Online Backup Barf? Event code: 0x00980192
Online backup servers appear to be either very slow or down. Was unable to back up anything for the past 48 hours or so. Hopefully Acronis is updating them with the revised SW, since we know that online backup can indeed work (for a while at least)...
What's the latest prognosis, Roman?
Yeah, hope Roman has some news. It's been almost a week since he's had anything to report. Right now things can't get any worse!
I may have actually gotten a complete backup. Log shows it succeeded. Am adding pictures to the job and running it again. We will see.
I had some of the problems that many of you mention about:
1. Online backup running with 0% progress and not being able to stop it.
2. Not being able to see the data that I backed up previously when I did a reinstallation/upgrade/repair.
This is the information that I received from Acronis support for my submission about item 1:
As I understand your online backup is not showing current updated status. I take the complete ownership of your case and will resolve it to your complete satisfaction.
I request you to remove the existing certificate containing old details. Certificate is present at the location mentioned below:
\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup\\client.crt (Windows XP)
or
\ProgramData\Acronis\TrueImageHome\OnlineBackup\\client.crt (Windows Vista\Windows 7)
Once delete, please try connecting to online backup again. It will download a new certifcate and work fine.
I followed the instructions, reconnected to Online Backup. I can now see all of my files. I am still getting timeout errors, but the issue with the program continuing to 'run' appears to have been solved. The program releases the process after the timeout. I am also able to upload more data with each attempt. The certificate issue appears have caused the 'hang' in the backup - at least for me.
My local backups are also running 20 times faster with no other changes. Don't necessarily understand that unless the local backup uses the same certificate for something.
Response from support appears to be getting better. I entered the ticket late Saturday night and received the response late afternoon on Monday.
I hope that this helps someone.
I finally got a response from Acronis support, and the tech told me to reinstall bld 6053 and to check my firewall. I responded and directed him to my posts (with screen shots) in this thread. Woo hoo, really helpful, as I'd already done all that -- and said so in my problem report.
My latest manual OLB of all of 30MB is running now. But it says it's going to take ~136 years to finish. See attached screen shot.
:(
I got the same email over 2 weeks ago, then one saying I was being referred to a tier 2 person, then nothing at all since.
I must say I love the Acronis backup and disaster recovery software... It has saved me countless times. I have been using this software for years and will continue to do so.
However, the on-line backup I am very disappointed in and have now given up on. Turning to another provider to that does not have the issues experienced here... Can not afford to play around with the backup reliability of my data.
I must say I love the Acronis backup and disaster recovery software... It has saved me countless times. I have been using this software for years and will continue to do so.
Same here. I recently used the Plus Pack's ability to restore to different hardware, and it worked great.
OLB, however, is a disaster. That said, replacing the certificate allowed a 30MB backup to complete. Now I'll try a bigger one and see how that goes.
I tried this:
"I request you to remove the existing certificate containing old details. Certificate is present at the location mentioned below:
\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup\\client.crt (Windows XP) "
but when I try to connect to online backup again I cannot select the existing backup computer icon. It's there but won't select. If I hit continue it says its going to delete that backup task. I don't want that. It's taken me a month to get 7GB backup up.
What's the deal?
Thanks.
I tried this:"I request you to remove the existing certificate containing old details. Certificate is present at the location mentioned below:
\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup\\client.crt (Windows XP) "
but when I try to connect to online backup again I cannot select the existing backup computer icon. It's there but won't select. If I hit continue it says its going to delete that backup task. I don't want that. It's taken me a month to get 7GB backup up.
What's the deal?
Thanks.
Yes, it's very confusing. Even though it says it will delete that machine, go ahead and do it. You have to input the encryption key again (if encrypted), but it doesn't delete anything. It worked after I went ahead.
IMNSHO, that message should be changed, and the whole process should be clearer!
Yes, same here, message is scary and confusing, but it does not delete the old info like it seems to be saying. Still trying to get a full backup, but so far hasn't happened.
I tried this:
but when I try to connect to online backup again I cannot select the existing backup computer icon. It's there but won't select. If I hit continue it says its going to delete that backup task.
I believe there's really nothing you can do at your end. This exact thing happened to me for a few days a couple weeks ago (I talked about it earlier in this thread). One morning I logged in and it was normal again, without my doing anything. Whatever you do, know your stuff is still there, and just be patient.
