Online backup fails - Error Code 0x00640005

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TI Home 2010 online backup is repeatedly failing on my desktop with Error Code 0x00640005. The task was working OK until 12/7/2010 when I disabled it as I was taking a long holiday. After re-enabling the task it will no longer complete successfully. I have tried running the task both manually and as a scheduled task without success. I have checked that the Acronis schedule service is running and set to Automatic.

There is no information on the Acronis web site about Error Code 0x00640005. The TI log simply reads "Operation has completed with errors". Any clues as what to try next?

Dell Inspiron 530 with Windows 7 Home Premium.

Thu, 09/09/2010 - 10:57
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I believe I had this in the middle of the logs; with the last entry "completed succesfully".

how much (and what type) data are you backing up in one period?

Mon, 09/20/2010 - 20:34
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Comments: 3268

Hello DavisJ and Simon!

Thank you for finding time to openthe thread regarding this issue. I understand how inconvenient the situation is  and will do my best to help you.

Unfortunately due to the lack of sufficient diagnostic information it is hard to identify the exact cause of the issue, so the situation requires investigation. Please gather the following data: 

  1. Create C:\Acronis\ folder and get the output of the below commands (from Start -> Run -> cmd):

    ping -n 50 storage3.acronis-hosting.com > C:\Acronis\ping.log

    tracert storage3.acronis-hosting.com > C:\Acronis\tracert.log

    (get both ping.log and tracert.log files)

  2. Specify the approximate time and date when the error occurred, the operation performed, and the amount of data backed up or restored.
  3. Get Acronis System Report as described in Acronis True Image Home 2010: Generating System Report

    If for some reason it is not possible to get the report, get the below information:

    • Acronis folder from:
      \Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\ (Windows XP)
      or
      \ProgramData\Acronis\TrueImageHome\ (Windows Vista\Windows 7)
      Application and System event logs (Start -> Run - > eventvwr.msc)

After that please kindly contact support directly with the information attached. Keep in mind that should there be any procrastination with the reply, you can always specify us the case number. We will do our best to speed up the process.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

Wed, 09/29/2010 - 13:32