Online Backup Barf? Event code: 0x00980192

I made the same purchase and have experienced the same error 4 times since yesterday.

Ditto

Same problem

Same problem.

I'm seeing the same thing - the previous command (Locking partition C...) looks OK, followed by an error message "Request Timeout Expired". Over a series of days, I have been able to SLOWLY upload about 6 GB of backup data but now it seems to be stalled. Running ATI 2010 build 6053, Win XP Version 2002, SP3.

Same problem !!!

Request timeout expired. What wrong ?

Domenic

EXACT same problem. I initially did a small backup (89 MB) to test the program before buying. Worked perfectly. Paid the subscription and haven't been able to perform a full backup since (96 GB). Times out during every attempt. We CAN"T be the only people having this problem!

I had a very courteous chat experience and was told to delete my client.crt file (possibly corrupted) and then try another backup. Didn't work for me but maybe it will for one of you.

BTW: Windows 7 x64

HI,

I am having the same issue. I have to keep trying and it moves very slowly. Then when it crashes out, try it again. I am having concerns that this will be a reliable backup system moving forward...

My speed tested is:
25mb down 5 mb up

Running 2010 client
Win 7 64 bit

Hope someone from Acronis is watching this... This can be a fast way to loose a lot of clients.

I have had a second online chat session. An excerpt is below:

-----------------------------

*****: Ron, I have researched on this issue and found that this is a very frequent issue our customers are facing.

***** : I need to escalate this case to the expert team to get the exact resolution to this for you.

RonBor: Yes, that is correct. There are several postings in your forum.

---------------------------

I suggest that all of you contact chat support so they get an idea of the magnitude of this problem.

Personal information was edited according to Forum Rules by Alexander.

HI, i also had a chat session with acronis support,

they ask me to collect basivly 2 things to be able to founs the exact cause of this issue :

===================================
Hello Dominic,

Thank you for contacting Acronis Customer Central. My name is Shweta.

As per our chat interaction I am sending you this email. In order to get the details regarding the Online backup issue we require certain reports from you.

1) For the steps to create the PCAP logs, please refer to the link provided below:

http://kb.acronis.com/content/1763

2) For creating the Acronis System Report, please refer to the link provided below:

http://kb.acronis.com/content/3529

3) Please check that a valid certificate is present in this location:

\ProgramData\Acronis\TrueImageHome\OnlineBackup\\client.crt

You can double-click to open it in Windows and check the below field:
Valid from [DATE when it was issued to DATE when it expires]

4) Let us know the exact time if possible when this error message came.

5) Let us know if you are using a static IP address or a dynamic IP address.

I look forward to your reply.

Regards,
Shweta Sharma
Support professional
Acronis Customer Central
www.acronis.com/support/
==================================

but my PCAP log are too big to be sent by email, im wondering if acronis has a FTP site which we can dump big file like over 500meg....

thanks
Domenic

Also error logs look like : see attached file ...

Domenic

version="1.0" encoding="UTF-8" ?
log build="6053" product="Acronis True Image Home" task="xxx" task_name="Online Backup" uuid=xxx" version="13.0"
event code="2" id="1" level="2" message="Operation Online Backup started." module="100" time="1264907880"
event code="402" id="2" level="4" line_tag="xxx" message="Request timeout expired." module="152" time="1264907969"
event code="503" id="3" level="2" message="Analyzing partition '0-0'..." module="1" time="1264908314"
event code="503" id="4" level="2" message="Analyzing partition '1-1'..." module="1" time="1264908314"
event code="503" id="5" level="2" message="Analyzing partition 'C:'..." module="1" time="1264908315"
event code="503" id="6" level="2" message="Analyzing partition 'L:'..." module="1" time="1264908315"
event code="503" id="7" level="2" message="Analyzing partition '0-0'..." module="1" time="1264908315"
event code="503" id="8" level="2" message="Analyzing partition 'I:'..." module="1" time="1264908316"
event code="503" id="9" level="2" message="Analyzing partition '0-0'..." module="1" time="1264908317"
event code="503" id="10" level="2" message="Analyzing partition 'M:'..." module="1" time="1264908318"
event code="506" id="11" level="2" message="Locking partition L:..." module="1" time="1264908319"
event code="97" id="12" level="3" line_tag="xxx" message="Request result error." module="152" time="1264912049"
event code="2049" id="13" level="3" line_tag="xxx" message="Operation has been stopped." module="23" time="1264912536"
event code="5" id="14" level="4" message="Operation has completed with errors." module="100" time="1264912571"
log

