Backup hangs/freezes during task (Multiple Customers)
We have found on a couple different customer sites that backup starts but doesn't complete.
2 different sites both have same issue. One task is stuck on 0% and the other on 23%.
Can someone please advise what is the cause and how to resolve this issue. Couple things that we have already done:
- Reinstalled software
- Recreated vaults
- Restarted Services
- Manual run backup (works sometimes but scheduled backups seem to have issues)
Thank you
Hello VDP,
Thank you for posting this question in our forum. I am happy to assist you.
Can you provide more detailed information about the environment?
- What Acronis Product exact is used? (Help -> About)
- What Build of the product is used? (Help -> About)
- What you want to backup and where it should be stored?
- What Operating system is used?
- Please export logs from Acronis Management Console and attach it also;
If you need additional assistance, please create a system report of the affected machine and contact support. You will find all available support options in our Customer handbook.
If there is anything else we can do for you, please let me know.
Thank you.
Thanks for the reply Peter. Please find requested information below:
Acronis Backup and Recovery 11.5 Advanced Server SBS Edition + Universal Restore (Build 11.5.32308)
Backup go to USB HDD and NAS
Windows SBS Server 2008
Log file attached.
Overnight one of the sites worked fine but the site that I have attached the log file for failed again. (Screenshot attached)
Thank you
Hello VDP,
Thank you for your reply.
In the logs I found the error "Failed to set the snapshot bitmap.". This leads to this article from our knowledge base. You need to remove the Acronis VSS Provider from all affected client machines, like described in our knowledge base.
If you need additional assistance, please create a system report of the affected machine and contact support. You will find all available support options in our Customer handbook.
If there is anything else we can do for you, please let me know.
Thank you.
This step was already done when the upgrade of the software from V10 to V11.5 happened.
It appears that any Upgrade we do from V10 to V11.5 the Acronis VSS (The article you attached in your previous post) MUST be deleted otherwise it doesn't work.
The cause must be something else that is stopping my backups from running. Again this morning 1 plan was at 15% and all others were at 0%.
What else can we try?
Hello VDP,
Thank you for your reply.
Yes, the Acronis VSS Provider entry in Windows registry needs to be removed.
Please be informed, that he have released Update 1 of Acronis Backup & Recovery 11.5. See the list of changes here. If you want you can download and update your installation with the latest build 11.5.37608.
If you need additional assistance, please create a system report of the affected machine and contact support. You will find all available support options in our Customer handbook.
If there is anything else we can do for you, please let me know.
Thank you.