Last 2 attempts to do a back-up have failed with error.

Irv, the pertinent entries in the log are:

2020-03-25T10:06:10: Error 0xb0428: The backup location was not found on the destination drive. Make sure the correct storage device is connected to the computer.

| function: TrueImage::Archive::CheckVolumeDeviceIdMatch

| Path: M:
| ExpectedId: \local\hd_ev\vol_guid(F43039904D315EA7B59CAA8B53A01D31)
| ActualId:

In essence this is saying that ATI did not get the expected partition GUID back when it queried the file system for the destination location.

Normally reselecting the Destination for the backup task will resolve this issue, but it is strange if doing a restart of Windows had the same effect?

Looking at the log, there is no value shown for the final line above, ActualId: which is a problem if no GUID was returned by the OS rather than data that you have edited out of the log?

You would need to open a Support ticket with Acronis if you want this issue to be investigated further and I suspect that you will be given the run around if it is not one that recreates easily! This may be an issue with Windows rather than ATI, but perhaps the devs could consider retrying the query for the GUID if no value is being returned?

Steve, thanks for the reply.

Yes, that IS the full line.

She did get 2 other fails, and this one started @ 10:05 after the fail:

==================

Irv, the lack of the correct ActualId value seems to be at the heart of this issue, so can only suggest capturing an Acronis System Report when it next occurs and submitting this to Acronis via the Feedback tool along with a link to this forum topic.

The ti_analytics log is just related to Google Analytics if you have elected to participate in the 'Customer Experience Program' in the main Settings page of the ATI GUI - some logs are still created with these messages even when CEP is not selected!

Thanks Steve. It will be another week before it runs automatically.

I'll get on her PC tomorrow and do some more detailed testing. Want to use the WD utilities with the latest version. Also review the logs with the log tool from the last 3 backups that ran. Last two failed like this before running again, but 3 back had no problem.

Just odd that that PC never had a problem, and now two in a row. In both cases that failed, rebooting solved the problem? I'm sort of thinking it is due to the delay between the time the PC is booted and ATI runs? Wonder if the drive 'goes to sleep' and can't wake up fast enough for ATI. Only problem is I don't know what would have changed that? ATI wasn't updated, but Windows was. Why not on my PC though, same model external drive?

My drive is set to have the drive SLEEP after 30 minutes, but according to the WD Utility, the OS might override that, but I am not sure it would do it for a USB drive?

Irv,

You should compare Power settings between the PC's I bet you will find differences.  As for changing the on and off state of USB drives Windows will definitely do that.  I run a performance plan myself and make sure that drives Never power down.  Modern drives will take care of this via their own controller so having the OS do it is unnecessary.

Enchantech wrote:

Irv,

You should compare Power settings between the PC's I bet you will find differences. 

Yes, there are... she's on Balanced, I'm on power. However, the USB settings are the same, both are disabled. So are the ones that would have anything to do with the disk(s).

I checked the disk f/w, and like mine, up to date. Also ran the latest level of WD Utilities. No problems found.

Our two PC are not totally identical, besides the W10 versions. Although both are Dell XPS's, mine is 2 years newer, an 8700 vs. her 8500. Both external drives are WD 25EE 4TB drives.

Since using Windows Explorer to check and open the drive immediately after the fail and notice ATI can't find the drive, could this be an issue in ATI that it doesn't allow enough time for the API to return or try enough times on a timeout?

I'll move her Power Setting to Peformance, and also check those settings to match mine. See if that helps next week.

Thanks.

Well, there are sure to be some differences in the API between your systems due to the age difference.  I would go with the Performance plan change and see if that changes the behavior.  Doing that may be unworkable if your PC's are laptops as the Performance setting will reduce battery charge life.

Enchantech wrote:

Well, there are sure to be some differences in the API between your systems due to the age difference.  I would go with the Performance plan change and see if that changes the behavior.  Doing that may be unworkable if your PC's are laptops as the Performance setting will reduce battery charge life.

The API call is in ATI. Unless there is 'slightly' different code between the Home and Pro versions of W10, the internal W10 code called by the API should be the same. Yes, the H/W internally in the desktop Dell XPS's (and the BIOS even for direct access to the drive) could vary.

Still, I'm leaning to thinking the problem is not the h/w but a W10 change for Pro only in disk access code coupled with ATI's handling of the API disk call to get the data it needs.

We'll see what happens next week when ATI runs automatically.

If one looks at this problem, others have reported it as well, so most likely it is common to a small set of users.

Irv Spalten wrote:

The API call is in ATI. Unless there is 'slightly' different code between the Home and Pro versions of W10, the internal W10 code called by the API should be the same. Yes, the H/W internally in the desktop Dell XPS's (and the BIOS even for direct access to the drive) could vary.

Apologies, I meant to write ACPI no API.  The difference in power management support between your two platforms may be in play here, then again maybe not.  Something to consider.

Enchantech wrote:

The difference in power management support between your two platforms may be in play here, then again maybe not.  Something to consider.

Yeah, but there was no change to that (until today)? Pretty clear something changed between 3/11 and when the 3/18 and 3/25 failed the same way. Now a change in the OS would probably be the prime suspect due to an MS update, that still doesn't rule out a h/w problem or ATI itself leaving not enough time for the disk to respond (whatever caused it to take longer)? Since I can access the disk and read and write too it, it may not be the OS, but opening Windows Explorer to access the disk may not be the same thing ATI does?

