46195: Acronis Backup Software: Troubleshooting Snapshot Issues

    This article describes how to resolve and troubleshoot the error "Error creating snapshot" encountered while backing up a physical or virtual machine. Generally following snapshot errors may occur:

    Failed to create volume snapshot
    Failed to create VSS snapshot
    Failed to start creating the volume snapshot
    Awaiting task 'CreateSnapshot' has failed. Reason: Response timed out
    There Is Not Enough Free Space on the Drive Where the Snapshot Cache File Is Located.
    Failed to Set Snapshot Bitmap. Not Locked
    Creating a quiesced snapshot failed
    Failed to Read the Snapshot

    Troubleshoot VSS-related issues with the free Acronis VSS Doctor tool. If it didn't help, follow the steps below.

    1. Get familiar with technology of snapshot creation in the About part.
    2. Check for known issues in the Known issues part.
    3. Follow to Troubleshooting part to troubleshoot and resolve the issue.

    About

    The SnapAPI module is in charge of all I/O operations on the hard disk of Acronis software working in Windows. It also allows creating backups under running Windows with an unlimited number of files open for reading and writing without the necessity to reboot the computer.

    The Snapshot Manager driver (snapman.sys) is installed as an upper filter between the file system drivers and the volume drivers, so SnapAPI can intercept all the read and write requests passing to a partition. The SnapAPI drivers binary files and registry keys/settings are listed below:

    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\snapman
    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318} -> snapman string in the UpperFilters value
    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71A27CDD-812A-11D0-BEC7-08002BE2092F} -> snapman string in the LowerFilters value
    • Windows\system32\drivers\snapman.sys

    For compatibility purposes SnapAPI may also be present in Windows\system32\snapapi.dll

    See more about Snapshot Issues and Snapshot procedure in following articles:

    Title

    Related to

    15725: Acronis Backup Software: "Failed to create volume snapshot"

    Hardware issues

    11124: ABR10: Troubleshooting Acronis virtual appliance issues for ESX

    Acronis Agent for ESX/ESXi (Virtual Appliance)

    45472: Using DiskShadow to Determine Issues with VSS

    VSS service

    45632: Acronis Backup: Virtual Machine Backup Troubleshooting Guide

    VM backup

    8032: Acronis Backup Creates a Temporary File During Snapshot

    SnapAPI

    1512: SnapAPI

    SnapAPI

    1620: Removing Acronis SnapAPI Drivers

    SnapAPI

    41283: Updating SnapAPI Module in Linux

    SnapAPI

    36200: Acronis Backup: VSS Troubleshooting Guide

    VSS

    Known Issues

    Title

    Error Message/Code

    Related to

    17027: Acronis Backup & Recovery 10: VSS Backup Fails with "Failed to create volume snapshot" on a Machine with Microsoft SQL Server 2000

    Event Type: Error
    Event Source: VSS
    Event ID: 6004
    Time: TIME
    User: N/A
    Computer: COMPUTERNAME
    Description: Sqllib error: Database NAME is not simple.

    Microsoft SQL Server 2000

    15897: Acronis Backup & Recovery 10 Agent for ESX/ESXi: "Creating a quiesced snapshot failed"

    Message: Awaiting task 'CreateSnapshot' has failed. Reason: Cannot create a quiesced snapshot because the create snapshot operation exceeded the time limit for holding off I/O in the frozen virtual machine.

    Acronis Agent for ESX/ESXi (Virtual Appliance)

    8913: Acronis Backup & Recovery 10 Advanced: Backup with VSS Fails with "Failed to read data from sector 2,048" in Windows 7

    Failed to read data from sector ‘--‘

    Managed Machine Service

    37470: Acronis Backup & Recovery: Backup Fails with "Cannot Continue Backup. There Is Not Enough Free Space on the Drive Where the Snapshot Cache File Is Located."

    Message: Cannot continue backup. There is not enough free space on the drive where the snapshot cache file is located.

