Issues with Windows Server 2003 R2 X64

Hello Bob,

Thank you for finding time to report about the issue on Forum. I entirely understand how inconvenient the situation is, and will do my best to help you.

I've carefully checked the dump file information, and found no mention of a known issue related to this error. The situation is unknown to us and requires investigation.

Please gather

1. Windows Mini-dump
2. Acronis Info from the problem machine
3. Windows Event-logs
   (Start -> Run -> eventvwr.exe)

After that please submit a support case with the information attached, and let us know its number. This information should shed the light on the situation.

BSOD upon backup creation completion is atypical behavior. There are no new processes started that could cause the crash. I've forwarded the information about this issue to our Development team, and they are highly interested in its investigation. So we're looking forward for your reply.

Should you have any questions or concerns, please, let us know, we will be glad to assist you.

Thank you in advance for cooperation.

Need infor/location, process to upload/send files for case investigation?
Link does not provide procedure.

Meaning, I need process to "After that please submit a support case "

After reviewing more posts, I have the EXACT same issue as discussed in http://forum.acronis.com/forum/3235.
That being the case, how is it that a latest and greatest version has these issues?
What to do?

Still awaiting a link from a representative to upload files to as per : "Click the link provided to you by an Acronis Customer Central representative".
Is this the type of support one is to expect when also purchasing the product?

And waiting................

And still awaiting a reply

And waiting.....(I downloaded a Demo, installed well over 5 days ago, and all replies have stopped. I have run reports, need procedure/link, place to upload to)!

Hello Bob!

Thank you for your cooperation, and sorry for your had to wait for a reply. Unfortunately Forum is not a support channel, but more a community, and we do not guarantee an immediate response here (see TOU). Thus in case of an emergency we suggest to contact support directly.

The information should be added to the case - you can attach it to the case confirmation message, and it will get to the case.

I've checked the accounts assigned to your e-mail, but couldn't find a case opened from it regarding this problem. Could you please let me know it's number? I'd like to make sure it's handled in a proper way.

Thank you in advance for cooperation.

I have no "assigned" case.
I downloaded a trial, and everything is explained here.
What else do I need to do?

Hi Bob,

sorry if my instructions confused you. If you have a trial version, you're eligible for technical support. Unfortunately we cannot provide tech support on Forum, so the procedure is common for all cases: after obtaining the diagnostic information you need to open a support case (as requested in my first message). You can find the instructions how to do it in this KB article: http://kb.acronis.com/content/6265

The case is required for storing all the diagnostic information it one place, escalating the case to the Development if needed, and communicating with you directly. Without the case submitted we cannot investigate the problem.

Once you submit a support case, you will get a confirmation e-mail. You can reply to it with attaching the diagnostic information - it will get straight to the case.

Let me know if you face any problems with submitting a support ticket, we'll be glad to help.

Thank you once again for your cooperation.

I submitted via Acronis website.
As stated, the link provided does not give specifis on the process.
In any event, the file is uploaded.
(to the tech support)

I filed my case 2 days ago, and have yet to hear from anyone.
You've got a reply on "Issues with Windows Server 2003 R2 X64":
*****
Hello *Bob*!

Thank you for your cooperation, and sorry for your had to wait for a reply.
Unfortunately Forum is not a support channel, but more a community, and we do
not guarantee an immediate response here (see TOU [1]). Thus in case of an
emergency we suggest to contact support directly [2].

The information should be added to the case - you can attach it to the case
confirmation message, and it will get to the case.

I've checked the accounts assigned to your e-mail, but couldn't find a case
opened from it regarding this problem. Could you please let me know it's
number? I'd like to make sure it's handled in a proper way.

Thank you in advance for cooperation.

Dear Bob,

Thank you for keeping us posted.

I've checked our cases database, and can see that you have resend the support request and already received an answer. It appears so that some problem occurred on our website when you've submitted the first case, since the only case that appears in our system is the latest you've submitted.

I will have our web-team check the website. Meanwhile please let us know in case there's still any procrastination with the reply from the Support Person.

Thank you for cooperation.

I have received several e-mails from Acronis.
All of them state:
Thank you for your response.
I understand the inconvenience you have faced because of this.
I will ensure that your question will be answered to your satisfaction.
Yet, today, January 25th, there is still no reply to the problem!!
Like I said, although I've posted here, although I've opened a case with Acronis, I seriously question the ability to serve the consumer with support, whether as a trial or PAID support.......
Am I missing something?

Hello Bob,

Thank you for replying.

I am sorry for any inconvenience, I have notified the responsible parties and your issue will be addressed as soon as possible.

In the meantime, if you have additional questions, please let me know.

Thank you.

1/28/2011, still no addressable resolution, reply, response or anything to assist in resolving the issue.
THIS IS 15 (FIFTEEN) DAYS!!!
Again, and again, and again, and again, I've followed ALL of the procedures offered by the canned responses (sending relevant files, explaing in detail the issues), yet all I keep receiving is, "We'll get back to you".
So, I ask one more time:
If I purchase this (remember, I downloaded a trial), is this the SAME LEVEL OF SUPPORT TO BE EXPECTED?

