Tech support nightmare

I had 2 support cases which were forwarded to Tier 2. From there I never got an answer (Case 1 ´waiting since 4 weeks, Case 2 waiting since 9 days).

>Wiped HD's completely and recreated the RAID in exact same config and size. Now the boot disk will not see the TIB file located on the network share. If I go directly on the file server where the TIB file is located, it is there.

I've always had intermittent trouble with True Image and now B&R when it comes to browing the network from boot CD. Doing some trials on the very latest B&R on a three year old Dimension. We have three domains on our network - only one of them (the workgroup one) appears. If one happens to type in the \\myserver\myshare and put in a username and password, then fiddle around with opening and closing windows, the list of servers on the domain finally appears so one can select a network location to backup/restore.

Very frustrating!

Cheers, Rob.

Hello all!

Thank you for opening the thread and for your feedback - we do value it greatly.

Dear David, it is highly upsetting to hear about the situation you met with support, and I would like to help you with the issue you have faced. First of all I would appreciate if you could kindly provide me with the information regarding your support calls - I would like to forward it to the Management team, so that they could take an action of this...

Back to the case itself, there are 2 possible reasons for the issue: 

1. You were recovering onto the dissimilar hardware and didn't use/there was a glitch in Acronis Universal Restore
2. You were recovering the image containing the service partition.

In the first case I would advise you to note that should you recover onto another hardware you need to add the drivers. Please note that prior to restoring to new hardware you need also to contact the vendor of the RAID controller (or other mass storage device - e.g. SCSI disk controller) and request the latest drivers for this mass storage device.

Then please unpack them from the package they are sent to you, so that the drivers were in *.inf and *.oem format.

I would also advise you to take a look at this detailed Acronis Universal Restore Guide with the step-by-step screenshots - you may find it useful.

Should you recover the image onto the same hardware, I would advise you to make sure you are restoring without the service partition. We have an article describing the same issue, so I would appreciate if you could kindly take a look at it.

Dear David and Peter, I completely share your concern regarding the situation with the support cases, and I would be glad if you could kindly specify me the case numbers via PM, so that I could find it in our cases' base and make sure that they are handled in a proper way.

Dear Rob, thank you for the comment left. Actually this issue usually happens due to the lack of drivers in the Acronis Bootable Rescue Media, so first I would advise you to log into your account here and download the latest build of the Bootable Media as shown on the screenshot.
Please burn the ISO image using appropriate writing software such as Nero or Roxio Easy CD Creator which runs on your computer. This image is a full working copy of the boot disc for Acronis True Image. After you create a boot disc from the downloaded file, please check its functionality and inform us if there are any problems. We recommend you to refer to the following article if you are not familiar with ISO burning.

Should the issue persist, please kindly specify the path to the shared folder using full UNC path instead of the server name. It should look like

\\[ip-address]\[folder name]

Please kindly keep us posted regarding the case so that we could assist you further if needed.

I would also like to mention, that I completely understand your concerns regarding support. I would like to notify you that should you face an issue with the response time from the support person you are working with or from the second level of support, you can contact any Forum Moderator via PM with the case number - be sure that this information will be not only forwarded to the management team for them to take action for avoiding such situation in future, but also we will check the case's state, update you and make sure that it is handled it a proper way. From our end I would like to apologies for the inconvenience you have faced. We entirely understand that such incidents are not acceptable, and be sure we are doing our best to avoid it. Every comment and feedback regarding this issue will be highly appreciated.

Thank you for cooperation and patience.

these Acronis Boot CD's are problematic. I used the latest version B&R10 (11345) on a DELL PE1955 and it doesn't configure the network connection. So I have no network configuration at all. Luckily, I kept a copy of the previous version (11270??) and it booted fine with network. However, the 11345 BootCD worked fine in every other server I've tested so far. Well, this is just great to know that in a disaster recovery scenario, I wouldn't be able to boot from CD and recover my servers because it worked on most other servers so I would have been just happy to keep one copy of the Boot CD in my offsite storage. It's this INSTABILITY that make me lose any confidence in using the Acronis product.

>It's this INSTABILITY that make me lose any confidence in using the Acronis product.

I'm hoping that they do get the message on this. For a backup system, stability has to be at the TOP of their list. Stop re-arranging deskchairs on the Titantic (user interface change every version) and just get the basic product working again and we'll stop griping...

Cheers, Rob.

Spot on.

I used to think the world of Acronis' products, but lately (last year or so) I'm feeling burned and ashamed of my recommendations to my clients to purchase B&R.

ARE YOU LISTENING ACRONIS? FIX THE PRODUCT.

Less 'fluff' more 'it just works' -- PLEASE. I'm tired of 'downloading the newest version, uninstalling and reinstalling' every time I call for support -- that seems to be the only 'solution' support can provide.

Hello all!

Thank you for your comments and for being sincere in your feedback, we really appreciate that. I do completely share your concern, and it is highly regrettable to know our software disappoints you so - but we are working hard on making it as stable and reliable as possible.

Ken, thank you for reporting about the issue. Most probably that was a glitch in the settings - we upload only the latest media tested on dozens of machines and checked by the Experts' team. If you wish we can investigate this issue further on, but I'm positive that in case of the urgent need we would be able to solve the issue experienced with the Acronis Bootable Rescue Media.

Dear Rob and Brian, thank you for your comments. I agree with you, and be sure your feedback is already forwarded to the management team.

I must say we really appreciate your feedback - it helps us to improve the product and make it suit your needs, so should you have any additional concerns, questions and suggestions - do not hesitate to leave them as a comment here.

Thank you!