Last update: Wed, 2020-11-11 16:43
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 Acronis System Report .
The tool's output is an archive with diagnostic information. Find the disk report within it and check if there are errors
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
