ABR11 Server not only fails, but crashes my server too.
ABR11 Crashes at 0% and also crashes my Windows Server2000 to BSOD. 2 Weeks ago it crashed and corrupted my Windows installation. I had a 2 day old Backup that did work for some reason, but we lost 2 days of Billing and Patient Data - intolerable. My case is 01321900 and was submitted over 1 week ago, but I have had no contact from Acronis in 1 week. I am afraid to run a backup because I can't afford to lose another weeks data if it crashes bad again. I did upload my windows Event viewer info and the ACronis Info file to the Acronis FTP site as requested, but I have not had even a status update since then. I am afraid that I may need to get my money back to purchase another backup solution. In case you are wondering what the errors are, I have included an example of the usual error report. I also notice that in my windows "devices" is listed a device with an error labled: "Aconis Snapshot Manager". I have called and emailed several time this week. No response to the email. Chat just told me "we are working on it" and today a phone call got me a "we are working on it and will contact you." I am thinking what I paid for support was excessive for this level of help. I am actively researching other backup solutions. I will re-post if Acronis makes this right. If they do not, my reading of the forums make me think there is (class) actionable negligence on the part of Acronis. I should note, as others have, that ABR10 was working in its last few editions, and that ABR 11 was a huge step down in reliably for us. By the way, I have completely uninstalled all Acronis programs and folders and done a complete clean install of ABR 11 Version 17318, with no change in the problems. I estimate my damages at $1000 (labor) to recover the lost data and appointments and restore my critical server to working condition.
signed,
Unhappy,
Unprotected,
and Unmollified.
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Log Entry Details
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Type: Warning
Date and time: 10/4/2011 12:00:46 AM
Backup plan: [None]
Task: [None]
Code: 4,195,008(0x4002C0)
Module: 64
Owner: Administrator
Message:
Failed to get VSS metadata for backup.
Additional info:
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Error code: 704
Module: 64
LineInfo: 26556611c50a732a
Fields: $module : C:\Program Files\Acronis\BackupAndRecovery\DiskBundle.dll
Message: Failed to get VSS metadata for backup.
--------------------
Error code: 65520
Module: 0
LineInfo: bd28fdbd64edb8bc
Fields: code : 2147942450
Message: The network request is not supported
--------------------
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Log Entry Details
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Type: Warning
Date and time: 10/4/2011 12:00:45 AM
Backup plan: [None]
Task: [None]
Code: 1,098,823(0x10C447)
Module: 16
Owner: Administrator
Message:
Failed to create the volume snapshot.
Additional info:
--------------------
Error code: 50247
Module: 16
LineInfo: 14181c22ef45b06d
Fields: $module : C:\Program Files\Acronis\BackupAndRecovery\DiskBundle.dll
Message: Failed to create the volume snapshot.
--------------------
Error code: 65520
Module: 0
LineInfo: bd28fdbd64edb8bc
Fields: code : 2147942450
Message: The network request is not supported
--------------------
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Hello John and Byterunner,
Thank you for your comments. I will do my best to help you.
We really appreciate your feedback and I am very sorry to hear about these issues.
John, I have contacted our Management team about your case, I apologize for the delay. It was escalated to our Expert team and is currently under investigation.
Byterunner, your cases are also being handled by our Expert team and we are investigating the cause of this issue.
Please feel free to contact me directly if you need additional information about your cases.
Thank you.
I have not been able to run a backup since 10-05/2011 when we suffered Data Loss due to Aconris BR11. So it has been 2 WEEKS, and I would have hoped that we might get some feedback from support that they were at least working on it. When I call tech support, I get assistance screeners who don't know anything about the problem, and just tell me to "wait, we are working on it". I am disappointed that I can't speak to a knowledgeable engineer who could work through some trouble shooting steps with me (an advanced user and head of IT for my company). I uploaded files to Acronis FTP, but I have no idea if anyone even looked at them or acknowledged them.
