a critical issue (backup software that doesn't do what it says on the tin) is sounding like madness.

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Chris, understand your stance here and really do hope that Acronis are both listening and working flat out on producing a fix for this critical issue!

When did you purchase your ATI 2018 product? 

Free Upgrade policy

Free upgrade for owners of perpetual licenses

If you purchased/activated Acronis True Image 2018 Standard between July 23, 2018 and August 21, 2018, you are eligible for a free upgrade to Acronis True Image 2019 Standard.

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Hi Steve,

So last night Acronis support starting responding to my tickets. I have one where I have a problem with locked files in a normal folder (nothing to do with OneDrive) and I am getting repeated "we understand you are having problems with onedrive etc" responses - am just trying now to find out if bots are used to respond to tickets as clearly not a person reading them. I only mention it because it's become quite funny as to level of insistence that the problem is OneDrive related.

On the OneDrive issue it has become very much that the product labelled "2018" is no longer supported in, hang on, "2018" and the next version is required - I am extremely skeptical about the fix because if each issue results in having to buy the next version it becomes the norm that the vendor cynically holds onto fixes and hence a very expensive proposition and having been here with a.n.other product leads me back to reviewing the competition. I don't mind paying for a decent product - which in theory is what I did here but with the behaviour demonstrated so far I am not encouraged.

I might sound churlish but I am keen that anyone reading this (hopefully Acronis) understand that they have a customer base that has chosen to purchase the product and the easiest means to chase them away is fail to do what it says on the tin which seems a reasonable expectation. I am hoping the Acronis presents a reasonable proposition and I come back and sing their praises - again I don't really mind paying for an upgrade but it needs to be at a really good discount (the links provided are a 17% discount) if it's resolving a fundamental flaw in the product provision. 

 

So that said I am dutifully trying the 2019 version. Not sure how it's going, given it repartitioned a random external drive to start with meaning the drive uids changed so the backup jobs imported now sit there saying queue and having resolved that the progress bar is around 50% along having backed up 5% of my data....we'll see.

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Chris Page wrote:
I have one where I have a problem with locked files in a normal folder (nothing to do with OneDrive)

Chris, I would suggest opening a new topic for this locked files issue and give us a description of what you have done / what response etc so far for this issue.

On the continuing saga of OneDrive, then I guess we are all still waiting on Acronis for what they will produce in terms of a genuine, long-term fix for all OneDrive users, plus to see how this will be delivered and to who?

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If I make any progress with the locked files I'll create a new item here in the community to let people know the fix, suspect if it recurs I will have to did through Windows, not a problem to do if need be. 

 

It seems I am a testing 2019 as they clearly don't know if their fix works reliably but worth a shot (although progress now says 7m remaining and has only done about 15% of my data so guess not).

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I have now tested the 2019 version and it does indeed work. I fed back some issues :

- the new product wants to set up bootable media, that works but unfortunately it doesn't ask which drive so went and repartitioned the wrong drive which is rather annoying - have suggested the software needs to allow a choice.

- having repartitioned that drive the UID has changed so backups that were imported no longer work and have to be recreated from scratch.

- the time estimate appears to be based on the sizing of the OneDrive folder which Windows reports inaccurately, however, going a level down reports what appears to be a correct figure and hence could give a more accurate time  / size estmate.

 

The product did indeed work - but the discount level is simply inadequate to repair a bug in the current year's product (25% discount in USD, 17% in GBP).

 

Chris

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Chris Page wrote:

- the new product wants to set up bootable media, that works but unfortunately it doesn't ask which drive so went and repartitioned the wrong drive which is rather annoying - have suggested the software needs to allow a choice.

 

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Chris Page wrote:

I have now tested the 2019 version and it does indeed work. I fed back some issues :

- the new product wants to set up bootable media, that works but unfortunately it doesn't ask which drive so went and repartitioned the wrong drive which is rather annoying - have suggested the software needs to allow a choice.

I have never seen Acronis 2019 make bootable media without my instigating the process.  In that case it makes the destinatio dive for the backup task being created bootable by adding a recovery partition. That choice is only available if, my understanding is correct, the destination is a removable HDD.

Please explain exactly what happened in your case.

Ian

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I don't remember the exact terminology, when 2019 starts it offers to create a bootable recovery arrangement - which is fine but then didn't allow a choice of which of the connected drives to use - it picked one I would rather have not chosen. It's not the end of the world for my arrangement just something that could be handled better.

 

I'll see if I can find the correct info later - got Easeus running now though.

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Chris Page wrote:

I don't remember the exact terminology, when 2019 starts it offers to create a bootable recovery arrangement - .

Thanks for the update Chris; I have definitely not seen anything like this.

Ian 

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Ian, Chris, I suspect that you are perhaps seeing the option being offered to create the Survival Kit on your removable external drive when running a task to that drive for the first time.  This was given to me for one of my drives a couple of days ago after reinstalling 2019.

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Correct Steve, but it should only create recovery media if you click on it. So not sure what happened in Chris's case.

Ian

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...so several days on and it seems that my file locking problem for files and folders outside of OneDrive is apparently also OneDrive related but I have tested 2019 as best I can and the product appears to solve my problems and I have a working solution again.

 

I did also try Easeus but I have to say it was appalling (over 12 hours and not sign of finishing, it was operating but stupidly slow).

 

Acronis have since provided me with the licensed version of 2019 and I'm off and running again.

 

Chris

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That's good news Chris, thanks for the update / feedback.

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Chris, rather than creating a new disk backup to the cloud, you could try doing a files and folder backup for the OneDrive directory. (Suspicion that ATI 2019 only solves the problem for new backup task.)

Ian

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There is a recent update to OneDrive for Business introducing files on demand, so it is likely to cause similar issues.

Ian