Backup fails after KB4560960 installed
Hi,
I've been running Acronis True Image for a few years and recently upgraded to 2020. The current Build is 25700. PC is Windows 10 Version 1909 (OS Build 18363.900)
On the 10th of June, the nightly backup failed with the message (among others)
"error 0x10c481: Failed to read the snapshot. See VSS logs for details."
The Knowledge Base suggested running chkdsk. I've run this on three successive days (chkdsk c: /r /f /x) and no significant errors were reported. The backups continued to fail with the same messages.
Looking through my update history, I noticed that Cumulative Update KB4560960 was installed on the day the backup started to fail. I haven't checked through Event Viewer to see when but I presume it might have been early morning. There was also a Flash Player update.
It seems logical that the Cumulative Update might be a possible reason for the backup failures but I haven't found anything online.
Any suggestions for debugging this would be gratefully received.
Thanks,
Paul.
Edit: Just checked Event Viewer and the Updates were installed before the backup was run.
Paul, welcome to these public User Forums.
Please download a copy of the Acronis VSS Doctor and run that to check for any VSS issues on your computer - if any are found and the tool offers to fix, then please let it do so. Link below.
Steve Smith wrote:Paul, welcome to these public User Forums.
Please download a copy of the Acronis VSS Doctor and run that to check for any VSS issues on your computer - if any are found and the tool offers to fix, then please let it do so. Link below.
Hi Steve,
Thank you for your suggestion.
I ran the VSS Doctor and found the following:
===========================================================
VSS Shadow Storages Status
Status: Warn
Description: Some VSS shadow storages are misconfigured
Storages:
ForVolume: C:\
OnVolume: C:\
Used: 85 MB
Allocated: 512 MB
Maximum: 10240 MB
Minimum: 320 MB
VolumeSize: 1862 GB
Available: 1688 GB
TargetMaximum: 186 GB
MaximumGreaterThenMinimum: True
MaximumIsEnough: False
MaximumIsNotReached: True
AvailableIsEnoughForMaximum: True
IsOk: False
Description: Recommended Maximum storage size is 10 percent of volume size
I selected the Fix option and it reported no errors after running it again. I'll see what happens later tonight.
The VSS Doctor also complained about Disk Free Space Available but I believe it was just referring to a small SSD which I no longer use.
IanL-S wrote:What type of backup task are you running? If it is a disk or partitions backup, and it includes hidden system partitions such as the recovery partition and the UEFI partition, there could be an error on one of those partitions - I had this happen to me. Assign a drive letter to those partitions, then run the chkdsk c: /r /f /x. My recollection is that the switches are slightly different for HDD and SSD so hopefully you have the correct ones for your setup.
Once the scan is complete, remove the drive letters. and hopefully you problems will be gone.
Hi,
The backup contains the Recovery and EFI partitions. I've followed Steve's suggestion re the VSS Doctor and will see what happens when the backup runs.
If there is still an issue, I'll try your suggestion.
Thank you for the advice - much appreciated.
Last night's backup failed again after I allowed VSS Doctor to fix the Shadow Storage Status.
I've disabled the full disk backup and created a new one excluding the Recovery and EFI partitions. See what happens with that.
That is a good idea (did not occur to me - possibly a case of me being and old dog and your idea is a new trick - at least to me; although it is obvious!). If the backup works you will have narrowed down where the problem resides.
Ian
Well, it's really your idea, Ian - just a different way of approaching it. Disk Manager won't let me assign drive letters to those partitions (I think there's a way to do it but it was easier just remove them and see what transpires).
I'll update you in the morning.
Paul, if you do still see errors for this backup, then we will need to see the full logs for the backup to better understand what is happening here for the VSS errors.
There are 2 logs involved here, which can be found at C:\ProgramData\Acronis\TrueImageHome\Logs.
\ti_demon and \backup_worker
Of these the second is very difficult to read but has the most detailed messages.
If posting to the forum, please zip the original logs to retain their correct file names.
Unfortunately it failed again.
I've zipped and attached the logs.
Update:
When I ran VSS Doctor, I just realised that I didn't scroll down to the bottom. I noticed that the Event Log check is reporting:
Message: The device, \Device\Harddisk0\DR0, has a bad block.
So I ran chkdsk (yet again) and it reported:-
Stage 4: Looking for bad clusters in user file data ...
1069552 files processed.
File data verification completed.
Stage 5: Looking for bad, free clusters ...
444569523 free clusters processed.
Free space verification is complete.
Windows has scanned the file system and found no problems.
No further action is required.
1952852991 KB total disk space.
172888744 KB in 791039 files.
447344 KB in 182935 indexes.
8 KB in bad sectors.
1238799 KB in use by the system.
65536 KB occupied by the log file.
1778278096 KB available on disk.
It seems to be saying that there are 8k of bad sectors but no further action is required. I would have assumed that chkdsk (with /r /f options) would have mapped out the bad sectors (but then I'm a programmer not a hardware guru so I could be wrong).
Maybe time for a new hard drive?
