Acronis 10 not backing up - fresh install

Where are you imaging to?

Is Bitlocker running?

Do you have a database running on the Server?

Hi Jon and Colin!

Welcome to our Forum, we're glad to greet you here! I understand your concern, and will be glad to help.

Colin, thank you for your help!

Looks like the SnapAPI drivers cannot properly access the drive and take a snapshot. There can be several reasons for that, but we have all of the described (alongside with the solution description) right in this KB article. Please follow the instructions mentioned, and check whether the issue remains.

Should it remain, please gather Acronis Info and contact support directly with the information attached. Keep in mind that should there be any procrastination with the reply, you can always specify us the case number. We will do our best to speed up the process.

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!

Thanks for the replies.

I'll look into the KB and post back if it resolves my issues or not.

Colin,
It's imaging to a NAS box and there is no bitlocker running. The only databases running on the server is act scheduler and myob but as you may know, they're pretty much a simple file only.

Thanks all.

This is similiar to what I just reported. Is this resolved? Can you let us know what to do? I am on build 10.0.12497 Backup and Recovery Advance. I tried the KB article thing already with the Policies and checked the bullet.

Hi all,

Thank you for your comments, I appreciate your cooperation.

The most useful information in the article below is SnapAPI update, which may resolve the issue. I would also strongly recommend to check this KB article for the solution: it's more specific and better matches the issue description. It's my bad, I should've specified it in the first place.

This issue's important for us, and we'd appreciate if you could keep us posted.

Should you have any questions or concerns, please, let us know, we will gladly address them.

Thank you!

Listen to this. I couldn't generate a Recovery disk using TI 11. I bought and downloded the 2011 Home version. It gives different error numbers, as reasons for not baing able to generate the Recovery Disk. To make things worst, NONE of th error numbers are recognized in the knowledge data base! How you like that?
The Customer Support is for the birds, I tried it, and that is my personal evaluation.
So here I'm waiting for a phone call to, at least, recover the money.

Something happened, for the worst, to this Company

Hello Hector,

Thank you for sharing your concerns with us. I understand how frustrating the experience can be if you face technical difficulties.

I've checked the cases you've got opened with support, but none of them were opened regarding this problem, so I cannot even check what errors you've received. I've managed to find the issue description on Forum.

The main error is "Device is not ready". It can be caused by several reasons, like errors on the CD, drive being used by other software, etc. The best workaround here is to download the latest bootable media and burn it onto the CD. Have you tried this workaround? 

Please, also let me know if you have an opened case regarding this problem, our Management team would like to review it.

Should you have any questions, please, let us know, we'll be glad to help.

Thank you.

Dear Yana,
It's frustrating, indeed, but also it renders the software un-usuable for recovery from a HD problem. As you seem to be willing to pick up the gaunt, let me tell you all I REDID.
1-Remove all versions of the TI software.
2- Reload TI 11, which has a valid license.
3- Create the SZ
4- Implement the Recovery manager
5- Follow carefully every step to get a Recovery Disk (ISO file)
6- When it failed to do it, then
A) I tried 4 different CD R_W
B) Tried 4 different DVD R-W
Note: I didn't care if drive A was working, as I would have ended up needing more diskettes than I have.
7- Downloaded TI H11 and installed it. Like TI 11 before, I choose the FULL version.
8- Repeated steps 3-6 B). SAME results
To complement this information package I 'm sending you two attachments, where you can see the errors shown when using TI 11 and later on TI H11.

Reading 5), 6) and looking at the screenshot, assuming D: is a CD-ROM, I have a strange feeling that you're trying to place an iso image as a file (.iso) on a recordable disk. This is wrong. Either create .iso file on your hard disk and then burn it, or specify the recorder itself as a target for image creation. If there is no recorder listed, detemine why.

Hello Hector and dev-anon,

Thank you for your comments, and many thanks to dev-anon for help!

Hector, thank you for the information provided. I'm very sorry for you've had this inconvenient experience...

