Acronis scheduler access denied error 5

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I started receiving an Access Denied error 2 days ago. This documents the steps I took to resolve the problem. I suspect the process was blocked by tib_mounter_service.exe

It is a 3:04am daily backup of a particular directory taking usually 5 minutes.
ATI version: 2023 Build 39676 for Western Digital
Windows 8.1 SP2

Windows Event log at 03:04 shows just the one error on each day.

Scheduler failed to run task  with GUID 'B4AE9731-926E-4154-82BA-DDFD23A23B1C' because of error 5 (Access is denied.).

In the MVP tool, there were two logs showing under the schedule2 branch. I was able to open the old log. When clicking on the more recent log, a File in Use error displayed and the dialog offered to restart a service. Clicked Yes, then was able to access ok.

This appears to be the earliest indicator of a fault on 14.11.2023
CreateProcessAsUser: < token=00000224 > error=5

Previous day worked

13.11.2023 03:04:00.005 00001038 OnServiceMainWake: begin
13.11.2023 03:04:00.005 00001038 Trying task 1-10 as TIME_NORMAL
13.11.2023 03:04:00.005 00001038     Stored token 00000000 replaced with 00000000
13.11.2023 03:04:00.005 00001038   Windows fast startup state to disable: ENABLED PRESENCE
13.11.2023 03:04:00.005 00001038   Windows fast startup state disabled: BACKUP PRESENCE
13.11.2023 03:04:00.176 00001038   next wake up time = 14.11.2023 03:03:00
13.11.2023 03:04:00.176 00001038   SetWaitableTimer(133443685800000000): > error=0
13.11.2023 03:04:00.176 00001038 OnServiceMainWake: next time = 13.11.2023 03:05:00
13.11.2023 03:04:00.176 00008538   API Reply: OP=WAIT_CHANGES_EX2 Ver=4 Status=0 Task=1-10 Result=3(RUN_WAITED) Extra=8(TIME_NORMAL)
13.11.2023 03:04:00.176 000014A0 Running task 1-10
13.11.2023 03:04:00.176 000014A0 LogonUser: < domain="LAVENDER" user="paul" > error=0
13.11.2023 03:04:00.176 000014A0 NewSecurityDescriptor: > error=0
13.11.2023 03:04:00.176 000014A0 SetTokenInformation: > error=0
13.11.2023 03:04:00.176 000014A0 Scheduler user for account found
13.11.2023 03:04:00.176 000014A0 Session found
13.11.2023 03:04:00.176 000014A0 DuplicateTokenEx: < token=000007BC > error=0 token=000007D8
13.11.2023 03:04:00.192 000014A0 CreateEnvironmentBlock: > error=0
13.11.2023 03:04:00.192 000014A0 GetVistaLinkedToken: < token=000007D8 > error=0 token=00000610
13.11.2023 03:04:00.281 000014A0 CreateProcessAsUser: < token=00000610 > error=0
13.11.2023 03:04:00.281 000014A0   Prevented from sleep: on
13.11.2023 03:04:00.281 000014A0     Stored token 00000000 replaced with 00000000
13.11.2023 03:04:00.281 000014A0 Runner wait for 4294967295 ms
13.11.2023 03:04:00.281 000054B0   API Reply: OP=WAIT_CHANGES_EX3 Ver=4 Status=0 Task=1-10 Result=3(RUN_WAITED) Extra=8(TIME_NORMAL)
13.11.2023 03:04:00.281 000054B0 API Entry: OP=WAIT_CHANGES_EX3 Ver=4 Misc=0 Id=0 IntUser=-1 LogonSid=S-1-5-5-0-19951765 User="LAVENDER\paul" (S-1-5-21-2892361069-1660609863-652066848-1005)
13.11.2023 03:04:00.328 000049E4   API Reply: OP=WAIT_CHANGES_EX2 Ver=4 Status=0 Task=1-10 Result=3(RUN_WAITED) Extra=8(TIME_NORMAL)
13.11.2023 03:04:00.328 000054B0     WaitId=223 Product=0 (NONE)
13.11.2023 03:04:00.328 000054B0   API Reply: OP=WAIT_CHANGES_EX3 Ver=4 Status=0 Task=1-10 Result=8(RUN_STARTED) Extra=0
13.11.2023 03:04:00.328 00007F38   API Reply: OP=WAIT_CHANGES_EX2 Ver=4 Status=0 Task=1-10 Result=3(RUN_WAITED) Extra=8(TIME_NORMAL)
13.11.2023 03:04:00.328 00008538 API Entry: OP=WAIT_CHANGES_EX3 Ver=4 Misc=0 Id=0 IntUser=-1 LogonSid=S-1-5-5-0-19951765 User="LAVENDER\paul" (S-1-5-21-2892361069-1660609863-652066848-1005)

