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Backup shows "backing up" forever and never finish

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I am using Acronis Backup 12.5 Standard (Virtual Host) and have installed of Agent for ESX(i) as Virtual Appliance in my ESX(i) 6.5 Virtual Host. When I backing up a Windows Server 2016 virtual machine with 2TB+ files in it, after it reach 'Bytes processed: 2.48 TB' in the 'Activity details' view, it stuck forever. I also cannot cancel the backup, it will just stuck in cancelling backup. I even cannot reboot the virtual appliance too. I have tried multiple times and wait for multiple days each time, the same has happened. Here is some screencap.

image

Disk usage of the virtual appliance:
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Posts: 22
Comments: 3800

Hi,

Such problems should be investigated with help from our support team. Remember to collect Acronis system reports from the appliance and Acronis Management Server. I can suggest the following workaroud to try:

Create a new backup plan and set Backup Options->Backup format-> to version 11 . The issue could be related to backup destination, e.g. backup format, so changing this option may temporarily solve the problem.

Thank you.