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Cannot open backup location, authentication failed

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I am running True Image 2018,  build 12510.   I have a central server (Defiant) running windows 7 and I have 2 computers running windows 10 that backup to \\defiant\backup1 ...   shares exported from Defiant.   I noticed that Defiant recently rebooted due to an update.  Since then 1 of the 2 computers cannot access backups through Acronis -- but I can see everything via windows explorer from all computers.

As an experiment I went to one of the computers that was having problems and I created a new backup.  I was surprised that I was able to set the backup location as \\defiant\backup1\Marvin   I then ran the backup without problems.  Immediately after that I clicked on the backup and tried to open the location.  I was challenged for credentials (never had to supply credentials to run the backup).  and when I provide valid credentials it says "Access to the file is denied"  - even though Acronis created the file just a few moments ago.

If I go to C:\ProgramData\Acronis\TrueImageHome\Scripts and look at the two backups I notice that my old backups had username/password information stored for each volumne_location but the backup I just ran does not

This is making me nervous.  This is the second time my backups have become inaccessible.  I need some confidence that these backups will be available if needed.

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Jim, it is possible that the information held by Acronis does not fully match the path or credentials for your backup location after the server upgrade but seems strange that a new backup was able to use your stored credentials to create a backup image without issue.

Please see KB 58004: Acronis True Image 2016: Troubleshooting Issues Related to NAS Credentials - which still applies to later ATI versions and will show you where ATI stores credentials, to allow you to purge and recreate them as needed.

If you are able to access your backup image files on the server from within Windows, then in the event of a recovery, you would always have the option of transferring those files to an external drive to use for that purpose, instead of recovering across your network.

Is \\defiant\backup1 a public or private share?  If private, you must have given ATI its credentials at some point in the past.  These are saved (in encrypted or otherwise munged form) in the registry.  If ATI is prompting for credentials again, it must think this is a different drive - different from the one it just used as destination and one for which it doesn't have credentials.  Odd.

If \\defiant\backup1 is a public share then it sounds like ATI thinks you are trying to access it as a private share.  But you mentioned that you provided the correct credentials so it sounds like this is a private share.

Beginner
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Comments: 2

Thank you for all the replies,  good information!

In my original post I mentioned a number of different computers and issues.   I would like to narrow this down and work on what I believe to be the most basic problem first and then look at the others later.

In my first post I mentioned a problem where I ran TrueImage on a computer called Marvin, a Windows 10 box.  Things have changed since my first post.  Things are working from an Acronis perspective but there are still issues.

I have used the Credential Manager on Marvin to enter credentials for Defiant,  user root.

I used regedit to delete the smb node to remove all past smb passwords. I create a new backup,  perform a backup,  open the backup location,  and restore files from this machine. I backed up to \\Defiant\Backup1\Marvin2 - no credentials were required (I assume TrueImage read them out of Credential Manager)  The current odd behavior is that Windows Explorer shows Defiant in the Network list but will not let me navigate into it.  However,  after I run TrueImage and perform the backup,  now Windows Explorer DOES allow me to navigate into Defiant and shows all the shares, and it allows me to navigate into Defiant\Backup1 (the backup used by Marvin).  However,  I CANNOT navigate into any of the other shares exported by Defiant - it says "Windows cannot access"  

However, I would like to take on the following problem:

Problem:  Windows 7 machine "Defiant".  Static IP 192.168.15.20 Has 2 external local USB drives exposed as shares \\Defiant\Backup1 \\Defiant\Backup2  Permissions Everyone: full control, change, read

usb drive Backup2 is mounted as drive O,  O:\Backup is shared as Backup2  \\Defiant\Backup2

I realize that I do not need to access these drives as a windows share because they are on the local machine.  However, the other computers in the house DO need to access them as a windows share and this is not working either.  I figure if I can get this working for Defiant (and it was working before) then I will have fixed it for the remote computers.

Windows Explorer can access the backup folder \\Defiant\Backup2\Defiant2 without problems. I have other programs like Kodi that can access these shares and other internal drives that are also exposed as windows shares using paths like \\Defiant\MediaServer0

Run Acronis True Image 2018 and create a new backup.  Change Destination.  Browse.

Enter \\Defiant\Backup2\Defiant2 at the top of the window and hit enter

Authentication Settings window opens:  Path:  \\defiant\Backup2  asks for user name, password.   I do not have a domain.   I tried user name root and also Defiant\root with the valid password.   It says "Connection Failed"

Enter \\192.168.15.20\Backup2\Defiant2 at the top of the window and hit enter

Same issues as using the machine name Defiant

Use the Acronis UI to navigate to O:\Backup\Defiant2

Works, no problems

I tried clearing out the smb cached passwords as suggested in the troubleshooting link,  no help. 

This was all working as of last week.  No changes to hardware.  No password changes.  I assume this is not a name resolution issue since it fails when the IP address is used.   I don't see how this is a permissions problem since I am logged in as root and have supplied the root credentials when asked, and the shares permissions are Everyone: full control ...

I have BitDefender installed.  I have turned of all features but it has not helped.

I attached the ti_console.0.log The error says No Internet connection

2019-01-13T12:07:20:868-06:00 6780 E01900002: Error 0x1900002: No Internet connection.
| trace level: error
| line: 0x54350d6c765236b7
| file: c:\bs_hudson\workspace\431\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\bs_hudson\workspace\431\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_12510
2019-01-13T12:07:20:868-06:00 6780 W01900002: Error 0x1900002: No Internet connection.
| trace level: warning
| line: 0x54350d6c765236b7
| file: c:\bs_hudson\workspace\431\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\bs_hudson\workspace\431\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_12510

Any help is appreciated

Attachment Size
485815-162739.log 35.4 KB

Jim, the log quoted above is not relevant to this issue.

Please see webpage: How to access files on network devices using SMBv1 on Windows 10 - which may have more relevance given your Windows 10 computers accessing shares on a Windows 7 server.

See also webpage: SMBv1 is not installed by default in Windows 10 Fall Creators Update and Windows Server, version 1709 and later versions