Lost of USB Key under Disk Director 11

This sounds as though there might be a problem with the DD11 filters, but...

In either DD11 or Windows Disk Managament do the USB drives appear but just with no drive letter?

Does the drive letter disappear just when DD11 is opened, or ever since you installed it?

Have you tried running a repair install of DD11?

Do you have True Image installed as well?

Which build of DD10 are you using as it shouldn't allow itself (the last two builds) to be installed on W7.

Hello Colin,

Thanks for your fast answer.

• The USB keys names are not shown at all, neither the disk’s letters.

• Once the DD11 is installed, I just open de MS File manager, and the USB Keys are not present.

• I didn’t try to run a repair install on DD11, but I have installed it 3 times.

• Yes, I have Acronis True Image, when I said I restore my PC 3 times, I restore it with TI 2010.

• When I install DD11, I clicked on Check for Update; it told me that my program is up to date.

Thanks

Andre,

Could you look in Windows Disk Management and see if the USB key is listed there (right click on My Computer and select Manage), it won't have a drive letter attached.

How are the USB sticks formatted?

Hello Colin,

This is a long process, because I need to install DD11, make the test, and restore my drive C with Acronis True Image.

• After installing DD11, I plug two USB keys. I open the Disk Manager, and the two drives are there, a 4 GB and a 16 GB but without letters.

• On the File manager, there is no trace of those two USB Keys.

• When I install DD 11, at the end of the installation I received the following message:

(See attachment Acronis Os Selector)

• If I look in the task manager under Process, I don’t see this process. I click on Continue and DDI ask me to reboot to complete the installation.

• I looked in the Registry in HKLM\System\MountedDevices and all the demountable drives (G: and O: through T:) are there, but not shown in the File manager. N: is my DVD player and it is shown in the file manager. Here a copy of the registry Keys

(See attachment Acronis Mounted Devices)

• I don’t think that the format of the USB key is a factor, but anyway, both are format in FAT32.

Thanks

I wanted to make sure your USB sticks weren't formatted as exFAT32 - this would cause the drives to disappear in DD11, though not in Windows Explorer.

If the keys appear in Windows Disk Manager but without a drive letter, then I'd suggest adding a letter there and then see if everything behaves. Mind you, you should eb able to do that in DD11 anyway, but obviously you can't.

I take it you have OSS installed and activated? I would deactive it whilst installing a new version, then reactivate, if possible.

Problems like this are usually caused by the snapman driver not passing/forwarding the correct information for the drive/device.

Since you had DD 10 installed (which is not compatible with Windows 7) and TI 2010 have you checked that the driver is correct (that it's the "new" one)?

Also, what build of TI 2010 are you using? If it's not the latest (7,046) it's probably not compatible with DD 11.

Hello Colin,

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 Manny things to check. 

•  First, for OSS.  I know nothing about the Acronis OS selector.  I don’t remember to ever installed it.  My PC is mounted in dual boot with Windows function. 

       If I look in the list of installed programs I don’t see it.  Is it part of Disk Director or True Image?

 How do I remove it?

•  Last night, with DD 11 installed, I was not able to start True Image 2010 to check the build number.  I received the following message.

      (See the error message in the attachment)

So I decide to restore my disk C in rebooting.  When I press F11, at the Startup Recovery Manager, the system hang with the F11 message.  I had use the Bootable Rescue CD.

 This morning, I am back with DD10 and True Image is functioning properly.  By the way, the build number of my True Image is 6 053.

• Drive letter.  In Windows Disk manager, I can see the USB Key, but Windows prevented me to assign a letter to this Key.
• EXFAT32.  If I l look at the USB Key property, it is shown as FAT32, not exFAT32
•   Snapman driver.  I installed DD11 in the same directory than DD10.  I do know nothing about the snapman driver.  It is used by who?  And where can I find it? 
• TI 2010 driver.  Where can I find this driver, do you have a new one?  Is it the one that we found in the Device Manager?  The name is Acronis Backup Archive Explorer.  If so, I checked for an update, and Windows told me that it is up to date.

If you're not using OSS, don't worry about that part. It shouldn't be causing any problems. OSS is part of DD.

DD 10 is not supported on Windows 7. Some users haven't had problems (or major problems), but most have, including not being able to remove it easily. In addition, you're using an older build of TI 2010 -- one which was not tested for compatibility with DD 11. As far as I know, only the last build (7,046) was tested. There were quite a few problems reported by users when installing DD 11 with the older TI builds.

The snapman driver is used by both DD and TI. This is why it's important to have compatible versions installed. One program may be trying to use a newer or older version than it supports. The driver should be located in the C:\Windows\System32\Drivers folder as snapman.sys. On a clean TI 2010 install, I have version 3.8 build 517. On a clean DD 11 (build 216) install, I have version 3.9 build 534. Using DD 11 (build 2121) shows 3.10 build 573.

Updates for TI 2010 and DD 11 should be available in your Acronis account.

Hello Colin and MudCrab,

I downloaded the latest version of True Image 2010 and Disk Director 11. After I upgraded TI 2010, and I checked the version numbers.
• TI is at build 7,046
• Snapman is at version 3,8 Build 517

These two files were not at the right version.

Here what I did.
• Update TI 2010
• Then, I uninstalled DD 10
• Installed DD 11
Eureka

All demountable drives are there and when I insert a USB Key, it is shown in Windows Explorer. If I open DD 11, I see all drives including the USB Key with the right letter.

So everything seems OK. A big thanks for your help Collin and MudCrab

Andred

You're welcome. Thanks for posting back with what worked.