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Acronis TrueImage hangs

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I just "successfully" transferred a license to a new PC, and now I am no longer able to clone a HDD. The process hangs in the "preparation" stage.

The HDD on my new laptop contains 107GB of data, and the capacity of my external USB drive is 300GB. I never experienced this problem before. Tech support advises me to upgrade to the latest version, but the new PC runs Win 10 as did my old PC. Can someone lend a hand, and throw some light on why ATI never gets past the preparation stage?

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Have you tried making a full disk backup of the same source HDD and does that also hang during the preparation stage?

Have you checked the source HDD for any file system issues, i.e. using CHKDSK and / or any diagnostic tools provided by the disk maker?

Have you checked the log created by Acronis for all operations?

Download a copy of the MVP Assistant log viewer tool and use this to look at the logs to see if they show any issues during the operation process?

The latest version of the new log viewer tool is at the link below.
New MVP Assistant Version 2.7.4 Available

If you have Disks & Partitions backups created on ATI 2020 or later using .tibx files, then look in the Backup Worker logs.

If you have Files & Folders backups using .tib files (or Disk backups from earlier versions using .tib files) or using Cloning then look in the Demon logs.

Other logs are shown by the MVP Assistant under the 'Active Logs' heading of the Log Viewer page of the Assistant, i.e. Media Builder.

The Schedule2 log contains information related to scheduled task but is one of the more difficult logs to read / work through.

The log files should be zipped to preserve their original file names if sharing in the forums and would need to be less than 3MB in size, otherwise you would need to share the zip file via a Cloud share service such as OneDrive, Dropbox etc.

A diagnostic scan of the source and destination drives found no errors: I can write to the destination drive and delete dat without any problems. The drive in the laptop was restored to the factory shipped state. 

I downloaded and ran the latest version of MVP assistant but don't have the expertise to use the tools therein. But I am able to navigate to the resident log folder...

C:\ProgramData\Acronis\TrueImageHome\Logs\

Which log file would you be willing to look at? I tried to upload "ti_monitor.0.log (19KB) that I zipped, but this site states that "the file could not be uploaded." The log shows that Acronis is "Unable to get used cloud size: Error 0x1900002: No Internet connection," IpnChecker found "Error 0x2640003." But I have no problem accessing the Internet with the computer. It seems to me that ATI is insisting on using its cloud service. Now why would I use an Acronis cloud service if backing up to an external USB drive on my desk? 

Only the Demon and BackupWorker logs are likely to be of any value here but you could simply zip the whole logs folder and share it via such as OneDrive, Dropbox etc.

The file upload option in the forums has been broken more than working for a long time.

Share links need to be 'broken' so they are not clickable directly, i.e. leave off the https:// part of the link and just post the text that follows that part.

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Posts: 2
Comments: 1727

Hello !

. The fact that it hangs during the preparation stage could be due to various factors. Let's try to troubleshoot the problem:

  1. Check External Drive: Ensure that your external USB drive is functioning correctly and has enough free space for the cloning process. You mentioned it has a capacity of 300GB, which should be sufficient for a 107GB HDD, but it's always good to double-check.

  2. USB Connection: Make sure your external drive is properly connected to the new PC. Sometimes, a loose or faulty USB connection can cause interruptions during the cloning process.

  3. Check for Background Processes: Ensure that there are no other resource-intensive processes running in the background that might be affecting the cloning process. Close unnecessary applications and tasks.

  4. Run as Administrator: Try running Acronis True Image as an administrator. Right-click on the program icon and select "Run as administrator" to give it the necessary permissions.

  5. Compatibility Mode: In some cases, running the program in compatibility mode for an earlier version of Windows can resolve compatibility issues. You can right-click on the program's executable, go to "Properties," and navigate to the "Compatibility" tab to enable this option.

  6. Driver Updates: Check if there are any driver updates for your external USB drive and for your internal hard drive. Outdated drivers can sometimes cause issues.

  7. Antivirus and Firewall: Disable your antivirus and firewall temporarily during the cloning process. Sometimes, security software can interfere with the operation.

  8. Reinstallation: If none of the above solutions work, consider uninstalling and then reinstalling Acronis True Image. This can resolve any potential software corruption issues.

Feel free to update the thread if you have any questions during the troubleshooting process.

Thanks in advance!

Thanks for the kind responses. 

I think I found the problem. ATI tries to access the Internet when told to clone my laptop HDD to an external USB drive. I am persuaded that there is nothing wrong with my new PC or ext. USB drive as I can move files to and from the ext, drive without any problem; and I experience no issues accessing the Internet. Since Acronis does not permit me to upload a 4KB zipped text document, I include the contents below. The following message referring to "cloud size" appears repeatedly:

"2023-09-18T18:22:47:975-05:00 10772 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection."

The content of the log file is...

