NAS drive not authenticating
@Slava
Sometimes I got to love this particular MS sentence in KBs...
Status
This behavior is by design.
Means, we know it is wrong but we won't touch it.
I have applied the hotfix and it does the job. I assume you have reverted the code change for the function you dropped as you said or have you found another fix.
You was talking about side effects, may they be security related?
I am happy that I can confirm that your hotfix has restored the functionality to be able to setup my jobs options again. I double checked that. The problem is reproducible as soon I go back to the older files (Acronis Services need to be stopped to apply the fix using the Task Manager > Services in Windows 10 or services.msc (classic way).
Hello Everyone,
We have been investigating the issue and made fixed versions of TrueImage.exe and ti_managers.dll available for download at https://kb.acronis.com/content/59051. The fix will also be included in the next update for Acronis True Image 2017.
Regards,
Slava
Can these be installed with 5555? It says specifically for 5554 so want to verify first.
Hello Everyone,
We have been investigating the issue and made fixed versions of TrueImage.exe and ti_managers.dll available for download at https://kb.acronis.com/content/59051. The fix will also be included in the next update for Acronis True Image 2017.
Regards,
Slava
Can these be installed with 5555? It says specifically for 5554 so want to verify first.
Hi @ Bobbo_3C0X1 ,
Build 5555? I never saw Build 5555. I only see Build 5554, which I went back to Build 5534 because of the Comments Issue. So I am currently running just Build 5534.
Where did you get 5555?
Can these be installed with 5555? It says specifically for 5554 so want to verify first.
I was wondering that, too, but the referenced KB article specifically says:
If you have build 5555 or newer, or if the issue persisted and NAS credentials are still not accepted, please use the following workarounds:
Method 1 - Use IP-address of the NAS.
...
Method 2 - Create an alias name for the NAS.
...
so I think that means "No". However, it doesn't say whether the new fix just regresses the 5555 fix or is totally incompatable with the build 5555 fix. I think this NAS authentication problem is a lot more serious than the 5555 fix. I would willingly regress build 5555.
Hi @ Bobbo_3C0X1 ,
Build 5555? I never saw Build 5555. I only see Build 5554, which I went back to Build 5534 because of the Comments Issue. So I am currently running just Build 5534.
Where did you get 5555
I know you weren't asking me, but, ...
https://kb.acronis.com/content/59095
It's not being offered for general comsumption, but you can download and install it just like this newest fix.
Hello Everyone,
We have been investigating the issue and made fixed versions of TrueImage.exe and ti_managers.dll available for download at https://kb.acronis.com/content/59051. The fix will also be included in the next update for Acronis True Image 2017.
Regards,
Slava
Hi @ Slava,
The article that you have referred to, shows:
Limitation of Microsoft Windows NT-based operating systems. See these Microsoft articles for the detailed explanation:
https://support.microsoft.com/en-us/kb/173199
https://support.microsoft.com/en-us/kb/106211
https://support.microsoft.com/en-us/kb/938120
Only kb 938120 mentions Windows 7, Windows 8.0 and 8.1 but does not mention Windows 10 at all.
THe other kb(s) do not referred to these operating systems.
And since Windows 10 Pro Insider Preview 32-Bit and 64-Bit Build 14915 through the preset Build of 14955, Network Discovery and the ability to Map Network Drive, using File Explorer are broken.
The Drives are not reconnected to the operating system after the computer is restarted.
Hi @ Bobbo_3C0X1 ,
Build 5555? I never saw Build 5555. I only see Build 5554, which I went back to Build 5534 because of the Comments Issue. So I am currently running just Build 5534.
Where did you get 5555
I know you weren't asking me, but, ...
https://kb.acronis.com/content/59095
It's not being offered for general comsumption, but you can download and install it just like this newest fix.
Hi #@ Patrick O'Keefe ,
Thank you!
