Acronis True Image 2021. Desktop backups began failing today. Acronis VSS Doctor fails to repair the problem
I have been using Acronis True Image to do nightly desktop backups to a NAS for years. Starting with last night's backup attempts. I get notices that the backups fail. Today, 4 more backup attempts failed. I searched this forum for solutions. I found instructions to run VSS Doctor. That program found and repaired two registry errors.
However, it continues to report under Disk I/O Load that "an error occurred when performing a check. Invalid query." It also reports under Event Log that "some VSS-related errors or warnings occured during the previous day." The details of the VSS error are "Volume Shadow Service information: The Com Server with CLSD {4e14fba2-2e22-11d1-9964-00c04bbb345} and name CEventSystem cannot be started. {0x8007045b. A system shutdown is in progress.}"
I Googled that information and found advice to verify the VSS Service and the Microsoft Software Shadow Copy service were started. The Volume Shadow Copy Service is not starting. I also read that I must CHKDSK C: /f as well as any unnamed partitions on the same drive. I used AEOMI Partition Assistant to chkdsk the unnamed partitions. I even tried a program update repair install.
I am at a loss as to how to resolve this problem, any suggestions?
Hello Leroy!
Please try the following solutions:
1- Reboot the machine, this may for the VSS service to restart.
2- This error means It's unable to calculate the disk I/O.
Check for permissions for the external drives. To localize the issue, remove all ext disks and retry the VSS diagnosis. If the error vanish then we can know if it's a internal drive issue or external drive issue. ( If you use any Ext. Disk ).
3- Search for errors in the disks with the disk report: https://kb.acronis.com/content/1638. If the report presents errors, you should fix them in order to execute the backups.
4- You can try to recover the machine to the latest recovery point, It may solve the solve ( if this is suitable for you).
5- Repair these VSS error by contacting to Microsoft and run the VSS doctor again after to confirm they are resolved.
Thanks in advance!
Thank you. Acronis is still working fine on my other two computers.
I have spoken with MS support. The first level tech said he was elevating my VSS problem and that I should expect a callback within 24 hours. I believe that time has passed without a call. I am headed out of town for a week, making future discussions with MS unlikely until my return.
This morning, I tried to regsvr the VSS dlls. Unfortunately, the posted help page I followed was inaccurate for 64bit systems. I now generate more error messages.
I am presently making a duplicate copy of my c: drive. After my return home, I may try a WIN10 repair install to see if that fixes things with VSS.
Leroy Latta wrote:Thank you. Acronis is still working fine on my other two computers.
I have spoken with MS support. The first level tech said he was elevating my VSS problem and that I should expect a callback within 24 hours. I believe that time has passed without a call. I am headed out of town for a week, making future discussions with MS unlikely until my return.
This morning, I tried to regsvr the VSS dlls. Unfortunately, the posted help page I followed was inaccurate for 64bit systems. I now generate more error messages.
I am presently making a duplicate copy of my c: drive. After my return home, I may try a WIN10 repair install to see if that fixes things with VSS.
Hello Leroy!
Please let us know after if it was possible to resolve the issue.
Thanks in advance!
Steve, I have restarted VSS successfully using commands designed for a 64-bit system. I have chkdsk those partitions that are accessible and checked for bad sectors in those that I can not chkdsk. Nothing was reported. I have downloaded Rescue Media Builder v. 2.6.2 as you suggested and viewed the logs as you suggested. I honestly am unfamilar with this level of information and was unable to make much of it.
I attempted a backup of this desktop yesterday. Again, It failed and restarted another attempt. VSS Doctor gives me a red x for an Disk I/O failure. It also lists the following errors:
Volume Shadow Copy Service error: Unexpected error calling routine CoCreateInstance. hr = 0x8007045b, A system shutdown is in progress. .
Volume Shadow Copy Service information: The COM Server with CLSID {4e14fba2-2e22-11d1-9964-00c04fbbb345} and name CEventSystem cannot be started. [0x8007045b, A system shutdown is in progress. ]
I need a backup system that works. I am at a loss. I am unable to divine a fix for this problem. I would be happy to pay for services to correct this problem. Does Acronis provide such services or can you recommend a support firm?
Leroy
Leroy, the fact that you are still seeing the same error [0x8007045b, A system shutdown is in progress.] suggests that you have some issues present on your system which in turn offers some choices of how to proceed.
One recommended action is to run the following commands from an Administrator command prompt:
DISM /Online /Cleanup-Image /CheckHealth
DISM /Online /Cleanup-Image /ScanHealth
DISM /Online /Cleanup-Image /RestoreHealth
SFC /scannow
An alternative option is to try a different backup application such as Macrium Reflect which also uses VSS and see if that also hits the same error to show that this is either a problem with Acronis or else a Windows problem?
Thank you. I will do each.
Progress to report.
I had run the DISM and SFC commands at the start of this problem. This time the DISM commands triggered a need for a reboot to repair. That process resembled an update install. I reran the DISM and SFC commands upon bootup. Then I ran VSS Doctor it still identified the Disk I/O invalid query error. However, the list of VSS errors is gone. I am now running a manual-started TrueImage backup to see if it succeeds or fails. That will take a few hours. If it fails, I will install Macrium Reflect to see how it responds.
