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Acronis hangs during disk backup

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Acronis True Image 2020 recently started hanging at "calculating time remaining" during a disk backup.  This worked fine until a couple of months ago.  The VSS Doctor tool does not show any errors.  The demon log is reporting the following error:  "Can't read slices: Error 0x40011: The specified file does not exist."  Is there a way to determine what file this error is referring to and/or a way to fix this error?

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Lewis, welcome to these public User Forums.

In the context of an ATI backup, a slice is either an incremental or differential backup, so if the error message is saying it cannot read such a slice, then it can indicate one of a number of issues!

There may be an issue on the destination storage drive preventing file data from being read.

Files that are expected to be found may have been deleted outside of the options offered in the ATI GUI panel / task menus.

Seeing the whole log file rather than a single message taken out of context would help in our understanding.

There is a new MVP Assistant log viewer tool that has now been made available by Acronis via the Community Tools page.. 

If you have Disks & Partitions backups created on ATI 2020 or later using .tibx files, then look in the Backup Worker logs.

If you have Files & Folders backups using .tib files (or Disk backups from earlier versions using .tib files) or using Cloning then look in the Demon logs.

Other logs are shown by the MVP Assistant under the 'Active Logs' heading of the Log Viewer page of the Assistant.

The log files should be zipped to preserve their original file names if sharing in the forums and would need to be less than 3MB in size, otherwise you would need to share the zip file via a Cloud share service such as OneDrive, Dropbox etc.

Here is the full Backup Worker log and Demon log from the failed backup.

Fichier attaché Taille
583959-288351.log 1.49 Ko
583959-288354.log 11.05 Ko

Lewis, thanks for the log files but unfortunately they don't offer any more information on this issue.

The Backup Worker log shows that your DIANNE-HP-LAPTOP backup task is being launched and the initial check for the .tibx file is completed before it attempts to make a further full backup of the source data (local disk) but the log ends at that point with the following lines which indicate that it is progressing normally and where further entries would be expected!

25/07/2021 01:59:34:043 PM type=log; level=inf; message=ar#1:
opening archive path="\\?\E:\Dianne's HP Laptop Disk Backups\/DIANNE-HP-LAPTOP.tibx" in append mode (create);
25/07/2021 01:59:34:043 PM type=log; level=inf; message=ar#1:
opened archive path="\\?\E:\Dianne's HP Laptop Disk Backups\/DIANNE-HP-LAPTOP.tibx" mode=append reopen=0:0 (commit_seq=7, reuse_seq=4, file_size=176128, uuid=576074ad9527865100552826c6609365);
25/07/2021 01:59:34:450 PM type=log; level=inf; message=ar#1: archive_slice_start_chain_ex(type=full);
25/07/2021 01:59:34:450 PM type=log; level=inf; message=ar#1: archive_slice_create(sid=5,type=inc,user_type=full,
uuid=00000000000000000000000000000000,ctime=0);

All of the above suggest all is working correctly except for there being no further entries in the log?

How long have you left the backup operation to run after you have deemed it to be hanging?

The log suggests that you need to leave it longer to see if it will progress to completion.

In this particular instance, I let it run for 12 hours before stopping it.  The only error indication seems to be in the demon log.

Lewis, the Demon log time stamps are prior to those in the Backup Worker logs and the error message occurs at 25/07/2021 01:59:34:028 PM which is when ATI does a read-only check that the file exists in the BW log.

25/07/2021 01:59:33:387 PM type=log; level=inf; message=ar#1: opening archive path="\\?\E:\Dianne's HP Laptop Disk Backups\/DIANNE-HP-LAPTOP.tibx" in readonly mode;
25/07/2021 01:59:33:574 PM type=log; level=inf; message=ar#1: opened archive path="\\?\E:\Dianne's HP Laptop Disk Backups\/DIANNE-HP-LAPTOP.tibx" mode=readonly reopen=0:0 (commit_seq=7, reuse_seq=4, file_size=176128, uuid=576074ad9527865100552826c6609365);
25/07/2021 01:59:34:028 PM >>>
25/07/2021 01:59:34:043 PM >>>
25/07/2021 01:59:34:043 PM type=log; level=inf; message=ar#1: archive closing;
25/07/2021 01:59:34:043 PM type=log; level=inf; message=io#1: total req: 0 (rd: 0 wr: 0 sync: 0), pgreq: 0 (rd: 0 wr: 0) sync: 0.0 ms;

My suggestions at this point are:

Try creating a new backup task - does this work correctly / successfully?

If not, then try doing a Repair Install of ATI as per KB 60915: Acronis True Image: repairing program settings