OK, so if you delete the certificate, yes, you can add a second computer and actually back up to this one just fine. But I still can't select the primary computer on the first tab, the one with weeks of backed up data on it. I CAN browse through it in TimeExplorer, and can even recover the data I have stored there...no problem. However, I cannot select this machine in order to upload any new material.
Now, when I delete the certificate and log in, a box titled "Computer Selection" opens up, where I must "Select your current computer or register a new one. If you have registered this computer before, select it from the list. Otherwise select an empty tab and register a new computer."
So, there I see my main, registered computer shown on the tab, selected by default. According to the help menu:
"If the desired computer is already registered:
Select the registered computer icon.
Click the Continue button."
OK, but when you click on "Continue", you get this:
"The selected tab is already in use. The computer on the tab will be unregistered and its online backup task will be disabled. Are you sure you want to continue?"
Now, if you click yes a little box with a spinning clock opens up that says "Processing..." and eventually the "Online Storage: 250 GB" window opens up, but all I see is my computer tab, showing 0 bytes uploaded and 250 GB free space (despite the fact that I can browse and recover the 10 gigs I actually have uploaded). And, of course, I can't upload any new data.
The only other choice is to click on "Remove (the selected computer) from the online storage". When you click on this a box opens up saying "The computer will be removed from the registered computers list and all online backups of its data will be deleted. Are you sure?"
And that's where I stop. Do you mean to tell me that I have to click "YES" to that question? Really, that doesn't put at risk weeks of backed up data? Who's actually done this??
And it's been a week since Roman has checked into this thread. Why can't he or someone else from Acronis take a minute to post and inform all the customers who are participating in this discussion?
Last night my online backup fails. This is the log.
Hello Guys,
I'm sorry for being away for last days, I was out of the office. Well, there aren't much news so far, we are optimizing next issue at the moment, I'm glad to hear that things getting better, but this is not the end on our side, we continue investigating and looking for the bottlenecks in the system.
WRT next update of Acronis True Image Home 2010 Online Backup, I'll let you know here and you will know about it through our usual chanells (email subscription).
Hello Roman, I'm shocked that there aren't much news so far. Can you exert a little pressure? The bug exits about one month. I think that it is possible to fix it in this time. You say that your company is testing something. Why will Acronis not publish the new beta version? It is better than nothing.....
Double post deleted ... sorry.
Last night my online backup fails. This is the log.
Mine did too. So much for having replaced the certificate and getting *some* data backed up manually.
I've only managed to get a total of 1.6GB up to the server!!
Same old, same old, log attached.
Reading all this is a scream!
I installed B&S 2010 trial a few days ago. I actually managed to have 630MB to upload initially before it just stopped, then I've had similar probs to everyone else.
I have installed that certificate and just kicked it off again and shall report back in 49,710 days, I mean 16 mins, I mean 33 hours... well sometime!
well - i have actually 23 GB uploaded now - but boy has it been painfull - hope i don't need to recover my data in a hurry !
- Stephen
I tried this:"I request you to remove the existing certificate containing old details. Certificate is present at the location mentioned below:
\Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\OnlineBackup\\client.crt (Windows XP) "
but when I try to connect to online backup again I cannot select the existing backup computer icon. It's there but won't select. If I hit continue it says its going to delete that backup task. I don't want that. It's taken me a month to get 7GB backup up.
What's the deal?
EVEN THOUGH IT SAYS IT WILL DELETE THAT MACHINE, GO AHEAD AND DO IT." You have to input the encryption key again (if encrypted), but it doesn't delete anything. It worked after I went ahead.
WARNING: IF ANYONE MISINTERPRETS THIS ADVICE, YOU WILL LOSE ALL YOUR BACKUP DATA!!
twokatmew, this is somewhat misleading. It does not say it will "delete that machine". What it actually says is that your machine "will be unregistered and its online backup task will be disabled. Are you sure you want to continue?"
You can proceed safely here without doing any damage, though it won't do you any good either...it won't solve this problem.
BUT, be careful with the other choice you're presented with. It's NOT OK to click "YES" in response to this:
"The computer will be removed from the registered computers list and all online backups of its data will be deleted. Are you sure?"
Do this and you'll lose everything!!
