GetFileInfo Error

Hello Lutz!

Thank you for finding time to report about the issue, and for the information attached! I understand how inconvenient the situation is, and will be glad to help you.

According the data you've provided the product cannot properly access the drive you're backing up. This can be related to the SnapAPI glitch, so we will update it. I will send you the Private Message with the link in a minute. Please run the installation file on the problem machine, and check whether the issue remains.

Should it be present, please gather

1. New Acronis Info
2. Acronis Report from the problem machine
3. Target backup location

After that please kindly contact support directly with the information attached. Keep in mind that should there be any procrastination with the reply, you can always specify us the case number. We will do our best to speed up the process.

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!

Seems working now. Thanks

It seems that i have got the same problem. Please have a look at my log.

With kind regards
Rainer Schäle

Hello,

I need quick help - otherwise my test-version is running out before I could test it.

With kind regards
Rainer

I have the same problem. Backuptarget is a RDX drive from hp.

I am having the same problem. Can you forward me the SnapAPI? I urgently need this.

Hi all,

Thank you for your comments, and for the information attached.

Rainer, Christoph, thank you for the logs attached. From it I can see that the build's you're using are outdated ones, the latest build is #12705. Please update your software to the latest build, and check whether the issue remains. 

Should it be present, please gather once again Acronis Info and send it to us.

Victor, thank you for your comment. I will send you the latest SnapAPI version via PM in a minute. Please check whether this solution solves the issue. If it doesn't, please follow the instructions from this comment.

Should you have any concerns or questions - let me know, I will address them.

Thank you!

I'm having this same problem with a brand new install that was just completed a few hours ago (so I should have the most current version of the software). The computer is running Windows 7 Pro x86.

Here's the error:
Task 'Full backup' failed: 'GetFileInfo call of FileManager failed.
Additional info:
--------------------
Error code: 5
Module: 154
LineInfo: 9a79f20828bc7e7
Fields: IsReturnCode : 1, $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: GetFileInfo call of FileManager failed.
--------------------
Error code: 5
Module: 154
LineInfo: 9a79f20828bcb41
Fields:
Message: GetFileInfo call of FileManager failed.
--------------------
Error code: 7
Module: 4
LineInfo: f35f747b3b21f994
Fields: IsReturnCode : 1
Message: Error occurred while opening the file.
--------------------'.

Please help!

Hello cdigreg,

Welcome to our Forum, and thank you for finding time to join us.

Unfortunately this error is too common, and the situation requires investigation. Please follow the instructions from this comment, and let us know the case number.

Thank you in advance for cooperation, we'll be looking forward to news from you!

I started already another thread (http://forum.acronis.com/forum/18086), but this one issues the same problem I think.
Maybe it's better to post here...

Since the installation of the latest built of Aconis 10 Backup & Recovery all my sceduled backups of Source type: Files fail.

It's a backup from some folders from the D: partition (first harddrive) to a second harddrive (X:). Backup of Source type: Disks/volumes is no problem, (sceduled) backup volume C: to X: goes without problems.

Is an updated SnapAPI the solution? If so, please mail me! Thanks in advance.

---------------------
Log Entry Details
--------------
Type: Error
Date and time: 21-02-2011 22:00:03
Backup plan: Daily D: to X: 22:00
Task: Full backup
Code: 11.863.304(0xB50508)
Module: 181
Owner: ictaurus@ROU9401KB12
Message:
Task 'Full backup' failed: 'GetFileInfo call of FileManager failed.
Additional info:
--------------------
Error code: 5
Module: 154
LineInfo: 9a79f20828bc7e7
Fields: IsReturnCode : 1, $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: GetFileInfo call of FileManager failed.
--------------------
Error code: 5
Module: 154
LineInfo: 9a79f20828bcb41
Fields:
Message: GetFileInfo call of FileManager failed.
--------------------
Error code: 7
Module: 4
LineInfo: f35f747b3b21f994
Fields: IsReturnCode : 1
Message: Error occurred while opening the file.
--------------------'.
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x009A0005+0x009A0005+0x00040007

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

Same issue here when backing up to RD1000 drive:

