No cloud backup possible... [solved]
Hi,
mein letztes cloudbasiertes Backup ( TI build 8058 ) lief am 1. Juli ohne Probleme.
Seit 2 Tagen bekomme ich eine Fehlermeldung "letztes Backup fehlgeschlagen"
Nach dem Klick auf "Backup" jetzt steht in der Statuszeile kurz "Vorbereitung", dann "Verbindungsaufbau zur Acronis Cloud" und dann kommt die Fehlermeldung.
Account als solches ist gültig, es werden mir auch noch 86,5 von 250 GB als frei angezeigt.
Irgendeine Idee ?
Hi, I did my last cloud backup ( TI build 8058 ) on July 1st without any problems.
But since 2 days the backup didn´t work ( "last backup went wrong" ).
After click on "backup now" the status line shows "preparing", then "trying to connect Acronis cload" and the the error message. No detailed error description....
My account is valid, showing 86.5 from 250 GB available.
Any ideas ?
In reply to Snoopy, have you tried using… by truwrikodrorow…
Hi, I ran the US and the US Version ( I´m using a german server for the backups ), in both versions everything was "successfull"...
I now tried to recover some data, the errorcode is :
0x006400CC+0x0064026F+0x01900009+0x00980062
By the way, logging in ( via Firefox-Browser ) is not possible, I have to use Chrome ( maybe a javascript or flash-problem ??? )
Funny, the Dashboard says "261.5" of 250 GB used...The site itself shows 160 GB used ( as TI shows )...
But now I got the message :"Server is temporarily not available". That may be the problem !
In "Details":
Errorcodecode: 98
Modul: 152
Zeileninfo: 0xA46E8D7BA5BB85F2
Felder: {"$module":"ti_demon_vs_8058"}
Nachricht:
THX so far
'But now I got the message :"Server is temporarily not available". That may be the problem !'
Yes, that is possible. The server could be off-line or there may be a configuration issue. This can happen from time to time but in my experience it is rare. I know I have had the problem, but not sufficiently often to consider it a problem.
Ian
Hi,
We have several customers running Acronis True Image 2017 backup to cloud. Several of these stopped working around July 5th, 2017.
So it must be a problem with Acronis datacenters (or some of them). We have tried to contact Acronis support, but they just state that "you have a problem with the internet connection" but this problem is on different locations, different PCs, different Internet connections, different Anti-virus.
So it must be a problem with Acronis.
Henrik, welcome to these User Forums.
If you are seeing these problems across different computers in multiple locations etc, then please send a private message to Slava and ask that he take a look at your issue for you. If you have a Support Case number from your contact with Acronis Support, then please pass that to Slava too, along with a link to this forum topic.
In reply to Henrik, welcome to these… by truwrikodrorow…
Hi Steve,
Thanks I will try that.
Hi Hendrik,
meanwhile I´m in contact with acronis support.
They wanted me to send logs, etc. ( I did it as good as I could, except Wireshark-logs... )
I told them, that this can´t be an TrueImage problem because Login via Browser into my cloud account is possible, but nu recovery etc.
I tried it as well from diccerent PCs in different networks ( even from an iPad via LTE / 4G ).
"No connection to server possible".
It´s DEFINETELY an EU-Server-Problem !!!
Which EU Servers are you having problems with?
I am able to backup to the servers in France and the United Kingdom with no issues at the moment? Just tested since reading Snoopy's last post.
Hi Steve,
it´s the German Server ( DE ).
What makes me crazy is the different amount of free space in the dashboard and in the software...
Looks like there´s a problem with the filesystem on the server...
Can you do a simple test by creating a new backup task of a single file or small folder to go to the France server? This will prove that your internet connection etc is all good and the problem is definitely with the German server!
I have just done this for a small folder backup to the German server and it was uploaded with no issue!
2017-07-12 17:22:59:418 1912 I00640002: Operation Cloud DE started manually.
2017-07-12 17:23:00:866 1912 I013C0000: Operation: Backup
2017-07-12 17:23:00:867 1912 I013C0000: Backup type: file level
2017-07-12 17:23:00:899 1912 I013C0000: Operation: Consolidation
2017-07-12 17:23:00:900 1912 I0064000B: Priority changed to Low.
2017-07-12 17:23:26:070 1912 I013C0006: Operation has succeeded.
Start: 12/07/2017 17:22:59
Stop: 12/07/2017 17:23:26
Total Time: 00:00:27
Another suggestion might be to try clearing the contents of the C:\ProgramData\Acronis\TrueImageHome\OnlineBackup folder which holds the credentials, configuration and certificates used by Cloud backups. You will probably need to sign in again on the ATIH Account page after doing this. This can help if you have got a bad certificate etc.
