Best way to request case from Acronis support

Jill, when you login to your Acronis Account, you should have already registered your license key / serial number to the Account, after which you should be able to select the product for which you want support and open a ticket.

The key caveat here is that only ATI 2021 is currently supported for opening tickets!  ATI 2020 ended support 30 days after the general release of ATI 2021 in September 2020.

The only other method of getting support would be to pay them on a per incident basis.

For your backup issue, then use the MVP Assistant tool to view the log for the backup task and look for what messages are being logged before the task is being restarted over again?

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Thanks Steve, I  really appreciate your sound advice. will look for the MVP Assistant Tool

Jill, there is a link to the MVP tool in my signature below.

Thanks Steve. I  have attached screen prints of the MVP tool results - what a brilliant piece of software - well done to all involved.

Can you have a quick look and  advise the way forward?  Hopefully it will not involve another 5 hour backup

I  have added the VSS Doctor screen and the Disk Management screen.

I  am trying to backup Disk 2 to the G: partition on Disk 4

I  have run a chkdsk on G: drive, no problems found

Jill, some questions here:

What are you backing up and what type of backup is being made?

Is this a Disks & Partitions backup task, or a Files & Folders backup?

Is drive I: a part of your task source selection or is this the destination for the backup?

The VSS Doctor tool report looks to be suggesting that you have a disk or filesystem issue with drive I: and disk 3 (if these are not one and the same drive).

You should run CHKDSK /F against this drive / disk for a start, and if that doesn't show the issue, then download and use the diagnostic testing tools provided by the disk manufacturer.

Dedicated diagnostic utilities from the disk manufacturers take the longest time to complete the checks, but provide the most accurate methods of checking whether the disk is good or needs replacement:

 - Western Digital drives: Western Digital Dashboard

 - Seagate disks: SeaTools for Windows

 - HGST disks: HGST Windows Drive Fitness Test (WinDFT)

 - Intel SSDs: Intel Memory and Storage Tool (GUI)

 - Samsung drives: Samsung Magician

 - ADATA drives: ADATA SSD ToolBox

 - Kingston SSDs: Kingston SSD Toolbox, Kingston SSD Manager

 - Transcend SSDs: Transcend SSD Scope

 - Silicon Power disks: SP ToolBox

 - Toshiba disks: Toshiba PC Diagnostic Tool Utility

 - Crucial disks: Crucial Storage Executive

 - SanDisk disks: SanDisk SSD Dashboard tool / SanDisk SSD Dashboard user guide

Many thanks for this, Steve, you are very  helpful.

Drive I: is a partition on Disk 3, but it is nt being used in the backup - it is another external drive I  use for storing movies

I  have run chdsk on all the partition, read only, not Repair, and all have the message :

"Windows has scanned the file system and found no problems.
No further action is required."

I  have attached three log files produced for 3 partitions. The one for partition E: looks odd, taking a long time to examine the basic file structure.

will now chase up the Seagate diagnostic files. thanks for the very valuable links Steve

RESULTS of Windows Tools for Seagate:  all drives on my PC  passed the Generic Short form test

Forgot to answer your questions completely, Steve

Q1. What are you backing up and what type of backup is being made? Backing up all the partitions on Disk 2  to partition G on an external drive ( see source image attached)  I have done a Full backup two weeks ago, took 5 hours or more, and now doing an incremental backup

Q2. Is this a Disks & Partitions backup task, or a Files & Folders backup? D &P

Q3. Is drive I: a part of your task source selection or is this the destination for the backup? I: drive is nothing to do with the backup

The VSS Doctor tool report looks to be suggesting that you have a disk or filesystem issue with drive I: and disk 3 (if these are not one and the same drive). Have disconnected Drive I for the time being

Jill,

Your .txt files you posted may hold the answer.  I believe by your posts that Partition E: is the odd man out here in the chkdsk /F scans.  The output of text file 291375 shows the following:

Phase duration (Orphan recovery to lost and found): 0.03 milliseconds.
Progress: 21367 of 21367 done; Stage: 100%; Total: 76%; ETA:   0:00:36    
                                                                                       
                                                                                       
  21367 reparse records processed.

Reparse points are essentially pointers to files that have been moved to another disk or disk location.  These pointers tell the file system where these files are actually located.  The above output suggests that chkdsk found 21367 pointers and recovered these to lost and found which basically means the records were updated.

True Image metadata tracking may have interpreted this condition as disk corruption and that condition may have contributed to the behavior you observed.

I would suggest running the backup task again to see if the condition still persists.

Steve, if I were to delete all the files and reformat E: drive, would that affect anything else? 

Peter / Jill, if you are able to delete all the files from E: - is this because you have copies of the same files stored elsewhere or that the files are disposable? I ask because E: is included in your backup source, so if you reformat that drive / partition, you should reselect it again for this task as the unique identifier will have changed.

You could try just deselecting E: from your backup source and see if all then runs without issue?

Thanks Steve. The data is disposable, so I  can delete it. Will have a another go at a full backup once I  get a good result for chkdsk /r

Hi Steve, I  deleted and formatted E: partition on my Disk 2, and loaded it with some files for test purposes.

I  then disconnected all my external drives, except the one 6TB Seagate disk that I  was backing up to (Disk 3 - G:).

I  then ran SeaTools for Windows on the three  disks connected, using the Full Generic Test which took 7 hours, running simultaneously. All three disks scored 100% (Disk 0 Win10 SSD; Disk 2  Data; and Disk 3 (G:). That test does not do any repairs.

I  was able to successfully backup the internal 4TB Disk 2  which holds all my data to the external 6TB Seagate.Disk 3

Many thanks for your help, Steve, so glad to get there in the end.
 

Jill, glad you have got a successful backup!