Backup is locked
This backup worked until about three weeks ago. Not I get "failed to access" and "database is locked". I can't even delete the database. I've waited several *hours* before retrying and get the same message. I tried deleting and recreating the backup with no success. And I'm not using VSS>
Running Windows 7 on a laptop. I have two other Windows 7 machines and they work fine. Any hints?


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I tried the proposed solution, and the database was still locked. Triued several times.
On a hunch, I uninstalled Acronis, made sure no folders were left around, and reinstalled it. Same problem: it says "database is locked".
Out of curiosity, could another system have locked the file? I have three computers under the same account. I only recently switched from backups on a "local" drive on the "master" computer to using the cloud. It was working fine, but sometime around this switch I was also monitoring backup progress on the "master" computer. There has been no problem with either of the two desktops, but the laptop is the one that is locked. Any thoughts?
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Pete, the only other reference to an Acronis database is that shown in the post: https://forum.acronis.com/forum/117232#comment-359062 which points to:
C:\Users\[your_username]\AppData\Local\VirtualStore\ProgramData\Acronis\TrueImageHome\Database
There is also an IpnDatabase folder but given your actions above, that should have been removed & replaced already.
The only other suggestion at this point if clearing the above database files doesn't resolve this issue, would be to try the Acronis Cleanup too - see link in my signature below - which will remove all traces of ATIH from your computer - see the KB document for the tool for details of how it is used.
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No luck. Sigh...
I followed the directions in the KB doc. Made sure all processes were stopped, ran the tool, and then looked for any traces afterward. Nothing.
I reinstalled Acronis and ran into the same "file is locked" error.
Now, I'm wondering: should I uninstall Acronis on ALL my computers, then try access again? Could the "master" computer have set a lock bit and then didn't remove it because of a net or CPU hiccup?...
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Pete, sorry to hear that nothing has worked to resolve this so far.
I cannot see how Acronis on your other computers could be causing this database lock issue.
If you have previously backed up the problem computer to a network resource, i.e. a share on another computer or a network drive etc, then you could try clearing any stored credentials from the Windows Registry as per KB document: 58004: Acronis True Image 2016: Troubleshooting Issues Related to NAS Credentials in the step:
- Clear credentials cache for SMB connections by deleting registry key HKEY_CURRENT_USER\Software\Acronis\Connections\smb
See also the section: Where Acronis True Image 2016 stores credentials for accessing NAS/network shares - in the same KB document.
My only other thought at this time is to ask if you have any security software installed that could be denying access to the Acronis files? I use one called CryptoPrevent which can block any changes to such as the Appdata folders.
See KB documents:
36429: Acronis Software: Exclude Program Folders and Executables from Security Programs
46430: Acronis Software: Making Acronis Products Compatible with Antivirus Software
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Agreed, I don't think you need to (or should) mess wiht the other 2 working systems - the database is local to each install.
I know you've been through the cleanup tool, and are probably getting tired of troubleshooting. But, if you're still up for it...
1) Did you run the cleanup too and the Acronis installer both by right clicking and using the "run as administrator" option (even if logged in with an admin account already?) - this could be key if you did not.
2) Suggest one more full cleanup making sure to launch it with the "run as adminitrator" right-click method.
3) After running he cleanup, reboot immediately afterwards to update the registry and don't try to install Acronis again until you have rebooted
4) After reboot, now check for leftovers and delete these folders if they exist.
C:\Program Files (x86)\Acronis C:\Program Files (x86)\Common\Acronis C:\Program Files\Acronis
C:\Program Files\Common\Acronis C:\ProgramData\Acronis (this one is a hidden folder and where the database lives)
5) For S's and G's, download the full v6571 installer from your online account again - who knows, maybe the installer is corrupt from the previous installer
6) Right click the new installer and use the "run as administrator" option again - this is key. ALSO, since you're having issues, please temporarily disable any Antivirus progams that you are running (all of them) before running the installer.
7) After that, go ahead and reboot one more time for good measure.
8) You may want to consider "whitelistiing the folders mentioned above in your AV program as well so that AV programs don't scan or delete anything out of hte Acronis folders where the database lives.
Is the problem still there now?
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Still didn't work...
I rebooted at each stage and always used "Run as Administrator". For good measure I did a search through the registry and found no rogue Acronis entries. Also checked the disk for any files or folders.
One strange thing I noticed: when I went to the "Dashboard" and logged in, there were TWO processes with my computer name, one listed as "offline". It stopped and deleted it, then logged out and tried again. Same results.
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Ahhh. So this backup is strictly a cloud backup that's having issues and not anything local? I was thinking you were having problems with the application in general.
Don't know if this will help, but here are a couple of things you can try if you're up for it. Othwerwise, since this appears to be a Cloud issue and you have suppport, I would open a chat support case with Acronis technicians and see what they recommend.
1) if it's a dashboard isssue, can try clearing the dashboard out
https://forum.acronis.com/forum/104722
2) if the dashboard isn't the proble and the poblem is with the backup itself and you're not opposed to grooming out old bakups, log into the cloud account online, select the backup and cleanup the backup by grooming all but the last backup and then letting it try to run again. Understand if you don't want to in order to preserve older versions, but if you're able to, this helped me on one occassion.
Here's the original post, but this guy just wanted to blow the backup away completely so we did some more on the local machine as well and was having trouble with that.
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IT'S WORKING!
It was not a dashboard issue. Tried clearing it and had the same problem.
When I logged on to Acronis via the net browser, I saw that there were TWO scheduled backups for the same computer running. I removed both.
Just to be sure, I also cleaned/groomed all backups but the most recent. (So now I don't know if that had anything to do with it.)
FWIW, here's my guess as to what happened: the backup is on a laptop. I may have shut it down during a backup. From my DBA experience, that always has a chance of messing up any uncompleted data operation, regardless of how robust the database handler is. Since there were two backups for the same machine, they were locked against each other.
Thank you for your help! (BTW, I have never had such fast and continuous response from any support group, official or not.)
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Pete, thanks for the feedback on how this issue was resolved, it may help someone else in the future. Thanks for the kind words about this user forum too.
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Ditto to Steve. Glad all is well again and am happy to help out when I can.
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