Read error while doing backup

Jeff, welcome to these public User Forums.

What is the actual full error message in the backup log where it should give you more details of where it failed to read data from including a sector value and disk number?

There is a new MVP Assistant log viewer tool that has now been made available by Acronis via the Community Tools page.. 

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) 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 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.

6/27/2021 09:32:36:654 PM -07:00 12624 I00000000: Pid: 9460 >>> --id=1624854756 --action=delete-archive --agent="ATI 25.8.1.39216 Win" --archive="smb://NAS/Jeff PC Backups/JEFF-PC.tibx" --ar-loc-username="Jeff" --ar-loc-password=*
6/27/2021 09:32:38:012 PM -07:00 8092 I00000000: Pid: 9460 type=log; level=inf; message=ar#1: deleting archive path="\\?\UNC\NAS\Jeff PC Backups\\JEFF-PC.tibx";
6/27/2021 09:32:38:022 PM -07:00 8092 I00000000: Pid: 9460 type=log; level=inf; message=io#1: deleting volume "\\?\UNC\NAS\Jeff PC Backups\\JEFF-PC.tibx";
6/27/2021 09:32:38:035 PM -07:00 8092 I00000000: Pid: 9460 type=retcode; value=0; id=1624854756;
6/27/2021 09:32:38:036 PM -07:00 12624 I00000000: Pid: 9460 >>> exit
6/27/2021 09:44:27:337 PM -07:00 2860 I00000000: Pid: 3588 >>> --id=1624855467 --action=delete-archive --agent="ATI 25.8.1.39216 Win" --archive="D:\\Samsung SSD 850 PRO EXM0.tibx"
6/27/2021 09:44:27:377 PM -07:00 8092 I00000000: Pid: 3588 type=log; level=inf; message=ar#1: deleting archive path="\\?\D:\\Samsung SSD 850 PRO EXM0.tibx";
6/27/2021 09:44:27:378 PM -07:00 8092 I00000000: Pid: 3588 type=log; level=inf; message=io#1: deleting volume "\\?\D:\\Samsung SSD 850 PRO EXM0.tibx";
6/27/2021 09:44:27:418 PM -07:00 8092 I00000000: Pid: 3588 type=retcode; value=0; id=1624855467;
6/27/2021 09:44:27:418 PM -07:00 2860 I00000000: Pid: 3588 >>> exit

Jeff, the log file snippet above does not show any read error messages so is unlikely to be from the correct log in this case.

If you would like to share the System Report zip file via a link in a private message to me, I would be happy to take a look at the various logs it contains to see if I can find an explanation?

To send a private message, click on the option below my name shown on the left side of the forum posts.

Your error you posted in the OP suggests that TI is finding it impossible to complete a network connection to your NAS which is causing the backup to fail.  The suggested fix is to edit/confirm credentials for the NAS network share.  This may or may not resolve the issue.  My suggestion for you would be to perform a complete Shutdown your PC using the Shift+Shutdown key combination to force close all apps, sign out the user and shutdown the PC.  After shutdown, startup the PC and try your backup again..  Recent Windows updates have left many users with an inability to make network connections and often times this issue is corrected by using the method above.

Steve, I am trying to respond via private message but it tells me Access Denied when I click on Send Message under your name.

Enchantech, I initially thought the issue was with authentication to my NAS but ATI fails while trying to backup to a local hard disk as well. I am able to successfully get a full backup using Windows built-in Backup & Recovery utility.

Jeff, not sure why you are seeing Access Denied when sending a private message, have checked that I am able to access them from my side ok.

The alternative here is to just zip up the relevant folder for the backup type and try attaching it here in the forum if it is under 3MB in size.

If doing a Disk backup, zip C:\ProgramData\Acronis\TrueImageHome\Logs\backup_worker folder.

If doing a Files backup, zip C:\ProgramData\Acronis\TrueImageHome\Logs\ti_demon folder.

You can use the following batch commands to do this for you:

File name: ZipLogs.BAT

if not exist C:\Temp (mkdir C:\Temp)
if exist C:\Temp\BWorkerLogs.zip (del C:\Temp\BWorkerLogs.zip)
if exist C:\Temp\DemonLogs.zip (del C:\Temp\DemonLogs.zip)
powershell Compress-Archive C:\ProgramData\Acronis\TrueImageHome\Logs\backup_worker C:\Temp\BWorkerLogs.zip
powershell Compress-Archive C:\ProgramData\Acronis\TrueImageHome\Logs\ti_demon C:\Temp\DemonLogs.zip
explorer c:\temp

Note: if you get an error when running Powershell, then open up a Powershell panel and type the following command:

Set-ExecutionPolicy -ExecutionPolicy RemoteSigned

then answer Yes to the pop-up panel that is shown.

