Trouble with ABR Build 11639 and USB Drives

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I thought I should post this problem that I ran into when I upgraded to the latest build of Backup & Restore. I believe it is build 10.0.11639. The issue was that this release would not work with my Hitachi USB Drives. When I plugged in the drives, my Server 2008 R2 machine would tell me that the USB drives needed to be formatted. All attempts to format the USB drives would fail. It would also not let you go through the "safe" unplug routine, and would lockup the port and give a USB port error message.

By selectively stopping services, I was able to determine that it was the Machine Manager Service in ABR that was the culprit. As soon as I stopped that service, the server would correctly recognize my Hitachi hard drives.

I should also mention that I did several other steps before downgrading the ABR software, such as reinstalling the Intel Chipset drivers for the motherboard of my Dell R710 server, and also cleaning up the registry of the machine that holds the USB information. None of this worked, but stopping that service did work immediately.

The strange thing about it is that the lone Seagate USB hard drive that I have always worked and was recognized, and the 10 Hitachi drives that I have would not work regardless of what I tried. Since there is no drivers or firmware that is upgradable on USB drives, this is a real problem.

I had other issues issues previously, with the 10.0.11345 release where it would fail to delete older archives and give me a disk full message. That's why I switched. Apparently Acronis is very sensitive in how it interacts with USB drives.

I'M HOPING THAT A MODERATOR READS THIS AND FORWARDS IT SO THIS CAN GET CORRECTED. I did let the tech support person know this in an E-mail reply, but it never hurts to make sure.

Thu, 05/06/2010 - 18:39
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Hello Jeff Zylstra,

I would like to thank you for your feedback regarding this issue.

Our Development team is aware of this and we are currently working on a fix. As a workaround, updating to the latest version of our low-level SnapApi drivers fixes this issue. If you decide to switch back to build 11639, you can send a PM to one of our forum moderators and we will generate a unique link for you, from which you can download the SnapApi update.

Once again, thank you very much for your post!

Please let me know if you have additional questions.

Thank you.

Thu, 05/06/2010 - 19:14
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Thank you for responding, Anton. This does raise a couple of questions, however.

Since I worked on this issue for about a week with the "expert" support department and hadn't heard anything about the SnapApi driver fix, I'm wondering how and/or why a moderator was able to diagnose this issue within 40 minutes of my posting the question when I worked with several different techs to resolve this over about a week's time? I'm also wondering if the tech support staff shouldn't study and use the knowledge base a little bit more, since these are "real life" problems and solutions.

Second, thank you for the recommendation of updating the SnapApi drivers. I am wondering why the SnapApi drivers were not included in build 11639, and why wouldn't they be included in all future builds if they fix some known issues with the current drivers? Just curious.

Tue, 05/11/2010 - 14:50
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Hello Jeff!

Thank you for your questions, I will be glad to answer!

SnapAPI update is a common suggestion for cases when our product fails to recognise the USB drive properly, we on Forum use this solution at the very first step before starting the investigation just to be sure that everything is set correctly. We didn't know you wre already working with support department. But still I'm positive that support technicians had more information regarding you machine configuration and details of the issue. Thus I'm sure they were trying to resolve the issue basing on the information provided. Nevertheless we will surely check the cases assisgned to your account to make sure you were handled in a proper way. I will also forward your comments to the Management team for them to be aware of the situation.

SnapAPI drivers were definitely included in the latest build. The suggested link installs not the SnapAPI drives, but the update, designed for fixing issues with snapshot. In case you are installing the product over the previous version or onto the system where any additional backup or protection software is running, it is possible that our low level snapshot drivers will fail to get properly installed. SnapAPI update fixes this issue.

They will definitely be included into the next releases of the product - just make sure that there are no other low level drivers are active during the process of installation.

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!

Tue, 05/11/2010 - 15:24