Thanks Patrick, that's the same one I was referencing.
https://kb.acronis.com/content/59095
Still not completely sure if it's not recommended to install this patch if 5555 is installed though, but seems like you should not run the fix. So ideally, seems like it would be better to not install 5555 and to use the updated .dll and .exe instead. I'm confused.
If you have build 5555 or newer, or if the issue persisted and NAS credentials are still not accepted, please use the following workarounds:
Hi guys, based on the logic I would not recommend anyone to apply the hotfix IF the fixes of the inofficial build 5555 are vital for your operation.
I have checked the matter and the hotfix of TI 2017 for the authentication issue still has build 5554 so very likely it does not incorporate the 5555 changes.
It would be great if Slava could discuss that with the devs and check their code management. It would be great to have a 5555 patch with the authentication fix on top. So basically a 5556 build.
I have checked the matter and the hotfix of TI 2017 for the authentication issue still has build 5554 so very likely it does not incorporate the 5555 changes. [/quote]
It is quite clear that the new hotfix does not incorporate the build 5555 fix. It is not clear whether the net hotfix simply regresses the build 5555 fix or is completely incompatable with it. This is an inportant distinction for those of us that have installed the build 5555 fix but consider it much less important than the NAS authentication fix.
Patrick,
I agree with your position above. My reading of the modified kb is that the fix provided should be applied only to 5554 builds. What needs to be known is, if any builds from 5555 upward would need the fix provided or not. If not and you still experience the NAS issue then you would use the workaround methods provided. If yes then how should the fix be applied? Is there an order of install like this fix first followed by the 5555 patch for example. Clarification needs to be provided!
I agree that it is a bit confusing. It may that you can apply hotfix 5555 after you apply the other hot fix, but not OK to do it beforehand. However, it is not something I would consider wihtout first getting confirmration from Acronis engineers.
Ian
Ditto that Ian
I guess that applying the authentication fix which is based on build 5554 and applying the 5555 hotfix will replace the .exe to build 5555. So In this case this would not work for both. But I second what Bob said, basically only Acronis can answer this for sure.
I guess that applying the authentication fix which is based on build 5554 and applying the 5555 hotfix will replace the .exe to build 5555. So In this case this would not work for both. But I second what Bob said, basically only Acronis can answer this for sure.
That's probably correct. Most likley need a newer 5556 to fix both.
I guess that applying the authentication fix which is based on build 5554 and applying the 5555 hotfix will replace the .exe to build 5555. So In this case this would not work for both. But I second what Bob said, basically only Acronis can answer this for sure.
That's probably correct. Most likley need a newer 5556 to fix both.
I guess that applying the authentication fix which is based on build 5554 and applying the 5555 hotfix will replace the .exe to build 5555. So In this case this would not work for both. But I second what Bob said, basically only Acronis can answer this for sure.
That's probably correct. Most likley need a newer 5556 to fix both.
Hi All,
What they need is a New Build that fixes everything including the Comments Field, which is readable with Build 5554.
https://forum.acronis.com/forum/126537
Oh, it should allow that same room that Acronis True Image 2016 gave, by used of scroll bars.
5 lines of viewable Comments, then read the rest of the Comments added, by scrolling down in the Window.
After spending a day chasing these issues with ATI 2017 under Windows 10 using a mapped network drive, I'm more interested in getting a better backup program. I would appreciate recommendations. This is my third or fourth year of fighting with undeserved problems with this poorly tested, and apparently poorly architected software.
After spending a day chasing these issues with ATI 2017 under Windows 10 using a mapped network drive, I'm more interested in getting a better backup program. I would appreciate recommendations. This is my third or fourth year of fighting with undeserved problems with this poorly tested, and apparently poorly architected software.
Hi @ Daniel Reinhart ,
What is your Windows 10 Build? Not all Windows 10 Builds are equal. That's why we need you to post your Build Information.
Right-click Start. Click Run Type in Winver and click OK.
