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ATI backup stopped with "Unknown Status"

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First attempt to backup the harddrive in my laptop to an external drive, and ATI failed within seconds of starting the backup.  The status bar showed "Preparing data... Calculating time remaining..." for a few seconds, and then the following error message was displayed:

"The latest backup has been stopped. It will be restarted at 9:57 PM. Unknown status."

This cycle was automatically repeated a few times, and then it was hanging at the stage of "Preparing data..." for about 15 min before the backup started.  

When dealing with valuable (or invaluable) backups, any unexplained error messages are unnerving, because they may be indicators of poor robustness of the process and systems.  Thus, I would appreciate any explanation for the initial stoppage of the backup process (with "Unknown status"), and suggestions for how to prevent this in the future.

The backup is scheduled to finish in an hour or so (with additional time for validation thereafter), so I will report if I encounter any further errors.  Thank you.

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J K, I can only suggest checking out the log file(s) for this backup task, assuming it is being run from within Windows and not from rescue media.  (Logs in rescue media are lost as soon as you exit from the media, so need to be saved before exit via the Logs menu option [right-click on the log entry to see a save option]).

There is a new MVP Assistant log viewer tool that has now been made available by Acronis via the Community Tools page.. 

If you have Disks & Partitions backups created on ATI 2020 or later using .tibx files, then look in the Backup Worker logs.

If you have Files & Folders backups using .tib files (or Disk backup using same) then look in the Demon logs.

Steve,

Thanks for your response.  This backup was run from Windows.  The backup was a Disks & Partitions backup (using ATI 2021).  However, I cannot find "Backup Worker" as an option in the "Log Type" menu in the MVP Log Viewer.  I tried looking at all the other log type options:

  • Under TI_console, I found these entries in the relevant timeframe:

12/29/2020 9:52:57 PM: FillBackupStreamOptions: can not get source archive (ArcFormat set by options to 6): Error 0xb0427
12/29/2020 9:54:17 PM: DialogRecoveryPresenter::CalcSubType: task has no versions
 

  • Under Schedul2, there are a large number of entries in the relevant timeframe, among them:

12/29/2020 9:53:10 PM: DsGetDcName: < domain="NT AUTHORITY" > error=1212
12/29/2020 9:53:10 PM: GetUserProfileDirectory > error=87.
...

12/29/2020 9:54:17 PM: Deleted session
12/29/2020 9:54:17 PM: Runner wait for 4294967295 ms
12/29/2020 9:54:17 PM: Task 1-12 completed with exit code=1
 

  • Under VolumeTracker, there are a large number of entries in the relevant timeframe, among them sveveral instances of this error:

12/29/2020 9:54:51 PM: [VolumeTracker][E] : Error 0xfff0: Cannot create a file when that file already exists
 

  • Under SnapAPI and VssRequestor, there are also a large number of entries in the relevant timeframe.

You need to use the MVP Assistant log viewer tool from the Community tools page, not the older MVP Log Viewer tool (which doesn't 'know' about Backup Worker logs as predates them!).

OK, thanks.  What is the recommendation for communicating log info on the forum?  I have uploaded the relevant log files (there are 4 in my case) as attachments, but please let me know if the forum users have another preference.

These are all the log entries that either have type=log & level=err, or have type=commonerror:

12/29/2020 09:53:11:438 PM -05:00 19848 I00000000: Pid: 13608 type=log; level=err; message=io: failed to open '\\?\G:\VU07061_EFI+C_20201229.tibx' (win_err=-2);
12/29/2020 09:53:11:439 PM -05:00 19848 I00000000: Pid: 13608 type=log; level=err; message=io#1: failed to open "\\?\G:\\VU07061_EFI+C_20201229.tibx" (pcs_err=-8);
12/29/2020 09:53:11:439 PM -05:00 19848 I00000000: Pid: 13608 type=log; level=err; message=ar#1: failed to open archive path="\\?\G:\\VU07061_EFI+C_20201229.tibx" mode=readonly uuid=00000000000000000000000000000000, err=-5022 (File not found);
12/29/2020 09:53:11:439 PM -05:00 19848 I00000000: Pid: 13608 type=log; level=err; message=unable to open archive file (err -5022);

...

12/29/2020 09:54:17:424 PM -05:00 19848 I00000000: Pid: 13608 type=commonerror; value=?5cA??@?A backup error.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\da_api\backup.cpp$funcAda_backup::Commit$lineNa!r?(????Failed to create volume snapshot.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\resizer\archive3\backup_partition.cpp$funcAresizer::Archive3ImageBuilder::BackupPartitions$lineNI?6??v???Failed to lock the volume snapshot.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\fdisk\win_snapshot.cpp$funcAwin_snapshot_core::CallSbLock$lineN@ ?R?*{??Unknown status.codeNm?$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\fdisk\ver2\arch\windows\win_errors.cpp$funcAFdisk::AddKstatusError$lineN(?????d??(?codeNm?$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\common\error.cpp$funcACommon::Error::AddWindowsError$lineN3A; id=1;

...