So basically I'm down to 3 possible 'things':

1. MS Update did this, but it not noticeable to other OS operations
2. H/W not responding as fast as it did before.
3. ATI not allowing enough time for the disk to reply.

#2 would possibly be cured by the Power Management change if that was responsible, but again, why did it work before 3/11? It could also be some combination of all 3 of these.

We'll see if anything changes next week I guess? 

I got a chance to look at the logs using the MVP viewer.

Not anything really useful, same as I had before but there were some things that were interesting?

===================================================

3/4/2020 10:00:02 AM: -05:00 9948 I0064000B: Priority changed to High.
3/4/2020 8:53:05 PM: -05:00 9948 I013C0006: Operation has succeeded.

Start: 3/4/2020 10:00:01 AM
Stop: 3/4/2020 8:53:05 PM
Total Time: 10:53:04

==================

3/11/2020 10:00:00 AM: -04:00 16868 I0064000B: Priority changed to High.
3/11/2020 4:14:38 PM: -04:00 16868 I013C0006: Operation has succeeded.

Start: 3/11/2020 10:00:00 AM
Stop: 3/11/2020 4:14:38 PM
Total Time: 06:14:38

===================

Above started and completed OK, these did not the first time:

===================

3/18/2020 10:07:00 AM: -04:00 16540 I0064000B: Priority changed to High.
3/18/2020 8:41:34 PM: -04:00 16540 I013C0006: Operation has succeeded.

Start: 3/18/2020 10:07:00 AM
Stop: 3/18/2020 8:41:34 PM
Total Time: 10:34:34

===================

3/25/2020 10:13:03 AM: -04:00 11968 I0064000B: Priority changed to High.
3/25/2020 4:53:55 PM: -04:00 11968 I013C0006: Operation has succeeded.

Start: 3/25/2020 10:13:03 AM
Stop: 3/25/2020 4:53:55 PM
Total Time: 06:40:52

==================

Directory for those 4 backups:

03/04/2020  09:53 PM   611,538,456,576 LARAC, D, and E-0018.tibx
03/11/2020  04:14 PM   611,553,873,920 LARAC, D, and E-0019.tibx
03/18/2020  08:41 PM   613,775,237,120 LARAC, D, and E-0020.tibx
03/25/2020  04:53 PM   609,275,994,112 LARAC, D, and E-0021.tibx

======================

The first is the 3/4 timestamps. one hour exactly different? All others match? Can't explain that, it wasn't the day we switched to Daylight Savings Time? All others match the finish time? Odd?

Also, the sizes of the backups are approximately the same, but not the time to create them? As you can see, the priority 'was' changed to high... however I can't tell what was going on on the PC during the backups. Wife never complained but she never felt the PC was slow?

Her PC is 7 years old I think, but the spec's are pretty good:

• CPU
  Intel Core i7 (3rd Gen) 3770 / 3.4 GHz
• Max Turbo Speed
  3.9 GHz
• Number of Cores
  Quad-Core
• Chipset Type
  Intel H77 Express

Steve, of course it failed again. I did find out some other things though.

I was in the process of submitting a ticket. ATI produced a pop-up that it was trying to do a backup but the external drive needed to be plugged in. So I did it, and ATI started to backup without error.

Now this sort of makes sense. Since if I reboot it will work, rebooting doesn't reset the h/w. Power Off does. So I suspect somehow during the boot  process some ATI 'service' came up before the drive and didn't see it? Who knows. Anyway I tried running the System Report before I unplugged the drive. It NEVER finished and the task disappeared. It finishes quite fast on my W10 Home PC but not this W10 Pro PC (same V1909 version)? It DID finish after quite a long period of time AFTER the drive was plugged in again? Odd?

I tried sending the report in but I'm NOT sure it got there, nothing seemed to be happening so I double clicked to send it again. Saw an 'error' briefly and then a 'report sent'? Like I said, not sure?

Very strange how the drive will work when re-plugged it? Only this PC and it started after 3/11? Has to be a timing issue? I checked the Windows Updates and only 2 installed after 3/11 (one was on 3/11 and probably later)? Programs installed since 3/11, some updates and a few games, but nothing that I think might touch the underlying OS?

Do you have a way to tell if my report did go through?

Irv, when you create a System Report you get a message that it started and then it's quiet. It can take a while (even a minute or two) depending on how much stuff needs to be gathered and the speed of the machine. Once it has been sent, you should get a notification. Also, you should later receive an email auto-response.

Steve, I used the ? at the bottom and then the Generate System Report. That allowed me to SAVE the report, it didn't send it? I had to attach it to the report/ticket I created. When I went to send it it seemed as if nothing was happening on the browser? No 'circling dots on tab', nothing showing waiting on the status line of Firefox? So I double clicked on it again to send the report. I quickly got an 'error has occurred' and then a few seconds later a confirmation the report was sent. I had to log-in as my wife as she bought ATI and registered it. So it is under her ID and so far, no e-mail back to her ID?

When generating the report on my W10 Home it takes only a short time and the report is ready to be saved. On her W10 Pro it literally takes a very very long time.

I'll wait to see if we get e-mail, otherwise I'll try again... and I did reference this thread in the report.

As I think about it, I might shutdown and boot and then try to create the System Report assuming the disk would be in the same state for ATI? See if I can get one to complete, it might help find the problem?

Irv Spalten wrote:

Steve, I used the ? at the bottom and then the Generate System Report. That allowed me to SAVE the report, it didn't send it?

