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Discussion in 'Acronis True Image Product Line' started by Acronis Support, Nov 18, 2004.

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  1. Acronis Support
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    Acronis Support Acronis Support Staff

    Ladies and Gentlemen,

    Thank you for choosing Acronis Disk Backup Software.​

    If you have some issues or questions regarding Acronis True Image 11 Home, you can find the answer in Acronis Public Knowledge Base (Acronis True Image 11 Home section)

    If you have not found the answer there or you are using another Acronis True Image product, first of all please make sure you use the the latest build of the appropriate version of the product. You can find the exact name and build number of the product in the Help -> About dialog. To get access to updates you should create an account first (if you haven't yet) and then register your copy of the product using "Product Registration" section of the account. After registration you will be able to log in on our site and download the latest build of the registered products using "Product Update" section. If you forget the password for your account please use this form.

    You can apply the update to the current installation but the best way to proceed with updating the product is:

    - completely uninstall Acronis True Image from your system via Start -> Control Panel -> Add or Remove Programs -> Acronis True Image and reboot the computer;

    - carry out a clean installation of the latest build you have downloaded.

    If the problem persists with the latest build, please contact Acronis Customer Service Department and provide us with the appropriate information (see below). Please note that contacting Acronis Customer Service Department is the most effective way to resolve your problems. Usually you should be contacted within 48 hours, however, sometimes it may be a bit longer. We always try to decrease the response time and contact our customers as soon as possible. If you have not received any response from Acronis Customer Service Department within 48 hours, please send us a Private Message with either Acronis request # (e.g. [Acronis #123456]), which was sent to you in autoreply to your letter or the e-mail address, which you used to create the account on our web site.

    Please include in your request for technical support the build number of the product, version of your operating system and Acronis Report file. In order to create Acronis Report file, please download Acronis Report utility, run it and create a report. The default name of this file is "report.txt" and it is saved on your desktop.

    I. Problems under Windows.

    Please do the following:

    - Open Start\Programs\Accessories\System Tools\System Information;
    - Choose the 'Save' option in the 'File' menu (or 'Action' menu under Windows 2000), enter the 'File name' and set the field 'Save as type' to 'Version 5.0/6.0 System Information File (*.NFO)';
    - Send us the saved file.

    II. Problems with Acronis bootable rescue media or Acronis Startup Recovery Manager.

    Please try the following workaround:

    Please boot your computer from the Acronis True Image rescue disc and press F11 key when the selection screen advising you to select either "Full", "Safe" or "Boot into Windows" option appears. After you get the "Linux kernel command line" prompt, please modify it in the following way:

    quiet acpi=off noapic

    click on the OK button then and choose "Full Version". That should allow you to use Acronis True Image in some special cases. Please submit a request for technical support describing the issue if you want to automate the process of adding these special parameters.

    If this workaround is of no help please provide us with the following information:

    a) If your computer doesn't boot into graphical interface.

    Please boot your computer from the Acronis True Image rescue disc and press F11 key when the selection screen advising you to select either "Full", "Safe" or "Boot into Windows" option appears. After you get the "Linux Kernel Settings" prompt, please remove the "quiet" word, click on the OK button and choose "Full Version". As the startup messages stop scrolling, you can use Shift+PgUp and Shift+PgDn keys in order to scroll the screen manually. Please write down the last few lines of the output, or use a digital camera to make shots of the output screens and send the captured information to us.

    b) If your computer boots into graphical interface.

    Please boot your computer from the Acronis True Image rescue disc and press F11 key when the selection screen advising you to select either "Full", "Safe" or "Boot into Windows" option appears. After you get the "Linux Kernel Settings" prompt, please remove the "quiet" word, click on the "OK" button, choose "Full Version" and wait for # prompt to appear. Please insert a diskette into a floppy disk drive and issue the following commands (for versions prior to Acronis True Image 11.0 Home):

    cd tmp
    mkdir mntdir
    mount /devfs/floppy/0 mntdir
    sysinfo > mntdir/sysinfo.txt
    umount mntdir

    Send us the sysinfo.txt file from the diskette.

    If you do not have a floppy drive then please take a look at this previous post explaining how to save the sysinfo.txt file to USB flash drive.

    For Acronis True Image 11.0 Home and Acronis True Image Echo family:

    cd tmp
    mkdir mntdir
    mount /dev/fd0 mntdir
    sysinfo > mntdir/sysinfo26.txt
    umount mntdir

    Send us the sysinfo26.txt file from the diskette.

    Please see the next post explaining how to save the sysinfo26.txt to USB flash drive.

    Below you can find two special utilities that allow you to fix Master Boot Record on your hard drive.

    1. Using floppy drive. Please insert a diskette into the floppy drive and run the file available by the link below:

    http://www.acronis.com/files/support/mbrautowrite_en.exe

    Once the floppy is written, boot the computer from it and confirm that you want to fix the master boot record.