Hi Steve,
I tried 4 things ( I deleted the OnlineBackup folder before, but I did it once again ;) )
1. Creating a new backup to france-server => works perfect
2. Creating a new ( not encrypted ) backup to german-server => works perfect
3. Creating a new encrypted backup to the german server => works perfect
4. Trying to start my "old" backup ( encrypted to german server ) => ERROR AS BEFORE !
So there must be sonething wrong with the settings of the backup I assume.
But what and why ? I didn´t change the settings the past 2 years !
Sure I could delete my old backup and create a new one, but then I had to upload again 165 GigaByte of data...
Any further ideas from your side ?
Anyway, thanks for your help so far !
I see the same thing as Snoopy. Cannot backup existing cloud backups, cannot log into Acronis Cloud, can create new cloud backup without issues. I use the server in Germany and i noticed it 9 july.
I have tried to sign out/restart TI2017/sign in again with no luck. Will create a support ticket tomorrow.
I can only recommend doing as Roger has said above and creating a Support Case for this issue, especially as you have narrowed the issue down to pre-existing backup tasks to the Cloud, proving that you can do new backups and have a good internet connection etc.
I´ve got a support case already, I´ll wait and see ;)
That's good but also make sure they know about this forum topic to see that you are not alone with this issue etc.
@Roger :
Do you also have different indications of free / used cloud space ?
TI2017 shows 85 of 250 GB free, 165 used. ( That seems to be correct )
The Online-Dashboard shows 261.5 GB of 250 GB used ( that´s not possible ).
If the free space would have ran out new online backups wouldn´t have been possible.
Snoopy, i cannot test that right now since it is impossible to log in. I opened a case yesterday, #03037416, but he was not able to solve the problem. Right now i am going to uninstall TI2017 and remove all traces of it from the computer and reinstall it.
Update:
I did uninstall TI2017, restarted the computer, reinstalled TI2017 and that did the trick for me. I don´t know if that was a coincidence or not but it works now. There is no need to upload the data again. :)
Snoopy, this is what i did:
1. Uninstall TI2017.
2. Restart the computer.
3. Reinstall TI2017 build 8058.
4. Launch TI2017.
5. After a couple of seconds the cloud backups start to appear in the interface of TI2017.
6. Select the cloud backup in the interface of TI2017.
7. Down right in the interface you will find a button named Reconfigure.
8. Type the Password when/if promted if the backup is password protected.
9. Now, select the files/folder/folders you had in in the backup.
10. When done, click OK.
11. Now click on the Options button to set options such as schedule (or not), etc.
12. Click OK.
13. Now click the Backup button.
14. Repeat step 6-13 for each individual cloud backup.
Now TI2017 will scan the files and compare the local files you selected with the files you have already backed up to the cloud. If you selected the correct files/folder/folders under #9 this process will take a couple of seconds/minutes depending how much data it is. Files that are already backed up will not be backed up again.
I have several cloud backups and all of them are just one (1) folder with subfolders per backup, so reconfiguring for me is easy since i just have to select one (1) folder per backup. If you have several folders and/or several files from different HDD´s per backup and are unsure wich folder you actually selected i urge you to go to "C:\ProgramData\Acronis\TrueImageHome\Scripts" before uninstalling TI2017 and save the scripts to another location. There is one script per backup and they contain what files/folders you selected in plain text. Move those scripts to another location before uninstalling TI2017 since they will be deleted by the uninstaller.
Make sure to select the right files/folders since if you don´t you can really mess up things and deleting files in the cloud by mistake. They can often be recovered but it will be messy and will cost you time. :)
In reply to Hi,… by henrik@datapeople.dk
It seems, that Acronis has corrected the problem on the datacenters, we can se that several of the failing clients are now backing up to cloud with no failures.
It is a problem that we did not hear anything from Acronis support about this. Wasted a lot of time with Acronis support, where we just was told that the problem was on the client side.
Hi Henning,
right you´re, now it works ;)
@Roger :
I did not reinstall my TI2017, so Acronis really must have fixed the problem during you r re-install ;)
Good to hear that the problem is resolved now but fully agree that there needs to be better communication when there are problems with any of the Cloud servers, Datacentres etc. A status page via the Dashboard would be a great improvement.
Jepp,
but in the overview ( when logging in via chorme-browser ) there´s still indicated, that used memory is 261.5 GB ( from 250 available :D )
In TI2017 the indication is correct ( 163.6 GB used )
BTW: I can NOT LOGIN via Firefox-Browser ( since a few month... ) .
I can enter Name & passwd, but can´t click the "Logon"-Button. Is it flash-based ???
In chrome it works fine...
Snoopy, no problem for me logging in with Firefox to my Acronis account and seeing my cloud storage usage. The key difference that I see is that the storage used is shown as less than I see from the Dashboard or local ATIH application, but that may be down to Cloud backups done using the 2018 Beta which account for the difference in size shown!
I am using Firefox 54.0.1 64-bit