Cloud backup: Network disconnected by timeout.
I setup a Files & Folders backup to the Acronis Cloud server in the UK some 3 days ago but have yet not been able to get this task to run to completion. Each attempt is ending after getting the errors shown in the email notification log below: Error 0x40019 then error 0x40016: Network disconnected by timeout.
To set this in context, I have been able to create a Disks & Partitions backup to the same UK server with over 80GB of data successfully.
2018-08-27T17:40:20:837+01:00 3432 I00640002: Operation My folders started by schedule.
2018-08-27T17:40:23:988+01:00 3432 I013C0000: Operation: Backup
2018-08-27T17:40:23:990+01:00 3432 I013C0000: Backup type: file level
2018-08-27T17:40:23:995+01:00 3432 I0064000B: Priority changed to Low.
2018-08-27T17:53:46:719+01:00 3432 E00040019: Error 0x40019
| trace level: error
| line: 0xaa33a143c434a5ba
| file: c:\bs_hudson\workspace\544\home\backup_worker\impl\backup_worker.cpp:108
| function: `anonymous-namespace'::ReturnCodeToError
| line: 0xaa33a143c434a5ba, c:\bs_hudson\workspace\544\home\backup_worker\impl\backup_worker.cpp:108, `anonymous-namespace'::ReturnCodeToError
| Archive3Code: 0x1398
| Name:
| $module: archive3_adapter_vs_13660
|
| error 0x40016: Network disconnected by timeout.
| line: 0xc8d8731ce106f9d9
| file: c:\bs_hudson\workspace\544\archive\ver3\adapter\error.cpp:75
| function: `anonymous-namespace'::ConvertArchive3Error
| line: 0xc8d8731ce106f9d9, c:\bs_hudson\workspace\544\archive\ver3\adapter\error.cpp:75, `anonymous-namespace'::ConvertArchive3Error
| $module: archive3_adapter_vs_13660
2018-08-27T17:53:46:999+01:00 3432 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bcee4
| file: c:\bs_hudson\workspace\544\products\imager\demon\main.cpp:750
| function: main
| line: 0x9f2c53c72e8bcee4, c:\bs_hudson\workspace\544\products\imager\demon\main.cpp:750, main
| $module: ti_demon_vs_13660
Feedback with an Acronis System Report (32MB) sent for this issue to Acronis.
The ti_demon logs folder shows the following logs for this error occurring:
Hi Renata, no, the laptop has been on continually for the whole time with the only other activity being the disks & partitions backup to the same cloud server from the same computer, so the files & folder backup would be queued at that time.
I have also submitted a support ticket since creating this post to enable 2-way communication.
I have only used files + folder in beta testing, and only small number, and mostly either NAS or attached HDD. I will see if I can replicate it with a larger example to the Cloud.
Just remembered I did one to Cloud during beta testing but relatively few files.
Ian
Thanks Ian. I have had this previously and it seems to impact on new backup tasks rather than existing ones. I have other working backups of both types running to the same server, but this one gets to 200-300MB then fails constantly with this network disconnected error. I backup the same data locally & to NAS with no issues.
The activity log this morning shows as below after being left running overnight.
The data being backed up is less than 5GB for my Dropbox & OneDrive folders (with all content held locally - not using Files on Demand). I am backing up the same folders locally with no issue, including to my NAS.
Steve,
The feedback did not come still.
Could you resend it or send me a system report separately?
Being sent as I type with a new system report created by the Feedback tool.
Latest status is that the backup actually managed to get to completion this morning after a night of network failures:
Steve, my backup has been going for about 8 hours now and no indication of any issues. Has 2 days to go before it completes - about 110gig of data.
Ian
Steve and Renata, I have replicated this behaviour. (Growl like an angry lion.) I have submitted feedback with system report attached.
Looks similar to the problem Steve and I had with disk backup in the earlier part of beta testing. Obviously my testing then was of too few files. (Growls like an angry lion again.) I have cable internet service that is very reliable and only drops out if there is a power failure.
Ian
Steve, Ian, got your reports, thank you!
We are investigating the issue. As soon as I get any news, I'll let you know.
