AB 12 bugs and support

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Dear Acronis,

8.6 i've logged a ticket to investigate the issue where we can't restore certain VM's. The issue is still not solved and today i received below answer from your support .... Do you think that this behavior is OK? That we have backup solution that is not able to do the restore of all of our VMs and you are not fix the problem within several months??? For what we spent our money?

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Hello Lubos, 

I've checked the situation with the Development and found out that the issue is still undergoing investigation, we expect results before the end of the year.

I'm keeping an eye on the ticket and will let you know how it's been going in the middle of December..

In case you have any questions, I am at your service. 

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Mar, 10/24/2017 - 11:19
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Hi Lubos,

I've reviewed your case and found the following: the reported issue is currently still under investigation by our development team. The main difficulty with it (why it takes so long) is that it's related only to specific internal structure of partitions inside the VM which you're backing up (it's Linux with LVMs spanned across several virtual disks + there are other specifics) which causes misalignment of partitions during recovery. So far this is the only report and there are no other customers who are affected by the same problem.

The temporary solution would be to use agent-based backup for such VMs, e.g. install Agent for Linux inside the VMs and perform backup/recovery without using agent-less approach (via Agent for VMware (appliance)).

Thank you.

Mar, 10/24/2017 - 14:30
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Vasily,

 

i'm not sure if you understand what wrote .... i don't care what is the root cause of the issue i can see only fact that we have backup solution for what we payed few thousands eur and paying every ear support fee that is not working and you are not able to fix it within 5 months .. saying that it will not be fixed for few more? Is this fine for you? Case that was several months not update by the agent? No solution for not working bakups?

We are not using agents as our backup infrastructure is not visible to the internal vm network. So your workaround will not work for us.

You are presenting your solution as agent free with no restriction regarding LVM or any other technology that we are using .... and this is not working. So tell me what should we do now?

Lubos

Mar, 10/31/2017 - 09:20