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No backup creation possible

Thread solved

Hello, everyone,

have been using ATI for many years. So also on my new PC. Currently I have the latest version 2020 installed and activated.
Now to my request: Unfortunately, it is not possible to create a single backup! It is irrelevant whether I want to create a file backup or an image. It also does not matter if I want to store the backup on NAS or on the local HDD. Unfortunately nothing works!

The backup can be set up normally. If you start the backup manually, a message appears, that the backup is checked and the time is calculated. Unfortunately, all my attempts remain in this mask even after hours.
If I try to stop the backup job, this is also not possible.

In the meantime I have reinstalled the software 3 times and repaired it once. Unfortunately no change of the state. 

In my PC there are 2 NVME-SSD, 1 of which contains the operating system, UEFI and recovery partition. Operating system is a current Win10-64.

Unfortunately I do not know what to do. Maybe someone can help here. I never had anything like this with ATI.

regards
Marcus

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Marcus, welcome to these public User Forums.

Please can you collect an Acronis System Report zip file and share this with us so that we can take a look to see if there is anything obvious that could be causing the issues you describe?
The zip file is likely to be larger than the 3MB file size limit for attaching to this forum so you may need to share this via a service such as Google Drive, OneDrive etc.

Have you raised this issue directly with Acronis by opening a support ticket?  If not, then would suggest doing so as it seems very unusual!

Do you have any form of encryption in play on this computer?

Hello Steve, thanks for your warm welcome.

Acronis System Report you will find here: Acronis System Report
 

Yes, i've opened a support ticket at Acronis. No answer yet. No encryption on this computer.

Marcus, thank you for the system report zip file.

I am seeing a couple of key issues in the logs:

First and most important:  Your ATI 2020 application is not correctly activated according to the ti_licensing.0.log entries.

17/05/2020 08:45:16:859 PM Legacy activation (attempt: 1): Failed to activate with error: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.
17/05/2020 08:45:19:129 PM Legacy activation (attempt: 1): Failed to activate with error: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.
17/05/2020 08:45:28:882 PM Legacy activation (attempt: 2): Failed to activate with error: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.
17/05/2020 08:45:31:181 PM Legacy activation (attempt: 2): Failed to activate with error: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.
17/05/2020 08:45:38:890 PM Unable to Activate perpetual license: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.
17/05/2020 08:45:38:890 PM Failed to parse activation blob
17/05/2020 08:45:38:890 PM Set activation error. 1 ('') -> 16 ('')
17/05/2020 08:45:41:192 PM Unable to Activate perpetual license: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.
17/05/2020 08:45:41:193 PM Set activation error. 16 ('') -> 16 ('')
18/05/2020 07:50:56:033 AM Legacy activation (attempt: 1): Failed to activate with error: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.
18/05/2020 07:51:08:080 AM Legacy activation (attempt: 2): Failed to activate with error: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.
18/05/2020 07:51:18:081 AM Unable to Activate perpetual license: Error 0xca0009: Es konnte keine Rückmeldung vom Server erhalten werden.

Second: There may be a VSS error at work here for which I would recommend downloading & using the Acronis VSS Doctor tool.

18/05/2020 07:25:06:617 AM ATI Demon started. Version: 24.6.1.25700.
18/05/2020 07:25:06:644 AM Attribute für Backup-Reservekopie: format tib; need_reserve_backup_copy false;
18/05/2020 07:25:06:644 AM Aktion TPP1-Daten wurde per Planung gestartet.
18/05/2020 07:25:06:674 AM Attribute für Backup-Reservekopie: format tib; need_reserve_backup_copy false;
18/05/2020 07:25:06:675 AM Aktion: Backup
18/05/2020 07:25:06:675 AM Priorität geändert in 'Niedrig'
18/05/2020 07:25:11:198 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 1
18/05/2020 07:26:14:896 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 2
18/05/2020 07:27:18:608 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 3
18/05/2020 07:28:22:174 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 4
18/05/2020 07:29:25:677 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 5
18/05/2020 07:30:29:283 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 6
18/05/2020 07:31:32:922 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 7
18/05/2020 07:32:36:849 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 8
18/05/2020 07:33:40:463 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 9
18/05/2020 07:34:44:386 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 10
18/05/2020 07:35:48:249 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 11
18/05/2020 07:36:51:827 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 12
18/05/2020 07:37:55:556 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 13
18/05/2020 07:38:59:144 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 14
18/05/2020 07:40:02:899 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 15
18/05/2020 07:41:06:928 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 16
18/05/2020 07:42:10:635 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 17
18/05/2020 07:43:14:735 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 18
18/05/2020 07:44:18:459 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 19
18/05/2020 07:45:22:118 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 20
18/05/2020 07:46:25:925 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 21
18/05/2020 07:47:29:604 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 22
18/05/2020 07:48:33:312 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 23
18/05/2020 07:49:37:285 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 24
18/05/2020 07:50:41:734 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 25
18/05/2020 07:51:46:348 AM Error 0x13c0014: Erneuter Versuch zur Volumenschattenkopie (VSS): 26

Hello Steve,

first of all, you are my hero!

Using the Acronis VSS Doctor Tool show me the right way. VSS was the reason of mailfunction. 
I cloned the SSD with a tool named easeus. The tool did set special characters for partion name and so VSS couldn't work correct. VVS Doctor Tool shows me the error messages in eventlog and Google present me a thread were someone has simular problems.

After correcting the partition names with the open source GPT fdisk tool like here in the forum descriped (https://community.acer.com/en/discussion/comment/423300#Comment_423300) and after a reboot the vss services will run fine. ATI does the backup as well as I know in the past.

So at this point: Thank you so much! 

regards and stay save
Marcus