Universal Restore - checkbox not available

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 1
Comments: 1

I have been trying to use the Acronis Plus Pack add on for the sake of Universal Restore (restoring to dissimilar hardware).

Here is the problem I have run into: when I load the bootable media CD into the new machine, and follow the steps I was given by tech support to do the restore, the CHECKBOX for "universal restore" that they show in the instructions does not appear for me. I have already gotten the latest build of the bootable media from tech support and used that, but I am still experiencing the same problem.

I tried to generate the linux system report from the machine, but when i click "generate report", nothing happens. I even went and paid the $10 for 'pay per incident' phone support... but the number they give you leads to an automated system that after 5 minutes of automated prompts... hangs up on you! great service for $10.

I've tried the online tech support but they only have me try the same steps over and over again.

Since I tried doing a regular restore, I cant even boot up my new machine now.... acronis has not only stolen my $90 ($50 for TI, $30 for plus pack, $10 for support), but they've also broken my brand new computer. THANKS A LOT!!!

Posting my story here is my last shot at getting this fixed before I contact American Express to get my money back, and Better Business Bureau to have the company reported for bad business practices.

Thu, 12/23/2010 - 15:22
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Comments: 3268

Dear Joe,

Welcome to our Forum, we're glad to greet you here! I entirely share your frustration, and will be glad to assist you.

The issue you report can be related to many reasons: lack of drivers, OS detection in the image failure, faulty connection to the backup location, errors on the source or the target drive, etc. In order to solve the problem we need to localize the cause, thus the situation requires investigation.

I've managed to find your case, and from the comments left by SP I can see that you had a phone call arranged, and during the phone call you've gathered necessary diagnostic information.

  1. Recovery log
    (View Log -> Save all to file)
  2. Acronis Info from the source drive
  3. Acronis Report from both drives
  4. Windows Registry from the target and source machines
    Please do the following to take Windows registry from the target system (that is, the system to which the image was restored):

        * Create an Acronis True Image Bootable CD. The CD is used because in most cases the problem systems cannot boot into Windows.
        * Boot the computer under consideration from the created Acronis True Image Bootable CD
        * Create files/folders backup of \Windows\System32\Config\SYSTEM file
        * Send us the created *.tib file

    Please do the following to take Windows registry from the source system (there are two ways to do this):

        * You can perform the same exact steps described above for capturing registry from target system and send us the *.tib file
        * Or since the source system registry is already backed up as a part of a full hard disk drive or partition backup, you can simply restore \Windows\System32\Config\SYSTEM file from the image and send us the restored files/folders.

  5. BSOD message
    If the machine keeps restarting, press F8 on the start-up and disable Reboot upon start-up failure option

Unfortunately I cannot find this information attached or uploaded to the case or FTP account, and I would appreciate if you could kindly provide me with it. 

Be sure our Management team is notified about the situation, and will make sure that the case is handled in the best possible way.

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, 12/23/2010 - 20:26
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 5

i've the same problem!
with some images the checkbox "universal restore" appears and with other images the checkbox does not appear!

Fri, 01/07/2011 - 15:52
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 88
Comments: 4769

Hello wayne,

Thank you for your message. I will definitely take care of this issue for you.

There are several reasons for Acronis Universal Restore not getting prompted, for example: there is no OS in the backup or it is not supported by our software, the OS is not detected or there are errors on the source hard disk.

I would recommend to check the following troubleshooting guide and if you continue to experience this problem, please collect Acronis Report from the source system and contact our Support team.

If you have additional questions, please let me know.

Thank you.

Mon, 01/31/2011 - 12:24
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