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GUI says backup failed, BU is on drive and e-mail summary says "Operation has succeeded"

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I have Acronis True Image 2016 -- so which do I believe?? The e-mail log saying everything went fine, including validation, or the GUI that says it failed?  What will happen next -- a new incremental replacing the one that seems to be OK (losing today's backup) or added to the list, even though today's is supposedly bad?  This seems to have a very good chance to have the backup list scrambled and/or lose one or more backups.  I actually updated to the latest version after the first time I saw the GUI error claim, hoping it might clear everything up -- nope.  Clearly, TIH 2016 doesn't use a single location that contains the status of the last backup.  Anyone else have this happen -- and what did TIH do afterwards?  Thanks!

Here are the last lines of the e-mail:

8    True Image    7/24/2017 5:30:12 AM    Pending operation 172 started: 'Creating partition image'.
9    True Image    7/24/2017 5:39:25 AM    Writing incremental version to file: LWDCO_inc_b11_s7_v1.tib
10    True Image    7/24/2017 5:53:57 AM    Pending operation 172 started: 'Creating partition image'.
11    True Image    7/24/2017 5:53:57 AM    The following backups have been successfully created: "K:\My backups\LWDCO_inc_b11_s7_v1.tib"
12    True Image    7/24/2017 5:53:58 AM    Validate Backup Archive Location:	"K:\My backups\LWDCO_inc_b11_s7_v1.tib"  
13    True Image    7/24/2017 5:53:58 AM    Pending operation 4 started: 'Validate Backup Archive'.
14    True Image    7/24/2017 10:26:02 AM    Operation has succeeded.

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David, a strange problem and not one that I remember seeing reported recently at least.

What happens if you open your backup location (K:\My backups\) in Explorer and double-click on the .TIB file for this backup?  Does it open and allow you to navigate through the contents, including being able to copy some random files or folders to a temporary location?  If that all looks OK, then the backup should be good.

You can also right-click on the .TIB file and try Mounting the image to a drive letter and doing the same test.

If you click on the (v) to the right of the task name in the GUI, try doing a manual Validation for the backup task which will also walk the backup version chain to check that all is as it was when the files were created by comparing the checksum held in the files with the value calculated by validation.

You may also wish to download the MVP Log Viewer app and take a look at the more detailed logs that the email notification is based upon.  The app offers both a short and full view of the log entries.

Sorry for the delay...

My backups are always validated as part of the backup, and the service log always shows that they pass.  I use a local, external drive and never used a cloud backup from anyone.

I think I found where the problem is --

The new 6595 version fails to auto log into the Cloud to retrieve a backup list, then flags my backup as failing, even though it clearly backs up to my local, external drive.  From today's (31 Jul 17) console log (<snip> skips the missed logins):

<?xml version="1.0" encoding="UTF-8" ?>
<log uuid="" product="True Image" version="19.0" build="6595" >
    <event id="1" level="4" module="152" code="829" time="1501538555" message="Failed to retrieve the backup list from Acronis Cloud." line_tag="0x902D1A812521EB8E" >
        <error>

<snip>

<event id="7" level="4" module="491" code="5" time="1501538557" message="Please activate your trial Acronis Cloud subscription on your account page." line_tag="0xD5A922D797729104" hide="1" />

<event id="8" level="3" module="228" code="28" time="1501538557" message="Request to Acronis Cloud failed, make sure you are signed in." line_tag="0x29521A5FF1D6DE4C" >
        <error>

From today's service log (<snip> following completion of all operations, including validation):

message="Operation has succeeded." />
</log>

GUI shows "The last backup has failed."

My trial Acronis Cloud account is long gone, so this is a completely ridiculous request by 6595 at this point in the product life cycle.  It apparently wants to keep using my trial account long after it takes it away to save a backup list; I don't know if I even bothered to create a trial account because I was planning on using an external drive all along...

Thanks for your help, Steve!

David, on your ATIH 2016 GUI Account page, go to where the login information is shown at the top of the page and click on the arrow to the right of your email address, there should be an option there to let you logout / sign-out of the trial account, assuming that is what is being shown?

If you can log out, then try logging back in again with the main Acronis account for your licensed copy of ATIH.

I logged into the Cloud account -- it shows the last backup as having an error, like the local GUI (umm -- why would any company try to maintain active links through an account THEY disabled and the user won't attempt to keep current?  Seems like a guaranteed problem area...). I logged out of the Cloud account.  It didn't indicate that it was a trial account and when I rummaged around the various tabs, it was clear that most of the Cloud stuff was meant for TIH 2017, not the TIH 2016 that I have.

Then I logged out and I guessed the right password, so I'm logged back in with the main account.  I guess we'll see what happens next Monday AM (my time) --

Still failing backups, according to the GUI.  The service log still shows that the backup completed successfully (backup file created on external drive).  Has Acronis now decided that I must purchase a Cloud subscription to get the GUI to acknowledge the successful backup? Or maybe I must purchase TIH2017 to get the GUI on the same page as the rest of the software?  My log files for 07 Aug 17 are similar to those of 31 Jul 17 -- system log says success, console log says failure due to Cloud account login fail.  Any ideas????

New info:  console log shows that when I run 6595, it tries to log into my Cloud account (which fails because I don't have one).  This doesn't just happen for my backup, it happens when I open the program to look at the GUI (to see if the AM backup failed).  I checked my security software logs to see if it was blocking something, and it didn't have any blocks when TIH2016 was trying to log in to my non-existent account.  How do I turn off this auto-login garbage????  :(

There is no way stopping Acronis 2016 (or 2015 or 2017) from logging into your Acronis Account. You are not alone in not liking this behaviour.

Ian

Thank you, Ian.  Unfortunately, it is stopped from logging in (because the account doesn't exist any more), so all of my recent backups show as FAILED in the GUI while the system log (and backup disk) show that they completed successfully.  I could almost live with the login garbage, as long as it worked or could be fixed, but neither option is available, apparently.

David, if you are logged in with a valid Acronis account that includes the registration for the serial number for ATIH 2016 that you are using, then you should not be seeing any issues related to the account.

If that is the case, then please open a Support Case with Acronis and have them investigate why there is a problem with your account?

Thanks, Steve.  I have a valid S/N and support through the end of the year (according to the GUI).  I opened a ticket 07 Aug 17 and have no reply as of now (PM of 08 Aug).  If I ever get this solved, I'll post an update here.