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Acronis true image 2019 no longer runs the backup in cloud

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The error, translated in english, is "unable to access file". I don't understand the problem. Acronis True image 2019 is updated and I have already tried to repair with an installation over. What can I do? It's urgent!

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Maxwell, without the full log for this issue, it is difficult to do anything else but guess at a reason for the error you are seeing.

The last time I encountered such an error, it was caused by my antivirus program blocking a particular file that it deemed to be malware.

Please download the MVP Log Viewer tool and use this to look at the full log file and get more information about what file is involved here?  Link below to the tool.

Ok, I downloaded here:

http://dl2.acronis.com/u/tools/ReadLogFileNewGen.exe

ATI Demon started. Version: 23.5.1.17750.
00 7196 I00640002: Operazione SAMSUNG omissis avviata con pianificazione.
00 7196 I013C0000: Operazione: Backup
00 7196 I013C0000: Tipo di backup: ibrido (a livello del disco)
00 7196 I013C0000: Operazione: Consolidamento
00 7196 I0064000B: Priorità modificata in Bassa
00 7196 E00040014: Error 0x40014: Impossibile accedere al file.
00 7196 W00170803: Error 0x170803: Operazione interrotta.
00 7196 E00040014: Error 0x40014: Impossibile accedere al file.
00 7196 E013C0005: Error 0x13c0005: Operazione completata senza errori.

What is it the problem?

In this pc there is bitdefender.

It just says "error, cannot be accessed" which is pretty vague. I would contact Acronis technical support and open a chat support case with them. 

Maxwell, when using the MVP Log Viewer tool, please use the Regular view of the log, not the Short view, as this does not give all the details needed to understand this issue.

See below for a log from when I saw a similar error with a Cloud backup.

2018-07-27T14:42:27:025+00:00 4824 I00640002: Operation My partitions started manually.
2018-07-27T14:42:28:099+00:00 4824 I013C0000: Operation: Backup
2018-07-27T14:42:28:100+00:00 4824 I013C0000: Backup type: hybrid (disk level)
2018-07-27T14:42:28:105+00:00 4824 I013C0000: Operation: Consolidation
2018-07-27T14:42:28:107+00:00 4824 I0064000B: Priority changed to Low.
2018-07-27T16:33:06:758+00:00 4824 E00040014: Error 0x40014: Access to the file is denied.
| trace level: error
| line: 0xa8a1022bd18ae02d
| file: c:\bs_hudson\workspace\431\core\file\windows\winnt_backup.cpp:171
| function: `anonymous-namespace'::FileHandle::init
| line: 0xa8a1022bd18ae02d, c:\bs_hudson\workspace\431\core\file\windows\winnt_backup.cpp:171, `anonymous-namespace'::FileHandle::init
| function: CreateFileW
| path: \\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy1\Windows\System32\en-US\slcext.dll.mui
| $module: ti_demon_vs_12510
|
| error 0xfff0: Access is denied
| line: 0xbd28fdbd64edb8f1
| file: c:\bs_hudson\workspace\431\core\common\error.cpp:307
| function: Common::Error::AddWindowsError
| line: 0xbd28fdbd64edb8f1, c:\bs_hudson\workspace\431\core\common\error.cpp:307, Common::Error::AddWindowsError
| code: 0x80070005
| $module: ti_demon_vs_12510
2018-07-27T16:33:07:070+00:00 4824 W00170803: Error 0x170803: Operation has been aborted.
| trace level: warning
| line: 0xbe4a335cc601f5e5
| file: c:\bs_hudson\workspace\431\archive\ver2\file\operation.cpp:61
| function: ArchiveApi::OperationImpl::PrepareError
| line: 0xbe4a335cc601f5e5, c:\bs_hudson\workspace\431\archive\ver2\file\operation.cpp:61, ArchiveApi::OperationImpl::PrepareError
| $module: ti_demon_vs_12510
2018-07-27T16:33:08:185+00:00 4824 E00040014: Error 0x40014: Access to the file is denied.
| trace level: error
| line: 0xa8a1022bd18ae02d
| file: c:\bs_hudson\workspace\431\core\file\windows\winnt_backup.cpp:171
| function: `anonymous-namespace'::FileHandle::init
| line: 0xa8a1022bd18ae02d, c:\bs_hudson\workspace\431\core\file\windows\winnt_backup.cpp:171, `anonymous-namespace'::FileHandle::init
| function: CreateFileW
| path: \\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy1\Windows\System32\en-US\slcext.dll.mui
| $module: ti_demon_vs_12510
|
| error 0xfff0: Access is denied
| line: 0xbd28fdbd64edb8f1
| file: c:\bs_hudson\workspace\431\core\common\error.cpp:307
| function: Common::Error::AddWindowsError
| line: 0xbd28fdbd64edb8f1, c:\bs_hudson\workspace\431\core\common\error.cpp:307, Common::Error::AddWindowsError
| code: 0x80070005
| $module: ti_demon_vs_12510
2018-07-27T16:33:46:708+00:00 4824 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bce5f
| file: c:\bs_hudson\workspace\431\products\imager\demon\main.cpp:617
| function: main
| line: 0x9f2c53c72e8bce5f, c:\bs_hudson\workspace\431\products\imager\demon\main.cpp:617, main
| $module: ti_demon_vs_12510