EVEN THOUGH IT SAYS IT WILL DELETE THAT MACHINE, GO AHEAD AND DO IT." You have to input the encryption key again (if encrypted), but it doesn't delete anything. It worked after I went ahead.WARNING: IF ANYONE MISINTERPRETS THIS ADVICE, YOU WILL LOSE ALL YOUR BACKUP DATA!!
twokatmew, this is somewhat misleading. It does not say it will "delete that machine". What it actually says is that your machine "will be unregistered and its online backup task will be disabled. Are you sure you want to continue?"
You can proceed safely here without doing any damage, though it won't do you any good either...it won't solve this problem.
BUT, be careful with the other choice you're presented with. It's NOT OK to click "YES" in response to this:
"The computer will be removed from the registered computers list and all online backups of its data will be deleted. Are you sure?"
Do this and you'll lose everything!!
OK, so I could have been more specific. However, you WILL NOT LOSE ALL YOUR DATA, Groucho!
I followed this process, and my data for the machine is still on the OLB server, and my job is still active (though failing). I have had to do this when I upgraded to a new release by first uninstalling the prior release. I have NEVER lost any data, so I don't know what you're referring to.
Agreed that replacing the certificate does not fix the problem.
The error message is always different.
OK, so I could have been more specific. However, you WILL NOT LOSE ALL YOUR DATA, Groucho!
You will, because it happened to me last night.
I have NEVER lost any data, so I don't know what you're referring to.
Specifically, I'm referring to the situation I share with others here, most recently David Burton, to whom you replied. It occurs when you cannot upload any additional data to your ongoing backup because you cannot select the computer you have registered and have been using. One of your two options is:
"Remove (the selected computer) from the online storage".
When you click on this a box opens up saying:
"The computer will be removed from the registered computers list and all online backups of its data will be deleted. Are you sure?"
If you click on "YES" you will lose all the data that you have hitherto uploaded.
Agreed that replacing the certificate does not fix the problem.
Yes, agreed.
While got better for a couple days but pretty much back to worthless in backing up anything for many days now.
While got better for a couple days but pretty much back to worthless in backing up anything for many days now.
I have the same problem too.
A new install on windows 7 64 bit, new pc. The log reports the "operation was sucessful" at the end, but there is no online backup looking under recovery (only my pc name I created), it also shows:
Details: Request timeout expired.
More information can be found at: http://kb.acronis.com/errorcode/
Event code: 0x00980192
Every day (the last 3 days) the log calendar is highlighted in red, as failed.
Did they test this software?
I've been having the same problems as discussed in this thread, but until I looked here, thought it might just be me. Wow -- this is bad! They need to step up in a big way; solve this problem and credit everyone's subscription for the lost time.
It's getting worse. The OLB fails, but in Task Management it says that it is still running. The local disk image process gets queued and will not run. Initially, rebooting the computer would free the process. Then rebooting did not work. I have to stop the Acronis services to 'stop' the backup.
Now my local backup is stopped at 50%. Previously, I did not have this problem. I am about 24 hours away from ditching this product. I always had great success with Acronis products, but this is REALLY bad. I wish that I could just buy True Image Home without the OLB in it. With the amount of time that I have spent, I could burn DVD's every day.
What I can't believe is that I am still getting advertisements for this service. This is just wrong. I am very close to giving up on this.
New email I just got from Acronis Tier 2 which acknowledges that the problem is not ours, but theirs. First response from Tier 2 person. Per his suggestion, I will stop all OLB and wait on the update. That way at least my local backups can run on schedule. They have continued to work fine except when queud by a OLB process running.
Dear Alvin,
My name is Anthony Kozlov, and I'm one of the Tier 2 engineers in Acronis Customer Service Department.
I will personally make sure this case gets promptly resolved to your complete satisfaction.
First of all I must apologize for the lack of response, procrastination and delays you were facing while contacting Acronis Support department. We are constantly working to improve our service level, however due to high incoming support volume we are not always able to response promptly.
This should not of course influence our customers, so please accept my sincere apologies on behalf of Acronis company and let me assure you that I'll lead this issue to resolution and will be responding in a timely manner.
The issue that you experience is a result of issues with our storage servers - the information arriving from client machines to the servers is not processed in a timely manner and the input queue is overfilled. That causes a failure of the backup task with 'Request timeout expired' error message. In fact, our development team is carrying out extensive research on the root cause of such issues and they are continuously implementing the fixes on the server to assure that all our customers can back up successfully. I acknowledge that these works have already consumed a significant amount of time, but we are indeed doing our absolute best to enhance the online backup servers and our best resources are involved in the process.
