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Backup fails to complete - Backup Status page continually reports 95% estimated completion - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="problem">Problem</h3> <p>A backup fails to complete -<em> Backup Status</em> page continues to report 95% estimated completion long after expected completion time.</p> <h3 data-id="cause">Cause</h3> <p>The problem may be caused by any of the following conditions: -</p> <ul><li>Acronis backup job has hung/stalled</li> <li>Acronis backup job is taking longer than usual due to performance bottleneck (e.g. slow disk or network connection)</li> <li>Kaseya failed to detect completion of Acronis process</li> </ul><h3 data-id="solution">Solution</h3> <p>Use the following steps to troubleshoot the issue: -</p> <p>1) check if <em>acrocmd.exe</em> process is running on the Backup agent machine</p> <p>2) capture the Acronis log from the Kaseya <em>agent working directory</em> (by default, c:\kworking): -</p> <ul><li> <strong>volBackupLog.XML</strong> for volume backups</li> <li> <strong>folderBackupLog.XML</strong> for folder backups</li> </ul><p>3) open the XML file using a <em>text editor</em> (e.g. notepad++) - scroll to the bottom and check the progress.</p> <p>Depending, on the log content, proceed as follows: -</p> <h4 data-id="the-job-completed-whether-successful-or-failed">The job completed (whether successful or failed)</h4> <p>Kaseya failed to detect completion of Acronis process. Please refer to <a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/entries/105796846">this article</a> for more information.</p> <h4 data-id="the-log-is-still-reporting-progress">The log is still reporting progress</h4> <p>The backup is still running, but there may be a performance bottleneck. Check for the following: -</p> <ul><li>low system resource (e.g. RAM / CPU) on Backup agent machine</li> <li>test performance of source and destination disks, check for excessive disk queueing</li> <li>if Image Location is a network share, test performance of network link between source and destination machines</li> </ul><h4 data-id="there-is-a-cancel-retry-prompt-logged">There is a cancel/retry prompt logged</h4> <p>Refer to <a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/entries/71506486">this article</a> for next steps.</p> <h4 data-id="the-job-is-not-complete-but-there-is-no-progress-update-for-the-several-hours">The job is not complete, but there is no progress update for the several hours</h4> <p>A dependent Acronis process may have crashed. Proceed as follows: -</p> <ul><li>kill <em>acrocmd.exe</em> process using Task Manager</li> <li>wait for Kaseya to report the backup as "failed"</li> <li>start a new backup</li> <li>if the problem persists, reboot the agent machine and try again</li> <li>if the problem still persists, contact Kaseya Support for further troubleshooting steps</li> </ul><h3 data-id="applies-to">Applies to</h3> <p>Kaseya VSA (Backup module) - v6.5 and later</p> <p>Acronis Backup v11.x</p> </article> </main>