For the above, my antivirus program was flagging the file mentioned above  "path: \\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy1\Windows\System32\en-US\slcext.dll.mui" as a false-positive malware item and was quarantining the file!

21/04/2019 23:40:38: +02:00 17804 I00000000: -----
21/04/2019 23:40:38: +02:00 17804 I00000000: ATI Demon started. Version: 23.5.1.17750.
21/04/2019 23:40:38: +02:00 17804 I00640002: Operazione SAMSUNG avviata con pianificazione.
21/04/2019 23:40:40: +02:00 17804 I013C0000: Operazione: Backup
21/04/2019 23:40:40: +02:00 17804 I013C0000: Tipo di backup: ibrido (a livello del disco)
21/04/2019 23:40:40: +02:00 17804 I013C0000: Operazione: Consolidamento
21/04/2019 23:40:40: +02:00 17804 I0064000B: Priorità modificata in Bassa
21/04/2019 23:42:30: +02:00 17804 E00040014: Error 0x40014: Impossibile accedere al file.
| livello traccia: errore
| line: 0xa8a1022bd18ae02d
| file: c:\bs_hudson\workspace\790\core\file\windows\winnt_backup.cpp:171
| funzione: `anonymous-namespace'::FileHandle::init
| line: 0xa8a1022bd18ae02d, c:\bs_hudson\workspace\790\core\file\windows\winnt_backup.cpp:171, `anonymous-namespace'::FileHandle::init
| function: CreateFileW
| path: \\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy11\Program Files\Nero\Secur360 Driver Updater\DriverUpdater.exe
| $module: ti_demon_vs_17750
|
| error 0xfff0: Accesso negato
| line: 0xbd28fdbd64edb8f1
| file: c:\bs_hudson\workspace\790\core\common\error.cpp:307
| funzione: Common::Error::AddWindowsError
| line: 0xbd28fdbd64edb8f1, c:\bs_hudson\workspace\790\core\common\error.cpp:307, Common::Error::AddWindowsError
| code: 0x80070005
| $module: ti_demon_vs_17750
21/04/2019 23:42:30: +02:00 17804 W00170803: Error 0x170803: Operazione interrotta.
| livello traccia: attenzione
| line: 0xbe4a335cc601f5e5
| file: c:\bs_hudson\workspace\790\archive\ver2\file\operation.cpp:61
| funzione: ArchiveApi::OperationImpl::PrepareError
| line: 0xbe4a335cc601f5e5, c:\bs_hudson\workspace\790\archive\ver2\file\operation.cpp:61, ArchiveApi::OperationImpl::PrepareError
| $module: ti_demon_vs_17750
21/04/2019 23:42:30: +02:00 17804 E00040014: Error 0x40014: Impossibile accedere al file.
| livello traccia: errore
| line: 0xa8a1022bd18ae02d
| file: c:\bs_hudson\workspace\790\core\file\windows\winnt_backup.cpp:171
| funzione: `anonymous-namespace'::FileHandle::init
| line: 0xa8a1022bd18ae02d, c:\bs_hudson\workspace\790\core\file\windows\winnt_backup.cpp:171, `anonymous-namespace'::FileHandle::init
| function: CreateFileW
| path: \\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy11\Program Files\Nero\Secur360 Driver Updater\DriverUpdater.exe
| $module: ti_demon_vs_17750
|
| error 0xfff0: Accesso negato
| line: 0xbd28fdbd64edb8f1
| file: c:\bs_hudson\workspace\790\core\common\error.cpp:307
| funzione: Common::Error::AddWindowsError
| line: 0xbd28fdbd64edb8f1, c:\bs_hudson\workspace\790\core\common\error.cpp:307, Common::Error::AddWindowsError
| code: 0x80070005
| $module: ti_demon_vs_17750
21/04/2019 23:43:01: +02:00 17804 E013C0005: Error 0x13c0005: Operazione completata senza errori.
| livello traccia: errore
| line: 0x9f2c53c72e8bcec0
| file: c:\bs_hudson\workspace\790\products\imager\demon\main.cpp:714
| funzione: main
| line: 0x9f2c53c72e8bcec0, c:\bs_hudson\workspace\790\products\imager\demon\main.cpp:714, main
| $module: ti_demon_vs_17750