This failed

14.11.2023 03:04:00.000 00001038 OnServiceMainWake: begin
14.11.2023 03:04:00.000 00001038 Trying task 1-10 as TIME_NORMAL
14.11.2023 03:04:00.000 00001038     Stored token 00000000 replaced with 00000000
14.11.2023 03:04:00.000 00001038   Windows fast startup state to disable: ENABLED PRESENCE
14.11.2023 03:04:00.000 00001038   Windows fast startup state disabled: BACKUP PRESENCE
14.11.2023 03:04:00.076 00001038   next wake up time = 15.11.2023 03:03:00
14.11.2023 03:04:00.076 00001038   SetWaitableTimer(133444549800000000): > error=0
14.11.2023 03:04:00.077 00001038 OnServiceMainWake: next time = 14.11.2023 03:05:00
14.11.2023 03:04:00.077 000029FC   API Reply: OP=WAIT_CHANGES_EX2 Ver=4 Status=0 Task=1-10 Result=3(RUN_WAITED) Extra=8(TIME_NORMAL)
14.11.2023 03:04:00.077 000014A0 Running task 1-10
14.11.2023 03:04:00.081 000014A0 LogonUser: < domain="LAVENDER" user="paul" > error=0
14.11.2023 03:04:00.082 000014A0 NewSecurityDescriptor: > error=0
14.11.2023 03:04:00.082 000014A0 SetTokenInformation: > error=0
14.11.2023 03:04:00.082 000014A0 Scheduler user for account found
14.11.2023 03:04:00.082 000014A0 Session found
14.11.2023 03:04:00.082 000014A0 DuplicateTokenEx: < token=000007BC > error=0 token=000007C4
14.11.2023 03:04:00.084 000014A0 CreateEnvironmentBlock: > error=0
14.11.2023 03:04:00.084 000014A0 GetVistaLinkedToken: < token=000007C4 > error=0 token=00000224
14.11.2023 03:04:00.117 000014A0 CreateProcessAsUser: < token=00000224 > error=5
14.11.2023 03:04:00.117 000014A0   Windows fast startup state to enable: BACKUP PRESENCE
14.11.2023 03:04:00.117 000014A0   Windows fast startup state enabled: ENABLED PRESENCE
14.11.2023 03:04:00.117 000014A0     Stored token 00000000 replaced with 00000000
14.11.2023 03:04:00.141 000014A0 Runner wait for 4294967295 ms
14.11.2023 03:04:00.141 00008628   API Reply: OP=WAIT_CHANGES_EX2 Ver=4 Status=0 Task=1-10 Result=3(RUN_WAITED) Extra=8(TIME_NORMAL)
14.11.2023 03:04:00.141 00007BF4   API Reply: OP=WAIT_CHANGES_EX3 Ver=4 Status=0 Task=1-10 Result=3(RUN_WAITED) Extra=8(TIME_NORMAL)
14.11.2023 03:04:00.142 00007BF4 API Entry: OP=WAIT_CHANGES_EX3 Ver=4 Misc=0 Id=0 IntUser=-1 LogonSid=S-1-5-5-0-2585500575 User="LAVENDER\paul" (S-1-5-21-2892361069-1660609863-652066848-1005)
14.11.2023 03:04:00.177 00007BF4     WaitId=254 Product=0 (NONE)
14.11.2023 03:04:00.177 00007BF4   API Reply: OP=WAIT_CHANGES_EX3 Ver=4 Status=0 Task=1-10 Result=7(RUN_ERROR) Extra=5

Steps taken to resolve:
chkdsk on local and USB drives
I stopped all Acronis services except for Acronis Active Protection (TM) Service

In Task Manager there were several Acronis processes still running. I terminated all except Active Protection
C:\Program Files (x86)\Common Files\Acronis\TibMounter64\tib_mounter_service.exe (Service)
C:\Program Files (x86)\Common Files\Acronis\TibMounter64\tib_mounter_service.exe (Paul)
C:\Program Files (x86)\Common Files\Acronis\ActiveProtection\Anti_ransomware_service.exe
C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageMonitor.exe

Then restarted services and ran the GUI tool
"C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageLauncher.exe"

Also ran as admin:
C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageMonitor.exe

I changed the nightly schedule to run in the next 10 minutes, exited MVP and closed the GUI tool confirming the icon was showing in the system tray.
At the appointed time, a new system tray icon appeared showing Acronis True image % complete incrementing gradually. It took about 4 minutes to creep from 0% to 8% then finished quickly.

Potential causes?
One of two USB drives experienced sudden shut down on 13.11 between 3am and 6am, after the successful backup.  At around 06:45am desktop and USB drives were shut down cleanly. Surge protect powerboards were replaced, USB drives powered on and verified accessible.
Google services auto update on 14.11 later in the day
Mozilla Thunderbird manual update on 13.11 morning
No other changes to AntiVirus or networking

Noted
The tib_mounter_service was not running after the test backup completed which makes me think something screwy was going on here.
Tib log is datestamped 13.11.2023 06:25 when all systems were shutdown.
TibMounterService-20231109-091122-521.0.log
 

jeu 16/11/2023 - 00:01
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Contributions: 2
Commentaires: 1727

Hello Paul,

Welcome to the forum.

Thanks for sharing your experience and all the steps you took to solve the issue.

This may help other users.

Best regards.

jeu 16/11/2023 - 09:52
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