"Operation Has Failed"

Jon, with regard to your concerns over 'proper support' you should use the Feedback tool (in Help) in ATIH 2016 to make these comments directly to Acronis as this is a User forum.

Now to the problem you are seeking help with, if you are seeing Windows UAC permission messages, that would suggest that ATIH is not running with the necessary authority for all tasks.  I would suggest that the easiest way to correct this would be to uninstall, run the Cleanup tool (see link below) and then re-install ensuring that you perform the install as Administrator.  The alternative approach that you can try would be to change the compatibility properties for the TrueImageLauncher.exe program for All Users to Run as Administrator as shown in the attached screen shot.

The next step for the actual failure shown in your image is to check the logs produced for the task that was running when the error was posted - check in C:\ProgramData\Acronis\TrueImageHome\Logs - in particular logs named Service_ at the date / time of the error.  Note: You can also setup Notifications for the task to attach the log to an email message if you want an easier way to access the log.

Jon, in addition to Steve's comments (which I agree with), you may also want to check your own system Windows logs and application logs for signs of trouble.  Things like failing/bad disks, memory trouble, OS corruption, third party tools (Antivirus programs, malware, regsitry mechanics, Windows OS tweak tools, etc), can cause issues with your system that prevent Acronis from working correctly.  These would all be outside of the scope of Acronis support and that is why PPI is usually required up front (after the 30 days) as Acronis is not responsible for diagnosing system issues that may be causing problems with the application.  However, if the problem is narrowed down to the application itself, then you should receive your money back for the PPI.   If you haven't already though, it never hurts to check with customer support to see what they say about your case.  In the future, I suspect that support may be longer/better, but for now, the support policy remains the same as it was when you accepted the terms and purchased the software.  That said, users like myself, are trying to help in the forums as well and technical support would probably help if the application is not working, but you have already done everything on your part to rule out system issues as well.  Otherwise, PPI will require the up front payment and then if it is truly an application error, you should get reimbursed.

At this point, other than the error message, we know absolutely nothing about your system, what led up to this error, and wether or not this backup was previously working or not.  I would advise anyone with issues to provide this type of information to the forum so that others can better help diagnose your issue as well. 

• What type of computer are you using (Make / model)?
• What OS version do you have installed?
• Did you upgrade your OS (with Acronis already installed), or is your OS a clean install?
• What version of Acronis is installed?
• Did you upgrade Acronis from a previous or was it a fresh install?
• What is your internal hard drive setup (disk type / connection)?
• Where are your backups located (USB drive, internal drive, network share, etc) - 
• Are you using any type of encrytion such as bilocker?
• Have you looked at your Windows logs and researched warngings and errors in both the system and application logs?  
• Have your run chkdsk /f /r on your main disk and backup disk?  
• Have you run a third party diagnostic harddrive tool on your source and backup disks as a second opionion (check out WD data lifeguard)
• Have you run SFC /scannow to see if Windows detects corruption in your OS?
• Have you excluded all Acronis folders and files (the program itself and backup location) in your AV application?  
• Have you run full system scans with your AV software, and if so, what software are you using?  
• Have you checked all power options in control panel to ensure the system is not sleeping/hibernating during scheduled backup jobs?  
• Have you checked the advanced power options to verify that the disk and/or USB ports are not set to power down conserve engery?  
• Have you then done the same in computer management/device manager for all disks, ethernet adapters and USB controllers?  
• Have you ever had any malware on your system?
• Was this backup previously working and started failing or has it never worked correctly?  If this is a recent issue, have you made any significant changes to the system (OS upgrade, new application installations, run any specialized tools like a registry cleaner, OS tweak tool)

Without knowing any of these details, let's assume that all of these have already been done and your backup was working at one time and has recently started failing.  If it was working before and has started having trouble, and your hard disks don't have any corruption and are in perfect working order, you can try one of these two and recreate your backup job (you can keep the old backup files, but the new job should be a new task and start creating new backup files for the sake of testing and stability)

1st) try letting Acronis rebuild the local databases and see how it goes:  http://forum.acronis.com/forum/112612#comment-334353

This won't impact your existing backup files as they can be imported in again (although backup tasks would have to be created for them again too), or you can hold onto them for posterity until you feel comfortable deleting them and then just let your newly created backups run and keep those up to date.

2nd) if the database rebuild doesn't work, do a clean removal of the program and reinstall. This also won't impact your existing backup files as they can be imported in again (although backup tasks would have to be created for them again too), or you can hold onto them for posterity until you feel comfortable deleting them and then just let your newly created backups run and keep those up to date.

If you've tried the 1st option, you should remove ATIH and reinstall using the following instructions: https://forum.acronis.com/forum/113656#comment-334624

Steve and Bobbo, thanks for replying.

Firstly let me say that I had a fairly old version of ATIH and this policy of 30 day support is as far as I remember new. As I had upgraded over the web following an upgrade to Windows 10 I certainly didn't see any particular mention of this 30 day limitation. In addition to that I have a moral objection to paying to fix bugs in an Acronis programs which this clearly is. Even from a clean install this program never worked and Acronis had to access my computer remotely and change user access permissions and compatibility to get this program running. I suspect this is continuation of that problem and I really shouldn't have to pay extra money to solve this problem. Further I think people who read this forum should be aware front and centre of the 30 day support limitation.

