Online Backup service

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Forum Member
Posts: 37
Comments: 47

Hi,

I'm testing the online backup from vmprotect 8. Today, the online backup failed. I've been retrying and rebooting the vmprotect appliance. Nothing worked. I believe that it is the Acronis service down because all local backup were good and I confirmed my internet connection is good, too. Anyway, my questions are:

1. Is there anyway that I can check if the Acronis service down online? (other than calling support directly)
2. I saw that there were many posts about the service down from the "Home on line backup" forum. What is the average of down time in the past? And, what is Acronis promised repair time (if any)?

thanks,
Aldous

Sat, 01/19/2013 - 21:57
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Posts: 22
Comments: 3800

Hi Aldous,

I have just addressed these questions to our Online Backup team and here's what we have at the moment:

1) Currently there is no publicly available tool which provides Online Backup service availability, but this kind of tool is already being implemented and will become available on our web site under account management. Concerning the failures that you saw, I've checked the recent state of the Online Backup servers responsible for your account and there was indeed a 3h downtime period within the recent days, which may explain the results you've got. Right now the servers are working so I'd recommended to check how it goes and if it still doesn't work then I'll need to check the log files in order to advise you further.

2) The downtime in the very beginning of Online Backup project could reach 15% monthly, however we managed to improve that up to 95% of servers overal uptime for the past half a year. This is not the final destination of course and we constantly work on improving the services reliability. In the nearest future we plan to publish the servers uptime statistics on our website so that you can check the up/downtime periods.

Thank you.
--
Best regards,
Vasily
Acronis vmProtect Program Manager

Mon, 01/21/2013 - 11:48
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Posts: 15
Comments: 39

Hi Vasily,

While I appreciate that Acronis is making efforts to improve the uptime of Online Backup, I am still having significant problems in using the feature. In the 9 months that I've had it, I have only ever made a handful of successful backups to Online. I do not have any confidence in the data that is stored online, and frankly the Online backup product has not been worthwhile for us. On the other hand I am very happy with vmProtect.

Aside from other issues with Online Backup, the main, persistent issue that makes it unusable is the constant connection failures that occur. If I do a small backup then it works, but if I try to do a large, real backup then it ALWAYS has connection errors and the job eventually fails. I have gone so far as to put the number of retry attempts to 500, and all that gets me is 15 log pages and 20 hours of attempted connections.

Whatever the problem is, increasing the connection attempts does not fix it. When the connection fails, it stays that way and does not recover. I don't know if the problem is with my system or Acronis, but so far I am no closer to a solution. Is there a nightly downtime or something? Are the servers overloaded? Is my backup taking too long? Is there a problem with my servers or internet connection? Something else?

I'm curious what protocol is being used, as it doesn't seem very tolerant of connection problems. The worst part is that the data transfer cannot be resumed at a later time.

I appologize if it sounds like I'm ranting, I'm trying not to. I do like vmProtect but it's just frustrating having this ongoing problem.

The messages I get are:

The operation was interrupted due to a problem with network connection to the required file. Attempting to ping for 30 seconds.
Additional info:
--------------------
Error code: 2
Module: 295
LineInfo: ca1e0d8cfa812f2a
Fields:
Message: The operation was interrupted due to a problem with network connection to the required file. Attempting to ping for 30 seconds.
--------------------
Error code: 202
Module: 295
LineInfo: d355f41e7bb8cef2
Fields:
Message: Failed to interact with server '209.239.125.138:44445'.
--------------------
Error code: 402
Module: 152
LineInfo: 3fd7f6d0cae57092
Fields:
Message: Request timeout.

AND

The operation was interrupted due to a problem with network connection to the required file. Attempting to ping for 30 seconds.
Additional info:
--------------------
Error code: 2
Module: 295
LineInfo: ca1e0d8cfa812f2a
Fields:
Message: The operation was interrupted due to a problem with network connection to the required file. Attempting to ping for 30 seconds.
--------------------
Error code: 202
Module: 295
LineInfo: d355f41e7bb8cef2
Fields:
Message: Failed to interact with server '209.239.125.138:44445'.
--------------------
Error code: 402
Module: 152
LineInfo: 3fd7f6d0cae57092
Fields:
Message: Request timeout.

AND

Request timeout.
Additional info:
--------------------
Error code: 402
Module: 152
LineInfo: 3fd7f6d0cae57092
Fields:
Message: Request timeout.

AND THIS ONE EARLY IN THE LOG

Internal error: 'SSL_shutdown' has failed.
Additional info:
--------------------
Error code: 200
Module: 152
LineInfo: 8a5fee56222220b3
Fields:
Message: Internal error: 'SSL_shutdown' has failed.
--------------------
Error code: 205
Module: 152
LineInfo: 8a5fee5622222004
Fields: SslErrorCode : 336195711
Message: error:1409F07F:SSL routines:SSL3_WRITE_PENDING:bad write retry

Tue, 01/22/2013 - 20:22
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 22
Comments: 3800

Hi Andrew,

In fact the success with online backup is highly dependent on specifics of Internet line which you have. For example currently I'm working with another customer who had similar issues to what you describe: smaller backups could complete successfully, while large ones (200-500GB) were going into infinite re-attempts loop and there was no data transfer occurring at some point even though the online servers were responding properly. What happened is that the online servers were waiting for a portion of the data from the client (vmProtect agent) and the client was actually sending that data, but it simply didn't get through (it looked like some bandwidth/spam protection on Internet provider side). That customer tried to perform the same backup from his home location (instead of office), by taking the backup to external drive, then using small ESXi installation on his notebook and utilizing the dual-destination (copy to 2nd location) feature to move over that large backup to online. That backup succeeded at 1st attempt with just a few retries transferring all 500GB of data. So the difference between Internet providers does matter. In any case this is not the end of that story and we continue investigation of what exacly is wrong and how we can affect this from our side (to make the office line working too), but still this is a good example.

I can see that you have an opened support incident regarding the online backup issues: 01830613, though I couldn't find the logs corresponding the failed backup attempts (there were only quotes of the errors, but no whole log). The best way to troubleshoot such issues is to use online backup as 2nd destination (i.e. dual destination), so that each attempt doesn't create unnecessary snapshot of the VM and doesn't hold it while that task is running. Additionally it would make sense to clear up the log, then enable debug logging (http://kb.acronis.com/content/30926 ), reproduce the issue and send that log to us for analysis. Please let me know via private message once you send the log over to our support team so that I can check it and correspond with the logs from online servers side.

Thank you.
--
Best regards,
Vasily
Acronis vmProtect Program Manager

Wed, 01/23/2013 - 06:45
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.