Username and password error

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Since it was configured 3 months ago this True Image 2016 backup has been running perfectly, no issues. I've reviewed each log file. For no apparent reason it recently started reporting this in the logs:

1    True Image    01/03/2016 23:59:02    Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2    True Image    01/03/2016 23:59:02    Operation Entire PC (DESKTOP-####) started by schedule.
3    True Image    01/03/2016 23:59:02    Operation description: Stage Description.
4    True Image    01/03/2016 23:59:03    Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
5    True Image    01/03/2016 23:59:03    Operation: Backup
6    True Image    01/03/2016 23:59:03    Priority changed to Low.
7    True Image    01/03/2016 23:59:41    Cannot access backup file \\NAS\Acronis Backups\####\DESKTOP-####\Entire PC (DESKTOP-####)_full_b3_s1_v1.tib. Please ensure that you entered the correct credentials for the network share.
8    True Image    01/03/2016 23:59:41    The initial full backup version is not accessible at the moment.
9    True Image    01/03/2016 23:59:41    Access to the file or folder is denied.
10    True Image    01/03/2016 23:59:41    The user name or password is incorrect

The remainder of the logs then appear normal and a new differential backup is created. The log then completes saying 'Successful'. Nothing has changed with the login used to access the backup destination share. From the PC I can browse to the share through the Network. I can create/delete files in the backup share folder. When I first opened Acronis, instead of a tick in a green circle between the source and destination on the 'Backup' home screen I saw a red circle with an X. I then clicked on 'Change destination', browsed for and reapplied the original destination successfully, no problem. The tick in a green circle returned. Next I did some tests and was able to successfully both mount and validate the full version image reported as inaccessible in the log. I also tested other backups and still no problems. Thinking this must be a glitch, I close things down and wait to see what happens on the next scheduled job. 

Unfortunately another backup log came through with the same error and again a successful completion. Can anyone suggest what might be creating this error? Is the backup working correctly given that it's still creating the new weekly differentials? If you look at the attached image of the recent backup files you can see the last full version followed by differentials that increase steadily as you would expect.

Any help or advice appreciated. 

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diff_backup_history.png 17.67 Ko
ven 04/03/2016 - 21:49
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hello Paul,

In your place I would try resetting credentials cache. Close True Image window if it is opened, open Start menu, type regedit, hit Enter, navigate to the key HKEY_CURRENT_USER\Software\Acronis\Connections\smb, right-click on 'smb' and select Delete, click Yes to confirm. Then open True Image, create a new backup task and see if the error re-occurs.

When you will be setting up the new backup task, please type the address of the NAS and share directly into the address bar instead of browsing in through folder tree, e.g. type \\NAS\MyShare in white address in the upper part, hit Enter, enter credentials and proceed with backup creation.

If this does not help, you can consider opening a support ticket at http://www.acronis.com/support/. If you will pay a support fee and then the problem with error in the log will be recognized as an issue in Acronis software, the fee will be fully refunded.

Thanks,

Slava

mar 29/03/2016 - 16:22
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Contributions: 0
Commentaires: 1

Same issue here. However this has been solved resetting credentials cache as suggested by Slava. Remember to run regedit as administrator otherwise you will not find the smb key.

Thanks

mer 24/08/2016 - 10:24
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