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Backup on encrypted media works and then it doesn't

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I made a backup of my C drive to an external HD (bitlocker encrypted). No problems creating the TIBX file.

Next I wanted to do the same for some folders on My D-partition and I got an error message that ATI can't do that??

What am I missing here?

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Erik-Jan, welcome to these public User Forums.

Acronis can only backup to any encrypted drive after that drive has been unlocked which will normally happen when Windows starts if the drive is connected and set up to automatically unlock.

I know that and the drive IS unlocked, which is 'proven' by the fact that a full disc backup (which creates a TIBX file) works without a problem.

When I wanted to backup some folders (vs. the whole disc) I suddenly got this error message. And no, it's not the source as later I did a TIBX from that same drive and also that worked fine. I need to exclude some large folders however and now I cannot. 

If the drive is unlocked then the next step is to look at the logs for that backup task to see if they hold any answers for why the backup is failing?

Download a copy of the MVP Assistant log viewer tool and use this to look at the logs to see if they show any issues during the operation process?

The latest version of the new log viewer tool is at the link below. 
MVP Assistant - New 2.0 with Rescue Media Builder (New Version 2.3.1)

If you have Disks & Partitions backups created on ATI 2020 or later using .tibx files, then look in the Backup Worker logs.

If you have Files & Folders backups using .tib files (or Disk backups from earlier versions using .tib files) or using Cloning then look in the Demon logs.

Other logs are shown by the MVP Assistant under the 'Active Logs' heading of the Log Viewer page of the Assistant.

The Schedule2 log contains information related to scheduled task but is one of the more difficult logs to read / work through.

The log files should be zipped to preserve their original file names if sharing in the forums and would need to be less than 3MB in size, otherwise you would need to share the zip file via a Cloud share service such as OneDrive, Dropbox etc.

This is the error I reported and the one I see when using the tool you advised. Is there more info I should upload?

Anhang Größe
612740-359765.png 102.99 KB

What actual version of Acronis are you using here?

Erik Jan, I have not been able to recreate this issue using one of my VM systems with ATI 2020 #38600 backing up using Files & Folders to an unlocked BitLocker volume.

If the volume is locked, then Acronis fails with the message:

The backup cannot be started. Plug in the external drive containing the files of this backup.

When the volume is unlocked, then I can use the option to 'Open location' to see the backup files, and the backup works correctly.

Try running the manage-bde -status command from an Administrator Powershell / Command prompt window when you get the error message to confirm that Acronis is telling the truth or a lie?  If the command shows the drive as being unlocked, then I would suggest trying a Repair install of ATI 2020 to see if that changes anything?

See KB 60915: Acronis Cyber Protect Home Office, Acronis True Image: repairing program settings - for more information.

Unfortunately ATI 2020 along with all other ATI versions is not supported by Acronis for any issues encountered, so Acronis would only ask you to test with ACPHO to see if you could reproduce the same issue before they would get involved.

Thanks Steve, I'll try that and will let you know.

Yeah, I see that Acronis wants to force me to the current version. Not illogical, but is that a yearly license and no longer a perpetual one? See also my earlier Post in this forum. Forcing a yearly fee for 6 backups per year will drive me away probably when I think I'm ready for another update...

Erik, Acronis no longer provide perpetual licenses for their products - it is all subscription now, which is annual.

See KB 68375: Licensing change FAQ: Acronis products switch to subscription-only licenses - where this change was announced!

(Sorry Steve, I realize this issue is still pending my action. I will get to it, but it might be a little while)