Last update: Thu, 2020-09-03 06:03
Symptoms
1. You create a backup using Version 12 backup format (this format is used by default for all new archives in Acronis Cyber Backup 12.5 and Acronis Cyber Backup Cloud).
2. Task fails with: "Input/output error "
Example 1 of full error log: click to expand
Error 0x1350016: TOL: Failed to execute the command. Backing upinput/output error
Example 2 of full error log: Click to expand
| error 0x4001fb: Failed to open the backup archive by the ID.Input/output error
Troubleshooting
This is a generic error that requires investigation.
1) For Acronis Cyber Backup 12.5 : Please update the product to the latest available build (13400) as Acronis Cyber Backup 12.5 Update 4 contains improvements to make this error more detailed.
2) Input/output errors during file system access may be a sign of file system errors or hardware issues.
Search for possible errors using Windows Event Viewer and Acronis Disk Report:
Review Windows event logs, see details in this article .
Review Acronis Disk Report, as described below, or use your preferred software for checking disk health status.
How to use Acronis Disk Report
Download and run the Acronis Report tool. See Acronis Disk Report ;
Check if there are errors shown in the generated report.txt
The C column stands for Full partition check status:
C - means there are no errors
If there is an E or a W, then it is recommended to check the partition for errors and repair:
Make sure that you have a healthy backup of the machine. If not, create one using Acronis Bootable Media.
Go to command prompt (Start -> run -> cmd) and enter following command:
chkdsk DISK: /r
where DISK is the partition letter you need to check. Please note, that checking the C: drive may require you to reboot the machine.
3) Check pcs log on the Agent around the time of failure; details from this log can help find the cause of the issue:
Windows: C:\ProgramData\Acronis\BackupAndRecovery\MMS\pcs.0.log.gz
Linux: /var/lib/Acronis/BackupAndRecovery/MMS/pcs.0.log.gz
macOS: /Library/Application Support/Acronis/BackupAndRecovery/MMS/pcs.0.log.gz
If the above steps do not help resolve the issue, collect system information from the affected machine and contact Acronis Customer Central with a reference to this article
