59051: Acronis True Image 2017: Connection to NAS fails with errors "Connection failed", "Failed to check credentials", "Cannot find files and folders".

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Operating Systems:

    Symptoms

    You have mapped a folder on NAS as a network drive in Windows Explorer. You are able to copy files back and forth to the NAS in Windows Explorer successfully.

    However, when using Acronis True Image 2017 build 5554 you may observe the following errors:

    • Error "Connection failed" when trying to configure a new backup task to/from a NAS or edit a previously created backup plan
    • Error "Failed to check credentials" when trying to run a previously configured backup to a NAS
    • Error "Cannot find files and folders" when running a previously configured backup of files from a NAS to some other location

    Cause

    Limitation of Microsoft Windows NT-based operating systems. See these Microsoft articles for the detailed explanation:

    https://support.microsoft.com/en-us/kb/173199

    https://support.microsoft.com/en-us/kb/106211

    https://support.microsoft.com/en-us/kb/938120

    Build 5534 of Acronis True Image and older versions used a workaround for this limitation, but we had to abandon it in the build 5554 due to a number of negative side effects it caused.

    Resolution

    Product behaviour has been reworked; Acronis True Image New Generation and Acronis True Image 2017 Update 2 contain fixes for the issue. Update Acronis True Image to the latest build available.

     

    Should you still encounter this error, use the following solutions:

    Method 1 - Use IP-address of the NAS.

    Do either of the following:

    Access the NAS in Acronis True Image by typing \\ followed by NAS` IP-address in the address bar of "Browse" dialog. Press Enter, enter credentials and select the desired folder on the NAS in the folder tree. Note that for automatically detected NAS devices Acronis True Image displays their IP-address below their name, but you should not click on the automatically detected NAS. You need to enter "Browse" dialog, type \\ and the IP-address manually in the address bar and press Enter to browse the NAS.

    or

    Disconnect your network drives that point to the NAS in Windows Explorer and map them back using your NAS` IP-address instead of NAS` name. Restart Workstation service in Windows Services (Start - Run - services.msc). Now you should be able to access the NAS in Acronis True Image normally by selecting it from Network group or under "My NAS connections", the way it worked in the build 5534 and earlier versions of the software.

    If the issue persists, use the next method, described below.

    Method 2 - Create an alias name for the NAS.

    Edit the file C:\Windows\System32\drivers\etc\hosts in Notepad and add the following line:

    <IP-address of the NAS> <an alias name for the NAS>

    Example:

    192.168.0.20 Backup_NAS

    192.168.0.20 here is the actual IP-address of the NAS, and Backup_NAS - is a new alias for accessing the NAS in addition to already existing NAS`s name. Replace Backup_NAS with any name you like, except the current NAS` name, your Windows PC`s machine name and the names of other storage devices in your network. The alias name should be unique in your network.

    After saving the changes to the file C:\Windows\System32\drivers\etc\hosts, launch Acronis True Image, open Browse dialog and type \\ followed by the new alias, e.g.: \\Backup_NAS, then press Enter. Provide NAS credentials, if asked.

    You should be able to create backups to and from the NAS successfully by using its new alias.

    Note: if you are getting an error when trying to save the changes to the file "hosts", then first save its new version to your Desktop folder and then move it back to C:\Windows\System32\drivers\etc, replacing the original version. When saving the file, choose "All files (*.*)" and remove .txt extension in the "Save as" dialog. File "hosts" must not have any file extension.

    More information

    If the issue persists, please collect Wireshark log, system report with debug logs and contact Acronis Customer Central.

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