Acronis support response for WD MyCloud EX4100

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My configuration includes a WD MyCloud EX4100 and was operating using several different computers (purchased  5 licenses) for several years.

Below quoted text is the response from Acronis technical support. UNBELIEVABLE. as Acronis Cyber Protect Home Office (and previous editions) operated correctly for years. What is happening or happened??? Furthermore the referenced knowledge base article is not available; web browser return forbidden.

"As per the cloud backup report, I see you are trying to back up to the WYD [sic] cloud which is not supported.

| path: ?\UNC\WDMYCLOUDEX4100\Public\Backups\Sinbad Backup\SINBAD.tibx
| $module: ti_demon_vs_40338

This compatibility issue applies only to WD My Cloud Home NAS and WD My Cloud Home Duo models. Other WD NAS models are supported.

Please refer to the following knowledge base article on Backups to or from WD My Cloud Home NAS fail.
kb.acronis.com/content/70017"

 

 

Fri, 09/29/2023 - 01:05
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Hello Richard!

Welcome to the forum!

The KB article is working; I've tested it myself in several browsers, and it's currently functioning properly. Please review your browser/network settings.

Regarding the issue you described, in fact, our agent doesn't support WD MyCloud. It can happen that the product runs and stores the backup, but the agent wasn't programmed or tested to support that type of storage. So, since 2021/2022, we stopped supporting that version.

Regarding the issue you reported with our support, I assume it is "Failed to lock the file."

You can try the following solutions:

  • Reboot the NAS: In some cases, a simple system reboot can clear any locks and resolve the issue.

  • Disk Space: Verify that there is enough free disk space on the storage device where you are attempting to create the backup. If the disk is full or nearly full, it may prevent the backup process from locking the file.

  • Check for Concurrent Access: The error may occur if another process or user is accessing the file you are trying to back up at the same time. Ensure that no other applications or users are using or modifying the file during the backup process. If you are trying to back up data from a NAS to Acronis Cloud, the data might be locked by other applications installed on your computer or other computers that use the NAS. Because Acronis Cyber Protect Home Office and Acronis True Image access the NAS not through a native NAS application but as a share, they do not have the exclusive level of access required for backup purposes and will fail if another application has locked the data on the NAS. Please make sure that when the backup runs, no other application from any computer and from the NAS itself is using (cataloging, syncing, copying, moving, or processing in any way) the data that you are trying to back up.

Best regards!

Fri, 09/29/2023 - 07:35
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