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ATI 2016 Not responding after using 'Pause' during backup to A-Cloud

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OK... maybe I made a mistake by adding a large folder (100GB) onto my existing successful Acronis Cloud backup... but:

a) yesterday it started OK and said it needed about nine hours to complete (running at about 10Mb/s); and

b) this morning, it hadn't completed and the rate had dropped to 3Mb/s.

So, I clicked the 'Pause' button in order to suspend the backup whilst I changed from WiFi to a direct wired connection to my router. My expectation was that it would stop immediately whilst I did that (and would have a nice Resume button to allow it to restart immediately when I was ready).

But, no. Instead, clicking the Pause button caused it to put up a message 'Processing...' which, after over an hour, was still there... and there is no obvious button etc to get it out of this state.

Question 1: why does it do this, why doesn't it just suspend its current activity?

Question 2: what is the user supposed to do when this happens, just wait... or what?

Knowing that the ATI is pretty good at dealing with 'dropouts', I tried shutting the program and - after switching the Internet from WiFi to LAN -  restarted ATI. Now, the program shows the Pause button is no longer greyed out and has the message 'Calculating remaining time...' So my assumption is that it has somehow come out of the suspended state and is continuing the backup (and the Win7 Performance Mgr does show ATI is sending data to the Internet).

This would be fine if it had not been in this state now for three hours and it is totally unclear what is going on.

Question 3: what is happening, what is the expected action when clicking Pause, etc (there is no information about the Pause button in the user manual)?

Question 4: how can I stop the backup (there's no Abort button and I think that switching off the machine etc will just result in it restarting again when rebooted)?

Sorry about asking four questions but I cannot find any help on this in the manuals or on the forum (there was a similar thread in 'earlier versions' but no-one replied to the question). At the moment, I just want to stop the backup, delete the files on Acronis Cloud and start again.

INFO: ATI 2016 running on Win 7 PC in UK with BT as the ISP.

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Hi Simon,

Can't say what happened in this case.  The file size of the backup itself is not an issue.  I started with a 350GB folder of pictures - and although slow, it did eventually backup to the Cloud.  I was able to pause and/or reboot as needed and the backup would just pickup where it left off.  The cloud is supposed to only backup "delta blocks" just the changes from the last backup, to include just the minor changes in some large files (like .PST mail files).  

However, if there is a single large file in that folder (we'll use a 4.7GB DVD .VOB file as an example), it may take quite a while to "back out" of it if it is the one currently being backed up to the cloud (unfortunately, there's really no way to determine what file the Cloud backup is currently on at any point in time)

I can't guarantee it, but I'm pretty sure you can reboot and it will pick up where it left off.  I have even rebuilt a computer, poiinted it to the existing cloud backup and it only backed up the changes as well.  Most likely though, you will get the "operations are in progress, please wait while Acronis terminates them". Hopefully it will be able to close things out and reboot within a few minutes if it does.  If not, you'll really have no choice but physically reboot and see what comes of it as a result. 

As for the speed, it depends on your upload speed from your ISP (not your download).  UPload is usually much, much slower.  I have 100Mbs download and 10 uploade, but averate about 5 when backing up to the Acronis Cloud.  It fluctuates  though and can depend on your router, your local connection, other people accessing the web from your nework as well (iPhones, tablets, other computers, etc) at the same time.  Your local machine may be grabbing updates from Windows or other applications in the backgroudn as well, and those all share your home bandwisth to the Internet. 

Hi Bobbo

Thanks for that info... it confirms that the ATI tool is pretty robust in trying to finish its task even if it takes several days to complete.

Its now 24 hours later... the ATI does appear to be trying to complete the backup as the 'Total Size' of the backup as reported in the top right corner is steadily increasing. This is further suported by the Windows Resource Moniter which shows TrueImageHomeService.exe sending data to the internet. [Currently uploading at about 12Mbps... though it dropped to about half that yesterday afternoon when, as you say, more users might have been sharing the local exchange.]

My estimate is that it has completed around 75% of the backup so another day should see it completed.

