Unable to recover files from nonstop backup

Thread needs solution
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Messaggi: 2
Commenti: 1

I am currently trialing the latest version on Windows 7 64 bit.
When I try to recover any file backed up via nonstop backup I get the following error in the log:
Failed to process pair script
Operation has completed with errors.

When I check the knowledge base, it takes me to: 5134: Acronis True Image Home 2010 Cannot Access an Open Archive

The archive is not open. Acronis can access it when I am selecting the files I want to recover.
I have tried disabling my antivirus, but it still fails.

Can anyone help?

Ven, 03/19/2010 - 11:28
0 Users found this helpful
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Messaggi: 2
Commenti: 1

This is what you at Acronis call customer support?
Not one reply to try and help me resolve this?
Obviously you do not want me to buy this software, so I am giving you a week to respond, or I will go with some other company who can be bothered to communicate with their customers.

Mar, 03/23/2010 - 17:25
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Frequent Poster
Messaggi: 2
Commenti: 843

Hello Andrew,

Let me assist you with this situation.

First of all, I'd like to apologize for the inconvenience you experienced with our product. We have gathered the common issues on this forum and forwarded them to our Development Team, the fixes will be available in next update for the product, which will be released shortly.

Regarding your current issue: it can be related to the broken script file, which cannot be executed, so the backup fails.

Please do the following on order to resolve the issue:

Open C:\Documents and Settings\All Users\Application Data\Acronis\TrueImage\Scripts folder and delete all its contents (there should be task script files with the names like 7F43D031-3D5E-426E-8958-36C75BF2E31A.tib.tis or similar).
Path for Vista and Windows 7 is: C:\ProgramData\Acronis\TrueImageHome\Scripts

If this does not help, please let us investigate the situation and do the following:

1. Collect AcronisInfo tool output

- Download the file;
- Run the downloaded file
The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved.
Running AcronisInfo may take up to 5 minutes.

2. Pease collect the log with the error

- Start Acronis True Image Home;
- Select Tools -> Show log;
- Choose the log entry which contains errors;
- Click on the diskette icon, choose the location (folder) and save there;

3. Get the screenshot with the error

If you are not familiar with making screen shots, please read the below step-by-step instructions.

- Get to the window which you want to make a screen shot of;
- Hit the (Alt+)PrintScreen button on your keyboard;
- Run Paint usually available in Start\Programs\Accessories or another graphics application;
- Choose Paste command in Edit menu;
- Save the result picture in JPEG format being preferable.

Then submit a request for technical support. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the issue appears and the link to this thread. Then please provide me with the case number you receive from our system, so I can pick it up and speed up the process. We will do our best to investigate the problem and provide you with a solution.

Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.

Thank you.

Mar, 03/30/2010 - 09:12
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