I’ve searched around the web a bit but haven’t found much direction regarding this issue. It turns out my Safepoint backups have not been running correctly for a couple of months. The first thing I did was check the logs and I get:
5 - There was an error updating your safepoint Backups on the Seagate_Expansion_Drive share on NetworkStorage.
Monday, October 13, 2014 3:00:21 AM Code 1102
So next, I ssh’ed into my NAS and checked /var/wdnas.log:
sh: line 1: 20956 Aborted rsync -rtDviH --delete --stats --dry-run "/DataVolume/shares/" "/var/media/Seagate_Expansion_Drive//_WDPROT/WDSAFE/Backups/shares" 2> /dev/null
Oct 26 00:00:38 NetworkStorage logger: ERROR: CopyHandler(262): Failed to obtain the total size & no of files
Oct 26 00:00:38 NetworkStorage logger: ERROR: CopyHandler(287): Failed Copy Dryrun from '/DataVolume/shares' to '/var/media/Seagate_Expansion_Drive//_WDPROT/WDSAFE/Backups/shares'
Oct 26 00:00:38 NetworkStorage logger: ERROR: SafeptRunHandler(999): 223114021571771125235940015267139840576: Failed to complete Safe-Point Pre-Run
Oct 26 00:00:38 NetworkStorage logger: ERROR: SafeptRunHandler(352): 223114021571771125235940015267139840576: Safe-Point Run Failed
Oct 26 00:00:43 NetworkStorage logger: ERROR: safeptExec(1036): OUTPUT Status: FAILED; Failed to obtain the total size & no of files
Status: FAILED; Failed to obtain the total size & no of files
Finally, I ran the rsync command myself and dumped the full log to a new file. This one is long so I only included the last few lines leading up to the error:
Yeah, it’s basically dumping the iTunes album artwork cache. Until about August, I was having no issues whatsoever and my Safepoints were updating perfectly every night. Any ideas?
Welcome to the Community. What has changed since the last successful backup? Is your firmware revision the same? Did your network configuration change? What happens if you try to create a new Safepoint?
Well, there’s the odd thing… and this is pretty much my own fault. I had my notification level set to “All” because when I first bought the NAS last year, I wanted the reassurance that everything was working properly with my backups. Somewhere along the way I started just automatically deleting the emails each morning.
So, at some undefined point (but I’ve got logs proving it was as far back as July, at least)… the problem started. I have my device set to automatically update its firmware, so I know at the very least I’ve had the issue on both the July and September updates. (04.00.00-607 and 04.00.01-623). I can’t prove I’ve had the issue on any other versions.
What’s changed? Other than the files stored on the NAS, nothing. I’ve added some music, some videos, and some pictures, but all of them were added to existing libraries and folder structures (new music added to iTunes or new episodes of TV shows for example). I didn’t re-work the folder structures to reorganize my digital life or anything.
My network configuration has not changed. The NAS has consistently held a DHCP reservation of 192.168.1.80 in my LAN, which runs off an Asus RT-16N running AsusWRT-Merlin. Also, I’m backing the NAS up to an attached 3TB USB drive, not over the network.
I just tried to create a new safepoint:
Your safepoint cannot be created due to a failed request. Please try creating your safepoint again. (36123)
And the logs:
sh: line 1: 3903 Segmentation fault rsync -rtDviH --delete --stats --dry-run "/DataVolume/shares/" "/var/media/Seagate_Expansion_Drive//_WDPROT/WDSAFE/NewBackup/shares" 2> /dev/null
Oct 26 11:37:36 NetworkStorage logger: ERROR: CopyHandler(262): Failed to obtain the total size & no of files
Oct 26 11:37:36 NetworkStorage logger: ERROR: CopyHandler(287): Failed Copy Dryrun from '/DataVolume/shares' to '/var/media/Seagate_Expansion_Drive//_WDPROT/WDSAFE/NewBackup/shares'
Oct 26 11:37:36 NetworkStorage logger: ERROR: SafeptRunHandler(999): 91819125739823979672866351894964759104: Failed to complete Safe-Point Pre-Run
Oct 26 11:37:39 NetworkStorage logger: ERROR: safeptExec(1036): OUTPUT Status: BUSY; Failed to lock Safe-Point Manager
Oct 26 11:37:39 NetworkStorage logger: ERROR: SafeptRunHandler(352): 91819125739823979672866351894964759104: Safe-Point Run Failed
Oct 26 11:37:51 NetworkStorage logger: ERROR: safeptExec(1036): OUTPUT Status: FAILED; Failed to obtain the total size & no of files
Status: FAILED; Failed to obtain the total size & no of files
Oct 26 11:38:54 NetworkStorage logger: ERROR: SafeptActionScheduler(212): Schedule not found for action 'update' on handle '58080458601133133084258145029070809664'
Oct 26 11:38:54 NetworkStorage logger: ERROR: SafeptActionScheduler(255): Schedule Get Failed for action update on handle 58080458601133133084258145029070809664
Oct 26 11:38:54 NetworkStorage logger: ERROR: safeptExec(1036): OUTPUT Status: NOTFOUND; Schedule not found for action 'update' on handle '58080458601133133084258145029070809664'
Oct 26 11:48:46 NetworkStorage logger: ERROR: SafeptRunHandler(1845): 58080458601133133084258145029070809664: Cannot get permissions for '/DataVolume/shares/Public/Shared Documents/.BIN/'
Oct 26 11:48:47 NetworkStorage logger: ERROR: SafeptRunHandler(1845): 58080458601133133084258145029070809664: Cannot get permissions for '/DataVolume/shares/Public/Shared Documents/.BIN/desktop.ini'
Oct 26 11:48:50 NetworkStorage logger: ERROR: SafeptRunHandler(1845): 58080458601133133084258145029070809664: Cannot get permissions for '/DataVolume/shares/Public/Shared Downloads/.BIN/'
Oct 26 11:48:50 NetworkStorage logger: ERROR: SafeptRunHandler(1845): 58080458601133133084258145029070809664: Cannot get permissions for '/DataVolume/shares/Public/Shared Downloads/.BIN/desktop.ini'
Oct 26 11:51:20 NetworkStorage logger: ERROR: CopyHandler(501): Failed to complete rsync command to copy data - rsync failed with error, 12
Oct 26 11:51:20 NetworkStorage logger: ERROR: CopyHandler(531): Failed to copy data from /DataVolume/shares to /var/media/Seagate_Expansion_Drive//_WDPROT/WDSAFE/NewBackup/shares
Oct 26 11:51:20 NetworkStorage logger: ERROR: SafeptRunHandler(1350): 58080458601133133084258145029070809664: Failed to process shares to Safe-Point
Oct 26 11:51:20 NetworkStorage logger: ERROR: SafeptRunHandler(352): 58080458601133133084258145029070809664: Safe-Point Run Failed
Oct 26 11:51:27 NetworkStorage logger: ERROR: safeptExec(1036): OUTPUT Status: FAILED; Failed to complete rsync command to copy data - rsync failed with error, 12
Status: FAILED; Failed to complete rsync command to copy data - rsync failed with error, 12
I have cured my symptoms, but in the process I have uncovered a bug in the 4.0 firmware. I followed this process, which I found elsewhere on the forum:
After “upgrading” (or so it thinks) to 03.04.01-230, my Safepoint started over but it worked. It’s still backing up which is MUCH further than it got before.
