Windows 10 1803 + USB hub + Seagate Backup Plus = Unusable performance
My hardware:
Microsoft Surface Pro (2017 model)
Microsoft Surface Dock ("Brick" style)
Generic powered USB 3.0 hub
Seagate Backup Plus 5 TB USB 3.0 External HDD
Western Digital My Passport 2 TB USB 3.0 External HDD
Samsung T3 250 GB USB 3.0 Portable SSD
My software:
Windows 10 version 1803
Acronis True Image 2018
What I'm trying to do:
I set up a backup when I first got True Image a few weeks ago - full system backup to the Seagate HDD, with an incremental scheme (create a full version after 7 incremental versions, <=4 TB). My computer is set up with the two external HDDs connected to the docking station, and I plug my computer into the dock when I get home in the evening. This backup is scheduled for late in the evening when I always have the computer plugged in.
My problem:
I noticed this ever since updating to Windows 10 1803. When True Image begins backing up to the Seagate drive, the usage (as indicated by Task Manager) shoots up to 100% for a few seconds at a time, during which the response time, read speed and write speed are all 0. Then, for a couple of seconds, it will drop to about 80%, with the response time being about 7000-10000 ms and write speeds of 100MBps (the latter being quite normal), and then it goes back up to the previous state with 100% usage. This causes the backup to be INCREDIBLY slow. Incremental backups still finish eventually, but full backups just flat-out fail with an error message about not being able to write the file.
What I've tried:
Normally, the Seagate drive is plugged into my docking station, so I tried plugging it directly into my computer and the performance is now normal - usage sits constantly around 80-90% and full backups - 400 gigabytes worth of data - complete in 2 hours or less.
I tried adding a new backup plan - the problem persisted.
I tried reformatting the HDD in question - the problem persisted.
I tried enabling and disabling write caching in Windows for the HDD - there was no difference.
I tried using a USB 3.0 hub, and the results were the same as with the docking station.
I tried using my other external HDD, the WD My Passport, as well as my Samsung T3 SSD, with a new backup plan with the same settings. Both of these work as expected. (In fact, I use the WD drive for file backups)
I tried repairing the Acronis True Image installation - the problem persisted.
I tried uninstalling and reinstalling the USB drivers - the problem persisted.
Any ideas as to what is going wrong? If it helps, I noticed this a couple of days after updating to Windows 10 1803 (probably because True Image was still making incrementals) when my computer didn't shut down like usual one night, instead presenting me with an error message about not being able to write the file.
I would agree with Steve, definitely a driver issue. Have a look in Device Manager for any exclamation marks for USB. I have read where some USB device were uninstalled by the 1803 update due to compatibility. It might help to uninstall and then reinstall the USB drivers for you dock station and hub.
Steve,
I looked at the log files, and nothing in particular looks suspicious to me; the log files from both situations look very similar, with the only differences being in time and date (and not being able to find any changes on some volumes for one).
Enchantech,
I have already tried uninstalling and reinstalling all the drivers for my docking station and USB hub, but nothing helped. Device manager does not show anything abnormal.
I also did some further troubleshooting - I used the Seagate diagnostics tool to check whether the drive was failing - it was not. I then also tried performing some other operations - such as copying large files to the drive manually, and running CrystalDiskMark - both of these completed normally with no issues whatsoever.
The plot thickens...
Neil, if you wish to share a couple of the ti_demon log files for when the problem is shown and when it works fine, we would be happy to review these for you, in case there is anything you have missed?
Here you go! Does anything in particular jump out to you?
(147271 is when it was connected to the dock, 147274 is when it was connected directly)
Neil, the only real differences for the 2 logs you shared are in relation to whether the Volume Tracker data could be found or not.
Working shows:
13/05/2018 21:52:29 :413 Volume '\\?\Volume{fead75a6-9661-4fad-bf97-90517d79a4a4}\' has been backed up using the Express Backup method.
13/05/2018 21:52:29 :413 Volume 'C:' has been backed up using the Express Backup method.
13/05/2018 21:52:29 :413 Volume '\\?\Volume{9ec2f7f3-26d1-4065-8c35-854824f48214}\' has been backed up using the Express Backup method.
13/05/2018 21:52:29 :428 The following backups have been successfully created: E:\True Image\System Backup_inc_b5_s3_v1.tib
Problem shows:
14/05/2018 09:08:13 :953 Volume Tracker has failed to find changes on volume '\\?\Volume{fead75a6-9661-4fad-bf97-90517d79a4a4}\'.
14/05/2018 09:08:13 :963 Pending operation 173 started: 'Creating partition image'.
14/05/2018 09:09:29 :788 Volume Tracker has failed to find changes on volume 'C:'.
