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Wifi connection keeps dropping with mobile device backup

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Beginner
Posts: 2
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I have True Image 2019, Windows pc running windows 7 64bit, and a samsung galaxy s5.  I attempted a backup, and the wifi connection keeps dropping and have I to start the backup over again.  I have had no problems with my wifi, which serve my pc, a laptop, and a printer.  Any suggestions?  I wish I could use my s5 charging cord to connect with my pc, but tech support chat said this is not possible.  It should be.

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Legend
Posts: 110
Comments: 28791

Welcome to these public User Forums.

I haven't seen any Wifi connection issues with my own mobile backup (Samsung Galaxy J5) but the reliability and performance improved significantly after I invested in a new Netgear Orbi mesh solution and did away with the previous D-Link powerline adapters I was using.

One suggestion would be to have the mobile plugged in to its charging cord while doing the mobile backup, plus to check your power saving options in case the phone is turning off wireless when the screen goes blank.

Beginner
Posts: 0
Comments: 2

I am trying to use Acronis True Image 2018 to do mobile backups of my Moto G7, and I am having a similar problem. The phone is plugged into its charger, and there is a strong connection to my Google WiFi mesh, but the phone keeps disconnecting in the middle of the backup.  I have to hit the "i" button and then click "reconnect" (which is always successful) and then start the backup again.  But yesterday I had to do this about 15 times before the backup finally completed successfully. Today it took about 5 times.

Forum Hero
Posts: 70
Comments: 8346

I'd report feedback to Acronis and provide them with any requested logs / system reports to help identify the issue.  If it is an Acronis True Image issue, the only way to try and pinpoint it would be to work with Acronis tech support and provide them logs and system info for them to look into and see if there are any identifiers in them that point to an application issue.

My guess though, is that this is a local issue and would be pretty hard to nail down in the form.  If the phone is locking at any point, it will probably cause an issue.  Wifi is just too difficult to gauge as being "strong" or reliable in any regard.  Even if you have full bars and are directly next to the router, there could be a lot of interference from other devices or networks in the area, there could be too much network traffic bogging down the router or QOS could be limiting connectivity while prioritizing for streaming devices, it could be a firmware bug, the phone could be briefly switching from wifi to mobile without even realizing it, the router could be dropping packets causing a very brief disconnect, etc.  It's really hard to troubleshoot - short of swapping out a new, dedicated wireless router and only connecting that one mobile device to it for comparison of behavior with everything else basically the same (such as SSID, channel, frequency, etc.)

I don't do a lot of mobile backups, but in my testing, it had no issues staying connected for the full duration of backups... even initial ones that had several GB of photos and videos.  

 

Beginner
Posts: 0
Comments: 1

try resetting your phone to factory settings and see what happens. The main thing is to save the data somewhere

Beginner
Posts: 0
Comments: 1

I am a long time user of Acronis True Image and currently using the 2020 version. I have tried several times to back-up my Apple SE (2020) with Acronis Mobile, however it keeps failing. One reason is the clumsy way how the local target location can be determined. I didn't even try to use a local NAS, but even on the direct PC discs the management of what location to use or change to is difficult to manage.

Whatever I do, the App keeps on crashing on my phone after 45 % of the back-up is done and after that the Windows application keeps reporting it cannot connect through WiFi with the Phone any longer. Also starting the App on the phone cannot be done. It keeps on crashing. I deleted the back-up definitions in Acronis as well as reinstalling both Phone App and Windows App, but nothing works. Consistently the same problem pops up. Very annoying all these errors you bump into every time.

Also the time it takes to execute a PC Backup is taking more and more time (sometimes days for a simple 500 GB SSD), so I am very hesitant to renew my license. 

Beginner
Posts: 2
Comments: 4

Same problem here, Samsung Galaxy S20, PC with Windows 10, Acronis 2019. It's constantly dropping the connection even though the PC is hardwired and I have excellent connection to wifi on both.

My thoughts - the phone may be switching between mobile cellular data and wifi. SO I switched OFF the mobile data to run purely on wifi.

I have 2 SSIDs because of the 2.4 and 5.0 GHz bands. Made sure my phone and laptop were connected to the same SSID.

My laptop is hardwired, but app says the phone and laptop need to be on the same wifi, so I connected my laptop to the wifi as well.
 

I'm not sure if all this worked because it claims to have finished the backup before I could test all these changes. It says it successfully backed up, but then it still reports that the connection dropped.

I guess time will tell...