Online Backup Barf? Event code: 0x00980192
While I agree with a lot of what you are saying here, I think there are a couple of others issues at play here. The message some of us are getting from some of their other support channels that we are "backing" up too much is what is causing the response request is silly and insulting. This is no way to earn the respect of your customer. I also feel like paying customers are now expected to be the alpha and beta testers whether they choose to or not.
Well, I don't disagree with you. Just saying that I'm not sure there's an alternative right now other than to be patient and make the best of things.
BTW, this morning I was able to upload data for the first time in a week. Approximately 600 MB of an 860 MB file uploaded before it went dead; and now I can't reestablish the connection. Well, I guess that's not exactly correct. It seems like the connection is made, there's just no data being transferred.
Hello Groucho and Robert and the others,
Thank you all for your patience, we are still working on the issue, we have added logs and debugs information both on the backend and frontend of the solution. Unfortunately the reason of the issue is not detected for 100%.
Sorry, I wasn't aware of the prohibition re posting email from Support staff which might be helpful to others experiencing the exact same problem. I hadn't read the Forum Rules word for word. My bad.
I, like the others here, will await your findings by returning frequently to this forum. Here's hoping there is a solution very soon.
When the problem will finally be solved? It can not be true that all users are such a long time not able to use the online backup.
Hello Guys,
We are still working on the issue at the moment. Since fix of the system and testing it afterwards is a time consuming operation(actually testing takes most of the time),I want you to recommend the following workaround at the moment.
Please open the following folder(for Win7 and Vista)
C:\ProgramData\Acronis\TrueImageHome\OnlineBackup\
and for WinXP:
C:\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup
Find there all config.xml files and add there the following strings to each file:
I think it is a server problem. He did not simply respond quickly. The connection to the Backup portal has lasted very long. I have now started once the backup task, but it is not running. The window does not change. See the attached file.
Yes - I already found and tried that - makes no difference...
what i also found was that i have more luck/more MB transferred if i change the server connection string to just connect to server xxx.xxx.xxx.149 instead of the cluster
- Stephen
Hello Guys,
We are still working on the issue at the moment. Since fix of the system and testing it afterwards is a time consuming operation(actually testing takes most of the time),I want you to recommend the following workaround at the moment.
Please open the following folder(for Win7 and Vista)
C:\ProgramData\Acronis\TrueImageHome\OnlineBackup\and for WinXP:
C:\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup
Find there all config.xml files and add there the following strings to each file:
<RequestTimeout>300</RequestTimeout>So, then try to start the operation.
Does adding this string to the xml file merely prolong the timeout period? If so, that doesn't really help if you cannot connect in the first place, does it? That being said, things have gone somewhat better yesterday and today.
stephen c., how do I do this:
"...change the server connection string to just connect to server xxx.xxx.xxx.149 instead of the cluster."
Finally, am I wrong in assuming that Air Acronis has simply overbooked this flight?
To add insult to injury, the process "TrueImageHomeNotify.exe" is using almost 1/2 a gigabyte of my RAM even though it's not backing up anything.
Is it user error or do any of you have the same issue?
I running Win 7 Home Premium x64 (see screenshot)
I made changes for timeout but mine currently in that mode where stuck at 0% complete and not backing up anything. Not using 1/2 gig of memory but is using cpu at 50%. Tried rebooting but and same results.
Robert, that problem is also fixed on our side, we will release a new build of stand alone online backup Acronis True Image soon(in a week or two).
Also we have found the reason of the problem "Request time out" and already applied the fix. the fix is on the backend of the solution and being tested at the moment. The point is that we are not able to roll out that fix very quickly, the system reqiures deep testing. afterwards we will be replacing components of the system one-by-one, since it is a distributed system. So, we are talking about timeframe like a week or week and a half.
Roman, one of the things I find puzzling is why I cannot even connect and begin the uploading process sometimes (all day yesterday), while other times, like today, I connect immediately and the transfer of data proceeds quite well, at least for a few hours. What can explain that behavior?
Groucho, it really depends on the servers load, at the peak time we face all these problems...
Thanks for that. Now there's a new problem, one I haven't seen before. When I try to log in for the online backup, a box opens and asks me:
"Select your current computer or register a new one.
If you have registered this computer before, select it from the list. Otherwise select an empty tab and register a new computer."