Building the System Report as part of Feedback sends it to Acronis.  Generating it via the "?" just allows you to save it, I believe (as you discovered).

Irv Spalten wrote:

When generating the report on my W10 Home it takes only a short time and the report is ready to be saved. On her W10 Pro it literally takes a very very long time.

This is very strange.  I've never seen it complete quickly, but I've seen it run only on (4) Win 10 Pro systems.  It spends a long time checking network connectivity - issuing many pings, etc.  I don't know why that would be different between Home and Pro, but it could be very different based on network connectivity.   I've seen it take much longer than Steve's suggested 1 or 2 minutes ... over 5 minutes.

Connectivity on both PC's are the same. Wireless AC connections for both.

Systems are quite similar, both Dell XPS desktops, although 2 years apart. Same amount of RAM and disks basically the same, SSD, 2 1TB's and the 4TB external.

I'll try next time I can power it up, then run the System Report and time it and see if it does finish. I'll also compare it to the one I have.

Steve, so far no response back on the report I filed?

Well, I did some checking and did run the report generator after I booted her PC. It took 12 minutes.

A couple of things I noticed when I opened ATI. All 3 possible backup (to the SAME drive) showed Green. This is the screen capture after the FAIL yesterday, the first one, the one being done is RED on the left and between the source and target drives. (first capture).

Next I compared the 2 reports... first thing I notice was the first one, the one after the fail was .2GB's larger?

So I compared the two ZIP files. See the next 2 captures.

Of interest to me at least was the additional ones in the left ZIP which was run AFTER the fail? Then the differences. Some would be because those files had been changed in the 2 days probably, but the DISKS.TXT, well that was something I looked closer at. Last screen capture shows that DISK is missing on the RIGHT side, which is from the ZIP I made this morning when only ATI was opened but NO backup was performed. That did IS the External Drive. To me that indicates ATI did NOT see that drive? It appears to be a problem within ATI that the drive works fine everywhere else, but to use it in ATI it has to be plugged in when it is up? On the other hand, my PC is the same way, backup to an External USB drive, and it has no problems?

Like I said, we've not gotten a response back from the report submitted. Is there a way for you to contact them and be sure they got it or have them look at this thread?

Since my PC works fine, I'll assume it is either Win 10 Pro that had a 'fix' that might have caused this or an internal ATI timing issue reading the drive? I'd not even rule out the drive being the problem, but if so, why does only ATI have a problem with it? Could there be a startup timing issue with the drive being enable and an ATI service starting before it is?

EDIT: made a mistake on the folder compares, wrong one that did have the missing files. Right one had all the files, and the DISKS.TXT was the same as posted.

Irv,

Have you compared the USB 3.0 drivers between your machines?  You should.  I would have a look at the Dell support site to see if any new drivers are available for your older machine.  If there is it would be a very good idea to download and install those.  Dell offers a driver update package I believe that brings updated drivers for all hardware on their machines, that would be the simplest avenue to insure you are up to date.

Yes, Dell Support Assist is the utility. Runs on both machines and identifies when new drivers are available. Both have run recently on the PC's.

While it could be the USB driver, you'd expect it to always fail with ATI, no? In the action on plugging it back in while ATI is open, and then have it work, it sort of indicates (note, plugging the device in causes Windows to alert with a popup that the device is ready which probably also notifies ATI) the driver works. However it might be 'slow' bringing up the drive when booting? I'd suspect the ATI service that gets started didn't see the drive for whatever reason? The System Report seems to show that. The root question of course is why, and why did that start happening after 3/11? I'd place 'blame' on an MS system file change or ATI code not leaving enough time to get the required data. I'm almost leaning towards ATI though? Only because I wouldn't think a file for Home or Pro would be different?

I looked at the DISKS.TXT again that I ran this morning. Something 'odd' about it?

-----------------------------------------------------
4-   d(?) GPT   3.6T USB   0-0-0    WD My Book 25EE 4004      
                                  MBR                                ------
                                  GPTpri                             -----v
  -1       --HM  3.6T  3.6T  1.1T NTFS   07 NTFS, HPFS   My Book.... --c--V
                                  GPTbck                             ------

----------------------------------------------------------

That 'd(?)'? Why is that? The other non-bootable GPT disk looks different?

----------------------------------------------------------

2-   d(2) GPT   932G SATA  0-0-0    WDC WD10EZEX-08WN4A0 02.01A02
                                  MBR                                ------
                                  GPTpri                             -----v
                                  MSresr                             -----v
  -2       --GF  931G  931G  885G NTFS   07 NTFS, HPFS   F_drive.... --c--V
                 1.7M             unallc                             ------
                                  GPTbck                             ------

-----------------------------------------------------------

Yes, 2 partitions and one is the unallocated size. However it has a '2' vs. '?', maybe that should be a '1' for 1 partition, but ATI was working when I took the snapshot? What is the the meaning of the 'flags', '--HM' and '--GF'?

Of interest is my System Report I ran (finished in 4 minutes):

----------------------------------------

8-   d(0) GPT   3.6T USB   0-0-0    WD My Book 25EE 4007      
                                  MBR                                ------
                                  GPTpri                             -----v
  -1       --CP  3.6T  3.6T  2.1T NTFS   07 NTFS, HPFS   P_Drive.... --c--V
                                  GPTbck                             ------

-------------------------------------------

Oh, mine is disk 8 as the USB slots are before the drive. Note mine is 'd(0)' and the flags are '--CP'? Note sure why one drive has '4004' after it and the other '4007'? I had run the WD utilities on both drives (both OK) and checked to see if the drive f/w was up to date and both were. The 1.1TB and 2.1TB is the free space on each drive, so I understand that. One other different is the 'My Book' and 'P_Drive'. That are the drive names, and 'My Book' is what hers is but the drive letter is M:.

