Cannot restore - W00040011
What use is a backup product that you cannot restore from?
I am having an infuriating time trying to work with Acronis. I have two image copies of a hard drive at different points in time, both validated at the time of creation. Both are split into 3 files, the first two of about 2Gb and then a smaller 3rd one. When I try to restore from the first file I get the message “This is not the last volume in of the backup archive”. So I point it at the last volume and it says “W00040011: Specify location of the volume 1.”. I press browse and point it at the same directory and it gives the same error message.
At this point I know I need to talk to Acronis support, I also know from previous experience that if I ask any question of Acronis support they will tell me I been to be on the latest build before they can do anything, even if they know the answer to my question.
I also know from previous experience that their support policy does not match their product. You would think that a product that was so keen on having you run the latest version would have a big button (like also every other major product of pretty much any type has) saying “Check for updates”, it does not. I have to go looking for updates manually.
What is more, I know I am going to be asked to say what build I am currently on, but it appears that is a secret. Is there a help about? No. Does it appear on the system information page? No. It is under options, the home page, the title bar? No. No doubt it is in there somewhere, but one part of Acronis (development) seems keen to keep it a secret from me and another part (Support) will demand I supply it.
So I dug out my log login details for the Acronis website and pressed the button for product updates on the website. It shows me a page of products that does not include my one (Acronis True Image 2009), how helpful. I can raise a support query and that has an option to download the latest version, but only for products I have registered. I have not registered this one and to do so it asks me for my serial number. Can I find my serial number in the product in any of the places mentioned above? No.
If anyone knows what the serial number of my Acronis product is it would be Acronis, so why are you both asking me for it and keeping a secret from me?
Having said all of that, would any of these updates make the slightest bit of difference? Are there known problems with older builds not be able to restore? Or is that just a red herring?
Having have told me how to restore my backups you might like to show the above text to whoever is responsible for your process of customer support to help him/her understand how it may appear all fine and dandy from their prospective, but from a customers point of view it is simply broken.
Now on to more immediate things: How do I restore from these backups?
Are these split images on DVD's or on a hard drive?
Are you trying to restore them from within the Windows environment or via the Rescue CD?
If they are on DVD's try copying all three files onto a harddrive and restore from there.
Your other points.
You selected the wrong tab in your account - you need to click on the 'Registered Products and Support tab' , not the 'Product Updates'. I agree they could be titled differently.
If your external drive is formatted as FAT32, I would strongly suggest converting it to NTFS so that programs such as TI can make better use of it's speed and storage capacity, unless you really want an image consisting of multiple files.
bodgy - I believe Neil says he has not registered this product so going to Registered Products and Support may not help. I did the same thing he did after getting my product and wanting to update to the latest build. Product Updates didn't work. Fortunately, I had registered and eventually found my way around (with the old forum's advice). A simpler way to update would be nice.
bodgy - I believe Neil says he has not registered this product so going to Registered Products and Support may not help. .
Ah yes I missed that bit, well I wouldn't expect Acronis to keep a record of a licence number on a website if you hadn't specifically asked for it to be there, I mean anyone can download the trial product or even give someone a copy, so unless the licence number is specifically registered by an end user, they have no way of knowing if the 'right ' person is using product.
Having had similar problems many years ago, I eventually made myself a mail folder that contains all emails with my serial/licence software numbers and I always suggest to people that with programs like TI, a text file either named or containing the licence number be stored on the backup medium as well as a copy of the full version of TI .... just in case.
Firstly, thank you all for taking the time to reply, much appreciated.
I find it staging that no official of Acronis has chosen to chip in. If I where the VP Support for a backup software company (and I have been the VP of Support for many software companies), I would be absolutely horrified at the thought of someone having used my product and now not being able to restore from it. Not to say rather embarrassed that my internal systems had made it unnecessarily difficult to get any advice on the matter. Seems Acronis do not think that way.
If any of you happen to know the VP of Support for Acronis, please hand him/her a copy of this post. He needs to understand what it is like to be one of his customers. For once this is not about a specific issue, this is an illustration of how his/her systems are badly broken.
On to your questions:
>press the ALT key on your keyboard.
Thank you. That did reveal the build number: 9,615, but why is this such a secret in an environment when the authors are so keen to make sure you are on the latest version?