The "Device is busy" error indicates that our software cannot access CD/DVD-ROM as it's being used by some other third party software. We have 2 ways of solving the problem: 

1. Spend time on finding our whose drivers are accessing the CD-ROM
2. Find an alternative way to create a bootable media

Should you decide to proceed with the 1 scenario, please gather

1. Procmon
2. Acronis Info

submit a support request with the information attached, and let me know its number. I'll make sure it's handled in a proper way.

Should you decide to try and create a bootable media, please do the following:

1. Download the ready ISO file as specified here: http://kb.acronis.com/content/4828
2. Burn it onto the spare CD as specified here: http://kb.acronis.com/content/1810

This should help you to obtain the latest updated version of the bootable media.

Please let me know your questions or concerns, I will help.

Thank you.

Hello Yana and dev-anon,
I would like to dwell on the comment made by dev-anon. The reason being that he is clarifying an issue for which I never had an answer until now. What dev-anon is saying, and please correct me if I'm wrong, is that the TI software, not matter which version it is, is not designed to "burn" an ISO file in a recordable disk. I was under that impression because many "moons ago" I was able to do precisely that. Now I wonder if the presence of the Nero software at that time was somehow the reason.
I have XP burner as a "burn" program. How I can point to it when I try to create a Recovery Disk? Sorry for my ignorance on the subject.

Dear Yana I downloaded Acronis info, but I think that the clue to my solution is to learn how to get the XP Burn to get involve in the process or to burn the requiere program to another HD. Anyhow, I wouldn't know how to find the program in my computer.

Please, tell me if you understand my comments. Not being an expert on software might make the comment cloudy.

Hector,

Do you have OnCD or any other CD burning utilities running in the background, especially the ones like OnCd that allow drag and drop onto CDRW's? If so, these in the past have clashed with TI when it is trying to access the rewritable drives.

It can create images on recordable drives, but if for some reason it thinks that there is no recorder (e.g. CD drive it sees is not a recoder), it will not appear on the list. See http://www.whatsabyte.com/P1/create_cd.htm ,4-th screenshot, "media type selection", and the 5-th one, "creation parameters" in the summary. In your screenshot, "target media" contains path, and it makes me think that you selected "ISO image file" and specified your CD-RW drive letter as the destination. If you have a line similar to the first one ( G: select it. If not, use 'ISO image file' option and place the .iso somewhere on hard disk.

hi dev-on,
I'll try to digest your comments. THANK YOU for your time and effort

ColinB,

Idon't have OnCD. I have XPBurn. No drag and drop.

Hector Gasquet wrote:

ColinB,

Idon't have OnCD. I have XPBurn. No drag and drop.

OK, does XPBurn run in the background with a tray icon?

If it does just try closing it down and see if the CD/DVD drive suddenly becomes usable with ABR10.

Colin B, Yana & dev-anon,

As suggested by dev-anon I looked at the information on whatsabyte and when I read it I remembered that my list of options wasn't so profuse. Sure enough, I had ONLY two options: ISO file or 31/2" disk. Couldn't beleive it, so I run REPAIR (software) and nothing changed.
I added an external USB HD (E:\) but not even that was shown.
That explains why I decided to choose the ISO choice. The menu for Media Selection has a heading staying that I could use a CD drive or external USB drive, but the software doesn't recognize there existance.
I think this situation created my problem.

Thank you again dev-anon for sending me to that page, otherwise I would had never reacted to minuscule number of options, actually one usable media: 31/2" disk.

This new situation is like: "hey, let's start over", I think.

PS: I looked at BIOS and it reconizes the drives.

Any suggestions?

cdrecord2 is located in Program Files\Common Files\Acronis\CDRecord and is used by TI to record bootable media on cd.
If you created bootable media's .iso file somewhere, you can try this
cdrecord2.exe -scanbus
This will output list of devices, find you burner there.
Substitute 1,0,0 with your actual recorder location.
This will record the .iso on CD -
cdrecord2.exe dev=1,0,0 bootablemediafile.iso
if not, post the output here and output of this command -
cdrecord2.exe dev=1,0,0 -prcap

dev-anon,

Went to CommonFiles\Acronis\CDRecord. Asked for details on files, but I didn't find any exe file listed. Only cdrecord file application.
I try to open but it didn't

Hector,

It has to be done from a command box.

