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Troubleshooting backup failure

 

KKB000839
 
SYMPTOM

Backup fails

 

CAUSE

There are many possible causes, including: -

  • disk error/corruption on the source machine
  • error writing to image location (such as network fault or folder permission problem)
  • Acronis or Kaseya software fault
  • Microsoft VSS (volume shadow copy services) fault


To isolate the exact cause and find a solution, complete the trouble-shooting steps below.
SOLUTION
 
1) ensure the Backup client has the latest Acronis build (!) latest and current version is reported on the Configure > Install/Remove page, and the client can be updated from here
2) ensure there is no 3rd party backup program which conflicts with Acronis (!) a warning will be displayed on the Backup > Backup Status page if a conflict application is found in the Kaseya audit results
3) go to Backup > Backup Logs function in Kaseya and click on the agent ID hyper-link to review the error description
4) search the Kaseya Knowledgebase (KKB) for the error description
5) if you find a KB article specific to the error, review that article for further troubleshooting steps

6) if no information is found, go to Backup > Backup Sets function and click on the machine ID hyper-link. If the “failed” status in the Result Column is a hyper-link, click here to access the Acronis process log. (!) if there is no hyper-link, this means that Acronis did not create a log because it crashed or was unable to start
7) review the Acronis log and look for any errors or warnings such as in this sample: -
8) review the Windows event logs (application and system) for any errors or warnings related to Acronis software or Microsoft VSS (volume shadow-copy services) at the time of the failed backup

9) search KKB for any errors found in the Acronis log or Windows event logs
10) if you still do not find a solution, it will be necessary to perform some test backups to isolate the cause of the problem: -
a) if the Image Location is a network path, attempt backup to a locally attached drive (fixed or removable) to rule out any issues with the network or server/storage device
b) if the Image Location is a locally attached drive, attempt backup to a different locally attached drive to rule out any issue with the disk
c) if Volume backups are failing, test both partition and disk-based backups (!) go to Backup > Schedule Volumes function to change disk/volume selection
d) if the backup selection includes more than one disk or volume, test backup of each disk/partition individually
e) if Folder backups are failing, test backing up a different folder selection (!) go to Configure > Folder Backup to change the path
f) test with and without VSS enabled (!) change this using Schedule Volumes or Schedule Folders function
Depending on the results of these tests, take the following steps: -

11) if the failure is specific to a network-based Image Location: -
a) ensure “agent credential” user account has read-write permission to the image location share (!) to test this, log onto Windows as the same account and attempt to create a file using Windows Explorer
b) check network adapter drivers are up-to-date on the source machine and the server or NAS device hosting the file share
c) ensure OS/firmware is up-to-date on fie server / NAS device hosting the LAN share
d) test the backup without any on-access AV software running on the server hosting the LAN share
e) if the LAN share is on a coputer running a Windows desktop OS (such as Windows XP or Windows 7), the problem may be caused by the concurrent connection limitations of this operating system. Try changing the auto-disconnect timeout as described here - http://support.microsoft.com/kb/314882 (!) we do not recommend using a workstation OS or “workstation class” hardware as the image location for large or multiple backups
f) to further isolate the issue, test backing up to a network location on a different file server / NAS device
12) if the failure is specific to Image Location on a locally attached drive: -
a) run Windows checkdisk utility with repair option (chkdisk DISK: /r) on the Image Location drive
b) test the drive for any hardware issues (refer to drive manufacturer for details)
c) if necessary, replace the drive permanently
d) if the failure is specific to the data being backed up (disk or folder selection), run Windows checkdisk utility with repair option (chkdisk DISK: /r) on the source drive

13) if the failure is specific to the data being backed up (disk or folder selection), run Windows checkdisk utility with repair option (chkdisk DISK: /r) on the source drive

FURTHER INVESTIGATION

If the issue is unresolved, please submit the following information to Kaseya Support: -

1) screenshot from Backup > Backup Logs function showing the failed backup(s)

2) Acronis log (if created, as per step 6 above)

3) Acronis Info report tool output (AcronisInfo.zip)

4) details of any errors or warnings found in the Acronis log and/or Windows event logs (!) the event logs are collected by the Acronis Info report tool, so no need to attach them seperately

5) reference to any other KKB articles found

6) details and outcome of troubleshooting steps 10-13 above


APPLIES TO

Kaseya Backup (all versions)

 

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