Steve, I was able to send you a private message with a link to the report file. Did you receive it? Thanks, Jeff

Jeff, thanks got the link and see the error in both the Backup Worker and Demon logs.

You are doing a Disk backup with a destination on your NAS but the error is shown when ATI is trying to close out the backup and cannot read VSS snapshot data to allow this to happen.

The Backup Worker log (most recent backup run) shows: (cleaned).

27/06/2021 02:22:57:012 PM type=log; level=inf; message=ar#1: slices=2 user*** data=81767MB meta=47MB unused=637MB/0.77% deallocated=0MB/0.00%;
27/06/2021 02:22:57:012 PM type=log; level=inf; message=ar#1: archive close (commit=14/14, file_size=86457397248, uuid=331626572cd458ed8af40480bc3fa1b4, user *** write=114758MB) rc=0 (Success);
27/06/2021 02:22:57:015 PM type=commonerror;
value= Read error.
$func: PartitionBackuper::ReadDrive
$line Failed to read the snapshot. See VSS logs for details.
$func A win_snapshot_volume::IoOp
$line The semaphore timeout period has expired
27/06/2021 02:22:57:016 PM -07:00 12500 I00000000: Pid: 6748 type=retcode; value=4095; id=1;
27/06/2021 02:22:57:016 PM -07:00 13064 I00000000: Pid: 6748 >>> exit

The above VSS snapshot error is repeated in the Demon log too.

The first recommendation is to download and run the Acronis VSS Doctor tool to ensure that there are no issues in that area.  If any are shown, then take the option to let the tool fix any that it offers for.

Next, snapshot data is typically held in unused areas of the source disk drive where there could be a bad sector that isn't encountered by other activities on the PC.
Running CHKDSK /R against the drive and including all partitions selected in the backup source may be needed.  You would need to assign drive letters to hidden / system partitions to check them or else use any disk diagnostic tools provided by the disk drive vendor.

Thank you, Steve. Where can I obtain the VSS Doctor tool?

Never mind.....I see the link in your signature. 

Steve, per your suggestions I have downloaded and run the Acronis VSS Doctor tool and it found no errors.
I then ran chkdsk /r on the C drive and it found no errors. I did not run it against the hidden system partition. I then proceeded to try ATI again selecting the entire PC. The backup failed at the same spot, approximately 80GB into the backup. I then reconfigured the backup and deselected the hidden partition in case there was/is bad sectors in that location. Even with the system partition deselected, the only location I didn't run chkdsk on, the backup failed again. So now what do you suggest?

In addition to the above issue, I have also found ATI 2021 to be extremely resource-intensive. It is making my computer run very slowly and open browser windows are erroring out due to lack of resources.

The other issue I have encountered is that when I go into the Help section and then click Open Help it opens the page in Russian and I have to use Google translator to view it in English, even though I have ATI configured for English.

The last version of ATI that I ran was 2011 and I don't remember it being this problematic.

I have now successfully backed up the same partitions using Microsoft's built-in Backup & Recovery utility and Macrium Reflect. Why is ATI having a problem?

Jeff, sorry to read of continued issues here.  Are you backing up using the other apps to the same destination as Acronis for the tests?

Ref the Help being in Russian, I haven't seen that for Acronis but have sometimes for other sites and clearing the browser cache seems to cure it.  Note: the 'Acronis links' in my signature goes to a webpage I created with direct links to lots of the main help pages.

One other option that you can try to prove that this is a VSS issue is to go to the Options > Advanced > Performance settings for your task and change the snapshot option from VSS to the older Acronis snapshot method used in much earlier versions of ATI.

See KB 59440: Acronis True Image: 'Snapshot for backup' option overview - for details.

Steve, yes, I have used the other backup apps to backup to both a local attached hard drive and a NAS with no problems. I will change the VSS settings and try it again. Thanks!

Steve, I appreciate the help. I am using the free version of Macrium Reflect with no issues. I uninstalled ATI and my computer is back to running normally again. ATI 2021 IMHO needs some work.

Jeff, if MR is working correctly for you then that is the key point.  I can only recommend submitting Feedback to Acronis to make your experience known!