1st backup fails to start
Just purchased this product but am unable to perform a backup.
True Image doesn't seem to be able to access my system. I keep getting the message:
"Can't obtain the box "LAPTOP-9HB8****" from the storage.
Data center ID:0"
Is there a particular setting in me security software (Bitdefender Total Security) that I may have to change?
Phil, do you use a product called "Falcon Sandbox"? I did a search for the text
Can't obtain the box ... from the storage.
and found several hits relating to the Hybrid Analysis function of Falcon Sandbox. If you use this product, it may be interfering with ATI functioning.
I am getting the same error. Data Center ID 122. Acronis True Image 2020, latest update--Build 25700.
Bradly, are you using Falcon Sandbox? Phil never responded so I have no idea if the Falcon Sandbox (whatever that is) is related.
Sandboxes can cause problems with creating backups - I recall there are issues with the Windows 10 sandbox. The case and the solution may well be similar. All I can suggest is to create a support ticket. If there is a solution it in all probability will not be in ATI 2020 as ATI 2021 beta testing is likely to start in June 2020. If it is fixed in ATI 2021 there is a remote possibility that it would also be fixed in any further builds of ATI 2010 - I have no idea if any further build of 2020 will appear.
Ian
I have no idea what Falcon Sandbox is. I know what sandboxes are and don't use any on this computer.
Have been using Acronis for years. First time I have seen this error. BTW it's on an Acronis Cloud backup that has been running without exception for months.
Bradley, please collect an Acronis System Report for the computer giving this issue and then share a link to this via a cloud service such as Google Drive, OneDrive, Dropbox etc. That will give us the best chance of trying to determine why your backup is now having a problem.
Please download the MVP Log Viewer tool (link in my signature below) and use this to review the log file for your backup operation. This should provide more information on what is happening from the default ti_demon logs (though the ATI Cloud backups tend to post their more detailed diagnostic information in the backup_worker logs which are not shown by the MVP tool - hence the request for the system report zip file).
I think my initial response was very misleading. I searched the web for "Can't obtain the box " and "Data center ID:" The only hits were in reports generated by Falcon Sandbox by Hybrid Analysis. The hits were for extracted strings reported by Falcon Sandbox. Many of the other strings looked like messages issued by ATI. Three hits were from scans of TrueImage.exe, TrueImageHomeService.exe, and ti_managers[1].dll.
Based on this, I'd say this is an ATI error message that nobody has reported anywhere on the web (including on the various ATI forums). In other words, this is a previously rare problem that has now been reported twice in this thread.
Maybe it's time to open a problem ticket with Acronis support.
I've been using Acronis for three years, currently have True Image 2020. I started getting the same error message on 4/8/20:
"Can't obtain the box" ... "from storage. Data center ID:0"
Have not had a backup since 4/7/20. Up until then, I've never had an error in three years. Contacted customer service, they have suggested several minor things on my system that could have caused the problem. I made all of their suggested fixes, and still have the problem. The last thing they suggested is that it was a bitlocker issue - but I don't run bitlocker on any of my drives.
Yesterday I uninstalled Acronis, rebooted, then did a fresh install. No change... I still get the same error message on the newly scheduled backup. I don't know what the issue is (and apparently, neither does Support), but I hope it is resolved soon, I'm now five weeks without an online backup.
KC
Kenneth, welcome to these public User Forums.
Sorry but we simply do not have enough information about this issue to work with.
Repeat of my earlier comments to Bradley:
Please collect an Acronis System Report for the computer giving this issue and then share a link to this via a cloud service such as Google Drive, OneDrive, Dropbox etc. That will give us the best chance of trying to determine why your backup is now having a problem.
Please download the MVP Log Viewer tool (link in my signature below) and use this to review the log file for your backup operation. This should provide more information on what is happening from the default ti_demon logs (though the ATI Cloud backups tend to post their more detailed diagnostic information in the backup_worker logs which are not shown by the MVP tool - hence the request for the system report zip file).
My issue resolved itself with the next overnight backup.
Otherwise my plan was to delete the cloud backup (I have a local backup) and start fresh with a new cloud backup. I realize that might not work for some situations, but it was my intended fix.
Bradley, thanks for your update / feedback. It sounds more likely that this was being caused by a Cloud server issue rather than something on your computer side.
Glad that Bradley's issue resolved itself. I notice that he had a different "Data Center ID" number than Phil and I had.
