Unable to backup to external USB drive
Suddenly I'm unable to backup my wife's computer to an external USB drive. When I try I get the following error:
"The last backup has been stopped. It will be restarted at 10:21 AM.
Source is not selected. The backup will be terminated"
So far in an attempt to resolve this issue I've:
-Tried creating a new backup
-Reinstalled Acronis 2019
-Reformatted the USB drive
-Did a full format of the USB drive (NTFS)
-Cycled power to the USB drive
-Restarted the computer
Note that the source is definitely selected as the entire PC. Any ideas what to do at this point?
-Thanks
Steve Smith wrote:Bernard, have you actually reselected the Source for the backup task then clicked on the OK button to save that selection?
Yes, several times I've specifically selected the source (Entire computer), even though it was already selected. Also I can rule out a problem with the drive, as I tried backing up to a different USB drive and got the same error.
Bernard, thanks for confirming. The next step really needs the logs to see what is happening?
Please collect an Acronis System Report zip file then share a link to this via a cloud service such as Google Drive, OneDrive, Dropbox etc.
Steve Smith wrote:Bernard, thanks for confirming. The next step really needs the logs to see what is happening?
Please collect an Acronis System Report zip file then share a link to this via a cloud service such as Google Drive, OneDrive, Dropbox etc.
KB 58820: Acronis True Image: Collecting System Report
Here's he system report. Thanks for your help with this.
https://1drv.ms/u/s!AkBZPuAQllxIguFO6XVpRLQ-A-OH-Q?e=zQt5Xx
Bernard, thanks for the system report zip which shows an issue with the destination backup drive, not the source!
2020-04-21T08:51:48:756-04:00 22172 E000B0428:
Error 0xb0428: The backup location was not found on the destination drive. Make sure the correct storage device is connected to the computer.
| function: TrueImage::Archive::CheckVolumeDeviceIdMatch
| Path: E:
| ExpectedId: \local\hd_sign(00023F15)\part_sn(E2AD4DC93EE2AD91)start(2048)
| ActualId: \local\hd_sign(FC8C3BF6)\part_sn(DE4C8A8DA2DE4CBC)start(4194304)
2020-04-21T08:51:49:043-04:00 22172 E013C0005: Error 0x13c0005: Operation has completed with errors.
The above shows that drive E: is not the same volume as was used when the backup task was configured / last working correctly. The volume ID has changed from what ATI is expecting.
There were earlier logs for an issue with the Source selection but this then changed to errors as above in later logs:
2020-04-20T08:50:54:091-04:00 9856 E000B03ED:
Source is not selected. The operation has been terminated.
Just noticed another issue from the disks.txt data in the system report:
DA-API report version 3
PS Speed IFace Hs-Bs-Tg Model
Num NT L9NO Size FSsize Free FS Type Label ABCHSV Error
---- ----- ---- ----- ----- ----- ------ --------------- ----------- ------ ----------
1- d(0) GPT 932G 14M SATA 0-0-0 HGST HTS721010A9E630
MBR ------
GPTpri -----v
-1 ---- 260M 260M 166M FAT32 EF EFI ........... --c--V
MSresr -----v
-3 --CC 912G 912G 666G NTFS 07 NTFS, HPFS Windows.... --e--V
-4 ---- 980M 980M 522M NTFS 27 Windows RE H Windows RE --c--V
-5 --DD 18G 18G 2.2G NTFS 07 NTFS, HPFS RECOVERY... --c--V
5.7M unallc ------
GPTbck ------The above shows an error for your Windows C: OS partition (e in column C of the right-most column). See KB 1638: Acronis Disk Report for details of the above.
It is recommended that you schedule a CHKDSK /F to run for C: on restart.
Steve Smith wrote:Bernard, thanks for the system report zip which shows an issue with the destination backup drive, not the source!
2020-04-21T08:51:48:756-04:00 22172 E000B0428:
Error 0xb0428: The backup location was not found on the destination drive. Make sure the correct storage device is connected to the computer.
| function: TrueImage::Archive::CheckVolumeDeviceIdMatch
| Path: E:
| ExpectedId: \local\hd_sign(00023F15)\part_sn(E2AD4DC93EE2AD91)start(2048)
| ActualId: \local\hd_sign(FC8C3BF6)\part_sn(DE4C8A8DA2DE4CBC)start(4194304)
2020-04-21T08:51:49:043-04:00 22172 E013C0005: Error 0x13c0005: Operation has completed with errors.The above shows that drive E: is not the same volume as was used when the backup task was configured / last working correctly. The volume ID has changed from what ATI is expecting.
There were earlier logs for an issue with the Source selection but this then changed to errors as above in later logs:
2020-04-20T08:50:54:091-04:00 9856 E000B03ED:
Source is not selected. The operation has been terminated.Yes, but I reformatted the drive and get the error when creating a new backup. So I don't believe ATI should not be confused about the volume in that case. Also, creating a new backup using a completely different drive resulted in the same "Source is not selected" error. This eliminates the drives as the issue.
