Backup Archive Explorer not in Device Manager

Discussion in 'Acronis True Image Product Line' started by deepTec, Mar 4, 2006.

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  1. deepTec

    deepTec Registered Member

    Mar 4, 2006

    I just purchased and installed the latest True Image v9.2337.

    So far, so good -- I've successfully made a full backup of my HDD to an external HDD and I was able to create a bootable CD-R after learning of the "open door" workaround from searching this forum.

    I've been reading through the documentation and discovered something odd:

    I do not have "Backup Archive Explorer" in my Device Manager.

    I searched the forums but didn't find any relevant posts. Is this a known issue?

    If not, should I uninstall and then reinstall True Image?


  2. Cintra

    Cintra Registered Member

    Dec 2, 2003
    I just happen to have been in that area and yes there is an Acronis Trueimage Backup Archive Explorer in my Device Manager, and I was surprised to find in its properties that it was dated 13/03/2002 and in drive file details, file version 1.1 build 327. Sounds kind of old to me, but at least I have one.

    Hopefully some more experienced user has more info on this..
  3. mustang

    mustang Developer

    Apr 12, 2005
    Hello deepTec,

    What orerating system do you have? If it is WinXP, try removing TI9 and reinstalling. If you have W2K3, there are problems with image mounting.

    Here are the relavent registry keys to check for either system:

    1. HKLM\System\CurrentControlSet\Enum\AcroVBus\BackupHDD\

    You should see three instances with different numbers. This runs from the Microsoft "disk" service. This service is present in WinXP. I'm not sure about W2K3.

    2. HKLM\System\CurrentControlSet\Enum\Root\ACRONISDEVICES\000

    This runs from the Acronis "timounter" service.

    3. HKLM\System\CurrentControlSet\Services\timounter

    The driver is timntr.sys.

    4. HKLM\System\CurrentControlSet\Control\Class\{71Axxxxxxxxxxxxxxx}

    You should see an "Upper Filters" line with data of "VolSnap snapman timounter}

    If you are running W2K3 and see all of the above keys, try removing "timounter" from 4. above. This has been reported to fix image mounting problem by people using my TI9 BartPE plugin where W2K3 has been used for the source.

    Please post your findings and I will try to help you further.

    Good luck,
  4. Menorcaman

    Menorcaman Retired Moderator

    Aug 19, 2004
    Menorca (Balearic Islands) Spain
    Hello Dan,

    Sounds as if something didn't install properly or an entry in the Windows Registry is missing/corrupted.

    Suggest you open the Windows Task Manager (Ctrl+Alt+Del), select the "Processes" tab and end the following processes:


    Close the Task Manager, uninstall True Image via Windows Control Panel "Add or Remove Programs" and then reinstall the latest version of True Image.

    Reboot Windows and check via Windows Device Manager that the "Acronis True Image Backup Archive Explorer" is listed under "Acronis Devices".

    EDIT: Oops, sorry Mustang - I didn't mean to butt in :)

  5. Acronis Support

    Acronis Support Acronis Support Staff

    Apr 28, 2004
    Hello deepTec,

    Thank you for choosing Acronis Disk Backup Software.

    Please accept our apologies for the delay with the response.

    First of all, please try to mount the already created full image as a virtual drive by means of the embedded Plug Image tool and see the result.

    If the image archive can be mounted as a virtual drive by means of the embedded Plug Image tool without a problem then Acronis True Image Backup Archive Explorer was installed correctly and the only problem here is that it does not show up in Windows Device Manager for some reason.

    If the image archive cannot be mounted as a virtual drive by means of the embedded Plug Image tool then most likely Acronis True Image Backup Archive Explorer was not installed correctly for some reason.

    Whatever the problem is, please uninstall the latest build (2337) of Acronis True Image 9.0 by following Start -> Settings -> Control Panel -> Add or Remove Programs -> Acronis True Image. Install the latest build (2337) of Acronis True Image 9.0 once more and see if the problem still persists. If the problem still persists then uninstall the latest build (2337) of Acronis True Image 9.0 once again and then please do the following:

    - Launch the product installation file;

    - Right-click on the "Install Acronis True Image" button and select "Extract";

    - Select the path for extracting the component and click "Save";

    - Go to the Run prompt (Start -> Run) and issue the following command:

    msiexec /i msi-name /l*v log-name

    Where msi-name is the name of the file you extracted in steps 2-3 and log-name is the path and the name to the log file you want to save the output to;

    - Install Acronis True Image 9.0 and collect the log file created during the installation.

    Please also provide us with the following information:

    - Create Acronis Report and Windows System Information as it is described in Acronis Help Post;

    - Make a screen shot of Windows Device Manager window;

    - Run "regedit" command and let us know the data lines of the below registry keys:

    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318} -> UpperFilters

    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71A27CDD-812A-11D0-BEC7-08002BE2092F} -> UpperFilters

    - Let us know if you receive any error messages while trying to plug an image;

    - What exact messages? When exactly do you receive them?

    - Describe actions taken before the problem appears step-by-step.

    If you cannot mount an image archive as a virtual drive by means of the embedded Plug Image tool (e.g. receive some error messages) then please also do the following:

    - Download, unpack it and run in order to add the information to the Windows registry;

    - Delete \Windows\setupapi.log and reboot the computer;

    - Try to plug an image once more and collect the setupapi.log file created;

    - Let us know whether there is a delay after hitting Proceed and getting the error message, if any.

    Please submit a request for technical support. Attach all the collected files and information to your request along with the link to this thread. We will investigate the problem and try to provide you with the solution.

    Thank you.
    Alexey Popov
  6. deepTec

    deepTec Registered Member

    Mar 4, 2006
    Backup Archive Explorer is now in Device Manager!

    Thanks for the helpful suggestions; and apologies for not replying sooner - tonight has been my first opportunity to resume work on this machine.

    Apologies also for not providing machine specifics in my initial post - the OS is actually WinME (please - no flames - there is a good reason; however I don't presently have time to get into that ;) )

    Update: uninstall / reinstall seems to have resolved the problem, and the Plug Image tool seems to work flawlessly. :thumb:

    As an aside: Due to the OS, the Registry keys referenced by mustang and Alexey don't exist on this machine - I had a quick look in HKLM but couldn't find the relevant keys. I'd be very interested to learn what they are, if anyone might be familiar with this oddball OS.

    Thanks again!


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