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Error "The last backup has failed" Can't figure out why.

Thread needs solution

I've been using Acronis True Image 2019 b14690 without issue for a while.

I'm on Windows 10 x64 v1809 (17763.316)

Every Sunday I have it scheduled to backup my local C drive to a backup folder on my D Drive.

Recently I've opened up Acronis to see that the backup has failed and prompts to send a report.

I've tried the following so far...

-Uninstalling, using cleanup tool, reinstalling and re-setting up the backup

-Ran Chkdsk on both drives without error (both SSD).

-Making sure there is enough space available on the storage drive for the backup

 

I'm running a full backup scheme.

The behavior is weird. I manually run the backup, it starts, seems to stall around 46MB, then continues backing up, appears it has finished the backup in the main screen (but the image in the upper left still shows the ability pause), but then appears to restart. It creates multiple tib files... full_b1_s1_v1, full_b2_S1_v1, full_b3_S1_v1, up to b6. (File sizes range from 5.5GB to 13.1 GB). It then suddenly stops and shows the error "The last backup has failed" with no reason provided.

I've tried using the log viewer which does not show any signs of failure or reasons why. Maybe I'm not looking at something right?

I'm stumped why it would suddenly stop working when I have not changed anything. I'm not sure why it is making multiple tib files as the full backup usually makes just one large one. Hoping someone can point me in the right direction on how to resolve. Today is my last day of my subscription. I do not want to renew a useless product. Support shows expired (even though I should still have support today). 

Thanks for the help!

 

 

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Welcome to these public User Forums.

If you have done a clean full install and are seeing these problems, then please create an Acronis System Report (zip file) and use the Upload button to add it to your post (hopefully it will be smaller than the 2MB file limit allowed), and this may help us to better help you understand what is going on?

Note: If the System Report zip file is too large to upload, then send me a link to a share (from Dropbox, OneDrive etc) for it via a private message.

Ok, I've PM'd a dropbox link to the report.

I tried starting the same backup to my E drive which is an HDD and it appeared to be working correctly and got up to 160Gb but then started over and is exhibiting the same behavior as the other backup, restarting, creating a new tib file, hanging at 46MB, continuing backup. I closed it and then later on went to open to check status.

Acronis opens up with "Report a problem to Acronis" dialog and says "An unexpected error occurred during the last Acronis True Image session. To help us resolve this issue in the future, please describe the actions that you took" and prompts to attach a system report. Yet, it still shows the backup running. But Imagine it will be exactly like before and create multiple tib files then bomb out. 

Thanks for the System Report link - have taken a very quick browse through the ATI Logs and see nothing to show why this issue is happening that is obvious other than that the task logs only show one entry for the new full backup image being created but never show it completing or creating different files (unless each log represents this by virtue of the whole application ending & being restarted?).

There are lots of Windows Event Log entries for ATI though some of these are not coincidental with the times shown for your backup tasks.

It is approaching midnight here in the UK so time for bed and will look further when I have opportunity tomorrow.

The Windows Application event logs are showing lots of errors going back to last year suggesting there may be a more generic issue at work here.

The ATI 2019 error being reported is originating from Microsoft Visual C++ runtime:

Faulting application name: TrueImageHomeService.exe, version: 23.4.1.14690, time stamp: 0x5bf7e925
Faulting module name: MSVCR120.dll, version: 12.0.40660.0, time stamp: 0x577e0f1e
Exception code: 0xc0000005
Fault offset: 0x00011b69
Faulting process ID: 0x17760
Faulting application start time: 0x01d4c6ff14f14447
Faulting application path: C:\Program Files (x86)\Common Files\Acronis\TrueImageHome\TrueImageHomeService.exe
Faulting module path: C:\WINDOWS\SYSTEM32\MSVCR120.dll

The application event logs do not show any errors for the same period shown in the ATI backup logs.

I would recommend running the (as Administrator) -
SFC /SCANNOW to check the integrity of your Windows system files.

You may also need to consider an in-place upgrade of Windows 10 to resolve issues here.

The application event logs show that you have installed Macrium Reflect, does this give you the same errors or does it make a successful backup?

Other thoughts:  are you overclocking this computer?  Have you run a full memory check?

 

I only installed Macrium Reflect after this started failing but havent had a chance to use it yet. Will test and let you know.

I am overclocking. I ran a burn in test without issue using AIDA64 and Prime95 for an extended period of time and it was stable. For toots and giggles, let me remove the OC and run again. I will post back. Thanks for the help!

You might try updating the Visual C++ 2013 Redistributable Package on your machine.  Your crash is likely an illegal instruction that crashes the module.

For more info look HERE

Ok, so I went through and uninstalled a lot of the C++ distribution packages of various years. Some were in Chinese, some were duplicated with multiple versions, some didnt uninstall and I had to use IObit uninstaller to remove them. Then I did a clean install of them.

I re-performed the backup. Now it stops and says "There is not enough space on the destination drive". The destination drive has 1.81TB available. My C drive I'm backing up has 1.74TB Used Space.

It has always been enough space, so I'm not sure why I would be receiving that error. Any ideas for next steps?

Thanks for all the help with this.

It's too close. You have to have room for the backup and the snapshot.  Plus, if you use the default setting and it wants to make 1 large .tib, finding a big enough block on the drive is not likely.

If you have 1.75TB to backup and only 1.8TB to store it on, it's probably not enough room. You typically want at least 2-3 times the storage space as you're backing up to be safe so you can backup and have a version chain or 2.

1.75TB on one backup is a lot. Is this all one drive or type of data? If possible, break it into smaller jobs. Only backup the OS with one task. Only backup photos with another... Only backup your movie collection as another... Your music as another. Something along those lines if possible. Ultimately, you need more space though because it's just too close.

The error reverted back to the same generic error. The good news is I tried 2 more things... I repaired C++2017 and also turned off my overclocking.

Now the backup completes successfully as 1 file at 1.48TB.  Not sure what fixed it. I'm going to restore the OC and test again to see if it fails. if it does, I'll know that was the main cause and can adjust settings to make sure the backup works correctly. I'll post back once I confirm which one the root cause was. 

Thanks for everyone's help!

Good to hear you have got a good full backup and be interesting to know the outcome of your further tests to try to isolate the core issue?

Well it turns out it was my Overclock causing the issue. I had to add an additional .03 to the CPU vCore.

My 4790k had an extremely mild OC @ 4.5Ghz with 1.18v. It's now at 1.21v.

Interesting how I passed Prime95/AIDA64, no BSODs/Crashes, but enough of an issue to cause instability in the system.

As I increased vCore by .01 each time, I saw a correlation with the backup lasting longer before it subsequently crashed the C++ behind the scenes and recreated a new tib file. I'm surprised Acronis wouldn't just stop the backup with an error instead of recreating up to 6 new files.

I renewed my Acronis and supports only suggestion was to try and run a repair.

Without this community, I would have never discovered the true issue. Thanks everyone for all the help! 

Thank you for giving your update on the solution for this problem as will be of interest to other users.  Overclocking has been noted as a potential issue previously in the forums, but mainly due to the stress that ATI places on the computer when processing data for the backup.

I would suggest submitting Feedback about the recovery issue of creating new files when this type of error is encountered instead of retrying and continuing the current file if possible.  Personally, I would like to see a similar method to that used for backups to the Acronis Cloud being available for local backup tasks, where the cloud backup are able to pick up and continue after network failures etc.