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ATI 2018 stuck on "Queuing" - cannot back-up or complete validations

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I had an hours long power outage, which shut down my NAS. When power came back I restarted the NAS, checked files, etc. and everything looked good.

However, ATI 2018 will no longer run scheduled back-ups or execute when I click "Back-up now". As well, if I try to validate my back-ups nothing happens. In every case, I get the message "queuing" (when I try to do a back-up or file verification) and it just sits there for hours.

In one case, I tried to validate the back-up and got a message saying a TIB file was missing - and I thought "progress", yet when I tried to point ATI 2018 at the file, the entire program crashed.

So, I downloaded the installer and ran the Repair function. No change at all.

This is all happening on a Windows 10 Home system and what is very curious is that my other ATI 2018 license, and back-ups on a Windows 10 Pro system on the same network and going to the same NAS, is working fine.

As far as I can tell the outage also happened when no back-ups were running.

So, to summarize:

  1. Stuck in "queuing" with no action
  2. Repair function did not help
  3. Files are visible on the NAS from the last back-up
  4. One instance of ATI 2018 (same network) is working and the other is not.

I really need to fix this and in the interim, have started local back-ups but I will soon be out of space. I need to keep regular back-ups of my work (independent consultant), so any help or advice would be much appreciated.

I have attached a Schedul2 log from today and also a TI_console log from last night as those both seem to show current details, but please let me know if other information would help. I may not be able to reply to requests before tomorrow but I will do so ASAP. Thanks in advance for any help or suggestions.
Barton

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Barton, a couple of suggestions to start with. 

Try reselecting the destination for your backup task (when it is not showing as queued) and see if this makes a difference?

Try creating a new backup task to the same NAS destination with just a few files / folders to see if that can succeed?

Hi Steve

Thanks for the suggestions. I tried both but neither one resulted in any change. I created a rather small back-up to the same destination and it sat "queuing" for quite a while, with no activity.

I also created a new destination folder on the NAS for a 3rd test and that didn't help. I can see the NAS folders in ATI, and can make new ones, etc. I just can't get the back-ups to run.

Also, I thought my local back up (to an internal drive, same PC) was working OK and this was just an issue with the NAS as a destination, but those back-ups won't run either.

Barton

Barton, that is a step forward in terms of removing the NAS as the main cause of this issue.

I would suggest trying doing a clean install of ATI 2018 for this problem PC which should clear out any configuration and application corruption issues ready for a fresh install.

To do a clean install, first uninstall normally via the Windows control panel.

Next, download and run the Acronis Cleanup tool (link below) as Administrator.
Note:  the tool will remove all installed Acronis applications and associated user data.  It will also suggest making changes to the Windows Registry but which are not needed when reinstalling later.

Restart the system after using the tool and before attempting to install a clean copy of ATI 2018.

You will need to create your backup tasks again, so start with something small & simple to test that all is working first.

Hi Steve

 

Sorry for the delayed reply. I was away from the city for a few days with limited access online. Anyway, I will do the re-install but wanted to mention something and ask a couple of additional questions to confirm:

  1. I just re-booted my PC as I got in, and launched ATI 2018. For some reason it started with 3 of the 4 scheduled back-ups showing as running, which was not how I left things. I "stopped" each one I tried after anywhere from 30+ minutes to an hour after getting the "queuing" message. Is that a symptom of something fixable?

Thanks again for all your help.
Barton

Barton, Acronis should only allow a maximum of one backup task to run at any time and set any others to be queued, so it should be impossible to have 3 or 4 tasks actually running!

One further thought here before doing a clean install.

Download the Acronis Scheduler Manager tool (link in my signature) and run this as Administrator which will open a command prompt type window.

Issue the command 'get list' to see a list of scheduled tasks on your system - this will show a list which will be longer than the actual number of backup tasks you have.

Next, issue the command 'task zap' which will remove all schedules for all your tasks.

If you repeat the 'get list' command, you will see a much shorter list with just some system entries.

Try selecting just one of your backup tasks and running it to see if it now will start correctly?

If you still see an issue, then try again after restarting the computer.  If the task now runs, repeat with some of your other tasks, then if all still looks Ok, you can reset the schedules for the tasks for how you want them to be.

Hi Steve, I did what you suggested and after the task zap, and a reboot, then restart of ATI; things began to work again. I am still unclear as to root cause. I suspect a combination of the power outage and (maybe) a firmware update/win 10 update, but it is too much to untangle w/o better logs.

Anyway, it is working again and if things do go sour once more, I will try this again and/or just do a clean re-install.

So, thank you so much for all your help. I really appreciate it :)

Barton

Barton, good to read that the queuing issue was resolved after zapping the scheduled tasks.  Thanks for taking time to feedback on this.