build 11639 and usb 3.0 disconnection.

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hello, i saw my wd usb 3.0 1 tb device was disconnected during installation of 11639 build (while with 11345 build was working normally) .

so I tried to uninstall snapapi that was installed on system by previous acronis installation (it was related to november 2009) and rebooted.

now i'm checking and i'll tell you if all right.

the controller is nec 3.0 usb

Fr, 04/16/2010 - 10:52
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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yes, it is related to usb 3.0 ....
neither after reboot the usb 3.0 is working.
attaching an usb 3.0 disk to usb 3.0 controller it prompt "format hdd? "

but plugging it in a usb 2.0 port is working normally.

i repeat, in 11345 build usb 3.0 was working well. but now in 11639 no.

what do you think is better to do now? restore a previous image of system with 11345 previous of this problem, or wait for a fix ??

how much time do you estimate producing a fix will require???

Fr, 04/16/2010 - 11:00
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hello Raffaele!

Thank you for finding time to report about the issue! I will be glad to assist you with it.

Unfortunately due to the lack of information it is difficult to identify the case of the problem, so could you please kindly do the following? 

  1. Plug in the USB 3.0 disk and wait for 5 minutes
  2. Gather snapapi logs according to the instructions I have forwarded you via e-mail
  3. Gather Acronis Info from the machine in question
  4. Screenshot of the disk management
  5. Screenshot of the issue

After that please kindly submit a support request and let me know the case number - I'd like to make sure that it is handled in a proper way.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

Fr, 04/16/2010 - 15:26
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hello Raffaele,

Thank you for the provided information.

Our QA lab was able to identify the exact reason of the encountered malfunction. The issue is hardware specific, SnapAPI module handles several kinds of USB controllers improperly. Our developers are working on the issue, the fix will be available as soon as possible. Meanwhile, should you experience the encountered issue, please use the previous build #11345 for the backup purposes. 

We will release a new SnapAPI build and after that will update the thread. 

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

Mo, 04/19/2010 - 10:53
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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ok great! for now i continue using 11639 and the hard disk 3.0 at 2.0 usb speed at usb 2.0 port (for now i don't particulary need the 3.0 speed)
thank you.

Mo, 04/19/2010 - 13:59
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