Ver 1607 build 14393.447
Re finding a replacement, I'm trying Komodo, and it is backing up to another Windows 10 letter-mapped network drive without complication. I tried Crash-something earlier, but it appears to be reliant on an external server for linkage to my target machine which is unacceptable.
I may have to stay back with Acronis if nothing else measures up. At that point, I'll have to transport and directly plug in a USB backup drive. At least I'll have a reliable backup, clumsy and undesireable as it might be.
I did try checking for error messages. It was a bad decision a couple of years ago when the plain-language calendar-style log file within True Image was removed. Today I found the current log file viewer which saves me from parsing an XML file. But the error message string from the credential bug is incomprehensible.
If I can stick w/ True Image, I would be hoping that there are no more surprises in the 2017 upgrade. So far, I ran a backup on my other node that was initially created by an earlier edition. It did the incremental backup, but then it was unrecoginzed when I tested doing a recovery. So, I scratched the backup save-sets from the earlier version and restarted from a fresh backup initiated from within the 2017.
Maybe a True Image fix will show up before I finalize a new backup selection. I just shelled out for the 2017 upgrade, and I'm very disappointed so far. I've been with the product almost four years, and the past couple of years have not measured up to the quality of the earlier products.
Hi @ Daniel Reinhart ,
Are you on a Wireless Computer to the Router?
The Network-Attached Storage Unit is always wired to the Router.
Make sure that you can see the Folder that you are backing up to, before launching Acronis. if you are on a Wireless Computer, using File Explorer.
Hi, I'm am on a local wireless router. The storage in question is a USB drive attached to another Windows 10 system, not a NAS unit.
I can see, create, delete and edit files in the target backup directory from the remote computer.
Regards, Dan
Dear Daniel,
I am sorry to hear from your issue, have you applied the hotfix for this known problem and Acronis 2017 does trouble with authenticating mapped (unmapped) network drives or NAS appliances?
I it worked fine for me and so I hope you don't have to chase the bug or looking for alternatives.
Hi, I'm am on a local wireless router. The storage in question is a USB drive attached to another Windows 10 system, not a NAS unit.
I can see, create, delete and edit files in the target backup directory from the remote computer.
Regards, Dan
Hi @ Daniel Reinhart ,
Is the USB Drive, then , on the other Windows 10 Computer, set up as a Shared Hard Drive? To be shared from the other Windows 10 System?
I am using Acronis Build 5534.
Looks similar to this:
Yes, that's the same architecture. Everything on my systems is openly shared, and there are no credentials. I can't get past the credential panel on Build 5554. I can't expand the contents of the shared drive to see the enclosed folders and files from within True Image. From any other tool or windows explorer, I have full visibility and access.
Karl, Thank you for the suggestion, and I'll look for the hot fix tomorrow. Regards, Dan
I didin't see the hotfix posted here (perhaps I missed it). Just in case, here it is:
59051: Acronis True Image 2017: Connection to NAS fails with errors "Connection failed", "Failed to check credentials", "Cannot find files and folders".
...The storage in question is a USB drive attached to another Windows 10 system, not a NAS unit.
I can see, create, delete and edit files in the target backup directory from the remote computer.
I could be way off base here, but this sounds a bit different fromn the other "NAS Credentials" problems discussed in this thread. Maybe I just missed it (after all, this is a very long thread), but I don't think anybody has mentioned a "NAS" that is actually a shared drive on a Windows box.
It will be interesting to see if the hotfix fixes this problem. If not, I think the Acronis support team should be notified.
Acronis is not the only vendor caught off guard by the Win10 changes. Microsoft apparently did a very poor job of giving advanced notification. (That's particularly true with the changes that came out in the Anniversity Update.) It's unfortuante when 3rd party vendors don't keep up with changes in operating systems, but I think Acronis deserves our patience (and sympathy) in this case. They, along with many other vendors, were blind-sided by Microsoft.
Those are obviously my own oppinions and probably not shared by all readers of this forum.
