Nonstop Backup Turns Off

Check in the Timeline folder on whatever partition you are using for NSB. It may actually have completed the task - the 2% progress indicator was a problem in the beta.

Having said that, I've had NSB switch itself off, even though the service is still running, and if I leave the computer on at 1am in the morning (the default NSB task time for some strange reason), it attempts to run and then halts on an error that the NSB drive is full - which it isn't.

As with any new feature, it is going to take a while before all the bugs are worked out - if they ever are. We are all the real beta testers.

I'm disappointed as well... Non-stop backup was a key feature in my decision to upgrade.

Me too - I just cannot understand why the Non-Stop Backup keeps stopping !

The major attraction just does not look very convincing.

Is NSB working for anyone?

Just upgraded to new version. I keep getting an error message, but there are different ways in the program to turn on non stop backup. Something worked, but im not sure which one, and i dont think its consistent. Also in recovery, it doesnt show any files if i click on "Recover with Time Explorer', but when I right clicked the backup , and then the recovery option, it worked. Certainly not the way a program meant to make things easier should work.

NSB worked great for me for a few weeks, then it stopped working all of a sudden. Now it gets about 10% complete and turns itself off. Nothing significant changed on my system--I've just been doing my day-to-day work. I had also upgraded because of this feature, and now I can't get it working again.

Same problem here, originally I had it working fine on build 5055 but made the mistake of switching to 6029, non-stop would get to 90% of the initial image creation and then would report an error saying that the operation had been interupted. I tried re-running, re-installing, recreating the non-stop storage, running checkdisk on the protected partitions all to no-avail.

Now having switched back to 5055, I cannot get it to work either now.

Here's a possible solution for all those having problems with Nonstop Backup in True Image Home 2010.

Read this Knowledge Bulletin:

http://kb.acronis.com/content/3290

Then, read this bulletin:

http://kb.acronis.com/content/3337

The first bulletin provides instruction on how to setup the Nonstop Backup. The second bulletin provides instruction on how to recover the saved backups.

Hope this helps.

I don't think that getting Nonstop Backup set up or being able to restore files from Nonstop Backup is the problem for most people in this thread.

It appears that most people are having problems with Nonstop Backup starting fine, but then eventually stopping for no reason.

I am having the same issue with nonstop backup on one of my systems and it is working fine on another. And I have the same issue...it was working fine on the one system for weeks and now it isn't. I've posted several questions and have sent an email to Acronis support and haven't received a response yet. I don't even mind beta testing this if they would respond back with something constructive. This is getting very frustrating. There are other products on the market that seem to be working....and I'm about ready to switch.

Ok, so there are at least 3 threads on this now. W7 64bit here. worked for 6 days, then stopped. click the button to turn it on and it turns right back off.

Hello all,

Please accept our apologies for the delay with the response.

I have checked all your posts and understood the situation, it's obviously that we're facing one common issue with our non Stop Backup. Actually, we haven't heard about similar issues (related to stopping especially). So could you please let us investigate the issue and forward it to the responsible team for fixing?

1. Please clarify the details of your Non Stop Backup settings (which files\partitions have you protected, which destination have you selected)

2. Could you please let me know the build number of the product, which you can find in the Help -> About dialog (it should be a 3 or 4 digit number)?

3. Please collect Acronis Information, it will collect log files, system information and HDD's report from your PC:

- Download the file;
- Run the downloaded file
- Send us the files created.
The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved.
Running AcronisInfo may take up to 5 minutes.

Then submit a request for technical support. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the issue appears and the link to this thread. When submitted, please post the case number here, so I can pick it in our database for faster investigation.

After that, we will do our best to investigate the problem and provide you with a solution.

Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.

Thank you for your cooperation!

First to answe woody's question form another NSB thread, the backup drive is only using 87gb of 139 and part of that is one touch backup and windows backup Time Explorer file number only goes to 23.