My computer is selected by default, but if I click on "Continue" a new box opens up telling me:
"The selected tab is already in use. The computer on the tab will be unregistered and its online backup task will be disabled. Are you sure you want to continue?"
So all I can do is cancel. Maybe my entire week's worth of backups (approximately 4 GB) is already deleted? I have no idea why this is happening now, I've done nothing differently.
i had this about a week ago - a reboot cleared this error for me ? - hope it works for you
- Stephen
Thanks, Stephen, but no luck. Hope it passes.
Here's the two warnings I get in the Event Log:
Bad own 509x file!
Failed to process pair script F3913A2A-76C3-420B-9BD9-2C3505B36B76
Wow, after reading the comments in this forum concerning Acronis Online Backup, I decided to try the free trial version and see what happens. So far, I'm getting nowhere real fast with the free trial version.
I'll amuse myself for a while today. Right now, it looks like I'll be using another company's online services since I'm not at all interested in PROBLEMS!
Since 3 weeks of the support is not able to solve the problem. This will be the dead of Acronis. I can not upload anything since 3 weeks. The server is very slowly and overloaded.
Everybody hurry up and sign up for the reduced rate Online Backup plan before it expires in a few days and you have to pay full price! Ha Ha
I've got one failed Online Backup attempt after another after another after . . .
Just amazing to see Acronis and Adobe falling apart. :(
FYI Roman,
I added RequestTimeout code you recomended to the C:\ProgramData\Acronis\TrueImageHome\OnlineBackup\config.xml file and rebooted.
I still received the error 0x00980192 but this time the process continued on and copied 500 MB before I received the error again and stopped transferring.
Art
I have a new Screenshot.
Well, I am able to log in and at least begin uploading data once again after not being able to do so the last couple of days. I thought I was going to have to unregister my machine and start all over again, so I'm happy about this much. All I can hope for right now is that they add additional servers or fix the ones they've got, whichever solves the problem. I expect they're working on it, but don't think we'll hear of any progress until Monday.
Good luck to all you above who are in the same boat as me. I hope nothing bad happens to your local data storage while you're waiting on Acronis. Hey Lone Star Steven, are you hanging around here just to gloat? ;-)
I must admit that initially it was the cost of this service that got my attention (Keepvault, for example, would cost $399/yr for 300GB). However, I found that after using it I actually like the logic behind this backup paradigm.
I think Acronis should just close the "beta" for a while until they get squared away. Taking money from new subscribers to further add to server load is counter productive at this point. Bad experiences have a far greater viral effect online than good ones and virtually no one is having a good one here.
No backups at all in 3 days but I will wait it out. Like most of you I (of course) currently have an alternative backup solution which will suffice in the interim.
so now i am getting a reasonable transfer period - but the trueimage crashes with the following error in even viewer
Event Type: Error
Event Source: Application Error
Event Category: None
Event ID: 1000
Date: 2/12/2010
Time: 10:14:29 PM
User: N/A
Computer: C2D
Description:
Faulting application trueimagehomeservice.exe, version 13.0.0.6053, faulting module trueimagehomeservice.exe, version 13.0.0.6053, fault address 0x0046a4a3.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 41 70 70 6c 69 63 61 74 Applicat
0008: 69 6f 6e 20 46 61 69 6c ion Fail
0010: 75 72 65 20 20 74 72 75 ure tru
0018: 65 69 6d 61 67 65 68 6f eimageho
0020: 6d 65 73 65 72 76 69 63 meservic
0028: 65 2e 65 78 65 20 31 33 e.exe 13
0030: 2e 30 2e 30 2e 36 30 35 .0.0.605
0038: 33 20 69 6e 20 74 72 75 3 in tru
0040: 65 69 6d 61 67 65 68 6f eimageho
0048: 6d 65 73 65 72 76 69 63 meservic
0050: 65 2e 65 78 65 20 31 33 e.exe 13
0058: 2e 30 2e 30 2e 36 30 35 .0.0.605
0060: 33 20 61 74 20 6f 66 66 3 at off
0068: 73 65 74 20 30 30 34 36 set 0046
0070: 61 34 61 33 0d 0a a4a3..
If your data is important to you? Look elsewhere.
As for amazon's page for this product! Over 60% of the reviewers gave the product one star. So why--in order to read just one of those reviews (to see the majority opinion)--must you click beyond the first page?
OK, I understand. This is not a public service; this site exists for the purpose of selling products.
