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Write Error

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From time to time, I got "Write Error" on scheduled backup.  It's random, sometimes the backup failed with error, sometimes it succeeded.  There's no specific pattern.

Backup destination is a NAS device.  I tried both UNC (\\my_nas\folder) and the native "nas:\\" reference.  Makes no difference.  How shall I troubleshoot this problem?  Thank you!

Below are the logs:

5/7/2018 12:00:02 AM: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
5/7/2018 12:00:02 AM: Operation P50 - QNAP started by schedule.
5/7/2018 12:00:07 AM: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
5/7/2018 12:00:07 AM: Operation: Backup
5/7/2018 12:00:07 AM: Priority changed to Low.
5/7/2018 12:05:07 AM: Child process has exited with code '0'.
5/7/2018 12:05:07 AM: Execution of user command succeeded: qnap_on
5/7/2018 12:05:08 AM: Create Backup Archive From: Disk 2 To file: \\QNAP\Public\Backup\P50 - QNAP.tib Compression: Normal Exclude: Files matching mask Match criterion: hiberfil.sys, pagefile.sys, $Recycle.Bin, swapfile.sys, System Volume Information, *.tib, *.tib.metadata, *.~, *.tmp, R:\Temp, R:\Temporary Internet Files, D:\Users\User\AppData\Local\Google\Chrome\User Data\Default\Cache, D:\Users\User\AppData\Local\Opera Software, D:\Users\User\AppData\Local\Mozilla\Firefox\Profiles, C:\Windows\CSC, D:\Media\, D:\Temp\
5/7/2018 12:05:10 AM: Pending operation 173 started: 'Creating partition image'.
5/7/2018 12:05:10 AM: Volume Tracker has failed to find changes on volume '\\?\Volume{d4f3aed8-b62d-474c-9aa1-a176d7bb3e8f}\'.
5/7/2018 12:05:10 AM: Pending operation 173 started: 'Creating partition image'.
5/7/2018 12:05:11 AM: Volume Tracker has failed to find changes on volume '\\?\Volume{7c5ad9e4-a0cb-4f1a-9b59-ba42c5b95700}\'.
5/7/2018 12:05:11 AM: Pending operation 173 started: 'Creating partition image'.
5/7/2018 12:05:36 AM: Volume Tracker has failed to find changes on volume 'C:'.
5/7/2018 12:05:36 AM: Writing incremental version to file: P50 - QNAP_inc_b2_s4_v1.tib
5/7/2018 12:05:36 AM: Error 0x4000a: Error occurred while creating the file.
5/7/2018 12:06:06 AM: Error 0x4000a: Reattempting the operation. Error: Error occurred while creating the file..
5/7/2018 12:06:06 AM: Writing incremental version to file: P50 - QNAP_inc_b2_s4_v1.tib
5/7/2018 12:06:07 AM: Error 0x4000a: Error occurred while creating the file.
5/7/2018 12:06:37 AM: Error 0x4000a: Reattempting the operation. Error: Error occurred while creating the file..
5/7/2018 12:06:37 AM: Writing incremental version to file: P50 - QNAP_inc_b2_s4_v1.tib
5/7/2018 12:06:37 AM: Error 0x4000a: Error occurred while creating the file.
5/7/2018 12:07:07 AM: Error 0x4000a: Reattempting the operation. Error: Error occurred while creating the file..
5/7/2018 12:07:07 AM: Writing incremental version to file: P50 - QNAP_inc_b2_s4_v1.tib
5/7/2018 12:07:07 AM: Error 0x4000a: Error occurred while creating the file.
5/7/2018 12:07:37 AM: Error 0x4000a: Reattempting the operation. Error: Error occurred while creating the file..
5/7/2018 12:07:37 AM: Writing incremental version to file: P50 - QNAP_inc_b2_s4_v1.tib
5/7/2018 12:07:37 AM: Error 0x4000a: Error occurred while creating the file.
5/7/2018 12:08:07 AM: Error 0x4000a: Reattempting the operation. Error: Error occurred while creating the file..
5/7/2018 12:08:07 AM: Writing incremental version to file: P50 - QNAP_inc_b2_s4_v1.tib
5/7/2018 12:08:07 AM: Error 0x4000a: Error occurred while creating the file.
5/7/2018 12:08:07 AM: Error occurred while creating the file.
To specify another location, click Browse.: ⎂Retry//⎂Cancel//
5/7/2018 12:18:07 AM: Error occurred while creating the file.
To specify another location, click Browse.: ⎂Retry//⎂Cancel//: User response:
5/7/2018 12:18:07 AM: Error 0x101f6: Write error
5/7/2018 12:18:09 AM: Error 0x13c0010: Terminated by timeout.