Also, after Steve's prompting, I reluctantly poked around in my last System Report (it's 70M zipped, so normally would have NO desire to dig through all that info).
I noticed that it says that my license is expired, even though it should be good though 2021. I just emailed that little nugget to support. Will keep you posted when they respond.
Kenneth, what is shown on the Account page in the ATI GUI regarding your license status - that should be the best indicator of whether it has expired or not, rather than what you have seen in the logs? You should be seeing something similar to my image below:
Steve,
On the desktop, it looks fine. On the cloud side, not so much.
Try signing out of your account on the PC then signing back in again to see if that refreshes the information shown in the dashboard?
Did you open the dashboard via the ATI GUI Account page option? If not, double-check that you are using the same account email & credentials for both.
Oh, great idea, Steve. I looked right at both, but didn't consider that. But no joy...
And yes, I open the dashboard with the account page option.
Update:
No solution yet. Six weeks of no backups. And after a remote login of an hour and 21 minutes by Acronis TS, he had lots of great theories, but one by one they got shut down as he researched stuff on my computer. They still don't have a clue why it's happening. Or rather, not happening.
But at least they've stopped telling me it's my fault ('There's nothing wrong with your account -- it's because of bitlocker/ it's an error on your HD/ it's your AV software/ you forgot to sacrifice a goat/ etc.").
TS guy finally said "I need to consult with my team and get back to you."
So, I guess I'll get back to y'all when/if they figure it out and fix it.
Kenneth,
I am curious. Would you humor me and do the following:
- Open Explorer and select This PC
- In the Search field (upper right) type Qt5Core.dll and click on the magnifying glass
- You might get several results for this file. Hovering your mouse over each result will display the path to this file.
- Do you find the path C:\Programs(x86)\Acronis\TrueImageHome\ for any of the results?
- If answer is yes to the above do results exist to either path C:\Windows\System32 or C:\Windows\SysWOW64?
Looking forward to your reply.
Hi Enchantech,
Yes to Acronis, no to Sys64.
Kenneth,
Thanks for your reply. Your finding the file I named in the TrueImageHome path indicates that the role the file plays is fine and the relationship between it and your error you report does not exist.
Have you tried running a Repair on the True Image installation? If not it would be worth a try. Here's how:
- Go to Apps and features in Windows
- locate the Acronis True Image app and click to select
- Click on the Uninstall button. This will run the app installer.
- When the app installer appears it will present 2 options Repair and Uninstall select Repair
- Once the repair finishes restart your PC
- Once the PC is fully started check the behavior
Even though you uninstalled True Image and reinstalled it there can be files that do not get over written that may be corrupted. The Repair tool should find and fix such issues if they exist.
Are these all cloud backups that are failing? Are there any issues occurring with local backups?
Yes, they are all cloud backups. I don't use Acronis for my local backups, but I did set one up just to see if it worked, and it worked just fine.
Running the Repair app was one of the many things that tech support did during his 1hour 20 minute remote login.
For what it's worth, I have been having the same problem for the past two days. The error email contains the following key phrases:
My cloud backups began working again with no change on my end. However, I did notice that my cloud backup speed had been dropping since late March 2020. It used to be 2 Mbps to 6 Mbps, but over the past few months, it has been running about one-tenth of that speed, i.e. .2 Mbps to .6 Mbps. It's not consistently that slow during the actual backup, it can sometimes be 5-6 Mbps and sometimes less than .1 Mbps, with the overall average at the low end. My upload broadband speed consistently tests at 11 Mbps. Once again, I have found that such problems are typically at the Acronis end, so I'm going to wait to see if it improves. I have just updated to the latest version and will see if that helps with tonight's backup. A search of the forum doesn't result in recent cloud speed complaints.
In the meantime, did the original "Can't obtain the box" issue experienced by Phil and Kenneth ever get resolved? It's been three weeks since the last posting on this issue.
No, the original issue never got resolved. To the end, it showed me with an expired license in the cloud, but a perfectly good on on desktop. Ankit in Tech Services was good, every few days he came up with something new to try, but nothing ever worked and I could never get a cloud backup going. Finally Acronis gave up, said that they had tried everything to correct it; it was a known issue, but they had no idea when it would be corrected; and said that they considered the case closed.
After 10 weeks with no cloud backup, my admiration for Acronis True Image was basically non-existent. I told them I needed a full refund for my purchase, and they paid it out within 24 hours. Glad to be rid of me, I expect.
So, this will be my last post in this forum, and I have to shop for a new cloud backup service.