Right now I have more info and questions than answers.

I might make the next test next Wed. when it should fail again. I might move my 4TB drive to her PC and see if it works. Might need to copy her folder to my drive though? Then power off/on and see if it runs...

I am going to take a bit of a guess here.  I think it is possible that the GUID of the disk may have been changed by the 3/11 MS update.  If so, this would cause ATI to not be able to identify the disk which would mean a failed task.  This may be why you see the d(?).

Can you do the following on both machines:

1. Open Windows Device Manager
2. Expand Disk Drives
3. Select the USB drive
4. Right click on the drive and select Properties
5. Click on the Events tab
6. Note any events listed.  If any are shown click the View All Events button at the bottom of the window

The above action will open Windows Event viewer and display these events.  If events are listed you can copy the details as text.  An option for that appears on the right side of the Event Viewer.

If no events are listed on either machine then:

1. Click on the Details tab.
2. Expand the Property box
3. Select Class GUID
4. Check that both PC's show the same

I do not recall you saying but you may have already done this.  Have you tried recreation of the task on the problem PC?  if not you may wish to do that and see if changes the behavior.

Well, you could be onto something with her PC?

Did this on her PC:

• Open Windows Device Manager
• Expand Disk Drives
• Select the USB drive
• Right click on the drive and select Properties
• Click on the Events tab

At this point, I went to my PC and repeated these steps as HER PC was EMPTY!!! Mine showed data from 11/21/2019 showing the disk configured and started:

=======================

Device USBSTOR\Disk&Ven_WD&Prod_My_Book_25EE&Rev_4007\574343344530584153584645&0 was configured.

Driver Name: disk.inf
Class Guid: {4d36e967-e325-11ce-bfc1-08002be10318}
Driver Date: 06/21/2006
Driver Version: 10.0.18362.1
Driver Provider: Microsoft
Driver Section: disk_install.NT
Driver Rank: 0xFF0006
Matching Device Id: GenDisk
Outranked Drivers: disk.inf:GenDisk:00FF2002
Device Updated: false
Parent Device: USB\VID_1058&PID_25EE\574343344530584153584645

======================

Again, hers was TOTALLY empty? However, looking at some of my other drives all (including the USB drive) on the General tab shows "This device is working properly.". However, my internal Toshiba drive has NO EVENTS either? No other drive does either (I have 3 internal drives, 1 an SSD), only my External? Not so sure that 'no events' is meaningful here, especially since on the Volume Tab I can Populate the fields?

Anyway, some screen captures from here machine with some tabs you mentioned:

First one, the Driver Tab, shows it is using an MS driver, from 2006, and the SAME screen I get on my PC.

Second one, the EMPTY Events tab. As I said mine shows the date I added my drive (my old one went bad and this one was a replacement from WD). All other disks on my PC do not? Odd to say the least?

Third one, Volumes tab AFTER I pressed the Populate tab, disk fills in the data, and looks the same as my data on my PC when I press Populate.

Last one, the GUID which matched my PC's GUID?

I even unplugged the drive and plugged it back in, still no events? Then I did the 'safely remove h/w', unplugged it, and plugged it back in? No change?

I am no dummy on this stuff at all? I was a programmer and worked on OS/2 and its device management. As far as I can tell, that disk IS seen and can be used by W10? This has me totally stumped? Clearly something isn't working right with ATI from a power up standpoint only?

What I could do an AM totally reluctant doing it UNINSTALL the disk and reboot and let Windows install it again... I shouldn't lose ANY data on it, but I don't want to take a chance. I have no where to back it all up probably?

Irv,

So how do you have this 4TB drive attached to the PC's?

Do you switch the USB cable back and forth between the PC's as needed or do you have some other arrangement?

On your problem PC when the drive is attached to it can the drive be seen in Windows Disk Management?

I think you might want to try installing the drive again on this PC.  Have you tried disconnecting the drive from this PC while the PC is shutdown.  Start the PC and after fully booted plug in the drive to the PC.  Windows should detect hew hardware and reinstall it by doing this.

Enchantech wrote:

So how do you have this 4TB drive attached to the PC's?

Do you switch the USB cable back and forth between the PC's as needed or do you have some other arrangement?

No, each PC has its own 4TB WD External drive of the same model. 2 were bought at the same time. Mine did break and it was replaced under Warranty.

As for disconnecting, when you unplug it and replug it back in Windows does 'reinstall it' and produce a pop-up that it is ready for use.

However, you DID spur me on to doing somethings, as it did show in DISKMGMT.MSC.

First I decided to switch USB ports for the drive. I figured that would 're-install it' by default. Nope. However my wife and I were discussing this and she reminded me the drive was NEVER connected to the back, but the front of the PC. We bought some 'cheap' USB 3.0 4 port hub devices (https://www.amazon.com/gp/product/B00JX1ZS5O/ref=ppx_yo_dt_b_search_asi…). It didn't work that well with her USB Network adapter as I had problems with it too and 'stole' her USB Network adapter (which worked fine with the Hub I had). After some time she got on my case she reminded me and I removed the HUB... and it was about a month ago she thought....

