Unsupported hard drives problem

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I have home 2009. I make a full backup about once a month to an external hard drive. I have just tried to restore a backup that is about a week old after a disaster.

I booted up with an Acronis boot disk I just created using build 9796. The boot disk comes up fine but then it give me a message about "unsupported hard drives."

I use several different external hard drives to make my backups and tried each of them. I got the same error message - with each of them as being "unsupported hard drives."

Now, here is the kicker.  I have an older Acronis Boot disk from an earlier version of Acronis Backup and I booted up with that disk and it immediately recognized all of my external hard drives!  Of course, I cannot use it to restore the backup I made with Home 2009.

Does anybody know of a solution before I spend money with Acronis support to get their software working properly?

Thanks - Bruce

ven 18/09/2009 - 22:05
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The Linux rescue environment gets changed sometimes with a new version and this appears to be what has happened. As a general rule the TI2009 supplied environment was relatively good at hardware support but not for you.

You can contact Acronis via Live Chat and they will hopefully provide you with a new .iso that you can burn to CD which will support your hardware. The other option is to use the Acronis TI2009 plugin and make a BartPE CD. This is a Windows environment and if that is insufficient, it also permits adding any needed extra drivers.

ven 18/09/2009 - 22:23
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Hello Bruce,

Thank you using Acronis Products
Please download ISO image from your account under Registered Products and create Acronis bootable disc using third-party software. ISO image is based on different loader which has more embedded drivers, it will certainly solve the issue you experience. If not please let us know.
You can find more information on how to burn an ISO image to a CD at:
sam 19/09/2009 - 06:50
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Dear Dmitry,

Thank you for reading and responding to my problem. I went back to my account and downloaded "bootable media" forTrue Image 2009 home
which was an iso file, "TrueImage2009_s_en.iso."  I created a disk with it and booted, no problem. However I still get the "unrecognized drives" error, and this with two different external hard drives. 

Both of these drives are recognized by my True Image 8.0 boot disk, but of course I cannot use that disk to restore a backup made using Home2009.

Now, here is something interesting. If I boot up without ANY external hard drives attached, I get the same error!

Any more help would certainly be appreciated. I am anxious to restore from my backup of ten days ago.

mar 22/09/2009 - 04:50
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Have you tried the quiet acpi=off noapic option detailed in Section II of the Read Before You Post thread?

Does TI 2009 see the internal drive(s) correctly?

When are you getting the error? When TI starts, when you try to access a drive, etc?

Do you know what chipset is used in the computer?

Is it possible to install the desired external drive internally (assuming TI can see the internal drives)?

If the external drives are USB:

  • Are you using rear USB ports?
  • If the BIOS has a Legacy USB option, does it make a difference if it's enabled/disabled?

Have you tried the SafeMedia version of TI 2009?

mar 22/09/2009 - 05:52
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Okay, tried the "quiet acpi=off noapic" function. No luck. Even with NO external hard drive attached I still get the message "unsupported hard drives."

I have a Toshiba TECRA laptop, about two years old. My chip set is Intel core 2 Duo T7500 @2.20 GH.

I am not familiar with the SafeMedia version. How do I get it and is it really worth trying?

I don't know if my BIOS has a Legacy USB option - sorry.

mar 22/09/2009 - 13:03
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Might be worth a try but my understanding is that safe version will not see USB drives.  If you do download it and install it you will need to create a new Rescue Media CD.  See attached jpg.

EDIT: Being curious I just tried booting into the Safe mode using TI-2010 and my USB drives are not visible.

mar 22/09/2009 - 21:35
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
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When using the Safe Mode (SafeMedia) version of TI, it depends on the BIOS to provide support for USB drives. If the BIOS detects them and allows BIOS-level access to them as standard drives, then TI should also be able to see them. Access is usually quite slow using this method, but it can be helpful when nothing else works.

mar 22/09/2009 - 22:22
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Thank for your interest and suggestions, guys. I contacted Acronis support via "Live" chat and spent an hour, mostly waiting, for a clueless tech to help me with the problem. He kept asking me to wait while he "investigated the problem." He asked me no questions like "what version are you using? what kind of hard drives do you have? what operating system? what service pack?"

His solution at the end was to ask me to re download the boot software (suggested above) and "try again." 

So I gave up and completely reformatted my hard drive and I am reinstalling all my software now.

What a waste of time it has been to make all these backups with Home 2009 and not be able to restore them.

sam 26/09/2009 - 07:07
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Here is an update on my situation. Acronis support wrote me back and said "your case 00323476 has been escalated to a tier 2 support professional. This was made to expedite the resolution of the current issue." That e-mail came in on September 29.

NOT A PEEP FROM THEM SINCE THEN!

I have e-mailed them three times since to see what the plan was - with no repies.

In disgust, I wrote them back today (for the fourth time) in which I said,

"Okay, I am out of patience. Over a month ago you promised to 'expedite the resolution of the current issue.'

I have not heard one peep since then. I have written you three times since then and received no response of any kind.

So I give you 48 hours to now respond. If I do not hear back from you in that time I will go to Amazon.com and put in a customer review of your software that will make your toes curl."

And that, my friends, is exactly what I will do. I hate to resort to threats but Amazon.com customer reviews carry a lot of power and a description of this problem and the lack of support will have an impact. It is the only way I know to fight back.

Demitry, perhaps you can stir the pot a little and get some action on this for me?

mar 03/11/2009 - 00:07