>My serial number was printed on the CD sleeve as I purchased a boxed version
I purchased online. My principle objection is that although I could probably find this by searching old emails, why should I have to? I am coming back to the website I purchase it from. When I made the purchase I had to sign in to the website with the same credentials that I am now signing in with. If anyone knows what these details are it is the website that issued them in the first place. Acronis are basing their systems around their convenient, not mine.
There is also no indicate that if I jump through all these hoops it will make any different to my situation.
As it happens, I was able to find the serial number and register the product, but I still cannot find what the current build number is or how to upgrade to it.
>Are you trying to restore them from within the Windows environment or via the Rescue CD?
Both backups where created by booting from a rescue disk (created from the same build version as listed above), selecting to backup the entire drive and specifying an FTP address (for a server on the local network) as the destination. The validate option was switched on and the backups completed saying all was well.
I am now trying to recover the back ups by again booting from the rescue disks and pointing it at the FTP server. I have also extracted the hard drive from the target PC and plugged it into a Windows XP machine using a IDE to USB converter. Acronis running on this gives exactly the same error messages.
>You selected the wrong tab in your account - you need to click on the 'Registered Products and Support tab' , not the 'Product Updates'. I agree they could be titled differently.
But how much more sensible would it be if the product has an option to check for updates? Especially in a company where the first thing the technical support department ask for is if you have checked for updates. Why make this a convoluted manual process?
The one place I have seen a button to check for updates in Acronis is on the install. Over the years I have installed Acronis quite a few times for different people and every time I have pressed the button. Every time it has failed to work, saying it cannot get to the server. Even though the machine is connected to the net and can surf just fine, the update does not work.
Acronis’s internal systems are broken. The support department take the updates very seriously the developers obviously do not.
>If your external drive is formatted as FAT32, I would strongly suggest converting it to NTFS
All of the machined mentioned here are 100% NTFS.
>well I wouldn't expect Acronis to keep a record of a licence number on a website
I would. They are the ones that sold it to me, from the same website. They are the ones that issued these numbers to me under the same login that I am now logged into to find an update. They just need to join up their systems.
This is not the first time I have had backups from Acronis that I have not been able to restore. It has happened twice before over the last few years. It is very clear that Acronis do not care whether a client can restore from a back or not. I need to do my best to recover what is in this backup and they move on to different software from a different provider, as Acronis have showed no interest in standing by their product.
I should point out that I am not annoyed with any of you good folks who have taken the time to reply to this post. Your input is very gratefully received and has been polite and helpful. Based on my experience you might like to consider if you really wish to trust you data to this backup software.
So, anyone out there got any ideas how I can recover this data?
Perhaps your FTP connection is timing out, that has been an issue with TI in the past.
The only thing that I can think of to see if that is indeed the problem would be to copy the three parts of your archive to one place and see if TI can validate and restore from there.
It might not be the ideal response, but it might get you going whilst someone else may have an ultimate answer.
If the FTP Connection timed out whilst it was backing up, then there is a bug in Acronis, because it passed validation and said everything was all right, on two separate occasions.
If the FTP connection timed out on restore then it would not make a difference to me getting the files back because I had, in the way you correctly suggested, also copied all of the files to a local hard drive and tried to valid them, this produced the same error messages as listed about.
Yesterday I had a hunt through my records and found the serial numbers, which allowed me to register the product. Once I had done this I had the option to perform an online chat with the technical support folks at Acronis. Once again they proved to me how broken their procedures are (see my rants above). This time I filled in all of the forms before starting the chat (what product are you using, what is the problem etc) and as soon as the guy came online it was clear he did not have access to any of the stuff I have just filled in and ask me for it all again. Once again they prove that their support systems are broken. I swear they have no idea what it is like to be one of their customers.
The conclusion of the chat was that the files were corrupt. Of cause the only reason they would be corrupt was if Acronis itself corrupted them. They were stored RAID disks and validate when they were created.
It is clear from my experience on this call and the previous ones that this not a product that can be trusted with your backups.
Hello Neil,
Thank you for using [[http://www.acronis.com/homecomputing/products/trueimage/ | Acronis True Image]]
Let me make a conclusion about the technical part of the issue:
You created a backup archive using Acronis Botoable rescue media and stored the backup file to FTP server, the backup file on the FTP server was validated successfully.