Soooo.... I started playing games on the PC. First thing I did was change the USB port by swapping it with another. Checked Disk Manager, still there? Hmmm, checked the disk properties on Dev. Manager, still blank... and decided what the heck, I'll Uninstall the device and then search for new devices. Wow, event tab now shows it installed!!!

Some Screen Captures:

Capture - shows the Events AFTER I did the Uninstall and Scan for New H/W.

Capture1 - shows one of the Events in Event Viewer. Note that it couldn't do it for some 'mitigated' reason? But it did clean out what it thought it 'was' (Present: False).

Capture2 - shows the Configuration was done, and the one above it was it being started.

So I suspect the Backup will now work without a problem.

Also, in the Event Viewer the 'old' device events, of which there were none was listed on the side.

Thanks for heading me possibly in the right direction and getting me to question if I had done anything on that PC. Litmus test of course will be next Wed.

Irv,

I think you've got it now.  The drive should be registered correctly now which should allow ATI to verify the drive with the task configuration.  I note that your screenshot 180986 of Event Viewer the first lines of text state migration was not performed due to partial or ambiguous match.  This would imply the d(?) and possible the 4004/4007 differences in the disk txt.

Look forward to your results next Wed.

Yes, I agree. The ambiguity was the root problem. Still, it doesn't explain why Windows Explorer and Windows itself can use the drive to read/write files to the disk? Other programs that save/use files there, Word, Notepad, etc., did not have a problem. Seems only ATI did? Also, why unplugging the drive and then plugging it is would allow ATI to use the drive? The drive never got 'installed' doing that, only notice popping up from Windows was the drive was ready?

I assume ATI operates in a different way to read the drive requiring some 'data' that the other programs do not to write to the drive?

We'll know for sure next week I guess? I guess I could also run the System Report before that and see if DISKS.TXT sees the drive this time, like it did after the backup failed and then plugged in the drive and the backup worked and at that point ran System Report and it did see the drive?

Again, thanks for you help.

Irv,

Your assumption is correct in that ATI uses hardware ID's to identify disk drives as this is more reliable than drive letters use like most apps use.  Windows Disk Management uses these same ID's by the way but other apps within Windows (Explorer) use drive letters.

Well, that was a NO-GO.... still fails, same way.

I did get a few replies from the ticket I opened. Told me to do what I've already done, and now got another with some data they wanted collected and put on an FTP site.

-----------------------

Based on your concern, I would like to inform you that please rename External drive to drive and then re select destination.

Please follow the below steps:

- Launch the Acronis application.

- Select the backup task on which you are facing the issue.

- Click on "Change Destination"

- On the top address bar of Acronis console, you will find the destination path > Please remove the entry of the path.

- Reselect the same destination folder where you were locating the backups before and then click on "OK".

- Run the backup task and check if it completes successfully or not.

However if the issue persists please collect the following and share with us.

Collect

1) Script folder
Windows: C:\ProgramData\Acronis\TrueImageHome\Scripts
Mac: /Library/Application Support/Acronis/TrueImage/Scripts

2)Process Monitor Log
https://kb.acronis.com/content/2295

Once, the above required information are collected please compress and upload the same to the ftp link mentioned below.
--------------------

I did the first part and I didn't think it would run, but I suspect that was due to the old task trying to run again, the one that failed. As I was collect the Process Monitor data it appears it did start as when I went back to ATI I saw it 'collecting data'. I suspect changing the target location was the same as 'plugging it in'?

Now the SCRIPTS folder has the 3 backups available and only one is secheduled, the other 2 are manual.

We'll see what happens I guess?

My next thought is to change the USB drive letter and reset the backup location? BTW, I did install the new update to ATI2020 for what it is worth.

Do think I see the problem though? It is in the SCRIPTS.

Her script for the backup location:

--------------

<volumes_locations>
                        <volume_location partition_id="" uri="M:\Acronis Backup\All_Drives\LARAINE-C, D, and E.tibx" volume_id="0" />
                    </volumes_locations>

--------------

Mine:

-----------------

<volumes_locations>
                        <volume_location partition_id="\local\hd_ev\vol_guid(0301534B48AFFDB8112A14897EC7E2A8)" uri="P:\Acronis_Backup\All Drives\My disks.tibx" volume_id="3829729487" />
                        <volume_location partition_id="\local\hd_ev\vol_guid(0301534B48AFFDB8112A14897EC7E2A8)" uri="P:\Acronis_Backup\All Drives\My disks.tibx" volume_id="0" />
                    </volumes_locations>

---------

Why I have 2 I don't know, but hers is missing the GUID? This is AFTER I changed her backup location (to the same one as before) and it did start running?

Have no idea what is going on and why it did stop working?

We'll see what support says I guess? I thinking I need to create an entirely new backup scenario?

I did look at one of the other backups she has, and guess what, it looks similar to mine?

================

<volumes_locations>
                        <volume_location partition_id="\local\hd_ev\vol_guid(F43039904D315EA7B59CAA8B53A01D31)" uri="M:\Acronis Backup\Test_Games\Test-Games_full_b1_s1_v1.tib" volume_id="3314465290" />
                        <volume_location partition_id="\local\hd_ev\vol_guid(F43039904D315EA7B59CAA8B53A01D31)" uri="M:\Acronis Backup\Test_Games\@task@.tib" volume_id="0" />
                    </volumes_locations>

==================

So something changed and I don't know why? Same drive, M: for all 3 backup scenario's on her PC?

