58000: Acronis True Image 2016: Troubleshooting Issues with NAS Devices

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    Last update: 02-11-2016

    1. What differs backups to/from NAS from other types of backups

    NAS is exposed as a set of shares that could be accessed only at files/folders level.

    Unlike internal and external disks, NAS units do not provide block-level access. It means that any kind of disk snapshotting mechanisms (Acronis SnapAPI, Microsoft VSS) are not applicable when backing up data from NAS. This increases risks of issues with backup due to other programs accessing the NAS at the same time when Acronis backup runs.

    NAS units may have other backup and data synchronization programs installed on the NAS itself. These programs act independently from Acronis and may interfere with Acronis software, even when Acronis runs in isolated rescue media environment.

    2. Supported NAS models and network protocols

    Acronis True Image 2016 officially supports all NAS models.

    See the list of supported network protocols at https://kb.acronis.com/content/57988

    3. Accessing NAS Management Console

    When troubleshooting issues with NAS devices you may require access to NAS Management Console.
    In most cases you can access NAS management console by typing NAS machine name or ip-address in the web browser address bar and you will be redirected to login screen like shown below.

    The way NAS Management Console is accessed can vary from model to model.

    4. Issue: NAS is not detected

    See https://kb.acronis.com/content/57992

    5. Issue: NAS is detected, but is not selectable, OK button is grayed out

    Make sure that you do not attempt to save backups directly to NAS` "root folder", e.g. to \\MyNAS. If you do, expand NAS` contents and select a folder/share on the NAS, e.g. \\MyNAS\Public, or type that path directly in Browse dialog box and hit Enter. Then you will be able to select that destination for storing backups.

    6. Issues with credentials/authenticating on NAS

    See https://kb.acronis.com/content/58004

    7. Issues with backup from NAS to other locations

    See https://kb.acronis.com/content/2954

    8. Issue: disk space on NAS is not freed after backups deletion

    Some NAS models have Recycle Bin functionality, when deleted files are not really deleted, but are moved into special Recycle Bin folder on the NAS. In such case backup disappears, but amount of free space available remains the same. Use NAS Management Console to check if Recycle Bin feature is enabled or not. Either clean Recycle Bin, reduce its capacity so that backups will be deleted permanently, or disable Recycle Bin completely.

    9. Issue: Backup to NAS interrupts

    Symptoms: backup to NAS starts, but then interrupts in the middle of operation with a write/access error

    Possible causes: unstable connection to NAS, outdated paths to .tib files in program`s database

    Actions: If the error references non-existing .TIB file on NAS, it means that Acronis` catalogue of backups contains references/links/paths to .tib files that were removed outside of Acronis, e.g. you may have deleted them manually in Windows Explorer. You would need to remove outdated entries in Acronis True Image database by either recreating it (https://forum.acronis.com/forum/99525#comment-324836) or reinstalling the software with Acronis CleanUp tool (https://kb.acronis.com/content/48668). Note that your backups themselves will not be deleted. Only backup settings will be cleared and you would need to re-add backups to the list and re-configure them.

    If you use wireless connection to router/NAS, see if the issue reproduces when they are connected with cables only.

    Close all other programs that use the NAS (especially other backup and synchronization programs). Update drivers for the network card on PC. Update NAS`s firmware, get it either from NAS manufacturer`s website or use built-in firmware update feature in NAS Management Console.

    When doing file-level backups to NAS, see if the error references a file/folder from your source selection: open latest modified file with name starting with service_ in the folder C:\ProgramData\Acronis\TrueImageHome\Logs. If you see that backup log says that some of source folders/files could not be accessed, attempt to copy that file/folder in Windows Explorer to check if the issue is specific to Acronis or that source file/folder is corrupted/damaged and could not be copied at all.

    10. Question: Why multiple .TIB files are created for one backup?

    Symptoms: two or more .tib files are created on NAS after running one backup. All of them have identical "b" (backup chain) and "s" (backup slice) numbers, but different "v" (volume) numbers. Example:


    Possible cause: if connection to NAS is dropped even for a moment, the program will stop writing to original .tib file and will start a new backup volume (part).

