Backup and Recovery 10 problem with network connection

Tech support chat told me to uninstall and reinstall the agent. That did not work. I waiting 30 minutes to get a hold of someone, and what they told me did not work. Now I need to try and reconnect.

Hello Dave,

Thank you for posting your question, I will be happy to help. To resolve the issue please do the following:

1) Please try disabling SSL encryption:

Click Start -> Run and type in regedit to open Windows Registry Editor;

Browse to:

- Windows 32 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\Encryption\Server
-Windows 64 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\Encryption\Server

Rename the Server subkey to Server1.

2) Please reduce the network connection speed in Default backup options (Default backup and recovery options -> Default backup options -> Backup performance)

This option is available when a location on the network (network share, managed vault or an FTP/SFTP server) is selected as the backup destination.

The option defines the amount of network connection bandwidth allocated for transferring the backup data. By default the speed is set to maximum, i.e. the software uses all the network bandwidth it can get when transferring the backup data. Use this option to reserve a part of the network bandwidth to other network activities.

You can learn more about this option is User Guide for Acronis Backup & Recovery 10 Advanced Server in the chapter 3.4.1.9.

You may want to update the build, I am not certain if the issue is addressed in the new build at this point, however it is generally a good idea to be up to date.

Please let us know the results, we should be sure that the program runs flawlessly. If the provided steps do not help, I will provide you with the instructions on how to obtain the necessary diagnostic files. In this case please let us know the exact moment of the network connection failure. 

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

Thank you.

Hi Oleg,

I also encounter the same issue above, here is the error message,

"The operation was interrupted due to a problem with network connection to the required file. Attempting to ping for 30 seconds."

and

Task 'Simple backup task' failed: 'Failed to open the backup location.
Additional info:
--------------------
Error code: 14
Module: 64
LineInfo: a1d3981537c68767
Fields: $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: Failed to open the backup location.
--------------------'.

I didnt try to disable SSL Encryption from regedit because I had checked all my servers (with acronis agent) with the enabled SSL Encryption, but others managed to backup.

Regards,
Alvin

Hello Alvin Lye,

Thank you for your message. I will do my best to assist you.

This error message is caused because our software has difficulties accessing your backup location. Can you try the following please.

In the backup plan creation wizard click on the advanced check box. You will have 2 options for credentials. One is for the credentials under which the task is ran and the other is for the backup location. Please check this article for additional instructions.

If the solution does not work, please generate an AcronisInfo report and send me a PM with it attached.

In case you need immediate assistance, please contact our technical support directly with the same AcronisInfo report.

Please let me know if you have additional questions.

Thank you.

Hi Anton,

Im very sure the credentials input is correct as others.
Fyi, although the message pop-up, but I checked the backup tib is able to restore and succeed.
I will generate AcronisInfo report and send you once ready, busy here.

I am getting the same error on a machine. I've tried all of the suggestions above (regedit, network connection speed, credentials). In the log, it's also saying that the semaphore timeout period has expired. Assistance is appreciated.

I am glad I found this thread. I was pulling my hair out and not getting anywhere with Acronis support but this has to be related. I have two servers right next to each other. One is a 2008 Standard with an attached, shared, external USB hard drive. It has a local copy of BR10 and backs up to that USB hard drive every night.

The second server is a 2003 Standard also with a local copy of BR10 (meaning I do not use AMS or have it installed). Both servers are the latest build. This server also backs up to the USB drive on the first server but at a completely different time. The backups to not overlap or even come close.

Without fail, no matter what time or day I run the backup on this second server, no matter if there are 100 people using the network or zero (as on the weekend), here are the last couple lines from the log:

10 Information 12/13/2010 12:11:36 PM Pending operation 147 started: 'Creating partition image'.
11 Information 12/13/2010 1:01:34 PM Pending operation 144 started: 'Saving partition structure'.
12 Information 12/13/2010 1:03:10 PM The operation was interrupted due to a problem with network connection to the required file. Attempting to ping for 30 seconds.
13 Information 12/13/2010 1:03:40 PM The operation was interrupted due to a problem with network connection to the required file. Attempting to ping for 30 seconds.
Task 'Incremental backup' has succeeded on machine 'gcdc.wcc.local'.

