Backup fails to complete - Backup Status page continually reports 95% estimated completion


A backup fails to complete - Backup Status page continues to report 95% estimated completion long after expected completion time.


The problem may be caused by any of the following conditions: -

  • Acronis backup job has hung/stalled
  • Acronis backup job is taking longer than usual due to performance bottleneck (e.g. slow disk or network connection)
  • Kaseya failed to detect completion of Acronis process


Use the following steps to troubleshoot the issue: -

1) check if acrocmd.exe process is running on the Backup agent machine

2) capture the Acronis log from the Kaseya agent working directory (by default, c:\kworking): -

  • volBackupLog.XML for volume backups
  • folderBackupLog.XML for folder backups

3) open the XML file using a text editor (e.g. notepad++) - scroll to the bottom and check the progress.

Depending, on the log content, proceed as follows: -

The log is still reporting progress

The backup is still running, but there may be a performance bottleneck. Check for the following: -

  • low system resource (e.g. RAM / CPU) on Backup agent machine
  • test performance of source and destination disks, check for excessive disk queueing
  • if Image Location is a network share, test performance of network link between source and destination machines

The job is not complete, but there is no progress update for the several hours

A dependent Acronis process may have crashed. Proceed as follows: -

  • kill acrocmd.exe process using Task Manager
  • wait for Kaseya to report the backup as "failed"
  • start a new backup
  • if the problem persists, reboot the agent machine and try again
  • if the problem still persists, contact Kaseya Support for further troubleshooting steps

Applies to

Kaseya VSA (Backup module) - v6.5 and later

Acronis Backup v11.x

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