Start: 21/04/2019 23:40:38 
Stop: 21/04/2019 23:43:01 
Total Time: 00:02:23 

Maxwell, the enhanced log shows that the file at issue here is:

path: \\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy11\Program Files\Nero\Secur360 Driver Updater\DriverUpdater.exe

I would recommend checking your BitDefender logs for any mention of C:Program Files\Nero\Secur360 Driver Updater\DriverUpdater.exe being flagged as malware or quarantined?

The file is being accessed by ATI after it has been copied to the Microsoft VSS snapshot location (\\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy11) which is the same behaviour that I was seeing for my own issue of this type.

One option here is to switch from using VSS for the Cloud backup in the Advanced settings for your ATI task - see screen image below - try using Acronis snapshot method instead.

Well, DriverUpdater.exe is not malware, and it's does not in quarantined.

Thanks. Now I'm doing backup (all unit C:) with option "acronis snapshot" but I read that:

Do NOT use the option "Acronis snapshot" for "Entire PC" backups and for Windows system disk backups. Otherwise the operating system, restored from such backups, may not boot. Use only the "VSS" option for Entire PC backups and backups of Windows system disk.

https://kb.acronis.com/content/59440

So, "acronis snapshot" is it good choise for backup all Unit C: ?

 

Maxwell, the Acronis snapshot method was the default used for older versions of ATI from 2014 and earlier, so there should not be any real issues with using it, but always best to have more than one types of backup, i.e. one to the Cloud, but another to a local external drive, plus one kept in offline storage.

Ok, Steve, so acronis snapshot is it good choise for backup windows system (unit C) or may not boot?

 

Later, I will try to backup with VVS option and Nero Secur360 Driver Updater uninstalled. Is it good idea?

Maxwell, the warning message must have been written for a reason but I have not come across any users telling of problems with booting after using the Acronis snapshot method and doing a recovery.

One other option to try is to whitelist the main Acronis program files for your BitDefender and any other security applications you may have installed.

See KB 36429: Acronis Software: exclude program folders and executables from antivirus and other security programs - and
KB 46430: Acronis Software: Making Acronis Products Compatible with Antivirus Software

I have done this myself as well as reporting the false positive report to the vendor of my antivirus program (Comodo Internet Security) and have not seen the issue again since last July!

Hi Steve, well, I have performed the backup (acronis cloud) with Acronis snapshot option and the whole process has ended successfully. Later, I have uninstalled Nero Secur360 Driver Updater and I have performed the backup with VSS option, and also in this case, backup (acronis cloud) has been executed correctly.

Thanks Steve.

Thanks for the update / feedback, glad that the backups have been successful.

Ok Steve, I reported the false positive, about Nero Secur360 Driver Updater, to bitdefender technical support. I have also informed Acronis about this.

Thanks.