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True Image 2019 Wizard

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The Wizard identified my full backup on a 2tb Seagate backup drive. However at the next to final step, “select destination of disc 1, my hard drive was not available as a destination. Suggestions on what I might have done wrong

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Ronald, welcome to these public User Forums.

See KB 2201: Support for OEM Versions of Acronis Products which applies to all OEM versions of ATI supplied with hardware purchases.

Sorry but what exactly are you trying to do here?

Are you making a backup or trying to do a recovery or restore?

How are doing this?  From within Windows or by using rescue media?

Steve Smith wrote:

Ronald, welcome to these public User Forums.

See KB 2201: Support for OEM Versions of Acronis Products which applies to all OEM versions of ATI supplied with hardware purchases.

Sorry but what exactly are you trying to do here?

Are you making a backup or trying to do a recovery or restore?

How are doing this?  From within Windows or by using rescue media?

My computer will not load Windows . I am trying to restore from the backup stored on a Seagate usb drive. I downloaded rescue media because the one I made in the program did not load the standalone Acronis but the download did. Followed all the steps and was ok until the next to last step.

Ronald, does your Windows disk show at all in the list of disks even if it is greyed out, or is it missing from the list?

What type of disk drive is the Windows disk?  Is it a normal SATA drive or is it a NVMe PCIe type card drive?

Thanks Steve, it shows the backup drive where, same drive where the backup is located, greyed out . The Windows drive I assume is a normal SATA, original drive in the Gateway DX desktop

Ronald, please can you post some screen images of Windows Disk Management showing both your backup and OS drive, plus images of the panels you are seeing. A picture being worth more than a hundred words etc...!

Steve Smith wrote:

Ronald, please can you post some screen images of Windows Disk Management showing both your backup and OS drive, plus images of the panels you are seeing. A picture being worth more than a hundred words etc...!

R u seeing the screen shots ?

Sorry but no screen shots shown in your post above?

To add files click on the File > Upload option then select the file(s) to attach.

Screen shots from my attempts to recover from Windows failure to load

Attachment Size
556849-206372.jpg 2.73 MB
556849-206374.jpg 2.9 MB

sorry, i have six screen shots but the upload function is not working for me

Ronald, there is a 3MB file size limit for attachments which I suspect you are exceeding given the 2 files in post #9 were 2.7MB and 2.9MB files, so close to the limit.

I use a free utility called IrfanView to resize any large image files to under 1 MB using the Ctrl+R shortcut, then saving the file back as the original name.

Steve, thanks for the tip, resized files from my session

Attachment Size
556915-206416.jpg 1.41 MB
556915-206419.jpg 937.68 KB
556915-206422.jpg 1.21 MB
556915-206425.jpg 1008.39 KB
556915-206426.jpg 2.26 MB
556915-206428.jpg 1.1 MB

Ronald, thanks for the resized images, the key issue here is that only one disk drive is being shown and that is your Seagate backup drive with your backup image files, not the disk drive that you want to recover the backup to!

Can you still boot into Windows at all on this PC? 
If yes, then please look at Windows Disk Management to check what your internal Windows OS disk drive is?

If you can't boot into Windows, then in the ATI 2019 rescue media, click on Tools & Utilities in the main panel, then on Add new disk and see how many disk drives are shown there?

Can you also confirm whether ATI 2019 is the full commercial version or is it the OEM Seagate Disc Wizard version?

There are several possibilites here:

Your internal disk drive is not being recognised by the ATI 2019 rescue media because it is of a type that the media has no device drivers for, i.e. NVMe SSD drive using RAID for the SATA controller mode when using the Linux version of rescue media.

Or the internal drive has failed completely if you are unable to boot into Windows?

For the first issue, you would need to be able to create the Windows PE version of the rescue media using the Simple option of the Acronis rescue media builder, which means you have to be in Windows to do so.

For the second, the drive would need to be replaced before a recovery could be done.

Steve, thanks again for your patience. no , I cannot boot into Windows, that is what started this journey. I reach the Wizard from either the disc I made in the Acronis App or the download rescue disc, both perform the same.

The Wizard add a disc function only shows the Seagate backup drive.

I also found Gateway Rescue discs I made per the PC user guide upon purchase of the computer. They will boot to the rescue screen but options to proceed are greyed out.

Attached are the screen shots from these attempts.

All points to your conclusion of a hard drive failure. i am now in real need for my PC and don't see an option other than Best Buy

Attachment Size
556965-206444.jpg 2.02 MB
556965-206446.jpg 2.93 MB
556965-206449.jpg 1.5 MB

Ronald, some further thoughts to throw out to you!

If you are comfortable to do so, open your Gateway DX desktop case and do a physical check for the internal disk drive, make sure the 2 SATA cables that connect to the drive are plugged in securely (remove and reconnect them one at a time).

If you know the actual model number, i.e. DX100 through DX6795, then you can go to the Gateway Support web site and see if you can download a reference manual (zipped PDF) with instructions on how to open the case, change components etc.  The manual will also have details on how to use the Gateway factory recovery tools.

Another option for testing whether your internal disk drive can be accessed is to boot from a Windows installation DVD or USB stick, but you would either need to already have this or else have access to another computer where you can download / create such media.

You can download the latest Windows 10 install media from the Microsoft download website as an ISO image or else download the Media Creation tool to use to create a bootable USB stick for use on other computers.

Thanks, I had located my manual on-line (DX 4730). I also used the Gateway rescue discs I had created to boot. I think I mentioned earlier the instructions or next steps were greyed out. No references to inside the case in the manual. I was able to open the case. Drive and cables were snug. the hard drive is a 1TB Seagate (small world). I ordered a 2TB replacement and will resume recovery when it arrives, hopefully this week if the hurricane doesn,t interfere

Attachment Size
557165-206529.jpg 1.04 MB

Ronald, in your latest image of the drive connectors, do you have the larger connector on the left connected to the black plug on the cable shown above - that is the power cable for the drive, the smaller cable connected to the drive is the SATA data cable - both are needed.

If both cables are correctly connected, then download the Seagate SeaTools for USB bootable media to use to run diagnostics for the drive.

Thanks again for your patience and tips on this journey. I am up and running ! I used the SeaTools usb maker and ran the diagnostics on my old drive. There are four tests and my drive failed the first two making it eligible for a warranty replacement . My backup Seagate passed all four tests. I reinstalled Windows from the Microsoft site and reinstalled ATI 2019 from my account. The recovery from within the Acronis app went without incident

Ronald, glad you got to the bottom of the issue with your Seagate drive and great that you got a warranty replacement!  Thanks for the feedback.