Domenic:

Here is the URL to their FTP site where they asked me to upload the same information:

ok thanks, but does this ftp site is for your case only of for all of them ?

i think is better to wait a email back from acronis support about the ftp site for my case...

thanks
Domenic

I have had 7 failed attempts as well. Most times it gets a little further along. Errors not always the same. I open case via their support forum and attached one of the logs. Seems this product is ready for prime time.

Without any intervention from me or changing anything, my 3 GB backup worked overnight. Did anyone else have success? If so, it might give me confidence that Acronis fixed something on their end.

Unfortunatery, my last try yesterday fail in the same way...

Error request timeout... I still don't know what wrong

domenic

Backup ran for a while yesterday, storing an additional 1 GB. The stopped again with same request timeout error. Sounds like it might be an Acronis server-side problem...

Now my Online backup status shows that it is "running" (even though it REALLY isn't). Doing a right click and trying to STOP the backup it does NOT work. The scheduler no longer even tries to do a backup now since it thinks that ONLINE backup is in progress, so it now is preventing regular system backups to my backup hard drive, effectively making ATI useless for ANY backups.

How do I terminate this process??

Acronis backup SW worked great for me before. But ATI Online backup does not work - AND now it's preventing regular network backups.

I really don't have the time to debug beta SW...

Dear customers,

I want to update you regarding this issue "Request timeout expired". We are collecting all information related to Online Backup issues, and escalating it to our Top Management for fixing.

I have collected all details you provided in this thread, and forwarded the request to the responsible person. I'm sorry for the inconvenience you experienced in this situation, we will do our best to fix the issue for you.

Also, we would appreciate if you share any other issues related to Online Backup on this forum, so we can escalate them in the same way.

Please let me know if you have any questions concerning our products.

Thank you!

I am having the same problem. It shows running 0% complete and never progresses from there - rebooting doesn't help. When I have time later today expect I can manually stop the scheduler service and at least run a manual normal backup.

Think you may be too kind calling this beta software.

I am not sure if this helps Acronis or not... I have been noticing that when the timeouts occur, that it is trying to backup $RECYCLE.BIN.

I have also checked my settings to not backup hidden files or folders and have also added a specific exclude for the recycle.bin... However it still seems to get locked on to this.

Is this a common theme that others are finding?

Same problem here. 0x00980192

Right clicking on Custom Tasks and Stop shows the process still running. I have to shut down the machine and have Windows force close the program to show "Idle" when I open again. So far, I can only upload a half a gig on average. Wonder if the Warning message I got about a half hour before the 0x00980192 Error message is related in any way?

"Failed to enumerate the directory. Probably it does not exist."

Now that's actually pretty funny.

Here's a screenshot:

I have seen $Recyle.bin show up as item it was trying to backup on at least a couple of occassions but have seen it stop several places along the way so at least in my case not just $Recycle.bin

I have ALL the same issues listed here - timeout, SSL errors, etc. I have never gotten a backup to work except part of the first one I did. This is the latest reply from customer support, which is 4 days old. It actually says nothing at all, like all the posts I've seen from Mr. Gentilhomme and others.

Dear Jon Gortner,

I am following up on your case 00494357. Due to the complex nature of the issue I am engaging the assistance of our Tier 2 technicians to resolve this issue as quickly as possible. Because this may involve multiple subject matter experts, the investigation may take several days to analyze and resolve. However we will reply back to you with questions or next steps within a few days if not sooner. Should it take longer than this we will periodically update you on the status.

It may be necessary that I transfer your case directly to a Tier 2 representative, but I will be monitoring this case to ensure it is resolved.

In the meantime, should you have any other questions or issues, please visit our support knowledge base at: http://www.acronis.com/support/.

Thank you in advance for your patience and understanding while we aggressively work to resolve this issue.