My conclusion is that there is a bug affecting Safepoints in both the 04.00.00-607 and 04.00.01-623 firmwares. My immediate need appears to be resolved - I’ll know for sure in a couple of days (!) when my Safepoint finishes its “initial” backup.
Is there a fix to this problem available by now? I have firmware v04.01.01-413, but setpoint did NOT finish one single backup yet.
I use an external HDD on the USB port, which I can access through the MyCloud without problems - but setpoint is locking with error message 36323 (or sometimes 36123).
Just got a 2TB drive over the weekend. Loaded it up with 600GB of data. Now trying to back it up to my old MyBookLive. Always unsuccessful when creating SafePoints. Hopefully a FW update comes out soon. I’m also running the 417 firmware.
I’m going to try dropping back FW versions as mentioned earlier. That may work, but it’s certainly not a long term solution.
I just bought a 2TB MyCloud last week and transferred all my data over to it via ethernet cable, also updated to the latest firmware.
Attached a brand new 2TB USB drive to it today (NTFS formatted) and attempted to create a safepoint.
It starts the process but just transfers somewhere between 100 and 200MB before just stopping and giving up with no warning. Sometimes there is an error message and sometimes not.
Really annoyed that the MylCloud simply does not work as advertised - seriously thinking of returning it to Amazon.
Whats the use of a fancy USB3 port if you can’t actually use it for backing up your data?
Are the any actual solutions to this problem or is it truly just a product that doesn’t work?
As it stands at the minute the MyCloud is saying “Currently copying” but the light on the USB drive doesn’t indicate any activity.
While my problem is also not yet solved, I have made some trials with my MyCloud and the SafePoint function - trial and error, many times. I started with some (few) files and directories, and the SafePoint run well. Then I added ever more data and directories, until the error occurred. With this method of testing I’ve found something interesting:
The error with SafePoint (msg 36123 and msg 36323) will happen with files from a FireBird backup (this is a mail client, that some of my users are running). As soon as I deleted the FireBird-backups from MyCloud, the SafePoint was running successful. Adding the FireBird-files again on the MyCloud, the errors were back.
Furthermore, I’ve found out that FireBird is using an open-source database - which maybe has not the needed (nor proper) certificates for the SafePoint transfer.
I’ve already forwarded my findings to the WD Support (German), and they promised to have a look into this … we will see.
Conclusion: My SafePoint works fine, as long as there are NO files from the FireBird mail client on the MyCloud …
I doubt it is FireBird. On my MyCloud I could not get safepoint to work with firmware 4.x. All I have on mine is video files, pictures and music. I’v read other posts where people suggest having $ in the filename causes the failure or other types of files. The commonality is version 4.x firmware.
I rolled back to version 3.x firmware and everything now works fine except wd2go access.
I am a firm believer that the root cause with the safepoint failure is in the version 4.x firmware.
We know that there was a substantial change in the 4.x firmware, that is 64k sized memory pages. In my case, everything had been working just find and then I upgraded to 4.x and things went down hill from there. Safepoints failed to complete which is the #1 reason why I have the WDMyCloud.
With a bit of investigation by enabling SSH and logging in as root, looking at /var/log/messages or executing the command ‘dmesg | more’ showed that rsync would crash with an OOM (out of memory) error. I also notice that performance was terrible with 4.x and executing the ‘top’ program showed that during the safepoint backup process, there was nearly 200 MB of swapfile in use.
Here is my conclusion from this investigation, there is something about 64k memory pages that allocates more memory than in the previous firmware 3.x with 4k memory pages. Backing up a large number of files demonstrates this issue. So, the bottomline is the product design is faulty because 256 MB of memory is insufficient for the 4.x firmware. Perhaps one could say the “the product” which includes both HW & SW is defective.
Rolling back to firmware 3 has made the Safepoint 100% reliable. Yes, the number of files is exactly the same because I rebuilt the MyCloud archive after manually backing it up to an external disk. Unfortuanely, my warranty is void because I used the procedure that required me to open the WDMyCloud and remove the disk.
I will not upgrade to Firmware 4.x until I hear something in the release notes that addresses the OOM issues.