    Actions: If such backup validates successfully, you do not have to worry about such split backups. When restoring from such backup, select the last volume, the program will take other parts automatically when needed.

    If validation fails, the backup may still be valid and failure may come from bad connection to NAS. Copy .TIB files from NAS to internal or external disk, add them to Acronis True Image 2016 list of backups and validate them. If validation fails again, follow https://kb.acronis.com/content/1517 to troubleshoot corrupted backup problem.

    11. Why my .TIB files on NAS have wrong created/modified date?

    Open NAS Management Console and make sure that date/time setting is correct. If it is outdated, or was out of sync when .tib file was written, .tib will have wrong created/modified date.

    Created/mofidied date does not affect Acronis functionality at all. Restore points will have their real values, because they are written not as .tib file attributes, but in .tib file contents.

    12. Storage space quotas on NAS

    Some NAS models allow to limit NAS storage space usage for particular NAS accounts. Backups will fail if quota for corresponding NAS user account has been reached, even though there is a lot of free space for other NAS accounts. Make sure that the user that you use to connect Acronis program to NAS has enough quota or disable quotas at all through NAS Management Console.

    13. Using FTP as workaround when connection through SMB fails

    This workaround applies only to Acronis True Image 2016 running in Windows and bootable Linux or WinPE environments.

    If you need to access NAS urgently (restore from a backup or create a new backup), but connection fails for any reason, click on "New FTP connection" in Browse dialog and try to connect to NAS through FTP protocol. It may be disabled by default, you would need to enable it in NAS Management Console before trying to connect from Acronis program.

    14. Troubleshooting backups to NAS through FTP

    Main source of troubleshooting information is special FTP connection log. It allows you to see "conversation" between Acronis program and the NAS, locate the error message and act accordingly further. See https://kb.acronis.com/content/2465 on how to get that FTP log.

    Another method of getting FTP log is to type “ftp” (without quotes) as a filter in Wireshark log and hit Enter to apply it.

    15. Issue: Slow backup to and from NAS

    Possible causes: backup of large amount of files in files/folders backup mode, constant changes in backup source, environment restrictions

    Actions: if you are backing up files and folders (as opposed to disks/partitions), make sure that they are not being accessed or (worse) modified by other programs. When backing up from NAS, Acronis True Image 2016 builds a list of data to copy and monitors changes in that list. In order to exclude other software factor at all you can start Acronis True Image 2016 from a bootable media and see if backup runs faster that way, when no other program is accessing involved files.

    Some NAS models have their own backup software that runs directly on NAS and may slow down Acronis backup from NAS. Disable such software or make sure it runs backups in a different time slot.

    Often the bottle neck are storage devices which copy and write large amount of small files much slower than a few big files of the same total size. It is a peculiarity of how storage devices work. Consider using partition or disk-level backup instead. For that, either select source partition/disk entirely or put source files/folders on a separate partition. This would allow the program to access source data at block level which works no matter how many files are in source selection and regardless of whether they are locked/in use or not.

    Start copying the same set of files and folders by using Windows Explorer. If you expect your connection to be 1 (or 10) Gbps, but Acronis looks to be using 100 Mbps, copying files trough Windows Explorer will allow to see whether the problem is in Acronis or in the network setup. Make sure that all these components support 1 (or 10) Gbps speed: PC`s network card, cable from PC to router, router, cable from router to NAS, NAS`s network card, NAS firmware. Make sure that NAS` disks/RAID are fast enough.

    If you have QNAP NAS, follow https://www.qnap.com/i/en/tutorial/con_show.php?op=showone&cid=184 to enhance Ethernet networking throughput and take full advantage of gigabit connection and SMB3 protocol. If you have followed instructions, but still see 100 Mbps or lower speed, see what version of SMB protocol is really used during backup. For that start collecting Wireshark log before backup begins, capture the beginning of backup process and look at "Dialect" parameter in the collected log: