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TI 2009 can't backup >2tb drives?

Thread needs solution

Hi.

I purchased TI 2009 because it properly preserved alignment on my SSD when doing a full disk backup / restore.  Now I find it has a fundamental problem.

It seems like it doesn't support backup / restore of any drive bigger than 2tb?  I have 4 1tb drives in raid 0 that I'd like to backup, since if any of the 4 drives dies, I loose the entire 4tb.  In order to create a partition > 2tb, I have to convert it to GPT.  It seems that TI HOME doesn't support GPT disks.  Only the more expensive business products do.

This seems stupid.  I have a desktop computer, running a desktop OS (xp pro x64), with regular cheap desktop sata drives.  Why can't ti HOME backup this drive on this computer?  Inexpensive raid controllers have been built into motherboards for almost 10 years now, so this is definately desktop area.   1TB drives have been available for quite a while now.

Does TI 2010 support >2tb drives (gpt)?  Even if it does, it seems like 2009 should have supported this without having to pay for an upgrade.

Thanks.

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TI 2010 can play with GPT disks.

bodgy wrote:

TI 2010 can play with GPT disks.

I just purchased an upgrade to TI 2010.

In the "what to backup" step, I don't see the gpt drive / partition.

How does 2010 backup gpt drives?

Thanks.

I don't have a GPT drive setup at present, but, as a GPT drive shows as one large drive, what should you be seeing? I mean when you set up the GPT drive which drive/partition did you include?

What does Windows Disk Management show?

bodgy wrote:

I don't have a GPT drive setup at present, but, as a GPT drive shows as one large drive, what should you be seeing?

I should be seeing one large drive. (as far as windows is concerned, the raid drive is only one large drive.) I'm not sure why there would be more than one. The whole point of raid is to hide the fact there's more than one drive from the OS.

bodgy wrote:
I mean when you set up the GPT drive which drive/partition did you include?

I 'included' (converted) the single mbr drive to gpt. I don't really understand the question. Raid drives show as only one drive, so I don't have much of a choice on which one I use for gpt.

bodgy wrote:

What does Windows Disk Management show?

I'm not sure if IMG tags work here, but here's some pictures:
Here's what it looks like in disk management:

[img]http://farm4.static.flickr.com/3527/3955878085_ba4da04313_o.jpg[/img]

This does not show up in the drive list presented during 'what to backup' in TI.

EDIT: img tags appear to be not supported. The url for that image is valid though.

What I was trying to ask in a delicate fashion , is what did you think you should see - that is in case you had made an assumptive error somewhere, though I just confused matters.

What drives/partition does TI show in the 'what to backup' wizard?

Does the drive you've highlighted in the image only contain the page file?

bodgy wrote:

What drives/partition does TI show in the 'what to backup' wizard?

Here's a pic of what I see in TI:

http://farm4.static.flickr.com/3529/3956833930_30e0381a18_o.jpg

I noticed TI does not contain a disk5. In windows disk management, the gpt disk (d:) follows immediately after (c:). TI shows C as disk 4, with a missing disk5, where the gpt disk should be?

bodgy wrote:

Does the drive you've highlighted in the image only contain the page file?

The drive doesn't only contain the page file, I've got 274gigs on it right now. It does contain a pagefile though. I also have pagefiles on 2 other drives. (for load balancing)

I would appreciate if someone from Acronis can comment.

I was under the impression TI 2010 supported GPT disks/partitions. If it does, I'd like support on getting it working.

If it doesn't, I would like a refund on my 2010 upgrade, as that was the only reason I need 2010 over 2009.

Thanks.

I can tell you for an absolute fact that True Image Home 2010 BETA supported GPT disks. I used it and backed up GPT volumes fine.

I purchased TI 2010 retail today and am now furious. If I go to "Add Disks", TI 2010 shows my GPT disk and has it labeled as GPT. However, the GPT volumes no longer show up as valid disks to backup. Seems Acronis has removed it in the retail version after having the functionality in the Beta.

The sole reason I tested the beta was for GPT. The SOLE reason I purchased it was for GPT support. now I have nothing to show for it except wasted money I probably can not get back. And support is limited to these forums unless I pay more for a one time suport incident. Absolutely LOVELY.