    0x00010421

    temporary File during Snapshot

    41152: Acronis Backup 11.5: Backup Fails with "Failed to Read the Snapshot"

    Message: The parameter is incorrect

    0x0010C45A+0x00000009+0x00000057+0x0000FFF0+0x80070057

    drive errors

    37472: Acronis Backup 11.5: Backup Fails after Upgrade with "Failed to Set the Snapshot Bitmap"

    Message: The request is not supported

    VSS provider

    4559: Acronis Product Fails to Back Up a VMware ESX/ESXi Virtual Machine with "Creating a quiesced snapshot failed" or "An error occurred while quiescing the virtual machine"

    Awaiting task has failed (Cannot create a quiesced snapshot because the create snapshot operation exceeded the time limit for holding off I/O in the frozen virtual machine)

    Creating a quiesced snapshot failed

    Creating a quiesced snapshot failed because the create snapshot operation exceeded the time limit for holding off I/O in the frozen virtual machine

    An error occurred while quiescing the virtual machine. See the virtual machine's event log for details.

    VMware failed to create a quiesced snapshot of the selected virtual machine. To back up the machine, power off the machine before the process or uninstall the Volume Shadow Copy Services Support feature of VMware Tools from the VM.

    Awaiting task 'CreateSnapshot' has failed. Reason: Cannot create a quiesced snapshot because the create snapshot operation exceeded the time limit for holding off I/O in the frozen virtual machine.

    Protocol error from VMX

    quiesced snapshot

    36360: Acronis Backup Advanced 11.5 for SQL: Backing up Machine with MS SQL Server 2005 Fails with “Failed to Create Volume Snapshot”

    Failed to create volume snapshot.
    Failed to set snapshot bitmap.
    Not locked.

    VSS functionality of MS SQL 2005

    29014: Acronis Backup & Recovery 11: Backup Fails with "Failed to read the snapshot" and 0x0010C45A+0x0000FFF0

    Failed to read the snapshot. The device is not ready.

    0x0010C45A+0x0000FFF0

    VSS service

    40845: Acronis Backup 11.5: Backup on Windows XP Fails with Error 'Failed to Create Volume Snapshot' If MS SQL Server is Installed

    Failed to create volume snapshot

    Windows XP

    MS SQL Server

    31418: Acronis Backup: Backup Fails with ''Insufficient storage available to create either the shadow copy storage file or other shadow copy data"

    Failed to start creating the volume snapshot

    Insufficient storage available to create either the shadow copy storage file or other shadow copy data

    snapshot storage

    31362: Acronis Backup and Acronis Backup for VMware: Virtual machine backup fails with "Awaiting task 'CreateSnapshot' has failed. Reason: File is larger than the maximum size supported by datastore"

    Awaiting task 'CreateSnapshot' has failed. Reason: File <unspecified filename> is larger than the maximum size supported by datastore '<unspecified datastore>

    VMDK

    36273: Acronis Backup Advanced 11.5 for Exchange: Database Backup Fails with 'Insufficient storage available to create either the shadow copy storage file or other shadow copy data'

    Failed to start creating the volume snapshot.

    Insufficient storage available to create either the shadow copy storage file or other shadow copy data.

    Microsoft Exchange

    26550: Acronis Backup & Recovery 11: Backup Displays the "Failed to get VSS metadata for backup" Warning

    Failed to get VSS metadata for backup

    VSS

    40623: True Image 2013 by Acronis: Backup Fails with "Failed to Set Snapshot Bitmap. Not Locked"

    Failed to set snapshot bitmap. Not locked

    system resources

    20350: Acronis Product Errors Out with "Unable to initialize snapshot manager library"

    Unable to open (initialize) computer.

    Unable to initialize snapshot manager library.

    The system cannot find the file specified.

    Low-level Acronis drivers

    25370: True Image 2013 by Acronis and Acronis True Image Home 2012: Error “Failed to open (initialize) the computer: Failed to initialize the snapshot manager library.(0x100005)”

    Failed to open (initialize) the computer: Failed to initialize the snapshot manager library.

    SnapAPI module

    38229: True Image 2013 by Acronis: Backup Fails with "Failed to Read the Snapshot Manager Drive"

    Failed to read the snapshot manager drive

    0x000101FE+0x001000D7+0x00100155

    defect sectors

    25370: True Image 2013 by Acronis and Acronis True Image Home 2012: Error “Failed to open (initialize) the computer: Failed to initialize the snapshot manager library.(0x100005)”

    0x000101F4+0x00100005+0x00000009+0x0000FFF0+0x80070002

    SnapAPI

    48686: Acronis True Image 2015 Errors Out with “Unable to create volume snapshot” ”

    0x00070021+0x00070021+0x0010C442+0x00000009

    0x00070021+0x00070021+0x0010C442+0x00000009";

    0x00070021+0x00070021+0x0010C442+0x00000009"

    0x00070021+0x00070021+0x0010C477+0x0010C442+0x0010C46B+0x0000FFF0+0x800423F2

    Snapshot Manager

    Troubleshooting steps

    Follow step-by-step instructions below to troubleshoot the issue. Complete prerequisites step before proceeding to error troubleshooting step.

