Backups Fail
We get error messages when we try to run backups that include our primary (C) drive and one or the other of our Western Digital Passport drives.
Running an image of C works. Unfortunately, the C partition backup fails, one of our Passports yields a message that it may have corrupt media, and the other Passport shows these codes: 0x00040001 0x0000FFF0 0x80070017. None of the codes yields any results in the Knowledge Base.
The Acronis Report text file does not look like the screenshots on the Acronis site, either--we cannot determine the type(s) of errors involved. We have attached the report for your convenience.
We need to back up our drives. Please provide a solution.
Have you run chkdsk /r on both your internal drive and WD drive? We ran Check Disk on the C: drive; it was clean. We will have to see about the Passports. NOTE: chkdsk /r yields a command prompt box for only a few seconds--we cannot use it. (We have Windows 7 on our primary computer.)
Have you installed and have running the software that comes with the WD drive? This can often cause problems with imaging software. On one Passport, no. We are not sure about the other. (Why is there no information about possible conflicts or other issues in the drive documentation? We should have known whether we could back up everything prior to purchasing this expensive Seagate drive.)
What does the True Image log say? We attached it to our original post.
Is the Passport drive plugged into a USB 2 or 3 port? Yes.
Is the WD drive formatted as NTFS? Yes, in both cases.
Checkdisk has to be started from a command prompt window, and, if running on the drive containing the OS, it will run on reboot .
You have attached an Acronis disk report, I'm referring to the actual True Image task log, which is found by right clicking on the gear icon on the task screen and selecting View Log, from here you can export it for attachment here. If of course the log has no warning or error entries then don't bother.
The currently connected Passport is clean. We will check the other shortly.
Here is the True Image 2013 log.
Both Passports are clean.
We have not heard anything further from Support. We provided the TrueImage log a week ago.
Please provide more information/assistance.
In your first post, you say you are backing up the "C drive and "one or the other" of the passport drives.
Are you indicating that you are selecting both disks for the backup image file to contain?
If so, is the passport disk the target destination of a Non-Stop backup task?
If you choose to create a full disk image of your just your internal system disk, and point the backup destination to an external drive, does the backup fail?
The error messages in the logs look as though the Acronis SnapAPI filter driver and related service (this allows backing up a live system) is not able to lock one or more of the source drives to be able to create a "live" backup.
If you are selecting both the internal system drive and the passport drive to be included in the backup image file, and the non-stop backup target is the Passport drive, Acronis will not be able to lock the passport drive (since it is in use by NS backup) and the backup will fail.
Can your perform a files/folders backup from your "C" drive to the external passport without problems?
We are using the Seagate drive to back up our (desktop) PC and the two Passports. We do not know why this isn't working. We are running DiskImage on only the desktop; the partition backups include the C drive and one or the other Passport drive.
Please provide more information.
Where are you storing the backup image?
Are you running Non-Stop backup as well?
All backups are supposed to be on the Seagate drive. Here is a screenshot of what we have now. None of the "partition" backups have worked since December.
What do you mean by
"We are using the Seagate drive to back up our (desktop) PC and the two Passports. We do not know why this isn't working. We are running DiskImage on only the desktop...."
What is "DiskImage" ?
Due you have any syncs enabled and are you running Non-Stop Backup?
You logs indicated that you have syncs setup and active, is this correct?
We have a sync running, but it is only for the Seagate drive.
These are the backups we have scheduled. Note that for some unknown reason, the Image backup did not run yesterday.
I think the sync running is the problem. As a test, log out of Acronis from within True Image, and then attempt to run any/all of the tasks, and report back. Logging out of your Acronis account will stop the sync, but it should restart okay after logging back in.
We tried that, it still failed.
We have uninstalled and reinstalled TIH2013. We then re-created the two backups (we will do a third when we next connect the other Passport). We'll see what happens.
Will check back to see how this is going
James
Our Passport backup nearly completed when we got the attached error message. Please look closely at what it says. Acronis' knowledge base has no information.
Seems we're back to square one(?)!
This is what the report shows regarding the above error. We cancelled the operation after attempting to retry 2-3 times.
Apparently, the backup works, but the verification doesn't. Why would this occur?
What brand and model is your computer?
How are the Passport drives connected? Are you using a hub, extension cable, etc.?
What model(s) are the Passport drives?
We have a Lenovo IdeaCentre K320 desktop. The currently-connected Passport is a My Passport Essential SE; the other is a My Passport Essential (no SE).
We attach these directly to the computer via a USB port; at least the SE is too big/powerful to work via a hub.
Any input, Colin or James (or others)?
It has been almost a month since we posted a response to James' last query, and there has been no reply.
Do we need to take this issue somewhere else?
Please advise as soon as possible. We would like to settle this issue; if Acronis cannot handle the problem, we will request a refund and donate our Seagate drive to a charity. There is no point in paying for and using a backup system that does not work.
Connect the drives to USB ports on the rear of the PC. See if that works any better.
As we stated, that is what we're doing! :-S
Here is a screenshot of the latest report on the attempted backup for the Passport SE.
No, that's not what you stated. You simply said you were using USB ports on the PC. I want to ensure that you're using the rear ports, which typically have a more direct connection than do the front ports. That may not be the issue, but I want to rule it out.
It's curious, because I use ATI without problem with various external HDs from Western Digital and other brands.
The drives are connected to the rear, one at a time--we don't have any other PC ports available.