WinPE x64 Bootable Media -> multiple imaging and network connectivity issues
We have a WinPE v.5.1 x64 bootable disk created with the help of Bootable Media Builder (Backup v.11.7, build 44421). The disk boots to servers with different OSes (Win2008/2012/R2) and hardware configurations and successfully recognizes both storage and network controllers.
However, there are multiple issues with Acronis Backup plugin while working from the WinPE bootable media. I do not know, those issues might have the same underlying culprit, but from an end-user perspective their manifestation could be split into 2 distinctive categories: network connectivity issues AND imaging issues.
Let's start from network connectivity issues.
There is seemingly no problem to create connection to a network share directly from Acronis’ GUI with UNC path (\\server\share). But as soon as you start imaging process – it immediately fails with the following error messages:
Failed to execute the command.
Additional info:
--------------------
Error code: 41
Module: 307
LineInfo: e6792a5ee190de97
Fields: $module : agent_protection_addon_vsa64_44421
Message: Failed to execute the command.
--------------------
Error code: 33
Module: 307
LineInfo: 5d2a9295cc9442e0
Fields: $module : gtob_ensure_backup_invariants_command_addon_vsa64_44421
Message: EnsureBackupInvariants
Command: Failed to prepare the location for the backup archive.
--------------------
Error code: 20
Module: 4
LineInfo: 9a79f20828bcac3
Fields: IsReturnCode : 1, $module : disk_bundle_bartpe_vsa64_44421
Message: Access is denied.
--------------------
Error code: 263
Module: 146
LineInfo: 4d7f75fcde07d667
Fields: IsReturnCode : 1, $module : mms_bartpe_vsa64_44421
Message: Failed to retrieve information about file '\\KINGSTON\Images\'.
--------------------
Error code: 20
Module: 4
LineInfo: 4d7f75fcde07d565
Fields: $module : mms_bartpe_vsa64_44421
Message: Access is denied.
--------------------
Error code: 20
Module: 4
LineInfo: adb96724c325c855
Fields: $module : disk_bundle_bartpe_vsa64_44421
Message: Access to the file is denied.
--------------------
Looking at those "access denied" messages someone might say - this is something to do with access permissions. That is not the case though - you could connect to the very same share with A43 file manager – create files and folders there, copy, edit, delete files and so forth. Except Acronis Backup - everything else on the same WinPE disk can access the same share.
Luckily besides Acronis Backup itself you have other tools (built into WinPE net use and A43 which comes with Acronis Installation) on WinPE disk to connect to network shares. So you may use any of those tools to map a network drive. When you turn back to Acronis Backup though - you can't find the mapped drive in its GUI. However, if you manually type the mapped drive name (i.e. k:\) as a destination path – Acronis plugin accepts it.
Now, let's turn to imaging issues.
As I mentioned earlie imaging to a UNC share is a "NO GO".
Imaging to a locally connected drive or to a network share mapped with a drive letter works and .tib file is created, BUT always finishes with "Successful with warnings" messages. Here is a cut-and-paste from backup log:
--------------------
Log Entry Details
--------------------
Type: Error
Date and time: 6/27/2016 2:36:37 PM
Backup plan: Backup 6/27/2016 2:35:23 PM
Task: Simple backup
Code: 12,648,449(0xC10001)
Module: 193
Owner: SYSTEM@NT AUTHORITY
Message:
Failed to load addon: nfs_item_provider.dll
Additional info:
--------------------
Error code: 1
Module: 193
LineInfo: 9b6b9679d169cff4
Fields: $module : mms_bartpe_vsa64_44421
Message: Failed to load addon: nfs_item_provider.dll
--------------------
Error code: 1
Module: 0
LineInfo: 384a6390dfd2e5db
Fields: token : nfs_item_provider.dll, $module : mms_bartpe_vsa64_44421
Message: Cannot load the dynamic library.
--------------------
Error code: 65520
Module: 0
LineInfo: bd28fdbd64edb8ee
Fields: code : 2147942526, $module : mms_bartpe_vsa64_44421
Message: The specified module could not be found
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode/
Event code: 0x00C10001+0x00000001+0x0000FFF0+0x8007007E
--------------------
The most important question in this situation is whether we can rely on an image created with those warning message when it comes to restore a server in an emergency situation?
I opened the case with Acronis Support and reported the aforementioned issues to them. ...wasted 2 weeks with 1st level of support first, and then - the case was "moved" to expert level. Now, 6 weeks later, after multiple emails sent back and forth, various log files submitted, and with already second expert working on the case I still didn't receive a meaningful response.
Could anyone on this forum be a help?
Thank you for the response, John.
We've been using Acronis for quite a long time, and it generally serves us well. It saved us in many emergency situations, so we used to rely on Acronis products.
However, with recent Acronis Backup releases users get more problems rather then any benefits. ...development is sluggish, new releases are buggy, and support become just terrible. I have the case open for 6 weeks with 4 of them sitting at "expert level". Now the second expert took over the case, and keep asking the same questions which were asked by and answered to a previous case owner.
So what product did you replace it with?
Hello VicAndr,
Thank you for reporting the issue.
Just wanted to let you know that Research and Development Team is working on it. Once we get any result, Acronis Technical Support Representative who is working on your case will contact you directly.
Regards,
Slava
Hi VicAndr,
First, I do gree with you that QA and Testing new products does not get high priority at Acronis.
Neither do complaints and tickets and this can cause bad feeling and looking in other places.
The support is SLOW to solve problems and I got the feeling they are under-staffed or not so well acquainted with the products
I had to give up SNAP Deploy 5 for exactly those reasons.
Second, I got the oportunity to test performance of Backup & Verify and recovery of a Windows system the was 25BG.
The hardware was I6700K on a MSI Z170A, sytem disk was Samsung NVMe 950PRO, data disk WD in RAID0 configuration.
The time it took to do the Backup & Verify was 3 minutes using a WinPE CD created with W10 SDK.
The restore took the same time as the simple backup - less than 2 minutes.
I would like to point that the BIOS was UEFI and the disks were GPT.
WHICH DEFINITELY SHOWS THAT ACRONIS HAS STILL SOMETING TO SELL.
Exactly the same test done with a WinPE Macrium 6 took twice the above mentioned numbers!
But.... the Acronis backup process was facing some errors and warning which in the end Acronis somehow was able to solve (The verify reported OK).
The recover seemd OK till the last momnt at 95% it asked for a reboot. Well I was surprised but in the end it was OK.
I think there is a lot of improvement required IF Acronis wants to keep customers happy.
Regards
Marcel
Thanks, Moty, for your comments and sharing experience with Acronis' products.
I agree, Acronis Backup has very efficient underlying engine which handles disks’ access and processes low-level data from various file systems. As long as outer shell representing interface with OS for this engine works as it should – nothing else could beat Acronis. Unfortunately though, it looks like Acronis threw their main resources on marketing rather than on R&D and products support. I wish the company the best of luck with such a business strategy.
Until I made initial post on these forums, my case opened with Acronis support didn’t get much (if any) attention. As soon as I made the post however – things started to look a “little brighter”. Expert Support Engineer “working” on the case forwarded it to QA team – and soon after replied to me that “it looks like developers have found the root of the issue”. In regards to when the fix is going to end up in the next public release – “there is no clear ETA”. He said that the next public release they plan to have in autumn. …didn’t mention though autumn this year, or maybe next?
…in a meanwhile we have our own business issues pending resolution just because Acronis product does not function as advertised.