Backup may fail due to a variety of reasons. This article contains instructions on how to localize the root cause of the issue and how to troubleshoot it as well as links to other troubleshooting articles.
About backup process
Backup process can be divided into several stages:
- Backup process starts with checking permissions and looking for existing backups.
- Backup continues with creating a snapshot of the source.
- After the snapshot is done, the captured data is saved into archive.
Troubleshooting
Follow the step-by-step instructions below to troubleshoot the issue. Complete prerequisites step before proceeding to the error troubleshooting step.
Prerequisites
- Check if the file system of the volume is supported, see product documentation. (Acronis True Image can back up non-supported file systems using the sector-by-sector approach)
- Make sure the user specified for running Acronis True Image has Administrator privileges or is a member of the Backup Operators group in a Windows operating system (see: Add a user account to a group).
Known issues
Check the error message and the list of known issues and solutions: https://kb.acronis.com/acronis-true-image-2017/tech-issues
If you need to review the full log, follow these instructions or use the Log Viewer tool developed by Acronis community.
If all the steps above have been executed and the issue still persists, go to the error troubleshooting steps.
Partition / file backup error troubleshooting
If the backup fails right after start the issue may be caused by the following reasons:
Backup target is not accessible:
Please, check that the target device is detected in Windows (you can check it by choosing the device in This PC/My computer section in Windows Explorer). Please, open the device and try to create, modify and delete some file in the location to make sure it is working correctly.
Credentials are not accepted
Right-click on the backup plan, select Edit settings, re-enter credentials and make sure these are accepted.
Insufficient permissions for the backup
Please check that user specified for running Acronis True Image has Administrator privileges or is a member of the Backup Operators group: (see: Add a user account to a group).
If the backup fails during the snapshot creation (at app. 12-24% or one third of the progress bar), the issue may be caused by the following reasons:
SnapAPI module was not installed correctly
Backup may fail with errors:
No operations were found for executing.
- Installing over an older build or version of Acronis True Image, ensure that Windows\system32\drivers\snapman.sys is installed and of the correct version.
- Check that snapman driver is installed: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\snapman
- In windows registry there must be the same version of snapman driver, check keys:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318} -> fltsrv* string in the UpperFilters value
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71A27CDD-812A-11D0-BEC7-08002BE2092F} -> fltsrv* string in the UpperFilters value
It is always better to use the latest version of SnapAPI drivers. Request the latest stable version and install it. Please contact Acronis Support with reference to this article.
VSS Snapshot creation failures
Backup may fail with errors:
Failed to create volume snapshot.
Failed to lock the volume snapshot. Failed to start creating the volume snapshot.
The request is not supported VSS writer '' with class ID '' has failed to process the snapshot.
Use the free Acronis VSS Doctor tool to diagnose and fix the most common problems with VSS.
Go to Start -> Run -> eventvwr.msc. Navigate to Windows Logs -> Application and Windows Logs -> System to check for error messages related to VSS service. Search for solution in Microsoft Support articles, for example see this Microsoft TechNet Article.
Snapshot creation failures and disk errors
Backup may fail with errors:
Failed to read the snapshot
The parameter is not supported
CRC-Error
MTF bitmap corrupted
Please reffer to 15725: Acronis Backup Software: "Failed to create volume snapshot"
If the backup fails while saving data into the archive (from app. 24% or the second third of the progress bar), the issue may be caused by:
Target disk errors
Check target disk for errors:
- Go to the Command Line (Start-Run -> cmd);
- Enter the following command: chkdsk DISK: /f /r
Where DISK is the drive letter of the partition you need to check. Please note that checking the C: drive may require you to reboot the machine.
Network issues if target disk is network share on another PC or NAS
- Please re-enter the credentials for network share on another PC or NAS and check these were accepted
- Check for target disk errors. Check your NAS with a vendor's utility.
If all the steps above have been executed and the PC meets hardware requirements, go to collect information step.
Email backup error troubleshooting (Acronis True Image 2014)
Ensure your email client is supported
- Microsoft Outlook 2003
- Microsoft Outlook 2007
- Microsoft Outlook 2010
- Microsoft Outlook 2013
- Microsoft Outlook Express
- Windows Mail (introduced in Windows Vista and superseded by Windows Live Mail)
- Windows Live Mail
Disk errors
Check the partition that contains your email client database:
- Go to the Command Line (Start-Run -> cmd);
- Enter the following command: chkdsk DISK: /f /r
Where DISK is the drive letter of the partition you need to check. Please note that checking the C: drive may require you to reboot the machine.
If you are going to back up Windows Live Mail, make sure it is closed. For details see Acronis True Image: Backing Up Windows Live Mail Fails with "Error while opening Windows Live Mail database".
If all steps above have been executed and the PC meets hardware requierements, go to collect information step.
Collecting information
Collect following information and contact Acronis Support.
- Step-by-step description of the issue and backup settings.
- If you do email backup please specify your email client.
- Reproduce the issue and collect SnapAPI Logs as decribed in Acronis True Image: Collecting SnapAPI Logs.
- Collect the output of the Acronis VSS Doctor tool.
- Collect System Report from the machine in question: see Acronis True Image 2017: Generating System Report, Acronis True Image 2016: Generating System Report, Acronis True Image 2015: Generating System Report or Acronis True Image 2014: Generating System Report after the issue is reproduced. If this does not work, collect information with AcronisInfo Utility.
- If you do backup of / to network share on another PC or NAS:
- IP adresses of source and target locations.
- Vendor and model of the NAS, if it is another PC then operating system version.
- If network share is on NAS - logs from NAS. Usually, there is an option to export logs in the management console of a NAS.
- If network share is on Linux - asamba logs from Linux