How do you get a custom rescue CD image made?

Note that the user guide has been updated:
http://www.acronis.com/homecomputing/download/docs/

Bruce, thanks for calling that to my attention. I've downloaded the new version. However, the information in the section on creating a custom rescue CD hasn't changed much, and I still can't figure out where to send the System Report. I can't find a Customer Service email address anywhere on the Acronis web site.

I did try to get help through via a slow "Chat" window with a customer representative, who was apparently in India; the representative seemed to have trouble understanding what I was asking for, and just directed me to the web page link where I could download the non-customized standard ISO file for burning to a CD.

The reason I want to try a custom rescue CD is because when using the standard version, I can't access backup files on my local network. (I have no problem accessing them when TI is started in Windows 7.)

Arlen

Arlen,
Support pointed you to your registration page. The iso on this page is not the same as what you create from within the 2010 program. Give it a try. It just might work. If not, the go back to the support page and fill out an incident report--or whatever it is called.

Thanks, I'll give that a try.

In section 8.4 of the manual "Creating a custom rescue CD" says
"Send the system report file to the Acronis Customer Service Department"
I cannot find an e-mail address stating how to do this. I checked the forum items 5850, 11071 and 4828 which were related but provided no answer. No. 5850 from 2009-11-08 asked the same question but an answer was never supplied.

Is this "custom rescue disk" a hoax or scam?

Please reply or I will post this problem for wider internet distribution.

Hello all,

Thank you very much for your messages.

I also want to thank Bruce and Grover for their kind assistance.

Philip, I will certainly help you.

This is definitely not a hoax or scam. Let me briefly explain how this works.

The rescue CD is based on Linux and does not allow the end-users to add their own drivers to it.

Considering so many different hardware environments, sometimes the regular recovery CD lacks the necessary drivers for a specific hardware. This is where the custom rescue disk comes in. 

For example, a Customer uses the latest version of the recovery disk, boots his machine from it and discovers that his hard drives are not detected. Most likely this is a drivers issue and we follow this procedure:

1. We ask the Customer to collect diagnostic information from that recovery disk and send it to our Support team.

2. Our Support team then creates a custom version that will have this issue resolved.

3. In the next official build of the program these drivers are included in the release.

I would really appreciate if you can download the latest version in ISO format from your Acronis web-account. If it fails to work, please collect this report and kindly contact our Support team.

There is also a possibility to create your own custom recovery CD based on WinPe. Please check the following article for additional information.

Let me know if you have additional questions please.

Thank you.

Thank you for your reply, which seems to differ from the information I obtained from 8.4 of the manual, which states that I will receive a custom recover CD back from Acronis after submitting my data:

"Send the file to the Acronis Customer Service Department. They will build an iso image of a custom rescue media compatible with your computer hardware and send you an iso file."

Your answer above states that my problem will be resolved when the next official build of the program is released. Why not revise 8.4 to also state this and avoid future problems? To help Acronis build their driver library I am enclosing as an attachment my "System Report."

This problem arose when I was attempting to restore using the standard Acronis restore disk: Only the abbreviated version of the program would load and upon completion I only had the first of my previous four partitions. Looking through the data files in the system report I saw where information defining the other partitions was listed. I thought that a system restore disk using this data might restore all four partitions and save me some additional work. The effort required to now try this using the information you supplied would be much more extensive than restoring from my back up copy so I am no longer going to pursue this approach, unless you can supply a (simple) procedure to restore the partitions using the data contained in the attached System Report.

After Acronis creates the custom build you will get it. You won't have to wait for the next released build. What Acronis is saying is that the drivers would then be included in the next build so hopefully a future user won't run into the same problem. At least, this is how they've worked in the past.

I will wait for the custom build ISO.

How long does it take to get a custom build?? I saw in the forums that it should appear in my account but nothing is there now.

I am using Win 7 Home 64, have a mirroed pair of drives. And am using Acronis TIH 2010.
I have read the above, tried the latest .iso, and have generated a "System Report" as in Manual section 4.3 .

Now how do I send it?

As Philip Green, sent his as an attachement to a comment in this forum. I am giving it a try.

Hope this works

Tim

Hello Tim,

Thank you very much for your post. I will do my best to help you with this issue.

Since no more updates for Acronis True Image 2010 Home are scheduled to be released, I would recommend the following:

I will send you a private message with a download link for the trial version of Acronis True Image 2011 Home. As a trial version it is limited to recovery operations but you can still test it and see if it detects your drives.

After that please contact our Support team with the system report collected from the ATIH2011 bootable media and I am confident that we will resolve this issue for you.

Please let me know if you have additional questions.

Thank you.

Anton, I have been able to boot with the 2011 Trial cd and also the original 2010 cd. Also the F11 feature works.
Would like to contact you again with the offline connection.
When trying use the Notification "send test email message" . I get a notice to check my email config.
Using Windows Live mail, I am able to send and receive.
I have conversed with my Internet Server and they think that it is setup ok, and that myproblem may resied with my Anconis software.
I need some more help Please.
Please send me another email so that we continue.
Tim