Acronis Chat support is unbelievable

Discussion in 'Acronis True Image Product Line' started by johnwarfield, Nov 8, 2005.

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  1. johnwarfield

    johnwarfield Guest

    Here is the text of a chat that took over 2 hours with no resolution. The support people apparently are unable to understand a problem that doesn't follow their script. I appologize for my use of capital letters; the frustration level is huge. I'm just trying to determine which product I should buy. The web site then offerec a 40% discount and went to an upgrade link, but apparently that isn't appropriate, either.



    You are now chatting with 'Marina'
    Marina: Hello! Thank you for contacting Acronis Sales Team! My name is Marina, how can I assist you?
    John: Hi, my name is John
    John: I used the TI v9 trial to create a clone of my old 30 gb hard drive onto a 74 gb USB external
    John: I replaced the old drive with a new 120 gb hard drive, partitioned into 80 & 32 gb
    John: I have a WIN XP system installed on the small partition and want to copy the data from the old drive (bootable c:) from the USB external (G:) back to the new 80 gb (C:) without destroying the currently running system on F:
    John: I thought the director suite might do it, but the trial version understandbly won't let me. so I found the eaxy migrate, but that sounds like it is a mini version of TI with the clone and new drive, without the ability to manipulate partitions. Please advise since I am SO confused now. thanks.
    John: did I take so long I put you to sleep?
    Marina: Please be aware that Acronis Migrate Easy 7.0 will allow you to clone one hard drive to another one. It doesn't allow to resize the hard drive.
    Marina: Acronis Disk Director Suite 10.0 is a partition manager.
    Marina: http://www.acronis.com/homecomputing/products/diskdirector/
    Marina: Please also note that Acronis True Image is a backup and disaster recovery solution, but it doesn't allow you to partition the hard drive.
    John: I found that out the hard way. What do you suggest I do to copy the bootable image from G: to a partition (C:) on the new hard drive? I think it would be the director suite, but that is where I get confused.
    John: I also have heard horror stories about "cloneing" XP drives so that XP won't recognize the "C:" drive anymore. What do you know about that?
    Marina: You can use Acronis True Image 9.0 to back up separate files and folders you need and to restore them where you need.
    John: I don't want to restore only files, I need to restore the boot disk image
    John: just to a partition
    Marina: You can also use Acronis True Image 9.0 to back up the system partition.
    John: how?
    John: I "cloned" the disk and that is where I am now. There is no partition on the original hard drive, just a full drive. I cannot restore the full drive image to a partition.
    Marina: Please use Backup tool in order to create an image of the partition.
    John: so I should use the backup tool to back up the cloned usb drive to a set of cd's and restore from there? My system does not support 2 hard drives, so I can't do it that way.
    John: Will that process restore a bootable copy of my drive on the new c: drive?
    Marina: You can back up the partition and to save an image to any storage device.
    Marina: Using Acronis True Image 9.0 you will be able to create a special bootable rescue media(CD or a pack of floppies). When booted from the bootable media you are able to access any connected hard disks as well as a wide variety of IDE, SCSI, FireWire (IEEE-1394), USB (1.0, 1.1, 2.0) and PC card (PCMCIA) interfaces and devices, including CD-ROM, CD-R(RW), DVD, magneto-optical drives, network, Iomega Zip and Jaz. So you can store your image files there.
    John: thanks. It will take a few cds; it doesn't work on a DVD does it?
    Marina: And then you'll be able to restore your image.
    Marina: The current version of Acronis True Image does not write to DVD disns directly, instead it utilizes third party UDF packet DVD writing software. We may recommend you to install a UDF packet DVD writing software such as Ahead InCD or Roxio DirectCD, format DVD disns by means of this software and then use formatted disns with Acronis True Image.
    Marina:
    John: I have Nero; will that work?
    Marina: I belive yes.
    John: Will the process you described work with the trial version? I can't buy everything and I think that the partition manager might be very useful in the long run
    John: I got to the upgrade screen for all of the products with a significant discount. If I buy the upgrade to directer there, will that help me?
    Marina: In order to use an Upgrade version of the product, you should have any of the previous full versions of that product.
    John: ok - what about the 40% discount your web site offered?
    Marina: Could you please give me the link refering to the discount that you are talking about?
    John: http://www.acronis.com/homecomputing/sales/upgrade/As I said, Will the process you described work with the trial version? I can't buy everything and I think that the partition manager might be very useful in the long run
    John: the orignial page went away and your web site design won't allow "back" functions
    John: It passed me directly to the upgrade page on that link. that is why I asked the question.
    Marina: The only difference between the trial and the full version of the product is that you won't be able to create an image in rescue mode (but you still able to create an image from within Windows)
    John: AS I SAID BEFORE---IT WILL NOT ALLOW ME TO CREATE AN IMAGE FROM THE EXTERNAL DRIVE ONTO A PARTITION OF THE HARD DRIVE. HOW MANY TIMES DO I HAVE TO EXPLAIN THATo_O
    Marina: Your question is more technical-oriented than sales-oriented and as this service is for requests of the second type, I advice you to contact support@acronis.com and our Support Team will answer all your questions.
    John: thank you, although I thought it would sales oriented if I wanted to select the proper product to buy. please send me the email address of your supervisor.
    Marina: It is support@acronis.com
    You are now chatting with 'Eugene'
