Zombie Process

Ron, sorry but there is not enough information here to be able to guess at why your backup task has stopped working correctly?

The options to try to resolve this issue are as follows:

• Identify and review the log files created by ATI when the backup task is run.
   
• Remove the failing backup task from the main ATI GUI, leaving the files intact on your NAS, then use the option to 'Add existing backup' to add it back again by selecting the most recent backup file from the NAS, and reconfiguring the task settings.

There is a new MVP Assistant log viewer tool that has now been made available by Acronis via the Community Tools page.. 

If you have Disks & Partitions backups created on ATI 2020 or later using .tibx files, then look in the Backup Worker logs.

If you have Files & Folders backups using .tib files (or Disk backup using same) then look in the Demon logs.

Other logs are shown by the MVP Assistant under the 'Active Logs' heading of the Log Viewer page of the Assistant.

The log files should be zipped to preserve their original file names if sharing in the forums and would need to be less than 3MB in size, otherwise you would need to share the zip file via a Cloud share service such as OneDrive, Dropbox etc.

 If you still see problems with this or other backups on this same PC then the further option would be to do a Repair Install as per: KB 60915: Acronis True Image: repairing program settings

Thanks Steve, I'll check those out.  Sorry - I didn't get any notification of your reply so I've been plodding along on my own. I've 'followed' the thread now.

I created a fresh back up from scratch, targeted to a fresh directory on the NAS, which proceeded, but produced weird failures like below, and entered a seemingly endless retry loop. So now I'm trying a fresh install of ATI. Uninstalled, re-booted, downloaded a fresh copy. Clicked install this morning. The install seemingly hung at about 98% complete (no progress for about 45 minutes). Cancelling the install is similarly stalled :(

Failure from fresh backup:

2021-01-24T17:39:44:345-05:00 14324 E02160015: Error 0x2160015: A backup error.

| trace level: error

| line: 0xa340ffd3416335cf

| file: c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\da_api\backup.cpp:353

| function: da_backup::Commit

| line: 0xa340ffd3416335cf, c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\da_api\backup.cpp:353, da_backup::Commit

| $module: disk_backup_vs_650

|

| error 0x70030: The backup has been created but its data is inconsistent with the source. Backup will be automatically restarted.

| line: 0x1c981e20c1c9f1bb

| file: c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\resizer\archive3\backup.cpp:533

| function: resizer::Archive3ImageBuilder::CommitBackup

| line: 0x1c981e20c1c9f1bb, c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\resizer\archive3\backup.cpp:533, resizer::Archive3ImageBuilder::CommitBackup

| $module: disk_backup_vs_650

|

| error 0x10c45a: Failed to read the snapshot.

| line: 0x3fec04e376b89ed0

| file: c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\fdisk\win_snapshot.cpp:474

| function: win_snapshot_volume::IoOp

| line: 0x3fec04e376b89ed0, c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\fdisk\win_snapshot.cpp:474, win_snapshot_volume::IoOp

| $module: disk_backup_vs_650

|

| error 0x9: Unknown status.

| line: 0x2aacb7b2ab852ac

| file: c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\fdisk\ver2\arch\windows\win_errors.cpp:40

| function: Fdisk::AddKstatusError

| line: 0x2aacb7b2ab852ac, c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\fdisk\ver2\arch\windows\win_errors.cpp:40, Fdisk::AddKstatusError

| code: 0x5aa

| $module: disk_backup_vs_650

|

| error 0xfff0: Insufficient system resources exist to complete the requested service

| line: 0xbd28fdbd64edb8f1

| file: c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\common\error.cpp:307

| function: Common::Error::AddWindowsError

| line: 0xbd28fdbd64edb8f1, c:\jenkins_agent\workspace\mod-disk-backup\650\product\core\common\error.cpp:307, Common::Error::AddWindowsError

| code: 0x800705aa

| $module: disk_backup_vs_650

2021-01-24T17:39:47:000-05:00 14324 E013C0005: Error 0x13c0005: Operation has completed with errors.

| trace level: error

| line: 0x9f2c53c72e8bced8

| file: c:\bs_hudson\workspace\123\products\imager\demon\main.cpp:738

| function: main

| line: 0x9f2c53c72e8bced8, c:\bs_hudson\workspace\123\products\imager\demon\main.cpp:738, main

| $module: ti_demon_vs_25700

Ron, I guess that the first question here is to ask if you have been able to get ATI 2020 installed fully or not?  If not, then that issue needs to be addressed first of all!

