Failed backup retries forever

Michael, looking at the log you provided, it looks like you are updating an existing backup that was located in the Acronis Secure Zone, but when ATI is trying to do this, it first cannot find the original full backup image, hence the message at line 7. The initial full backup version is not accessible at the moment.

Were you able to check that the Acronis Secure Zone could be found on your target hard drive?

The excessive number of retries for this error looks like a 'bug' to me and would need to be reported directly to Acronis via your account if you have a valid support subscription, or else via the feedback mechanism if not.  I suspect that the only way out of this repetitive error would be to manually kill the backup task.

Hello, Michael.

Could you generate a System Report and attach it here?

This problem has occured a couple of time since my initial post. Most recently last eveing (Mar 29, 2016). The precipitant cause in this case was that the backup target location is on a NAS device and that device was offline at the time Acronis tried the backup. Acronis retried every 12-13 minutes from 20:39 when it was scheduled to run until 1:44AM when the NAS came back online: 24 retries. In this case it was not an Acronis Secure Zone location. Also, this is the only host that had this problem yesterday, the other 7 computers, all running the same ATI2016 version, only sent 1 notification, even though they were backing up to the same NAS -- including the computer which was in this initial post.

Steve Smith: we do not have a support subscription.

Dmitry Nazarov: I ran Tools > More Tools > Acronis System Report, and the progress bar showed lots of things being processed, then ... nothing. No feedback. No "report" in the 'Tools and Utilities' folder. No indication of where a report might be located. From where do I snag the System Report?

Ah! The path to the report revealed itself after I close the Tools dialog. However, when I tried to upload it to this posting I got the message, " The selected file systemreport.zip could not be uploaded. The file is 28.17 MB exceeding the maximum file size of 15 MB."

Suggestions?

Michael, you will need to use the Feedback tool found in Help to send the System Report but make sure that you reference this post when you do and quote Dmitry's name as requesting the report.

We have experienced similar issue with backup retry / repeat attempt limit not working correctly, have posted details here: https://forum.acronis.com/forum/118362

Michael, sorry for not outlining all the steps in my previous request. Steve Smith is right - please use the "Send feedback" feature in the True Image interface.

Hello All,

The fix for this issue was initially planned for one of Beta versions of Acronis True Image 2017, but then was moved to the release version, expected this August-September. When that happens, please contact us for details on getting the upgrade.

Regards,

Slava

The sooner the better as we have (as the reseller) & our numerous customers have had absolutely enough of the problem!!!

This has been far from a pleasant experience for us as an Acronis reseller & very unpleasant experience for our customers!

This has lead to massive loss of revenue for our business, wasted a hell of a lot of my time resulting in more lost revenue & also created loss of trust & future business as our customers who we had supplied your software to no longer rely on us or want to use our services due to your product being problematic & causing them more problems than it was solving!

You can't tell me that the 2015 & 2016 versions of the software were tested properly, as this is a major feature of the software which is failing to function correctly!!

You may very well say that you can't test everything & I understand that, however this is an issue which has existed since 2015 & has taken how long to get someone to listen & action it...

What makes it worse is the fact that we had to use the Forums to get something done as Acronis support weren't interested in listening!

As a reseller you (Acronis) abandoned us (the reseller who is supplying your products to end users) & refused to listen to & action our concerns when they were first raised back in 2015. Is that the attitude of a company who appreciates their resellers? One would definitely think not!

Who would blame us for considering abandoning Acronis & using another backup solution from another company after what we have been through...

Very disappointing effort Acronis!!!

Yes, I liked ATI 2011 much better overall. Event log, now adverts every time I run the console, automatic updates w/o registering each workstation., etc. As to the current issue, I found that the problem went away if I extended the failure retry interval to an hour or 2 rather than the default of 30 (?) seconds, as described elsewhere in this forum. Since doing that, I've not had the problem (retrying infinitely) repeat, even when the backup has failed.

Acronis versions for 2014 & earlier were generally great, yes.

I have tried / trialled disabling (un-checking) the reattempt / retry feature completely for a number of our customers (after recreating a new backup profile) which should stop any reattempts but this doesn't continually work properly either, it goes back to continually retrying if the customer accidentally forgets to connect the / the correct backup drive to the system.

Have also tried extending the retry timeframe as you have mentioned with no ongoing success, it may function ok for a little while but then goes back to its old ways of malfunctioning so not sure how you were able to obtain results & success & I haven't be been for multiple customers on multiple systems..... :(

It (reattempt / retry) may function correctly for the first backup or two where the backup destination cannot be accessed & then it goes back to malfunctioning in the near future.

These changes have been covered in the link I posted above in the other post ( https://forum.acronis.com/forum/118362 ).

I agree that removal of the event log was a poor decision which makes it harder to troubleshoot issues by simply opening the logs from the console. It would be nice to see this feature re-added to the software.

Slava, perhaps something that can be re-added to the 2017 version? Why was it removed in the first place?

I'll admit that I haven't had a lot of missed backups, maybe 3 so far since I extended the retry, usually due to missing media. So far, they've not given me the hundreds of retry messages I got before.

RC1, removal of log viewer in 2015 version aligned with overall product simplification and user interface rework. If you look at logs that are delivered with every notification email, you will notice how complicated they may look to a novice user. Maybe we will rework the logs, make them more simple and return to graphical user interface in some future version. We know about the demand for built-in log viewer.

Michael, thank you for sharing the workaround that you have found so much. Hope it will help others before 2017 version is realeased, where the issue is fixed.

Regards,

Slava

RC1 - lots of us would like to see log files return as well.  Check out FTRPilot's stickly and try out his logviewer tool in the mean time.  Acronis could work with this or use it as an example.  Although there is a bunch of stuff most people don't need to see, it highlights the main entries like start/stop time and total time, success messages and error messages.  It's pretty nice and the best we have for now.