    1. Prerequisites

     Complete all steps before proceeding to error troubleshooting step.

    1.1 Backup user

    Windows
    To use a snapshot, the backup plan has to run under the account with the Administrator or Backup Operator privileges. If a snapshot cannot be taken, the backup will fail. A user who is a member of the Backup Operators group, also has the management right to back up and recover the entire machine or any data on the machine, with or without using a disk snapshot. Using a hardware snapshot provider may still require administrative privileges. The user for Acronis Managed Machine Service must belong to the Backup operators group. On Domain Controllers, the user must also be a member of the Domain Administrators group to have access to the Active Directory during a backup with VSS. So, please ensure the user specified for backup plan and Managed Machine Service is in Backup operators group. See: 15276: Acronis Backup: Adding Necessary Rights and 19140: Acronis Backup: Changing Users for Acronis Services.

    Linux
    When managing a machine running Linux, the user has or obtains the root privileges, and so can:

    • Back up and recover any data or the entire machine, having full control over all Acronis Agent operations and log files on the machine.
    • Manage local backup plans and tasks owned by any user registered in the operating system.

    To avoid routine logging on to the system as root, the root user can log on with the ordinary user credentials and then switch user as required.

    1.2 Supported File Systems

    Acronis Backup can back up and recover the following file systems with the following limitations:

    • FAT16/32
    • NTFS
    • ReFS - volume recovery without the volume resize capability. Supported in Windows Server 2012/2012 R2 only.
    • Ext2/Ext3/Ext4
    • ReiserFS3 - particular files cannot be recovered from disk backups located on Acronis Storage Node
    • ReiserFS4 - volume recovery without the volume resize capability; particular files cannot be recovered from disk backups located on Acronis Backup & Recovery 11.5 Storage Node
    • XFS - volume recovery without the volume resize capability; particular files cannot be recovered from disk backups located on Acronis Storage Node
    • JFS - particular files cannot be recovered from disk backups located on Acronis Storage Node
    • Linux SWAP

    To create an exact copy of a disk or volume on a physical level, select the back up sector-by-sector check box. The resulting backup will be equal in size to the disk being backed up (if the Compression level option is set to 'None'). Use the sector-by-sector backup for backing up drives with unrecognized or unsupported file systems and other proprietary data formats. 

    Acronis Backup can back up and recover corrupted or non-supported file systems using the sector-by-sector approach only.

    1.3 Multi-volume snapshot

    This option is effective only for Windows operating systems.
    This option applies to disk-level backup. This option also applies to file-level backup when the file-level backup is performed by taking a snapshot. (The File-level backup snapshot option determines whether a snapshot will be taken during file-level backup).
    The option determines whether to take snapshots of multiple volumes at the same time or one by one.

    The preset is: Enable.

    When this option is set to Enable, snapshots of all volumes being backed up will be created simultaneously. Use this option to create a time-consistent backup of data spanned across multiple volumes, for instance for an Oracle database.

    When this option is set to Disable, the volumes' snapshots will be taken one after the other. As a result, if the data spans across several volumes, the resulting backup may be not consistent.

    1.4 Snapshot options for file-level backup

    This option is effective only for file-level backup in Windows and Linux operating systems.
    This option defines whether to back up files one by one or by taking an instant data snapshot.

    Note: Files that are stored on network shares are always backed up one by one.

    The preset is: Create snapshot if it is possible.
    Select one of the following:

    • Always create a snapshot The snapshot enables backing up of all files including files opened for exclusive access. The files will be backed up at the same point in time. Choose this setting only if these factors are critical, that is, backing up files without a snapshot does not make sense. To use a snapshot, the backup plan has to run under the account with the Administrator or Backup Operator privileges. If a snapshot cannot be taken, the backup will fail.
    • Create a snapshot if it is possible
      Back up files directly if taking a snapshot is not possible.
    • Do not create a snapshot Always back up files directly. Administrator or Backup Operator privileges are not required. Trying to back up files that are opened for exclusive access will result in a read error. Files in the backup may be not time-consistent.

