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ATI 2021 Fails with Synology DS220+ giving "cannot access backup file...check credentials" error

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Just bought a new Synology DS220+ NAS and upgraded from ATI 2014 Perpetual to 2021 Perpetual. 2021. 2021 sees the NAS as well as the "Backup" folders I created. When supplying credentials, the connection test comes back positive. I try to back up my SSD. The backup starts and, within a minute, throws this error:

Cannot access backup file \\DS220NAS\Backups\DRDON-PC\Samsung SSD 850 EVO 250GB_full_b101_s1_v11.tib. Please ensure that you entered the correct credentials for the network share.

I did enter the correct credentials. The PC has full access to the share. Microsoft Office, Adobe Audition and several other programs run flawlessly saving data to the NAS without error. 

2021 WILL run a backup on my WD "MyCloud" NAS device, which also requires credentials, though 2021 didn't ask for them, probably porting them over from 2014.

I tried both the registry edit and Synology system settings referenced in this thread to no avail. 

I hope I attached the error log correctly

The computer is (still) running WIn 7 x64. I can't upgrade or replace it as 10 won't run some legacy hardware and software necessary to do my job.

Doc

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ATI2021.zip 1.97 Ko
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Doc, one of the issues that may be involved here is caused by using the same credentials for both Windows shares and Acronis, and especially if you are mapping drive letters to those NAS folder shares.

I have an older Synology DS215j NAS that I use for my own Acronis backups from multiple PC's and have never had any of these issues but this may be because I follow a strict approach regarding access to the NAS.

I have no mapped shared drives on the NAS for any of my PC's.

I have dedicated Synology User accounts for specific applications requiring access to the NAS shares.  So for my Acronis backups, these go to the \\NAS\Backup folder structure, using dedicated sub-folders for each PC, and using my dedicated Acronis user account credentials.

I use the Synology Drive Client to synchronise other folders between my PC's and the NAS where this uses a different dedicated NAS user account / credentials.  This includes my Word documents etc.

Note: I have no matching NAS user accounts to any Windows user accounts - that for me has always been a definite 'No!' as would allow a malware compromised PC to access my NAS data!

Steve..

Thanks for the response. Like you, I have no mapped NAS drives or folders from any computer. Both the WD MyCloud and the Synology just exist as network locations. Neither use the same credentials as Windows. 

Let me see if I understand. You're saying I need to give Acronis its own account on the Synology drive with different credentials than I use to login to the Synology NAS? Assign Acronis a username and password on the Synology NAS different from my own credentials, correct?

I'll try that shortly.

Doc

Steve

This did not work. I created an account with read/write privileges just for ATI and tested the account access with Synology's browser interface, which worked as expected.

When using the new account credentials in ATI2021, clicking on "test connection" for the BACKUP folder results in "connection failed." I switch back to my admin credentials and the connection succeeds, but the backup still fails as before.

Either this doesn't work or I didn't understand your directions. 

Doc, this method has always worked for me since first getting the NAS and continues to work across the different versions of ATI that I have / am using.

It may be that you need to try setting up a new backup task using the new credentials or need to clean out all trace of the old credentials, i.e. the SMB connection data along with any stored in the Windows Credentials Manager panel.

See KB 58004: Acronis True Image 2016: Troubleshooting Issues Related to NAS Credentials - which remains valid for ATI 2021.

Just to clarify what I am doing:

I have a dedicated Synology user account just for use by ATI with all necessary R/W access to the \\NAS\Backup storage folders used for backups.  This user only exists on the NAS.

Synology Drive Client (cloud storage & sync) has a different dedicated NAS user account and different storage folders being used.

Doc,

What a coincidence. I have just experienced exactly the same thing.

I had been running a Synology DS213j for years with backups from two systems which currently run ATI 2019. Last year I started seeing this error pop up on one of my disk backups from one of the machines. It did not happen every time, but one thing I found is that it would never error if I started the backup manually... only when started by schedule.

So a few weeks ago I got a new Synology DS220+. On my machine, I got rid of the ATI database and configured the new backups. It seems to be running well. I do daily File/Folder backups to the NAS as well as weekly disk backups. All works well... so far.

I then did the same process on my wife's PC. Her daily File/Folder backups have been running fine. But... Tuesday was when her first weekly disk backup was do run. There are two backup tasks, one for C: drive and one for D: drive. Both of them failed with the same error as yours. But, an hour later the daily file backup ran fine.

I checked the NAS logs and they show proper connections from my wife's credentials at the times of the failed backups, as well as the successful backup later. All connections are via CIFS(SMB3). I do not think it is a credential problem.

I have no idea why this happened. One theory I had was that there was a failure to create the new backup file on the NAS, hence the inability to then access it. I'm logging file creations, etc. and there is no NAS log entry to show a backup file was created when it should have been.

Meanwhile, I deleted all the disk backup tasks on my wife's machine and recreated them from scratch. Originally I had created them by cloning a similar backup to a local hard drive so I was wondering if the cloning process was involved. I'm awaiting 5:00 tonight to see if the new backups run.

 

 

 

Steve, Bruno

 

I left the ATI-specific credentials in place AND created a whole new backup task. Either the latter or the combination seems to have done the trick as it's in the process of backing up, properly. 

I guess the remnants of ATI2014 can't be modified, which isn't surprising. Honestly, I'd forgotten I'd even installed it. I'm hoping, once this initial backup is completed, I can modify the backup frequency and number-to-keep settings without having to create a whole 'nuther task, but at least now I can proceed with installing this on the other computers.

Much thanks. Spent all week trying to figure this one out. Never thought to just create a new task. I'll learn. 

Doc

An update on my issue...

I have tried recreating the tasks. In one case it appeared to work although it is a monthly task so I have not seen the second attempt. In another case, it is still failing even though I recreated the task.

This machine has been running ATI through versions 2014, 2017, 2018 and now 2019. I am going to take the plunge tomorrow and completely uninstall ATI, cleanup, reinstall and create all the backup tasks anew. Hopefully, that will be the end of this annoyance for me.

Doc, I've still been experiencing the issue but only on certain types of tasks. Any chance you'd recall what kind of backup task failed. Was it Disk and Partition or File and Folders? Was there any pre-command involved?