error when making backup Network disconnected by timeout

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Posts: 24
Comments: 13

Failed to open backup 'avfs:/online?account%3dgomides.eustaquio%2540ctcfranquias.com.br%26computer%3d1%26provider%3dAcronis#arl:/00000000-0000-0000-0000-000000000000/00000000-0000-0000-0000-000000000000/3079CF34-D297-565D-2B9A-10630DF2AB44/98FC97CA-EB1C-4ACF-882D-7EAFEEAA2305?archive_name%3dSRV_CONSTANCE-EB1EC11C-B5E1-4866-A965-ADA4E90DE2FF-4BED14A5-81D9-44A1-BEB5-4C024A42DA45A' for browse.

Additional info:

------------------------
Error code: 244
Module: 161
LineInfo: 0x0B320396ADFE3D5F
Fields: {"$module":"disk_bundle_lxa64_10790","IsReturnCode":"1"}
Message: Failed to open backup 'avfs:/online?account%3dgomides.eustaquio%2540ctcfranquias.com.br%26computer%3d1%26provider%3dAcronis#arl:/00000000-0000-0000-0000-000000000000/00000000-0000-0000-0000-000000000000/3079CF34-D297-565D-2B9A-10630DF2AB44/98FC97CA-EB1C-4ACF-882D-7EAFEEAA2305?archive_name%3dSRV_CONSTANCE-EB1EC11C-B5E1-4866-A965-ADA4E90DE2FF-4BED14A5-81D9-44A1-BEB5-4C024A42DA45A' for browse.
------------------------
Error code: 8
Module: 161
LineInfo: 0x0AF9C3BAFC04E507
Fields: {"$module":"disk_bundle_lxa64_10790"}
Message: Cannot browse the specified backup.
------------------------
Error code: 8
Module: 161
LineInfo: 0x0AF9C3BAFC04E540
Fields: {"$module":"disk_bundle_lxa64_10790"}
Message: Cannot browse the specified backup.
------------------------
Error code: 507
Module: 64
LineInfo: 0xA1D3981537C68833
Fields: {"$module":"disk_bundle_lxa64_10790","id":"SRV_CONSTANCE-EB1EC11C-B5E1-4866-A965-ADA4E90DE2FF-4BED14A5-81D9-44A1-BEB5-4C024A42DA45A.tibx"}
Message: Failed to open the backup archive by the ID.
------------------------
Error code: 853
Module: 64
LineInfo: 0x6A1198D1B8BE2C36
Fields: {"$module":"disk_bundle_lxa64_10790"}
Message: Failed to open archive 'SRV_CONSTANCE-EB1EC11C-B5E1-4866-A965-ADA4E90DE2FF-4BED14A5-81D9-44A1-BEB5-4C024A42DA45A.tibx'.
------------------------
Error code: 2
Module: 64
LineInfo: 0x68F47D89A6C2B91A
Fields: {"$module":"disk_bundle_lxa64_10790","path":"SRV_CONSTANCE-EB1EC11C-B5E1-4866-A965-ADA4E90DE2FF-4BED14A5-81D9-44A1-BEB5-4C024A42DA45A.tibx"}
Message: Failed to open the archive for reading.
------------------------
Error code: 7
Module: 4
LineInfo: 0x60CCAC0523AC0F47
Fields: {"PcsCode":"13","$module":"archive3_adapter_lxa64_10790","Name":"SRV_CONSTANCE-EB1EC11C-B5E1-4866-A965-ADA4E90DE2FF-4BED14A5-81D9-44A1-BEB5-4C024A42DA45A.tibx"}
Message: Error occurred while opening the file.
------------------------
Error code: 22
Module: 4
LineInfo: 0xC8D8731CE106FA0A
Fields: {"$module":"archive3_adapter_lxa64_10790"}
Message: Network disconnected by timeout.

OK

Tue, 10/09/2018 - 10:16
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Posts: 3
Comments: 55

Hello Suporte,

 

It's Evgeny from Acronis Service Provider Support. Your ticket has been assigned to me and I will allocate the appropriate resources in order to lead the ticket to resolution. 

As far as I understand you are facing an issue with sporadic backup failures for one PC.

The error itself indicates a network disconnection, but as the message is generic we will rework the way we handle them in Acronis Data Cloud 8.0 (internal reference will be ABR-193696).

To investigate the current cause of the issue we will ask you to submit a support ticket per https://www.acronis.com/en-us/support/serviceprovidertemplate/

Please make sure to provide Wireshark log collected when you reproduce the issue and also provide the online certificate 

It will help us check the MMS.log as well as see more details about the archive itself.

------------------------------------------------------------------------------------------------

Evgeny Ryuntyu | Senior Support Engineer

Acronis Backup Cloud | #1 Cloud Service Provider Backup

Tue, 10/09/2018 - 11:35