TIB file creation size larger than source.

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I've purchased hundreds of Snap Deploy 3 licenses with "Acronis Advantage Premiere". The ONE time I want to actually talk to someone on the phone about an issue I can't get the phone number. I login to my Acronis account and go to the support page. Click on 'Start Here', 'I am using a full version of the produc', select 'Acronis Snap Deploy 3 for PC's', and click on 'I have already purchased a support program'. The last screen asks for me to enter my Order ID and Billing Email.

First problem, is that there is no Order ID listed on the email receipt or PDF receipt anywhere. There is a Reference Number and Invoice Number. Please get your nomenclatures corrected.

Second problem, I try entering both Reference Number and Invoice Number into the Order ID field (and filled in billing email field), and when I click the arrow to advance I get nothing. There is a "?" in the status bar at the bottom of the IE screen. WTH is up with that?

And why can't I download the latest bootable media for SD3 directly from my account? It only has 3329, which came out in November of last year available?

For some reason, with my Dell D531, the tib file created by SD3 is 47 GB. The ENTIRE used space on the laptops drive is only 20GB!

I'd really like some answers to these questions.

Wed, 07/21/2010 - 17:42
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hello Chris!

Welcome to our Forum, we're glad you've joined us! I'd also like to thank you for sharing your concerns with us. We believe that every Сustomer that complaints is giving us an opportunity to make things right. And since we incorporate this feedback into our approach, we will be better able to meet clients needs and thereby be more successful in our venture.

I entirely understand your concern and will be glad to shed the light to the situation.

I've carefully checked your licenses, and I regret to inform you that the support program that was included into the purchase expired at the beginning of this month (support program is an annual agreement and expires in 12 month after purchase). That's why our system doesn't provide you with an ability to contact support directly. I completely understand how inconvenient and upsetting the situation can be.

In order to renew support agreement you need to contact our Sales department (send me a PM, I will help you with it, if needed). In other cases you can use our Knowledgebase and Forum. You can find the list support agreement and options for each of them here.

Actually build 3329 is the latest one. Every time we release a new build of the product, it is uploaded to Customer's account. So in case you see build released in November, it means that there were no updated since them.

We do contantly patch the products, but we release the updates more often only in case there are some glitches in the code or minor/major issues, that requires fixing. Should there be no major problems with the build, no update is release.

Currently we're working on a new build of Acronis Snap Deploy 3 since we need to add some new drivers to it, but still there are no timeframes of it release available.

Back to the problem itself: 

Unfortunately due to the lack of information it is hard to identify what exactly went wrong, so this situation requires investigation. Could you please provide us with the following information:

  1. OS of the machine the image was taken from. If it's Windows then
  2. Windows System Information from the machine where the image was taken
  3. Acronis Info from the machine where the image was taken
  4. Type of creating an image (PXE/CD)?
  5. Acronis Info from the machine where PXE server and OS Deploy server are located

This information will help us to localise the issue and find an appropriate solution for it.

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!

Thu, 07/22/2010 - 15:37
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Yana, I will get you the requested info. I realize that the support portion of the license is only good for 1 yr, however, we purchase new licenses all of the time, and in fact purchase 5 or so on the past month. Are those 5 expired as well? Maybe I don't understand how the licensing works.

Fri, 07/23/2010 - 14:24
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Thank you for cooperation, Chris!

You understand everything correctly. The thing is that our system knows about the support license only in case the respective license (newly purchased) is registered to your account.

I've checked the data: currently you have only "old" licenses registered to your account. Just enter the new serial keys here, and this issue will be solved.

Meanwhile I'll be waiting for the diagnostic information from you!

Thank you once again for your questions and cooperation.

Fri, 07/23/2010 - 14:33
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Yana, the files you requested have been PM'd to you.

I am making an image of a Windows XP SP3 machine. Booting from Acronis Bootable CD 3329. Saving the file to a share on a Windows Server 2003. I have several other images that were created the same way with no problem. I am able to restore from this image, its just that is 4 times the size it should be.

Fri, 07/23/2010 - 15:22
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Dear Chris!

Thank you for the information provided!

I have carefully checked the logs and data, also showed it to the Experts team, and there are 2 possible reasons. But before I provide you with explanations and suggestions, I'd like to assure you that there's absolutely nothing to worry about: neither the image nor the machine are affected. All is working normally.

So back to our reasons:

  1. Encryption
    It's possible that in case there are any thord party encryption software installed, it's low level drivers are preventing us from correct contacting the drive, and thus the image is larger than expected.
  2. Defragmentation
    Since Acronis Snap Deploy is deployment-oriented product, it counts not only the space occupied but fragmentation of it as well.

Could you please 1. disable encryption software if any 2. run defragmentation on the machine in question and tell us the result?

Thank you once again for your attention and cooperation. Don't hesitate to ask any questions you need to be answered!

Fri, 07/23/2010 - 16:48
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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I'll try those suggestions out and report as soon as I can.

FYI, I do have an encryption software package installed on the image (TrueCrypt) but encryption has not been enabled on the image. I encrypt the disk after a laptop has been loaded with the image. I do have other images with TrueCrypt installed (and not enabled) that do not exhibit this problem. I also don't generally defrag a system before creating an image, but I certainly do after restoring an image.

Fri, 07/23/2010 - 17:54