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Verify or recovery of backup fails - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="problem">Problem</h3> <ul><li>a backup cannot be verified (where verify option enabled in backup schedule or attempted using <em>Verify Images</em> page)</li> <li>errors encountered when trying to recover from backups</li> </ul><h3 data-id="cause">Cause</h3> <p>There are several possible causes: -</p> <ul><li>an individual backup image file was deleted from the image location, or file level corruption occurred some time after the backup</li> <li>backups may be created in a corrupt state due to problem with backup Image Location (for example, disk error or unstable network connection)</li> <li>the backup is not corrupt, but a read IO error occurs during the verify or recovery process</li> <li>a system resource issue in Windows may cause verify/recovery process to fail</li> </ul><h3 data-id="solution">Solution</h3> <p>Perform the following steps to isolate the problem: -</p> <p>1) attempt to verify the backup again using <em>Verify Images</em> page in Kaseya UI, in case there was a temporary problem with access to the image location</p> <p>2) if the problem occurs only in the current backup set, force a new full backup by re-applying the <em>Image Password</em> on the affected backup agent</p> <p>- password does not need to be changed, just reapplying the same password again will force the next backup to be <em>non-synthetic full backup</em><br></p> <p>3) if the problem still persists in the new set, copy the whole of the current backup set to another location. If the image location is a LAN share, copy to a locally attached drive. Attempt to verify from that location using the <em>Kaseya Backup Local UI</em> or <em>Acronis Management Console</em> ("validate" function). If this is successful, there is <em>a read IO problem affecting the original image location</em></p> <p> </p> <p>4) if the problem still persists after copying the set, create a new backup directly in that location and test if this can be verified. If this is successful, <em>there is a disk error or network problem causing corruption of backups created in the original image location</em></p> <p>If backups created in multiple locations cannot be verified: -</p> <p>5) attempt to verify the backup from a different backup agent machine</p> <p>6) boot from the Acronis "Universal Restore" CD and test the following: -</p> <p>- "validate" existing backups.<em> If successful, there is a problem in Windows affecting the verify/recovery process.</em></p> <p>- take a new backup from the boot CD, and check if that can be validated.<em> If successful, there is a problem in Windows causing backup to be created in corrupt state.</em></p> <p><em>If backups created from the recovery CD cannot be verified, there may be a hardware fault.</em></p> <p> </p> <h4 data-id="if-the-problem-is-specific-to-a-network-based-image-location">If the problem is specific to a network-based Image Location: -</h4> <div></div> <div> <ul><li>check network adapter drivers are up-to-date on the source machine and the server or NAS device hosting the file share</li> <li>ensure OS/firmware is up-to-date on file server / NAS device hosting the LAN share</li> <li>test the backup without any on-access AV software running on the server hosting the LAN share</li> <li> if the LAN share is on a computer 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 -<a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fsupport.microsoft.com%2Fkb%2F314882"> </a><a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fsupport.microsoft.com%2Fkb%2F314882">http://support.microsoft.com/kb/314882</a> (!) we do not recommend using a workstation OS or “workstation class” hardware as the image location for large or multiple backups </li> <li>to further isolate the issue, test backing up to a network location on a different file server / NAS device</li> </ul></div> <div></div> <div> <div> <h4 data-id="if-the-problem-is-specific-to-image-location-on-a-locally-attached-drive">If the problem is specific to Image Location on a locally attached drive: -</h4> </div> <div> <ul><li> run Windows checkdisk utility with repair option (chkdisk DISK: /r) on the Image Location drive</li> <li> test the drive for any hardware issues (refer to drive manufacturer for details)</li> <li> if necessary, replace the drive permanently</li> </ul></div> <div></div> <h4 data-id="if-the-problem-occurs-with-multiple-image-locations-but-only-from-windows-not-the-acronis-boot-able-media">If the problem occurs with multiple image locations but only from Windows (not the Acronis boot-able media): -</h4> <div> <ul><li>disable AV software</li> <li>monitor for any system resource issues during verify/recovery process (e.g. low available RAM)</li> </ul><p> </p> <h4 data-id="if-the-problem-occurs-with-multiple-image-locations-from-acronis-boot-able-media-as-well-as-windows">If the problem occurs with multiple image locations from Acronis boot-able media as well as Windows: -</h4> <ul><li>test memory - <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkb.acronis.com%2Fcontent%2F1669">https://kb.acronis.com/content/1669</a></li> <li>re-test using Acronis boot media on a different computer</li> </ul><p> </p> <h3 data-id="further-investigation">Further investigation</h3> <p>If the problem cannot be resolved using the steps above, please provide Kaseya support with the following information: -</p> <ul><li>logs from failed recovery and/or verify process</li> <li>screenshots of any on-screen error messages</li> <li>results of test steps described above</li> <li> <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fkb%2Fw%2Fwiki%2Fhow-do-i-run-the-acronis-info-report-utility.aspx">Acronis Info</a> report tool output (AcronisInfo.zip) from backup agent (if restore / verify is attempted from a different machine, provide the report from that machine too)</li> </ul><h3 data-id="applies-to">Applies to</h3> <p>Kaseya VSA (Backup module) - all versions</p> </div> </div> </article> </main>