32292: Acronis vmProtect: "The drive is not ready" Error When Browsing a Network Share (typically hosted on a NAS)

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This article describes the troubleshooting steps in case a network share cannot be selected as a backup destination. "The drive is not ready" error is typically related to the share specifics which should be revealed. One of the common solutions is to access the share using its IP address instead of the hostname

This article applies to:

  • Acronis vmProtect 9
  • Acronis vmProtect 8
  • Acronis vmProtect 7
  • Acronis vmProtect 6

Symptoms

You are trying to browse the share in the backup/replication wizard by selecting it in the tree or by typing in the address (\\server\share\) manually in the path field. This results in the following errors:

Message: The drive is not ready.
Details:
Code: 27066484 (0x019D0074)
Line: 836463A653DED97C
Message: An error has occurred while executing command 'file_browse_async'.
============
Code: 27066457 (0x019D0059)
Line: AC471D05F22A8C35
Message: An error has occurred while getting directories for path: 'avfs:/smb?//server/'.
============
Code: 27787268 (0x01A80004)
Line: 10F02767C7826ACA
Message: Failed to get the directories list.
============
Code: 9568343 (0x00920057)
Line: 4D7F75FCDE07D674
Message: Failed to get files.
============
Code: 9568342 (0x00920056)
Line: 4D7F75FCDE07D69E
Message: Failed to add the items to the directory.
============
Code: 262155 (0x0004000B)
Line: 9D05DDC01E814C63
Message: The drive is not ready.

The same errors may appear during the backup task execution.

Cause

1. The most possible reason is that the share did not respond properly to getting folders list request. "The drive is not ready" error usually appears while browsing NAS devices which have their own specifics depending on the vendor and firmware version, thus causing issues in the network share browsing workflow.

2. Another possible cause is that the machine hosting the share has been rebooted, while the connection to this share had been already established from Acronis vmProtect Agent (either Windows Agent or Virtual Appliance).

3. The DNS server may not be configured in the Virtual Appliance settings (especially when using manual IP configuration) which results in inability to access network shares using the hostnames. Please refer to solution #1 in the Solution section.

Solution

Assuming that you can save files on this share using standard methods and only access via Acronis vmProtect does not work, the troubleshooting steps are:

  1. Try specifying the share using its IP address instead of the hostname (i.e. type \\[IP]\ in the path field and hit Enter) and see if it helps.
  2. Specify the username for share access in domain\user format if you are in a domain environment and see if it helps.
  3. In order to confirm that the issue is related to particular network share specifics, try accessing some different network share and see if it succeeds (preferably a share hosted on a usual Windows machine). If the different share is accessed properly then this means that the issue is in this particular share (which usually appears to be a NAS device).
    • If the problem is related to only one specific share (hosted on NAS), then check the permissions for this share, i.e. try creating a separate dedicated user for this share access and use this new user when browsing. Also try changing the CIFS/SMB protocol settings in the NAS device configuration to see if it makes any difference.
    • Try installing Acronis vmProtect Windows Agent instead of Virtual Appliance and see if this share can be accessed via the Windows Agent. The reason to try this step is that the network shares access workflow is significantly different when performed by Windows Agent or Virtual Appliance.
    • Try accessing the NAS device using FTP protocol instead of SMB (ftp://server/share instead of \\server\share\) and see if it works or not.
  4. If the error occurs during the backup task execution (i.e. after the task is configured already) then try disabling the "Re-try operation if an error occurs" option in the additional backup settings which disables network caching and see if it helps.
  5. If you are experiencing symptoms described under item 2. in Symptoms section, then the workaround is to reboot Acronis vmProtect Agent (restart Virtual Appliance or restart Acronis vmProtect Managed Machine Service)
  6. If nothing of the above helps please collect the following information and contact Acronis Customer Central:
    • The details about the network share configuration (where it is hosted, screen shots of the NAS settings applied to the share)
    • The details of all points of Step 3 of troubleshooting, i.e. what you have tried and what were the results.
    • The NAS device model and firmware version (where applicable)
    • The log from Acronis vmProtect web console: View -> Show Logs -> switch to the orange Logs tab -> Save All To File after reproducing the issue

More information

The issue is typically related to Virtual Appliance based installations which are based on Linux OS and therefore have their own SMB protocol implementation. The future versions of Acronis vmProtect will be based on Linux kernel 3.3.xx + (currently it is 2.6.xx) with new SMB protocol version so these issues may be gone automatically.

See also Backing Up to USB Hard Drive Fails with "Device is not ready".

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