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Can no longer connect to NAS - Was working

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I assume this has been covered elsewhere but there is no Search for this forum and I cannot locate any information relevant to ATI 2020.  I see lots of information on this problem for older versions (especially 2016) and have tried all the fixes and nothing works. 

I have been using ATI2020 (latest build) to back up to a NAS for a long time and, recently, 2 of the computers will no longer connect to the NAS and backups have stopped.  Other computers continue to work fine.  One of the failing computers is Win10 Pro and the other is Win7.  I can connect to and log on to the NAS thru Windows and Chrome on both machines.  The bootable media also works. 

If I go to Backups and simply click on a destination, the NAS login window pops up.  I see both the NAS authentication dialog as well as the "misnamed" Enter Windows Credentials" dialog but everything fails.  I have tried connecting as NASname/userid as well as just user ID.  I have used a direct IP address to the NAS as well as NASname.  I have tried adding a new user on the NAS and can't connect with that either.

I have tried everything I can find including deleting the SMB cache, uninstalling and reinstalling ATI 2020, deleting  MountPoints, running CCCleaner, deleting all mapped drives, checking Credentials Manager, etc. etc. When I click on Details the error is "access to the file is denied".  

I cannot fix this problem and am very concerned as the failing machines are critical and must be backed up. I have been working on this for several days and am desperately looking for a solution.  Any help will be greatly appreciated!

Thanks

 

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Al, the main issue in this area would normally be the version of SMB being used by the various devices involved, for Windows 10 & later, SMB 1.0 has been disabled by default in most recent builds for several years so you should not be using that version unless you have a much older NAS that does not support using SMB 2.0 or later versions.

I would suggest making backups of your critical machines to an external storage drive using USB as an interim measure which would allow you to copy those backup images to the NAS from a working system if needed.

See the following documents that may help:

KB 58004: Acronis True Image 2016: Troubleshooting Issues Related to NAS Credentials

KB 58000: Acronis True Image 2016: Troubleshooting Issues with NAS Devices

KB 59051: Acronis True Image 2017: Connection to NAS fails with errors "Connection failed", "Failed to check credentials", "Cannot find files and folders".

These still apply to later versions of Acronis than suggested in their subject.

Steve, thanks so much for the reply.  I had seen most of the KB articles you provided and now have done all of the "fixes" in all of them.  Still no joy.

This is very baffling since it was working fine for quite a while and still works on two other win10 machines. The fact that it stopped working on both a win10 and win7 machine makes this an even bigger mystery.

In my post, I incorrectly said I could connect to the NAS through Windows and Chrome.  This was not accurate for the "failing" machines where I can connected through a browser but not by making a mapped drive or making a network connection.  I can do these things on a "good" Win10 machine. This, and the fact the bootable media works, indicates this is a Windows problem and not specific to ATI2020.  

Do you have any other ideas on what this could be?

My previous post concluding this was a windows problem and not specific to ATO202 is either in "moderation" or never made it.

In any case, after many more hours, I finally fixed it.  I am posting this for other ATI users with Synology NAS connection issues.  It turns out it was due to a change in Synology's DSM which I had upgraded that causes login failures due to NTVLMV1 not being permitted.  There is an override setting to allow NTVLMv1 but not recommended because of security issues.

The fix is to change the local security policy to only send NTVLMv2 responses.  To do this open the Local Security Policy editor and navigate to Local Policies >> Security Options >> Network Security: LAN Manager authentication level and select "Send NTLVMv2 response only".  I've attached a screenshot of the dialog to make the change.

I *think* the reason some of my computers were still working after the DSM upgrade is because they are "Home" vs "Pro" versions.

You have received a new private message from Al Testani

Sat, 01/06/2024 - 17:17

Hi Steve

I made two follow-on posts to "Can no longer connect to NAS - Was working" thread after your reply.  One was a couple of days ago and yesterday I posted a "solution".  

These posts are not showing, at least to me. Are you seeing them, by any chance?

Is it typical for "moderation" to take this long?  

Thanks

Al

Al, I am also not seeing your new updates / posts for this topic so would suspect they are being held for moderation and that Acronis has no one doing that task over the weekend so they won't appear until early next week!

The forums do not seem to hold any priority with Acronis these days unfortunately!

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Posts: 2
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Al Testani wrote:

My previous post concluding this was a windows problem and not specific to ATO202 is either in "moderation" or never made it.

In any case, after many more hours, I finally fixed it.  I am posting this for other ATI users with Synology NAS connection issues.  It turns out it was due to a change in Synology's DSM which I had upgraded that causes login failures due to NTVLMV1 not being permitted.  There is an override setting to allow NTVLMv1 but not recommended because of security issues.

The fix is to change the local security policy to only send NTVLMv2 responses.  To do this open the Local Security Policy editor and navigate to Local Policies >> Security Options >> Network Security: LAN Manager authentication level and select "Send NTLVMv2 response only".  I've attached a screenshot of the dialog to make the change.

I *think* the reason some of my computers were still working after the DSM upgrade is because they are "Home" vs "Pro" versions.

Hello!

I have granted the permissions, so you can post without needing to wait for moderation.

Thanks for sharing the solution. This may help other users.

Feel free to participate anytime you need.

Best regards.