The key error lines from the log snippet you posted above are:

error 0x70030: The backup has been created but its data is inconsistent with the source.

error 0x10c45a: Failed to read the snapshot.

error 0xfff0: Insufficient system resources exist to complete the requested service

The above are tending to point to a Microsoft VSS snapshot issue at work here as data is captured using VSS before it is written out to the destination location.

The first suggestion is to do a Windows Restart so as to clear any issues that may be related to how long the system has been running / up time, and give it a fresh clean start.

Next, would be to download a copy of the Acronis VSS Doctor tool (link below) and to run this on your PC to see what issues this may identify.  Allow the tool to fix any issues it offers to do so for you!

Thanks Steve! So, it appears the Acronis install was successful. VSS Doctor report is clean. I'm creating a new backup. I've configured per my needs, and there are two oddities:

1. From <Options> I clicked <OK> to save my changes. If I try to navigate away from the backup window (to "Tools" for example) or close the app, I'm prompted with "If you leave this window, the current settings will be lost. Are you sure that you want to cancel configuration of the backup?". All well and good, but there's no sign of a <Save> or <Commit> or whatever button anywhere. Only choices are <Options> or <Backup Now>
2. Backup type is "Entire PC". The "data selected" on the backup source icon is much too large. It does not appear to reflect the exclusions (some of which are not default). Wondering if I should change to "Disks and Partitions". Not sure what the distinction is

Ron,

Disks and partitions type backup is preferred here by the MVP community as Entire PC includes all disks in the computer.  In addition to adding higher data amounts to the backup this makes recovery more difficult as well.  Using Disks and partitions you backup a single disk at a time which makes much more sense.

The app is designed to save a backup configuration only by selecting the Backup now button after you have configured the backup task.

Thanks Steve. Switched and kicked it off.  Not looking promising so far. 20 minutes of "Preparing data..." :(

I may have to terminate and re-start tomorrow. At this rate, if it does start, it won't finish b4 the NAS goes off-line for the night

Ron, in the latest versions of ATI (2020 - 2021), the 'Preparing data' phase of the backup does look to take a longer time than for earlier versions but then tends to finish in around the same time, so best to let it continue when you can.

Hey Steve, so we're back in zombie land :(

I decided to terminate the process last night.  Hit stop, which after 30 minutes never completed. Shut down the computer (which forcibly terminated ATI).  This morning, I deleted the .tibx on the NAS and started ATI. To my surprise, it resumed the backup.  No "Preparing data..." just "Calculating time remaining...".

After 4 hours, no change. Clicked <Stop> about an hour and 20 minutes ago. Still spinning as I type.

Ron,

Your screenshot appears to show ATI in a "Not Responding" state.  This could indicate that there is an issue with ATI communicating with your NAS and that is resulting in this seemingly frozen state.

Please follow these steps which hopefully will resolve your issue:

• Open the True Image GUI and with this task selected click on the "v" (carat) to the right of the task name as shown in the illustration below

• Next, select Delete from the menu that appears as shown in the next illustration

• From the popup box that appears after you select Delete click on Remove.  This will remove the task from the application GUI and it will no longer show in the task list.  The next step will import the task back into the GUI.
• Look to the bottom of the back up task column and locate Add backup then look to the right of that and locate the "v" (carat).  Click the carat and select Add existing backup.

The application will then open an explorer like view.  Navigate to the location on your NAS device where this backup is located and select the first backup file listed in that location.  Once selected click on the Add button on the lower right side of the view.  This will add the task back into the application GUI and the task will be displayed again as it was when you started this process.

Now look at the bottom right side of the GUI window where you would normally see the Backup now button.  You will notice this button now says Reconfigure.  Click on Reconfigure and a new view will open.  This view may be a view asking that you select the Source data of the backup or more likely it will be a view asking that you select the Destination location of the backup.  Make the selection and the application will finish importing the task into the GUI.

With that complete click on the Backup now button to run the task.  It should work as expected now.

Thanks Steve,

I'm not able to get there. Every time I start ATI, the backup starts, or is already started (?) so the only option on the drop-down is <stop>.  And of course, it never stops stopping. So I can kill it, or re-boot, but the cycle just repeats.

I was poking around the logs using the tools you suggested earlier. I have the backup scheduled to run daily, and to catch up on re-boot if a backup is missed. So I think that's what's happening. Is there any way to nullify the schedule outside of the UI?