    1.5 Volume Shadow Copy Service (VSS)

    These options are effective only for Windows operating systems and Acronis Backup & Recovery products. The option defines whether a Volume Shadow Copy Service (VSS) provider has to notify VSS-aware applications that the backup is about to start. This ensures the consistent state of all data used by the applications; in particular, completion of all database transactions at the moment of taking the data snapshot by Acronis Backup. Data consistency, in turn, ensures that the application will be recovered in the correct state and become operational immediately after recovery.

    The preset is: Use Volume Shadow Copy Service

    If you select Do not use VSS, the data snapshot will be taken by Acronis Backup.

    Choose Do not use VSS if your database is incompatible with VSS. Backup process is fastest, but data consistency of the applications whose transactions are not completed at the time of taking a snapshot cannot be guaranteed. You may use Pre/Post data capture commands to indicate which commands should be performed before and after taking the snapshot. This ensures that the data is being backed up in a consistent state. For instance, specify pre-data capture commands that will suspend the database and flush all caches to ensure that all transactions are completed; and specify post-data capture commands that will resume the database operations after the snapshot is taken.

    Enabling VSS Full backup

    The preset is: Disabled.

    This option can be useful when you protect Microsoft Exchange Server with a disk-level backup.

    If enabled, logs of Microsoft Exchange Server and of other VSS-aware applications (except for Microsoft SQL Server) will be truncated after each successful full, incremental or differential backup.

    Leave this option disabled in the following cases:

    •   If you use Acronis Agent for Exchange or third-party software for backing up the Exchange Server data. This is because the log truncation will interfere with the consecutive transaction log backups.
    •   If you use third-party software for backing up the SQL Server data. The reason for this is that the third-party software will take the resulting disk-level backup for its "own" full backup. As a result, the next differential backup of the SQL Server data will fail. The backups will continue failing until the third-party software creates the next "own" full backup.
    • If other VSS-aware applications are running on the machine and you need to keep their logs for any reason.

    Enabling this option does not result in the truncation of Microsoft SQL Server logs. To truncate the SQL Server log after a single-pass backup, enable the Log truncation setting in the Single-pass disk and application backup section of the Create backup planor Back up now page.

    Enable this option when using VSS on a machine that has Windows XP and runs Microsoft SQL Server. If you leave the option disabled, the backup may fail.

    Generally, proceed with VSS troubleshooting if snapshot issue is caused by VSS: 36200: Acronis Backup: VSS Troubleshooting Guide

    If all steps above have been executed and issue still persists, go to error troubleshooting step.

    2. Error troubleshooting

    Complete all following steps to localize the issue before proceeding to collect information step.

    2.1 Disk Errors

    Check system for disk and general hardware errors, see
    15725: Acronis Backup Software: "Failed to create volume snapshot"
    46155: Acronis Backup: Troubleshooting Disk/Partition Backup

    2.2 VSS Issues

    Troubleshoot VSS errors: 36200: Acronis Backup: VSS Troubleshooting Guide

    As workaround in Acronis True Image, you can disable VSS either for a specific backup task or entirely.

    To disable VSS entirely, open Services (start -> search -> services.msc), locate the Volume Shadow Copy service and stop it. Please note that disabling VSS turns off creation of Windows recovery points and might cause issues with Microsoft SQL Server (if installed) or other VSS-dependent software.

    Disabling VSS for a specific issue will not interfere with any other VSS-dependent operations and software.

    To disable VSS for a specific backup task:

    1. Navigate to C:\ProgramData\Acronis\TrueImageHome\Scripts
    2. Locate the script where you need to disable VSS. You can identify the necessary script by opening it and searching for the backup name placed in line 5 between the  <display> tags:
    3. Using search, look for the use_vss parameter:
    4. Change the value from true to false:
    5. Save changes.

    2.3 SnapAPI Update

    • Ensure that Windows\system32\drivers\snapman.sys is installed and of the correct version.
    • Check that snapman driver is installed an working: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\snapman
    • In windows registry there must be single versions if snapman driver, check keys:
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318} -> snapman* string in the UpperFilters value
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71A27CDD-812A-11D0-BEC7-08002BE2092F} -> snapman* string in the LowerFilters value

    It is always better to use the most actual SnapAPI drivers. Please contact Acronis Customer central with the reference to this article, request the latest stable version and install it.

