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Event code: 0x000B0080+0x00040011

Thread solved

I'm having problems with a backup which keeps changing the file source. The files normally backed up amount to some 345GB however the last couple of backups topped out at 776GB (taking in excess of 12hrs) when I looked instead of backing up the selected folders in the partition it had changed to backing up the whole partition. I selected the erroneous backup and cleaned up from within the Acronis system. On the next run it did the same thing, rather than wait for the backup to complete I terminated it, when I tried to look at the source destination it returns the following "Failed to open information about backup Photos + other Media_diff_b3_s2_v1.tib. The backup might be incomplete or corrupted".

The further details gives the error code above a search in the support centre returns

"Acronis Support Center

There is no information about this error available now. You can use the links below to search for any additional information that might be available.

What else can I do?

You can contact Acronis Customer Central or check the related topics below for a solution.

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Troubleshooting issues with Acronis Products
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Any help would be appreciated.

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More questions than answers to start here:

What actual version of ATI are you using here?  This is the 2019 forum, your signature shows 2018. 

What build version of ATI (shown on the Account page)?
2019 final build #17750 - 2018 final build #15470

What type of backup are you making here?  Disks & Partitions or Files & Folders?

Please download the MVP Log Viewer tool (link in my signature below) and use this to review the log file for your backup operation. In particular, check for any indication of file system errors or bad sectors / disk read errors etc.

The normal cause of this type of issue is that ATI has found disk errors and switched to using Sector-by-Sector method of image creation, which then is very much larger in size.

Hi Steve

 

Many thanks for you reply, I hadn't realised I hadn't updated my profile and this has now been done.

Running the Log Viewer identified the problem.

This drive is locked by BitLocker Drive Encryption. You must unlock this drive from Control Panel (0xFFF0): ⎂Retry/⎂Ignore/Ignore ⎂All/⎂Cancel
13/10/2019 09:49:26: 00 8072 I0017001A: Error 0x17001a: Failed to create snapshot for backup.
13/10/2019 09:49:26: 00 8072 I000B03F0: Create Backup Archive From: M:\

I'm not sure why the drive was still locked as it's always opened Immediately the PC's is booted up but it does explain the cause. Just a suggestion could the Log Viewer be added to the ATI tools folder>

 

Many thanks for your help

 

Paul

I found one other unanswered thread from 2015 with this error:  https://forum.acronis.com/forum/acronis-true-image-2015-forum/error-message-0x006400d50x000b00800x00040011

True Image is supposed to be able to backup a bitlockered drive in Windows, because, just as you stated, the disk is "unlocked" automatically when booted into the OS.  

Could you open a command prompt (right-click and run as administrator even if logged in with an admin account) and run:

manage-bde -status

That should output the encryption and lock/unlock status of all drives and help verify if it is truly unlocked or not. You can copy and paste the output back here.

If it is unlocked (as it likely is), although super inconvenient, I think the next test would be to remove bitlocker from the drive (make sure all partitions show fully decrypted), then attempt a backup... which should work now.  Then encrypt again, and try to backup again and see if the error is still there or not.  Hopefully not anymore, but if so, will likely need a support case with Acronis directly.

I haven't seen too many issues with backing up a bitlocker drive in Windows (although a handful of times it has come up).  However, there is a long standing bug with the rescue media (WinRE or WinPE with add-ons) not being able correctly backup a bitlocker drive that has been unlocked with manage-bde -unlock in the offline rescue media.  It was supposed to be fixed with this latest 2020 update according to a previous post, but it is still not working and I haven't heard back on my open thread about it yet :(

The MVP tools (logviewer and custom winPE/WinRE rescue media builder) are linked under the "third-party tools" icon in the application.  That re-directs to the KB Article:  59335: Acronis True Image: Community Tools.  Unfortunately, the developer of the logviewer has been inactive for quite some time now.  We've been encouraging Acronis to include a default logviewer back into the app since 2015 (when it was taken out).  Please submit feedback (through the Acronis Windows GUI) and request it too. For as much as the logs are needed for troubleshooting, it would be really useful to have that built in natively with current development.

Hi Bobbo_3C0X1 

Thanks for your input, unfortunately I'm away until the end of the month so I'm not able to try anything until I get back, although I noted another curious event just before I left.

Paul 

Hello Oneeasygeezer (Paul) - I like the name :)

No worries.  Enjoy the time away and if you need more help when you get back, we'll be around.

Hi Bobbo_3C0X1

Well I’m back now and I’m even more confused, I said before I went away that I’d discovered something strange which was that I used the “ clean up versions” and selected the failed back up, this then generated a trashbox and the system then moved the file to that location. However, when I ran a back up just before I went away it ran the backup but in the trashbox! I had expected that when versions had been cleaned up they would be classed as deleted by the programme or have I got that wrong?

Returning yesterday I fired up the PC and left it to it’s own devices as I knew that all the backups would run other than the monthly ones because we’d been away over a week. Later that evening before locking up I went to see if all the schedules had finished only to discover that none of them had run and they all showed as had no backup scheduled!! When I looked at the list of backups I noticed that the names had changed having had the last backup name appended to it i.e. Win10 OS  was now showing as Win10 OS_inc_b23_s4_v1 what’s even stranger is that I only run differential backups and now it was starting to run incremental backup mid cycle!!!!!!!!!!..

I’m now in the process of deleting everything and creating new backups from scratch so I’m not expecting you to help other than can you think of any reason for the strange occurrences?  I would add that I’ve been using ATI for many years with no major problems. Many thanks for your offer of help.

 

Paul

Oneeasygeezer wrote:
...
When I looked at the list of backups I noticed that the names had changed having had the last backup name appended to it i.e. Win10 OS  was now showing as Win10 OS_inc_b23_s4_v1 what’s even stranger is that I only run differential backups and now it was starting to run incremental backup mid cycle!!!!!!!!!!..

Does the destination of your backup have old backup files with no corresponding backup task, or is the destination a NAS that has backups from another computer? It sounds like ATI has found orphaned backups and decided to automatically add them for you. 

Do you have any of your original tasks, or are they all these added ones? If ATI could find none of your backup tasks it perhaps implies you have a corrupted ATI database.

Hi Patrick

The NAS stores backups from all the households computers, when the stated number of version chains are exceed ATI moves the old chain to a Trashbox it creates, which I clear out routinely yet ATI seems to still deem these files as being available and the same thing with cleaned up versions which surely defeats the whole object of moving them to the trashbox.

All of the original tasks have been renamed with names of older files in the trashbox and all of the schedules have been deleted so I've had to delete everything and start over again and everything's now up and running again but I've no idea what's caused the mayhem.