Can't backup bitlocked drives / May 2019 Update

There should be no issue with backing up a BitLocker encrypted drive when using the ATI 2019 application running from within Windows - the other forum threads were mainly focusing on an issue where the backup was being done from the ATI 2019 Rescue Media booting from USB or DVD.

Are you running your ATI 2019 Backup task using an Administrator account as is required?

See KB 56619: Acronis True Image: compatibility with BitLocker - for the official statements from Acronis on this topic.

That has been my experience as well until this happened (i.e., it worked fine).  I was hopeful based on those threads that the issue was more widespread than just me.  To confirm, others can backup a bitlocker encrypted boot drive on windows 10 version 1903 without issue?  If so, I will continue to troubleshoot.

Edit:  To add, I've tried the clean-up tool and have tried ATI 2019 and 2016.  I've tried with safeboot on and off; with bitlocker suspended and active (but not off); and with HVCI on and off (though all versions of ATI seem to not like HVCI, a/k/a memory integrity, being on).  None of these steps, including ATI reinstalls and clean up in between, made a difference.  I will probably try a clean install of windows if no one else can replicate in a week or so.

Is this happening from Windows or the rescue media?  I'm backing up a bitlocker drive in Windows just fine, but the rescue media has been a no-go for quite some time.  I can unlock the disk with rescue media using bde-manage from command prompt, but the rescue media still says the disk needs to be unlocked or decrypted first - even though the disk was successfully unlocked and all data on it is fully accessible to True Image, command prompt, and third party tools like A43.exe file explorer.

If this is happening in the Acronis GUI in Windows, try re-picking the source and the destination in the backup task again - even if it looks exactly the same. It may be that the disk ID has changed due to a re-encryption of the drive or after a major Windows update, or if you've manually repartitioned the drive in Windows or with any third party tools.  All of these can change the disk ID and require it to be re-selected as the source or destination (depending) so I'd just re-pick both in the task to be sure.

Thanks for the reply.   Backup will not work from within windows.  I cannot select the C partition that has bitlocker as a source (I am told it is locked).  If I select the option to backup everything, that also fails with the source not selected error when I try to run the backup.

I don't know if it was the update to the May 2019 release of windows 10 that caused this or something else.  I was separately also trying to get ATI 2019 to work with HVIC enabled, but gave up on that.  Do you have the same release of windows and can you confirm all works with bitlocker?

JustWantItToWork, could you try opening Windows' own "System Protection" window? Does it open fine or errors out?

1. Open Windows Start menu
2. Type "control panel" without quotes, then hit Enter on keyboard
3. Navigate to System - System Protection

We have discovered that on some systems with this symptom an important entry is missing from the registry: volsnap, in the registry parameter UpperFilters under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71a27cdd-812a-11d0-bec7-08002be2092f}. The absence of volsnap entry breaks not only Acronis operations with disks, but Windows own functions.

Could you also share a screenshot of how the parameter UpperFilter looks like in your case?

1. Open Windows Start Menu
2. Type regedit, press Enter
3. Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71a27cdd-812a-11d0-bec7-08002be2092f}
4. Make a screenshot

Also, could you share output of the attached console program?

1. Download and unzip the file in attachment
2. Press and hold Shift button, right-click the unpacked .exe file
3. Select Copy as path
4. Open Window Start menu
5. Type cmd
6. Right-click the found "Command Prompt", select Run as administrator
7. Right-click inside the opened cmd window to paste the path
8. Type " dump > path-to-a-txt-file" (without quotes) and press Enter on keyboard, for example:

"C:\Users\User\Desktop\fltsrv_control.x86.exe\fltsrv_control.x86.exe" dump > C:\dump.txt

Share the produced dump.txt. It would show which Windows and third-party drivers are loaded currently, that participate in Acronis' interaction with the disk system and can potentially interfere.

If possible, please open a new support ticket, referencing this forum thread.

Thank you!

Slava -- Thanks for that solution.  Volsnap was missing.  I added it and initially received a BSoD regarding inaccessible boot device for my efforts.  I used the F8 recovery tool to access the command line and removed the volsnap entry via regedit, which let me get back into windows.  The other existing entry in the string was klbackupdisk, related to kaspersky I assume.  I uninstalled kaspersky, which removed that entry.  I then added volsnap back into the string, and was able to boot without any error.  I then reinstalled both kaspersky and acronis, and now everything works.  The current string value is "klbackupdisk volsnap fltsrv".   I have no idea how volsnap originally got removed or why originally adding it back fatally prevented me from booting.  That said, thanks again for the help, it was the answer.

Thanks for the last two messages, this is the only thread I found that helped me.

I had the same problem that ATI 2020 didn't backup BitLocker partitions even they're unlocked. I also had Kaspersky, and tried to uninstall ATI & Kaspersky completely, but it didn't help.

I found UpperFilter in the registry didn't contain volsnap entry. So I uninstalled ATI & Kaspersky, added volsnap manually before fltsrv, rebooting successfully, then installing ATI & Kaspersky. Then finally I had success.

Another link that helped me is https://borncity.com/win/2019/11/24/windows-10-acronis-2020-bricks-system-restore/