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TI2019 hangs with error 0x40003

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I have a new build of an Asus PN51 mini-PC which has a Ryzen 7 5700U and 32GB RAM, running W10 Pro 21H2 and TI2019 18100. TI is set for full, not scheduled, backups of the disk.

The 2.5Gbps Ethernet port is wired to a multi-Gbps switch, the NAS has a 10Gbps port wired to the same switch. If I copy a 20GB .tib file in either direction between the two it runs at 2.5Gbps so there doesn't seem to be any physical problem.

But the backup fails with error 0x40003 at any point from 150MB to 1.5GB. I have tried different Ethernet cables and forcing the speed to 1Gbps. I have several other PCs running W10 21H2 and TI2019 18100 with the same user ID and credentials that work perfectly. The only obvious difference is that this copy of TI is in trial mode as I've run out of licences. Copy of a Demon log below

01/04/2022 06:23:34:445 PM +01:00 12100 I00000000: -----
01/04/2022 06:23:34:445 PM +01:00 12100 I00000000: ATI Demon started. Version: 23.6.1.18100.
01/04/2022 06:23:34:460 PM +01:00 12100 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
01/04/2022 06:23:34:460 PM +01:00 12100 I00640002: Operation that2 started manually.
01/04/2022 06:23:35:618 PM +01:00 12100 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
01/04/2022 06:23:35:618 PM +01:00 12100 I013C0000: Operation: Backup
01/04/2022 06:23:35:618 PM +01:00 12100 I0064000B: Priority changed to High.
01/04/2022 06:23:35:775 PM +01:00 12100 I000B03F0: Create Backup Archive

From:  Disk 2
To file:  "nas://THERVER/My backups/that2/that2.tib"
Compression:  High
Exclude:  Files matching mask
Match criterion:  hiberfil.sys, pagefile.sys, $Recycle.Bin, swapfile.sys, System Volume Information, *.tib, *.tib.metadata, *.~, *.tmp, C:\Users\bofh\AppData\Local\Microsoft\Windows\INetCache, C:\Users\bofh\AppData\Local\Mozilla\Firefox\Profiles\*\cache2, C:\Users\bofh\AppData\Local\Mozilla\Firefox\Profiles\*\OfflineCache, C:\Users\bofh\AppData\Local\Opera Software\Opera Stable\Cache, C:\Users\bofh\AppData\Local\Opera Software\Opera Stable\Media Cache, C:\Users\bofh\AppData\Local\Google\Chrome\User Data\Default\Cache, C:\Windows\CSC

01/04/2022 06:23:35:775 PM +01:00 12100 I000101F8: Pending operation 173 started: 'Creating partition image'.
01/04/2022 06:23:35:915 PM +01:00 11888 I00640000: Writing full version to file: that2_full_b2_s1_v1.tib
01/04/2022 06:23:36:009 PM +01:00 12100 I000101F8: Pending operation 173 started: 'Creating partition image'.
01/04/2022 06:24:47:626 PM +01:00 12600 E00040003: Error 0x40003: Error occurred while writing the file.
01/04/2022 06:25:17:626 PM +01:00 12600 I00040003: Error 0x40003: Reattempting the operation. Error: Error occurred while writing the file..
01/04/2022 06:27:17:764 PM +01:00 12600 I00640000: Writing full version to file: that2_full_b2_s1_v2.tib

 

0 Users found this helpful

The log doesn't really tell us very much other than that an error occurred while trying to write to the destination location on your NAS.

One initial suggestion would be to change the compression from being High to using the default Normal setting, but this will require that you create a new backup task to do so, as compression cannot be changed once the task has run!

Is you Ethernet port / connection coming direct from the motherboard in the ASUS mini-PC and not from either an extension or via a USB adapter?

Yeah, I knew the log wasn't much help but I also knew it would be the first thing asked for....

Normal compression made no difference as the test backup hung after 250MB. However, a backup with high compression  to the other internal drive completed successfully so it does look like a networking problem.

The Ethernet port is native to the motherboard although we do have two notebooks with the same class of CPU running TI very happily at 1.4Gbps through 2.5Gbps USB3 dongles. The official Realtek driver is installed but it's dated May 2021 so I'll check for any updates.

Okay, I've cracked it but don't know yet if I can fix it. I updated the Ethernet firmware but the backup still hung. So I grabbed one of the USB dongles and, after a bit of brain-fade getting it installed, a backup ran perfectly at 1Gbps. I then reset TI to maximum comms speed and the next backup ran at 1.7Gbps! So it looks like it's a problem with the on-board NIC which is weird as it's essentially the same chip as the USB dongle. I don't believe it's faulty as I've had it running at full speed but not when the CPU is at 100% utilisation.

A bit later - I've found a solution: disable jumbo frames in the NIC configuration. I automatically set jumbo frames to 9000 when I install the OS but didn't when I installed the USB dongle. As everything else here has jumbo frames set 9000 I still think it it's a mobo problem and will keep poking it but at least I now know it's worth considering more TI 2019 licences.

I just tried re-enabling jumbo frames and it still works. So it looks like I have MS to thank for my wasted time. Nothing new there then.....

Thanks for sharing your latest findings - definitely something to consider if we see further errors of this type!