Type: Error
Date and time: 02/24/2011 12:02:46 AM
Backup plan: DAILY RD1000
Task: Full backup
Code: 11,863,304(0xB50508)
Module: 181
Owner: Administrator@SERVER
Message:
Task 'Full backup' failed: 'GetFileInfo call of FileManager failed.
Additional info:
--------------------
Error code: 5
Module: 154
LineInfo: 9a79f20828bc7e7
Fields: IsReturnCode : 1, $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: GetFileInfo call of FileManager failed.
--------------------
Error code: 5
Module: 154
LineInfo: 9a79f20828bcb41
Fields:
Message: GetFileInfo call of FileManager failed.
--------------------
Error code: 7
Module: 4
LineInfo: f35f747b3b21f994
Fields: IsReturnCode : 1
Message: Error occurred while opening the file.
--------------------'.
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x009A0005+0x009A0005+0x00040007

--

I ended up speaking with tech support the day after posting here. The agent had me run a test backup to a folder on the flash drive we were trying to backup to and it was successful (to verify if the issue was with the destination), which lead me to believe that the problem was a folder or file in the original backup set that must be somehow locked.

I finally got around to doing some more testing yesterday evening and I figured out the problem - it's the emailing. After running another successful backup using just basic settings, I went back into the backup that keeps failing and I disabled email notifications after which it succeeded (note that the error message I posted states "Fields: IsReturnCode : 1, $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe").

When I setup the backup, I successfully sent a test email, so the problem isn't in the settings for the notifications, the problem is with it being enabled at all. Any thoughts?

Get the same problem as you all guys.

I made some tests with different scenarii and settings. For my part, the problem occurs in scheduled backup mode only.
At the moment, only simple backup with "run now" are working properly.

Any other scenarii based on scheduled mode failed.

I m disappointed because I thought Acronis could replace our backup software but at this point we are stuck with scheduling :(

I´m having the same Problem as most of you. The installed version is the latest build, I hope the SnapAPI glitch should do the trick.

I tested some more, the error only happens at my server when I select Backup scheme 'Custom' and Clean up Archive 'When there is insufficient space while backing up'. Then I select Clean up Archive 'Use retension rules' and I specify soms retension rules (no matter what) and select Apply retension rules (Before/After backup) the backup succeeds.

My conclusion is that something goes wrong when Acronis is calculating if there is sufficient space to backup. It does this before the backup really starts and that is indeed what happens. The error comes 1 second after de backup begins.

I got the updated SnapAPI by mail, see attachment. I will test the update tomorrow, post here the outcome.

The updated SnapAPI does NOT fix the problem!! Unfortunaly... hopefully Acronis will soon come with a working fix for this!!

Any news regarding this case?

I have a Qnap TS-459 Pro+ (NAS) that I want to backup to a Windows 7 (x64) computer. Acronis B&R 10 Server allows me to backup files in manual mode (simple backup task only), but everytime I run a scheduled backup job, Acronis fails (as described by others in this forum).

Acronis Backup & Recovery 10 Server (Build 10.0.12703)
Qnap Firmware Version 3.4.0 (Build 0214T)

By the way; I have also tried the updated SnapAPI without success.

Thanks!

I'm also interested in seeing if we could get an update. I'm testing out the latest build of Acronis Backup & Recovery 10 Server (Build 10.0.13544) for my business, and getting this error. The only way to alleviate the problem was to follow EdwinS's suggestion to disable the 'When there is insufficient space while backing up'. Unfortunately, that is actually the policy I want to follow, as the retention rules do not apply to my business. Is there some workaround or ETA for a fix? If I can't find a solution I will most likely need to seek other backup solutions.

Thanks.

Hello,

I have the same problem, when there will be a solution.
So the Backupspace will full by this workaround to delete the option 'When there is insufficient space while backing up'

Thanks.

Acronis Backup & Recovery 10 Server (Build 10.0.13544)

push
When will Acronis Support answer?

Gives there any solution yet?

Hello Alexander,

Thank you for your post. I will do my best to help you with this issue.

I am very sorry for the inconvenience. There is no definite solution for it yet, it requires investigation.

Could you please contact our Support team with this diagnostic information?

Please let me know if you have additional questions.

Thank you.

Finally good news from Acronis, now we have to wait when the new build will come available...

Post edited, TOU violation, please do not post private communications.

Hello all,

Thank you for your patience.

EdwinS correctly pointed out that this issue will be resolved in the next update of our software.

In the meantime I would really appreciate if you could use this workaround to get rid of the error.

If you need additional help please let me know.

Thank you.

Finally, with the new built (Update 5, 10.0.13762, 29 Aug. 2011) the problem is solved.

We had tot wait more than six months... :-(