Even more oddity happening.

Looked at her error e-mail:

===========
2020-04-08T10:01:15:162-04:00 7692 I00000000: -----
2020-04-08T10:01:15:162-04:00 7692 I00000000: ATI Demon started. Version: 24.6.1.25700.
2020-04-08T10:01:15:209-04:00 7692 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2020-04-08T10:01:15:209-04:00 7692 I00640002: Operation LARAINE-C, D, and E started by schedule.
2020-04-08T10:01:15:347-04:00 7692 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2020-04-08T10:01:15:347-04:00 7692 I013C0000: Operation: Backup
2020-04-08T10:01:15:347-04:00 7692 I0064000B: Priority changed to High.
2020-04-08T10:01:15:378-04:00 7692 E000B0428: Error 0xb0428: The backup location was not found on the destination drive. Make sure the correct storage device is connected to the computer.
| trace level: error
| line: 0x4d3f22948e29f34a
| file: c:\bs_hudson\workspace\123\products\imager\archive\impl\utils.cpp:627
| function: TrueImage::Archive::CheckVolumeDeviceIdMatch
| line: 0x4d3f22948e29f34a, c:\bs_hudson\workspace\123\products\imager\archive\impl\utils.cpp:627, TrueImage::Archive::CheckVolumeDeviceIdMatch
| Path: M:
| ExpectedId: \local\hd_ev\vol_guid(F43039904D315EA7B59CAA8B53A01D31)
| ActualId:
| $module: ti_demon_vs_25700
2020-04-08T10:01:15:409-04:00 7692 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bced8
| file: c:\bs_hudson\workspace\123\products\imager\demon\main.cpp:738
| function: main
| line: 0x9f2c53c72e8bced8, c:\bs_hudson\workspace\123\products\imager\demon\main.cpp:738, main
| $module: ti_demon_vs_25700

=========================

Somehow it seems it isn't READING the GUID? Then, as the script shows, it must re-write it and deletes the GUID line that was there? My Script seems to get re-written every time as the date is the last time I ran the backup on my PC?

Now wondering if there is some other 'actor' involved, the disk itself? USB driver, Port (I could change it I guess but it is on the backplane where 3 other USB devices are working OK?), or even W10 Pro?

I suspect that the time it started to fail was when I moved the disk to a different port? That seemed clear from a prior post here. I'm wondering if the 'script' is not updated when the disk is moved by ATI? Might be the reason I was told to basically recreate in place the backup plan? That would rebuild the script? Now thinking it is held in memory during the run and it will be rewritten when complete?

OK, I am stumped! Today it worked fine, no error and it started automatically and ran.

Some of the MANY things I tried over the last week or so:

• Tried uninstalling the USB drive and installing it again.
• Moved the USB from the rear XPS USB 3.0 port to another one (changed it with another device). Still got the Ambiguous message...
• Ran WD's diagnostic on the drive, both the fast and LONG (and it was) one. No errors found.
• Ran CHKDSK /F /R on the drive, no problems found.
• Recreate the scenario by not changing the back up location, just re-selecting it again. Had to add back in the old backups.
• Reviewed the SCRIPT file for changes?
• Move the drive to the TOP USB 2.0 port...

That last one was 'interesting'. It seemed the time to do the backup (yes, I had to unplug the drive and plug it in again to make the backup operate) 30% faster as the time to do it in the email sent when completed showed? Same file size created. Why would USB 2.0 vs. 3.0 ports work 'faster'?

Last change TODAY before the run was to start automatically.

I moved the drive to the SAME front USB 3.0 port it once was at when it was working? Guess what, IT WORKED today!!!

Nothing had a problem using the drive, utilities I tried, drive Properties in Device Manager showed the GUID as did other utilities that show it, and Disk Manager saw the drive and partition.

Working with Support on a ticket. No answer yet and it was sent to 'a higher level' I guess? All suggestions offered I tried to no avail.

I'm wondering if ATI captures something unique to drive positions when it was installed, or the update was?

Well, it did finish in 10 hours or so.

Looked at the backup script, and it is clearly different now:

=================

network_timeout="0" split_archive="false">
                    <volumes_locations>
                        <volume_location partition_id="\local\hd_ev\vol_guid(F43039904D315EA7B59CAA8B53A01D31)" uri="M:\Acronis Backup\All_Drives\LARAINE-C, D, and E.tibx" volume_id="63258097" />
                        <volume_location partition_id="\local\hd_ev\vol_guid(F43039904D315EA7B59CAA8B53A01D31)" uri="M:\Acronis Backup\All_Drives\LARAINE-C, D, and E.tibx" volume_id="0" />
                    </volumes_locations>
                </archive_options>

=================

Prior to this backup the lines were different. First one was missing like I posted on 4/8 above. One thing is clear, the GUID has not changed? Again, suspect a pointer based on that GUID is 'bad' and it doesn't get changed when the drive is moved around maybe? Not sure about that though as my USB WD drive (same model that hers uses) has been moved without a problem in ATI?

So, I wonder is there is a problem in W10 Pro where moving a USB drive doesn't 'update' everything? I hope 'Support Ticket' can provide some clues to why ATI fails and where to look in W10 for some clues.