Renata, for information (if needed) Support Case # 03451747 confirmed by email today for this issue.
Ian thanks for your input to this issue.
Note: now that the initial full backup to the Cloud for my selected folders / files is created, the subsequent backups (set for hourly) are running without showing the network disconnected error.
Steve Smith wrote:Note: now that the initial full backup to the Cloud for my selected folders / files is created, the subsequent backups (set for hourly) are running without showing the network disconnected error.
I recall things improved with similar issue during beta testing once I got a full backup. The process seems to mess with failure notifications - you do not get one until after multiple restarts. The period for the most recent one was 10 hours and 50 minutes. Will kill the task and await developments (as it prevents other backups taking place while attempting to do this one).
Sent further feedback with system report.
Ian
Update: Confirmed problem behaviour by creating a new Files & Folders backup task to the Cloud and the Network disconnected by timeout came back again. Issue shown initially by the 'Backing up.. size MB' resetting to a lower value than previously shown. Activity page doesn't show the error yet but email notifications coming through for the error.
Remote session with Acronis tech for my support case 03451747 to capture wireshark log, new system report, copy of OnlineBackup folder etc.
Thanks for the update Steve.
Ian
Hello Ian and Steve,
We have found the issue - it were the default timeouts in the new archive technology that seem not enough for some Internet connection speeds.
We will include the fix into the upcoming update, currently restarting the backups should help.
Renata, that is good news - I will look forward to seeing the upcoming update but would be happy to test any interim solution if needed.
Renata, like Steve I would be happy to do some pre-release testing.
Ian
Hmm, now being asked to change registry keys, delete folders etc for this support case?
As I can see from your case you have an issue with the backup to Acronis cloud. I will sure help you with this issue. I have analyzed your logs, updated the account information and would suggest doing following: 1. Log out from the application 2. Stop all Acronis services (Start-Run-services.msc-right click on Acronis service-Start type "Deactivated"-Apply-OK. Do it for all Acronis services) 3. Delete the registry keys (Start-Run-regedit.exe): HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\SyncService\Accounts HKEY_CURRENT_USER\Software\Acronis\Connections\account HKEY_CURRENT_USER\Software\Acronis\TrueImageHome\Recent login Change the value for this key to 0 HKEY_CURRENT_USER\Software\Acronis\TrueImageHome\Recent login state\SignIn 4. Delete following folders: C:\ProgramData\Acronis\TrueImageHome\OnlineBackup and C:\ProgramData\Acronis\TrueImageHome\SyncAgent 5. Restart PC 6. Enable all the disabled services 7. Log in back and start the backup I would be glad to get your confirmation if this resolves your issue. If the issue persists please send me following fresh logs so that I can continue the investigation: 1. AcroInfo with debug logs and logs of ASC TRACE LEVEL after reproducing the problem (here you can find the instructions how this log can be collected) https://kb.acronis.com/acroinfo 1.1. You need to activate tracing first using this article: https://kb.acronis.com/content/58243 1.2 Go to Start-Right click on "My computer"-Properties 1.3. Go to "Advanced options"- System variables- New and create a variable with name ASC_TRACE_LEVEL and content info . 1.4. Reproduce the issue and collect system report. 2. Copy of folder C:\ProgramData\Acronis\TrueImageHome\OnlineBackup
Just for reference here: I did a full uninstall and clean reinstall of ATI 2019 last week which achieved the same aims as am requested above, and I have still seen these Network disconnected by timeout issues since that time!
In addition, Udyam from Acronis took control of my computer using TeamViewer for this issue and collected a raft of trace data, system report etc, so am puzzled to say the least as to why we seem to be going back to square one here?
I am a brand new user. Just purchased the consumer 2019 version. All backusp worked fine EXCEPT to the cloud. I get this same network timeout error. One test backup of a single small file succeeded, but all others have failed. Since I am a new user, all these cloud backups have been newly defined.
Is there any further progress in resolving this issue?
Sandy, I am still waiting on Acronis to produce a fix for the original Cloud 'Network disconnected by timeout' issue but they did confirm this was an issue at their end with the timeout values not accounting for slower internet connections.
