Backup

Symptoms

Application-aware backup fails with one of these errors:

Error 1

Error code: 34865165
Fields: {"$module":"aavb_backup_command_addon_vsa64_23140"}
Message: Failed to get the metadata from the 'VMware Snapshot Provider' extension library.
------------------------
Error code: 65520
Fields: {"$module":"aavb_backup_command_addon_vsa64_23140","code":2147942402}
Message: The system cannot find the file specified

When contacting Acronis Customer Central with a technical issue, it is recommended to have Acronis System Information at hand

Backup fails with one of these errors:

Windows error: (0x80070035) The network path was not found

or

Cannot connect to the machine where network share 'path' is located. The machine may be offline or is experiencing communication problems due to a network error or lock-up.

Backup fails with:

The backup has failed because 'VSS Writer' has timed out during snapshot creation

 

OR

Windows error: (0x800423F2) VSS writer 'System Writer' with class ID 'E8132975-6F93-4464-A53E-1050253AE220' has timed out. This may be caused by too intensive I/O on the machine at the backup start time. Try to re-schedule the backup to some different time. To troubleshoot VSS issues, download and run Acronis VSS Doctor available at https://www.acronis.com/en-us/personal/vss-diagnostic-free-tool/

You start a backup plan for the first time. After the first backup has not completed (for any reason), you want to delete this incomplete archive, but cannot find it under Backups. Or you notice, that space used in Acronis Cloud is larger than your backups occupy.

This article is for Acronis Cyber Backup 12.5, Acronis Cyber Protect 15 and Acronis Cyber Cloud. If you are using Acronis True Image see this article instead.

Symptoms

Backup to Acronis Cloud fails with message:

Network connection failed due to timeout.

Symptoms

Backup fails with: 

Windows error: (0x8007001F) A device attached to the system is not functioning

Symptoms

Backup fails with: 

"Windows error: (0x8007045D) The request could not be performed because of an I/O device error"

Symptoms

Backup of a Windows machine fails with error:
Logon failure: unknown user name or bad password.

Cause

Acronis Cyber Backup agent receives this error from Windows while trying to access backup source or target.

Symptoms

Operation (backup, recovery, cleanup) fails with the following error:

Windows error: (0x8007051F) There are currently no logon servers available to service the logon request

Symptoms

Backup to NAS or a different activity(replication, validation) fails with:

 Windows error: (0x80070544) The validation information class requested was invalid

Symptoms

Backup, replication or another activity fails with:

The path <path> does not exist.

For example: The path "F:/" does not exist.

Or, in older builds:

Windows error: (0x80070002) The system cannot find the file specified

Symptoms

  1. You enabled two-factor authentication in Cloud console 
  2. Acronis Backup software is installed as on-premises deployment
  3. You configure backup to Cloud Storage. Backup fails with the following error:
    The credentials for location <account> are not specified.
    Failed to authorize the user.

Symptoms

Backup fails with error message:

"POR: Element 'Name' cannot be found"

(note that 'Name' stands for element's name, e.g. "BackupType", "ApplicationName" etc.)

Example of full error log:

Symptoms

  1. You save backups to an unmanaged location using Version 12 archive format 
  2. Two or more backup archives have the same "Date modified" value

  1. You have a Windows VM with dynamic disks.
  2. You create an agentless backup of this VM using Virtual Appliance.
  3. When you check the backup archive contents, you notice that drive letters are displayed incorrectly.

Symptoms

  1. You are backing up a SharePoint Server.
  2. Backup fails with:

Error code: 54
Module: 482
LineInfo: 5c71ebf434f0c47a
Fields: $module : disk_bundle_vs_38774
Message: Failed to collect all of the data required for single-pass backup of Microsoft SQL Server.
--------------------
Error code: 4354
Module: 87
LineInfo: e4fe5c9fd5e63de8
Fields: $module : aaib_mssql_backuper_vs_38774

Symptoms

Backup fails with: 

Windows error: (0x80070015) The device is not ready

Symptoms

Backup fails with: 

Windows error: (0x800705AA) Insufficient system resources exist to complete the requested service

Symptoms

Activity fails with:

DNS hostname resolution error

Symptoms

You created Acronis Rescue media on a Mac.

When you attempt to back up the machine with macOS using rescue media, the Backup option is not available. Only recovery can be performed.

Cause

The current product design does not support backing up macOS using bootable media. 

This applies to all types of bootable media: ISO downloaded from the website, bootable media created under macOS, bootable media created under Windows or Linux.

You set up a backup plan of Windows machine(s) with Policy Rules: [Disk 0] in Items for backup.

Backup fails with errors similar to:

Cannot resolve inclusion rule '[Disk 0]'.

Disk 0 has not been found while processing the 'Disk by number' template

  1. You create a backup using Version 12 format.
  2. An operation with archive (e.g. applying retention rules) fails with the error message

    Failed to lock the file

Symptoms

You are backing up data to QNAP NAS.

When the activity is almost complete, it fails with:

The credentials for location are not specified

Cause

Outdated NAS firmware.

Solution

Update NAS firmware to the latest version.

If the issue reproduces with the latest version of firmware, collect system information from the affected agent machine, details about NAS(model, firmware version) and contact Acronis Customer Central.

 

You have installed Acronis Backup Cloud agent for SQL and created a backup plan for a SQL instance.

Backup task fails with this error: "There are no SQL writers." or "The backup of this SQL Server has failed because of a VSS snapshot failure: No SQL writers are found in the operating system."

Symptoms

Backup fails with: 

Unknown status

Symptoms

Backup to Acronis Cloud fails with the following error:

Mismatching backup types. Please reconfigure the cloud backup and try again.

Cause

Information about backup type in the script does not match the type of the created backup. Details are under investigation.

Solution

Resolving this issue requires manually modifying the backup scripts. Please contact Acronis Support for assistance, with a reference to this article.

Symptoms

1.  Operation with a backup archive (backup, replication, recovery, etc.) fails with the following message:

Data is corrupted: CRC mismatch or internal data structures mismatch

Product may hang under specific circumstances.

There are 2 types of hanging:

  • Actual hanging. That is a state similar to a crash. That means that software halts and is doing nothing inside.
  • Infinite loop. This means that on the outside the software looks hanging but inside it is doing some actions over and over again.

Usually when a software hangs its process uses either 100% of CPU (especially when it is infinite loop) or does not use CPU and does not change RAM usage at all (Actual hanging). Still it is difficult to make sure if the software hangs or not. The above means that usually 1 dump is not enough because if that is Infinite Loop – the developers will see that software is working and there is no problem inside. So in order to troubleshoot application lockups you need about 5 dumps collected one after another. A Process Monitor Log will also be useful especially if it actually turns out to be an Infinite Loop.

Please note that an application lockup does not necessarily mean the software is completely unresponsive. A process can hang (e.g. service_process.exe hangs and a backup is stuck), but you can still browse vaults, create new plans etc.

Define the hanging process using Windows Task Manager. In some cases multiple processes are involved in an operation. In this case the hang of 1 process can be caused by some operations in another process. In this case you need  to collect memory dumps of all processes involved in the operation. E.g. if a backup to Acronis Storage Node hangs, you need to collect a dump of service_process of the agent as well as StorageServer.exe process on ASN machine.

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