ATI Home 3633 Physical Drive Not Seen

[BrettScott]

Hi. I have just installed ATI Home v 9.0 3633 and there is no way I can get the product to recognise my first physical drive which contains two partitions one being the OS. ATI V 8 runs perfected on the same system with no modifications what so ever. My OS is Win XP pro. First physical drive is a PIDE and the second is a SATA. Anyone else had this type of problem? Cheers Brett.

[Acronis Support]

Hello Brett,

Thank you for choosing Acronis Disk Backup Software (http://www.acronis.com/homecomputing/products/trueimage/).

We are very sorry for the delay with the response.

If your hard drives are not being recognized by the latest build (3633) of Acronis True Image 9.0 Home when it is running from under Windows then, first of all, please check each partition of both these hard drives by Windows utility: use Windows menu Start\Run, then enter the command "chkdsk c: /r" "chkdsk d: /r" for every partition of your hard drives. Note that you will need to reboot your computer in order to scan the system partition.

Please also download the latest version of Acronis drivers (http://download.acronis.com/support/SnapAPI.283_s_e.exe ), install it with disabled logging and see if the problem still persists.

If the problem persists after checking the hard drives and updating the drivers then please create Acronis Report and Windows System Information as it is described in Acronis Help Post (http://www.wilderssecurity.com/showthread.php?t=55317).

Please also make a screen shot of the Device Tree application:

- Download and unpack the Device Tree (http://download.acronis.com/support/devicetree.zip) application;

- Run the application;

- Completely unfold the \Driver\Disk and \Driver\FtDisk branches;

- Move the margin to the left in order to see all the items;

- Make a screen shot.

If your hard drives are not being recognized when computer is booted from Bootable Rescue CD created using the latest build (3633) of Acronis True Image 9.0 Home then please try booting with "acpi=off noapic" parameter as it is described in Acronis Help Post (http://www.wilderssecurity.com/showthread.php?t=55317).

If that does not help then please create Acronis Report and Linux system information (sysinfo.txt file) as it is described in Acronis Help Post (http://www.wilderssecurity.com/showthread.php?t=55317).

Note that sometimes the sysinfo.txt file is not readable from under Windows. In this case please try entering the file name using capital letters (SYSINFO.TXT) or follow the instructions provided in this previous post of mine (http://www.wilderssecurity.com/showpost.php?p=636167&postcount=3).

If you do not have a floppy drive then please take a look at this previous post of mine (http://www.wilderssecurity.com/showpost.php?p=678565&postcount=5) explaining how to save the sysinfo.txt file to USB flash drive.

Please also let us know the exact vendors, models and connection types of both your hard drives.

Then please submit a request for technical support (http://www.acronis.com/homecomputing/my/support/). Provide the files and information collected in your request along with the step-by-step description of the actions taken before the problem appears and the link to this thread. We will investigate the problem and try to provide you with the solution.

Thank you.
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Alexey Popov