Solution: Stream is corrupted
Anyone ever see this in their e-mailed log file when performing a scheduled online backup?
"Internal error in library. Probably the stream is corrupted."
Here's how you fix it:
--Close Acronis Online Backup.
--Delete the client.crt file. On a typical Windows 7 PC, it lives at C:\ProgramData\Acronis\TrueImageHome\OnlineBackup\
--Restart Acronis Online Backup and "Backup Now."
Some particulars about my setup that may be relevant:
--I'm a month-by-month customer, mostly b/c I encountered this error during my trial period, too, and am deciding whether or not to stick w/ Acronis or switch to another service.
--The client software showed me as being expired, though the Web portal did show me as a current month-to-month customer.
--I think, but am by no means sure, that the corrupted stream thing happens when the client software has me tagged as expired.
--Deleting the .crt file gets the client sw back in sync w/ the Web portal in terms of expiration date.
--I'm running Windows 7 Home Premium 64, latest Acronis Online and True Image Home 11.
Two days ago I started getting this message, after several months of successful daily online backups. I tried the solution suggested in this entry, but it did not work. The error I get is "Internal error in library. Probably the stream is corrupted."
This is the error dialog I get:
I guess one can't post screen captures, even though the "rich text editor" allows you to paste them in. Anyway, the error dialog contains no error code or any additional message.
And now my solution doesn't work for me, either.
Tell me about it :-/ -- When this first started happening, I searched the forum and found your post. I tried it and it didn't work. After more fruitless hunting on my own, I decided to try Acronis tech support. The first thing they did was point me at your post! I dutifully tried it again (maybe I had messed up the first time), but it still didn't work.
I've been going back and forth with tech support for about a month now. Sent them screen shots, system reports, etc. They always assure that they are looking at my information, and they will keep my case open until it is solved. I finally got fed up and asked for a refund, since it seemed clear they had no idea what to do. They replied that the refund request had been denied. But not to worry -- they're keeping my case open until it's solved. That was a week ago.
I have cancelled the auto-renewal on my online subscription, deleted all data, and removed my machines from the backup schedule. I'm keeping Acronis True Image 2011 for local backup, since that seems to work, but I'm not upgrading to 2012. No more money goes to Acronis from my wallet!
Are a lot of people getting this problem?
Richard,
Yikes. I finally bit the bullet a month ago and upgraded to the annual contract for the online backup -- since I wasn't having any problems. Sorry to hear that getting a refund will be, um, challenging.
I was just getting ready to try tech support. Doesn't sound like that will be a good use of my time, based on your experience.
Acronis Online is the best combo of price, storage and multiple PC backup. But, I'm going to have to take a point or two off for "Unable to complete backup..."
Mike
Well, I got it to work. Here's what I did:
--Edited the list of what's backed up (added a new directory to the list, documents and settings\All Users).
--Ran the backup, and it completed.
Editing the list? Something changed on Acronis' server? Something changed on my PC? Divine intervention? Beats me.
Tried to edit and add another backup folder and it crashed like before...I also notice that it says it will take 2 to 4 days to complete the backup and I know there are only 4 or 5 files to incrementally backup. This service pretty much sucks as I can see that it has not been backing up on the schedule I put...days between backups and now this situation which started 2 days ago.
Since they don't give any technical support for their products via email or chat (which also sucks), I figured out how to get to chat via Customer Care and got told it must be a temporary problem with their servers to try again the next day. Well, it's the next day and it's not working.
Since there is no mechanism for getting my money back and cancelling the remainder of this account, I will have to see what my credit card company will do or file a consumer complaint with my state Attorney General's office for fraud. All because they won't give human help in some form. I knew this was too good to be true...and to top it off the harddrive backup feature is always having problems now...no way I upgrade to 2012 as 2011 is failing on a regular basis. I just read there are built in ghost image backup processes in Win7, time to figure that all out and save some $$! Nice job Acronis!
It gets "better" for me...I try to delete the certificate to no avail, I try to edit the list to backup by adding one more item to no avail and I was told by chat to wait 24 hours so the problem clears up...to no avail.
I figure it's choking on my Outlook backup PST file, so I move that file to a non-backed up directory and run the backup...and it works!! Yeah, all is solved it was only a corrupted file and not the Acronis server...BUT WAIT.
Over the next few days the online backup gets hung at the 90% complete mark each time sucking my the CPU of my PC dry. I did a new Outlook backup and I know it wasn't corrupted as I could restore it during my tests. So, wait until today to see if it cleared up and hanging at 90% again.
So, I kill the process via Task Manager and I click my desktop Acronis Online Backup icon and it is sitting on the initial splash screen forever. I run an errand in town and come back up to see that a back is trying to run...but nothing is really happening. I suspend that one and I notice the storage says I have all 250gb available...WHAT!?!?!?!
Here's where it gets better: Acronis lost my entire back up file...the timeline of backups is no more saying No Data or something like that. I tried to contact the Useless Chat center and they didn't pick up in 10 minutes, so I bailed. I tried to go through the sales chat as I knew they would pick up right away (and I was right), but they would not help directing back to the useless customer support channel.
There is obviously something wrong with Acronis' ability to read what is backed up form my chosen files and what they have on their server...it's like some pointer is getting lost. I run another online backup and I confirmed that the file I thought was the problem is backing up just fine there as is the normal backups throughout the day. So, this is entirely an Acronis problem.
I have cancelled my online subscription and asked for a full refund. I figure they won't do it, so I have taken good notes (including this entry) and will be contacting my credit card company for a charge-back and the State Attorney General's office for a consumer complaint of fraud...if they don't refund me 100%. How the heck do you lose an entire backup set??? WOW!!!
Somehow two identical posts were uploaded: deleted one of them.