Hopefully, if Renata is still following this forum topic, she may be able to give us an update on status.
Hi, I have version 2017 running fine, have another version on another PC set up today with 2019 and having the same problems as Sandy. Please fix this, it's a pointless product for me without the backup. Looking forward to hearing when and how we can fix this bug/upgrade.
Sara, welcome to these User Forums.
This issue only affects Cloud backups, so you should still be able to make any of your local or network backups with no issues. The Cloud backups will succeed eventually after doing retries and once any large updates are completed to the cloud, then further smaller incremental backups have been working fine too.
Steve is correct about what happens once you manage to successfully complete the cloud backup with ATI 2019. The larger the size of the backup the more attempts that are needed to successfully make the initial backup. As an interim measure you could create a series of files and folders backups to backup your more critical data.
Ian
I'm new here. Currently I'm evaluating the ATI 2019 solution on trial version and I'm experiencing the same issue when trying to backup some data (files & folders) to Acronis cloud. So the workaround is to keep trying until all files are backed up? Do we expect a permanent fix on this soon? Just want to clear my doubt before purchasing it.
HFC, welcome to these User Forums.
ATI should keep retrying the Cloud backup by itself unless it shows a red X when you can click on the Backup now button to trigger it again. We are expecting a permanent fix in the next build version.
Steve Smith wrote:HFC, welcome to these User Forums.
ATI should keep retrying the Cloud backup by itself unless it shows a red X when you can click on the Backup now button to trigger it again. We are expecting a permanent fix in the next build version.
Thanks for the quick reply Steve. Looking forward to the permanent fix soon!
Steve Smith wrote:Sara, welcome to these User Forums.
This issue only affects Cloud backups, so you should still be able to make any of your local or network backups with no issues. The Cloud backups will succeed eventually after doing retries and once any large updates are completed to the cloud, then further smaller incremental backups have been working fine too.
Steve, I only want to use cloud as the solution, to get the data out of house in case of fire/break in etc. and don't have my own out of house server. It's why I bought Acronis... could have gone to another provider :-(
I am worried to upgrade my 2017 version I have for my other computer, because it could give me this bug. Fancy putting bugs in programmes that were not there before! it's not a bug, it's a feature" won't impress me this time ;-)
Sara
Steve Smith wrote:Hopefully, if Renata is still following this forum topic, she may be able to give us an update on status.
Yep, still following :)
To be more precise, this issue should only be seen for the file level backups to Cloud (our new technology that we used). Can be workarounded by retries as Steve suggested before.
The fix is on its way, will be up very soon.
Renata, thanks for the status update on this issue.
Without changing a single thing on our end, suddenly ALL cloud backups, whether replicated or just file/folder type began failing with this same "Network disconnected by timeout." error message. I am using the MSP version and have over 20 sites all with NO CLOUD BACKUP....only local backups for days now with no resolution yet.
Mike, welcome to these User Forums.
Please can you explain what you mean by "I am using the MSP version"?
Have you opened a Support Case directly with Acronis for this problem?
Which Acronis Cloud servers / Data Centres are involved here for your 20 sites?
New Build # 14110 release today 24th September 2018 and available via normal check for updates in the ATI 2019 GUI.
Release notes for ATI 2019 Update 1
This issue shown as being resolved in this update.
It seems they have also released a new build (Build 14170) for mac which i'm using. Looking forward to try out!
With this new release (14110), my initial backup to the cloud (1.5GB) is running. It never ran even once before no matter how many times it was attempted. It says it has 4 days to go <gulp>, so I'll let you know how it goes. It has been running now for about 12 hours with no glitches that I can see.
------Later edit: Paragraph about amount of data has been deleted......I've discovered other reasons for this ------
Thanks for the report Sandy. It is always good to have confirmation that a problem has really been fixed.
