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Backup always stops after a few minutes - then hangs "waiting for the mobile device to reconnect"

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Installation, connection and configuration of the mobile app was smooth and easy. It also started to backup fine (estimated time: >3hrs - well - not exactly a rocket...). But always after a few minutes (essentially always when the screen locks on my mobile) the transfer obviously gets disconnected and the PC application states "waiting for the mobile device to reconnect". I can then wake up the mobile again and bring up the mobile app at which point it starts to continue, but as soon as the mobile goes into screen lock (i.e. 2 minute later) the transfer stops again.

With this setup I will NEVER get a complete mobile backup!

Any idea or advice?

This is using a Samsung Galaxy 7 (Android 6.0.1) backing up to a Windows 10 system (Surface 4 Pro).

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Comments: 7092

Hello Michael,

Please check my comment here. Have you set Keep Wi-Fi on during sleep to Always? Does the issue persist after that?

Thank you,

Hi there

I have the same issue with my Samsung S7 Edge backing up to a Windows 10 Pro Dell desktop.  And yes, Wifi is set on during sleep.    

Hi, I also have the same issue with my Motorola MotoG 1st Gen backing up to a Windows 10 Pro Dell Studio 1749 laptop!  And yes, Wifi is set on during sleep.

Hello Michael, Jon, Graham.

There are many potential causes that lead to backup being interrupted when the screen locks. Please use "Send feedback" feature in the app - this will send us app`s logs along with your message.

Please check if the issue occurs when the mobile device is charging.

Try reinstalling the desktop version of Acronis True Image: it could help as reported here. If it doesn't - consider troubleshooting network connection issue as explained in "Problem: Wi-Fi won’t connect or keeps disconnecting" at https://www.yahoo.com/tech/5-major-galaxy-s7-problems-151555889.html.

Here are some more suggestions for Samsung Galaxy S7, based on http://www.pocket-lint.com/news/136986-samsung-galaxy-s7-tips-and-tricks-master-your-new-galaxy:

1) Make sure that Acronis True Image is allowed to access data in background. Go to settings > data usage > background data

2) Remove Acronis True Image from the list of apps set for saving power. Go to settings > battery > app power saving > details

3) Allow pop-up notifications from True Image, which could help indirectly. Go to settings > applications > application manager. Tap Acronis app and allow pop-up notifications

Regards,

Slava

Here's what I sent to Acronis Customer Central; after trying the suggestions above.

This issue, after a lot of trials on various devices, has not gone away and I am now 100% that the issue is with Acroni's app and not the device.  The app will not run cleanly on my primary phone, the Samsung S7 Edge, even after changing the battery power management settings (both Android's & Samsungs) to exclude Acronis.  The app also crashes multiple times on the S7 Edge during it's 0% phase where the surrounding green line circles the large 0% value.  There is a work around for this; as soon as that starts, press the home key to hide the GUI.  This is most definately an app issue.

I have tried the app on the following devices:

  • Samsung S7 Edge UK unlocked
  • Sony Z4 Tablet LTE unlocked
  • Sony Z2 Tablet Wifi unlocked
  • LG G4 mobile unlocked
  • Nexus 7 (2013) LTE 
  • Nvidia Shield tablet LTE

...also with exactly the same issue - the backup stops when the screen is off.  I have uninstalled on the mobile devices, re installed, gone though the battery / power options on each device,  Still when the screen goes off, the PC states "Waiting for the mobile devices to reconnect" ...   I have other sync tools that sometimes take time to process, such as Microsoft's OneDrive, which may have to sync to cloud over 500 Mb of photo's in one go, and that don't need any of these option changes.  It's the same with other file sync products I use, one a PC push product called SyncBakc Pro, and another a mobile based product called FolderSync.  Neither of these need these options changed.  So, I'm sorry - from what I can see these issues are down to the TrueImage mobile app.

Can't pretend I've carried out any exhaustive testing such as Jon, but I have noticed that the backup did appear to operate without stopping as soon as I let it run with the phone (Motorola MotoG) on charge.

Jon, Graham, thank you for extensive testing performed. If you use the feature "Send feedback" in Acronis True Image mobile app, that would automatically send app's logs to us which would allow further investigation. Of course, we are also running tests on our side and actually reproduced the issue in some cases, but more diagnostic information we have about it - higher are chances that fixes that we will implement in the future will work on all the devices.

Regards,

Slava