RESOLVED: Not seeing drives - caused by Roxio Creator DE conflict
I just bought upgrade to TIH 2012, now installed on a brand new Dell 990 PC (Windows 7 x64).
TIH 2012 cannot see any drives when trying to create a backup job. Tried updating SnapAPI to latest version 685 (per knowledge base), tried reinstalling, tried changing BIOS from IDE to AHCI, and then back to IDE. Nothing worked.
This started happening since TIH 2011 the last two updates, since then TIH 2012 got released so I thought the upgrade would fix it.
I did not work on it during holidays and now I cannot call support because 30-day limited support expired! :(
This was a fresh PC install, why would I want to clean up and reinstall?
Also, when I had ATIH 2011 and had this disk recognition issue, I tried various cleanup/reinstall methods without any luck. Now that ATIH 2012 came out, I thought a fresh install on a brand new PC wold solve the problem, but it did not. Is there another way to debug this?
This started happening since TIH 2011 the last two updates
There must be some change in your installed software (security software, disk maintenance software) that triggered the changes. It looks like some conflict between the low level drivers of ATi and that software...
Can the recovery CD see the disks normally?
If yes, try this:
- run msconfig,
- disable all non-microsoft services and startup items,
- uninstall 2012,
- reboot,
- reinstall 2012.
Can 2012 see the disks now?
The usefulness of a cleanup does not correlate with newness. It's a function of possible file or installation corruption, which can happen for any number of reasons. IF ati2011 was working at one ppint stopped working and now niether ati2011 nor 2012 will install and work correctly, it could be something went wonk in the program files or registry and a clean-up, as Pat recommends, might clean out the wonk. It doesn't take long to try so it's worth a try if you want to pursue the issue.
Unfortunately a cleanup won't get everything possibly left behind by an install/unistall but it might be enough to fix your prob.
I'd also use msconfig during the uninstalls/installs/cleanups to reduce possibility of program conflicts during these operations.
I tried all of the above, removed ATIH 2012, ran clean-up tool, tried disabling all non-MS services, disabled all startup items.
It is worthwhile noting that my PC is under the USGCB group policy settings http://usgcb.nist.gov/, that should be on all Federal government workstations. I suspect it has something to do with the ATIH not seeing any drives to backup. Note, I can see target drives, but cannot see source drive, which seems to me that it has something to do with SNAPAPI.
Perhaps there is a dependency service that got disabled?
Being a Dell that in itself could be the problem with one of their drivers being the problem
It is quite possible that the group policy could be the problem, though I'm surprised it allows you to install programs.
The only other service that has to be running is RCP, I doubt that this isn't running on your system.
Well, it's a company standard image without all the Dell crap.
I have administrative account on the PC so I can install software, but the Group Policy lock down may be causing problem. The thing is, I can't find out what is causing the problem.
MS RPC service is always enabled, of course.
Incidentally, Paragon Backup & Recovery sees the source disk just fine. ATIH cannot see the Source when in Disk or Partition mode, it can, in File backup mode.
Bruce,
In Windows Device Manager, check to see that you only have one entry each for archive explorer and virtual disk and that there is no question mark against the Acronis Devices entry.
The virtual driver (the one probably either not happy or clashing with another driver) should be v1.1.0.62 dated 21/9/2011, it's service is vididr.
Check that your video driver is upto date especially if it is NVidia.
What happens if you disable your real time virus scanner (if enabled)?
Is the firewall allowing all the acronis components access?
Have you tried running a repair install of Acronis but this time using the right click option on the installer file and selecting 'Run as Admin' - this elevates the installer to true Administrator mode rather than standard user Admin permissions.
Did you install for single user or all users?
Do all Acronis components in Services log on to the same user?
In MSConfig are there any Acronis components showing as unticked?
Colin, my answers inline:
Bruce,
In Windows Device Manager, check to see that you only have one entry each for archive explorer and virtual disk and that there is no question mark against the Acronis Devices entry.
Check
The virtual driver (the one probably either not happy or clashing with another driver) should be v1.1.0.62 dated 21/9/2011, it's service is vididr.
Check
Check that your video driver is upto date especially if it is NVidia.
Check, I have ATI with latest ATI driver.
What happens if you disable your real time virus scanner (if enabled)?
I cannot disable, but this is Symantec Endpoint Protection 12.1.RU1, the latest and has not caused problems anywhere else.
Is the firewall allowing all the acronis components access?
There are no firewall entries for Acronis, what does it need access from/to?
Have you tried running a repair install of Acronis but this time using the right click option on the installer file and selecting 'Run as Admin' - this elevates the installer to true Administrator mode rather than standard user Admin permissions.
All software installed as Administrator. Always starts off as Administrator.
Did you install for single user or all users?
All Users.
Do all Acronis components in Services log on to the same user?
The 3 services default installed with Local System account for the "Log On" setting. I tried changing them to an administrative account, restarted the 3 Acronis services and no luck.
In MSConfig are there any Acronis components showing as unticked?
Nope.
Anyone willing to help on this?
Bruce,
This is would seem to be a driver issue and I'm beginning to think only Acronis will have the answer.
Just stepping back a bit, when 2011 started to have the same problem was this after a Windows oir Dell utility update?
Do you have anything like Nero or Roxio installed with the InCD or equivalent running in the background?
Does the recovery CD suffer from the same problem?
Bruce,
This is would seem to be a driver issue and I'm beginning to think only Acronis will have the answer.
Just stepping back a bit, when 2011 started to have the same problem was this after a Windows oir Dell utility update?
Do you have anything like Nero or Roxio installed with the InCD or equivalent running in the background?
Does the recovery CD suffer from the same problem?
Problem SOLVED! It was Roxio Creator DE 10.3, which is bundled with a Dell PC (installed as part of standard image in our corporate environment), despite the fact that InCD is NOT running in the background. Now I remembered TIH 2011 used to work, and some time last year I had a need to burn CD and had Roxio installed...
Wow.. this one had really stumped me, even though I'm a veteran IT professional. However, Roxio is a highly popular CD/DVD burning software, so Acronis needs to find a way to make TIH compatible with Roxio. As a point of reference, Paragon's image backup solution did not have a problem with Roxio.
Thanks again for your help!!!
Brilliant! I thought the Roxio problem was a thing of the past, obviously not.