Now one more bit of info. Today when I started looking through the forum I wanted to check version. Once I start poking around the TI screens and then close it, I loose the tray icon. So this time I right clicked it. Didn't have the info but I tried browse and it said it couldn't read from storage. It seemed to summit a report of some kind. I know the drive is working because I can look at it from windows explorer. It's like it lost permission to access the drive. And in fact I get the blue popup requesting permission to acess the system every time I run TI now. Also, I tried running the disk cleanup program to see about deleting a temp folder that windows has left nearly 4gb in and that program stops responding.

I have 2 160gb sata wd drives. The first drive has the 100mb "system" partition, a 40gb C: and the rest is E:. Both are primary, not extended. The second drive has a 10gb primary I use for temp stuff and ended up as D:, and the rest is a primary F: which is the backup drive. C: and E: are the partitions backed up. There is still 81gb free on F:. I also have windows doing it's backup to F: and one touch backed up there.

Another note about the drives. Windows shows the drive with C:,E: as disk 2 and the drive with D:,F: as disk 1. Right after I installed windows, I had to change some fans and had to pull the drives. I labled the cables and the drives, so fairly sure I didn't switch them, but there was a point where the drives might have gotten switched. As I'm not sure if the drives where switched, I don't know if it's safe to switch them back. This happened before I installed TI so should be non-relevent to the problem.

Build is 6029

I had started a thread here: http://forum.acronis.com/forum/6303

case 00417708

OK thanks Timothy, so it seems my issue with 100GB is not as significant as I'd hoped.

It's interesting you mention about the access problem. In the afcdpsrv.log file I get the following 000057497437: The item cannot be found or it is inaccessible at the moment.
000057497437: The item cannot be found or it is inaccessible at the moment.
000057497437: The item cannot be found or it is inaccessible at the moment.
............................

It's not clear from the log exactly what it is that cannot be accessed.

I have submitted a new ticket about this now so we'll see what Acronis have to say about it. It appears the support team are now aware of issues with NSB.

How did you submit a ticket? is it the live chat thing? I poked all around the support page and ether ended up back here or at a useless faq page or a sign in for some kind of live chat.

NVM, found it. had to click recovery problems instead of other. it's not really a recovery problem, yet, but you don't get the web submit option with the only other option

Hello Woody and Timothy,

Thank you very much for the provided information. The cases has been escalated to our QA team. We will let you know the current state of the issue.

I would like to ask other customers, if you have submitted the requests concerning the same issue with Nonstop backup (the necessary information is placed in post #13) please let me know about it via  Private Message. This will help to expedite the process. 

Please let me know if the provided information is not clear or if you have any other question. 

Thank you.

Well, I thought I'd update the thread.

I have a ticket in the system and have had some dialogue with tech support but I have also been doing my own testing.

I solved my initial problem where I couldnt even complete the initial partion image creation phase by excluding 3 folders as I detailed in another post.

I now have a problem where NSB turns off when TI starts its scheduled image backup of my main system drive, which of course holds the protected NSB partition. I can restart NSB but it will stop again when TI is next scheduled to backup.

Got the same issues so following this with interest, the funny thing is that it used to work?. I get to 64% and then it just stops and turns it off and i have to go into services to restart it again when it does the initial image of the protected partitions.

What I have notices today is that on the NSB screen when you select which one to recover from at the top its is showing as 01/01/1970 (see attached) but the date in the bottom right is totally different (see attached) - why it shows this who knows.

Given all the problems with nsb and that this thread now has an a responce about collecting data on the problem, maybe the thread should be made sticky until an update it out to address the nsb problems. Seems like there is more then one problem showing when nsb stops.

I have the same problem.

I submitted a support request with the requested attached file.

I also sent a PM to Oleg.

Hello all,

Thank you for your notes.

