gui says backup failed

Vega, please download the MVP Log Viewer tool (linked via Community Tools in my signature) and use this to find out exactly what the backup status is.

It is possible that the actual backup has completed successfully, but that subsequent actions to either run automatic cleanup (shown as consolidation in the logs) or do validation has hit a problem.

thanks Steve,

you are correct, consolidation hit a problem. here is the log

*****************************************************************************

id=15;  level=2;  module=11;  code=1026;  date/time=11/4/2017 1:03:28 PM
          message=Validate Backup Archive Location: P:\Vega\C and D Drives_diff_b23_s4_v1.tib  
id=16;  level=2;  module=1;  code=504;  date/time=11/4/2017 1:03:28 PM
          message=Pending operation 4 started: 'Validate Backup Archive'.
id=17;  level=2;  module=485;  code=14;  date/time=11/4/2017 1:25:13 PM
          message=Consolidate Backup Archive Location: P:\Vega\C and D Drives_diff_b23_s4_v1.tib Destination: P:\Vega\C and D Drives_diff_b23_s4_v1_D2AEFAB5-0007-49B5-AA82-327EF7043F7F.tib  
Error_Code=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
id=18;  level=2;  module=11;  code=1031;  date/time=11/4/2017 1:25:13 PM
          message=Consolidate Backup Archive Location: P:\Vega\C and D Drives_diff_b23_s4_v1.tib Destination: P:\Vega\C and D Drives_diff_b23_s4_v1_D2AEFAB5-0007-49B5-AA82-327EF7043F7F.tib  
id=19;  level=2;  module=1;  code=1024;  date/time=11/4/2017 1:25:13 PM
          message=Child process has exited with code '0'.
id=20;  level=2;  module=100;  code=134;  date/time=11/4/2017 1:25:13 PM
          message=Execution of user command succeeded: C:/Program Files (x86)/Acronis/TrueImageHome/finish.bat
id=21;  level=2;  module=316;  code=6;  date/time=11/4/2017 1:25:13 PM
          message=Operation has succeeded.
id=22;  level=2;  module=103;  code=0;  date/time=11/4/2017 1:26:02 PM
          message=The e-mail notification has been successfully sent.
Start= 11/4/2017 1:00:01 PM
Finish= 11/4/2017 1:26:02 PM
Total Time= 00:26:01

Vega, the log file only shows that an error code was thrown for the 'consolidation' (cleanup) action but the actual code itself (Base64 encoded) tells us no more that is already shown in the log text, so difficult to tell what the issue is?

Have you checked the backup destination location and the new differential .tib file P:\Vega\C and D Drives_diff_b23_s4_v1.tib that all is looking OK, you are not running short on space, no missing files, etc?

thanks again Steve,

there is over 1.8tb space left on the drive.

the file listed is the latest backup.

I have Acronis set to keep backups up to 30 days old, and 6 differentials for each full backup. all the previous version files (b22) are present.

I have no idea what has thrown this error at this point, everything seems in order, and the file sizes are as expected.

Sounds like all is OK and the error is nothing to be concerned about though a puzzle as to why it was given!

Please understand that your 'keep backups up to 30 days old' doesn't start counting those 30 days until the next new Full backup has been successfully created, as these retention settings work only on completed version chains (all the files sharing the same _bxx_ number in the name).

I'll check to see if the error persists after Tuesday's backup.

viewing the older logs, this error has been present for more than 4 months. I was not aware of it as I rarely open the gui, but use the scheduled backups and only check the notification email for errors. today I wanted to restore some photos from a backup and was greeted with the last backup failed message.

I don't understand why Acronis would not pass that error in the notifications.

anyway, enjoy your weekend Steve.

it has been 6 backups since my last post, the GUI still shows the last backup failed, but the logs now have no errors.

I have also noticed the Acronis notification icon no longer appears while the backup is running, Acronis now always cannot find my removable drive when starting a backup, as of today email notifications have stopped working but test ok in the settings, and each time I open Acronis the error report pops up 1st. looking into these problems I find TrueImageMonitor.exe will not stay running after start up, and during the short period it does run, it uses over 3gb memory.

it looks like the program is breaking one piece at a time until complete failure. normally at this point I would uninistall/reinstall the program, but that entails many hours to get all my backups found again, and redoing all the settings for each backup. each time I've had to do this, the reinstall loses everything.

these problems are occurring at least 4 times a year, likely more, and these bugs have been present for me since tih2014. since Acronis never replies to or acknowledges the error reports, the only help is here in the  forums (many thanks to all).

keeping a backup utility running properly should not be this much work and time. I feel there should be a repair utility, or at the very least a way to get all the settings back after an uninstall/reinstall.

sorry about the rant .........

