1620: Removing Acronis SnapAPI Drivers

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Hello, I will be performing the steps necessary to remove Acronis manually from my machine to upgrade to the current backup software.

I have two questions though.

1- On this article (http://kb.acronis.com/content/1620), at the bottom it says:
More information
(!) If you are using an NT-based Windows operating system (Windows NT 4.0 and higher), do not delete the driver files (SnapAPI.dll, Snapman.sys) manually. This will make the system unbootable even with the "Last Known Good Configuration" option.

What exactly does this mean? Can you clarify it for me.

2- Is phone support available on a Saturday?

Thu, 06/24/2010 - 19:41
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Hello Brian,

Thank you for your question. I will definitely help you with it.

First of all, the SnapApi drivers are responsible for low level hard disk operations during backup. If they are improperly removed the system may become unbootable.

I am sorry our Knowledge Base is not clear enough on the last point and I will ask our KB team to correct it. Please allow me to explain.

For example, if you tried editing the registry and accidentally removed the current registry branch, with Last Known Good Configuration that branch will be restored. However, if you deleted the driver files (SnapAPI.dll, Snapman.sys), the system will be unbootable because the current registry branch will try to look for these low-level drivers, will fail to find them and fail to boot with a BSOD. The Last Known Good Configuration restores registry branches but not files. This was written as a precaution and hopefully my explanation made it clear.

We definitely offer phone support on a Saturday, this will depend on the type of your support program. Please check this article for additional information.

Should you need additional help, or have any other questions, please let me know.

Thank you.

Fri, 06/25/2010 - 13:17
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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As for Step 4 (Remove Acronis SnapAPI Drivers.) that in the event that the setup is on a Small Business Server 2003, what is correct steps to perform from KB article 1620 ( http://kb.acronis.com/content/1620 ).

All, none, some, which ones? Can you please be as specific as possible.

Thanks

Wed, 06/30/2010 - 19:05
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hello Brian!

Thank you for your question, I will be glad to help!

The steps are specified each for specific OSes, so in your case you need the one that describes solution for Windows 2000/XP/2003/Vista/2008/ 32/64 bit and Windows 7 32/64 bit (third step from the top).

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, 07/01/2010 - 08:55