Take it as a lesson: you cannot thoroughly research any issue without bothering to go at least one click deeper than the first page.
http://www.amazon.com/Acronis-True-Image-Home-2010/product-reviews/B002…
However, I found that after using it I actually like the logic behind this backup paradigm.
Agreed, and there is also the "convenience" factor for me of having all my backups within TI 2010.
I think Acronis should just close the "beta" for a while until they get squared away. Taking money from new subscribers to further add to server load is counter productive at this point. Bad experiences have a far greater viral effect online than good ones and virtually no one is having a good one here.
Well said.
No backups at all in 3 days but I will wait it out.
Same here. Do you suppose this is exactly what the marketing wizards at Acronis are counting on? :-D
http://www.amazon.com/review/R2OFZBNS8ZT3X/ref=cm_cr_pr_cmt?ie=UTF8&ASI…
I'm sure Acronis works fine in many instances, as some of the reviews do point out. But there are as many reviews that say otherwise, the company's tech support does in fact suck, and that's certainly enough for me to want to get as far away from that product as I can. I unfortunately based my decision to go with Acronis from PC World reviews, and I should know better by now to trust their reviews. Want some real reviews? Go to Amazon and get the unvarnished truth from the customers who actually use the product.
Thanks for sharing the same
Nice weekend
http://www.amazon.com/review/R2OFZBNS8ZT3X/ref=cm_cr_pr_cmt?ie=UTF8&ASI…I'm sure Acronis works fine in many instances, as some of the reviews do point out. But there are as many reviews that say otherwise, the company's tech support does in fact suck, and that's certainly enough for me to want to get as far away from that product as I can. I unfortunately based my decision to go with Acronis from PC World reviews, and I should know better by now to trust their reviews. Want some real reviews? Go to Amazon and get the unvarnished truth from the customers who actually use the product.
Well, I don't mean to argue with you, and I have no interest in defending Acronis. However, in fairness, the first 10 reviews (October-November, 2009) were all one-star; the most recent 10 (February 2010) contain 3-ones, 2-twos, 1-three, and 4-fives, for a 3-star average. This presentation is Amazon default.
Clearly they have fixed some of the problems present in the earlier versions, though that's small comfort to the early adopters, I know.
Things are beginning to look better here.
My scheduled online backup started at 1:00 AM and it is STILL running (AND actively backing up) as of noon today, adding 4+ GB to the archive. Only got a couple of Request Timeout errors showing up in the log. I did make the suggested change in the configuration files that Roman suggested above, but it looks like some improvements were also made with Acronis's server performance...
Bert
As I was getting no where slowly decided last night to remove machine and add back. Since 11:30 PM PST lastnight mine has continued to run and I expect has put up about 4 GB. It is running anywhere from 1/3 to 2/3 of my upload speed.
I have become this problems with the Online Backup since Acronis implemted the 250GB accounts. Before I had no problems with the online backups.
Bert and Robert, this is very good news...let's hope things don't backslide from here. My reports on the timeouts are similar, though not quite as good as either of yours. Of course, I haven't made that change in the xml files yet (can't quite figure out where in the chain to insert that new command).
Interestingly, my upload speed suddenly jumped up to over 1 Mbit/second this morning (which is possible my ISP tells me), but then quickly settled down to where it's been most of the time, i.e., 300 kbits/second.
Let's hope for continued improvement.
As I was getting no where slowly decided last night to remove machine and add back. Since 11:30 PM PST lastnight mine has continued to run and I expect has put up about 4 GB. It is running anywhere from 1/3 to 2/3 of my upload speed.
Doesn't removing your machine require you to start from scratch? I currently have almost 17GB uploaded and I'd hate to start over.
Yes, it does. I never got anywhere near 17 gb so I didn't have a lot to lose by starting over. This time got 5 gb in before errored out.
Well things are pretty much back to not working for me. Getting server not available or response timeout with little to nothing being added to the backup.
Bert and Robert, this is very good news...let's hope things don't backslide from here. My reports on the timeouts are similar, though not quite as good as either of yours. Of course, I haven't made that change in the xml files yet (can't quite figure out where in the chain to insert that new command).Interestingly, my upload speed suddenly jumped up to over 1 Mbit/second this morning (which is possible my ISP tells me), but then quickly settled down to where it's been most of the time, i.e., 300 kbits/second.