To cut a long story short, we would like to ask you to check the situation during the next 1-2 weeks starting from now - a major update will be deployed to online backup servers in the middle of the next week and we have very optimistic expectations about its effectiveness. I will tune our system to follow-up with you in 2 weeks so we can touch base. Additionally, please feel free to contact us should you have any questions we can help you with. We sincerely appreciate your co-operation and understanding and our primary goal is to make our services better.
Please let me know if you have any further questions
StaggerLee: This is normal behavior and was addressed earlier in this thread. After you close down the program some time is needed for the server to wrap up the current process, so it takes a few minutes before it shows that it has stopped. This makes sense, but Acronis should document this in a Sticky thread or FAQ in this Online Backup forum.
Alvin Mitchell: You're not supposed to copy and paste any private emails between you and Acronis. We all agreed to that when we signed up here, and they've mentioned that they expect us to abide by that agreement. Now, while this situation is frustrating in the extreme (for me, too) I believe they really are working on it, and things are getting better. Let's face it, for the price we all paid, if this thing works well in a week or two, it still will have been a bargain.
Robert Hachtel: I think you may be experiencing the same problem I did. Over the first few weeks I had uploaded 10+ GB, but during this last week I could not add even a single byte. So I deleted the computer, along with all the data I had uploaded, and re-registered it as a new machine. Since I did this yesterday I have been able to upload 5 GB. That's 5 GB in one day, compared to 10 GB the previous 3 weeks!
Ok, for any else who may be in the same boat as me:
Early yesterday morning (Thursday) I deleted from the Online Backup the machine I had been uploading to, along with all its data. In it was over 10 GB I had been slowly building up for 3 weeks. I did this kind of as a last ditch effort, because for the previous week I had been unable to select the machine after login and couldn't upload anything additional, not even 1 byte. It would say it was updating, but....nope!
Ok, so I re-registered the same machine and started over from the beginning. Since then there have been a couple of timeouts, but the good news is I have uploaded over 5 GB so far. That's 5 GB in 1 day versus 10 in 3 weeks. Also, no timeouts overnight last night for the first time ever. So, it would seem that Acronis' fix somehow reset my account, requiring me to start over from square one.
I'm not advocating anyone else do the same thing, but consider my experience and make your own decisions...GOOD LUCK!
Sorry Groucho, I didn't consider this a private email. It had nothing specific to me in it, and I presumed most everyone would get one just like it eventually.
It did show they had located the problem, and us as users know there was probably no need to delete certificate files, etc., rather just wait for the fix to be implemented.
What I can't believe is that I am still getting advertisements for this service. This is just wrong. I am very close to giving up on this.
Although it looks bad to those of us unable to consistently use OLB, I suspect the promos come from a different department that knows nothing about the quality of the software/service at this point.
Yesterday I got an email offering me a $40 upgrade from ATI 2010 to "Acronis Backup and Security 2010 Premium, now featuring 250GB of Online backup in a secure remote online storage vault." Now exactly *why* I'd want to fork over more $$ to Acronis right now is beyond me, but ... there it is. :-)
Alvin Mitchell: You're not supposed to copy and paste any private emails between you and Acronis. We all agreed to that when we signed up here, and they've mentioned that they expect us to abide by that agreement. Now, while this situation is frustrating in the extreme (for me, too) I believe they really are working on it, and things are getting better. Let's face it, for the price we all paid, if this thing works well in a week or two, it still will have been a bargain.
Even though posting such an email is against the rules, I'm glad to see it. I've been dealing with an Acronis tech who had me going 'round and 'round in circles, looking for the solution on my machine. Having worked in the business for over 20 years, I understand why. But it sure would be nice if front-line support was let in on this "secret" re current OLB issues.
After jumping through various hoops, I finally got a message from my front-line tech at Acronis telling me he was ... at last ... escalating my case to tier 2 support. It sure would be nice if, instead of selectively sending these emails, Acronis would post something to the forum where those of us who are gnashing our teeth can see Acronis is actually doing something.
Groucho, I understand that a backup task needs time to complete processing on the files in the queue to prevent corruption of the backed up file. The time frames to which I refer are overnight and a full work day. The backup process icon in the tray goes away, but the Task window continues to show that the backup is running and the next task gets queued and never starts.
Thanks.