Start: 5/7/2018 12:00:02 AM
Stop: 5/7/2018 12:18:09 AM
Total Time: 00:18:07

0 Users found this helpful

Michael, welcome to these User Forums.

Write errors for a backup to a remote destination such as your NAS drive could have various causes.  It is possible but unlikely that this is a NAS drive issue - you would need to check any logs provided by the NAS that records write errors for the internal drives in the device.

It is probably more likely, given your statement about the issue being random, failing sometimes and succeeding other times, that the write error is related to performance either on the source computer or the NAS, or in the network path between the two systems.  So the question here is to ask what else is happening at the same time in this scenario?  Are there any other CPU or Disk intensive processes active that could take cycles away from the Acronis task or have an impact on the network connection?

Further question: are you backing up to the QNAP NAS device or are you using that as the Source for your backup?

Hi Steve,

Thank you for your info.  I'm using NAS as the backup destination.  i.e. I use NAP to backup my laptop computer.

The backup job was an incremental backup scheduled at 12:00AM every day.  So there should be very little activity on my laptop at that point of time.

Not sure if it's coincident, but the problem seemed to happen after I upgraded from Ture Image 2017 to 2018.

How do I get additional logs to troubleshoot this problem?

Thank you!

Michael, thank you for the further information.

I would recommend trying a Repair install of your ATI 2018 to see if that offers any change to this issue.  A Repair is simply a reinstall of the software over the top of what is already installed which will then offer the option to either Repair or Uninstall.

In terms of additional logs, you would need to check the Windows Event logs around the time when the errors are reported in the ATI log and see if there are any events around that time that may be related.  You would need to check with any documentation or help site /forum for your NAS for information on any logs that may be offered on that NAS platform.

My NAS is QNAP 469 Pro with RAID5.  I reviewed the NAS logs.  Everything seems normal.  Windows Event Viewer didn't have anything significant either.

I read from the forum that in True Image there's a "timeout" threadshold we can tune in a config file.  So the application can tolerate more timeout when the NAS is spinning up. 

I found the file in C:\ProgramData\Acronis\TrueImageHome\Scripts.  The relevant line seems to be:

<archive_options check_network_timeout="false" computer_id="318DBA9F-218E-4CAA-9C58-A53BA18BAD9F" id="4102626814090831805" network_timeout="0"

My questions are:

1) What does "true" or "false" mean in "check_network_timeout="?

2) What does mean "network_timeout="0""?  Some users suggested setting it to 75. 

Thank you very much!

Michael, sorry but there is no public documentation on these XML settings in the Scripts files that Acronis has made available so any answer as to what the true or false mean would be guessing or else you would need to try different values and see what happens?

I would recommend opening a Support Case with Acronis and let them investigate why these write errors are being reported plus ask your questions about these script file settings directly of the code owners.

Michael,

Most laptops invoke power saving rules to help with battery draw.  Powering off a network NIC after a short period of inactivity is common. 

I would suggest looking at power settings in Windows Device Manager for your NIC and change the setting to not allow the device to be turned off for power savings and see if that changes the behavior.