Let's hope for continued improvement.
for XP:
to insert - browse to the location - find the xml here and one dir down (named like email address)and open with notepad
the tags start with a < and end with a />
after the last />
insert the lines
look at my attachment which shows you what mine look like
Ah, got it...thanks!
I and and another user are have this same problem. See forum comment #8282 at http://forum.acronis.com/forum/8282 or search for "Online backup error: Bad own x509 file!". Can someone review the three entries for this comment and provide some incite? I'm not able to get any further and don't want to lose the 1 gig I've been able to upload - it took days.
With all the problems identified with online backup and other Acronis problems 8282 is not getting any attention. I thought I'd try here since more eyes are on this thread.
Thanks in advance...
Here's the two warnings I get in the Event Log:Bad own 509x file!
Failed to process pair script F3913A2A-76C3-420B-9BD9-2C3505B36B76
Sorry I should have included this quote from reply 69. Any how...
I and and another user are have this same problem. See forum comment #8282 at http://forum.acronis.com/forum/8282 or search for "Online backup error: Bad own x509 file!". Can someone review the three entries for this comment and provide some incite? I'm not able to get any further and don't want to lose the 1 gig I've been able to upload - it took days.
With all the problems identified with online backup and other Acronis problems 8282 is not getting any attention. I thought I'd try here since more eyes are on this thread.
Thanks in advance...
Hi BlameMe, at the same time I was also getting a pop-up box with "Bad Credentials" if I tried to log in, so it would seem to be related to that. All I can tell you is that this went on for about 3 days and then suddenly it all just stopped and went back to normal, lettting me upload as I did the week before. I didn't lose any data in the interim and was able to keep uploading as if nothing had happened. Several times during this time I almost unregistered my computer in order to start again from the beginning...glad that I didn't, though. I'd say just try to be patient. I think some of this is a sure sign that they're working on things. For me, things are working much better now.
Groucho, thanks for responding. I'm not getting the "Bad Credentials" pop up but as mentioned in your above comment #66 I am getting the "Computer Selection" (see attachment) with ominous warnings that I'll lose the data I've nursed up to the server.
How did you overcome the "Computer Selection" issue or did it just go away?
For me, this has been occurring since last Wed, 2/10/2010. Does anyone out their have any information about this.
Thx!
Hello Everyone,
I'm not sure I'll be able to cover all the questions, but I'll try.
Groucho, can you please describe when you exactly got the login error? During login to the account or during try to access encrypted computer in the ATI OB? I assume it was during login to the program. If so, can you please let me know the exact timeframe when it was not working? I'll check with the web team, probably that was a problem on the web.
BlameMe - is it all log file that you have? Are you saying that you are not able to access your data now? If so, I'll contact you directly to get system report from you for the investigation. Usually the Bad own x509 file is not really an error, you can just ignore it, I agree this is annoying, but that warning is not critical.
For the Request time out to be set to 300, this is just a workaround, the fix is being tested on our side. I hope to move part of the Storages to the fixed software on this week.
any ideas on my error (post #77 ) please ?
Stephen
I'm another experiencing timeout issues.
Of note, the backup starts and I can see that the upload speed is reasonable, then sometime later it grinds to a halt and registers 0 kb/s until eventually I get a failed backup.
I've also experienced TI saying that the online backup is running, when it clearly has stopped (when I've instigated a stop command in particular)
Can't seem to copy'n'paste from cmd so my results were
time=150 to 300
tl=53
averaged over a couple of runs
I was successful creating one (1) backup online using TrueImage 2010. Subsequent backups failed with timeouts and SSL errors even when executed at 2:00 AM EST. Further, unable to terminate an online backup and must restart my system. Just for the heck of it I have a Mozy account and successfully performed several backups of the same files. I guess this is a case of you get what you paid - the special! While 250GB and up to five systems is nice, it doesn't do any good if it doesn't work. Over the last couple of years I have become more and more disappointed with the Acronis products. Looks like it is time to look for alternatives.
Well, add me to the list. I've been trying to work with support since I bought this 3 weeks ago. I've finally got 2GB backed up, but no joy is occurring now.
Another thing is that stupid transparency border around the window. The widows are ugly and very buggy about re-drawing, etc. Just say no to transparency. And it gobbles a huge amount of resource.
Acronis, please give us an option to turn off the transparency. Of course, who cares if you can't make the app work in the first place.