E-mail backup fails

Hello Robert,

Thank you for using [[http://www.acronis.com/homecomputing/ | Acronis True Image Home 2009]]

First of all please make sure that you are using the latest build of the program. Check it in Help -> About. You can always download the latest build of the program from your account under Registered Products.

If the issue persists please collect the following diagnostic information and create [[http://www.acronis.com/support/index.html| support case:]]

• Exact title of E-mail client (e.g. Microsoft Outlook Express 6.0, Microsoft Outlook 2003);
• Quantity of user profiles;
• Amount of the accounts for these profiles and their type (POP3, IMAP, etc);
• If the accounts within a single profile are of different types, please provide the amount of the accounts of each type. (E.g. profile [XXXX] contains three imap accounts and two pop3 accounts);
• [[http://kb.acronis.com/freelinking/Windows%2520System%2520Information%25…| Windows System Information File]];

Hi Dmitry,

Yes, I'm using the latest build (9770). I shall create a support case.

Thanks

On second thoughts, how do I do that? Your link just takes me to the Customer Service & Support page. As I said above, "This seems to be the only place I can actually report the bug without paying." Are you expecting me to pay to report this (again)?

Robert Davis wrote:

On second thoughts, how do I do that? Your link just takes me to the Customer Service & Support page.

Seems a little convoluted, but you need to do the following.

Log on to your account and choose Contact Support.

From the Contact Support webpage under CONTACT US select HAVE QUESTIONS.

From the pop up select TECHNICAL ISSUE WITH PRODUCT

Select TRIAL or FULL Version selection \Select product from drop down box.

Choose LIVE CHAT or SUBMIT A WEB REQUEST

Then go away and have a well earned cup of tea and a lump of lardy cake - you'll have earned it. :)

Thanks Colin.

After I select the product from the drop down box I only get 2 options: "Recovery issue" or "other issue".  I assumed (reasonably?) that mine's an "other issue".  Then I get options to go to the KB or the forum or PAY!  Round we go again...

Just for fun I selected "Recovery issue"...  Now we're flying.

Maybe I'll get that tea after all :)

Thanks again.

Or may be not...

I've tried posting the report in Firefox and Explorer but it won't have it.  No explanation, nothing.  I really should have stuck with the old version that worked.

Dmitry, here's the info you requested:
- Email client: Microsoft Office Outlook 2003 (11.8217.8221) SP3
- Profiles: three.  Always use 'Outlook' profile but have two 'PstLoadTmpxxx' profiles with no email accounts.
- Outlook profile has two email accounts.  Both are POP/SMTP.
- System info file attached.  Note that system has been rebooted since last failure.

 I don't want to hijack the thread, but I have the same problem with Microsoft Outlook 2007: first backup done and then cannot perform incremental backups. For example I have been running for 1 hour now just email backup and it estimates another 15 hours to go, with 5% done... Not good at all...

I am following this to see if a solution comes up. But I see no reply from Acronis support.

Sounds like much the same problem to me.  Why don't you try creating a support request?

Hello Dmitry.  Any progress?

Am  going to get a reply to this??

Hello Robert,

Thank you for using [[http://www.acronis.com/homecomputing/products/trueimage/ | Acronis True Image]]

I have checked your account on our web site, you should have a possibility to place a e-mail request to Acronis Customer Service Department. The current issue can't be resolved without additional diagnostic files that can contain some private information.

Therefore, please follow the guide provided by Colin again and place an e-mail request. Don't forget to attach the files requested by Dmitry.

Thank you.

I am having similar problems.  Should I also open a separate support request with the information requested above?  I don't have the exact same symptoms... I don't get any errors, but it does get stuck at 98% complete, and the CPU spikes at 100%.  (I've seen the status jump to 2000% complete before too!).  Cancel doesn't stop it, so I have to kill the process. 

Hello Kirk Grotjohn,

Could you please be more specific with situation you experience? 

What program do you use? What is the build number? 

Could you please provide me with the exact sequence of actions that lead to the issue you report, so that I can reproduce it?

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Well blow me down it only went and worked today!  That's a weekly backup that hasn't worked since the initial backup on 2nd August!

I did get one error message: "Failed to backup file or folder 'Microsoft Office Outlook:/Profiles/PstLoadTmp000/....'"

But I clicked "ignore" and it appears to have succeeded.  Any ideas what the above is?  Should I delete these "Tmp" profiles?  I have no idea where they came from.

I also had Outlook running at the time.  Is it better to have it running or closed?

I have replaced my m/b since I last tried, but nothing else has changed.

In the absence of any reply I have removed the two spurious profiles.

But I won't get too excited - I think TIH got fed up with failing to do incremental backups and did another initial backup.

I am having the same problem as these folks are.  Acronis True Image Home 2009, Build 9796,  with Outlook 2000 v9.0.0.2711.  I am trying to backup my email.  The first full backup seems to work, after that, incrementals make acronis just grind and grind and grind.  In acronis window, it says running - 100% complete, in the tray, when you hover over the icon, sometimes it says 405% complete, or other crazy numbers.  You can't cancel.  It says it cancels, but nothing happens.  Have to kill to process and reboot the computer to clear up Acronis.  One symptom to note.  I THINK it will do an incremental if after the full backup you never open outlook.  If you have opened outlook and then closed it off, wait a while, and then start a backup, the application goes away.  I am on an intrepid search for other knowledge items that may explain this.  The risk to this whole affair is if I leave it to a scheduled backup, if the schedule triggers, I expect if someone in the family is using outlook on the computer, the application will hang up, and none of my other scheduled tasks will work.  In fact I noticed on one occasion, While Acronis was hung up, when I attempted to open Outlook, Outlook was telling me that the OST/PST file for my profile did not even exist.  When I killed the process, and tried to re-open Outlook, Outlook found it's PST profile.   So Acronis was indeed locking the files, but terribly confused.  Please advise.  I bought this application with the express intent to regularly backup my email.  From the looks of the other threads above, the problem is Outlook version independent. 

I also can't backup my email with Home 10. Vista/64 bit/updated to SP2. I can backup my hard drive, but not Outlook specifically. Email backup causes application to hang and a strange Visual C++ error box (no text, all white) to pop up while cursor just hangs there. Process must be killed. What's going on?

Hello all,

Please accept our apologies for the delay with the response.

Kevin Radesh, was Outlook running during the backup creation process? I may recommend you to turn it off before the backup job starts.

Aspid Istra, most probably, there is an unsupported version of Microsoft Outlook installed on the machine. Could you please let me know what is the exact Outlook version? Additionally, you're using a very old version of True Image software, that fact also may cause the program crash.

Thank you.

Kann mein Problem nirgends finden Outlook Express:
Lesen der Eigenschaft fehlgeschlagen. (0xE0013)
path = "item.>>>VisibleChildren",
token = "VisibleChildren",
line = 1),
column = 6)
Tag = 0x298D61E7C0088C9B
Kann dynamische Bibliothek nicht laden. (0x1)
token =
Tag = 0x384A6390DFD2E5D9
Das angegebene Modul wurde nicht gefunden (0xFFF0)
code = 8007007E)
Tag = 0xBD28FDBD64EDB8AF
Der Support ist abgelaufen, wen kann ich fragen und wie soll das gehen, wenn keine E-Mail versendet werden kann. Benutze XP Prof SP3, habe ein kleines Netzwerk mit Server. Outlook Express liegt auf LW C:

In den Foren wird nur englisch geschrieben, das beherrsche ich nicht. Wie soll ich dort etwas finden oder gar korrekt beschreiben?