Still unexplained why when on USB 2.0 port it finished in 7 hours, on 3.0 port, 15 hours, same size file created (minor size differences)? Assuming the 3.0 Port being faster might have some differences in handling data? Larger buffer? Causing ATI retries?

Using the LOG viewer, and specific log item to look at that might provide a clue?

Well, since the USB drive was moved back to the same USB port it was in when ATI was working, it has NOT failed. I didn't get much help from the ticket I opened either. A bunch of things to try (all which I had done already) and finally they wanted to connect and see what is going on. Since it IS working, I don't see a need to do that.

I've scoured the Registry looking for the GUID of the disk, and couldn't find an ATI entry with that. Only place I can find it is the SCRIPT file for the backup. It doesn't have a port or specific USB tied to it?

To sum it up, this is the last set of data I sent to Support:

Last run started on time schedule and found the drive and just worked!

=============

2020-04-22T10:19:33:840-04:00 14856 I00000000: -----
2020-04-22T10:19:33:840-04:00 14856 I00000000: ATI Demon started. Version: 24.6.1.25700.
2020-04-22T10:19:34:712-04:00 14856 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2020-04-22T10:19:34:712-04:00 14856 I00640002: Operation LARAINE-C, D, and E started by schedule.
2020-04-22T10:19:34:943-04:00 14856 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2020-04-22T10:19:34:943-04:00 14856 I013C0000: Operation: Backup
2020-04-22T10:19:34:943-04:00 14856 I0064000B: Priority changed to High.
2020-04-22T21:47:46:254-04:00 14856 I013C0006: Operation has succeeded.

===============

I did NOT try all my USB ports, but I did try 3, one USB 2.0 and the other 2 USB 3.0 (which matches the drive).

It seems ONLY when the drive is in the port it initially was does ATI work properly without asking for the drive to be plugged in?

I suspect, but have not investigated, data with the GUID and PORT info is saved somewhere by ATI when it creates the Backup Scenario. If so, then recreating it when on another Port should have worked, but it did NOT. Possibly since the drive GUID doesn't change it sees it already had the data? Maybe in the Registry?

Here is ALL the device info on the USB 3.0 port:

=============

    =========================== USB Port2 ===========================

Connection Status        : Device is connected
Port Chain               : 3-2
Supported Protocols      : 0x03 (1.1, 2.0)
Properties               : 0x01
 IsUserConnectable       : yes
 PortIsDebugCapable      : no
ConnectionIndex          : 2
CompanionIndex           : 0
 CompanionHubSymLnk      : USB#ROOT_HUB30#4&260e01b0&0&0#{f18a0e88-c30c-11d0-8815-00a0c906bed8}
 CompanionPortNumber     : 6

      ======================== USB Device ========================

        +++++++++++++++++ Device Information ++++++++++++++++++
Device Description       : USB Mass Storage Device
Device ID                : USB\VID_1058&PID_25EE\574343374B35534A414C4A58
Driver KeyName           : {36fc9e60-c465-11cf-8056-444553540000}\0007 (GUID_DEVCLASS_USB)
Driver                   : C:\WINDOWS\System32\drivers\USBSTOR.SYS (Version: 6.2.18362.1  Date: 2019-03-19)
Legacy BusType           : PNPBus
Class                    : USB
Service                  : USBSTOR
Enumerator               : USB
Location Info            : Port_#0002.Hub_#0003
Location IDs             : PCIROOT(0)#PCI(1400)#USBROOT(0)#USB(2), ACPI(_SB_)#ACPI(PCI0)#ACPI(XHC_)#ACPI(RHUB)#ACPI(HSP2)
Container ID             : {15bafe64-fbcb-5660-b27b-61cfbed30618}
Manufacturer Info        : Compatible USB storage device
Capabilities             : Removable, UniqueID, SurpriseRemovalOK
Address                  : 2
Problem Code             : 0
Power State              : D0 (supported: D0, D3, wake from D0)
 Child Device 1          : WD SES Device
  Device ID              : USBSTOR\OTHER&VEN_WD&PROD_SES_DEVICE&REV_4004\574343374B35534A414C4A58&1
  Class                  : WDC_SAM
 Child Device 2          : Disk drive
  Device ID              : USBSTOR\DISK&VEN_WD&PROD_MY_BOOK_25EE&REV_4004\574343374B35534A414C4A58&0
  Class                  : DiskDrive
   Volume                : \\?\Volume{f4303990-5ea7-4d31-8baa-9cb5311da053}\
   Kernel Name           : \Device\HarddiskVolume10
   Mountpoint            : M:\

        ---------------- Connection Information ---------------
Connection Index         : 0x02
Connection Status        : 0x01 (DeviceConnected)
Current Config Value     : 0x01
Device Address           : 0x01
Is Hub                   : 0x00 (no)
Number Of Open Pipes     : 0x02 (2)
Device Bus Speed         : 0x02 (High-Speed)
Pipe0ScheduleOffset      : 0x00 (0)
Pipe1ScheduleOffset      : 0x00 (0)

        ------------------ Device Descriptor ------------------
bLength                  : 0x12 (18 bytes)
bDescriptorType          : 0x01 (Device Descriptor)
bcdUSB                   : 0x210 (USB Version 2.10)
bDeviceClass             : 0x00 (defined by the interface descriptors)
bDeviceSubClass          : 0x00
bDeviceProtocol          : 0x00
bMaxPacketSize0          : 0x40 (64 bytes)
idVendor                 : 0x1058 (Western Digital Technologies, Inc.)
idProduct                : 0x25EE
bcdDevice                : 0x4004
iManufacturer            : 0x02
 Language 0x0409         : "Western Digital"
iProduct                 : 0x03
 Language 0x0409         : "My Book 25EE"
iSerialNumber            : 0x01
 Language 0x0409         : "574343374B35534A414C4A58"
bNumConfigurations       : 0x01

