backup fails

Hello Werner,

You may get a better response by posting this issue in the Acronis True Image for MAC Forum

The key issue that I see in the attached Acronis log information is: Cannot resolve the source path.

Have you changed the source selection for this backup task?

I would suggest creating a new backup task with a new name with the correct source and destination paths and seeing if that works for you.

Hello Steve,

thank you for reply.

I have one backup working incremential, it still works. But I learned from another post, that on iOS X there are only 10 backups, than Acronis will overwrite .....

So, I added another folder with another name and I added in Acronis a new task. But it fails! Therfore I took another external disk and I started a new backup, with the same result ..... I have changes names, too.

I found with google, that this bug did exist also con former versions .....

Really I have very bad luck with Acronis and for me it is a bad software. I am using it only, because it is very fast and I need speed, because I am working with my laptop in different places. The iOS X  time machine needs about 4 hours for a backup (with i7 procesor).

Werner, you are correct in the automated grooming of more than 10 backups with OS X.  However, there is no limitation for the # of different backup jobs you can create.  As a test, I would create a NEW backup task and run that one and see if that one behaves correctly or still has the same results as you're seeing now.  As Steve mentioned earlier, modifying a backup task (changing lcoations, renaming, etc) could be a problem with the existing task.  If you can create a new one and have it work, I would disable the old one and continue to use the new one instead. 

Hello Bobbo,

thanks for answer to me.

I tried it 20 times, I can create a new task, Acronis starts, but fails after e few minutes. I tried it also with a new external disk and there is the same problem.

I have an Macbook Pro 13" with the last version of OS X; also I have Parallels, last version; I tried it with VM open and closed, always with the same result. 

I have used the function of Acronis to report a problem, but I do not believe, they will answer me.

Surely I can uninstall Acronis, re-install it and use a new disk for storing, but 1. this is not, what do you expect from a paid software, and 2. I fear, that after a re-install I will be unable to make any backup. And my laptop is used for my work, I am in the street all the days with my laptop with the risk of loosing it. So an actual backup is very important for me.

When you say you have the latest version, do you have the 10.11.5 beta installed of OS X - that may be part of the problem as it is not officially released and/or supported by Acronis yet.  Even with 10.11.4 was released, I believe Acronis had to release an update for it to get functionality back again.  I'll forward this thread along and hopefully someone will reach out to you, but if you're on the beta 10.11.5, you may be stuck until Apple officially releases the final version of it.

https://beta.apple.com/sp/betaprogram/faq

Please note that since the public beta software has not yet been commercially released by Apple, it may contain errors or inaccuracies and may not function as well as commercially released software. Be sure to back up your Mac using Time Machine and your iOS device with iTunes before installing beta software. Install only on non-production devices that are not business critical. We strongly recommend installing on a secondary system or device, or on a secondary partition on your Mac.

sorry for misunderstanding:

I have 10.11.4  installed    (last oficial version)

      here you may see what happens .......

      the other 3 folders are working, because they are previous to the beginning of my problem. 

      I think, I have updated Acronis 17/04/2016

      I have installed the version   Acronis True image for 3 PC/MAC     2.0.6077

      so I believe, this is a ugly bug of the last update .....

     now I see, that above the number of the version there is a notice:     "your suscription has exspired"  I will believe, that this meens the cloud suscription, because I have bought a normal license.

I see in your log file you posted that there is an "Unsupported file type" entry, what file types are you backing up?

You may have hit the nail on the head about the subsription.  I always thought that if the cloud subscription ended, the software would continue to work in a non-cloud (stand-a-lone) way, but this may not actually be the case as the licensing says it is subscription based.  The way I'm reading the Cloud licensing, it REQUIRES an annual subscription which gives you unlimited support and upgrades, but at the cost of functionality once the subscription is expired and/or needs to be renewed (like Adobe Cloud products and some other subscription based software applications.)

https://kb.acronis.com/content/56550

https://kb.acronis.com/content/56514

Perpetual license means your license is unlimited in time. Annual subscription means your license is limited for 1 year. You can renew your subscription and continue using the product.

