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ClientRebooting

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Need help anyone out there. I have an image i am trying to copy to a client or several clients. Whenever the clients login to the server and i initiate the copy process of the image, the clients reboot. I am using snap deploy boot disks (created from 3329 all standard english ISO) to boot these machines. My case with Acronis is 00494571. I have a feeling this is simpler than what the associate made it out to be. Basically i have dummied down the process using the following steps: 1. Isolated the clients and server to their own switch with nothing else connected
2. Checked the image and set it to unicast as opposed to multicast
3. Configured ip settings of image to point to image server (default gateway).
4. Created multiple master images and different boot disks.
Still no dice with these client machines. The only difference between these machines and any other i have successfully image are that these are HP6000 Pro Microtowers designed to run Windows 7. The image is an image of an HP6000 with Windows XP installed. Any help would be greatly appreciated.

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Hello Dante,

Thank you for posting your question, I will be happy to help.

To find the exact reason of the malfunction we need some diagnostic files, please obtain them and attach to your PM.
1) Please proceed with the following steps to create Acronis OS Deploy Server log files:

- Launch Acronis Snap Deploy Management Console;

- Select the Manage Deployment option;

- Specify the credentials for connecting to the machine with Acronis OS Deploy Server and click OK;

- Click on the Show operations log button on the icon bar;

Select the date you need the log from and click on the Save log entry to file (diskette icon) button;

- Specify the path and the filename for the log file and click Save;

- Send this log file.

2) Acronis Snap Deploy 3 Agent logs. To have Acronis Snap Deploy 3 Agent logs generated, you need to enable the respective option when creating Acronis Bootable Media:

In Start menu select Acronis -> Acronis Snap Deploy Management Console -> Bootable Media Builder;

Select bootable components to be placed on the media, including Acronis Snap Deploy Agent;

In Acronis Snap Deploy Agent Network Settings check the option Store logs of the media to the deployment server:

The logs will be stored on the deploy server in \Documents and Settings\All Users\Application Data\Acronis\DeployServer\AgentsLogs

Send the logs.

3) - Open Start\Programs\Accessories\System Tools\System Information;
- Choose the "Save" option in the "File" menu (or "Action" menu under Windows 2000), enter the "File name" and set the field "Save as type" to "System Information File (*.NFO)";
- Send us the saved file.
We are looking forward to hearing back from you at your earliest convenience.
Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 
Thank you.

I think I am having the same problem. THe client reboots and the system does not go any further. I have connected two machines to a switch of its own. Let me know if u have a solutions

Hello all,

Thank you for posting, I will be happy to help. 

Dante,

According to the log files provided, the Agent connects to the computer and then fails to receive the feedback from it. Something (for example, your Firewall) blocks the access. Try to use the unicast mode instead of mulitcast mode. If this doesn't help, please obtain Wireshark logs, they will help to find the exact reason.

Please download the free Wireshark utility, install it and do the following:
1. Run the installed program from Start -> All Programs -> Wireshark;
2. Click Capture -> Interfaces... and click Start button corresponding to the network adapter you are using for our internet connection;
3. Reproduce the issue without closing Wireshark application;
4. Click Capture -> Stop after the issue is reproduced;
5. Save the captured data by clicking File -> Save as;
6. Send us the created log file.
This information would let us investigate the issue thoroughly.
Raji,
Please collect the files as it is described in my post #1 and attach to your response.

We are looking forward to hearing back from you at your earliest convenience.

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

Oleg i will run the wireshark as i have already set this to unicast mode. However, my concern is that there is no firewall between the server and the client. Remember this is a dedicated switch with only the client(s) and server connected to it. The switch is a dumb linksys type and the clients boot to an acronis boot disk with no OS. Last but not least the server doesnt have a firewall running. I will setup another image copy with 2 clients and get the following: client, server, and wireshark logs (from the server), as the client doesnt boot to an OS, therefore i cant install wireshark on it. Thanks. If anything else lemme know please....

Oleg,

I am unable to try a deployment due to licenses being taken up. At the beginning of this debacle i had 6 available licenses. Each time i tried the deployment (twice with 3 client machines) it took up a license. Now i have 6 computers to deploy with no licenses. Needless to say this has been a horrible experience. I just got off the chat with support over at Acronis and the support rep told me my previous case 00494571 had been escalated and that i couldnt reclaim my licenses until someone contacts me. Well guess what, its been a week. I am very disappointed with the customer service and level of attention that Acronis displays toward it's customers. The previous support rep even told me she would monitor the case. LOL....

Hello Dante,

Thank you for your responses.

Every license was assigned to the NIC card of the computer you tried to deploy to. You are able to deploy the image to the same computers on which the operation failed. 

I will assign the case you have mentioned to a Tier 2 staff to resolve it for you, it looks like it is more convenient to troubleshoot the issue via e-mail. 

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

 Hello Dante,

Could you please collect the following information?

1) Please provide us with the screen shot of Acronis License Server where the licenses are well-seen.

If you are not familiar with making screen shots, please read the below step-by-step instructions.
- Get to the window which you want to make a screen shot of;
- Hit the (Alt+)PrintScreen button on your keyboard;
- Run Paint usually available in Start\Programs\Accessories or another graphics application;
- Choose Paste command in Edit menu;
- Save the result picture in JPEG format being preferable.
2) Please make sure that the licenses were assigned correctly:
Boot from Acronis boot disk, wait until  the program window appears, hit Ctrl + Alt + F2.
You will get the "boot:" prompt. Type ifconfig and make a photo of the outputs. Please obtain the info from all computers you tried to deploy the image to..
3) Please copy the following folder:
C:\Documents and Settings\All Users\Application Data\Acronis

Please upload the files to our FTP server, I am sending the credentials via PMs. 

We are looking forward to hearing back from you at your earliest convenience.

Thank you.