Steve Smith wrote:Just noticed another issue from the disks.txt data in the system report:
DA-API report version 3 PS Speed IFace Hs-Bs-Tg Model Num NT L9NO Size FSsize Free FS Type Label ABCHSV Error ---- ----- ---- ----- ----- ----- ------ --------------- ----------- ------ ---------- 1- d(0) GPT 932G 14M SATA 0-0-0 HGST HTS721010A9E630 MBR ------ GPTpri -----v -1 ---- 260M 260M 166M FAT32 EF EFI ........... --c--V MSresr -----v -3 --CC 912G 912G 666G NTFS 07 NTFS, HPFS Windows.... --e--V -4 ---- 980M 980M 522M NTFS 27 Windows RE H Windows RE --c--V -5 --DD 18G 18G 2.2G NTFS 07 NTFS, HPFS RECOVERY... --c--V 5.7M unallc ------ GPTbck ------The above shows an error for your Windows C: OS partition (e in column C of the right-most column). See KB 1638: Acronis Disk Report for details of the above.
It is recommended that you schedule a CHKDSK /F to run for C: on restart.
I replied to your previous email. I think it's more likely this is the cause of the "Source is not selected" error. As I said I get the same error even though I reformatted the disk, and also used a different disk, while creating new backups. So the problem may be with the C: drive and ATI cannot size it up as the source. My wife is oncall until Monday, so I'll try the chkdsk then. Thanks for your help with this.
Yes, but I reformatted the drive and get the error when creating a new backup. So I don't believe ATI should not be confused about the volume in that case. Also, creating a new backup using a completely different drive resulted in the same "Source is not selected" error. This eliminates the drives as the issue.
Bernard, the most recent errors are not for Source not selected, but for the Destination drive.
You should reselect the Destination drive again for the current failing backup 'test' task. The log from the backup when it runs will show if there is an issue with the C: drive flagged by the error marker?
Steve Smith wrote:Yes, but I reformatted the drive and get the error when creating a new backup. So I don't believe ATI should not be confused about the volume in that case. Also, creating a new backup using a completely different drive resulted in the same "Source is not selected" error. This eliminates the drives as the issue.
Bernard, the most recent errors are not for Source not selected, but for the Destination drive.
You should reselect the Destination drive again for the current failing backup 'test' task. The log from the backup when it runs will show if there is an issue with the C: drive flagged by the error marker?
I connected a different external USB drive, created a backup named "test", selected the destination drive, and selected the source as the entire computer. And still get a "Source not selected" error. Not sure why it showed a destination error in the log. I'm going try again after I run the chkdsk command this Monday.
-Thanks
Steve Smith wrote:Yes, but I reformatted the drive and get the error when creating a new backup. So I don't believe ATI should not be confused about the volume in that case. Also, creating a new backup using a completely different drive resulted in the same "Source is not selected" error. This eliminates the drives as the issue.
Bernard, the most recent errors are not for Source not selected, but for the Destination drive.
You should reselect the Destination drive again for the current failing backup 'test' task. The log from the backup when it runs will show if there is an issue with the C: drive flagged by the error marker?
I was finally able to check the disk on my wife's computer and no errors were found. So, what I did to further troubleshoot is downgrade ATI to 2019 14690. After doing so I got the same "Source not selected" error. So I get the same error with two different versions of ATI 2019, and also 2 different external USB drives. The source in all cases where I get this error is the entire computer. I was able to successfully backup my wife's home directory without a problem. But I am unable to backup her entire computer due to the "Source not selected" error. After I get this error I am unable to even select the source at that point, I click on the source to change it and nothing happens.
I've generated another system report which includes the successful backup of the home directory, and the failed backup of her entire computer. Any help would be greatly appreciated!
Bernard, thanks for the new system report zip file.
First issue found is that there is a potential error on the main C: OS partition as shown in the disks.txt report by having 'e' in column C on the right side of the report.
There is a potential further problem with the F: 1 GB virtual disk which looks to be encrypted by BitLocker? and also showing an error indicator.
The recommendations here would be as follows:
- Schedule a CHKDSK /F against the C: drive to ensure any issues are identified & fixed.
- Either remove the F: virtual disk or remove BitLocker / unlock it, or else:
- Don't use 'Entire PC' but instead click through on the Source panel, select Disks & Partitions, then just select the main 1TB HDD drive so that the F: drive is not included in the source selection.
See KB 1638: Acronis Disk Report - for more details on the information shown in the disk report created via System Report.
Steve Smith wrote:Bernard, thanks for the new system report zip file.
First issue found is that there is a potential error on the main C: OS partition as shown in the disks.txt report by having 'e' in column C on the right side of the report.
There is a potential further problem with the F: 1 GB virtual disk which looks to be encrypted by BitLocker? and also showing an error indicator.
The recommendations here would be as follows:
- Schedule a CHKDSK /F against the C: drive to ensure any issues are identified & fixed.
- Either remove the F: virtual disk or remove BitLocker / unlock it, or else:
- Don't use 'Entire PC' but instead click through on the Source panel, select Disks & Partitions, then just select the main 1TB HDD drive so that the F: drive is not included in the source selection.
See KB 1638: Acronis Disk Report - for more details on the information shown in the disk report created via System Report.
I FINALLY resolved the issue. I fond the issue was with a file in a Synology Drive Client directory which Acronis was hanging on. This became evident when I backed up my wife's home directory, and saw the error in the logs relating to this particular .pdf file. I unmapped her Synology "Shared" folder and was then able to perform a full backup. I'm either going to re-add the "Shared" folder and exclude it from Acronis, or try and determine what the permissions issue is.
Thanks for your help with this.
Bernard, thanks for the update / feedback, glad that you have found a cause for the issue here.