Acronis 2020 for Mac cannot complete Entire iMac Backup without failing

Charles, please see this link to the dedicated Acronis True Image for Mac Forum.

Your ATI 2020 build 25760 should be fully compatible with the following Mac OS versions.

Supported operating systems:

• macOS Catalina 10.15
• macOS Mojave 10.14
• macOS High Sierra 10.13
• macOS Sierra 10.12
• OS X El Capitan 10.11

It appears the problem is associated with trying to access a file that does not appear to exist on the Mac system, i.e., /private/bs_hudson/workspace/master/125/product/core/common/error.cpp:339 with other variations of this file as shown in the log.  These files do not show up in Finder or Spotlight even when show hidden files is invoked.  What are these files and where do they exist in the macOS system?

Any references to lines in the logs such as shown above are purely internal diagnostic references for the ATI internal code and bear no resemblance to any files or locations within either the Mac OS or Windows file systems - these are 'trace' log entries intended to help the developers identify where errors originate.

The first meaningful error line in your log is:

Can't read slices: Error 0x40011: The specified file does not exist.

That error line then triggers the further errors reported in the log.

I have no direct experience in working with the Mac log files to be able to advise whether the error above is referencing the backup source, or whether it is saying there is an issue with the destination backup .tibx file.  There may be other logs present that would clarify which area the error is being generated from?

(In Windows, I would be looking at the backup_worker and ti_demon log files for any similar errors).

Sorry I cannot help further than the above but I do not own any Mac computers!  The Apple II+ stored in my loft doesn't count as is a pure museum piece these days!

Steve,
Many thanks for your insight into this problem.  I have come to the same conclusion as what you state, in that the files and paths are internal to ATI code.  I am in the process of trying to work a remote session with Acronis to see if they can find the cause of the problem.  I will post the diagnosis and possible solution when the remote session happens.  So far Acronis has not been able to live up to their commitments for a remote session dates and times after they promise to do so for several occasions! 

Charles

Hi,

I just got a similar issue when trying to backup a full image of the internal SSD of my Mac.
The error message is displaied after a few seconds: "The last backup has not completed. It will restart in 30 seconds. Impossible to mount volume "/dev/disk0s4"

I had the same issue a few hours ago with True Image 2020

Presently upgraded to True Image 2021 on MacBook Pro 15" 2018 with MacOS 10.15.6
Backup destination is a dedicated APFS volume on a USB drive that contains 2 volumes.

Log file contains this:
2020-08-21T17:50:58:697+09:00 4416523712 I00000000: -----
2020-08-21T17:50:58:697+09:00 4416523712 I00000000: ATI Demon started. Version: 25.4.1.30220.
2020-08-21T17:50:58:703+09:00 4416523712 I013C0006: 50EE69AA-FD7F-45E3-BB5E-A815EC374B7D
2020-08-21T17:50:58:710+09:00 4416523712 I00640002: Opération BOOTCAMP, Macintosh HD, Macintosh HD - Data, Preboot, Recovery, VM démarrée conformément à la planification.
2020-08-21T17:50:58:853+09:00 4416523712 I013C0000: Opération : Sauvegarde
2020-08-21T17:50:58:854+09:00 4416523712 I0064000B: Priorité changée en Basse.
2020-08-21T17:50:58:994+09:00 4416523712 E00000000: Can't read slices: Error 0x40011: Le fichier spécifié n'existe pas. (The specified file does not exist)
| line: 0xaa33a143c434a602
| fichier: /private/bs_hudson/workspace/master/570/product/home/backup_worker/impl/backup_worker.cpp:180
| fonctionnalite: ReturnCodeToError
| line: 0xaa33a143c434a602, /private/bs_hudson/workspace/master/570/product/home/backup_worker/impl/backup_worker.cpp:180, ReturnCodeToError
| $module: ti_demon_macia64_30220
|
| error 0x40011: Le fichier spécifié n'existe pas. (The specified file does not exist)
| line: 0xc8d8731ce106f9c2
| fichier: /private/bs_hudson/workspace/master/570/product/archive/ver3/adapter/error.cpp:52
| fonctionnalite: ConvertArchive3Error
| line: 0xc8d8731ce106f9c2, /private/bs_hudson/workspace/master/570/product/archive/ver3/adapter/error.cpp:52, ConvertArchive3Error
| $module: ti_demon_macia64_30220
2020-08-21T17:51:02:113+09:00 4416523712 E02AA0202: Error 0x2aa0202: Impossible de monter le volume “/dev/disk0s4”.
| niveau de suivi: erreur
| line: 0xa7f5ae6765fd9a74
| fichier: e:/jenkins_agent/workspace/ati-disk_backup/692/product/main/home/clone_containers_mac/mount_point_holder.cpp:70
| fonctionnalite: Mount
| line: 0xa7f5ae6765fd9a74, e:/jenkins_agent/workspace/ati-disk_backup/692/product/main/home/clone_containers_mac/mount_point_holder.cpp:70, Mount
| DeviceName: /dev/disk0s4
| $module: disk_backup_macia64_692
|
| error 0x860036
| line: 0x2efce5733470d9dc
| fichier: e:/jenkins_agent/workspace/ati-disk_backup/692/product/main/core/macex/device_utility.cpp:329
| fonctionnalite: Mount
| line: 0x2efce5733470d9dc, e:/jenkins_agent/workspace/ati-disk_backup/692/product/main/core/macex/device_utility.cpp:329, Mount
| token1: 0xfffffffff8da000c
| $module: disk_backup_macia64_692
2020-08-21T17:51:03:141+09:00 4416523712 E013C0005: Error 0x13c0005: Opération réalisée avec des erreurs.
| niveau de suivi: erreur
| line: 0x9f2c53c72e8bced9
| fichier: /private/bs_hudson/workspace/master/570/product/products/imager/demon/main.cpp:739
| fonctionnalite: main
| line: 0x9f2c53c72e8bced9, /private/bs_hudson/workspace/master/570/product/products/imager/demon/main.cpp:739, main
| $module: ti_demon_macia64_30220

Bertrand,

The core message (for me) looks to be "Impossible to mount volume "/dev/disk0s4" but with the caveat that I am purely a Windows user with no Mac experience!