I didin't see the hotfix posted here (perhaps I missed it). Just in case, here it is:
59051: Acronis True Image 2017: Connection to NAS fails with errors "Connection failed", "Failed to check credentials", "Cannot find files and folders".
I wonder if options 2 and 3 will work when the "NAS" is a shared drive on another Windows system. It would be interesting to try.
I have a feeling the hotfix will work here too - not 100%, but I'm guessing that the same bug is occurring for authentication for any remote share(s) if the local system that is running Acronis also has any manpped drvies... will be good to hear feedback if/when applied in this case to confirm. I haven't had a need to test this previously, but something I'll try to get around to testing myself in the near future as well.
I have a feeling the hotfix will work here too - not 100%, but I'm guessing that the same bug is occurring for authentication for any remote share(s) if the local system that is running Acronis also has any manpped drvies... will be good to hear feedback if/when applied in this case to confirm. I haven't had a need to test this previously, but something I'll try to get around to testing myself in the near future as well.
Hi @ Bobbo_3C0X1 ,
The fix seems to be for NAS Hard Drives, and not for USB Hard Drives that are shared. What Daniel Reinhart is doing is mapping a single Folder from the USB Drive that is attached to another computer as a Drive Letter on the computer that he is backing up from.
So when he backs up, he is backing up going thru This PC in the Back up Destination to the Mapped Drive.
He is not Selecting External Drive or Network-Attached Storage or using My NAS Connections. He is choosing a Specific Drive that is Mapped to the Operating System.
Correct, but he would have to authenticate to the remote system share in Windows as well to make the mapped drive - no? If Windows needs authentication to map the drive, Acronis will ask for it as well. And since a mapped drive on the system that has Acronis on it is causing the authentication error for the remotely authenticated system, my guess is that it will be the same bug/behavior. Only way to test though, is to give the patch a try and see how it goes if it is not working now. Shouldn't hurt, but may help.
For me the hotfix solved any issues regarding TI 2017 and authentication issues, regardless the fact I was using a mapped network drive or an UNC path. As Acronis informed us they have dropped some lines of code that caused the issue, basically to shut down a workaround they have used for longer time and they thought it would not be needed any longer. The code change got implemented in b5554 so basically I don't see a point to blame Microsoft for changes regarding the Anniversary Update. In fact MS has made some changes in regard if SMB and authentication but those got implemented AFTER the Anniversary Update in Cumulative Update - still those haven't originally caused the trouble - at least as far I can narrow it down.
@Dan I am still confident that the hotfix - thanks Rob for reposting - will solve your issue. Even if you are not using authentication so likely working with a "everyone" permission, there is still a authentication handshake for SMB based on the security group. So while SMB does not actively ask for a password the mechanic is still checking the authentication against the "everyone" group and computer account.
Resolution 1 worked for me after applying the hotfix Windows 10 version 1607 (Anniversary Edition) 64 bit build 14393.447.
Error handling isn't right though - I have two NAS's and after applying the fix told ATI to backup to the wrong NAS (not enough space). ATI reported a successfull backup but no backup was created because there was insufficient space. After redirecting ATI to backup to the correct NAS a backup was successfully created and verified. I did have to input admin credentials for the NAS initially even though the destination folder did not require credentials (Public folder).
I hope that Acronis posts a message in this thread when a new version of ATI 2017 addressing these issues is available.
Thankls for all contributors
Keith
Glad the current hotfix worked here too - I suspected it would so it's good to have the confirmation.
Interesting turn of events on the error handling. I can't reproduce as I'm nowhere close to being out of space, but that is another good one to provide feedback through the application on if it's not working correctly. I can see it allowing to start and failing when it runs out of space, but definitely shouldn't report a success if it actually failed!
I doubt that we'll seen the update posted directly to this forum thread. Acronis normally creates a sticky at the front of all forum posts announcing an available update. You should also see it in the app if you have the option set to automatically check for updates.