14/05/2018 09:09:31 :143 Writing incremental version to file: System Backup_inc_b5_s4_v1.tib
14/05/2018 09:10:07 :904 Pending operation 173 started: 'Creating partition image'.
14/05/2018 09:10:08 :056 Volume Tracker has failed to find changes on volume '\\?\Volume{9ec2f7f3-26d1-4065-8c35-854824f48214}\'.
14/05/2018 09:10:08 :127 Pending operation 173 started: 'Creating partition image'.
14/05/2018 09:10:08 :249 The following backups have been successfully created: E:\True Image\System Backup_inc_b5_s4_v1.tib
Both backups show as being successful, so perhaps more information would come from when your full backup failed when the Seagate was on the dock?
Hmm. I'll try and get one of those to you as soon as I can.
Here's one!
Neil, there is a much clearer indication of an issue in the latest full log file.
05/05/2018 20:15:15 :535 Pending operation 173 started: 'Creating partition image'.
05/05/2018 20:15:15 :728 Writing full version to file: System Backup_full_b3_s1_v1.tib
05/05/2018 20:15:15 :955 Pending operation 173 started: 'Creating partition image'.
05/05/2018 21:42:33 :985 Error 0xb042f: Destination is unavailable.
05/05/2018 21:43:04 :111 Writing full version to file: System Backup_full_b3_s1_v2.tib
05/05/2018 22:19:12 :790 Error 0x40003: Error occurred while writing the file.
05/05/2018 22:19:42 :799 Error 0x40003: Reattempting the operation. Error: Error occurred while writing the file..
05/05/2018 22:19:42 :799 Writing full version to file: System Backup_full_b3_s1_v3.tib
05/05/2018 22:48:46 :813 Error 0x40003: Error occurred while writing the file.
The initial 'Destination is unavailable' is perhaps the most telling issue here as this then leads on to the other errors shown for writing the file...
Just probably repeating myself, but did you try reselecting the destination drive again while it was connected via the dock or hub - just wondering if the drive is presenting with a different identifier in that scenario for some reason?
Hi Steve,
Yes, I did try the steps you mentioned - no dice!
I forgot to mention - these failed full backups always get to about 250 gigabytes (out of 400 or so) before failing completely. I was monitoring task manager during one of these failed runs, and the same symptoms appeared, until eventually, there was a very very long section with usage at 100% and io speeds at 0, at which point True Image appears to give up entirely.
Your description sounds to me like the onset of disk failure. I would recommend using some tools to check your 5TB drives health. Seagate Seatools is good for this and can be found on their support site, free download.
Enchantech, the funny thing is, it passes all the SeaTools diagnostic tests. I'll try running it again, but the drive is only a couple of months old.
Neil, perhaps another repeated question, but is your USB hub or dock powered independently or from the computer USB port? Plus, do you have other devices drawing power via the same dock / hub when doing the backup?
Steve,
You asking these questions makes me feel much better about my troubleshooting skills when I can tell you that yes, I did indeed think of that! The first step to being a pro is to think like a pro, am I right?
To answer your question - the docking station and USB hub are both independently powered. I have had issues with the docking station not being able to supply enough power in the past, but I managed to narrow that down to my external DVD drive drawing a lot of power, besides having way too many peripherals plugged in.
My current setup consists of my monitor USB cable (for the built-in powered USB hub), the aforementioned USB 3.0 hub (which is independently powered) and the two hard drives plugged into the docking station. In this configuration, drives plugged into the docking station or the USB hubs connected to the docking station all work normally, with the exception of the Seagate drive I have now.
I thought it might still be a power delivery issue, so I tried unplugging everything else from the dock, but the issue persists. I also tried connecting the USB 3.0 hub directly into the Surface, and the issue still persists.
Are you as utterly bamboozled as I am at this point by this problem?
Neil, it certainly does pose a real mystery as to why only the Seagate drive is affected in this way and I cannot fault your fault diagnosis or isolation skills, but definitely feeling bamboozled by this strange problem!
Neil,
The problem of Seagate external drives disconnecting has been reported elsewhere on the net. It seems that the power saving feature built into the drive firmware is to blame in some cases. Sounds like this might be your problem as well.
The remedy is to download from Seagate the Drive Manager utility and change this power saving setting to always on.
Look at the link provided for another report of this. LINK
Hi Enchantech,
Thanks for the tip; it turns out that the drive already had power saving mode turned off, so no, that did not help me, unfortunately.
The thing is, the problem only manifests itself with the combination of this drive, True Image and Windows 10 1803. The same drive works fine with other applications and used to work fine before the 1803 update.
I did some further testing with a Surface Pro 3 also running Windows 10 1803, with otherwise the exact same setup, and I was unable to reproduce the problem. The backup completed fine. The plot thickens even more. I don't want to reset my computer...