Error 70021 caused by Maxtor One Touch software

Discussion in 'Acronis True Image Product Line' started by Timehawk, Jan 31, 2007.

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  1. Timehawk

    Timehawk Registered Member

    Mar 11, 2006
    I have been using True Image successfully for years, and recently bought an external Maxtor USB drive. It did not come formatted and I used the Maxtor CD to set up the drive. But it also installed the Maxtor One Touch backup program, which seems to prevent True Image from working.

    True Image would try to start the backup, and hang there for a few minutes until it gave Error 70021 - Cannot Access Drive.

    I uninstalled the TWO Maxtor items in the Add / Remove Programs part of the Control Panel, and now True Image works again !

    So for anyone who buys a Maxtor One Touch, be sure to uninstall their backup software: you don't need it with True Image !
  2. Acronis Support

    Acronis Support Acronis Support Staff

    Apr 28, 2004
    Hello Timehawk,

    Thank you for choosing Acronis Backup Software.

    We are sorry for the delayed response.

    Please be aware that we have not heard about such problems of Acronis True Image and so we would like to investigate this one with your assistance, if you have time for this of course.

    First of all, please make sure you use the latest build of the respective Acronis True Image version. To get access to updates you should first register your software.

    Please also download the latest version of Acronis drivers, unpack the archive and install unpacked MSI package.

    If the issue persists, please collect some information to let us investigate it thoroughly:

    - Replace C:\WINDOWS\system32\snapapi.dll with the one from the downloaded SnapAPI archive;
    - Reproduce the issue and collect the log file;
    - Get the log file without closing any application windows (including the error message windows if there are any). The log file will be created at C:\ . The name of the log file will be snapapi [date-time].log

    Please create Acronis Report and Windows System Information as it is described in Acronis Help Post. Keep the drive in question attached during the creation process.

    Please make a screen shot of the Device Tree application the way described in this previous post.

    Please also collect the exact vendor and device names of the drive in question.

    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 problem appears and the link to this thread. We will investigate the problem and try to provide you with a solution.

    Thank you.
    Marat Setdikov
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