Acronis True Image 2021 "Failed to lock file"

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Beginner
Posts: 5
Comments: 9

True Image 2021 has worked fine since I bought it a year or 18 months ago, until last month when it began failing every time with this error when doing a full system backup of my C drive

"Failed to lock the file"

What file? The main backup file? Why doesn't it tell me? Because the .tibx is created and appears on my Synology NAS drive, but conks out after a short while (about 4 gigs in on the last one but 60 gigs on the previous one) with this message. 

When I go to support it says my product is not supported. I've used various versions of this software since 2012 and I've had several restore failures with corrupted files, which is really annoying, but never come across this error before. Do they simply not support their own products anymore? 

There are no clues as to what is going on. The help system simply doesn't exist, and I'm at a loss for what to do. What tiny bit of help system their is only seems to refer to cloud backup which I am not using.

I've created a new backup and it behaves in exactly the same way, but I can copy files to the NAS with no problems using RoboCopy or whatever else I try. 

It showed error code 0x000B0080+0x00040014+0x0000FFF0+0x80070020 on one occasion, which is listed nowhere in the knowledge base. "check for a solution" takes me to the cloud backup page I mentioned. 

I'm really despairing of this product and Acronis's support now!

Can anyone offer some clues please?

 

 

 

Sun, 10/08/2023 - 16:35
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Legend
Posts: 111
Comments: 29781
mvp

David, the problem file should be listed within the log created by Acronis during the backup operation.

Download a copy of the MVP Assistant log viewer tool and use this to look at the logs to see if they show any issues during the operation process?

The latest version of the new log viewer tool is at the link below.
New MVP Assistant Version 2.7.4 Available

If you have Disks & Partitions backups created on ATI 2020 or later using .tibx files, then look in the Backup Worker logs.

If you have Files & Folders backups using .tib files (or Disk backups from earlier versions using .tib files) or using Cloning then look in the Demon logs.

Other logs are shown by the MVP Assistant under the 'Active Logs' heading of the Log Viewer page of the Assistant, i.e. Media Builder.

The Schedule2 log contains information related to scheduled task but is one of the more difficult logs to read / work through.

The log files should be zipped to preserve their original file names if sharing in the forums and would need to be less than 3MB in size, otherwise you would need to share the zip file via a Cloud share service such as OneDrive, Dropbox etc.

The possible causes of this type of locked file issues are:

A file that your antivirus has identified as potential malware / quarantined.

A file stored in a remote location by a cloud share service such as OneDrive etc.

Mon, 10/09/2023 - 14:16
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Posts: 2
Comments: 1727

Hello David!

Here are some steps to help you troubleshoot and resolve the issue:

  1. Check for Active Processes: Ensure that no other processes or applications are actively using or locking the backup file while the backup is in progress. Close any other applications that might be accessing the file.

  2. Permissions: Make sure that you have the necessary permissions to access and modify files on your Synology NAS drive. This includes both the source files you want to back up and the destination where the backup is stored.

  3. Network Stability: Ensure that your network connection to the Synology NAS is stable and not dropping during the backup process. A network interruption could cause the backup to fail.

  4. Acronis Services: Check if Acronis services are running as expected. Sometimes restarting Acronis services can resolve issues.

  5. Antivirus or Security Software: Some security software can interfere with Acronis backups. Temporarily disable or configure your antivirus and firewall software to allow Acronis True Image to function properly. https://kb.acronis.com/content/36429

  6. File System Issues: Check the file system on your Synology NAS for any errors. Use the built-in tools on the NAS to scan and repair the file system if necessary.

  7. Reboot the NAS and retry the backup.

  8. Fix the installation file of Acronis True Image 2021 or reinstall it.

 

Regarding the support please note that's a legacy product https://www.acronis.com/en-eu/support/lifecycle/consumer/#true-image

Best regards!

 

Mon, 10/09/2023 - 15:09
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