Acronis Backup and Recovery problems in windows 7 x64

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Hello.
I have a big problem with Acronis Backup and Recovery build 11639.
When i install in Windows 7 x64 works without problem (acronis), but, when i try to put a pendrive or external hard disk or other external media by USB do not appear or present it like empty and with option to format (suggest by windows).
The amazing solution to read my external devices is uninstall Acronis but i want to use Acronis.
Somebody have similar experience or better a solution about that????

Thank you for all
best regards

Ricardo Aparicio

Gio, 08/12/2010 - 15:40
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 Hello Ricardo!

Thank you for finding time to share your experience with us. I entirely understand how inconvenient the issue is and will do my best to help you. 

There can be several reasons for this issue, and it's hard to say exactly without the diagnostic information, but it's most likely that the issue was caused by the conflict between Windows drivers and our low level drivers (SnapAPI). 

In order to resolve the issue, let's do the following: 

  1. Install theSnapAPI update (I will send you the link via Private message in a minute)
  2. Unplug all USB devices from the machine
  3. Reboot
  4. Insert USB devices

Please follow these steps and see whether the issue persists. 

Should it be present, please gather the following information: 

  1. Acronis Info from the problem machine
  2. Acronis Report from the problem machine. 
  3. Screenshot of the Disk Management

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!

Ven, 08/13/2010 - 09:11