After your Acronis True Image Cloud subscription expires, all product functionality will be blocked until further subscription renewal, however, the backed up data is still accessible:

• For 5 days after subscription expires you can continue making backups to cloud storage.
• During 30 days after subscription expires you can restore data from Cloud Storage. Thirty days after subscription expiration the data in cloud storage is destroyed.
• Local backups remain available for restore.

Hello Bobbo,

thanks for writing to me!

I do not understand this at all. I have bought a license for 3 PC/MAC. I remember that it included a cloud license for a month to try.

I never used it.

I am registered in Acronis as client with license for Acronis true image since 2010, always upgrading .....

Hello Enchantech,

I have a Macbook Pro 13" with 512 GB SSD; in this disk I have Macintosh amd bootcamp with W 10 Pro 

I always make backup of the complete machine.

Werner, if you have a stand-a-lone license, you should be good to go as it is "perpetual".  If your cloud license was just the trial, that should not be an issue, but you may want to confirm in your account the type of license you purchased and/or what your account is showing as the purchased type.  For instance, mine shows "Acronis True Image Cloud" so I have a subscription based license.  If yours does not show "cloud" in the name, it should be a perpetual license then.

You are not the only one reporting an issue with the latest version for Mac either - there is one other.  I would definitely submit feedback through the app and a system report to go with it so that the support engineers have some data to review and see if they can identify a commone issue with the latest ATIH release.

https://forum.acronis.com/forum/117540 by user ALD2355
 

Hello Bobbo,

thanks for your comment.

If I log in in the web-page of Acronis with my account, I see the list of my licenses:  at the Item "products" it says Acronis True Image 2016  "3 PCs"  and beside there is "cloud storage"   "NO subscription"

I yet have send a report.

Just to be sure, I would reach out to tech support to see if they say you have the paid subscription version or the stand-a-lone version - if it is showing "cloud" this usually means you have a cloud subscription version, but perhaps not.  Do you have the original purchase information - does it say cloud or stand-a-lone?

here it is   

(it´s german)

Werner, what do you see when you sign in to your Acronis Account on the main Acronis website?

I see as shown below for Acronis True Image 2016 Cloud >> Support program = Consumer Subscription Support.

For Acronis True Image 2016 Upgrade >> Support program = Acronis Standard Home.

If you have the Consumer Subscription Support then check the Expiration Date is in the future.

look this

this is my account in Acronis

I will wait a few days, using my old backup-task, which still asre working

I sent 3 or 4 reports, I sent feedback mail to Acronis ......

It´s very bad service, if you are in chat and the only, what they are interested, is money .......

but they generated the problem with their update

if I recieve new notice, I will post it here

I think you're OK - seems to me that you have the standard license - but Acronis technical support could confirm 100% to be sure. 

Going back to Enchantech's post earlier, curious to know what "unsupported" file type it's hanging on as well.  Hopefully your system reports will get follow-up o n this.  There is at least one other mac user who posted they could not backup with the current version since the update was released either and they had to roll back to the previous one and things are working with it fine.

Now I recieved an e-mail from Acronis offering once more support for money ......... They are producing bugs and I have to pay?????

I asked for a link to download the build/version previous to 2.0.6077, because I wanted to try ..... they do not answer me .......

My sympathy for them arrieved to a very negative level .........

So, I decided to reinstall Acronis with the image I have ..... result: it seems imposible to desinstall it really, because after re-installing there are the same tasks I have had before ..... and obviously trying a new task there is the same failure .......

If anybody can guide me, how to make a clean des-install and where I can get e previous build, I will be happy .......

Werner, please follow the steps below to do a clean install of ATIH.

First uninstall the program via the Control Panel (or use an uninstaller such as Revo).

