Symptoms
Backup or a different operation (replication, recovery, etc) fails with the following error:
The archive is invalid or its type is unsupported
Example of full error log:
| error 0x4001fb: Failed to open the backup archive by the ID.
| line: 0xa1d3981537c68833
| file: e:\235\enterprise\backup\impl\location_impl.cpp:821
| function: Backup::Impl::OpenArchiveById
| id: AcronisBackup.TIB
| $module: disk_bundle_vsa64_10330
|
| error 0x400355: Failed to open archive 'AcronisBackup.TIB'.
| line: 0x6a1198d1b8be2c36
| file: e:\235\enterprise\backup\impl\archive_data_creator.cpp:242
| function: `anonymous-namespace'::OpenArchive
| $module: disk_bundle_vsa64_10330
|
| error 0x400001: The archive is invalid or its type is unsupported.
| line: 0x98130db273d2482
| file: e:\235\enterprise\backup\archivers\is\archive.cpp:153
| function: Backup::ISArchive::Open
| $module: disk_bundle_vsa64_10330
Cause
There are several possible causes for this error: either archive metadata is missing or damaged, or the backup archive itself is corrupted.
Solution
First, check if archive metadata is missing or damaged. Solution depends on what type of backup format you use:
If you use Version 11 backup format: click to expand
The issue can be caused by a lost or corrupted .xml metadata file. Check if meta file (a xml file) is present in the backup location. If there are no such files or you suspect that they can be damaged, recreate the file.
To get a new metadata file for archive, use one of the following workarounds:
Refresh the affected vault: open Cyber Protection console, navigate to Backups - select affected storage - select affected backup - click on Show backups and then on Refresh icon.
Using Acronis Command Line Utility (installed by default with Agent for Windows, Agent for Linux, or Agent for Mac), run a command to list information about archives in the backup location. Running list backups command will automatically recreate metadata file:
Metadata file should always be kept when you copy or move backups to a different location.
If you deleted the archive that is mentioned in the error message, follow the steps below:
Find the appropriate .xml file in the backup storage location, and then save a copy of this file to some other location.
In the original folder, open the .xml file in a text editor. Find the entry about deleted backup archive, e.g. 'AcronisBackup-Vol_2018_11_04_23_06_20_926D2.TIB'. Remove this part from the .xml: it starts with <metainfo id= and ends with </metainfo> . Save changes to the file.
Refresh the affected vault: open Cyber Protection console, navigate to Backups - select affected storage - select affected backup - click on Show backups and then on Refresh .
If you use Version 12 backup format: click to expand
Meta information of the backup archive is stored in the first archive's slice. Check if the first slice is available on storage.
E.g. a complete set of archive volumes looks like this
[Machine Name]-[Plan ID]-[Unique ID]A.tibx
[Machine Name]-[Plan ID]-[Unique ID]A-0001.tibx
[Machine Name]-[Plan ID]-[Unique ID]A-0002.tibx
[Machine Name]-[Plan ID]-[Unique ID]A-0003.tibx ...
If the file [Machine Name]-[Plan ID]-[Unique ID]A.tibx is not present in backup location, and you deleted or moved it, restore it back to the backup location.
If restore is not possible, re-create the first slice manually:
(!) This workaround only works for non-encrypted archives.
Create a new empty .txt file in the backup location
Change the name of this file to the name of the missing initial backup volume, e.g. [Machine Name]-[Plan ID]-[Unique ID]A.tibx
Before
After
If the first slice or xml meta file is available on storage, but backup still fails with the same error message, validate the archive.
Both Version 11 and Version 12 backup format:
Validate the archive: see product documentation for instructions.
If result of validation reports that archive is corrupted, follow the steps below to pinpoint the cause of corruption:
Troubleshooting
Test the memory on the Agent and on machine with Acronis Storage Node if it is used. See Testing Computer Memory . If memtest reveals any errors with RAM, the backup corruption is due to hardware problems and RAM should be replaced to solve the issue.
If memtest did not reveal any errors with RAM, and backup is not stored on the internal disk, reattempt the same backup and the same operation on internal disk and check if the issue reproduces. If backup on internal drive does not produce such error, then the data gets corrupt during transfer to external location. Depending on the backup destination, the corruption may be caused by network problems, disk errors on destination, hardware problems with destination, obsolete drivers etc
If the error reproduces when saving backup to internal drive, then the issue requires investigation. Collect the diagnostic information described below and contact Acronis Support
Collect information in case of backup corruption: click to expand
1. Validate the affected backup archive using Acronis command line utility and collect the log of the validation operation using --log parameter
2. Сollect system information from the agent machine.
Acronis Cyber Backup 12.5: see this article
Acronis Cyber Protect Cloud: see this article
3. If backup destination is Acronis Cloud Storage, also collect Acronis cloud certificate
See also Troubleshooting Issues with Corrupt Backups
Collect information
If the issue is not due to metadata corruption and validation finishes without any errors, but the issue persists, collect the following diagnostic information and contact Acronis Support with reference to this article:
Collect Process Monitor Log while reproducing the issue
Acronis System information from the affected machine