Backup to the cloud with a generic error message
I am having trouble backing up to the cloud with Acronis True Image 2021.
I originally had a backup of a folder with 10-15 files 100 MB each. It was working fine for months until I started getting a generic backup error message around 2 weeks ago.
I tried deleting the old backup, completely reinstalling ATI, nothing helped until I cut the number of files in the folder down to 3 files of 100 MB each. That backup completed successfully. When another 100 MB file was added later, the next backup failed.
Here's the ti_demon log (I can't seem to get more detailed logs because ATI is preventing me from modifying the config):
2021-05-26T21:30:00:168-07:00 17664 I00000000: ----- 2021-05-26T21:30:00:168-07:00 17664 I00000000: ATI Demon started. Version: 25.8.1.39216. 2021-05-26T21:30:00:183-07:00 17664 I00640002: Operation KWSJ-QBPOS-backup started by schedule. 2021-05-26T21:30:00:733-07:00 17664 I013C0000: Operation: Backup 2021-05-26T21:30:00:733-07:00 17664 I013C0000: Backup type: file level 2021-05-26T21:30:02:967-07:00 17664 I0064000B: Priority changed to Low. 2021-05-26T21:56:34:484-07:00 17664 E00040019: Error 0x40019: Error occurred while backing up. | trace level: error | line: 0xaa33a143c434a5fd | file: c:\jenkins_agent\workspace\ati-main-win-ati\62\home\backup_worker\impl\backup_worker.cpp:175 | function: `anonymous-namespace'::ReturnCodeToError | line: 0xaa33a143c434a5fd, c:\jenkins_agent\workspace\ati-main-win-ati\62\home\backup_worker\impl\backup_worker.cpp:175, `anonymous-namespace'::ReturnCodeToError | Archive3Code: 0x138d | Name: | $module: archive3_adapter_vs_39216 2021-05-26T21:56:34:535-07:00 17664 E013C0005: Error 0x13c0005: Operation has completed with errors. | trace level: error | line: 0x9f2c53c72e8bcedb | file: c:\jenkins_agent\workspace\ati-main-win-ati\62\products\imager\demon\main.cpp:741 | function: main | line: 0x9f2c53c72e8bcedb, c:\jenkins_agent\workspace\ati-main-win-ati\62\products\imager\demon\main.cpp:741, main | $module: ti_demon_vs_39216
I have another 2-file backup (90 MB + 3 MB) that works fine on the same computer. Entire drive backup to a local location also works fine.
Enchantech wrote:Not using Cloud storage myself I'm no expert but this sounds like you may be running out of available storage space. You may wish to check that.
Acronis Cloud: 241.63 GB free of 1.00 TB
Okay, you would need to contact Acronis support for your issue as this is a user forum and we have no control over such matters.
Another possible issue could be if any of the files you are backing up are locked by another application at the time? Example: if you are including folders / files belonging to another Cloud application such as OneDrive.
Steve Smith wrote:Another possible issue could be if any of the files you are backing up are locked by another application at the time? Example: if you are including folders / files belonging to another Cloud application such as OneDrive.
The folder or files is not locked. I verified it by moving them. One Drive does not set to backup or manage this folder.
I wish there is a way to set the log level to debug, but it seem ATI 2021 completely lock that option out.
Ken, is this a Files & Folders backup task to the Acronis Cloud (not a Disks & Partitions backup)?
What are the files and folder that look to cause the task to fail? Does this issue happen with any files and folder of a similar size?
Yes, this is a Files & Folders backup task to the Acronis Cloud.
The folder in this backup contains 1 week of Quickbook Point of Sale backups, which is usually between 3-4 files of 100 MB each.
So far, the history of the backup are as follow:
1 x 100 MB (1/1 success, first backup) 2 x 100 MB (1/1 success, 2nd incremental backup) 3 x 100 MB (0/3 success) 4 x 100 MB (1/1 success, latest backup that succeed today)
This used to have 30 days of backups that successfully backup to the cloud over the years, but it started to throw this error just two weeks ago. I cut it down to just the latest backup file as a test, which succeed. However, it started to throw the error again once there are 3 files in the folder. What's even more weird is that it succeed again today for some reason.
Ken, is it possible that Quickbooks could still hold any locks on these backup files?
No, I used a script to stop the Quickbooks DB and then copy the files to a backup drive. Half an hour later True Image is set to upload the files on the backup drive to the cloud.
Sorry Ken but I am running out of ideas here! Have you opened a support case with Acronis to enlist their help in understanding why this problem is happening?
Are you able to make local backups of these same source files, say to an external backup drive?
Thanks for the help Steve. I did open a support case with Acronis and we are trying to work out the issue. However the issue seem to resolve itself for the last 3 days after failing for over two weeks. At this point, I am just guessing that it was a server side issue that Acronis fixed since we didn't change anything on the client side.
Also, local backup (full drive and otherwise) works fine, it's just one of the two cloud backup that seems to fail.