Error 5017 During Full Backup
I'm using ATI 2020 Build 38530 on a Windows 10 version 20H2 PC. Last night during the full backup of a differential backup the backup failed with message stating the network share is inaccessible. Looking at the backup worker log, I see a message indicating error 5017 Network operation failed. I have attached that portion of the log. This occurred about 1 hour and 19 minutes into the backup. My PC was using an Ethernet connection, and other devices were using the internet at the time of the error and had no problems. I've looked at Event Viewer on my PC and see two DistributedCOM events at 9:35PM, which is the time in the backup work log for the error message. My Synology NAS log shows connection to the shared folder Backups at 8:01, 8:05 and 9:35PM, but there no indication of errors. Does anyone have any information about the 5017 error?
I tried to upload the log, but I see no indication that it uploaded.
At the Acronis support site it says ATI 2020 is not supported. Does this mean I cannot open a ticket for this problem?
Given what you report my suggestion is that you open True Image, select this Backup task and then click on the destination icon. Go through necessary to select the destination again like you did when you setup the task originally. Once you have that completed click on the Backup now button to run the backup.
Enchantech,
I clicked on the Edit Connection Settings link, clicked on Test Connection, and when it was successful, clicked on Connect. After those steps I clicked Backup Now. The backup completed successfully.
I have experienced this problem with my laptop and my wife's laptop a number of times. It always seems to occur during the full backups of the differential scheme. I opened this issue because I couldn't find an explanation for the 5017 error, and I hoped that something in the backup worker log would provide an explanation for the error.
Thanks for your help today and for the past times you have provided help.
Gary,
Your log shows that this backup fails almost immediately after execution and that suggest the backup location cannot be resolved thus my suggestion.
You say you have experienced this same failure with another machine a number of times, when that has happened does the same 5017 error get logged?
This could be a timeout error. Are you backing up over a wireless connection?
If you are not and your backup has not started to transfer data to your NAS prior to your NAS entering a sleep mode for example then that would be a possible issue that might cause this.
The more data selected for backup the longer it takes to actually begin writing data to the destination. I would have a look at that aspect and see if you might find that your device(s) are entering a timeout of some sort that causes the problem.
Enchantech,
The backup is scheduled to start at 8:00PM nightly, and the first entry in the screenshot of the backup worker log is at 8:01. The actual first entry is at 8:00, and I see that the error is at 8:05. At 8:07 the event viewer shows the following entry:
Volume OS (\Device\HarddiskVolumeShadowCopy17) is healthy. No action is needed.
The previous entry was at 5:56PM.
My wife's PC has experienced the 5017 and my PC has experienced it previously. The possible timeout error sounds good for my wife's PC because her backups are wireless. I sometimes use wireless for my backups, so that could be a reason for my previous 5017 errors.
I'll investigate my Synology NAS settings for anything regarding sleep mode.
Enchantech,
The Synology has a HDD Hibernation option and power schedule. I wasn't using the power schedule, but I was using the HDD Hibernation option. After the drives were idle for 20 minutes they would go into hibernation. Currently the main use of the Synology is for backups, so I feel the drives might have been in hibernation before some backups started. I've turned off the hibernation option.
Gary,
Yes, try that and see if clears the error from the logs. I'd say there's a good chance it will.
The backup ran without errors last night. It was a differential of 3.4GB. The real test might be on the next full backup because that is when the error usually occurs, if it occurs.
I run a CheckNas pre-command that Steve Smith provided, and I'm thinking about adding a command to that script to access a share on the NAS. I may change the idle time before hibernation to 2 or 3 hours. My thought is the access of the share will wake the NAS, which may eliminate the possible timeout.
Your logic is sound. I would think one of these would work and both should work. Report back on your findings.
Backups are working fine for my PC, but tonight is a full backup, which is when I encounter problems. I have added a dir command to the NAS check script and have hibernation turned off on the Synology NAS.
I wish the results for my wife's PC were as good. The last backup that worked was on March 24. On March 25 it had the Network Share is inaccessible 5017 error at the scheduled backup. Three hours later I did the Edit Connection Settings link to re-establish the connection and redefined the destination location. I clicked Backup Now, and this backup also had the Network Share is inaccessible error. About 50 minutes it ended it appears to have started on its own. At 6:19PM it failed with the message Failed to lock the file. I received an email every 10 minutes with the same error 6 more times. March 26 we had the Network Share is inaccessible error and didn't attempt to do anything else. Before the scheduled run time on March 27 I re-established the connection and destination location. When it ran, it received the Network Share error followed by 7 Failed to lock the file errors. On March 28 it was the Network Share error again. Today we rebooted her PC and re-established the connection and destination location, and we'll see what happens during the scheduled run.
If it fails today, do you have any suggestions for what I should do? Should I create a new backup or should I uninstall and reinstall ATI?
I'm very glad that Backblaze is running without errors on her PC.
Gary,
You might try a Restart on both the PC and the NAS. Often times network connection errors can be fixed by doing so. Troubleshooting these kinds of issues is trail and error for the most part. Keep at it.
I restarted the NAS too, and the backup worked without errors. It's hard to determine which restart fixed the problem, but I believe it was the PC restart. I'll continue to monitor the backups. Thanks for your help.
Enchantech,
My full backup and differential backups have run fine since my last update. On March 30 my wife's PC had the Network share is inaccessible error, and when I tried to rerun the backup, we got the Failed to lock the file error 7 times. I went through the Edit connection process and redefined the destination. Yesterday she got the Network share error again. I looked at the Event Viewer and found the following error at the time of the Network share error. Error 5007 TX/CMD timeout (TfdQueue hanged).
This appears to be related to the WiFi adapter. Although I haven't seen this error in the Event Viewer previously, the WiFi adapter may be having problems and is the reason for all of the Network share errors. Everything I've seen suggested to fix this error were already in place. I'll check to see if there is a driver update.
After the error yesterday I connected her PC to the router via Ethernet, and the backup ran successfully. We'll probably have to change the way her backups are done if we have to use an Ethernet connection.
Gary,
The good news is you found the issue. The bad news is, you might have to run some wire or change your methods a bit. At least you now know what to fix.