2023-09-18T01:28:29:163-05:00 10708 I00000000: Monitor started.
2023-09-18T01:28:29:506-05:00 10708 I00000000: Load qt resources
2023-09-18T01:28:30:599-05:00 10708 I00000000: GetDisplayInfo succeeded: DPI: 96, scaling: 100%. Monitors: Resolution: 1366x768, work area: 1366x728, physical DPI: 76. 
2023-09-18T01:28:30:630-05:00 10708 W00000000: EnableHiDpiScaling - console doesn't fit monitor resolution with system scaling. Set scale to 1.
2023-09-18T01:28:32:443-05:00 10708 I00000000: Init GA events
2023-09-18T01:28:37:316-05:00 10708 I00000000: Creating ransomware check operation
2023-09-18T01:28:37:566-05:00 10708 I00000000: Active protection. Service connected
2023-09-18T01:28:37:566-05:00 10708 I00000000: Active protection: Start polling. PollType - 1
2023-09-18T01:28:45:861-05:00 2600 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T01:29:37:727-05:00 2600 E00000000: IpnChecker. Error occured: Error 0x2640003
| line: 0xe697d94272e5759f
| file: c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211
| function: Home::SqliteApi::SQLiteStatement::Step
| line: 0xe697d94272e5759f, c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211, Home::SqliteApi::SQLiteStatement::Step
| $module: ti_managers_vs_15560
|
| error 0x8: attempt to write a readonly database
| line: 0xe697d94272e5759f
| file: c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211
| function: Home::SqliteApi::SQLiteStatement::Step
| line: 0xe697d94272e5759f, c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211, Home::SqliteApi::SQLiteStatement::Step
| $module: ti_managers_vs_15560
2023-09-18T01:38:33:865-05:00 2600 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T01:38:37:270-05:00 2600 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T01:38:37:270-05:00 2600 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T01:48:37:647-05:00 2600 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T01:48:37:647-05:00 2600 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T02:04:47:644-05:00 10712 I00000000: Monitor started.
2023-09-18T02:04:47:847-05:00 10712 I00000000: Load qt resources
2023-09-18T02:04:47:894-05:00 10712 I00000000: GetDisplayInfo succeeded: DPI: 96, scaling: 100%. Monitors: Resolution: 1366x768, work area: 1366x728, physical DPI: 76. 
2023-09-18T02:04:47:894-05:00 10712 W00000000: EnableHiDpiScaling - console doesn't fit monitor resolution with system scaling. Set scale to 1.
2023-09-18T02:04:47:940-05:00 10712 I00000000: Init GA events
2023-09-18T02:04:51:237-05:00 10712 I00000000: Creating ransomware check operation
2023-09-18T02:04:52:002-05:00 10712 I00000000: Active protection. Service connected
2023-09-18T02:04:52:018-05:00 10712 I00000000: Active protection: Start polling. PollType - 1
2023-09-18T02:04:59:016-05:00 10788 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T02:05:51:551-05:00 10788 E00000000: IpnChecker. Error occured: Error 0x2640003
| line: 0xe697d94272e5759f
| file: c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211
| function: Home::SqliteApi::SQLiteStatement::Step
| line: 0xe697d94272e5759f, c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211, Home::SqliteApi::SQLiteStatement::Step
| $module: ti_managers_vs_15560
|
| error 0x8: attempt to write a readonly database
| line: 0xe697d94272e5759f
| file: c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211
| function: Home::SqliteApi::SQLiteStatement::Step
| line: 0xe697d94272e5759f, c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211, Home::SqliteApi::SQLiteStatement::Step
| $module: ti_managers_vs_15560
2023-09-18T15:23:43:638-05:00 9332 I00000000: Monitor started.
2023-09-18T15:23:43:841-05:00 9332 I00000000: Load qt resources
2023-09-18T15:23:43:873-05:00 9332 I00000000: GetDisplayInfo succeeded: DPI: 96, scaling: 100%. Monitors: Resolution: 1366x768, work area: 1366x728, physical DPI: 76. 
2023-09-18T15:23:43:873-05:00 9332 W00000000: EnableHiDpiScaling - console doesn't fit monitor resolution with system scaling. Set scale to 1.
2023-09-18T15:23:43:920-05:00 9332 I00000000: Init GA events
2023-09-18T15:23:45:982-05:00 9332 I00000000: Creating ransomware check operation
2023-09-18T15:23:46:357-05:00 9332 I00000000: Active protection. Service connected
2023-09-18T15:23:46:372-05:00 9332 I00000000: Active protection: Start polling. PollType - 1
2023-09-18T15:23:56:745-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T15:24:46:374-05:00 10316 E00000000: IpnChecker. Error occured: Error 0x2640003
| line: 0xe697d94272e5759f
| file: c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211
| function: Home::SqliteApi::SQLiteStatement::Step
| line: 0xe697d94272e5759f, c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211, Home::SqliteApi::SQLiteStatement::Step
| $module: ti_managers_vs_15560
|
| error 0x8: attempt to write a readonly database
| line: 0xe697d94272e5759f
| file: c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211
| function: Home::SqliteApi::SQLiteStatement::Step
| line: 0xe697d94272e5759f, c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211, Home::SqliteApi::SQLiteStatement::Step
| $module: ti_managers_vs_15560
2023-09-18T15:33:45:418-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T15:33:46:543-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T15:33:46:543-05:00 10316 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T15:53:47:380-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T15:53:47:380-05:00 10316 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T16:03:47:783-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T16:03:47:783-05:00 10316 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T16:13:49:685-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T16:13:49:686-05:00 10316 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T16:23:51:441-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T16:23:51:441-05:00 10316 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T16:33:53:710-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T16:33:53:710-05:00 10316 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T16:43:56:203-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T16:43:56:203-05:00 10316 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T17:44:01:667-05:00 10316 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T17:44:01:667-05:00 10316 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T17:52:37:721-05:00 2336 I00000000: Monitor started.
2023-09-18T17:52:38:096-05:00 2336 I00000000: Load qt resources
2023-09-18T17:52:40:064-05:00 2336 I00000000: GetDisplayInfo succeeded: DPI: 96, scaling: 100%. Monitors: Resolution: 1366x768, work area: 1366x728, physical DPI: 76. 
2023-09-18T17:52:40:205-05:00 2336 W00000000: EnableHiDpiScaling - console doesn't fit monitor resolution with system scaling. Set scale to 1.
2023-09-18T17:52:42:649-05:00 2336 I00000000: Init GA events
2023-09-18T17:52:45:195-05:00 2336 I00000000: Creating ransomware check operation
2023-09-18T17:52:45:618-05:00 2336 I00000000: Active protection. Service connected
2023-09-18T17:52:45:633-05:00 2336 I00000000: Active protection: Start polling. PollType - 1
2023-09-18T17:52:56:365-05:00 10772 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T17:53:46:056-05:00 10772 E00000000: IpnChecker. Error occured: Error 0x2640003
| line: 0xe697d94272e5759f
| file: c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211
| function: Home::SqliteApi::SQLiteStatement::Step
| line: 0xe697d94272e5759f, c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211, Home::SqliteApi::SQLiteStatement::Step
| $module: ti_managers_vs_15560
|
| error 0x8: attempt to write a readonly database
| line: 0xe697d94272e5759f
| file: c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211
| function: Home::SqliteApi::SQLiteStatement::Step
| line: 0xe697d94272e5759f, c:\jenkins_agent\workspace\ati-main-win\1782\home\sqlite_api\impl\sqlite_api.cpp:211, Home::SqliteApi::SQLiteStatement::Step
| $module: ti_managers_vs_15560
2023-09-18T18:02:43:806-05:00 10772 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T18:02:44:431-05:00 10772 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T18:02:44:431-05:00 10772 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T18:12:46:648-05:00 10772 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T18:12:46:648-05:00 10772 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
2023-09-18T18:22:47:975-05:00 10772 W00000000: Unable to get used cloud size: Error 0x1900002: No Internet connection.
| line: 0x54350d6c765236b7
| file: c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\jenkins_agent\workspace\ati-main-win\1782\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_15560.
2023-09-18T18:22:47:975-05:00 10772 W00000000: OnlineStorageSizeCheckIconOperation. Unable to get used size, retrying...
 