And to view the list of new changes, they should get posted here: (click on the release notes next to the product version) http://www.acronis.com/en-us/support/updates/
Keith
I suggest you send in App feedback describing the issue of attempting to backup to the wrong NAS as the Acronis engineers may no be aware of this issue. Open ATI, click on the ? on bottome leftg handx side, and click on "send feeback" - I would suggest send a copu of the system report - checkbox at bottom of feedback form.
Ian
The patch worked! First time out of the box, so to speak.
Thank you all very much. I'll suspend my efforts to replace TI. I have to say, the free Comodo was looking pretty good, but my investment is in True Image for the continuing period.
Just to add my feedback in here. I have applied the hotfix on my Windows 7 32-bit system but it hasn't resolved the issue for me, however I am not totally sure if it is the same issue that I am seeing, as the credentials issue only fails when my backup task is doing 'consolidation' after a successful backup to my NAS, i.e. doing automatic cleanup.
The task log file shows the following messages:
id=51; date/time=07/12/2016 04:07:23; message=The following backups have been successfully created: \\DROYLS3TB\Backup\ATX-P4-7\Windows7_inc_b6_s6_v1.tib
id=52; date/time=07/12/2016 04:07:23; message= ; line_tag=0x0
Error_Code=AQ==
id=53; date/time=07/12/2016 04:07:24; message=Consolidate Backup Archive
Location: \\DROYLS3TB\Backup\ATX-P4-7\Windows7_inc_b6_s6_v1.tib
Destination: \\DROYLS3TB\Backup\ATX-P4-7\Windows7_inc_b6_s6_v1_B79D9DF2-E860-46DC-870B-3ED540989510.tib
id=54; date/time=07/12/2016 04:07:25; message=Failed to perform consolidation. Ensure that the credentials for accessing folder \\DROYLS3TB\Backup\ATX-P4-7\ are correct.;
Error_Code=ASYA7wEoSqELzE1b... (truncated)
id=55; date/time=07/12/2016 04:07:25; message= ;
id=56; date/time=07/12/2016 04:07:25; message=Access to the file is denied.;
id=57; date/time=07/12/2016 04:07:25; message=Logon failure: unknown user name or bad password;
id=58; date/time=07/12/2016 04:07:25; message=Failed to open data stream. Try to remove the backup from the list, add it again by clicking 'Browse for backup' and recreate the backup settings.;
Given that ATIH had the correct credentials to make a successful backup, there should be no reason why it cannot then use the same credentials to do the consolidation / automatic cleanup! It doesn't make any sense to try Methods 1 or 2 in this situation either when it can successfully do the backup using the NAS name without the need for an alias or using the IP address.
Hi Steve,
Karl and I ran into this with the original beta versions of 2017. Backups would run fine to the NAS up to the point where consolidation was needed. The backups would always be successful, but would report a failure when the consolidation failed. This was a bug, and it's been working fine for me in 2017 5554 though.
Instead of copying an existing backup task, could you test with a small backup that is created from an entirely new backup task (manually configured) where there are 1 or 2 incrementals (manually run those quickly) and only store 1 version chain to get teh consolidation to occur quickly and see if the behavior still exists or not?
For me, I'm not using the newer NAS detection method either. I'm still using the UNC path with IP instead of hostname. Not sure if that makes any difference or not, but wanted to pass it along, in case it does.
Hi Rob, I will give it a try when I have some free time for testing on that particular system.
I'm amazed how patient this community is! This thread has been active for a long time.
I get TIH 2017 authentication error when trying to back up to another Windows 10 desktop share.
It works fine with TIH 2015.
This is absurd. Acronis can not release an upgrade without doiing appropriate basic testing.
I will go back to 2015 until I find out that 2017 is working, probably in a year from now when emails regarding 2018 are sent to customers, with more of the same problems.
I'm sick of TIH.
