Backups fail - no useful error in notifications
What do I do with this? What file is corrupt? I've tried deleting the last backup and hoping for the best, but that really kills the idea of file history with backups, doesn't it?
I tried clicking the support link, but that's just a ridiculous never-ending loop of clicks.
Seems like useful information an error message could provide, yes?
But it's Acronis True Image 2021 via the portal.
Oh, joy. I see as I go to the actual application (that has no freaking logs!) that I can't even copy/paste from the Help->About.
ATI 2021 build 39287
OK, so this has been happening for a week on the wife's laptop. And today I start digging into it, thinking "Why Does This Keep Happening?!"
I should have clicked the Show Detail before, but it would have only led to WAY more frustration:
1st window:
Activity details
09:16 AM — 09:17 AM (21 sec)
Protection plan 'Backup'
Status:Error
Customer:Nauip Lastname (email@gmail.com)
Device:Laptop
Plan:Backup
Start time:Feb 13, 2023, 09:16:49 AM
Finish time:Feb 13, 2023, 09:17:10 AM
Duration:21 sec
The file is corrupted.
----------------------------
All properties
----------------------------
Error
The file is corrupted.
Details | Support | All properties
From the Details window:
Protection plan 'Backup'
Property
Value
cancellable
cancelRequested
completedAt
context
{ "BackupPlanName": "Backup", "CommandID": "D332948D-A7A9-4E07-B76C-253DCF6E17FB", "Specific": "Business", "_runtime": { "bytesProcessed": 0, "bytesSaved": 0, "sourceStamp": 437280 }, "isLegacy": true, "title": "Activity name" }enqueuedAt
executor
{ "id": "ec010778-8274-42df-9095-ce209f28a46e", "clusterId": "" }id
idString
issuer
{ "id": "", "clusterId": "" }policy
{ "id": "2f409baf-5863-4d3d-8890-47ebb4ee7b78", "type": "backup", "name": "Backup" }priority
queue
resource
{ "id": "EC010778-8274-42DF-9095-CE209F28A46E", "type": "instance", "name": "Backup" }result
{ "code": "error", "error": { "domain": "Common", "code": "InternalError", "reason": "InternalError", "context": { "$module": "archive3_adapter_vs_39287", "_src": { "code": 262157, "fields": { "$module": "ti_demon_vs_39287" }, "src": { "file": "c:\\jenkins_agent\\workspace\\ati-main-win-ati\\529\\home\\backup_worker\\impl\\backup_worker.cpp", "func": "`anonymous-namespace'::ReturnCodeToError", "line": 182, "tag": "0xaa33a143c434a604" }, "suberror": { "code": 262157, "fields": { "$module": "archive3_adapter_vs_39287" }, "src": { "file": "c:\\jenkins_agent\\workspace\\ati-main-win-ati\\529\\archive\\ver3\\adapter\\error.cpp", "func": "`anonymous-namespace'::ConvertArchive3Error", "line": 64, "tag": "0xc8d8731ce106f9ce" }, "suberror": {}, "text": "The file is corrupted.", "types": { "$module": "A" } }, "text": "The file is corrupted.", "types": { "$module": "A" } }, "cause_str": "The file is corrupted.", "effect_str": "The file is corrupted." }, "kbLink": { "build": "64", "lineTag": "0xC8D8731CE106F9CE", "os": "Windows", "product": "", "serCode": "0x0004000D+0x0004000D", "version": "1.0" }, "debug": { "msg": "The file is corrupted." } } }startedAt
state
tenant
{ "id": "3950689", "uuid": "0b43098f-b76e-460e-98ab-2ae115948c86", "name": "Nauip Lastname (email@gmail.com)", "locator": "/1/3950686/3950689/" }type
updatedAt
uuid
From the All Properties window:
The file is corrupted.