Thank you again.
Oh Darn, failed again.
True Image says "The end of this file has been reached." Then, it started another backup. I have seen this error phase of this problem. I do not know what it means.
I looked for a discussion on the forums, under Advanced, Performance, I was set to "VSS" rather than "VSS w/o writers." If I understand this, I need to change to VSS w/o writers. Here goes another try. . . .
That quickly failed with a big Red X.
If you are making Disks & Partitions backups that produce .tibx files, then you should be using VSS (with writers) which is the default setting for tasks.
Again, the logs are needed here to best try to understand what is actually happening and why the backups are failing. The MVP Assistant tool is the best vehicle for accessing the logs.
Because of the File > Upload size limitations and issue that it isn't working! Then you should put the logs (zipped) in a Cloud share or else create an Acronis System Report zip and share that via a Cloud share. You are welcome to send me a private message with the link to the zip file if you are concerned about putting it direct into a forum post.
Leroy Latta wrote:Oh Darn, failed again.
True Image says "The end of this file has been reached." Then, it started another backup. I have seen this error phase of this problem. I do not know what it means.
Hello!
Usually that error code reports to issues in the disk:
To run a chkdsk on your machine, I would request you to follow the steps shared below:
->Start->Run->Type "cmd", right click "Run as an administrator"
For example, if you want to check the 'D' drive, then you will enter the following command -
chkdsk D: /R
Once the operating the command above is done, please proceed with the command below for the same drive.
chkdsk D: /F
You could also try to : Re-attach the drive used as backup destination and edit backup task settings, re-select the external disk, save the changes and run the backup again. https://kb.acronis.com/content/46893
Please share here the entire error code so we can have a look.
Thanks.
Hello. I use a QNAP NAS to store the True Image backups. I have run chkdsk with the appropriate switches on my desktop drives. I have not gotten any error messages with that. VSS doctor continues to report a DISK I/O Load error "invalid query". I no longer get any VSS errors. True Image reports completing two backups last night and is presently running another, which presently ties up the application. However, things are still not right. TI does not report validating those backups, nor did it shutdown when each completed--it went on to start another backup. It will be another 3 hours until the current backup is completed. Then, I intend to install Macrium Reflect to test how it responds to my setup.
Steve which particular log file should I send to you?
the following is an email notice of a backup failure--
2023-04-12T22:42:07:962-08:00 22348 I00000000: -----
2023-04-12T22:42:07:963-08:00 22348 I00000000: ATI Demon started. Version: 25.10.1.39287.
2023-04-12T22:42:08:041-08:00 22348 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2023-04-12T22:42:08:043-08:00 22348 I00640002: Operation REDROCKET started by schedule.
2023-04-12T22:42:08:180-08:00 22348 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2023-04-12T22:42:08:181-08:00 22348 I013C0000: Operation: Backup
2023-04-12T22:42:08:182-08:00 22348 I0064000B: Priority changed to Low.
2023-04-13T03:13:21:449-08:00 22348 E00000000: Error 0x40002: The end of the file has been reached.
| line: 0x4df5a451c224a599
| file: c:\jenkins_agent\workspace\ati-main-win-ati\529\home\backup_worker\impl\process_io.cpp:95
| function: Home::ProcessIoImpl::ReadLineFromOutput
| line: 0x4df5a451c224a599, c:\jenkins_agent\workspace\ati-main-win-ati\529\home\backup_worker\impl\process_io.cpp:95, Home::ProcessIoImpl::ReadLineFromOutput
| $module: ti_demon_vs_39287
2023-04-13T03:13:21:449-08:00 22348 E00040002: Error 0x40002: The end of the file has been reached.
| trace level: error
| line: 0x4df5a451c224a599
| file: c:\jenkins_agent\workspace\ati-main-win-ati\529\home\backup_worker\impl\process_io.cpp:95
| function: Home::ProcessIoImpl::ReadLineFromOutput
| line: 0x4df5a451c224a599, c:\jenkins_agent\workspace\ati-main-win-ati\529\home\backup_worker\impl\process_io.cpp:95, Home::ProcessIoImpl::ReadLineFromOutput
| $module: ti_demon_vs_39287
2023-04-13T03:13:21:544-08:00 22348 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bcedb
| file: c:\jenkins_agent\workspace\ati-main-win-ati\529\products\imager\demon\main.cpp:741
| function: main
| line: 0x9f2c53c72e8bcedb, c:\jenkins_agent\workspace\ati-main-win-ati\529\products\imager\demon\main.cpp:741, main
| $module: ti_demon_vs_39287
Leroy, you need to find the Backup Worker log file for your task or zip the whole Backup Worker folder.
For ATI 2021 the location is: C:\ProgramData\Acronis\TrueImageHome\Logs\backup_worker - zipping the whole folder would work best but you will still need to share it via a cloud drive link.