What is less satisfactory is that, for the last 24 hours, all I see on the screen is "Calculating time remaining..." (see screenshot). That's all. The other GB values in the boxes make no sense (the 85GB figure is neither the size of the original backup nor of the added folders nor the total of about 150GB). There is no green line on the progress bar so the only indication of activity is the Total Size number at the top. To be honest, if the program is having difficulty trying to calculate the time, then I would rather it just gave up and showed the green bar instead. [Remember, this state occurred after I tried to Pause it but then closed and reopened the program because the Pause process itself appeared to be stalled. Thus, it might be a rare bug but, nevertheless, could be fixed.]

Regarding the Pause process. My expectation of this function is that it simply stops sending data (instantaneoulsly) and allows the user to resume later. To me, this would be the same effect as if the PC had an interruption of its internet connection or a sudden power failure and had to pick up again later (as you describe above); these procesess are also immediate yet appear to resume correctly... the Pause function should just be a way of allowing the user to create a similar break for a few minutes whilst he/she does something (eg upload a large file to another site). I don't really understand why ATI needs to 'back out' of the current file as the whole idea of a Pause is that it is going to be restarted. [Backing out would make sense, however, if the user had clicked on a Stop-the-Backup button (which doesn't exist on the screen).]

Conclusion: it's a 'feature' of the product / I assume it is completing the backup (even though it's not reporting that) / wait and see!

Anhang Größe
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Hi Simon,

The Cloud backup does have some shortcomings most of which you have touched on here in this thread.  I encourage you to use in app feedback tool or the Submit feedback link at the top of this page to let the developers know of your thoughts on the Cloud feature.  You can link or make reference to this thread in that feedback.

By your discription and from my experience with the Cloud I would say the app is acting normally albeit not intuatively.

UPDATE:

  • ATI has stopped sending data to the internet so I assume it has finished the backup
  • the backup size is witin 5GB (3%) of my estimated size; so that supports the idea it has finished
  • the backup set is available online and I can browse the files; ditto

But... the ATI window is still stuck in 'Calculating time remaining...' (the same as in the screenshot earlier) and has been like that for around 45 mins. Why can't it just close the backup???

It's so frustrating!!!

There's nothing I can do in the window itself; the only available option is Pause... and I hesitate to click that again because last time ws the start of my problems. I've even tried closing and reopening the program, but there is no change.

Next option is to shut down and reboot... then what? ... uninstall and reinstall???

Does anyone have any other ideas?

I think you should just try to let it run it's course.  Did you check the Validate backup option when you created the task?  If so that will take some time to run.  Also it will take some time for the network itself to verify all send and receive of data packets has completed although that should happen rather quickly.

Hello Simon,

If "Calculating time remaining" stays there for hours, it could be a problem with Microsoft`s Volume Shadow Copy service that we are using in backup preparation stage to create snapshots even for file-level backups. If Windows Resource Monitor does not show noticable upload network activity, you can do the following:

1) terminate the process "TrueImageHomeService.exe". It is the actual backup engine that runs in background and processes your data

2) close True Image window

3) open the folder C:\ProgramData\Acronis\TrueImageHome\Scripts

4) screenshot shows that you have 2 file-level backups. You can then open each file that you see in Scripts in Notepad. Click Edit - Replace and replace use_vss="true" with use_vss="false". Save changes and close files

5) restart your computer

6) open Acronis program and start online backup task, see if it completes correctly.

Regards,

Slava

FINAL UPDATE:

Rebooted the PC and when ATI restarted it showed the Options, Recover and Backup Now buttons plus a bubble saying that the backup had been paused.

OK... that's a little cranky... it ran for about 30 hours after I clicked the Pause button and sent the full data set to Acronis Cloud before it admitted that I wanted it to stop for a moment. Not my expectation of the pause function!!!

The only way to remove the pause bubble was to click again on Backup Now button (I assume this is the design raher than having a separate Resume button) whereupon it either completed the backup or started a new one. Either way, it ran for a short time whilst it checked what had been / needed to be backed up and then stoped in its normal "I've-finished-my-backup" state with the green tick.

Phew!

So, hopefully, it will behave better now the initial backup has been completed and it can start with smaller incremental backups.

Yes... I will give feedback to the developers per my comments above. The pause function should be just that; instant and with a easy resume option that doesn't include failure of the status bar.

No... I did not set the 'validate' flag (thank goodness)... I still believe in the tool and trust it to have backed up the data that I selected.