So assuming you don't have a shortcut either on your start button or desktop, press the Windows button + r and then type in CMD

You will probably start up in your user directory c:\documents and settings\your user name .

Type in 'cd \ ' This will get you to the root of your 'C:' drive. Then type in 'cd c:\program files\common\acronis\cdrecord ' this will move you into the cdrecord directory. Next type in 'cdrecord2.exe -scanbus' as Dev-Anon said.

Attached is roughly what you should be seeing, note I'm using a 64bit OS which is why mine says Program Files (x86) you won't have this directory/folder if your XP is 32 bit.

Also make the files that Yana asked for, just in case there really is a problem with Acronis drivers clashing with something else.

Colin,

I have a 32 bit version. This, I know. As a picture = 1,000 words, I attached my Root directory, highlighting CDRecord Folder.
It's clear to me that the file cdrecord2.exe is MISSING. It doesn't matter if the OS version is 32 or 64 bits. Am I right?
If an exe file is missing I think TI is NOT going to bother showing the CD in the media options.

I never learnt digital in College, but, to me, the program is missing an important file. Trying to get the Recovery Disk to identify the CD is like "kicking a dead burro".
You, and the rest of the people trying to help are ALL very committed and perseverant, but I don't want to find a way around. I like TI to sell me a product with all the necessary files. Is that asking too much. Three days from today I'll be 80. I'm not looking for challenges, but easy solutions.
Anyhow, I'll be listening

Hector,

It isn't missing, it just looks as though it is because you don't have 'display known file types' in Explorer enabled. It is the first entry in the list in your screen shot, check the file size against mine. I've just checked how it appears in my copy of XP and it is the same as yours 302KB

I only mentioned I was using 64 bits with the intention of you not querying why my files paths were going to be slightly different to yours.

What I do wonder though is that you say you upgraded to TIH 2011 from v11, the file entries on your system show an installation date of 2008, I would have expected them to show the date when you installed version 2011.

I also see you look as though you are using a Dell computer/laptop, it might be possible there is a Dell utility running in the background that is causing the problem.

Now you have confused me, you scribbled

Trying to get the Recovery Disk to identify the CD is like "kicking a dead burro".

is this just a slip of the keyboard and you are still referring to the Windows True Image and trying to make a recovery CD or are you really referring to the recovery CD not being able to see your drives or read a CD?

Have you made the reports asked for by Yana? These aren't to provide you with workarounds, we're trying to find out what or why your system is behaving as it is, once that is established things can move forward.

Colin,

Sorry. After 49 yrs in the USA I still have the tendency to use expressions that are foreign to the American ears.
Yes, it looks that with so many remove and downloadings I did end up with the old version. I remember that at one time I was trying to evaluate the old version (TI11) to see if that one was able to create the Recory Disk.
Yes, I'm using a Dell computer (Optiplex GX270).
As far as I can tell I don't see any utility running in the background. How can be sure?
Report. I did download the Acronis info. It run and flashed the result, but couldn't read it.
From hear on I will follow your instructions and overcome the frustrations I feel.
This is what I propose, and you tell me if it's OK, or modify it.
1-Correct the Explorer, so it shows all files. Question: How I go about this subject?
2- Restore the TI Home11 versio. How you suggest I procede?
3- You teach me where the report will be avaibable after I install TI H11 and run Acronis info.
Is it a good way to put a "stake on the ground??

Thank you

the file entries on your system show an installation date of 2008, I would have expected them to show the date when you installed version 2011.

They seem to have their own date, e.g. 12/6/2010 for cdrecord2.exe from the latest 2011 build, no matter when it was installed.
ps - another wild guess - wnaspi32.dll's like to conflict with each other when every recording software brings its own one.