    You do NOT need to copy this file to diskette. Just launch it from hard disk (or any media) with the diskette inserted.

    2. Using CD. Please use the following ISO image to create a special CD:

    http://www.acronis.com/files/support/mbrautowrite_en.iso

    You can read how to record a CD with an ISO image at the following links:

    http://trb.org/publications/burning_iso.html
    (Nero Burning ROM and Roxio Easy CD Creator)

    http://iso.snoekonline.com/iso.htm
    http://www.petri.co.il/how_to_write_iso_files_to_cd.htm
    (other applications)

    Once the CD is written, boot the computer from it and confirm that you want to fix the master boot record.

    Sometimes Acronis True Image needs to be uninstalled manually. Please find the instructions for manual uninstallation of products of Acronis True Image family at the following links: Acronis True Image 9.x Enterprise Server/Server for Windows/Home manual uninstallation, Acronis True Image 8.0 manual uninstallation.

    Also there are some links that may be useful during troubleshooting:

    How to use Windows XP Recovery Console

    How to use Windows 2000 Recovery Console

    What is bootcfg command

    Windows XP Repair Installation and Upgrade

    Thank you.
    Last edited: Dec 6, 2007
  2. Acronis Support
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    Acronis Support Acronis Support Staff

    Instructions for collecting Linux system information with Acronis True Image 11 Home or Acronis True Image Echo family (sysinfo26.txt) on a flash drive.

    You can use a flash drive formatted to one of the following file systems: ext2, ext3 or FAT32.

    Please boot from the Acronis True Image rescue disc and press F11 key after the "Starting Acronis Loader..." message appears and you get to the selection screen. After you get the "Linux Kernel Settings" prompt, please remove the word "quiet", click on the "OK" button and select the Full version menu item to boot. Wait for # prompt to appear. Please insert a Flash drive to a USB port and issue the following commands:

    # cat /proc/partitions

    This will give you the list of partitions/drives available in your system.

    For example:
    8 0 127744 sda
    8 1 127744 sda1
    3 0 80417183 hda
    3 1 10241406 hda1
    3 2 20482875 hda2
    3 3 1020127 hda3

    Flash drive's partition is visible as 'sdXY' (X - disk letter, Y - partition number). If there are some scsi devices in your system you may find your flash by partition/drive size. If the flash is partitioned it will bring the list of partitions as well.

    Then you need to create a mount point for your flash and mount it.
    # mkdir /mnt/tmp
    # mount -t auto /dev/sda1 /mnt/tmp

    There can be some warning messages but it is safe to ignore them. If mount fails you may try to use 'vfat' (if the flash is formatted to FAT file system) or 'ext3' or 'ext2' (if its formatted to ext3 or ext2) parameter instead of 'auto' .

    Make a directory on your flash drive to save files to it:
    # mkdir /mnt/tmp/sysinfo

    Check whether the drive is mounted correctly for writing access:
    #ls /mnt/tmp

    This will give a list of files/folders located on the drive.

    Save 'sysinfo' and unmount the flash drive:
    # sysinfo > /mnt/tmp/sysinfo/sysinfo26.txt
    # umount /mnt/tmp

    Please collect the created sysinfo26.txt file from the flash drive and send it to us.

    Thank you.
    --
    Marat Setdikov
    Last edited: Dec 6, 2007
  3. Acronis Support
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    Acronis Support Acronis Support Staff

    How to fix scheduled tasks issue​

    Symptoms:

    The scheduled backup task does not run on time.

    Solution:

    - Download the updated version of Acronis Scheduler
    - Extract the archive contents and start install.bat file
    - Wait for the process to be completed, reboot your machine and see if the issue persists. Please note that it's recommended to recreate the scheduled task.

    If the issue does persist, please provide us with the additional diagnostic information so we could investigate this issue thoroughly and provide you with a solution:

    1.
    - Open Start\Programs\Accessories\System Tools\System Information;
    - Choose the "Save" option in the "File" menu (or "Action" menu under Windows 2000), enter the "File name" and set the field "Save as type" to "System Information File (*.NFO)";
    - Send us the saved file.

    2.
    - Copy schedmgr.exe file to the root of your c: drive
    - Click Start – Run, type in cmd, press OK and issue the following command:
    C:\schedmgr get report > schedreport.txt
    - Send us the schedreport.txt file in the root of your c:drive
    - Please run the schedmgr.exe program by double-clicking it from Windows Explorer
    - Enable logging by using the following command:
    set logflags support
    - Please reproduce the issue and send us the schedul2.log file which is placed to the same folder as the service file (program files\common files\acronis\schedule2)

    It is recommended to turn off logging after troubleshooting by using the following command (from the schedmgr.exe command prompt):
    set logflags 0
    set lf_registry on

    Thank you.
    --
    Michael Levchenko
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