Jamie,

I've just noticed a change of wording in the help file on GPT disks.

Support of dynamic/GPT disks (purchased separately)

I didn't spot that previously between the beta and final version.

I have copies of the PDF manual from the TI2010 Beta period. You can actually still find it on Acronis's website with the right Google Search. It clearly lists and shows GPT support and how to use it. The revised manual for the retail version removes / edits those entries. So it was clearly something they removed at time of launch. In fact the Beta advertised GPT support as one of the main benifits of the new version.

I see the reference that GPT is additional cost in the Help file as you pointed out. I however do not see any actual reference as to how to acquire it.

I did an instant chat with Acronis. They told me GPT will be part of an optional Power Pack to be released at some future date and for some as yet undisclosed amount of money. That Power Pack will add GPT support to TI2010.

Blatant money grab on their part to suck more out of us.

Been using TI since version 7. Have bought 7, 11, 2009 and now 2010.

Going to use a different product from another company now. Good luck to anyone reading this in the future.

I don't even see the gpt disk in TI. It is invisible. It shows in windows Disk Management no problem, but not in TI2010. It is absolutely rediculous that even TI2009 can't support >2tb disks. It's even worse that their latest version doesn't either. This is going to cause a lot of people to move to other products. (True image home cannot backup desktop computers).

To whom it may concern:

After not receiving any response in this thread by Acronis, I filed a support ticket on Sep 29.

It is now Oct 8, with no response from Acronis.

I will be contacting my credit card company tommorow to file a dispute about products purchased, and request a reversal of charges.

I am completely underwhelmed by Acronis's support.

I thought people would be interested in what I am hearing from Customer Support:

I filled a support ticket online pointing to this thread, and asking to get this looked into. This is the first response:

Hello Ryan,

Thank you for contacting Acronis Customer Central. My name is Lalit.

I understand your concern and assure you of a quick resolution. I am delighted to have an opportunity to assist you.

As you have mentioned that you want to enquire about the forum "http://forum.acronis.com/forum/4092". I completely understand this and really concerned to resolve this as soon as possible.

Regaridng this, I want to inform you Mr. Ryan that Acronis True Image Home 2010 do support Dynamic/GPT Disks. However, they are supported, with a Patch, or Update.

In case you are experiencing any issues regarding that , please do let us know.

I will leave your case open until you confirm this answers your question. I look forward to your response.

I then sent this response:

Hi.

I need verification that the patch or upgrade will be free to all existing True Image 2010 users. GPT support is the only reason I upgraded to 2010 from 2009. I don't want to have to pay AGAIN to backup a desktop drive, something that 2009 should have done. If this will be a free upgrade, I can wait. If this will be another pay for upgrade, I will require my money back for the 2010 upgrade.

They replied:

Hello Ryan,

Thank you very much for your response and the provided information.

You need not worry Mr. Walters as Acronis True Image Home supports GPT/Dynamic disks. Moreover, the patch required is absolutely free of cost.

I want to inform that an update or patch is not required in all the cases. In case, you are experiencing any issues related to GPT/Dynamic Disks, I would request you to please let us know.

I assure I will try my level best to answer your query as soon as possible

Please let me know, if you have any other questions. I will leave your case open until you confirm this resolves your issue. I look forward to your response.

(patch is required, but free of cost?)
(and they request I contact them if I'm having problems with gpt support? what is this entire support ticket about??????????)

My reply:
(trying to drive home I am having problems.)

Please check the thread in the forum again. It clearly states I am having issues with GPT support. This entire support ticket is because I AM HAVING ISSUES with GPT support. I shouldn't have to state this again. This is the only reason I upgraded to TI 2010, and it's still not working. (since September 26).

URL: http://forum.acronis.com/forum/4092

Please direct me to where this patch is located. I had downloaded the latest version as of when I purchased the upgrade. I am running build 5055.

Thanks.

Their reply:

Hello Ryan,

Thank you very much for your response.

I am positive that the free update or patch has not been released yet for Acronis True Image Home 2010 as it is not required with Acronis True Image Home 2010 because till date we have not experienced any issues related to GPT/Dynamic dis
ks with it.

