Periodic hang
Using ATI 2017 build 5555 on Windows 10 64 bit. Configured for differential backup of one full followed by 6 diffs. Generally all works well except that every 8 to 10/12 days I check in the morning and will find ATI hung at "calculating time remaining" and has been all night. The PC needs to be restarted to clear the hang and ATI will then complete the backup.
Here is the text of the log file for todays hang.
log uuid=0D09162A-FC0B-4975-BFCA-9C10014A271C; product=Acronis True Image; version=20.0; build=5554; task=9BA41F32-87F4-4371-B9F2-4851D438D191; task_name=My_Partitions
Start= 11/23/2016 12:02:01 AM
id=1; level=2; module=100; code=0; date/time=11/23/2016 12:02:01 AM
message=Backup reserve copy attributes: format tib; need_reserve_backup_copy false
id=2; level=2; module=100; code=2; date/time=11/23/2016 12:02:01 AM
message=Operation My_Partitions started by schedule.
id=3; level=2; module=100; code=0; date/time=11/23/2016 12:02:23 AM
message=Backup reserve copy attributes: format tib; need_reserve_backup_copy false
id=4; level=2; module=316; code=0; date/time=11/23/2016 12:02:23 AM
message=Operation: Backup
id=5; level=2; module=100; code=11; date/time=11/23/2016 12:02:23 AM
message=Priority changed to High.
id=6; level=2; module=11; code=1008; date/time=11/23/2016 12:02:23 AM
message=Create Backup Archive From: Disk 1, Disk 2 To file: X:\My backups\MGA Backup\My_Partitions.tib Compression: Normal Exclude: Files matching mask Match criterion:
hiberfil.sys
pagefile.sys
$Recycle.Bin
swapfile.sys
System Volume Information
*.tib
*.tib.metadata
*.~
*.tmp
C:\Users\Dave\AppData\Local\Temp
C:\Users\Administrator\AppData\Local\Temp
C:\Users\Guest\AppData\Local\Temp
C:\Users\DefaultAppPool\AppData\Local\Temp
C:\Users\Dave\AppData\Local\Microsoft\Windows\INetCache
C:\Users\Administrator\AppData\Local\Microsoft\Windows\INetCache
C:\Users\Guest\AppData\Local\Microsoft\Windows\INetCache
C:\Users\DefaultAppPool\AppData\Local\Microsoft\Windows\INetCache
C:\Users\Dave\AppData\Local\Google\Chrome\User Data\Default\Cache
C:\Users\Dave\AppData\Local\Opera Software
C:\Users\Dave\AppData\Local\Mozilla\Firefox\Profiles
C:\Users\Dave\AppData\Local\Google\Chrome\User Data\Default\Cache
C:\Users\Dave\AppData\Local\Opera Software
C:\Users\Dave\AppData\Local\Mozilla\Firefox\Profiles
C:\Users\Dave\AppData\Local\Google\Chrome\User Data\Default\Cache
C:\Users\Dave\AppData\Local\Opera Software
C:\Users\Dave\AppData\Local\Mozilla\Firefox\Profiles
C:\Users\Dave\AppData\Local\Google\Chrome\User Data\Default\Cache
C:\Users\Dave\AppData\Local\Opera Software
C:\Users\Dave\AppData\Local\Mozilla\Firefox\Profiles
C:\WINDOWS\CSC
C:\$GetCurrent
C:\$Windows.~WS
id=7; level=2; module=1; code=504; date/time=11/23/2016 12:02:25 AM
message=Pending operation 172 started: 'Creating partition image'.
id=8; level=3; module=100; code=0; date/time=11/23/2016 6:51:04 AM
message=The operations have been canceled due to the system shutdown.
id=9; level=4; module=100; code=0; date/time=11/23/2016 6:52:04 AM
message=This operation has been terminated due to time out.
Start= 11/23/2016 12:02:01 AM
Finish= 11/23/2016 6:52:04 AM
Total Time= 06:50:03
Any ideas?
I was hoping that ATI would be good for unattended backup but if I have to check every morning...
Hi Enchantech,
Thnks for the tip. Drive 1 is a Samsung 1TB SSD, drive 2 is a standard HD. Under advanced power management it shows "Turn off hard disk after: 0 minutes.
I can select Never in the pull down but when I bring the dialog back is shows 0 minutes again. A Google search shows that this is expected and that the HD is actually set to not power off. I've never noticed a delay in accessing the drive so I assume it's always powered up.
The target drive (X:) is a 3TB USB drive that will power down when not in use but it doesn't seem that ATI gets that far.
Dave
I would check your Power Plans USB settings in the Advanced settings and insure that Selective Suspend is disabled. That will keep all USB ports powered up all the time so that the drive would not be powered down by Windows.
How often do you reboot? You should be rebooting at least once a week for system stability/perormance. Background patches, updates, etc. can mess with other services until they are fully applied with a reboot and if you're going a week or 2 between reboots, it could be number of issues - especially if the problem is occurring mostly after extended periods of non physical user activity to the machine since Windows does have different level of power states over time. In addition to hard drive spin down from Windows, there is USB and PCIE to consider as well... or perhaps AV locking a file during scanning that is running before the backup is set to kick off.
What type of hard drive (make/model) is the one in question - you may want to check the specs online to see if there's any info on internal power saving features that might be firmware imposed as well. Most consumer level hard drives are rated for 5x8 usage, where as higher end spinning drives like WD Black are designed for 24/7. If you have a WD Blue, or something in that range, they can be getting hot and/or doing other internal things to try and increase the disks lifespan. Perhaps not, but could be. Ultimately, try to reboot a little more frequently, especially if this only occurs if the system has not been rebooted in a week-or-so.
A few responses.
USB selective suspend was/is set to Disabled.
The internal WD hard drive is a black so should be good for extended usage. The system is usually active until about 11PM each evening. Backups are scheduled to start just after 12AM so there is not a lot of inactivity before backup runs. By the time backup runs there is probablly only Windows Live Mail and Chrome web browser running. There may be a development IDE or something left running now and then but this morning there was only mail and Chrome.
I just loaded the WD drive utilities and have turned the sleep timer off on the USB drive. We'll see if this has any effect. I think that even if the target drive had shut down it should have started up in the 7 or so hours ATI hung calculating time remaining.
Sounds like you have covered the bases with possible power setting options causing a time out so let the backup run as scheduled and see if the change you made to the sleep timer on the USB drive makes a difference. Please post back what ever your results trun out to be.
Well, swing and a miss. Since I last posted I've had 2 hangs with "calculating time remaining" stuck on the screen. After rebooting ATI will start the missed backup and complete normally. I now have all internal and USB drives with sleep mode off and never powering down so I don't think that's the issue.
The most recent hang was this morning with the PC having been up only 3 days since a reboot. I did check with File Explorer and every drive that was to be backed up was spinning and responsive. Same with the USB target drive. All ATI processes were at zero percent CPU usage.
Any other ideas? Rebooting every day should not be necessary.
I would suggest that you create a System Report which you can do from the Help screen (the question mark icon on lower left of GUI). Contact support to open a support ticket. Support will need to have a look at the System Report to determine the cause if possible.
I suspect you have a conflict of some sort possibly with another application or even a Windows service. Such issues require investigation by Acronis developers for resolution.