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Failed to lock the file when backing up to cloud?

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I just bought Acronis True Image.  I am backing up my D drive folder level to an external HD and it backs up with out problem.  When I backup the D drive to the cloud folder level, it uploads about 100 GB (I bought 2 TB of space) and then it fails with "failed to lock the file."  I've chatted with Acronis support and two times now they've deleted my backups and had them start over.  The last time, I saw him start to do it.  I told him not to do it.  He went to click to delete the backup cloud and I tried to stop him but I was too slow.  He then insisted on making more changes and I rebooted my PC to get the guy out of my PC (Acronis support!!!)  I absolutely do not trust Acronis support anymore.  But there has to be a way to fix this other than to delete my backups and wait a week for it to get to this same spot and have the same problem.

I'm running Acronis True Image version 2017 Build 8029

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Hi Dave, 

does it mention which file is locked in the error? We've seen some AV programs lock files for scanning from time to time.

can you do a local backup to an external or something to see if it exists outside of a cloud backup?

You may want to run chkdsk /f /r on your OS drive to check for bad sectors on the disk that might be identified and repaired in the process.

Grab the logviewer from my signature block below and perhaps it will shed more light on the issue as well. 

 

i

David, thanks for opening this new topic in the 2017 forum as requested yesterday.  As Rob (Bobbo) suggested, the Log Viewer will help us try to work out what may be happening here.

Another aid would be to create an Acronis System Report and post the output zip file to this topic, that would capture all the log files so we could take a look for you.

Ok, I don't know what changed.  The backups sat with that error for about 4 days and I tried to force start it many times.  Today, it started backing up again.  It's now progressed to 193 GB of the 1.18 TB that needs to back up.  Seems to be making good progress.

Oh, and btw, it never said in the window or any log what file was locked... (otherwise I would've released the lock.)

Glad to hear that it's moving along.  If issues to creep up again, the MVP logviewer by FTRPilot may shed some more light so would highly recommend downloading it for clues if it comes back.  Hope it will keep chugging along now though!

Well, I just downloaded the MVP Log Viewer.  It's nice to be able to see the backup logs.  I'm sure that would've helped a lot.   They need to include this tool integrated into acronis cloud backup or make that level of logging integrated (like most backup tools.)

I see it's just pulling logs from c:\programdata\acronis (which is where I was looking at log files) but that folder just has scattered logs and I wasn't sure which log file meant what.  This tool makes it more like event viewer.  Much easier to read.

David Orlow wrote:

Well, I just downloaded the MVP Log Viewer.  It's nice to be able to see the backup logs.  I'm sure that would've helped a lot.   They need to include this tool integrated into acronis cloud backup or make that level of logging integrated (like most backup tools.)

David, you are preaching to the converted ref the need for the log tool to be integrate but that is a decision that the Acronis developers and designers need to make.  We keep pushing it at every opportunity but need users to do the same using the Feedback tool too.

The Log Viewer tries to find all the most useful logs but if you do notice any that are not being included, then post in the topic where you downloaded it from, or send a PM to FtrPilot who is the author of the tool.

Ok, my backups are broke again.  Giving the same error "failed to lock the file."  Here's the log from MVP Log Viewer.

 

2017-03-25 07:55:36:566 13976 I00640002: Operation Cloud Backup started by schedule.
2017-03-25 07:55:39:473 13976 I013C0000: Operation: Backup
2017-03-25 07:55:39:473 13976 I013C0000: Backup type: file level
2017-03-25 07:55:39:477 13976 I013C0000: Operation: Consolidation
2017-03-25 07:55:39:478 13976 I0064000B: Priority changed to Low.
2017-03-25 07:55:39:534 13976 E00030000: DNS resolve failed
2017-03-25 07:55:39:534 13976 I00000000: Fallback to work without wan optimizator. Reason: Failed to resolve mcp-cloud-fes-us3.acronis.com
2017-03-25 07:56:02:401 13976 E00040017: Error 0x40017: Failed to lock the file.
| trace level: error
| line: 0x5e37827ef93fc223
| file: k:\8029\network\astorage\client\error.cpp:61
| function: AStorage::ConvertServerError
| line: 0x5e37827ef93fc223, k:\8029\network\astorage\client\error.cpp:61, AStorage::ConvertServerError
| $module: ti_demon_vs_8029
|
| error 0x980410
| line: 0xa46e8d7ba5bb85f2
| file: k:\8029\network\astorage\client\serialize.h:209
| function: AStorage::operator >>
| line: 0xa46e8d7ba5bb85f2, k:\8029\network\astorage\client\serialize.h:209, AStorage::operator >>
| $module: ti_demon_vs_8029
2017-03-25 07:56:02:519 13976 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bce9f
| file: k:\8029\products\imager\demon\main.cpp:681
| function: main
| line: 0x9f2c53c72e8bce9f, k:\8029\products\imager\demon\main.cpp:681, main
| $module: ti_demon_vs_8029

 

So it really looks like it can't backup because it can't resolve the host of the backup server mcp-cloud-fes-us3.acronis.com

Well, I was using 8.8.8.8 Google DNS for my DNS servers.  I can't resolve the hostname in the error..

 

C:\Users\David Orlow>ping mcp-cloud-fes-us3.acronis.com
Ping request could not find host mcp-cloud-fes-us3.acronis.com. Please check the name and try again.

C:\Users\David Orlow>nslookup mcp-cloud-fes-us3.acronis.com
Server:  router.asus.com
Address:  192.168.1.1

*** router.asus.com can't find mcp-cloud-fes-us3.acronis.com: Non-existent domain

I changed it back to my ISP's DNS servers and get the same error.  But DNS Stuff is able to resolve it doing a DNS lookup.

Well, maybe it can't.  DNSStuff report says it's OK.  But then I got to thinking, why not just add the IP to my host file... so I went back to dnsstuff to try to lookup the A record and it says it's non-existent (for mcp-cloud-fes-us3.acronis.com ).

Well, maybe DNS isn't it.  It says it can't resolve it so it fails back to non wan optimized connection.  Then it gives the error failed to lock the file.

Well, gave up.  Put in for a refund on my cloud purchase and they just approved it.  I guess I need to go back to my initial findings I did years ago where I ditched acronis for another solution when it proved to be unreliable.  

David, thanks for the feedback / update.  Glad that you were able to obtain a full refund for your cloud purchase.  Sorry that this didn't work out for you and wish you good luck in finding another solution that works well for you.