12/29/2020 09:55:51:844 PM -05:00 24348 I00000000: Pid: 4288 type=commonerror; value=?5cA??@?A backup error.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\da_api\backup.cpp$funcAda_backup::Commit$lineNa!r?(????Failed to create volume snapshot.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\resizer\archive3\backup_partition.cpp$funcAresizer::Archive3ImageBuilder::BackupPartitions$lineNI?6??v???Failed to lock the volume snapshot.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\fdisk\win_snapshot.cpp$funcAwin_snapshot_core::CallSbLock$lineN@ ?R?*{??Unknown status.codeNm?$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\fdisk\ver2\arch\windows\win_errors.cpp$funcAFdisk::AddKstatusError$lineN(?????d??(?codeNm?$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\common\error.cpp$funcACommon::Error::AddWindowsError$lineN3A; id=1;

...

12/29/2020 09:57:26:640 PM -05:00 24448 I00000000: Pid: 24060 type=commonerror; value=?5cA??@?A backup error.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\da_api\backup.cpp$funcAda_backup::Commit$lineNa!r?(????Failed to create volume snapshot.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\resizer\archive3\backup_partition.cpp$funcAresizer::Archive3ImageBuilder::BackupPartitions$lineNI?6??v???Failed to lock the volume snapshot.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\fdisk\win_snapshot.cpp$funcAwin_snapshot_core::CallSbLock$lineN@ ?R?*{??Unknown status.codeNm?$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\fdisk\ver2\arch\windows\win_errors.cpp$funcAFdisk::AddKstatusError$lineN(?????d??(?codeNm?$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\common\error.cpp$funcACommon::Error::AddWindowsError$lineN3A; id=1;

 

Attachment Size
563757-209617.log 7.1 KB
563757-209619.log 7.22 KB
563757-209620.log 7.25 KB
563757-209622.log 31.56 KB

J K, the first issue with the above logs is simply that you are 4 builds back level and therefore missing all the fixes for lots of known issues!

Please upgrade from build 30480 to the latest build 35860 version.

Some of the errors noted in the log are actually normal operation with how ATI tests for the presence of .tibx files, so can be ignored.

The other key error is for Microsoft VSS which is used my ATI for capturing snapshot data.

29/12/2020 09:57:26:640 PM -05:00 24448 I00000000: Pid: 24060 type=commonerror; value=?5cA??@?A backup error.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\da_api\backup.cpp$funcAda_backup::Commit$lineNa!r?(????Failed to create volume snapshot.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\resizer\archive3\backup_partition.cpp$funcAresizer::Archive3ImageBuilder::BackupPartitions$lineNI?6??v???Failed to lock the volume snapshot.$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\fdisk\win_snapshot.cpp$funcAwin_snapshot_core::CallSbLock$lineN@ ?R?*{??Unknown status.codeNm?$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\fdisk\ver2\arch\windows\win_errors.cpp$funcAFdisk::AddKstatusError$lineN(?????d??(?codeNm?$moduleAdisk_backup_vs_692$fileAe:\jenkins_agent\workspace\ati-disk_backup\692\product\main\core\common\error.cpp$funcACommon::Error::AddWindowsError$lineN3A; id=1;

The above jumble of error data can be stripped down to three actual useful messages:

Failed to create volume snapshot. 
Failed to lock the volume snapshot. 
Unknown status code.

I would recommend downloading / running the stand-alone Acronis VSS Doctor tool to check for issues and allow the tool to correct any issues found.  (Link below).

For log files uploaded to the forum:
The log files should be zipped to preserve their original file names if sharing in the forums and would need to be less than 3MB in size, otherwise you would need to share the zip file via a Cloud share service such as OneDrive, Dropbox etc.

That is interesting, because I had actually selected "Acronis Snapshot" instead of VSS in the backup options, as I am not running any databases or domain controllers, and some users have reported issues with VSS (based on information in this thread).

Now I see that KB 59440 warns against "Acronis Snapshot" if imaging Windows system disks, so I guess I will re-do it with VSS after I upgrade to build 35860.

Nonetheless, it is counterintuitive that Microsoft VSS would be throwing errors during this backup operation if I selected a different snapshot type...

J K, I haven't needed to use the Acronis Snapshot method for many years (since it was probably the default back in the 2014 version?), and the linked topic thread was for a different product in the Acronis Backup 11.7 forum.

Snapshot errors can have various causes so using the VSS Doctor tool may help to identify any that are or could be relevant.  Running CHKDSK /F for the source drive can also help is disk errors are involved.

It is not so much the VSS service that is at issue it is that the snapshot itself cannot be taken.  This is usually a problem with insufficient free space in which to create the snapshot.