37112: Acronis Backup, Acronis Backup Cloud: backup fails with "The operation has timed out"

Symptoms

Backup or other operation fails with "The operation has timed out."

 

Cause

This error occurs if process of initialization disk system fails due to a timeout. For example, this issue can occur if there is a connected USB drive, SD card or other storage with long initialization time. Before Agent starts writing data for a backup, it should initialize the disk system that includes all the connected storage devices. If any of these devices are not initialized within 15 minutes, you will receive the error. 

Solution #1

If you have any USB drive / SD cards attached to machine - update the drivers for these storage devices. If drivers are not up to date - it can result into slow initialization time and cause this error. If you don't use USB drives / SD cards as a source or as a target of backup plan, but you have them connected to your machine - unplug it.

A situation is also possible when the USB drive was not unmounted correctly, and the operating system behaves as though it is still attached (thus causing the issue to reproduce). Do the following to check that the disk was unplugged correctly:

  1. Open Disk Management (press Win+R, type diskmgmt.msc and click OK) and check for any unplugged disks that are still shown as attached.
  2. Run Acronis Disk Report and check it to see if any USB disk is still detected. See example below:

If you don't have USB / SD cards connected to the machine, the error may also indicate the one of the disk is slow to respond. Please run disk checker utility provided by disk vendor to check its health status.

Solution #2

The solution is to increase the timeout for service_process.exe. Its default value is 15 minutes (Agent for Windows starting from build 12210) or 5 minutes (Agent for Windows before build 12210, and Agents for Linux and Mac). If you encounter the issue, it is suggested to increase default timeout to 30 minutes.

  1. On the Windows machine with an Acronis Agent installed go to Start -> Search -> type regedit.exe and press Enter.
    1. Navigate to this key:
      HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\BackupAndRecovery\CommonComponents\ServiceProcess\Settings\
    2. Create a new DWORD, 32-bit, named StartTimeout, value e.g. 1800000, base: decimal
      (!) The name is key-sensitive. Take care about upper and lower case. The name is StartTimeout;
      (!) The value is in milliseconds. E.g. 30 minutes are 1800000 (30 * 60 * 1000 = 1800000);
  2. For Linux systems, open /etc/Acronis/BackupAndRecovery.config.
    1. Find 
      <key name="ServiceProcess">
      <key name="Settings>
    2. Add following value in Settings section:
      <value name="StartTimeout" type="Tdword">
      "300000"
      </value>

(!) Increasing default timeout will also result in increased time for completing the backup. Consider checking solution #1, if you don't want to increase default timeout

 

If the issue persists after following solution #1 and solution #2, please collect system information from the device and contact Acronis Support. 

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