The job ALWAYS gets interrupted at 99% right after "saving partition structure". Always at the exact same place. The result is I get one tib that is 87GB and a second that is alway, without fail 1KB. It is the only thing I have seen BR10 do consistantly :) Of course Acronis is stuck on the fact that it is a network issue and doesn't really want to look elsewhere. I have this happen with Echo Server too but not near with the consistancy of this BR10 job. I can honestly say it happens 100% of the time at the exact same spot and it is a network problem?

I am going to throw this out... I changed the job to back up to a internal share on the first server (Raid5 with 15k SAS drives) as opposed the external USB drive and the job works flawlessly. No split tibs. As a result, and contrary to what Acronis thinks, I do not believe it is a network issue.

It has to have something to do with the speed of the destination, overwriting a buffer, CRC, something. Whatever it is it sure looks like it is in the backup software. Something just a little left of center.

Another thing I really don't understand... I can and have kicked the network connection speed down as low as 20%. It has not effect on the job what so ever. None. It takes just as long to run and with the exact same results. Is anyone really sure this network connection speed throttle even works?

Earth to Acronis. Come in Acronis.... what wonderful support...

Thanks for the response Acronis. Your support is A-1! As always! For those of you having this problem 99% of the way through the backup it is not a network issue. Check disk the drive. Another wonderous wild goose chase on trying to decode Acronis errors. Thanks Acronis. You just keep getting better!

I have been having the same error:

Message: The operation was interrupted due to a problem with network connection to the required file. Attempting to ping for 30 seconds.

About 50% of the time, this would result in a task failure after running out of retry attempts. The other 50% the 4th or 5th retry would work and the backup would complete successfully. Ruling out connection and disk errors on my end of things I began to suspect that this is a connectivity issue on Acronis' end of things. Assuming my 2AM backup time would be a high-traffic time for backups for Acronis customers, I switched my scheduled backup to 5AM. This resulted in 0 connection errors and a successful backup requiring no retries. So, if you're having the problem, try changing your backup time to a less convenient, more atypical backup time. It appears Aconis needs to update their infrastructure to accommodate a higher number of concurrent customers.

You hit the nail on the head Peter. I am seeing the exact same thing. BR10 and Echo Server alike. If the destination is the least bit busy it is enough to interrupt the backup. Best case being multiple small images. I also agree it is an Acronis issue. Now if we could just get their attention :) Never mind... I'm going to retire in 20 years and can't wait that long :)

Yeah too bad EULAs don't go both ways...

Hello all,

Thank you for your posts. I understand your frustration and I will do my best to assist you.

It is not clear at the moment why this issue occurs, however, our experienced support professionals will be able to resolve it for you.

Please collect the following information and contact our Support team:

1. Step-by-step description of the steps that lead to the issue.

2. AcronisInfo report from the machine where the problem occurs.

3. Wireshark logs.

If you have additional questions, please let me know.

Thank you.

Why did I know that was comming? Pretty much a standard response. Well Anton ... I have a case open and the suggestion was exactly the same but, as I tried to explain to the tect on the phone, wireshark is not an option. He wanted me to run a packet capture from 95% to the end of the job. The problem is that wireshark blows up running a packet capture for even lest then 1% of the job and even at that the captured file is 2GB! Oh duh... let me think... packet capturing a backup to a shared device across the network...hmmm... ya it might be a pretty large capture. I tried explaining this to the tech on my case and he just didn't get it. Yet another example of Acronis's wonderful support...

Oh and BTW I really wish Acronis would quit locking out my usual account.
It is the third time this has happended the latest being right after your response above. This I can maybe get it unlocked?

Hi Jim!

Thank you for your response! We've checked your account, it's unblocked. Could you please once again try to post from it? 

Well, I'd like to surprise you with a non-standard response that would contain a solution to the problem, but, unfortunately, in case there's no obvious cause - there's no obvious solution. That's why we ask for the diagnostic information. We can start to cure the illness by offering you different solutions, but I cannot guarantee the safety of your system in this case. In order to solve the problem, we need to know the cause. Otherwise we're curing fever by plastering the head.

Most likely it's a network problem, that's why we ask for a wireshark logs. You know that it's required to check the network activity, which may give us an answer why the backup fails.

