Inability to browse any drive & select archive

Hello Fred!

Welcome to our Forum, we're glad you joined us! I completely understand the issue and will be glad to help you.

It's hard to say for sure due to the lack of sufficient diagnostic information, but it looks like the issue was caused by a glitch in SnapAPI drivers, which are responsible for accessing the drives.

In order to solve the issue, please download, unpack and install SnapAPI Build 526 on all the machines that you back up with the product. Should the issue persist, please gather the following information:

1. Screenshot of the issue (where browsing hangs)
2. Acronis Info

After that please kindly contact support directly with the information attached. Keep in mind that should there be any procrastination with the reply, you can always specify us the case number. We will do our best to speed up the process.

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!

Yana:
Thanks for your reply. To supply you feedback:
1. I installed SnapAPI Build 526, but didn't fix the problem.
2. I tried repeatedly to install Acronis Info but it errored out towards the end of installation-never got it to install. Can you help me resolve this?
3. Called support and they had me change the rights on Acronis Managed Machine Service to my one with network administrator rights. We were then able to see files on local C: drive but not network drives (still says loading). So got a backup onto local drive & then to had to copy the backup to network drive, but this isn't long term solution. It just can't seem to browse ANY network drives and only the local drive sporadically.
4. Still can't stop Acronis Managed Machine Service without killing it via Task Manager so something is clearly wrong.
5. The case # was 00795548 but I think they closed it.
6. What rights should other 2 services have? I gave same network administrator logon, but didn't fix the problem.

Thanks, Fred

Yana:
This is error from AcronisInfo.exe. I tried running it as administrator. Thanks, Fred

Problem signature:
Problem Event Name: BEX
Application Name: AcronisInfo.exe
Application Version: 10.0.0.11610
Application Timestamp: 4b917fed
Fault Module Name: AcronisInfo.exe
Fault Module Version: 10.0.0.11610
Fault Module Timestamp: 4b917fed
Exception Offset: 00009e0a
Exception Code: c0000409
Exception Data: 00000000
OS Version: 6.1.7600.2.0.0.256.1
Locale ID: 1033
Additional Information 1: d676
Additional Information 2: d676649a4dbc6e326fa7a3fd7ff8be82
Additional Information 3: 7d51
Additional Information 4: 7d5123daf42d8090fb50fee85386c6f1

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