After reading this http://en.community.dell.com/support-forums/servers/f/906/t/19359589.as… and particularly this

We've been having the same issue. Been working with dell support on this and we still haven't found the root cause . The crashes appear to be around the same general times 2AM and 2 PM. We had been using Backup exec (still installed but services disabled) but we are now using Intronis. Hardware diagnostics all seem to be good.

(note two other different backup/recovery sw vendors)
I'm not sure if they can do something especially if there are no traces of acronis drivers on the stack (we do something and after a while someone else in the kernel space self-destructs?)

I can use BACKUP from built-in MS without issues.
Even when I run the special"tools" to gather the info required by Acronis, it BSOD's!!

OK, after multiple, "back and forth" e-mails from support (various lengths of time between all, each and every one unacceptable, as it has taken weeks to get to this point), Acronis support sent me an e-mail that said:

"Please let us know if you tried with the below steps.

Kindly Enable Write Caching, to perform Write Caching you can follow the below steps and let us know if the problem still persist.

How to Enable Write Caching

1. Right-click My Computer, and then click Properties.
2. Click the Hardware tab, and then click Device Manager.
3. Double-click the Disk drives branch to expand it.
4. Right-click the hard disk with which you want to work, and then click Properties.
5. On the Disk Properties tab, click to select the Write Cache Enabled check box, and then click OK."

I did this last evening (remotely), and:

PERFORMED THE "WRITE CACHE ENABLED" AS YOU INFORMED ME TO DO, AND UPON RUNNING ACRONIS INFO EXECUTABLE, I GET BSOD AND REBOOT.
PLEASE ADVISE?
(WHAT DOES THE EXECUTION OF YOU APPLICATION DO THAT CAUSES THE FAILURE OF A SERVER.....EXACTLY LIKE WHEN THE BACKUP SOFTWARE IS RUN?)

So, 1 month + after the initial download of a TRIAL (that no longer will work because the trial S/N is no longer valid even if Acronis did work), I am still faced with the fact that Acronis Backup caused a BSOD, and their "tool" to gather information (even after the removal of their software), caused a BSOD, so it obviously has left some sort of residual parts that affect the syste, as this did not occur before the installation of Acronis products.

Also, a a FYI, the level of Support from Acronis leaves much to be desired, since ALL messages are "cookie-cutter" "canned" pre-made, boilerplate replies with a few words thrown in.

I got a call yesterday, 24 hours in advance of a reply to an e-mail from 2/11 (1 month to the date of my original case beginning) that stated:
I am following up on your case 01027534. Due to the complex nature of the issue I am engaging the assistance of our Tier 2 technicians to resolve this issue as quickly as possible. Because this may involve multiple subject matter experts, the investigation may take several days to analyze and resolve. However we will reply back to you with questions or next steps within a few days if not sooner. Should it take longer than this we will periodically update you on the status.

It may be necessary that I transfer your case directly to an expert representative, but I will be monitoring this case to ensure it is resolved.

In the meantime, should you have any other questions or issues, please visit our support knowledge base at: http://www.acronis.com/support/.

Thank you in advance for your patience and understanding while we aggressively work to resolve this issue.

I informed the rep he was 24 hours too son and I would be on-site at the customer premise on the next AM as initially informed.

So, after he (the support tech from India) started Acronis TI, I got a BSOD.
He re-initialized the support session, and disable items in MSConfig, and started ATI.

ATI then stated the "trial" key was expired.
The rep said he'd call me back, he never did.
I did get a call from Ritesh Arun asking info about the entire case, which irritated me (it's all here and as well as on the case info records), so I had to recap for him.
He issued a key, I got a BSOD, and I've never got any correspondence back from anyone.

I love Acronis products.
I love their support.
I love they way they treat their customers.
I love the way they know all of the facts and are able to assist in the resolution of issues.
I love the way they state that if you are a trial user, you get the same level of support during the trial period as if you were also a customer who spent $1,000. Some support.
I love the way they follow up and are eager to solve the issues with their software.

Look Acronis, do a Google search.

The web is filled with people complaining about your software, your company, and now me regarding your level of support.

In my next life I wish to become a software developer that has the ability to write code for apps I can sell to make millions and then delegate to others the resolve of beta testers (oops, real world users).

Very annoying, but hey, this is business, right?

12 Weeks, 1 day since 1st post.
STILL NO RESOLUTION!!
Worked with a tech rep who said, "we'll call you back in in a few weeks after we work on this internally".
That was in February, it is now April!!
Tried to follow up, no response.
Is this (via these forums) the ONLY way to get acknowledgements regarding issues?
Ritesh Arun, Expert Support Professional has never followed up.
What to do?

Hello Bob,

Thank you for replying.

We are still in the process of investigating this issue and I apologize that appropriate expectations were not set. I will follow-up with our Management team and our Expert will definitely contact you with the details.

Please let me know if you need additional help.

Thank you.