The alternative is to create an Acronis System Report zip file which captures all the logs plus other relevant information such as a disk report and system / application event logs etc.
The forum would not allow me to submit a hyper link. So, I sent it to you in a message.
It may take me a while to see my private messages unfortunately as the forums keep giving me 504 Gateway Time-out errors each time I try to access them!!!##
An alternative to posting hyper-links is to put the web link in the text removing the initial https:// part of the link so that it shows as pure text. i.e. (https://) forum.acronis.com
I did try the removing https:// trick. does this, remove the spaces
drive. google. com/ file/d/1996Q5jTnQLYyY3EHN9VMvIQny4v6_Nc3/view?usp=share_link
Leroy, thanks for the zip of the Backup Worker logs.
The logs from yesterday are mainly showing the VSS issue with snapshot issues which look to have stopped as you reported earlier.
What I am seeing though in multiple logs are indications of memory errors:
12/04/2023 03:52:28:979 PM -08:00 21700 I00000000: Pid: 13936 type=log; level=err; message=Fatal: failed to allocate memory at e:\jenkins_agent\workspace\mod-backup-archive3\663\libarchive3\validate.c:378;
12/04/2023 03:52:28:979 PM -08:00 21700 I00000000: Pid: 13936 type=log; level=err; message=BUG at e:\jenkins_agent\workspace\mod-pcs_io\421\pcs\libpcs_io\pcs_malloc.c:59/pcs_malloc_failed();
12/04/2023 10:20:58:493 PM -08:00 12676 I00000000: Pid: 5260 type=log; level=err; message=Fatal: failed to allocate memory at e:\jenkins_agent\workspace\mod-backup-archive3\663\libarchive3\validate.c:378;
12/04/2023 10:20:58:493 PM -08:00 12676 I00000000: Pid: 5260 type=log; level=err; message=BUG at e:\jenkins_agent\workspace\mod-pcs_io\421\pcs\libpcs_io\pcs_malloc.c:59/pcs_malloc_failed();
13/04/2023 03:13:18:625 AM -08:00 22404 I00000000: Pid: 22248 type=log; level=err; message=Fatal: failed to allocate memory at e:\jenkins_agent\workspace\mod-backup-archive3\663\libarchive3\validate.c:378;
13/04/2023 03:13:18:625 AM -08:00 22404 I00000000: Pid: 22248 type=log; level=err; message=BUG at e:\jenkins_agent\workspace\mod-pcs_io\421\pcs\libpcs_io\pcs_malloc.c:59/pcs_malloc_failed();
13/04/2023 07:40:41:239 AM -08:00 24008 I00000000: Pid: 10120 type=log; level=inf; message=ar#1: archive close (commit=4651/4651, file_size=54601162887168, uuid=e768d2de953b312b3f5ec416c06813db, user read=0MB write=871978MB) rc=0 (Success);
13/04/2023 07:40:44:720 AM -08:00 24008 I00000000: Pid: 10120 type=commonerror; value="??(????Operation is canceled.$moduleAdisk_backup_vs_735$fileAe:\jenkins_agent\workspace\ati-disk_backup\735\product\main\core\resizer\archive3\backup_partition.cpp$funcA`anonymous-namespace'::PartitionBackuper::ReadDrive$lineNWA; id=1;
13/04/2023 07:40:44:722 AM -08:00 24008 I00000000: Pid: 10120 type=retcode; value=5012; id=1;
13/04/2023 07:40:44:723 AM -08:00 7216 I00000000: Pid: 10120 >>> exit
The last log above from the most recent backup suggests the backup was cancelled?
Do you have any overclocking of memory or processor etc going on with this PC as that can cause some very strange errors with applications which are intensive in their use of the same components?
I notice from the logs that you are making an 'Entire PC' type backup which will include all internal disk drives - I would recommend clicking through the Source panel where Entire PC is shown and then selecting 'Disks & Partition' instead, then selecting only a single disk drive if you have more than one disk. This tends to be both more efficient for backup and also when needing to do any recovery, as separate backups for individual disks allows for different backup schedules and options as needed, plus also reduces the overall time needed for completion.
First, thank you so much for looking at the logs. I did cancel the last backup. It was a part of a chain of self started backups I needed to interrupt so that I could reboot to install and test Macrium Reflect. That program is running its first backup now. No errors so far.
Yes, both my processor and memory are overclocked. They have been that way for several years. I experienced this problem only recently. I am thinking I should set the speeds back since it is unnecessary for my present uses.
I like your idea of switching the backups to Disks& Partition." I should do that on my other two family computers as well. I had little idea how to set this program up when I first installed it.
FYI, Macrium Reflect 8 ran a Disk and Partition backup today without any errors.
Leroy Latta wrote:FYI, Macrium Reflect 8 ran a Disk and Partition backup today without any errors.
Hello Loroy !
Please update us after and tell us if the issue is resolved permanently.
Thanks.
Hello, I am pleased to say that today I setup and sucessfully completed a "disks and partitions" backup. Thank you, Steve for your masterful assistance.