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Will not back to secure zone

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Beginner
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Commentaires: 7

Windows 10 latest version 2016 true image worked fine.

secrue zone can be installed but no back ups can be made. System goes into a perpetual repeated pause.

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Forum Hero
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Seeing as how this is a new build and you have 1 year technical support now (or to the end of your subsription period if you have a cloud subscription service), I would  open a support ticket with Acronis tech support for this one to start with.  

I've never used secure zone so can't offer any assistance.  I fail to see the benefit of it over using a dedicated folder and/or drive to store backups from as it offers no additional protection from malware/ransomeware, but does add complexity to the partiton scheme and can only be accessed from within Acronis (natively - which, if someting is not working correctly, limits ability to access those backups).  

The one benefit, would appear that it is supposed to autogroom backups when full or expand - that is nice.  However, using cleanup tasks is already possible too.  I'm sure it works great for some, but I can't see the real benefit - just my opinion though.  

Just saw this wiki article on it - ineresting:  https://en.wikipedia.org/wiki/Acronis_Secure_Zone

 

Beginner
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Commentaires: 3

I have the same problem! After upgrade or clean install the ASZ is completely unusable with ATI 2017. ATI support remoted into my system and couldn't resolve the issue.  He told me he would email me instructions on how to upload the logs to him so they can attempt to find and fix the problem, but no email was ever sent.  

I was hesitant to upgrade, but I assumed that they wouldn't put out BETA software for something so important as backup software, I was mistaken. What a pissing waste of money and added headaches!  Why after 2 months of owning 2016 was I charged $50 for this rubbish?  Guess a year of software support is too much to ask for.

To add insult to injury the Automatic Recovery F11 option got frigged up preventing me from getting the OS to load and this forced me to recovery from a secondary backup source as the ASZ is useless now.  I have deactivated the F11 option now as it's a buggy mess.

I love irony, but not when it's my backup software causing the reason I need to recover and then preventing me from recovering from the very place the backup is stored.  If I hadn't had another backup location to recover from I would have been totally screwed.

 

 

Forum Hero
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Commentaires: 4869

I have not used Secure Zone since about version 10. It did not occure to me to test it during beta testing. The regular beta testers tend to focus on things that were problematic in previous beta testing or were known problems with the prior version (in this case ATI 2016)

It may help if you provided more information. Informmation on the operatinng system (for example Windows 10 Pro 64), if the system has BIOS or UEFI and does it use MBR or GPT.

Ian

Beginner
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Commentaires: 7

Windows 10 latest version.

Asia bios, UEFI, GPT disk.

 

Happens on all machines I install version 2017 on.

Beginner
Contributions: 2
Commentaires: 7

Windows 10 latest version.

Asia bios, UEFI, GPT disk.

 

Happens on all machines I install version 2017 on.

Beginner
Contributions: 0
Commentaires: 3

I had a new support technician this morning remote into my system. Regardless of the complete removal and registry clean of 2017 ATI and a fresh reinstall, the problem persists.  He copied several reports and he said he would refer to his available resources to determine what's causing the issue and how to rectify it.  I'll post an update if I hear back from Acronis Support.

Legend
Contributions: 109
Commentaires: 27984

I can also reproduce this issue with the ASZ and produced the attached log file.

The key lines in the log are:

id=6;  level=4;  module=11;  code=262151;  date/time=26/08/2016 17:28:35
          message=Error occurred while opening the file.
id=7;  level=4;  module=11;  code=262151;  date/time=26/08/2016 17:28:35
          message=Error occurred while opening the file.
id=8;  level=4;  module=316;  code=5;  date/time=26/08/2016 17:28:40
          message=Operation has completed with errors.;  line_tag=0x9F2C53C72E8BCE4E
Error_Code=AQUAPAFOzosux1Msn09wZXJhdGlvbiBoYXMgY29tcGxldGVkIHdpdGggZXJyb3JzLgAkbW9kdWxlAEF0aV9kZW1vbl92c181NTM0ACRmaWxlAEFrOlw1NTM0XHByb2R1Y3RzXGltYWdlclxkZW1vblxtYWluLmNwcAAkZnVuYwBBbWFpbgAkbGluZQBOWAIAAAAAAAAA

Fichier attaché Taille
387279-132958.log 1.7 Ko
Beginner
Contributions: 2
Commentaires: 7

same as mine. must be a bug

Beginner
Contributions: 2
Commentaires: 7

same as mine. must be a bug

Legend
Contributions: 109
Commentaires: 27984

Please do as I have done and submit Feedback via the Help (?) menu and include a System Report and reference to this forum thread.