Some time later the same Acronis Botoable rescue media is unable to validate the same archive, it doesn't matter where the archive is located, whether it's located remotely or locally.
I suppose something has happened with the archive file during this time frame. And I doubt that Acronis could corrupt the file located at the remote storage.
Thank you.
I backed-up to an external HD and it created 2 .tib files.
Name2.tib and Name3.tib - No file named: Name1.tib?
When I try to restore selected either one of the tibs, I get a message - W00040011:Pleaseinsert media marked "Volume 1".
Has anyone had the misfortune to need to restore their HD and have this same experience?
Hello Carl,
Thank you for using Acronis Products
Have you created full or incremental/differential backup?
Acronis True Image Home 2009 can't correctly associate incremental with full backup. The reason for the issue can be corrupted incremental or full backup, so first of all validate them. As a workaround try to restore another incremental backup from the set. Have you tried Acrois bootable disc?
I have the same problem. I have Volume one thru 5 on 5 DVD's...Incremental B/u
Then I got an external HD and continued to do the incrementals there.
Well, the computer crashed so I got a new drive for the PC.
When I went to restore, it asked for Volume 1..I put in volume 1, and it did not accept it.
Got the same errors as the OP.
Please advise
Michael
What a godawful system Acronis have.I should have stuck to freeware.
Goodbye.......
I am getting the same error message on backup using True Image Home 2009 Build 9.615.
Found out that for some unknown reason, my scheduled daily backup task had failed for the last 2 weeks (without any kind of error messages to alert me). I set up a new backup task to do a full backup of drives C, D, E, F, G, H onto my external terabyte drive I. The process ran seemingly OK till the last step 11 of 11 when a window came up with the message "W00040011: specify location of Volume 1". Could not get beyond this message and finally aborted True Image. When I looked at the status, it does not seem to have copied all the drives. Drive I is only 100 GB full of 1TB. Any ideas or should I start looking for other backup software?
Looking at log, the last steps before the above message were:
Consolidate Backup Archive location I:\Backup.tib
Destination I:\Backup_4B00BA4991F8-4D44-8F62-FDD7EC574E0F.tib
Specified file does not exist 0x40011 Tag=ox6517E0ECF4E1020B
Fellas,
I'm using TI version 9. Similar problem as all of the above. Have been trying to do a total image backup (not incremental, not differential) of my laptop HD with about 70gigs of files.
Tried to an external USB harddrive - created 14, 4gig files. Tried burning to DVD+R's. Burned 13 DVD's. When it came time to verify archive or try a restore, i either got the "not last
volume, select last volume" (selected last volume) then "file selected is not TI archive file", or the "file selected is not TI archive file" right off the bat. Not matter what I've tried,
I've failed.
I'm just glad to hear it's not me doing something wrong or my hardware being at fault. Time to move on...............
After checking everything at Seagate, Western Digital and Acronis KnowledgeBases and Support Forums, there is no actual explanation about what the error message really means. Worse still, since 2005, only one out of about two hundred customers were ever able to restore any of their data ... and no customers were ever able to consistently restore a full backup image.
That's correct, fellow passengers, Acronis TrueImage customers who received error W00040011 were somewhere between one hundred and two hundred percent compleatly (really, not a typo) screwed.
Even the Acronis troubleshooting chart shows, quite clearly, that Acronis not only does not know what caused any of these problems, they really do not care at all what happens to their customer's data. This means that using any version of Acronis TrueImage for backup purposes is specifically not recommended.
I have forwarded several of the case threads I found most interesting to all of my clients, my friends and relatives. After thirty-one years as an IT Consultant, this is only about six hundred or so people, so I asked all of them to forward the same links to everyone they know. Y'all might want to do the same.
Hi Pals,
what a terrifying forum!
I experienced a similar problem:
- I made a Full image of the whole HD with TrueImageHome2009 on 6 DVDs (no FTP, No incremental, differential, etc...) - OS: Vista Home Premium
- I Tried to restore single file and I went mad on changing DVDs 1 to 6 in weird order, getting some error message like "An error occured when opening the backup archive. Cannot continue the operation due to either the backup is corrupted or it is used by another process, for example the backup has been mounted as a disk." (it is not verbatim, I use the Italian version - bad translation, by the way)
I do believe, as well, a clear official pronouncement is needed and hope it will come soon...