Property
Value
cause
code
context
{ "$module": "archive3_adapter_vs_39287", "_src": { "code": 262157, "fields": { "$module": "ti_demon_vs_39287" }, "src": { "file": "c:\\jenkins_agent\\workspace\\ati-main-win-ati\\529\\home\\backup_worker\\impl\\backup_worker.cpp", "func": "`anonymous-namespace'::ReturnCodeToError", "line": 182, "tag": "0xaa33a143c434a604" }, "suberror": { "code": 262157, "fields": { "$module": "archive3_adapter_vs_39287" }, "src": { "file": "c:\\jenkins_agent\\workspace\\ati-main-win-ati\\529\\archive\\ver3\\adapter\\error.cpp", "func": "`anonymous-namespace'::ConvertArchive3Error", "line": 64, "tag": "0xc8d8731ce106f9ce" }, "suberror": {}, "text": "The file is corrupted.", "types": { "$module": "A" } }, "text": "The file is corrupted.", "types": { "$module": "A" } }, "cause_str": "The file is corrupted.", "effect_str": "The file is corrupted." }debug
{ "msg": "The file is corrupted." }domain
effect
index
isRoot
kbLink
{ "build": "64", "lineTag": "0xC8D8731CE106F9CE", "os": "Windows", "product": "", "serCode": "0x0004000D+0x0004000D", "version": "1.0" }origin
{ "code": 262157, "fields": { "$module": "ti_demon_vs_39287" }, "src": { "file": "c:\\jenkins_agent\\workspace\\ati-main-win-ati\\529\\home\\backup_worker\\impl\\backup_worker.cpp", "func": "`anonymous-namespace'::ReturnCodeToError", "line": 182, "tag": "0xaa33a143c434a604" }, "suberror": { "code": 262157, "fields": { "$module": "archive3_adapter_vs_39287" }, "src": { "file": "c:\\jenkins_agent\\workspace\\ati-main-win-ati\\529\\archive\\ver3\\adapter\\error.cpp", "func": "`anonymous-namespace'::ConvertArchive3Error", "line": 64, "tag": "0xc8d8731ce106f9ce" }, "suberror": {}, "text": "The file is corrupted.", "types": { "$module": "A" } }, "text": "The file is corrupted.", "types": { "$module": "A" } }parentActivityId
reason
startTime
type
You'll never guess what's on the Support page.
"We don't yet have a dedicated article for the issue you are experiencing."
So, yeah. I guess the file is corrupted. Which one? Good question.
It seems Acronis just doesn't want the customer to troubleshoot the issue themselves. I have to come here and ask The Internet what the heck is going on.
Another good question is "Why Doesn't ATI ignore the offending file and go from there? "
The application on your wife's laptop should have logs. If you download and run the MVP Assistant (link in my signature below), the Log Viewer will provide access to the logs. Check the Demon and Backup Worker logs.
I am suspecting that it is part of the backup chain that may be corrupted, but at this point no telling.
Hello Nauip.
The error code mentioned above suggests the file is corrupted.
The following KB should be followed in order to know the root cause: https://kb.acronis.com/content/1517
You could delete the last backup slices of the backup and run to check if works.
Example the backup has 20 recovery points ( from 1 to 20 ). You could delete the number 20, 19, 18 etc and for each deleted run a task manually, once it starts to work means all the remaining backup slices are good and the backup can continue. If you tried to delete random backup files that can cause the destruction of the backup sequences so as I said you should start from the last one and move from there.
You can try to execute a new backup as well and start the activities from zero.
The issues with corruption require further investigation, so if you need support from our side, feel free to contact our support line: https://kb.acronis.com/content/8153
If you face any issues with contacting the support line, please answer here so I can take further actions.
Thanks in advance.
The error code mentioned above suggests the file is corrupted.
- Yes, I gathered that from the message, too. I mean... it is mentioned 18 times.
The following KB should be followed in order to know the root cause: https://kb.acronis.com/content/1517
- No, this is the most useless troubleshooting flowchart for my situation, other than "call support" which is not going to be productive.
I've already "fixed" it by deleting the backups and starting over.
Nauip Lastname wrote:The error code mentioned above suggests the file is corrupted.
- Yes, I gathered that from the message, too. I mean... it is mentioned 18 times.
The following KB should be followed in order to know the root cause: https://kb.acronis.com/content/1517
- No, this is the most useless troubleshooting flowchart for my situation, other than "call support" which is not going to be productive.
I've already "fixed" it by deleting the backups and starting over.
Thank you for sharing your experience and opinion on the troubleshooting flowchart provided in the KB article. While it may not have been helpful in your particular situation, it is a useful resource for many users who are experiencing similar issues.
However, I understand that you found it more practical to delete the backups and start over. In some cases, this may be the best solution to resolve the issue quickly.
It's worth noting that contacting support can also be a valuable resource, as they can provide personalized assistance and guidance tailored to your specific situation. While it may not always be the most convenient or productive option, it's something to keep in mind for future reference.
Thank you again for sharing your thoughts, and I hope your backups continue to run smoothly moving forward.