Also, why in the world did they change the GUI AGAIN? It seems like Acronis has programmers with a NOT INVENTED HERE attitude.
Just venting, since spending a day trying to trouble shoot with tech support is hopeless. Installing - un-installing, recrating backup jobs. Forget it.
Dietmar,
I tried to view your attachment but not sure what app to use, dooesn't work as a word doc?
I understand you are having issue with authentication to another Windows machine on your network. Something that works for me is that before I attempt to backup to another location on my network with 2017 I first establish authentication using Windows File Explorer. Once authenticated in Windows I close the File Explorer and then run the 2017 backup. Authentication is possible every time if I do this. If I do not wutheniticate with Windows first then 2017 will give a test connection failure meaning authentication failed.
This does not occur with all deivces just certain ones. I have a support case open for the behavior at this time. It is an active case still being investigated.
Thanks for your reply.
The attached file is a Word file. It includes print screens of the authentication error. When i click on the attachment, it downloads it to my machine and I can open it.
I have NOT tried your recommendation. But File Explorer is able to connect to my share on the backkup machine. I also tried mapping a drive. That also does not work either. Another problem with your idea is that I run scheduled jobs. I can hardly open File Explorer at the scheduled time.
I went back to 2015 and all is working fine. I hesitate to do any more testing with 2017 because what is all involved. I have to uninstall 2015. Install 2017, AND rebuild all my backup jobs. It it does not work, go back to 2015 and remake all my backup jobs again. NOT good.
Upgrading to 2017 messes up my backup options:
what was set up as a FULL backup gets changed to Incremental. It's just a mess.
Thanks again...
Hi @ Enchantech ,
I use Waterfox and Microsoft Office Enterprise 2007 is installed. I clicked to download the attachment and it opens automatically with Microsoft Word 2007, with no problems.
I have uninstalled 2017/5554 and went back to 2015. Acronis says the HOTFIX will be included in the next release. Will this be 5556? How do I know when this IS released? Will i get notified? Do I have to go the their website and look somewhere?
Where/how is the best place to find out?
Thanks.
Dietmar, any users with ATIH 2017 installed will be notified within the application itself, but for other users, I am sure that there will be posts here in the forum to advise the availability of the new update.
Two issues I saw with your sreenshots...
1) your path was \\desktop\media. Is your remote system (share) called desktop? Can you ping "desktop" and get a reply on the network? I would recommend not using DNS host names in share paths and would stick to the IP address of the remote system (assuming you have a DCHP reservation, or a static IP address or can set it as such). This will rule out DNS issues. I don't think your path is correct though.
2) If this is to a remote computer, it would not be desktop\media unless the computer name is desktop and the exact share is called media. If that is the case, use the IP of desktop such as \\192.168.1.10\media.
3) When you connect to the remote share, you should be prompted with username and password. The user name would be the computername\username on a Windows computer, not just username.
4) There is a bug in 2017 5554 for connecting to any remote share if there are ANY mapped drives in on the system. I suspect this is where the problem is really happening for you when you have 2017 insalled. There is a hotfix that can be applied directly to 2017 to alleviate this issue so that you can create new remote authentication with a share or update existing ones. You don't have to wait until the next release - just apply the current hotfix.
https://kb.acronis.com/node/59051 (do both of these)
Take a backup of your system (full disk backup - offline preferably). Then install 2017 5554 and then apply the hotfix and reboot and try to connect again, making sure that shares are connected correctly - should work. If not, you can restore your backup and be exactly where you were right befor the upgrade as if nothing had changed.
Since you removed 2017, you'll need to keep an eye out for the forum updates announcing it. Those with 2017 installed will see it as an automatic update and be notified through the app. If/when you log into your account and look at products, you'll see the most current version available there as well, but it probably won't pop out that there's a new version - so keep an eye on the forum sticky for 2017 as that's where they're normally announced.
How long typically will it take for the next build to be released? Weeks, months?