58859: Acronis True Image: Backup Fails with "Cannot open a backup on an encrypted volume" or "The backup location was not found on the destination drive"

Symptoms

Backup fails with one of these errors:

The backup location was not found on the destination drive. Make sure the correct storage device is connected to the computer.

or

Cannot open a backup on an encrypted volume. Unlock the volume or turn off BitLocker, and then try again.

Cause

You have encrypted the volume where backups are stored, or it is not accessible anymore.

Solution 1

Acronis True Image cannot back up to a locked volume encrypted by BitLocker. Unlock the volume or select another destination.

Solution 2

If the destination volume is not encrypted by BitLocker (or is encrypted, but is unlocked), check whether the backup destination is accessible:

  1. If you are backing up to an external drive, make sure it is connected to your computer.
  2. If you are backing up to a network share, make sure you can connect to this share.
  3. Make sure the previous backups are present in the location.

In logs, you can check which version Acronis True Image is looking for:

  1. Locate the log file for the failed backup as described in this article. You need a service_yyyy-mm-dd-hh-mm-ss.log file
  2. Open the file and look for messages like:
    Cannot access the path: <drive>\<folder>\<backup>_full_b1_s1_v1.tib
     
    For example:
    Cannot access the path: D:\MyBackups\Backup_full_b1_s1_v1.tib
  3. Check whether the file specified in the error message exists in the respective location. In the example above it should have been checked for Backup_full_b1_s1_v1.tib in D:\MyBackups

For assistance, collect System Report and contact Acronis Customer Central.

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