Woody,

Please correct me if I am wrong. Actually, the program is unable to perform two backup tasks simultaneously, and it is normal that Nonstop backup is turned off while performing a scheduled backup task. Nonstop backup should become active after the scheduled backup completion automatically. Do you mean that you have to activate it manually? 

Timothy,

Thank you for the idea, I have made this thread sticky.

Jim,

Your request has been forwarded to the appropriate person. WE will contact you as soon as possible.

Ian,

The issue needs a closer investigation. Could you please submit an e-mail request and attach the below information to your message? To place an e-mail request one should go to this page, under Contact us click on the Start here button, select Have questions. From the pop up select TECHNICAL ISSUE WITH PRODUCT. Select FULL Version selection \Select product from drop down box.  Choose Submit request via web form.

1) Download AcronisInfo file ;
Run the downloaded file. The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved. Running AcronisInfo may take up to 5 minutes. Attach the file to your message.

2) Please also attach the screen shots.

Let me know the case number via Private Message, I will take care of the case. 

Please let me know if the provided information is not clear or if you have any other question. 

Thank you.

Oleg wrote:

Hello all,

Thank you for your notes.

Woody,

Please correct me if I am wrong. Actually, the program is unable to perform two backup tasks simultaneously, and it is normal that Nonstop backup is turned off while performing a scheduled backup task. Nonstop backup should become active after the scheduled backup completion automatically. Do you mean that you have to activate it manually? 

Timothy,

Thank you for the idea, I have made this thread sticky.

Jim,

Your request has been forwarded to the appropriate person. WE will contact you as soon as possible.

Ian,

The issue needs a closer investigation. Could you please submit an e-mail request and attach the below information to your message? To place an e-mail request one should go to this page, under Contact us click on the Start here button, select Have questions. From the pop up select TECHNICAL ISSUE WITH PRODUCT. Select FULL Version selection \Select product from drop down box.  Choose Submit request via web form.

1) Download AcronisInfo file ;
Run the downloaded file. The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved. Running AcronisInfo may take up to 5 minutes. Attach the file to your message.

2) Please also attach the screen shots.

Let me know the case number via Private Message, I will take care of the case. 

Please let me know if the provided information is not clear or if you have any other question. 

Thank you.

Oleg wrote:

Ian,

1) Download AcronisInfo file ;

When I run the .exe i get an error that MSVCR71.DLL is missing. Have downloaded the .DLL and saved it in the same directory as the .EXE but it still moans, does it have to go in sys32?

Oleg,

I too am having problems with NSB (can't turn it on now). Case number sent by PM - submitted 2 weeks ago now but no response as yet!

Thanks
Steven

Steven:

Make sure NSB is set to automatic in Services.msc

bodgy wrote:

Steven:

Make sure NSB is set to automatic in Services.msc

Hi Colin, thanks - but it is set to Automatic, checked that myself!

If I try to start it, it just stops itself straight away. I think it has got corrupted in some way and needs 'resetting', but I'm not sure how to do that :-(

Hello all,

Thank you for posting your question, I will be happy to help.

Steven,

I will take care of the case. I have sent the instructions on how to obtain the necessary file via e-mail. 

Ian and William,

Since the AcronisInfo.exe file fails to run, please obtain the below information:

1) - Open Start\Programs\Accessories\System Tools\System Information;

- Choose the "Save" option in the "File" menu (or "Action" menu under Windows 2000), enter the "File name" and set the field "Save as type" to "System Information File (*.NFO)";

2) Please download Acronis Report utility available here and run it, create a report and attach the file to your next post. Please compress the Acronis Report output file into an archive (e.g. with WinZip) and attach to your message by browsing for the archive.

This would provide us with detailed information on the hard disk partition structure.

3) Please provide us with the copy of Windows registry. 

If the provided information is not clear or if you have any other question do not hesitate to post them and we will be glad to answer.

Thank you.

Oleg wrote:

Ian and William,

run it, create a report and attach the file to your next post.

NFO file attached

Hello Ian,

Thank you for the provided information. I have saved the file to my computer and removed it from the attachments. 

Actually, you shouldn't send the files one-by-one. Please collect them all and send me a PM. I will create a separate case for you.  

Thank you.

Just updated from True Image 2009 to TI 2010 Build 6053 on my wife's Vista SP2 64-bit machine. Install went fine. I'm using a USB-attached Seagate FreeAgent 500GB backup drive, and TI 2010 seems to see it fine.

Turned on NonStop Backup and it seems to start just fine. NSB found my USB Seagate drive (J:) and began its first image backup. But at about 18% complete it stops with a Windows error .....
"File Level CDP Manager Service stopped working and was closed."
In the NonStop Backup window it shows an error ....
"Error while retrieving storage space information."

Rebooted PC and NSB started up again fine, but again errors as above at ~18% into its intial image backup. Discovered in the Knowledge Base that the NonStop Backup Service stopped and was able to start it up again, but still won't complete initial image backup.

Also saw tips here about updated SnapAPI and will try that.
EDIT: DO NOT INSTALL THE SnapAPI update! It killed my True Image 2010 installation. The first time when I rebooted and restarted TI 2010 I got an error "The older version of the Acronis product update has been detected. Computer must be restarted for correct operation of True Image Home.". So I restarted and then tried running TI 2010 again. Got an error "Failed to open (initialize) the computer. Failed to initialize the snapshot manager library (0x100005). The system cannot find the file specified." Tried to reinstall the SnapAPI update, but no help. Guess it's time to reinstall TI 2010. I'm really regretting this "upgrade"!

EDIT: Reinstalling TI Home 2010 has things back to "normal". But NonStop Backup still stops after ~18% complete on initial image backup. Was able to perform a regular partition image backup with no issues.

So how do we get NonStop Backup working?

Same procedure here:
I've used TI Home 2010 (version before 6053) without any problems, but with update to version 6053 I can't make any backups, it crashes all the time (complete system hangs).
The incremental update crashs immediately and start from scratch with a new complete backup crash after a few percent.
I've tried the SnapAPI Update but it kills my TI Home Installation completely, I must remove and reinstall the complete software (see above).
OS is Win 7 64Bit, what else can I do?
I've reinstalled the Version 5055 and all is working fine once again, but why?

Got a 640Gb drive to put in the computer for a backup drive. Left MS using the second 160Gb and changed acronis settings to use the 640, both for the system back up and the non-stop backup. When changing the NSB drive it wanted to delete the old back which I let it and it was able to do even though it said it couldn't read it. Once I restarted NSB it ran all the way through and has bee up for a few hours. Must have corrupted the other backup. Kind of makes it useless as a long term backup if it can corrupt in away that makes the whole folder unreadable.

I try to deinstall for the install of a older build version to test but Win7 / 32 doesn't want come up again and make a reboot.
Has someone the same effect and can confirm?

Timothy Lenz wrote:

Got a 640Gb drive to put in the computer for a backup drive. Left MS using the second 160Gb and changed acronis settings to use the 640, both for the system back up and the non-stop backup. When changing the NSB drive it wanted to delete the old back which I let it and it was able to do even though it said it couldn't read it. Once I restarted NSB it ran all the way through and has bee up for a few hours. Must have corrupted the other backup. Kind of makes it useless as a long term backup if it can corrupt in away that makes the whole folder unreadable.

I did something similar and came to the same conclusion. The original backup is corrupt. So NSB really isn't very useful. I installed another drive (drive B) and made it my backup drive and started NSB. It created a new backup and worked. I let it run a day and everything was OK. I then renamed the Time Explorer Storage folder on the original backup drive (drive A) ...stopped NSB on drive B...changed back to the drive A and started NSB. I was hoping this wouldn't work...therefore indicating some sort of hardware issue. However, it worked OK. I let it run for about a day with no issues. I then deleted the Time Explorer Storage folder from drive B and copied my renamed original backup Time Explorer Storage folder from drive A to drive B. I stopped NSB and changed over to drive B and the backup stops after a short time of "Preparing backup".