--
Best regards,
Gurwant Kaler

[ ref:00D3Zcb.50057wklM:ref ]

Hello Everyone,

We are working on these issues at the moment and so far we have fixed. we have already located and fixed issue with hanging at the begging, the update will be released very soon(2 weeks I think).

Question: Guys, do you use the ATI Online Backup(with limited OB functionality only) or the full ATI Home 2010? If you use ATI OB, do you have an ability to try ATI Home 2010 in the same conditions?

Also for those of you who experience the problem with "request time out", besides logs can you please include the output of the following cmd command?

ping storage3.acronis-hosting.com

Thank you!

Hello Roman, and thank you for your attention. I am using the full ATI 2010. Interestingly, good uploading progress seems to have been made overnight. When I checked in early this morning, about 1.5 GB had been backed up. I lost my internet connection sometime during the night, but after I rebooted the computer, modem and router, I resumed online backup, and it seems to be doing well again now. It's a bit time-consuming, yes (~300k/bits per second), but I expect that's mainly my ISP. At any rate, it's good to see this, and no error messages since yesterday! Maybe your product has sold well and the servers are just a bit busy?

Thanks for the update. I'm running the full version of ATI Home 2010 in Windows XP SP3. Program ran for about 2 hours with request timeout errors and warnings. Have seen much longer list of request timeout errors on some earlier backups. Have attached copies of log and ping results. Am seeing significant variation in ping durations... possible server-side latency problems??

Roman Alyoshkin wrote:

Hello Everyone,

Also for those of you who experience the problem with "request time out", besides logs can you please include the output of the following cmd command?

ping storage3.acronis-hosting.com

Thank you!

Guess I spoke too soon, I've got the error messages after all.

What exactly do I do with that ping command above? I typed it into the run box and it did its thing in the black box, but how do I copy and paste it to show you the results? Sorry for the inexperience.

Have had same problem since Jan 26 posting. Over the last week or so I'd managed to back up approximately 6 GB, even though I got a "request time out" error during each backup attempt. Just kept running backup over and over - each time a little bit more was added.

Got the same error this morning - but now, also being told I have no backup data! And the file structure of the backed up data, which I could access last night has disappeared. Gives me no confidence any backed up data will actually be there when I need it.

OK, hope this is the ping data you need.

LAToxic wrote:

Have had same problem since Jan 26 posting. Over the last week or so I'd managed to back up approximately 6 GB, even though I got a "request time out" error during each backup attempt. Just kept running backup over and over - each time a little bit more was added.

Got the same error this morning - but now, also being told I have no backup data! And the file structure of the backed up data, which I could access last night has disappeared. Gives me no confidence any backed up data will actually be there when I need it.

Wow, that's got to be incredibly frustrating. I'm afraid that I'm headed down that same path. Good thing you and I have nothing better to do with our time than be beta testers for Acronis.

Here is my ping data. FWIW, I am using the standalone (i.e., $30.00 for 250GB) version of of ATI.

Continuing problem with request timeout. I managed to upload 10GB over the last week but after reading LA Toxic's post above I'm afraid to even look to see if it's still there

I am using full home version 2010 as well and below is results of ping

Last few days my has stayed 0% complete

C:\Program Files\Microsoft Visual Studio 10.0\VC>ping storage3.acronis-hosting.c
om

Pinging storage3.acronis-hosting.com [209.239.125.148] with 32 bytes of data:
Reply from 209.239.125.148: bytes=32 time=63ms TTL=115
Reply from 209.239.125.148: bytes=32 time=62ms TTL=115
Reply from 209.239.125.148: bytes=32 time=62ms TTL=115
Reply from 209.239.125.148: bytes=32 time=62ms TTL=115

Ping statistics for 209.239.125.148:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 62ms, Maximum = 63ms, Average = 62ms

After my morning posts, I was not able to upload a single byte the rest of the day.