    For Linux operating systems check 41283: Updating SnapAPI Module in Linux. The setup program tries to automatically compile the SnapAPI module for your Linux kernel. If it fails to do so, please refer to the file /usr/lib/Acronis/BackupAndRecovery/HOWTO.INSTALL.

    2.4 VssRequestor Settings

    Due to the limits of VSS architecture at one time only one application in the system can create a snapshot. In other words, a critical part of creating a VSS snapshot is serialized. When a collision occurs application receives the error VSS_E_SNAPSHOT_SET_IN_PROGRESS (0x80042316). Acronis VssRequestor then performs several attempts to create a snapshot. By default it makes 10 attempts for 5 minutes.

    Beginning with the SnapAPI build #2228 these values ​​can be set in the registry:

    HKLM\Software\Acronis\SnapAPI\SnapshotRetryTimeout: DWORD
    HKLM\Software\Acronis\SnapAPI\SnapshotMaxRetryCount: DWORD

    The timeout value is in seconds. VssRequestor restart is not required.

    If all steps above have been executed and issue still persists, go to collect information step.

    3. Collect information

    Collect following information and contact Acronis Customer Central. Note that all logs should be collected on the machine which is performing backup. In case a virtual machine is being backed up over host logs from the host as well as from the guest system should be collected.

    3.1 VSS logs

    Collect VSS logs as described in 1830: VSS Log Files.

    3.2 SnapAPI Logs

    General instructions on how to collect SnapAPI logs see in 36501: Acronis Backup 11.7/11.5: Collecting SnapAPI Logs.

    In some cases advanced logging is necessary to identify the root cause.

    To provide advanced SnapAPI logs configure flags in HKLM\SOFTWARE\Wow6432Node\Acronis\SnapAPI (SnapAPI installer build #2105 and higher):

    • flag Enabled (0x1) – tracing is enabled
    • flagTimeStamp (0x2) – tracing of time
    • flag CallTiming (0x4) – tracing oft time duration
    • flag Reads (0x10) – tracing of successful read operations

    3.3 VssRequestor Tracing Logs:

    The role of VSS Requestor is performed by modules vsscom.dll or vss_requestor.exe.

    • vsscom.dll tracing (SnapAPI installer build < #2165):
      1. create key HKLM\SOFTWARE\Acronis\SnapAPI::DWORD::"VssComApiTracing"==1 to trace (disable with ==0)
      2. log files will be saved in
        2000/XP/2003: Documents and Settings\All Users\Application Data\Acronis\VssComLogs\
        Vista/Win7/2008: Users\All Users\Acronis\VssComLogs\
    • vss_requestor.exe tracing (SnapAPI installer build #2170 and higher)
      1. create key HKLM\SOFTWARE\Acronis\SnapAPI::DWORD::"VssRequestorTracing"==1 to trace (disable with ==0)
      2. log files will be saved in
        2000/XP/2003: Documents and Settings\All Users\Application Data\Acronis\VssRequestorLogs\
        Vista/Win7/2008: Users\All Users\Acronis\VssRequestorLogs\

    3.4 AcronisInfo with Debug Trace

    • Create key HKLM\SOFTWARE\Acronis\Global\Configuration::DWORD::"DebugTrace"==1
    • Gather system information using AcronisInfo Utility or Acronis System-Report.
    • Disable Debug trace setting the value ==0.

    Note: always collect system information after the issue has been reproduced. If Debug tracing, SnapAPI logs and VssRequestor logs are enabled, System Report (or AcronisInfo) will include all these logs.

    3.5 Backup settings

    The better way to provide backup plan settings is to export the backup plan as .xml file. See Export and import of backup plans. For Acronis True Image create screenshots of the backup plan settings: Creating Screenshots. Also provide exact details of what is being backed up.

    3.6 Dump

    Collect a process dump in case a backup hangs at up to 21% (snapshot taking stage): for instructions see solution B in this article.

    Collect a full memory dump in case Acronis backup causes BSOD during snapshotting: Creating Windows Memory Dumps.

    Tags: 

    You are reporting a typo in the following text:
    Simply click the "Send typo report" button to complete the report. You can also include a comment.
    CAPTCHA
    This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.
    4 + 6 =
    Solve this simple math problem and enter the result. E.g. for 1+3, enter 4.