SL, yeah that does sounds like a bug...no way that should happen. Do you suppose force terminating might make things unstable or cause some further problems?
Groucho, I am not sure what happens with the backup continuing to run. Sometimes, a reboot does not clear the problem so something is written somewhere telling the app about the process state. The OLB may be sending the info back to the app. I am not going to try to troubleshoot the OLB any further at this point.
I uninstalled the program, reinstalled, and successfully created a disk image stored on my network in less than hour. Just like it used to work. I am not going try to connect to OLB until the hotfix, service pack, or whatever is delivered in the next couple of weeks.
StaggerLee: That's exactly what I also am going to do. No use messing up local backups by getting them held in queue while an OLB never finishes.
Be very careful if you manually terminate the True Image task via Win Task manager. Online backup may actually be active, and terminating it may indeed cause unexpected results. I was about ready to terminate the TrueImage task this morning, when I noticed that it was periodically using 2 - 5% of CPU time. So, I did not terminate it - and it continued to upload about 5 GB in the background.
BTW, things are beginning to look up here. Acronis has apparently done something very positive on the server side. I started an online backup yesterday morning and it continued to run (and upload) about 35 GB of data at between 1 - 2.5 Mb/sec (I've got a Comcast cable Internet account). I'm at almost 100 GB uploaded now and still actively uploading. (Note: I have the Request Timeout set to 300 - see Roman's earlier message in this thread).
I am beginning to regain faith in this product... :^)
Have to agree here. I started trying to solve my problem through their support channel and there seems to be a real disconnect between that group and those monitoring this forum even when I tried to refer them to this forum. They told me my problem was different then those on the forum and wanted me to do the same things others were asked (e.g. delete crt file). I finally gave communicating with them. They would send me email asking if I was completely satisfied and asked if they could close the case. I said I wasn't satisifed but that they could close if they wanted to as I was just going to monitor this forum for progress. They then passed me on to another person who wanted me to again do the same things I have done in the past. I have gone almost two weeks without a bit of progress.
BTW, things are beginning to look up here. Acronis has apparently done something very positive on the server side. I started an online backup yesterday morning and it continued to run (and upload) about 35 GB of data at between 1 - 2.5 Mb/sec (I've got a Comcast cable Internet account). I'm at almost 100 GB uploaded now and still actively uploading. (Note: I have the Request Timeout set to 300 - see Roman's earlier message in this thread).
BTW, Roman's instructions are in post #57 here:
http://forum.acronis.com/forum/7902?page=1#comment-19721
I still can't connect at all anymore.
Did anyone do anything to their firewall to get this to work better?
Thanks
I still can't connect at all anymore.Did anyone do anything to their firewall to get this to work better?
Thanks
Not here. I'm using the default settings of Norton Internet Security 2010, which came bundled with my new HP machine (Window 7-64). Online Backup works great occasionally, and sometimes not at all. No, the problems lie with Acronis, and I don't think there's much you can do to improve things.
That's the most frustrating thing for me, the feeling that you have no control over the operation of the program.
I've wasted enough time with the Acronis Online Backup disaster/fiasco/"we're working on it and will have an update tomorrow or next week or next year or never"/beta joke!
Since I already have Symantec Norton Internet Security 2010 installed on my computer, and am quite satisfied with it, I just decided to try the free-for-thirty-days 5GB Norton Online Backup 2.0 trial program. It's humming along, and I should be farther along with it this evening than I've gotten with Acronis Online Backup in fifteen days. Plus, I'm not having to WASTE my time with Acronis Online backup anymore. :(
If I decide to sign up with Norton Online Backup 2.0 for a year, it only includes 25GB of online storage in the basic price. I would expect that competition will force them to bump up the online storage space greatly, or the product won't get much market share.
I'll report back on my progress. About all I can say right now is Norton Online Backup is running and it doesn't look like its going to stop. :)
@Steven: I'm in your opinion. It is better to choose a reliable vendor. If your Harddisk crashed and you can not recover your data, because acronis have a server problem. This is very annoying.
For comparison purposes decided to see how well Moxy would do. Free version only allows 2 GB so I did one backup of about 1 GB took about 1/2 hour no errors. Added another 1 GB and took again about 1/2 hour and no errors. Did a restore of one file and no issues and restored very quickly. I do have pretty good connection speed 15/5.
Acronis about to demand a refund and head off to competitor.