ATI 2017 just installed running on Windows 10 Pro 64 hangs when starting to backup either Image or Files
Just upgraded from ThinkPad 440s running Windows 7 Pro 64 and ATI 2015 on ThinkPad T440s. Was using ATI 2015 to back up files and image--no problems. Installed ATI2017 on new ThinkPad 470s running Windows 10 Pro 64 and ATI hangs upon starting backups.


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Hi Steve,
- How can I determine which version of ATI 2017 I have?
- After receiving your message, I turned off Webroot security software and uninstalled and then reinstalled ATI 2017 as adminstrator.
- With Webroot still off, I attempt to write an image of my SSD to my NAS and obtained the MVP Log, the first part of which is attached as No. 4
- First part of MVP Log: 2017-04-19 21:21:41:291 2984 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2017-04-19 21:21:41:292 2984 I00640002: Operation Image_ThinkPadT470s started manually.
2017-04-19 21:21:41:871 2984 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2017-04-19 21:21:41:873 2984 I013C0000: Operation: Backup
2017-04-19 21:21:41:873 2984 I0064000B: Priority changed to Low.
2017-04-19 21:21:41:919 2984 I000B03F0: Create Backup Archive From: Disk 1 To file: nas://NASNO1-NTFS/Image_ThinkPadT470s/Image_ThinkPadT470s.tib Compression: Normal Exclude: Files matching mask Match criterion: hiberfil.sys, pagefile.sys, $Recycle.Bin, swapfile.sys, System Volume Information, *.tib, *.tib.metadata, *.~, *.tmp, C:\Users\defaultuser0\AppData\Local\Temp, C:\Users\dana\AppData\Local\Temp, C:\Users\defaultuser0\AppData\Local\Microsoft\Windows\INetCache, C:\Users\dana\AppData\Local\Microsoft\Windows\INetCache, C:\Users\dana\AppData\Local\Google\Chrome\User Data\Default\Cache, C:\Users\dana\AppData\Local\Opera Software, C:\Users\dana\AppData\Local\Mozilla\Firefox\Profiles, C:\Users\dana\AppData\Local\Google\Chrome\User Data\Default\Cache, C:\Users\dana\AppData\Local\Opera Software, C:\Users\dana\AppData\Local\Mozilla\Firefox\Profiles, C:\Windows\CSC
2017-04-19 21:21:41:929 2984 I000101F8: Pending operation 172 started: 'Creating partition image'.
2017-04-19 21:21:42:380 3140 I00640000: Writing full version to file: Image_ThinkPadT470s_full_b1_s1_v1.tib
2017-04-19 21:21:42:802 2984 I000101F8: Pending operation 172 started: 'Creating partition image'.
2017-04-19 21:22:00:393 2984 W013C0014: Error 0x13c0014: VSS retry: 1
| trace level: warning
| line: 0xd8b61c024c92955a
| file: k:\8041\products\imager\demon\app.cpp:977
| function: TiDemonDaCommit::OnVssRetryableCallback
| line: 0xd8b61c024c92955a, k:\8041\products\imager\demon\app.cpp:977, TiDemonDaCommit::OnVssRetryableCallback
| $module: ti_demon_vs_8041
|
| error 0x10c442: Failed to start creating the volume snapshot.
| line: 0x3fec04e376b8a17f
| file: k:\8041\fdisk\win_snapshot.cpp:1161
| function: win_snapshot_core::CallSbLock
| line: 0x3fec04e376b8a17f, k:\8041\fdisk\win_snapshot.cpp:1161, win_snapshot_core::CallSbLock
| $module: ti_demon_vs_8041
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Dana, thank you for the log file information, this shows that you are seeing a Microsoft Volume Shadow Copy Service (VSS) error which ATIH uses to create a snapshot of the data being backed up.
The build version for ATIH 2017 is shown on the Account page of the main GUI - has an icon that looks like a head & shoulders.
For the VSS issue, you can switch to using a different snapshot method as described in KB 59440: Acronis True Image 2017: 'Snapshot for backup' option overview which should confirm this issue - try using the Acronis Snapshot option which is how the older versions of the product prior to 2015 worked.
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Thank you, Steve--you're great. Seems to be working like a charm. However, shouldn't something like this be included in the Instructions?
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Dana, glad to hear that choosing a different snapshot method has the backup working for you, but please remember that there is still an underlying VSS issue involved here and VSS is used for other functions on your computer than just by Acronis True Image, i.e. for System Restore points or Windows Backup (Windows 7 version).
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Hi Steve, Regarding the VSS issue, can you direct me to a KB article, memorandum, instructions etc. that might provide guidance on how to troubleshoot the VSS issue? Dana
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Dana, please see the following reference documents:
KB 46195: Acronis Backup Software: Troubleshooting Snapshot Issues this has links to other related documents.
See also webpage: How to troubleshoot Microsoft Volume Shadow copy Service errors which comes from the Macrium Knowledgebase - scroll down the webpage towards the bottom where they provide a VSSfix download (one for 32-bit systems and one for 64-bit systems) that automate some of the troubleshooting steps recommended.
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