        -------------- Configuration Descriptor ---------------
bLength                  : 0x09 (9 bytes)
bDescriptorType          : 0x02 (Configuration Descriptor)
wTotalLength             : 0x0020 (32 bytes)
bNumInterfaces           : 0x01
bConfigurationValue      : 0x01
iConfiguration           : 0x00
bmAttributes             : 0xC0 (Bus Powered, Self Powered)
MaxPower                 : 0x0D (26 mA)

        ---------------- Interface Descriptor -----------------
bLength                  : 0x09 (9 bytes)
bDescriptorType          : 0x04 (Interface Descriptor)
bInterfaceNumber         : 0x00
bAlternateSetting        : 0x00
bNumEndpoints            : 0x02
bInterfaceClass          : 0x08 (Mass Storage)
bInterfaceSubClass       : 0x06 (SCSI transparent command set)
bInterfaceProtocol       : 0x50 (Bulk­Only Transport)
iInterface               : 0x00

        ----------------- Endpoint Descriptor -----------------
bLength                  : 0x07 (7 bytes)
bDescriptorType          : 0x05 (Endpoint Descriptor)
bEndpointAddress         : 0x81 (Direction=IN  EndpointID=1)
bmAttributes             : 0x02 (TransferType=Bulk)
wMaxPacketSize           : 0x200 (max 512 bytes)
bInterval                : 0x00 (never NAKs)

        ----------------- Endpoint Descriptor -----------------
bLength                  : 0x07 (7 bytes)
bDescriptorType          : 0x05 (Endpoint Descriptor)
bEndpointAddress         : 0x02 (Direction=OUT  EndpointID=2)
bmAttributes             : 0x02 (TransferType=Bulk)
wMaxPacketSize           : 0x200 (max 512 bytes)
bInterval                : 0x00 (never NAKs)

        -------- Binary Object Store (BOS) Descriptor ---------
bLength                  : 0x05 (5 bytes)
bDescriptorType          : 0x0F
wTotalLength             : 0x0016
bNumDeviceCaps           : 0x02

        ------------- USB 2.0 Extension Descriptor ------------
bLength                  : 0x07 (7 bytes)
bDescriptorType          : 0x10
bDevCapabilityType       : 0x02 (USB 2.0 Extension)
bmAttributes             : 0xF41E
  LPMCapable             : 1 (Link Power Management protocol is supported)
  BESLAndAlternateHIRD   : 1 (BESL & Alternate HIRD definitions are supported)
  BaselineBESLValid      : 1 (valid)
  DeepBESLValid          : 1 (valid)
  BaselineBESL           : 4 (400 µs)
  DeepBESL               : 15 (10000 µs)

        ----- SuperSpeed USB Device Capability Descriptor -----
bLength                  : 0x0A (10 bytes)
bDescriptorType          : 0x10
bDevCapabilityType       : 0x03
bmAttributes             : 0x00
wSpeedsSupported         : 0x0E (Full-Speed, High-Speed, SuperSpeed)
bFunctionalitySupport    : 0x01 (lowest speed is 'full-speed')
bU1DevExitLat            : 0x0A   (less than 10 µs)
wU2DevExitLat            : 0x07FF (less than 2047 µs)

=============

Here is the Backup Script info for the drive:

=====================
<archive_options check_network_timeout="false" computer_id="B2D54AF4-259C-4B36-BD85-523955484057" format="tibx" id="2390609652061912561" network_timeout="0" split_archive="false">
                    <volumes_locations>
                        <volume_location partition_id="\local\hd_ev\vol_guid(F43039904D315EA7B59CAA8B53A01D31)" uri="M:\Acronis Backup\All_Drives\LARAINE-C, D, and E.tibx" volume_id="63258097" />
                        <volume_location partition_id="\local\hd_ev\vol_guid(F43039904D315EA7B59CAA8B53A01D31)" uri="M:\Acronis Backup\All_Drives\LARAINE-C, D, and E.tibx" volume_id="0" />
                    </volumes_locations>
                </archive_options>
=====================

I have no idea why changing the port would stop the automatic run from not seeing the USB drive until it was unplugged and plugged back in again?

Irv,

Here's my 2 cents worth.  Your wife's PC is around 7 year old I'd say based on the Intel H77 chipset.  You have the PC now running Win 10.  If it were me, I would head over to the Intel support site and grab the latest available H77 chipset drivers available and install them on the the PC.  After that i would see if changing the drive to different ports causes problems with the drive still.

You mentioned that transfer speed was slower for USB 3.0 than it was for USB 2.0 and that suggests an outdated driver problem.  I am fairly sure that the H77 boards had an Intel based USB 3.0 dedicated chip onboard for that standard.  The only way to update that is with the Intel chipset drivers.  This would apply to OEM machines like Dell HP, etc.  If the PC is not an OEM brand and the motherboard is something other say ASUS or Gigabyte etc. then I would check on the Manufacturer site for drivers as USB 3.0 on those boards are likely to be ASMedia chips.

In short I think you can cure the issue by updating the motherboard chipset and USB 3.0 drivers.