Where is this volume?  Is this on your source SSD, if so, can you backup the other volumes on that SSD separately to confirm they are not involved in the issue?

Steve, The issue occurs when I try to back up the entire internal SSD media (all partitions and volumes, with the capability to re-create the entire disk as it was (all partitions and volumes, exactly as they were before). For this, I used the following source selection: “Disk > BOOTCAMP, Macintosh HD, Macintosh HD - Data, Preboot, Recovery, VM”.

When I try any other source selection, it works fine. But the problem is that these other options won't enable me to restore the complete SSD media in case of crash or change of computer.

I am not an IT expert, but it appears that the /dev/disk0s4 volume is a very special volume. It is not listed in the list of volumes in the MacOS Disk Utility app. In this app, it only appears as one of the 3 objects inside the SSD map (together with the "Macintosh HD" and "BOOTCAMP" objects)
disk0s4 also appears in the System Info utility (section "Hardware > NVMExpress") as:
disk0s4:
  Capacity:    554.7 MB (554696704 bytes)
  BSD Name:    disk0s4
  Content:    Windows Recovery

Bertrand, just looking at the information you provided, this volume looks to be the Windows Recovery partition associated with the version of Windows (10?) that you have installed within Bootcamp, and is a similar size to how the same shows on native Windows systems.

In terms of being special, this is regarded as being a Hidden / System partition on Win PC's but ATI for Win has no issues with backing up such partitions (provided is run from an Administrator level account).  I am assuming here that you are making a Disks & Partitions backup image here and not attempting to use a Files & Folders backup!

This is probably where we really need someone with Mac experience to chip in to this discussion with their experience of doing the same type of backup.  The alternative would be to raise a topic in the dedicated Acronis True Image for Mac Forum.

Bertrand,

in my case, I have an iMac with 3 TB SSD running Catalina and Parallels with Windows 10.  All was well with Acronis until my upgrade to Catalina.  As you can see from my original post the log shows the error as Can't read slices 0x40011.  This may well be a related or similar problem to what you are having.  However, I have been working with Acronis Technical Support team since 16 July 2020.  I have provided numerous detailed logs, however nothing productive came of this effort. Instead they suggested a remote session using Team Viewer.  Acronis set up a remote session on four occasions , but in each case failed to live up to their commitment for a remote session.  Acronis do not appear to be able to identify the file/files that may be creating this error.

My original problem was related to accomplishing a complete backup of the MacOS system on the SSD using Acronis.  I also ran two other Acronis backups successfully which only required backup of data files, not system files.  I maintain the issue is that Acronis is running up against the increased protections created by Catalina, especially for system files even though I have granted full disk access to Acronis.  However two other backup systems I am using Time Machine and Chronosync have no problems in fully supporting a system backup. 

So I will be dropping Acronis in December 2020 when my subscription renews, unless a miracle occurs!

I started a new discussion on the Acronis True Image for Mac forum.
And I just found another discussion on the exact same topic, started in April 2020, with no answer at all! I will see if my posts get better "success"...
I may also stop my Acronis subscription if this issue is not solved in time.

If you have a subscription you should install ATI 2021 which was released yesterday - hopefully it will solve the problem.

Ian

Bertrand Tostain wrote:

 

I had the same issue a few hours ago with True Image 2020

Presently upgraded to True Image 2021 on MacBook Pro 15" 2018 with MacOS 10.15.6A

As I already posted, I already upgraded to ATI 2021 and the issue remains.

But in the while, I got another VERY VERY SERIOUS issue that I am currently investigating. I will tell you, but presently I need an urgent reboot of my computer...

I have just completed system backup using ATI 2021.  The problem still remains! 

I hope Acronis engineers are monitoring these posts so they can take effective action to resolve these problems .

Charles Mortimer wrote:

I have just completed system backup using ATI 2021.  The problem still remains! 

I hope Acronis engineers are monitoring these posts so they can take effective action to resolve these problems .

Charles, you need to open a Support case with Acronis if you want them to take any notice - they rarely ever visit these forums to my knowledge!  We wish that they would to hear what many of the users have been saying!

This has been done.  This was opened on 16 July 2020 with no productive results.  I have provided Acronis numerous data dumps and logs and Acronis seem to be insensitive to the problem.  They have suggested remote sessions on four occasions which I eagerly accepted.  However, Acronis failed to show up on line at the specified window even after I stayed on line for several hours after the stated time.  I am disgusted with the quality of their support.  A manager supposedly calls me and promises me a remote session will be on time but it failed to materialize.  So I am now relying on the camaraderie of the users to try and find a solution.  This seems to be a fairly wide spread problem possibly only in the Mac community?

Dear Charles,

please accept our apologies for the negative experience with our software and service! We've increased the priority of your open support ticket.