Ian
By MSP version, I mean that it is meant for managed service providers...allows us to setup and use our own cloud storage gateways, which is great for us since we have Gigabit fiber internet and it makes sense for us as an IT provider....that said, I never had any issues until suddenly last week all sites' cloud backups began failing with this "network disconnected by timeout." I knew and heard that some upgrades/updates were done just prior and I figured they were the cause. I have been working with our provider and Acronis and have given them SSH access to our storage gateway and they've still not solved our problem. At this point I'm at least hopeful now that Sandy's backup are working! I realize that my version is not the same, my agents are running version 12.5.10330
PCR Mike, are you sure that you are using Acronis True Image? From the version number, seems like you have Acronis Backup.
Mike, thanks for the update and clarification, it sounds like you are using Acronis Backup 12.5 which is one of the Acronis business products for which there is a separate Acronis Backup 12.5 Forum
It may be worth asking in the AB forum to see if there are other users seeing the same issue, but hopefully Acronis will resolve this for you and your agents too via the direct contact you have.
Final results:
I had to cancel the previous backup to the cloud, but I re-configured it, and ran it again. It seems this bug is truly squashed. This final test ran flawlessly and backed up 4.3Gb in 14 hours.
P.S. I know nothing (yet) about what to expect concerning speeds when backing up to the cloud; so I don't know if 4.3GB in 14 hours is good, bad, or average.
Transfer speed is dependent on your ISP service. You can check on the average Mbps speed for the backup by clicking on the Activity tab in the GUI. If that is about what you internet service plan says you have then things are normal.
that's something i want to ask. is there a way to check the current upload speed when the backup is running? nothing shows up under Activity tab until the job is completed.
When on the backup tab the information oscillates between scanning and current upload speed. There is presumably also some downloading of data to do the comparison between what is in the Acronis Cloud and what is currently of the computer to identify what needs to be uploaded.
The time the backup takes depends on the max upload speed provided by you internet service provider (in my case 5.2Mbps), the setting of how aggressively Acronis uses the available upload speed, the speed data flows between your ISP and the Acronis Server, the resources of the Acronis server and how long it takes to undertake its part of the comparison and upload process. Lots of variables, most of which will change multiple times during the backup.
Ian
You can also try: KB 59690: Acronis Backup Cloud: Speed Test utility - ensure you pick your own designated Cloud Data Centre from the options shown.
Adding to this thread. I hope someone sees it :)
I have the latest version of Acronis TI.
First a clarifying question which may be relevant..... Can I backup 2 PCs to the Acronis Cloud? Using the same Files/Folders? For each PC, I specify backing up C: Users and C: Program Data. When I look at my cloud storage, it implies that there is only 1 C: folder being backed up.
Is there a way to view the files on my cloud account? Would it make sense to me, or is it totally proprietary?
My PC has regularly, successfully completed a back up of Users and Program data to the cloud.
My wife's PC failed and then succeeded, then failed again backing up Users and Program Data to the cloud. Error is "Network disconnected by timeout"
Thanks!!!
Can I backup 2 PCs to the Acronis Cloud? Using the same Files/Folders? For each PC, I specify backing up C: Users and C: Program Data. When I look at my cloud storage, it implies that there is only 1 C: folder being backed up.
Any backup from a computer to the Acronis Cloud is unique, so yes, you can backup 2 different PC's to the Acronis Cloud and the backups for these are held completely separately based on the ID or Name of the source computer.
Is there a way to view the files on my cloud account? Would it make sense to me, or is it totally proprietary?
Yes, simply click on the Open location option for your Cloud backup which will open your web browser to the Acronis Cloud page and will let you look at the contents of your backup.
My wife's PC failed and then succeeded, then failed again backing up Users and Program Data to the cloud. Error is "Network disconnected by timeout"
Normally, the backup should retry after any disconnect or error provided the network connection is still available.
Steve,
Thanks for the reply.
When looking at the files on the Acronis cloud, I see only 1 folder labeled C. Within that I see only 1 folder labeled Users. HOWEVER, when I look inside that folder, I see a Larie folder (that's me), and a Katie folder (that's my wife). So it seems that ATI combines files inside commonly named folders. Some files and folders are greyed out which implies it knows my files from my wife's files.
So, I will assume ATI will figure it out if I ever need to restore/recover.
As for the errors, both computers are doing successful backups. No further errors.
Cheers,