Run the Acronis Cleanup Tool (link in my signature below), then restart the computer.
Note: The KB document for the Cleanup Tool refers to checking for entries in the Windows registry - I have ignored this step on the occasions I have used it with no detriment, though if making changes to the registry, I stronly advise either exporting the registry before the change(s), or create a System Restore point, or image the drive for protection.

Reinstall the ATIH software (download a fresh copy from your Acronis Account if needed or if you don't have the latest build version installer).  Run the install as an Administrator (right-click on the installer to take this option).

Note 1: The cleanup tool will remove all your backup tasks and task history.  If you want to protect this information, then open C:\ProgramData\Acronis\TrueImageHome\ in Windows Explorer - this may be hidden on some systems - if so, go to the Folder option in the View pane and enable hidden files & folders).

Save a copy of the Database and Scripts folders to another location to restore back later.

Note 2: In order to restore the above folders & contents, you must stop all Acronis Services & Programs else you will encounter locked files in the Database folder.
 

I'm having the same issue. Initial backup worked flawlessly, next backup stops with an error.

2016-05-07T12:27:40.141 | 2 | 0x13c | 0x0000 | Build number: 6077
2016-05-07T12:27:40.142 | 2 | 0x13c | 0x0006 | ED749CEF-C321-4D7A-A433-0ED7943E5D8C
2016-05-07T12:27:40.146 | 2 | 0x064 | 0x0002 | Operation BOOTCAMP, Macintosh HD, Media started by schedule.
2016-05-07T12:27:40.146 | 2 | 0x064 | 0x0000 | Operation description: BOOTCAMP, Macintosh HD, Media.
2016-05-07T12:27:42.748 | 2 | 0x13c | 0x0000 | Operation: Backup
2016-05-07T12:27:42.749 | 2 | 0x13c | 0x0000 | Backup type: hybrid (disk level)
2016-05-07T12:27:42.749 | 2 | 0x13c | 0x0000 | Source: APPLE SSD SM1024F (/dev/disk0), APPLE SSD SM1024F (/dev/disk0), APPLE SSD SM1024F (/dev/disk0), APPLE SSD SM1024F (/dev/disk0), APPLE SSD SM1024F (/dev/disk0), asmedia ASMT1153e (/dev/disk1)
2016-05-07T12:27:42.749 | 2 | 0x13c | 0x0000 | Destination: /Volumes/Bunker/BOOTCAMP, Macintosh HD, Media.tib
2016-05-07T12:27:47.408 | 2 | 0x13c | 0x0000 | Operation: Consolidation
2016-05-07T12:27:47.409 | 2 | 0x064 | 0x000b | Priority changed to Low.
2016-05-07T12:28:04.759 | 4 | 0x004 | 0x0021 | 0x4b5d8963cbce44b0 | Unsupported file type. | ASEABACwRM7LY4ldS1Vuc3VwcG9ydGVkIGZpbGUgdHlwZS4AJG1vZHVsZQBBRVJST1JfTU9EVUxFX05BTUUAJGZpbGUAQS4uL2ZpbGUvZmlsZXN5cy9udGZzL250ZnNfZmlsZS5jcHAAJGZ1bmMAQUluaXRpYWxpemVEYXRhACRsaW5lAE6wAAAAAAAAAAA=
2016-05-07T12:28:04.786 | 3 | 0x017 | 0x0803 | 0xbe4a335cc601f5e5 | Operation has been aborted. | AQMIFwDl9QHGXDNKvk9wZXJhdGlvbiBoYXMgYmVlbiBhYm9ydGVkLgAkbW9kdWxlAEFFUlJPUl9NT0RVTEVfTkFNRQAkZmlsZQBBLi4vLi4vLi4vYXJjaGl2ZS92ZXIyL2ZpbGUvb3BlcmF0aW9uLmNwcAAkZnVuYwBBUHJlcGFyZUVycm9yACRsaW5lAE49AAAAAAAAAAA=
2016-05-07T12:28:10.815 | 4 | 0x13c | 0x0005 | 0x9f2c53c72e8bce7c | Operation has completed with errors. | AQUAPAF8zosux1Msn09wZXJhdGlvbiBoYXMgY29tcGxldGVkIHdpdGggZXJyb3JzLgAkbW9kdWxlAEFFUlJPUl9NT0RVTEVfTkFNRQAkZmlsZQBBLi4vLi4vLi4vcHJvZHVjdHMvaW1hZ2VyL2RlbW9uL21haW4uY3BwACRmdW5jAEFtYWluACRsaW5lAE6GAgAAAAAAAAA=
 

