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Troubleshooting backup failure - Connect IT Community | Kaseya
<main> <article class="userContent"> <p> </p> <div>KKB000839</div> <div> </div> <div></div> <div> SYMPTOM<br><br>Backup fails</div> <p> </p> <p>CAUSE</p> <p>There are many possible causes, including: -</p> <div> <ul><li>disk error/corruption on the source machine</li> <li>error writing to image location (such as network fault or folder permission problem)</li> <li>Acronis or Kaseya software fault</li> <li>Microsoft VSS (volume shadow copy services) fault</li> </ul><div> <br><br>To isolate the exact cause and find a solution, complete the trouble-shooting steps below.</div> <div></div> <div></div> <div></div> <div></div> <div></div> <div></div> <div></div> <div></div> <div></div> <div>SOLUTION</div> <div> </div> <div> 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 </div> <div></div> <div>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 </div> <div></div> <div>3) go to Backup > Backup Logs function in Kaseya and click on the agent ID hyper-link to review the error description</div> <div><img src="https://us.v-cdn.net/6032361/uploads/migrated/FLYJX75SBECW/syjqwrrrzvfxzwxonelvkmoa-11hgb2mrxzqxdmirhx2jsnj4jxlzpmtsrzydamlbltph2hcel8lgweo2vctkgx-noqnf3ka-mwacesov1tfbcwx9k8." alt="" width="661px;" height="275px;" class="embedImage-img importedEmbed-img"></img></div> <div></div> <div></div> <div></div> <div>4) search the <a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/categories/20126283-Backup">Kaseya Knowledgebase (KKB)</a> for the error description</div> <div><img src="https://us.v-cdn.net/6032361/uploads/migrated/OXMUZLN0RSKQ/xhiukj8tqvu5kyiixnbmoal8elvxzznbig-0kwl5jllm2pht7ffmkbqpux1pilsaj5hb0hvdqjro4exoimzpy7yqvm4absgkqtqbem823ffuottt0ew." alt="" width="590px;" height="311px;" class="embedImage-img importedEmbed-img"></img></div> <div></div> <div></div> <div></div> <div>5) if you find a KB article specific to the error, review that article for further troubleshooting steps</div> <div> <br>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 </div> <div><img src="https://us.v-cdn.net/6032361/uploads/migrated/4FP350LLNLVJ/ej6u1zokwozfvwxr5zdz45e0c3hakbmzjvejfeqxigyckqqrqoewla0om51ytvukorbx9hacdw5p7mltubpybhvjkm9cwzz5cbukby7ood5zorxrtdw." alt="" width="603px;" height="224px;" class="embedImage-img importedEmbed-img"></img></div> <div></div> <div></div> <div>7) review the Acronis log and look for any errors or warnings such as in this sample: -<img src="https://us.v-cdn.net/6032361/uploads/migrated/FECOTVD8ELAO/wplapumrsnhx6hm3txlx6iehi5vxbobecftk2nlhjy7xslwpgxl9dkcictvykxiorq4lp-b12ms3que-7fg1rfntqhmb8aebcte6fdpi3hlu8epeuaw." alt="" width="668px;" height="87px;" class="embedImage-img importedEmbed-img"></img></div> <div></div> <div>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</div> <div> <br>9) search KKB for any errors found in the Acronis log or Windows event logs</div> <div></div> <div></div> <div>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: -</div> <div> 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</div> <div> 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</div> <div> c) if Volume backups are failing, test both partition and disk-based backups (!) go to Backup > Schedule Volumes function to change disk/volume selection </div> <div> d) if the backup selection includes more than one disk or volume, test backup of each disk/partition individually</div> <div> e) if Folder backups are failing, test backing up a different folder selection (!) go to Configure > Folder Backup to change the path </div> <div> f) test with and without VSS enabled (!) change this using Schedule Volumes or Schedule Folders function </div> <div>Depending on the results of these tests, take the following steps: -</div> <div> <br>11) if the failure is specific to a network-based Image Location: -</div> <div>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 </div> <div>b) check network adapter drivers are up-to-date on the source machine and the server or NAS device hosting the file share<br>c) ensure OS/firmware is up-to-date on fie server / NAS device hosting the LAN share<br>d) test the backup without any on-access AV software running on the server hosting the LAN share<br>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 -<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<br>f) to further isolate the issue, test backing up to a network location on a different file server / NAS device</div> <div></div> <div></div> <div></div> <div></div> <div>12) if the failure is specific to Image Location on a locally attached drive: -</div> <div>a) run Windows checkdisk utility with repair option (chkdisk DISK: /r) on the Image Location drive<br>b) test the drive for any hardware issues (refer to drive manufacturer for details)<br>c) if necessary, replace the drive permanently</div> <div>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</div> </div> <div> <br>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 </div> <div></div> <div> <br>FURTHER INVESTIGATION </div> <p>If the issue is unresolved, please submit the following information to Kaseya Support: -</p> <div>1) screenshot from Backup > Backup Logs function showing the failed backup(s)</div> <div> <br>2) Acronis log (if created, as per step 6 above)</div> <div> <br>3) <a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/entries/32393263-How-do-I-run-the-Acronis-Info-Report-Utility-">Acronis Info</a> report tool output (AcronisInfo.zip)</div> <div> <br>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 </div> <div> <br>5) reference to any other KKB articles found</div> <div> <br>6) details and outcome of troubleshooting steps 10-13 above</div> <div> <br><br>APPLIES TO<br><br>Kaseya Backup (all versions)</div> <p> </p> </article> </main>