Paul, the ti_demon log confirms that you have a file system error.
19/06/2020 11:31:58:283 PM ATI Demon started. Version: 24.6.1.25700.
19/06/2020 11:31:58:411 PM Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
19/06/2020 11:31:58:412 PM Operation TEST-C started by schedule.
19/06/2020 11:31:59:115 PM Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
19/06/2020 11:31:59:118 PM Operation: Backup
19/06/2020 11:31:59:120 PM Priority changed to Low.
19/06/2020 11:31:59:700 PM Can't read slices: Error 0x40011: The specified file does not exist.
19/06/2020 11:48:03:998 PM Error 0x1e50023: File system error is found. Consider checking the disk using Check Disk Utility.
19/06/2020 11:48:04:606 PM Error 0x13c0005: Operation has completed with errors.
Have you retried the backup since doing the CHKDSK?
The check disk should try to reallocate any data in bad sectors if possible. I am assuming that the disk here is a HDD (spinning physical drive) rather than an SSD (logical drive), and if so, I would suggest using the drive makers diagnostic / test tools to see if the drive is getting to a point where it should be changed.
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: Data Lifeguard Diagnostic for Windows
- Seagate disks: SeaTools for Windows
- HGST disks: HGST Windows Drive Fitness Test (WinDFT)
- Intel SSDs: Intel Solid State Drive Toolbox
- 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
I downloaded Seatools and selected Fix All and it failed (with an error code not listed on the Seagate website).
It also offered a Warranty but it's not worth the effort of claiming.
I'll buy a new drive and see if I can restore it from the last backup before it failed.
Thank you Steve and Ian for your prompt and valuable assistance. It was greatly appreciated.
Paul.
Paul, bad and good news. Bad that the HDD has had it; good news that you worked out what was causing the problems.
I agree that the process of getting a warranty replacement can make it not worth the effort. Have not done it for a while. It is easier in Australia (in recent years) than some other places since the manufacturer has to arrange for and pay the transport cost both was. It used to be a real pain having to arrange transport to Singapore.
Ian
Paul, sorry to hear the drive is going bad per the SeaTools diagnostic.
My best advice is to pull the drive and leave it disconnected until you have got hold of a replacement of the same or larger size. This will avoid any further damage to the drive in the interim.
I dealt with a similar situation for a friend recently with a failing drive but with no backup, where I was able to recover all the data as follows:
- Removed the failing drive and connected it via a USB 3 adapter to my laptop.
- Created a full Disk backup using the Options > Advanced > Image create method of using 'Sector-by-Sector'. This took a very long time because the drive had a lot of bad sectors on it by this time, but was left to run overnight! Drive was a 1TB 2.5" SATA laptop HDD.
- Connected a spare 3.5" (desktop) 1TB HDD to my laptop and recovered the backup to that drive. Again took a long time because of the size and using sector-by-sector on the restore.
- Ran CHKDSK /F against the restored spare drive for all partitions until no errors found or corrected.
- Repeated step 2 for the spare drive but without using sector-by-sector to get a much smaller backup image.
- Installed the new drive when it arrived in the original laptop and booted it via the ATI rescue media then recovered the latest backup (from step 5.) to that drive.
- Booted the laptop from the new drive, let Windows do its own recovery actions for any new hardware found etc, then was able to run other tools such as the System File Checker etc (SFC /SCANNOW), followed by Windows Updates etc.
I took the opportunity to update the laptop to Win 10 #1909 from 1903 to ensure the OS was clean. (This was just before 2004 came generally available).
If your previous good backup is recent and no data will be lost, then obviously you can just use that to recover to the new drive.
IanL-S wrote:Paul, bad and good news. Bad that the HDD has had it; good news that you worked out what was causing the problems.
I agree that the process of getting a warranty replacement can make it not worth the effort. Have not done it for a while. It is easier in Australia (in recent years) than some other places since the manufacturer has to arrange for and pay the transport cost both was. It used to be a real pain having to arrange transport to Singapore.
Ian
Yes Ian,
It's a bit annoying - the drive is less than 2 years old. Oh well, it had to happen eventually. I've had a good run with hard drives over the decades.
I'll just buy a new one.
Steve Smith wrote:Paul, sorry to hear the drive is going bad per the SeaTools diagnostic.
My best advice is to pull the drive and leave it disconnected until you have got hold of a replacement of the same or larger size. This will avoid any further damage to the drive in the interim.
...
If your previous good backup is recent and no data will be lost, then obviously you can just use that to recover to the new drive.
Thanks Steve,
I have plenty of backups available. There's nothing important on the drive since the last one so all should be well.
And thanks for the detailed recovery instructions. I'll read them more carefully when I get a chance.
The new hard drive arrived and after a few false starts (including actually reading the instructions) the PC has booted.
It was very slow to boot - perhaps since it is 2 weeks out of date there was things happening in the background?
I'll let it update everything and see how it all goes.
Then I'll try the backup.
Backup is working again.
Many Thanks to Steve and Ian for your generous and valuable assistance.
Paul.
Excellent - thanks for letting us know.