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Error - Cant Mount Drive (repost from windows forum)

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Background - I am running MacOS Mojave 10.14.6 and True Image 2020 build 24.6.25760. I have two backups going the first is on a Drobo 5D3 and that have an error The Stream may be corrupted - check for a solution gives zero information. Before I start to look at this I decided to attached a new hard drive in an external enclosure to my iMac via USB and partitioned the drive (10GB) into two 5GB partitions using HFS+ as one is now a Time Machine backup. The second was meant to be a new Acronis image but it just won't mount the file. when I first attacked it wanted to create a bootable media which I selected yes, this was created but now I have zero backup on what is meant to be a safety backup before I start to work out the issue on my main backup.

Log File from the drive that fails to mount

2020-05-25T06:40:48:163+08:00 4606608832 I00000000: -----
2020-05-25T06:40:48:163+08:00 4606608832 I00000000: ATI Demon started. Version: 24.6.1.25760.
2020-05-25T06:40:48:166+08:00 4606608832 I013C0006: 7720E946-BD9F-40C6-A9E8-01EB93A39095
2020-05-25T06:40:48:170+08:00 4606608832 I00640002: Operation Vincents-iMac started by schedule.
2020-05-25T06:40:48:412+08:00 4606608832 I013C0000: Operation: Backup
2020-05-25T06:40:48:420+08:00 4606608832 I0064000B: Priority changed to Low.
2020-05-25T06:40:48:960+08:00 4606608832 E00000000: Can't read slices: Error 0x40011: The specified file does not exist.
| line: 0xaa33a143c434a5fc
| file: /private/bs_hudson/workspace/master/125/product/home/backup_worker/impl/backup_worker.cpp:174
| function: ReturnCodeToError
| line: 0xaa33a143c434a5fc, /private/bs_hudson/workspace/master/125/product/home/backup_worker/impl/backup_worker.cpp:174, ReturnCodeToError
| $module: ti_demon_macia64_25760
|
| error 0x40011: The specified file does not exist.
| line: 0xc8d8731ce106f9c3
| file: /private/bs_hudson/workspace/master/125/product/archive/ver3/adapter/error.cpp:53
| function: ConvertArchive3Error
| line: 0xc8d8731ce106f9c3, /private/bs_hudson/workspace/master/125/product/archive/ver3/adapter/error.cpp:53, ConvertArchive3Error
| $module: ti_demon_macia64_25760
2020-05-25T06:40:54:609+08:00 4606608832 E02AA0202: Error 0x2aa0202: Cannot mount volume '/dev/disk2s4'.
| trace level: error
| line: 0xa7f5ae6765fd9a74
| file: c:/jenkins_agent/workspace/mod-disk-backup/650/product/home/clone_containers_mac/mount_point_holder.cpp:70
| function: Mount
| line: 0xa7f5ae6765fd9a74, c:/jenkins_agent/workspace/mod-disk-backup/650/product/home/clone_containers_mac/mount_point_holder.cpp:70, Mount
| DeviceName: /dev/disk2s4
| $module: disk_backup_macia64_650
|
| error 0x860036
| line: 0x2efce5733470d9dc
| file: c:/jenkins_agent/workspace/mod-disk-backup/650/product/core/macex/device_utility.cpp:329
| function: Mount
| line: 0x2efce5733470d9dc, c:/jenkins_agent/workspace/mod-disk-backup/650/product/core/macex/device_utility.cpp:329, Mount
| token1: 0xc049
| $module: disk_backup_macia64_650
2020-05-25T06:40:55:895+08:00 4606608832 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bced8
| file: /private/bs_hudson/workspace/master/125/product/products/imager/demon/main.cpp:738
| function: main
| line: 0x9f2c53c72e8bced8, /private/bs_hudson/workspace/master/125/product/products/imager/demon/main.cpp:738, main
| $module: ti_demon_macia64_25760
 

Looking for some kind help to get this program working as I am not feeling safe at the moment with a corrupt stream and a failed backup.

I have check the drive, I can see it, copy to it not sure what the issue is ?

Was advised to repost here as I posted in the True Image 2020 which I am told is a Windows forum.

Thanks

Vincent

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Posts: 147
Comments: 5449

#1

Hello Vincent,

sorry for the delayed response! We'd recommend the following steps for this kind of issue:

1. Re-grant "Full disk access" permission as per https://kb.acronis.com/content/61832: 

  • remove Acronis True Image and com.acronis.trueimagehelper from the Settings - Privacy - Full disk access list (if present),
  • add the removed entries back by drag-and-dropping as per KB instructions (do not use the plus sign button for that), and
  • re-launch Acronis True Image.

2. Run "First aid" in Disk Utility in attempt to fix issues with unreadable files.

3. If the steps 1 and 2 didn't help, is is worth opening a support ticket (How to contact support), so that my colleagues can analyse the log files from your Mac.

If you are comfortable with examining the log files, you can also try this:  Search "backup_worker" log for "level=err; message=file backup: read_file" (without quotes). If found, look at the path displayed right after that text and add file/folder from the found path. Acronis fails to backup because some file/folder on the computer seems to be corrupted.

If it does not help, collect screenshot confirming that the permission is granted, collect a new system report to check if the error codes remained the same, and contact Acronis Customer Central.