ACRONIS SUPPORT
What does it take to get support at Acronis? I submitted case 00524089 over a week ago. 2/18/10
Every time I contact support thru webchat I get ignored.
Acronis, Please respond.
Jon M
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This has been an ongoing issue now for over a month.
This is my enviroment
Xp Pro (fully patched and current)
2 x 250GB HDDs - Disk #1 partitioned C:\ & D:\ - Disk #2 partitioned X:\
1 1.5TB HDD partitioned as Y:\ This disk serves as my .tib repository
I have 2 backup jobs
Job #1 Backs up physical disk 1 containing C&D
Job #2 Backs up Physical disk 2 containing X
Both jobs backup to the 1.5 TB disk lettered as Y
C:\ is the OS
D:\ is Data
X:\ is Data
Physical Disk 1 is internal IDE
Physical Disk 2 Is internal IDE
Physical Disk 3 Is internal SATA
All Controllers are on board an intel MB D865GBF, no riser or controllers are in use here.
For over a month now I have not gotten a single day with a clean backup, all fail with this corruption issue.
Here is what I have tried to test / remedy this
Backups fail under version 2009 and 2010, all fail with the same error code. I purchased 2010 version thinking there was an issue on the 2009 version.
Backups from bootable media versions 2009 and 2010 also fail; same error.
Validations of said backups also fail from within the OS or the boot media.
I have done a low level format of all disks with the exception of Y:\. This disk is only 1 week old. The previous Y:\ disk was a 750 GB disk backups also failed when saved to it. I replaced this repository disk thinking that was the issue.
If I run a manual backup, I would say that only 1 out of 10 validate. All scheduled jobs fail after 2 backups, either do to an issue with the first backup, or the next differential, or incremental.
I have been using True Image for years since version 7. I have never had any issues like this. I see all kinds of issues like this googling, all say to run a chkdsk /r. I have done this from a cmd prompt, from bootable install CD, from ERD commander, BartPE, and from safe mode. All pass without finding an issue. I would think that after checking the disk in so many ways that I have ruled out an issue that Check Disk could find/fix. After the low level format of the disks, I did a restore from one of the few “known good” backup TIB’s that I do have.
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My main frustration here is that I have never gotten a call or an email from support, and I opened that ticket on the 18th. I have sent in everything I can think of on that ticket, and no reply. The Chat support is a waste. All they are doing is following a flow chart and giving up when they hit the end.
Message to ACRONIS.
I WOULD GLADLY PAY FOR SUPPORT, IF YOU CAN FIX THIS. It’s not like I want something for nothing. I don’t expect this to be solved over night either. What I do and would expect is SOME form of communication. Looking at other posts regarding support, my hopes are fading here.
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OK, so you have the same problem whether the image is attempted in Windows or from within the Linux environment.
TI will always make the image it just won't validate them. If that statement is correct, will it restore the images it won't validate?
Are you using anything other than 'normal' compression?
Are you using file compression on either of Disk 1 and 2?
Does imaging Disk 1 to Disk 2 or the otherway around work?
I'm thinking here that perhaps TI is having a problem with the S-ata controller - though can't see why this should be, especially from within Windows.
The other test that would be worth while is to run memtest86 on your system - for at least 12 hours, 24 will be more preferable. It would mean your PC was unusable for this period - so late evening and overnight would give it the best chance with the least disruption to you.
All the TI imaging products test RAM modules to their limit, it requires only a moments flakiness and TI will either not make an image, or fail at the validation stage - one wrong bit alters the checksum and TI will declare it invalid.
Your RAM may well work without causing any problem with large CAD programs or games, but as TI uses RAM extensively during imaging it will soon show up.
Following a hardware theme for a moment, it would be worth checking that you have no power supply capacitors that are showing signs of bulging at the top or have a brown goo oozing or dried on the top. The 'caps' are cylindrical will be vertical, down one side will be either arrows or a black line. The ones to check are the tallest ones, though lower value ones may also suffer from heat and the drying out of the dialectric paste that is inside them. A electricaly noisy power supply could also cause this problem, though you'd also be suffering other symptons here (normally), data loss, computer switching itself off, screen refresh taking ages, mouse pointer sticking.
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Took your advise, and what do ya know, I have a bad DIMM. I ran Microsoft’s Memory Diagnostic ISO, and it hit a failed cell within the first 5 minutes.
To be honest I never considered a memory issue, due to the workstation being rock solid, no BSOD's nothing out of the ordinary. I'm not a gamer, but do run several (8) VM machines simultaneously from VMware. The machine is pegged on resources probably 40% of the time it’s up. Being that I have never seen an issue with stability I never thought about a memory issue. I did look for bad caps and stuff like that right off the bat, I have seen that many of times on machines that are not mine.
Much appreciated your comments and assistance. New DIMM’s are already on order from Newegg.
Again much thanks, sometimes the most difficult issues are cause by the most obvious things.
Still a bit PO’d that I never heard a thing from Acronis. At one time the support was much better than this.
I guess it’s a good product; if you never have an issue.
Jon
Keywords for future users looking for help with the same issue
0x70020
Tag
=
0xF5F8CBCF76155638
The archive is corrupted
Error (code) 5
0x640005
Module 100
Operation has completed with errors.
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Glad it's solved.
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