The conclusion.....NonStop Backup is useless.

Hello all,

I understand this is a major issue for you considering you can't use the Nonstop backup feature and will do everything possible from my side to give you a clear explanation. Every case of software malfunction requires a separate attention.  

James,

Could you please collect the information as I described in post #27 and send me a PM? I will create a FTP account to upload the files. Most probably, a third party software blocks the access to the data on the partition, and the information will help us to find the exact reason. Could you please also provide us with the copy of the folder located at C:\ProgramData\Acronis (for Windows Vista and Windows 7) or C:\Documents and Settings\All Users\Application Data\Acronis (for Windows XP)?

Thomas,

What is the exact build of SnapAPI you used? Please note that you should have installed build #503, otherwise, the effect may be unpredictable. 

SnapAPI Build 503;

Timothy, 

Your case is still under investigation, I will let you know the current state. 

Sparks,

I have responded to your PM and requested the necessary information. 

Tom,

Our developers created a Cleanup utility for Acronis True Image Home 2010. The utility is compatible with Windows 7, the appropriate article will be available soon. I suggest you to use this utility for your purposes. 

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

Since moving acronis backups to the 640Gb drive, nsb is still running. Windows default backup is sunday at 7pm and acronis does a backup at 8pm. They don't take that long, so I don't think acronis ran into windows when they where both using the same backup drive.

Something else that concerns me about nsb is defrag. I read in another thread that defrag disrupts how nsb works. W7 by default auto defrags every week which seems like a good idea. Solves some of the problem of keeping the os and other programs on the same partition since we don't seem to have much choice in that anyway. But NSB should be able to deal with windows defrag without disrupting it's backups forcing a full backup at a time other then it might have. I know nsb is supposed to archive weekly.

Oleg:
Check your PM. I have the files and information ready to send to you.

Regards,
Jim

windows 7 64 bit trying to keep NSB running. Backing up 350g c drive to 500 g ext drive. NSB stops and says not enough disk space.

How much space is actually left in the timeline folder?

212 g

Hello Oleg,
I've found some other snapapi files in different folders and registry entrys (who the hell installed it there, e.g. under c:\windows\SysWOW64 ?!?!).
And I removed the files in the BartPE folder (not necessary, I think).
After that, I can start TIH2010 as normal and started a backup (currently running)
Thanks, it seems to be working now, more after finishing the backup an verifying the content.
My hint: search for all snapapi.dll and snapman.sys references in the registry and remove it (and reboot) before installing the snapapi 503 build.

I sent the requested files to Acronis on 12/12/09

Oleg said "Your request has been forwarded to the appropriate person. WE will contact you as soon as possible."

As of today 1/4/10 I have not received any kind of feedback or request for more information. When can I expect some kind of response?

jimvaughan@yahoo.com
310-951-3677

Solution found.

I was having the same issue as a number of people in this thread. However, in further testing I realized that I was having issues backing up using other software besides Acronis Home. This led me to conclude that it was an issue with Windows 7, which I had recently upgraded to.

After a couple of weeks of frustration and research, I found that there is an issue with Windows 7 and certain Nvidia chipset USB controllers (which I have). I found the following Microsoft KB article and related hotfix. It fixed my problem and all backups, including Time Explorer, are now running with no problems at all.

support.microsoft.com/kb/976972

I hope this helps some of you.

mbdiener@gmail.com

I do not have a Nvidia chipset USB controller.

The normal backups using Acronis seem to work fine.

Oleg wrote:

Sparks,

I have responded to your PM and requested the necessary information. 

I responded on 12/31 to your PM and haven't heard anything since then.

