Crashes when performing a backup from bootable media

Hello Mike,

Thank you for using [[http://www.acronis.com/enterprise/ | Acronis Corporate Products]]

Are you able to perform the backup under Windows? Do you experience the same behavior from within Windows?

I would recommend to create another Acronis Bootable Rescue Media based on ISOLINUX and see if the issue remains. We have implemented the possibility to download the appropriate ISO file after logging in to your account (the serial number should be registered). Please log in to your account, go to the Registered products section -> Bootable media. Download the file.

You can find more information on how to burn an ISO image to a CD here and here.

Please create the new CD and check the program functionality.

If the issue persists, please perform the following actions:

Please make sure that the memory module of your machine is not corrupt as this can be the reason of the issue.

Please download one of the archives depending on what media type you are going to use:

diskette
CD
USB Flash drive

Unpack the archive and create bootable media with the test.

After that boot your PC from the media and memtest will start automatically. When it is 100% completed, create a digital photo of the screen and attach to your next post.

Also please download Acronis Report utility available here and run it, create a report and attach to your post.

This would provide us with detailed information on the hard disk partition structure.

Thank you.

I don't know if the backup works from Windows because (as I said in my original post) I can't actually install the software on the machine I'm backing up. I will download the bootable media ISO image and try it. I will also download the memory test image and reporting utilities run them.

Ok, I have run the memery test - which was good.
I downloaded the report application and the file is attached.
Finally, I tried the downloaded boot media but it showed the same problem. When it gets to accessing those two tmp files the program crashed.

Hello michael porter,

Thank you for your response.

What is the size of the mentioned temp folders? Have you tried to cleanup them? If not, please do it and see if the issue remains.

About the partition backup. Please select another directory to place the backup archive to and see if the issue remains. You can use another USB drive or plug an internal hard drive (it is preferable). Let us know the results. This will help to localize the issue.

Thank you.

The two temporary file both show as being 0 k in size and I can't remove them because they are inside a directory that isn't visible in Windows. How do you remove files that you can't see? In terms of the backup destination, I am backing up to an external usb drive.

Safe Mode may make those files/folders visible.

Hello Michael,

Thank you for using [[http://www.acronis.com/enterprise/ | Acronis Corporate Products]]

To make the folder visible in Windows you can do the following: My-computer -> Tools -> Folder options -> View -> Show hidden files and folders -> Apply -> OK.

To find the exact reason of the issue please boot the system from the new ISOLINUX CD and select the second boot option (2).

Wait for # prompt to appear.

When # prompt appears, please type /bin/product/

Reproduce the issue and obtain the report in the following way:

Please insert a Flash disk (flash disk needs to be formatted to FAT32 file system) to a USB port, close the program window and issue the following command:

# cat /proc/partitions

This will give you the list of partitions/drives available in your system.

For example:
8 0 127744 sda
8 1 127744 sda1
3 0 80417183 hda
3 1 10241406 hda1
3 2 20482875 hda2
3 3 1020127 hda3

Flash drive's partition is visible as 'sdXY' (X - disk letter, Y - partition number). If there are some scsi devices in your system you may find your flash by partition/drive size. If the flash is partitioned it will bring the list of partitions as well.

Then you need to create a mount point for your flash and mount it.
# mkdir /mnt/tmp
# mount -t auto /dev/sda1 /mnt/tmp

There can be some warning messages but it is safe to ignore them. If mount fails you may try to use 'vfat' (if the flash is formatted to FAT file system) or 'ext3' or 'ext2' (if its formatted to ext3 or ext2) parameter instead of 'auto' .

Make a directory on your flash drive to save files to it:
# mkdir /mnt/tmp/sysinfo

Check whether the drive is mounted correctly for writing access:
#ls /mnt/tmp

This will give a list of files/folders located on the drive.

Save 'sysinfo' and unmount the flash drive:
# sysinfo > /mnt/tmp/sysinfo/sysinfo26.txt
# umount /mnt/tmp

Please, send us the created sysinfo26.txt file from the flash drive.

Thank you.

What do you mean by the, "...new ISOLINUX CD..."

The disk I made from the image I downloaded boots directly into Backup and Recovery with no options. Is this another image I have to download

Update: Uh.. nevermind the last question. I was having "Senior Moment". In any case I'm collecting the data and will post it shortly...

Mike...

A new problem has arisen:

I get to the # prompt and type in /bin/product/. At this point the program starts and I set up the archive operation that has been causing the problem. The new trouble is that I can never get back to the # prompt to complete the rest of the instructions.

Now when the archive operation crashes, it doesn't reboot the computer. Rather, the computer just hangs. I can no longer move the mouse and it doesn't respond to the keyboard, so I can't close the program window and follow the rest of the directions.

Mike...

Hello Mike,

Thank you for your response.

To get back to the # prompt you should use the following hot keys:

Ctrl + Alt + F2

To get to the GUI you should use these keys:

Ctrl + Alt + F1

Thank you.