 

 

Not sure what log you are looking at but I doubt it has anything to do with problems in cloning your HDD to an external USB drive.

There is reference in the log to GA which is Google Analytics used by Acronis, along with reference to Active Protection which could be looking for updates for that feature.

It is possible that your security software is blocking internet access in this case.

See the following KB documents related to this aspect:

KB 36429: Acronis Software: exclude program folders and executables from antivirus and other security programs

KB 46430: Acronis Software: Making Acronis Products Compatible with Antivirus Software

I disabled my security software but still cannot get past the preparation stage of cloning. Windows ChkDisk reports no errors, but I found a notice by ATI behind the GUI that states the following:

"Failed to read from sector '1,931,072,000' of hard disk '1'. Try to repeat the operation. If the error persists, check the disk using Check Disk Utility and create a backup of the disk. Failed to read the snapshot. See VSS logs for details. (0x10C481) Unknown status. (0x9) A device which does not exist was specified (0xFFF0)"

BTW, any reason why a 27KB jpg image file of this message is not possible to upload in this thread? I even tried uploading the image in a zip file but keep getting a notice that "The file could not be uploaded." I'm not having much success with Acronis.

Any failed to read sector errors indicate a disk drive issue and will stop a clone attempt.

The error sector can be anywhere on the drive, i.e. not just on the C: partition but could be in one of the hidden / system partitions that do not have a drive letter!

I would recommend checking with the drive maker support site for any diagnostic tools they offer which would allow you to do a full disk scan for errors.

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