I just discovered that my Acronis NonStop Backup service had stopped ... right when I was on the phone telling a friend how cool the feature is! :)

Anyway, when I open Acronis it says nonstop is off. If I click to turn it on, it suggests backing up my boot drive, not my data drive which I had set before.

I checked and the service is set to automatic but isn't started for some reason. The Time Explorer Storage data folder has lots of data but the last updated file was 1/9/10 12.03am. Why'd it stop 4.5 days ago?? It's called nonstop!! ;)

I started the service and it said it was working. The Time Explorer Storage folder updated right away. With the service started, the Acronis console says it's backing up my data drive like I want, not boot which is default. (good!)

Using Task Scheduler, I created an hourly task to run "net start afcdpsrv" indefinitely. It does no harm to start the nonstop service if it's already running.

I'm not mad about this - Acronis saved my butt during a laptop migration years ago and just recently saved me when Windows 7 couldn't restore it's own image!! Acronis can read Win7 images - thanks! Also, I'm running an Acronis weekly full / daily diff backup on my data drive so I'm just using nonstop for fun and to see how it works.

Two suggestions for the very next version (bug fixes, not upgrades) of Acronis nonstop:
1. if you set up nonstop for certain drives and it's off, clicking on in the Acronis console should show you the previously made settings, not the default (which does the boot drive)
2. have Acronis automatically alert you if the nonstop service stops and offer to have it check every X minutes or hours to see if it's running and start it if it's not

I know the service should not stop (it's called nonstop!) but building a periodic service restart in the program should be pretty easy.

Windows 7 x64, Acronis TrueImage Home 2010 13.0.0.6053

Great product overall, thanks!
-jxf011

Hi,

I have just bought True image 2010. Everything works well except the Non-stop-backup. It stops at 2% after a screen appears saying that the 'CDP service has stopped working'.

The services are on automatic and when I select start in the services the process does not get beyond 2% as before.

Can anyone help with this please as I would really like to get this working.

Thank you.

Hemmick Reef wrote:

Hi,

I have just bought True image 2010. Everything works well except the Non-stop-backup. It stops at 2% after a screen appears saying that the 'CDP service has stopped working'.

The services are on automatic and when I select start in the services the process does not get beyond 2% as before.

Can anyone help with this please as I would really like to get this working.

Thank you.

If I were you I would return it right now. You were lucky that is stopped within 30 days of your purchase and you can still get your money back. Mine didn't stop working until after 30 days and now they won't give me my money back and I'm stuck with a product that doesn't work.

Sparks wrote:

Hemmick Reef wrote:

Hi,

I have just bought True image 2010. Everything works well except the Non-stop-backup. It stops at 2% after a screen appears saying that the 'CDP service has stopped working'.

The services are on automatic and when I select start in the services the process does not get beyond 2% as before.

Can anyone help with this please as I would really like to get this working.

Thank you.

If I were you I would return it right now. You were lucky that is stopped within 30 days of your purchase and you can still get your money back. Mine didn't stop working until after 30 days and now they won't give me my money back and I'm stuck with a product that doesn't work.

I'm still making the most of the other back up facilities which are helpful, so I may hang on to it and pester tech support for an answer. I did an 'Acrois Info' scan and emailed it to them the other day - I have'nt heard anything yet?

I am having the same issues. Windows 7 Ultimate. Acronis True Image Home 2010 at build 6053. NSB starts, tells me preparing for backup, gets to about 5% and then I get message that it is stopped. It did appear to work the first time - from what I can tell, I have backups from 1/9 and 1/10. Can't find any logs or useful information anywhere to help debug what is going on... I tried doing check disk of my drives to be sure it wasn't a file system error and re-booted. No change.

I will d/l and run the AcronisInfo utility, open a ticket and send in my data... hopefully this will be fixed soon, as like others, it was a key feature that prompted me to buy the product and hearing it does not work for many many people ... is lets say, disappointing.

-Michael