DEV-ON,
You have been great, but just not to go in several directions at once I will wait for Colin to restore order to the process by indicating what he wants me to do and HOW

Hector,

To enable the viewing of file types do the following (I'm at work at the moment so can't post screen shots).

Click on:

1.Windows start button select Control Panel

2. When looking at control panel double click on Folder Options (the contents of control panel are in alphabetical order).

3. With Folder Options form open click on the View tab.

4. Scroll down the list and untick Hide extensions for known file types

5. Click OK, close control panel. Windows Explorer should now show file extensions alongside the file name.

Would you confirm that you want to return to TI version 11 and not use the current 2011 version.

Excellent. You do know computers. I never knew I had to work on the File Option.
I show, as you anticipated, the exe files. See attachment.

I would like to go back to TI 11, as the new software has options I don't need.
Having said that I'll wait for your next suggestion. If possible let's move and confirm, so we both know where we are in the process.

Thank you again

Colin B, dev-anon, Yana,

Today I decided to Remove the only version I had in the computer, TI 11 and download it again. This time as shown in the attachment, I decided to go Adobe AIR\Resources Clicking the exe file airappinstaller.exe gave me the warning of a damaged installation.

Consequently, if any of you know how, please help me get:
1- A refund for the TI 11 Home (the latest version I bought at the end of Dec. 2010)
and
2- Get a CD (I'm willing to pay for it) with the TI 11 version.

There is, somehow, a question that comes to my mind: Hpw come I never had any trouble before downloading software?

Any feedback and/or answers will be DEEPLY APPRECIATED

Thank you, again

Hector,

I'm really confused by your last post. What has Adobe AIR to do with your Acronis True Image problem?

Can we make sure we are always talking about the same version of True Image, you mention purchasing at the end of December 2010, so you are referring to TIH 2011 at this point not TIH 11 correct?

To get back to your post #27, if you wish to uninstall TIH 2011 and re-install TIH 11, I would uninstall 2011 as you would normally uninstall the program via Control Panel\Add Remove Programs (that is for XP users only), download the Acronis 2011 clean up utility (only because you are wanting to return to a very old version), reboot the PC, re-install TI 11.

As far as download corruption, there are many glitches that can cause that, the answer is to redownload at another time, unless there is a memeory or disk problem with the PC it should succeed. There is of course the possibility of the source file itself being corrupted, but no one else has reported that problem.

If the only problem is that of making a bootable rescue CD directly from True Image 2011 there are two other approaches that can be tried.

1. Instead of burning the rescue media directly to the PC you could choose the option to make an ISO and then use your burning software either XP's inbuilt or whatever you have installed on your system to burn that to the CD. If using the XP inbuilt CD software fails, then there is possibly something not right with your XP installation. Difficult to tell from my side of the Pacific ocean.

2. Download the ISO version of the rescue CD from your account, this would be the 2011 version and then ditto above.

To get a refund for 2011 you need to contact Acronis Sales there is a link under Support in your account.

Colin,
I could have swear it was Acronis. Getting old is no fun.
In any case, let me know what I tried.
1- Redownload the TI 11 version
2- Try again making the Rec Disk, this time entering the bootable media parameters just copying each and every step between C:\ untill I ended up with the cdrecord2.exe
I got the same response as before

Does this helps you? If not show me another way, and SORRY for the mistake.

Hector,

In your last post it looks like either a Vista or Windows 7, what OS are you using? I had mistaken your use of the XP Burner to mean you were using XP as an OS.

TIH 11 (that is True Image from the year 2007/8) won't work properly on a Win 7 machine.

TI 11 in your case does not expect to have a path entered in the Command Line Parameters box, this is for entering special instructions in the event the TI Linux version can't boot your PC. Don't highlight the 'Media Start Up Properties' only the top choice 'Bootable Media Selections' and just press enter.

True Image gets the available media to record to from Windows itself.

For the moment select the ISO option under the Media Selection menu, then use your CDBurnerXP software to burn it to the CD.

As an aside, you mentioned in a previous post that you had run an Acronis report and it had 'disappeared somewhere', is that the report in the zip file on your desktop top left corner or is that the download file?