I assure that you too will not experience any issues.

(no patch has been released because there are no issues???)
(they assure me I wont have problems?????)

My reply trying very hard to get the point through that GPT doesn't work:

Hi.

You keep on saying that I won't have issues with GPT support I keep on saying that I AM HAVING ISSUES with GPT support. I don't want to be constantly told it works. GPT SUPPORT DOES NOT WORK.

GPT SUPPORT DOES NOT WORK.

GPT SUPPORT DOES NOT WORK.

GPT SUPPORT DOES NOT WORK.

GPT SUPPORT DOES NOT WORK.

GPT SUPPORT DOES NOT WORK.

GPT SUPPORT DOES NOT WORK.

GPT SUPPORT DOES NOT WORK.

GPT SUPPORT DOES NOT WORK.

Please read the entire email thread along with " http://forum.acronis.com/forum/4092".

Please read the entire email thread along with " http://forum.acronis.com/forum/4092".

Please read the entire email thread along with " http://forum.acronis.com/forum/4092".

Please read the entire email thread along with " http://forum.acronis.com/forum/4092".

Please read the entire email thread along with " http://forum.acronis.com/forum/4092".

Please read the entire email thread along with " http://forum.acronis.com/forum/4092".

Please read the entire email thread along with " http://forum.acronis.com/forum/4092".

I am getting absolutely nowhere with your tech support I may have to contact my credit card company and get them to open a dispute ticket about the purchase price. I don't want to waste my time for another month for something you claim works, but does not.

Their reply:

Hello Ryan,

Thank you very much for your response.

We understand it's been a frustating experience for you. I hope you underst=
and that we need more information on this issue, so that we could find the =
exact reason of the same.

However, please be sure that it is really not our intention to hurt our cus=
tomers.=20

Finally, I would request you to please send us the details of Acronis Info =
Utility as it would give us a better understand of the issue you are experi=
encing.

AcronisInfo is a utility that automatically gathers User Rights Assignment =
list, Windows Event Log, Msinfo32, Acronis registry keys, Acronis logs, Sch=
edreport, Acronis Report and list of user=92s Active Directory groups.

You can easily download this utility from the below link:

http://download.acronis.com/support/AcronisInfo.exe

For more details about this utility, you can visit:=20

http://kb.acronis.com/content/2707

Once, you provide us with this utility, I assure that I will escalate this =
ticket to our Tier-2 support in order to resolve it soon.

Please let me know, if you have any other questions. I look forward to your=
response.

I tried running the linked program, but it crashes on my computer, with no descriptive errors.
My Reply:

Hi.

I tried running that utility you linked to.

I get a whole bunch of windows popping up too quick to see. Then I get this in one window that stays up:

---------------------------------------------
Running with default parameters!
Failed to execute action (-no_acrolog).
Unable to get list of groups.
Progress check 0 partition 100%
---------------------------------------------

Then I get a dialog box that says "AcronisInfo.exe" has encountered a problem and needs to close."

I get Exception code "0xc0000005" in modname: "msvcr71.dll".

Please direct me to second level, and I can deal with them directly.

(it's taken 3 weeks of going back and forth with you guys to even get you to admit there is a second level.)

Ryan.

That's it so far. 3 weeks for anyone to even mention second level when I've clearly stated I've been having problems since day 1.

This has been fun. I think my credit card company has a 1 month limit on any purchase disputes, so I guess they have 1 week more to fix it before I really have no choice but to forceably get my money back. I can forsee many more weeks of emails going back and forth to get anywhere more.

Hello all,

Please accept my apologies for confusion.

The information provided is not correct. There is no support for Dynamic/GPT drives in Acronis True Image 2010 Home by default. This support will be available via separate Addon, but it's not released yet.

Due to our corporate policy we're not eligible to provide the information regarding unreleased software as it can be not correct or finalized.

The pricing details will be provided with the release of this Addon.

I would take care about this situation with the confusing information/answers provided and provide feedback to the appropriate Management Team. Please feel free to contact me if you have any questions.

Thanks,