Online Backup Failing/Timing Out/Silently Stalling since 01/27/2010
I purchased a 25GB online backup account and configured it to perform backups every other morning at 03:05am. I've got 1.535GB of data on the server, and everything worked well for a while with only occasional failures, mostly jobs timing out.
On January 27, 2010, however, TI10.6053 (plus pack) started reporting jobs timing out and being cancelled. When I view my files, and look at versions, they've been marked "incomplete." I haven't tried restoring any files, and the server is generally painfully slow.
I've tried manually running my online backup job, and it usually just stalls. Two days ago, I thought it was going to work, but it timed out again.
When I log in via TI2010, Online Backup has forgotten my password, even though I've set it to remember. Further, although Acronis upped my storage to 250GB, Online Backup reports only 25GB until I refresh. It does this every time I log in via TI. (250GB is correctly reported via my account on the Acronis web site.)
My Online Backup job started this morning at 03:05:02am, and it's still running, but it doesn't show any files have been backed up, and my Internet meter shows 0 bits/second being moved. When I try to cancel the job, nothing happens. Task Manager shows no processes or applications hung. I have to restart the machine to get rid of the supposedly running job.
The logs are terrible, reporting only that the job has started, the job timed out, or the job completed with errors.
I have a fast 6-12MB Internet connection, a new (home-built) P55 computer with Windows seeing 4GB of my 8GB RAM, and it's running WinXPSP3 with no problems. I'm back to manually encrypting my files and storing them online using Dropbox.
Anyone having a similar experience? Anyone actually using the (now) abysmal ATI2010 Online Backup? Previously I couldn't even report a problem to Acronis, but I see now you can submit a report for Online Backup issues, so hopefully I'll get a response.
Comments? Help? Anyone?
TIA!
I suspect there is a database file on your PC somewhere that tracks your account.
I say this, as recently TI 2010 b5055 popped up a message box telling me my subscription was cancelled for OLB. I haven't had access to OLB since beta testing and I've disbaled the OLB service, so something is keeping track, this might explain why you have to keep refreshing to get up to date info.
Have you checked to see if your firewall hasn't suddenly thrown a sulk at the OLB port or server?
Yes, the firewall is the first thing I checked, and it's not blocking access to the OLB server. Even though OLB was working fine until 01/27, I even turned the firewall off to double check. All is fine.
Many other people are having the same problem, and it seems Acronis is aware of the issue, so I can't see that it's anything to do with my PC or network connection.
OLB just suddenly stopped working. :(
Have you checked to see if your firewall hasn't suddenly thrown a sulk at the OLB port or server?
I just posted an update with screen shots in the lengthy thread on this subject. Last night I managed to get *some* data transferred, so the firewall is clearly not a problem. Check it out:
http://forum.acronis.com/forum/7902?page=2#comment-21106
Hello all,
We're really sorry for the difficulties you've experienced.
twokatmew, I've found that you have an open case with us and it has been escalated to Tier2 support team. I've contacted T2 manager directly and your case will be handled as soon as possible.
Once again, please accept our profound apologies for the inconvenience and for the delay with the response.
Thank you.
Hello all,
We're really sorry for the difficulties you've experienced.
twokatmew, I've found that you have an open case with us and it has been escalated to Tier2 support team. I've contacted T2 manager directly and your case will be handled as soon as possible.
Once again, please accept our profound apologies for the inconvenience and for the delay with the response.
Thank you.
Thank you Ilya!!
I am having the same time out problems again. I have and outstanding issue with support and last I heard it was being moved to another level of support.
The online backup didn't work at the beginning(kept timing out) then it worked, then stopped, then worked....I thought everything was A-OK till 2 days ago when the same timeout pattern began.
I think it's on the Acronis servers side.
I think they need more capacity.....more bandwidth
I think I'm getting ready to ask for a refund. I stupidly signed up for a year after the free thirty-day trial program FINALLY worked for a few hours straight. How can any company screw up something so bad?
I think it's on the Acronis servers side.
I think they need more capacity.....more bandwidth
It is. See the other thread I referenced in an earlier post. Acronis is working on the servers and hoped to have it fixed within the next couple weeks.
My backup hasn't run much for the last 3 days now.
Today I canceled Acronis OLB subscription and I am testing out another OLB service. Looks really good so far.
I can't even tell you how much time I have wasted trying to get the Acronis OLB to work.
It's to bad to because their are many things I like about the Acronis service offering (and I really did try to get it to work).......But I guess it really doesn't matter if it doesn't run....does it.
I too am having trouble with the OLB. Please let me know when its fixed
Hello all!
Thank you for your comments and feedback, it is important for us.
twokatmew, thank you for your valuable comments, really appreciate that.
Ken, thank you for being sincere in your comments. I regret to know our software didn't meet your expectations and you were upset. It surely matters whether it works or not, and we are working on improving the situation.
You were absolutely correct - the initial issue was on our sidem and currently we are working on improving it. I would advise you and Terry to take a look at these threads for more details regarding the cause of the issue and solution: 8428 and 7902, especially the latest comments.
If briefly: we are updating the software on our servers and will need a few days more to finish the process, thus the performance should be increasing during these days. Also please keep in mind that initial backup may take longer than expected, please check this article for more details.
Also we have just releazed the update for the Standalone Acronis Online Backup tool, you can find it here in your account.
Feel free to reinstall it onto your system and check whether the performance got improved.
Unfortunately it cannot be installed on the same machine running Acronis True Image Home 2010, but we are working on the update for it as well.
Please kindly check the threads mentioned above for the latest news: they have not only support attention, but development and product management teams as well.
Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!
Thank you!