I have the same problem. I can't upload any files. If Acronis doesn't fix this bug, i will not update my Online Backup account.

so a backup finally started - uploaded about 5MB - and then just stoipped again

my ping gave me

Reply from 209.239.125.145: bytes=32 time=45ms TTL=43
Reply from 209.239.125.145: bytes=32 time=46ms TTL=43

thanks

Stephen

also - i think that compared to other SW companies - acronis is monitoring and replying to our problems -(no i don't work for them - just a frustrated user like you all)

they seem to have escalated the issue and have said a fix is coming - all be it 2 weeks seems like a long time - but i have no idea to the complexity or resources needed to fix this issue.

so patience here is the key - perhaps acronis can find a way to 'reward' our patience with an extended license once the issue is fixed :) :)

- Stephen

I can't online to upload a byte in the past 3 days. AOL uploaded about 200 mbs and now I wanted to add more files- nothing. Even some of my original online back up are missing.

Does anyone know exactly why the ping data may be important and why it was requested? All the examples posted seem to show similar traits, namely 4 packets sent and received (0% loss) and similar round trip times. Does this not indicate that the two-way communication is sound?

Of the 12 digit address, I notice the first 9 digits are all the same. Do the last 3 digits denote individual server machines (145-148-150-152-152-153)? Is this test intended to identify those ? I notice that my ping data now shows a different set of final 3 digits than I originally posted, and I can now no longer upload any data whatsoever.

yes - these numbers are the IPs of the servers - the last three digits denote an actual server - if you run the command multiple times you will probably find the server is different (last 3 digits change) - and yes - I think you are right - it shows there is no "basic" communication issue.

I too can no longer get anything to upload

- Stephen

Thanks for your input, Stephen. I'm only guessing, as I don't have much experience about these things. I think many of us here feel like we're stranded on one of Saturn's moons, waiting...waiting. A little more regular input from above would be refreshing.

Good idea about an extended license. That would most likely be easier to implement than a pro-rated refund for the time we were unable to use what we paid for.

I received the email below in response to my online support chat and follow-up log report submissions. Unfortunately, while I respect that they are indeed trying, essentially they are saying that I have too much data to backup without timing out and that I should effect my backup in "small chunks". Huh?  That does not explain why, at times, I cannot even upload a single file.  Further, I have used Carbonite in the past and while it did take some time for the initial backup to be completed (almost 2 weeks), it never timed out once nor gave me an error warning.  Finally, my upload speed (per Broadband Reports) exceeds 1MB/sec. 

I am having this exact same issue. This backup service is totally mis-advertised.

I am using the ATI Home 2010 with the paid add on.

I can't believe this is a serious response by a representative of the company. Here's a guy who answers phones for a living, and he "researched" the issue by asking another know-nothing for his worthless opinion before giving you the royal blow-off. This borders on fraud, imo. If he had but read through this thread, he would know that many, like yourself, cannot upload anything at all at times.

I thought the Online backup was browser independent?

LOL! LOL! LOL!

Yes! After a week of trying repeatedly, I finally got almost a gig backed up. WOW! lol...

Now that's what I call a speedy. I'm so glad I have wasted my time and money. lol...

Support has become very flaky with this company. I was not always like this.

Acronis, what has happened to you? You appear to have lost the ability to support your product here.

And consequently you customers lose. Not laughing at all...

Hello all,

Please accept our apologies for the inconvenience.

First of all, please note that according to our Forum Rules, it is not allowed to post any private communication (e-mail, chat logs, private messages) without the  express permission of all the parties involved into this communication.

We're really sorry for the all difficulties you've experienced with Acronis Online Backup.

I've passed all the information attached to Roman, it'll greatly help us to improve the online backup service and fix your issues with timeouts.

Thank you very much for your cooperation and patience.

 Hello everyone,

Ping data provides a simple way to understand your network connection stability, etc. 

Looks like because of the  significantly increased load on our Online Backup servers we are facing with the problem of the perfomance of the servers at the moment. This is not a hardware luck, looks like this is a software problem. At the moment we are reproducing the problem on our side, we have located which component cause the perfomance degradation and trying to find a fix. I hope to get the news later today or tomorrow and let you know about the progress of the investigation.

I too have experienced this issue and have an open support request.

They have requests packet captures and stuff that will take me HOURS to gather.

They will not address a subscription extension while they address an obvious software bug.

Acronis - I am totally disappointed.