Hello John,
Thank you for the update.
I checked the case and it has been assigned to one of our most experienced expert engineers and we have the diagnostic files on our ftp server.
Let me know if you need additional help please.
Thank you.
Thank you. I continue to await your advice.
It is now three weeks since My server was crashed/corrupted by ABR11. I have had no further contact from Acronis since the 10/19 comment above. No email, no advice, and more importantly NO backups since 10/5/2011. I would expect to have had some contact from the Support Engineers over the last 3 weeks for the price I am paying for support. I am exasperated with Acronis and wondering how to get a refund.
I too have used Acronis -- both TIH and AB&R (and similar previous named) branches -- for many years. Sadly, this past year, the products and many of my service issues have been dismal. I am now using Win7 B&R on my two HP dv8t with SSDs under Ultimate x64; I get file backups and I can mount my image-backups just fine.
Hello John and Lester,
Thank you for your comments.
John, I am really sorry about this, I have notified our Management team about it and we will take care of this issue.
Lester, I found 2 open cases in our system and I was wondering if you need any help with them, the problems you reported are currently under investigation.
Please let me know if you need additional help.
Thank you.
Almost a month now with no backups and no help. Here is the usual exchange with chat:
Post edited, according to TOU, no private communications should be posted.
As
Microsoft Volume Shadow Copy Service is only supported on the Windows 2003, Windows 2008, and Windows Vista platforms.
did you try to backup with VSS option turned off?
Yes, I did try the program with the VSS off. It still caused my server to crash and reboot. I should note that before ABR10, the backups worked even with VSS turned on, although there was usually an error noted in the log, the backups completed successfully and validated successfully.
With ABR11, I tried all the VSS options including disabling it, but the server continued to crash each time. There is the issue of "Acronis Snapshot Manager" showing an error in Windows "Device Manager", but Acronis has had no comment about that, and I did a complete uninstall and reinstall
of ABR11 on my server with version 17318, and the error on "Acronis Snapshot Manager" persists. I don't know if it has anything to do with the crashes or not. I sent complete copies of the "Acronis Log" and windows "Event Viewer" contents to support, but so far, no comment other than "we are working on it". My Sever has not been backed up since 10/5/2011 when the server crash caused Windows Corruption and forced me to use an old backup to restore which caused us to lose 2 days of Billing and Patient data.
I honestly don't know whether to keep waiting or request a refund.
I was contacted by email from someone identifying himself as a support engineer on 11/2 who stated that he had just received the case. This is suprising since I have been told by Acronis for the last three weeks that an expert was working on this and would be in contact. My issue is not resolved as yet, but I am at least happy to have a new contact.
Windows Server 2000 does not support VSS, VSS is supported in XP and Severs 2003 and later, however, my Windows Server2000 managed to be backed up under the previous version fo Acronis (I now have the latest version of ABR11 - 17318) without crashing to Blue Screen. There have always been error messages in the log about snapshot errors, but the backups always completed anyway with good Validations. THe crashes only began after updating from the previous version to ABR11. There may be some completely different reason (other than VSS issues) for the crashes under ABR11, and if the support engineer can correct it, I will post the results.
Hi
I had install
https://kb.acronis.com/sites/default/files/content/2006/07/2159/snapapi…
(Incl. enable_log) and Win2000 Backup works without a crash.
I have the crash only since Build 173xx.
This is without any warranty and your own risk.
Byterunner
What do you say Acronis? Is it safe to run snapapisetup.msi on my Windows Server2000 with ABR11? I found a few references in the forums (fora?) re snapapi and Backup and Recovery 10. If so, were is the most recent version of snapapi? And again, will it work with WindowsServer2000, which doesn't support VSS? It appears that there are different versions of snapapi for different versions Acronis, and that as far as I can tell snapapi_640 would be used in ABR11. I am not sure if it applies to my situation, so I may wait to hear from my expert support.