RC1
Beginner
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I feel everyone's pain & frustration!

Have been battling Acronis with some bugs in their software since 2015 which they initially refused to investigate.

We are an Acronis reseller & had been given the run around for months by Acronis support which in the end told us to buy upgraded versions of their software (at more cost) for the latest version to fix the issue (but the issue still existed!), shows how much they appreciate their resellers & customers!

It is of my observation that thorough testing is not carried out before their software is released as too many common features of their software fails to function correctly or at all, I know that not everything can be 100% but I mean come on!

Head on over here if you are keen for a read: https://forum.acronis.com/forum/118362

 

Forum Hero
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Commentaires: 4869

RC1 wrote:
It is of my observation that thorough testing is not carried out before their software is released as too many common features of their software fails to function correctly or at all, I know that not everything can be 100% but I mean come on!

Head on over here if you are keen for a read: https://forum.acronis.com/forum/118362

I cannot say anything about internal testing, but having been involved with beta testing going back (I think) to ATI 2014. While beta testers are told that certian things have been added or are said to be improved, thus altering to the need to test, other changes are made to the code that relate to a particular function which we are not told about, thus we do not test that function. (The product development team may not have envisage that the code change would have potential adverse outcome.) We also look at things that are "know" to be broken in the current release version. There is only so much that can be done in less than two months of testing.

Not that this advances the situation.

Ian

Beginner
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Commentaires: 7

I worked with a tech over the weekend and sent in all logs. The sent me a note saying all the reuiqred info had been received. However, I have not yet heard about a fix

Beginner
Contributions: 2
Commentaires: 7

I worked with a tech over the weekend and sent in all logs. The sent me a note saying all the reuiqred info had been received. However, I have not yet heard about a fix

Beginner
Contributions: 2
Commentaires: 7

I worked with a tech over the weekend and sent in all logs. The sent me a note saying all the reuiqred info had been received. However, I have not yet heard about a fix

Forum Moderator
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Commentaires: 6921

Hi all,

The issue has been reported to the development team and investigation is in progress. We are very thankful for additional information: to find the root cause of the issue the dev team will need debug logs from the affected system (To prevent the disk from being filled with debug logs, please disable them after you have reproduced the issue and sent a system report to Acronis.) and step-by-step screenshots. Please send us these logfiles via in-product feedback or PM me, I'll give you a link for upload. Thank you for cooperation!

 

Legend
Contributions: 109
Commentaires: 27984

Ekaterina, I have recreated this problem with the debug logs enabled plus collected screen shots as requested.

Unfortunately, when I attempt to send these via the ATIH Feedback tool in 2017 I get the same issue as reported in forum post: 125182: Cable modem constantly reset when Acronis is open. even though I have applied the solution from KB document: 58630: Acronis True Image 2017: Internet Connection Lost At Acronis True Image Startup that allows me to use ATIH 2017 without the cable modem rebooting continuously.  It seems that either the Feedback tool or the System Report utility uses different programs that access remote UDP ports 1900 and 5553 than are advised to block in the KB document.

Have sent you a PM to get a link to upload the files.

Legend
Contributions: 109
Commentaires: 27984

Attempted to send feedback again after adding further firewall rules as documented in post 125182 - assuming this went through?

Legend
Contributions: 109
Commentaires: 27984

Good news on this issue, the latest build 5554 for ATIH 2017 has resolved this problem and I was able to backup successfully to the ASZ after updating.