I understand your concern though, honestly. We can try to workaround this problem: 

I understand how important this issue is, and how tired you are. We can try to arrange a session with the Development team, they will be able to analyze the logs online, while logged to your system, for instance, so you will not need to send it to us. You will also be able to discuss your concerns with them. Let me know the most convenient time and the case number you've opened with support regarding this problem (I assume it was opened to another account, since it's not present among the rest of your cases opened with support).

Let me know your decision. I'd really like to help you with it.

Thank you.

Like so many other issues there is a problem that is eluding Acronis. It isn't a network connection problem. It is something the software is doing at the 99% mark. Also like so many other problems the solution is to wait. I am sure sooner or later they will start listening. Probably later...

Have Acronis ever came up with a explanation and solution for this? Its one of the most annoying issues with the product, works really well apart from this.

I agree that this is not a network issue but something that software is doing at 99%

We have 6 servers we are backing up, 4 work fine (with the network connection speed set to 30%) however the other 2 always generate that error message even with the network connection speed setting at minimum.

Issproking wrote:

Have Acronis ever came up with a explanation and solution for this?

After several months of back and forth with Acronis discussing the issues outlined here (http://forum.acronis.com/forum/17631), they implemented some of my recommended changes to the software. I still get read/write errors occasionally during archive consolidation and nearly every time during validation, but I'm no longer consistently getting write errors while backing up. My communications with third-tier support, who has been in direct contact with the development team, assure me that they are aware of the issue at the highest level and will be implementing changes down the line. It sounds like it's a bit of an architectural issue with the software, so we'll likely have to wait until the next major software version to have things completely addressed.

Thanks Peter, an interesting read.

Can I confirm however that, as per your forum link, you are referring to running a backup to a online Acronis Server somewhere?

I get this error message when I am doing it over a LAN to a NAS.

I've been using Acronis for 3 years, reporting this error for the best part of 2 years and still no further forward despite similar assurances that it is being looked at "at the highest level"

Even though the backups always report this error I found that the recovery procedure still works ok - hence I gave up trying to find a resolve and lived with it - even though we shouldnt have to!

I too have just learned to live with it. Sad isn't it? This error has obviously plagued several of us but you have to love Acronis. They are consistant. It is always a problem with the user's network :) You would think after this whole BR10 disaster that Acronis would have learned someting from it but no... and here comes BR11 .....

I have played with it enough to tell you that Acronis is doing something at about the 99% mark that is making the server it is running on so busy that it losed touch with the destination archive. What it is doing obviously even Acronis doesn't know. I can tell you this... it happens in Echo Server too.

Kind of like the problem of backing up to a network share but losing the credentials supplied when the plan was written. The users know it happens and know it is a problem.

Interesting thread. One of my Backup policies is encountering similar errors. I have a support incident open on it, and am still waiting to hear back from Acronis support on this.

The possible good news might be that the upcoming new release of Backup and Recovery 11 will contain a fix for this, and everything will just work :-).

Regards,
Karl

Now that B&R 11 is out, is anyone testing it to see if it solves this issue?

Just tested first server that I have upgraded to latest version of 11 and guess what, same issue exists!

Not even going to bother asking Acronis about it

This problem has existed since the Echo series. I still have a couple servers that, without fail, at the 99% mark, pop up with this network error and as a result my image has two files. The second file is only 1Kb. Always at the same spot. 99%. Right when it is "saving partition structure".

I am on the latest build of BR10. If Acronis ever put out a effort they could fix this problem. It is doing something at the 99% mark, while saving partition structure, that it makes itself so busy it loses contact with the backup image. I am sure it is fixable if they would ever take the time to work on it.

Well the year is 2014 and I am seeing this issue :O/

I am very disappointed as this is not what you promised on your website. I would love to see a refund now. You even had an engineer trying to fix this for almost one hour through a remote session.

Dropbox, Google drive and even Backblazer have worked fine. I have no internet issues what so ever. We tried to disable all firewalls and did all the tests with a software he installed. All clicked and said successful. Still the backup would stop at 20 pro cent and start loop with the error "The operation was interrupted due to a problem with network connection to the required file". All firewalls was even shut down, still no use. It got to be something on your servers.

I feel cheated and deeply regret that I did not check this and plenty of others threads out before I decided to give this soho cloud solution a go.

Acronis, you have let me down here!