Hello Darius, welcome to these user forums.

Please can you raise your problem in the Acronis True Image for Mac Forum where you will find more people with the knowledge of the Acronis product running on Mac than here in the Windows forum.

Please also take a look at the following posts where the same 0x4b5d8963cbce44b0 | Unsupported file type. error messages has been reported.

http://forum.acronis.com/forum/117560

http://forum.acronis.com/forum/117540

Hello Steve,

I am sorry, but your comment is not helpfull. The link is a cleaning tool for Acronis 2015, not 2016! And it is a cleaning tool for Windows,

but my PC is a Macbook with OS X.

Darius, yes it seems we have the same problem. Do you have any contact with Acronis?

Hello Werner, sorry but that is one of the perils of posting about Mac's in the Windows forum - it is easy to forget that you are not using Windows here.

For information the Cleanup tool for 2015 also works fine on 2016 despite that the KB document still says 2015 - we have asked for this to be updated in the MVP forum but not happened yet.

Werner, you should be able to download the latest release from your online account.  Login online at https://account.acronis.com/login

It should be under my products and downloads. If not, technical support / customer service should definitely be able to help with at least that part for no charge as account issues and downloadsd are always covered according to https://forum.acronis.com/forum/18623

There are other threads showing issues with the latest version released on Macs (only a couple).  If technical support is not assisting and you cannot use the product at all, I would suggest sending a PM (private message) to the Acronis General Manager - gaidar as he has been very instrumental in helping customers with unique issues and increasing customer service.  I would reference this forum and these as well:

https://forum.acronis.com/forum/117540

https://forum.acronis.com/forum/117514  (your Mac forum post)

https://forum.acronis.com/forum/117504  (this post) 

Hello bobbo,

thanks for writing to me!

I see some misunderstanding:  I have the latest build. My problem is, that the latest build has the bug. So I would like to return to the previous build, which worked fine, but I do not have any idea how to get it and Acronis support does not answer my request to provide me an older build. 

For this problem  I re-installed the actual build 5 times (including the use of Onyx, ccleaner), always with the same bug as the result and I made 2 observations, first that I have always the same bug and second I learned, that it is imposible to uninstall Acronis cleanly. After any reinstall of the software I find the list of my former tasks. This says me, that the process of uninstalling lets information on my Mac without asking me ....... and there is no cleaning tool for Macs etc.

Okay, as an ultimate intention I will write to the manager ........

Hi Werner, 

Yes, I think Gaidar should be added to this thread for review as well so hopefully all works out in the end.  Under my product downloads, I do have a link to previous builds, but only v6559 and v6569 are available now so can't find v6027 anymore either.  I believe my online view is different than yours though as I also have some of the Enterprise apps and the product download login interface is different when you have those. 

I believe they should be able to send you the link though.  I keep older builds locally, for this purpose (just in case).

Hello bobbo,

thank you for being patient and obtrusively.

I sign in with my account in the german side of Acronis, the design is different. Finally I found, that clicking to download image, there will open a new small window, which offers the last build AND the previuos build!    see attachement

So, finally I download and install the build 2.0.6038. Now it works properly, recently I made a complet backup in a new folder of my external hard disk ...........

So, for the moment I can work more quietly.

Never the less I see 2 problems:  the last build 2.0.6077  has an important bug and Acronis is not interested in the bug neither in helping you.

once more thanks for patience !

werner96