Vega, sorry to hear of the continuing problems with your ATI 2016.

You can make a backup of your backup task configuration by saving the contents of the C:\ProgramData\Acronis\TrueImageHome\Scripts folder - you can also save the Database folder found at the same path if you want to preserve your backup history information, but it is possible that this information has gotten corrupted here.

You can do a Repair Install of ATI 2016 quite easily without the need to worry about doing the above - download the final full installer program from your Acronis account then run this as Administrator or from an Administrator account over the top of the existing application.

The only time I have seen issues with TrueImageMonitor.exe failing to start or crashing (along with other .exe's for different applications) has been while running on Windows 10 Insiders Builds - has been ok on the main stable builds as far as I am aware.

thanks Steve,

I am not on the insiders build, just win10 home 64bit, I have the latest updates from microsoft.

I do not install or uninstall a lot of software, the last I installed was windows 10 itself, acronis, office,  and avast well over a year ago. so I see no reason for any corruption, I do check my drives weekly and have no problems with them. there is no malware or viruses present on the system. the only problem software I have is acronis, one of the most important. go figure.

I'll try your suggestion above again, and post back.

I went through the repair install, most settings were kept, but all the problems above persist. trueimagemonitor.exe starts, then closes in about 20 seconds. if I manually restart it it still closes. below I have a capture of the task manager 15 seconds after starting it. it peaks around 4.7gb memory and 28% cpu then closes itself without any message.

I'm at a loss here, and its getting worse. I tried to manually begin a backup, and have been sitting here with this screen for over 15 minutes

looks like its not going to start the backup at all now.

25 minutes and still hung on the "preparing ...." screen (I've never seen this screen before) , I have abandoned the backup. hopefully it will let me restore back to today's earlier backup.

Vega, I haven't seen any similar issues with the very high memory usage etc, either by myself or from other others here in the forums.

One initial suggestion, if you are running with Windows Fast Start enabled, try doing a Restart to get a clean startup sequence rather than doing a hybrid shutdown aka hibernation / resume, in case this problem is associated with corrupted data stored in the hibernation store?

The other thought here is whether there is any collision here between ATI and Avast happening and if so, whether you may need to whitelist the ATI executables within the Avast configuration?

See KB documents: 36429: Acronis Software: exclude program folders and executables from antivirus and other security programs  and  46430: Acronis Software: Making Acronis Products Compatible with Antivirus Software

thanks again Steve,

Acronis should be paying you handsomely for the support you provide, that they will not.

anyway, I have checked avast, all is good there. I have power cycled the pc twice now, trueimagemonitor just will not keep running.

it seems I have these issues with each update Acronis sends out, which is why I wait until the bitter end to allow the updates. like I said, this has been an issue for me since ati2014, on both win7 and win10, both 64bit, on all 3 of my pc's. this is the only piece of software that gives me grief.

right now the restore is failing after going through all the motions and a reboot.

all that is left is to boot to the recovery disc and try a restore form there.

I have all but run out of patience with Acronis, which is why I have not upgraded since ato2016, there is no assurance these problems have been rectified, or will be.

I have run a full virus scan and malware scan this morning, both came back clean.

I won't mention here what microsoft had to say about windows and acronis last year.

wish me luck ...........

Vega, wishing you lots of luck...!  One last thought, have you tried doing a delayed start for any of the problem programs?  This is something that the free Glary Utilities can allow you to do, or if it is related to a Windows Service, you can set to 'Automatic (Delayed)' to achieve?

I suspect that this may not be anything you haven't already tried by just attempting to run the failed programs again after Windows has started up.

thanks Steve,

I managed to restore the system to Nov 1 from the boot disk. did a quick backup and was error free both in the logs and the gui.

I allowed the acronis update to the latest for ati2016, tried another backup and the errors in both the gui and log returned, along with trueimagemonitor closing itself down after using over 4gb memory.

I ended up restoring my system once again and until I can find the culprit will leave acronis be without the update.

I reran virus and malware scans and nothing turned up.

Vega, might be worth trying a 30-day trial of ATI 2018 to see if that gives the same problem or not?  You could report any issues via the PreSales / Trial Support process if it does.