• "if you are seeing Windows UAC permission messages, that would suggest that ATIH is not running with the necessary authority for all tasks.  I would suggest that the easiest way to correct this would be to uninstall, run the Cleanup tool (see link below) and then re-install ensuring that you perform the install as Administrator. "

in this case I can't do this because as I said this program never worked from installation and required Acronis to access my computer remotely to get it to work. Now I'm outside the 30 day support period I have to pay again to get a program to install and work properly on my computer firstly and then perhaps pay again to get the second problem fixed.

• The alternative approach that you can try would be to change the compatibility properties for the TrueImageLauncher.exe program for All Users to Run as Administrator as shown in the attached screen shot.

I think the Acronis already did this when they accessed my computer remotely before and I can confirm that the programme in question is currently set to run as administrator and is currently set to run in Windows 8 compatibility mode. A note about this problem on the Microsoft support website says that if these issues continue after those settings are made then there was a problem with the way the program is coded and the supplier needs to fix the problem.

• The next step for the actual failure shown in your image is to check the logs produced for the task that was running when the error was posted - check in C:\ProgramData\Acronis\TrueImageHome\Logs - in particular logs named Service_ at the date / time of the error.  Note: You can also setup Notifications for the task to attach the log to an email message if you want an easier way to access the log.

I have had a look at the log files and the only entries in their relate to the RAID server where the backups are stored was powered down. This is not unexpected because this is not an error as such it some sort of user access or incompatibility issue with this particular program and Windows 10. I have also checked the windows event logs for the same period. I note that Acronis stores its logs in XML format which unless you have the display key is almost undecipherable!

Bobbo, thanks for your extensive comments;

I am very computer literate and very much aware of the generic issues you raise. Acronis itself seems to work fine now and it is only this continual stream of error messages in the Windows messages panel because something is trying to run the Launcher program in the background. As I said above I am pretty sure this is a bug in the Acronis supplied program and my reasons are posting here was to see if any other people are having this problem and what their solution was.

My system is a generic ASUS running Windows 10 which was upgraded from Windows 7. ATIH was installed and has worked well for many years under that old regime. As the older version of Acronis would not work under Windows 10 I had to purchase an upgrade and install which as I detailed above failed from the very start. Acronis then accessed my computer remotely and managed to get the software working. this is not some hardware related issue as the bulk of the Acronis software seems to work as previously and I am just trying to get rid of these continual error messages. Provided I click "Yes" on the "do you want this app to make changes to your computer" button the launcher also starts and runs without any apparent error. Further although I had a few niggling issues with the upgrade to Windows 10 all other software installed on this computer runs without issue. As I said above the basic functionality of the Acronis software to do backups seems to be working: I can do backups both incremental and complete across the network to the RAID server, I can mount those backups and access files from those backups without any problem.

As I mentioned above I cannot do a removal, clean and reinstall. To risk losing all functionality and access to backups is not acceptable at this point in time. And although I watched very closely as Acronis accessed my computer remotely and as far as I was able to determine all they did was change the running permissions to administrator and compatibility to Windows 8 it's possible they may have done other changes without me noticing.

again thanks for your replies, it appears this is some UAC permissions issue with the launcher program and provided the basic Acronis functionality continues to function it is not terminal. But as I've alluded to above; having the programme fail at install, having to allow remote access to my computer, only having a 30 day support period, having the programme fail again albeit not fatal and having to pay money to have that problem fixed does not leave a warm and fuzzy feeling about Acronis.

Just an addition: Acronis TIH 2016 has yet another bug!!

There is a task running that I cannot stop! Somehow (I didnt do it!) a task was started to backup "Entire PC (MyPC) but as much as I try I cannot cancel the task, its just there no matter how many times I try to cancel it or restart the computer. In fact I think it is this task which is the source of the error messages or may be not!

I am beginning to form the impression that this new version is crap! With all the issues so far in only its first week or so do I really want trust it with my backups .... time to start looking somewhere else for backup sw.

JonJ wrote:

Just an addition: Acronis TIH 2016 has yet another bug!!

There is a task running that I cannot stop! Somehow (I didnt do it!) a task was started to backup "Entire PC (MyPC) but as much as I try I cannot cancel the task, its just there no matter how many times I try to cancel it or restart the computer. In fact I think it is this task which is the source of the error messages or may be not!

I am beginning to form the impression that this new version is crap! With all the issues so far in only its first week or so do I really want trust it with my backups .... time to start looking somewhere else for backup sw.

Jon,  When you first launch ATIH - this task is created by default.  However, you technically have to configure and/or run it for it to save though - maybe that happened on accident, I'm not sure.  If it's not letting you cancel/stop it though (not sure why), stop the acronis services in computer management.  then check task manager and stop the TrueImage.exe and/or trueimagemonitor.exe

You can manually delete the "ghost" backup task by going to C:\ProgramData\Acronis\TrueImageHome\Scripts.  If you have multiple scripts, you'll want to open each one with notepad and check for the name of the one you want to delete (see attached screenshot).  Delete it and then start your services and relaunch ATI.

This should fix that particular issue.  However, if things continue to get wonky down the road, Uninstalling and reinstalling ATIH really is probably the best method since we came from a Win 7 to Win 10 upgrade and had issues installing ATIH 2016 from the start.  Doing this won't prevent you from being able to use your old backups.  You can actually import them back in, but would have to make new backup tasks once imported.

If that's still not something you want to do, once you have manually removed the "ghost" task, you can also rename the database folder (try without renaming the scripts folder first) and Acronis will rebuild it automatically when you launch ATIH again.  This will not impact your exsiting backup files or back tasks either.