Cloud Backup never completes. Shows 99% complete. "Cleaning up... less than 1 minute"
Task Manager shows TrueImageHomeService.exe is using a constant 12-13% of my CPU.
According to the logs, this problem started about 4 days ago. I have plenty of available cloud storage, my account is current, there are no drive errors or other anomolies on my system. I have rebooted the machine several times and the problem always recurs at the end of a Cloud Backup session.
My local backups run with no errors.
Any ideas?
Thanks, I've opened a ticket. I'll report back if/when there's any resolution.
As promised, here is the update after my experiences with Technical Support. Having reproduced the problem for them multiple times and getting bogus suggestions ("There's an error on your disk, run chdsk /f /r" - Of course there wasn't any disk error, as I told them), they finally requested a ton of supporting troubleshooting info (system reports, Wireshark captures, ProcExplorer captures, logs, etc.). After a week, they came back with:
"Upgrade to 2017 and recreate your backup job."
This is Acronis' answer to every bizarre problem that crops up (and there have been a ton of them in the 5 years I've used them). Delete your backup job and recreate it.
HOW ABOUT YOU FIND AND FIX THE CAUSE OF THE PROBLEM INSTEAD? This pat-on-the-head answer is unacceptable in a provider of mission-critical software like backup. Particularly after having been sent to run in circles collecting all the troubleshooting info they require.
Steve, sorry to hear that you have not got a solution to the issue you reported to Acronis.
I would suggest at this point raising this matter with Gaidar, General Manager Acronis True Image by sending him a private message with your Support Case number, this forum topic reference etc. Perhaps he will sort out a free upgrade to 2017 for you if they cannot fix this problem unless you already have an Acronis Subscription license which entitles you to free upgrades to new versions.
Thanks for the suggestion, Steve, but I really don't want a free copy of the new set of bugs, I'd prefer a fix for the existing ones.
BTW, in the process of collecting the support files requested, I found over 50,000 ( ! ) old 2k log files in the Acronis Program Data\TrueImageHome\Logs folder. What programmer thought not automatically cleaning up this obscure folder was a good idea? Just deleting them took the OS several minutes. Did Acronis think that running the filesystem out of handles is a worthwhile goal?
Steve, understand about the old log files, these do not have any mechanism in place AFAIK to clean them or do any housekeeping so will keep growing unless you run the Acronis Cleanup Tool, but that is a sledgehammer approach.
I have tended to go browse the logs folders and just delete any older than a few months but users shouldn't need to have to do that. Please submit Feedback about this aspect of the application design too if you have time to do so.
Not a solution, but a work-a-round.
You can script this in a batch file and have it run as a scheduled task in Windows, as a pre or post cleanup with your backup or manually run it when you want.
Forfiles is built into Windows. This one liner will groom out all files in C:\ProgramData\Acronis\TndLogs that are older than 30 days. With NG having multiple log file directories, you can add multiple paths, or us /S to search subdirectories - just be careful if using *.* as that will look for all files and if you're not careful with the selected directory, you could delete other files. You can also change *.* to *.log to hone in specifically on just files with a .log extension.
forfiles -p "C:\ProgramData\Acronis\TndLogs" -s -m *.* /D -30 /C "cmd /c del @path"
Infor about forfiles switches... https://technet.microsoft.com/en-us/library/cc753551(v=ws.11).aspx
Syntax
forfiles [/p <Path>] [/m <SearchMask>] [/s] [/c "<Command>"] [/d [{+|-}][{<Date>|<Days>}]]
Parameters
|
Parameter |
Description |
|---|---|
|
/p <Path> |
Specifies the path from which to start the search. By default, searching starts in the current working directory. |
|
/m <SearchMask> |
Searches files according to the specified search mask. The default search mask is *.*. |
|
/s |
Instructs the forfiles command to search into subdirectories recursively. |
|
/c "<Command>" |
Runs the specified command on each file. Command strings should be enclosed in quotation marks. The default command is "cmd /c echo @file". |
|
/d [{+|-}][{<Date>|<Days>}] |
Selects files with a last modified date within the specified time frame.
|