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Samsung Galaxy 8 Mobile backup failure since upgrade to Android Pie

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Beginner
Posts: 5
Comments: 3

I have a PC running True Image 2019, and a Samsung Galaxy S8 phone which was being backed up to the PC via the mobile backup function. I don't know if it's coincidental (I don't think that it is), but the phone was upgraded to Android Pie on 4/19/19, and 4/20/19 the backup fails. It appears to be on the phone side, not the PC, as I have Acronis Cloud storage as well, and whether I choose to back up to the PC or to the cloud, the failure is the same. The phone app shows that its backing up, so many items of so many items, it gets to the end of the progress bar as if it's done, and then it gives an error that "Service unavailable due to maintenance or the subscription has expired" (neither of which is the case).

I have removed and reinstalled the app but the problem persists. I would love to have a solution to this problem so that I can continue to back up my phone.

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I'm wondering if there may be some old data left over. When I get rid of an app on Android, I press the icon to get the App Info page. Then I do these steps:

1. Force Stop

2. Press Storage, Clear Cache then Clear Storage

3. Return to App Info and press Uninstall

If really concerned, I check storage to see if anything may remain,

I've had Android Pie for quite a while and didn't have any problems, although I only tried the mobile backup a couple times before deciding it wasn't for me.

Legend
Posts: 106
Comments: 26714

Michael, please check that you are using the latest version of Acronis True Image: Mobile which was released in April 2019 and not an older version.

I do not have any devices with the latest Android Pie so cannot test against this, but if the latest version of the mobile app does not work with this, then you will need to open a Support Ticket direct with Acronis for them to investigate the issue.




Beginner
Posts: 5
Comments: 3

Thanks Steve:
I am running the latest version, and I have opened a support ticket with Acronis.
Forum Moderator
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Comments: 6679

Michael Sweeden wrote:
I am running the latest version, and I have opened a support ticket with Acronis.

Hello Michael, 
please share the outcome of the investigation with the community, thank you! 

Beginner
Posts: 5
Comments: 3

At this time, there has been no solution provided by Acronis nor anyone else, and the backup still does not work.
Ekaterina wrote:
Michael Sweeden wrote:
I am running the latest version, and I have opened a support ticket with Acronis.

Hello Michael, 
please share the outcome of the investigation with the community, thank you! 

Beginner
Posts: 0
Comments: 1

Hi,

I am unable to backup my Galaxy S10 running Adroid 9 to my Windows 10 PC.  I have 2 Windows 10 PCs, one running ATI 2018 and on with ATI 2019.  I have tried to backup my phone running the latest ATI Mobile app and they both fail to complete a backup.  The only message I receive is on the phone app saying "Service unavailable due to Maintenance or the subscription has expired."  I have a support ticket open, but am having trouble getting them to call me at a pre-apointed time.  Will let you know what they find, if I can get with them.  FYI, my ATI product is properly activated.

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Forum Moderator
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Ron Patton wrote:

The only message I receive is on the phone app saying "Service unavailable due to Maintenance or the subscription has expired."  

Hello Everyone,

we've created a change request (internal ID TTASK-29062)  to correct this message, as it is not related to the actual root cause here. However, we still don't have details about the real issue. Please raise a support ticket, if you encounter a similar issue\the same error message. 

Beginner
Posts: 1
Comments: 4

The same issue is over here and from some of the conversation over here I was able to figure out a solution https://forum.acronis.com/forum/acronis-true-image-mobile-devices/servi…

Gerd Schuetz wrote:

Hi,

I have the same issue.
I figured out, that the backup only failed during the back up of the images. Contacts, Messages, Movies etc. works.

As I see in the postings, there is obviosly no direct soulution. It sound to me like try and error  by reinstalling the applications.
Or am I wrong and there is a soultion but it is not postetd here?

I would appreciate if somebody can post the current status or better the soulution.

Best regards, Gerd

This was the clue I needed in order to solve this issue for me. I have a few of my family's phones backing up to the account, so while one phone had this issue from the beginning my other phone was working fine at first. Then it started having the issue and between the two clues, I was able to figure it out.

First yes it was only failing when doing photos. When my phone that had been backing up fine stopped working with the same error, I looked over the last couple of photos I had taken. They ended up being nothing reference photos for work so I deleted the last couple of days since the backup stopped. As soon as I deleted the photos the backup worked again.

The photos were nothing special. They seemed fine and like any other photos taken by the phone's camera but obviously, something was interfering with them backing up to the cloud. Once I took the original problematic phone's photos and backed them up to an external drive, I was able to delete photos slowly off of the phone until eventually, it started backing up. Then it would hit the problem again, I would delete more photos, and then it would keep working. So apparently there were multiple photos with problems. Eventually, it backed everything up.

Obviously several of the seemingly perfectly fine photos were interfering with the backup. The even weirder thing is I backed up the photos to her new phone, I was only able to get the backup working right before she got rid of her old phone, and with the same photos on the new phone, the backup completed fine. So apparently there was only something with those photos on that particular phone or version of Android.

The old phone with the problems was an S8+ on Android 9 and the new phone was a Galaxy fold 3 on Android 11. My other phone, that was working but then had the issue out of the blue so then I deleted a couple of photos and it worked again, was also an S8+ on Android 9.

Over the course of the app updating the error has changed slightly. I forget exactly its newest wording, something about the servers overloading, but hopefully, with this information, Acronis can nail down whatever the problem was and it won't happen again. Although like I said with the same photos on a fold 3 on Android 11 it backed up fine so maybe it's just relevant for older phones. Is anyone still having the problem on newer phones?

Also if Acronis was really interested I do have which photos I had to delete. I'm not exactly certain which of them were the problematic ones inside of the batches I deleted though and they are a lot of personal photos but I do have them for reference.

Forum Moderator
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Comments: 6679

Hello Andrew,

if you put the old photos back and re-attempt backup, does the issue reproduce? If yes, would you mind sending us Acronis system report via the feedback option