Well Folks, here we are in September 2010, I am haveing the same exact problems metion though out this thread.
This woirkstaton is critical mission.. Win XP Pro SP3, It is use for nothing but business. I seldom even do e-mail with it. I started with WD verison of ATI. It worked so well for me that I decided to upgrade to ATIH 2010. Well all local back ups seem to be working excellently, quick etc. Loaded the ATIH 2010 on my notebook, made a full back up of C:\ no problems. About 3 weeks later something messed up my OS on the notebook. I resored the full back up from a exteranal drive. Perfect brought me back 3 week no problems and solve the problems I had. I only wish I have made a few Icremental back ups. Ok this program seem to work real well I load 2010 ATIH on this Critical path workstaion. Back up localy are working great even to a Newwork drive.
At this point I figgure these people have th software in order and foolishly downloaded the online backup software the free 30 version. Well as stated above the online back up was going good, I figgured out righ side arrows would show you what file was being back up and at what rate of speed. Well left it running all night next moring the dialog box said the back up was finished. I look in the logs and find that it had timed out about 3:06 that morning and had only back up 1.92 GB
Ok I've reach the 2GB max so I go online and order the paid version for 250 GB. Well I checked that evening and it still didn't show that I had s 250GB account. Went to support for a chat, from this chat I reliazed this tech support people have no idea at all about this software. We did finaly after 45 minutes or so figger out that if I rebooted my machine which I did then reopened ATIH 2010 my 250 GB was there. Cool I started the back up again hoefully it would finish over night.
next morning I got had a dialog box informing me that the back up was still in progress. Time for business so I stopped the back up. Well it wouldn't stop. I finaly had to reboot the WS to that made it stop. Looked in the logs and found that it had tried to start the back up but timed out and hadn't back up anything. Got with tech support again, they sent me to read one of the articals the one where you check you out going Tel ports. We that proved not to be the probem. Tech support as me to e-mail them the log file which I did, a day or so later I got an e-mal back from them that had me check the very same artical. OK So now we know We have no real tech support, were dealing with a beta version of online back up. and Fortunatle I had only paid for 1 month of the program. I cancled the online back up. I m not intrested in what actualy did maybe get back up as from reading other threads here its probably corrupted anyway. Throgh out all this CARBINITE has just kept chugging right along never any problems with that program. I seriously hope that my local back up are going to be ok. I just Know that Tech Support is going to jump right in and fix all this. This Tread bagan back in Feb 2010 and if your reading this you an I are still having the same problems. I sure wish I had taken the time to check out the forums before I attempted to use this program.
Clinton,
I'm confused as to why you downloaded the standalone version of OLB when TI2010 has it built in.
In fact I'm pretty sure, the standalone ought to have told you it couldn't be installed as there was another version already there.
As the OLB process is different to the rest of the imaging program it shouldn't be affecting that side of things.
If you are concerned about the integrity and ability of your images then running a validation on them would be in order, possibly from the rescue CD. That way you have the knowledge that the images are intact and that the rescue CD will boot your workstation and see all the drives. Another option would be to 'mount' the image.
Think your confused, well I am also. I supose that I did not install the stand alone OLB Version. With all the errors, bars not working having to reboot my computer to stop online back ups, that report they are backing up when no data ia actualy being transfered. Tech support that have no clue about the software or the problems were haveing.
I commented on this thread soley because it had started in Feb this year. this is Sept were talking 7 months here or so, and I'm experiencing the exact same problems that started this thread. And tech support still don't have a clue as to how to solve the probem. I'm laughing at myself here. This all reminds me of Adaptec and Easy CD Creator. I beta test for them until they sold out. At least they were working on solveing the problem. As far as I can see TIOLB is not anywhere near ready for the public. I have terminated my subscription. This all dosen't make sence to me as ATIH 2010 actualy works very well, is very well thought out easy to use. I'm wondering if there has been a change of ownership management or what? Software that works this well, and then they don't seem to have been able get the online back up working at all.
I will take your advice on the validations and rescue disk.
Amazing , till now i have been very satisfied with acronis software. But this online Backup is not working, is very slow and stops inbetween or does not give any indication about its performance. 2 days ago after 7 hrs of online backup (on Windows 7 Pro machine) which finished with a success and complete message, i came home and after looking inside my online directory realised that there were no new files in there.
how long will it take to fix these issues ?
I received a refund for my OLB subscription about two months after the problem started (way back when). I figured at some point once the system was working as it should (and once did), I'd subscribe again.
I just upgraded to ATI 2011, and I noticed when I did a "custom" install, I was able to de-select the installation of the OLB module. I thought that was a good thing, as I don't like installing software I won't be using. But it also means I can't check out the UI for the ATI 2011 OLB service.
Anyway, I really like Acronis's True Image, Plus Pack and Disk Director. I'm running the most current versions of each product, and for the most part, I'm pretty pleased with their functionality. What I can't believe is that Acronis seems unable to fix the OLB service after all this time.
Is anyone using the service successfully, and how is it working via ATI 2011?
TIA!
on the xp machine T installed the stand alone version of OLB. In that version I could increase the number of attempts to 99 (and even more) and did manage to finish atleast 1 OLB task. On my Win7 machine with ATI 2010 I was unable to install this stand alone version since the OLB it already part of ATI 2010. In this OLB builtin version it is not possible to increase number of attempts to more than 30.
This is insane. The scheduler never worked. I have been running OLB manually for several months, and it worked most of the time, but it hasn't worked now at all for about 3 weeks. I'm going to buy two external HDs this week, and unload this nonsense. I had reason to think Acronis was a big name in backup software, but I was wrong. Companies like this should be sued.