Ok. Was able to interrupt it right off the bat. Followed the steps above. Seemed to start and stall but I'll leave it an hour or so and see if any progress materializes

So, it reported 18MB backed up and "Calculating time remaining..."

No change from that after 2 hours.

Before this, the "from scratch" backup that I tried was reporting the following:

2021-01-27T20:52:47:349-05:00 6696 E00000000: Can't read slices: Error 0x40011: The specified file does not exist.

| line: 0xaa33a143c434a5fc

| file: c:\bs_hudson\workspace\123\home\backup_worker\impl\backup_worker.cpp:174

| function: `anonymous-namespace'::ReturnCodeToError

| line: 0xaa33a143c434a5fc, c:\bs_hudson\workspace\123\home\backup_worker\impl\backup_worker.cpp:174, `anonymous-namespace'::ReturnCodeToError

| $module: ti_demon_vs_25700

|

| error 0x40011: The specified file does not exist.

| line: 0xc8d8731ce106f9c3

| file: c:\bs_hudson\workspace\123\archive\ver3\adapter\error.cpp:53

| function: `anonymous-namespace'::ConvertArchive3Error

| line: 0xc8d8731ce106f9c3, c:\bs_hudson\workspace\123\archive\ver3\adapter\error.cpp:53, `anonymous-namespace'::ConvertArchive3Error

| $module: archive3_adapter_vs_25700

2021-01-27T20:52:47:389-05:00 6696 E00040017: Error 0x40017: Failed to lock the file.

| trace level: error

| line: 0xaa33a143c434a5fc

| file: c:\bs_hudson\workspace\123\home\backup_worker\impl\backup_worker.cpp:174

| function: `anonymous-namespace'::ReturnCodeToError

| line: 0xaa33a143c434a5fc, c:\bs_hudson\workspace\123\home\backup_worker\impl\backup_worker.cpp:174, `anonymous-namespace'::ReturnCodeToError

| $module: ti_demon_vs_25700

|

| error 0x40017: Failed to lock the file.

| line: 0xc8d8731ce106f9e7

| file: c:\bs_hudson\workspace\123\archive\ver3\adapter\error.cpp:89

| function: `anonymous-namespace'::ConvertArchive3Error

| line: 0xc8d8731ce106f9e7, c:\bs_hudson\workspace\123\archive\ver3\adapter\error.cpp:89, `anonymous-namespace'::ConvertArchive3Error

| $module: archive3_adapter_vs_25700

2021-01-27T20:52:50:150-05:00 6696 E013C0005: Error 0x13c0005: Operation has completed with errors.

| trace level: error

| line: 0x9f2c53c72e8bced8

| file: c:\bs_hudson\workspace\123\products\imager\demon\main.cpp:738

| function: main

| line: 0x9f2c53c72e8bced8, c:\bs_hudson\workspace\123\products\imager\demon\main.cpp:738, main

| $module: ti_demon_vs_25700

Ron,

The only solution I can offer you to this is to create a new task to a new destination folder on your NAS.  This means starting over however, you will at least have a backup again if needed.

Hi Enchantech, 

Unfortunately, the log I posted above is the result of having done just that. 😕

Hi Enchantech, 

Unfortunately, the log I posted above is the result of having done just that. 😕

Ron, I can only offer suggestions that would be intended to try to narrow this issue down.

1. Start off small and make a backup of a small partition to an external drive.
2. Add in another small partition, i.e. work through any hidden/system partition and recovery partitions on your drive, adding in one at a time and testing that the backup is successful to an external drive.
3. If the earlier steps are good / successful, then add in any further partitions one by one, testing in-between.  Can you achieve a good full backup of your main OS drive by this method to an external drive?
   This will help show that there are no issues with the Source selection side of the backup task.
    
4. Repeat again the above steps but now to your NAS.
    
5. If you encounter issues at any of the above steps, then for steps 1 - 3, consider using CHKDSK and/or running any full disk diagnostic tools provided by your disk driver vendor / maker.
   If issues are only shown with step 4 - backups to the NAS, then consider testing with a different backup application such as Macrium Free or MiniTool ShadowMaker etc to see if they also hit issues writing to the NAS?  Alternatively, if you have an older version of ATI that you can test.
    
6. One further option would be to consider testing when booting from the Acronis Rescue Media for the above steps, which would eliminate any issues arising from your Windows OS and installed applications / antivirus etc.

Well, I tried what seemingly I should have done in the first place.  Restored the system drive from the last backup. So far so good. Backup completed. Validation in progress.

Looks like I'm back in business. Thanks for your time and attention!