    John: Eugene - are you still there? I had to go away for awhile
    Eugene: Yes, I'm here
    John: Can you help me? Please review the prior chat and advise which product I need to solve my problem.
    Eugene: Ok. Just a moment please
    Eugene: Just a moment please, still reading and trying to understand your needs
    Eugene: Ok, let me please tell you what I have understood and you tell me if I understood that correctly, ok?
    Eugene: As far as I see you would like to copy the system partition from the external hard drive to your new internal hard drive, is that correct?
    John: the problem is that my external hard drive isn't partitioned. As I said earlier in the chat, I used TI9 to "clone" the hard drive onto the USB drive. Now I want to restore (or clone) the external USB drive to a PARTITION (C:) on a new hard drive. None of your software will let me do that, even though it is supposed to do so, probably because of the trial status. OK, what do I need to do?.
    Eugene: What is the capacity of the partition you would like to transfer, could you please remind?
    Eugene: I'm asking this because I see the following workaround:
    Eugene: you create the backup of the source partition to the CD or DVD discs, after that you restore it to the target hard drive
    Eugene: if it is possible, you can do in the following way:
    Eugene: you create the backup of the source partition to the other partition, after that you restore it with resizing to the target hard drive.
    Eugene: If you restore the single partition, not the whole hard drive with Acronis True Image 9.0, you will need to run fixmbr program to make the restored partition bootable on the new hard drive.
    Eugene: You should boot the Recovery console from the Windows Installation CD and use fixmbr command for that
    John: let me think
    John: I have never heard of fixmbr
    Eugene: sure
    John: the source you refer to is now the original "C:" or its clone?
    Eugene: Actually I think it is the original, but as far as the clone is the same - it could be the cloned partition
    John: How do I create the backup of the source partition to the other partition when there is no source partition? If there were a source PARTITION, I could restore it to a PARTITION, but I don't have a source PARTITION. What is it about the PARTITOIN that is so confusing? Your TI ver 9 product does not recognize PARTITIONS.
    Eugene: It is not clear what do you mean Acronis True Image 9.0 doesn't recognize partitions
    Eugene: When you run the program and click "Backup" tool what options do you see?
    John: Wilders Security Forums > Official Acronis Support Forum > Acronis True Image Product Line restore to partition User Name Remember Me? Password Register FAQ Members List Calendar Today's Posts Search Search Forums Advanced Search Go to Page... Thread Tools Search this Thread #1 Yesterday, 03:51 PM johnwarfield Posts: n/a restore to partition -------------------------------------------------------------------------------- I have an 74 gb USB drive to clone to 1 80 gb partition on an ide hard drive. I don't want to erase the other 30 gb partition on the hard drive because it contains another Win XP system. The clone process will not let me select a partition only. How do I do this? johnwarfield #2 Yesterday, 06:14 PM tachyon42 Frequent Poster Join Date: Dec 2004 Posts: 222 Re: restore to partition -------------------------------------------------------------------------------- Cloning is a complete disk to disk copy. Imaging is needed to restore a partition tachyon42 View Public Profile Send a private message to tachyon42 Find all posts by tachyon42 #3 Today, 01:33 AM Acronis Support Acronis Moderator Join Date: Apr 2004 Posts: 7,521 Re: restore to partition -------------------------------------------------------------------------------- Hello johnwarfield, Thank you for your interest in Acronis Disk Backup Software. tachyon42 is correct. If you do not want to transfer the entire hard drive by completely overwriting the content of the destination disk, but want to transfer only a particular partition keeping the other partitions of the destination disk intact, then just create an image of that partition saving it to any type of the supported media and then restore this image to the desired location. Please note that you will be able to adjust the size of the restored partition during the image restoration process. You can find more information on how to use Acronis True Image in the respective User's Guide. If you have any further questions please feel free to ask. Thank you. -- Alexey Popov __________________ Best regards, Acronis Support Team Acronis, Inc. 395 Oyster Point Blvd., Suite 115 South San Francisco, CA 94080 USA http://www.acronis.com/ Acronis Customer Service Department http://www.acronis.com/my/support/ Acronis Support View Public Profile Send a private message to Acronis Support Find all posts by Acronis Support Wilders Security Forums > Official Acronis Support Forum > Acronis True Image Product Line « Previous Thread | Next Thread » Thread Tools Show Printable Version Email this Page Search this Thread Advanced Search Rate This Thread You have already rated this thread Posting Settings You may post new threads You may post replies You may not post attachments You may not edit your posts -------------------------------------------------------------------------------- vB code is On Smilies are On code is On HTML code is Off Forum Jump User Control Panel Private Messages Subscriptions Who's Online Search Forums Forums Home General Information Announcements General Topics New Members and Help Test Forum FAQs Official DiamondCS Public Forums ProcessGuard Port Explorer WormGuard Trojan Defence Suite Official Eset NOD32 Antivirus Forum NOD32 version 2 Forum NOD32 Beta Forum NOD32 version 1 Forum Official Javacool Software Forum FileChecker & ID-Blaster Forum MRU Blaster Forum EULAlyzer Forum SpywareBlaster & Other Forum Official LooknStop Firewall Forum English Forum French Forum Official Acronis Support Forum Acronis True Image Product Line Acronis Disk Director Suite Acronis Privacy Expert Suite Other Acronis Products Official Ghost Security Forum CryptoSuite RegDefend GS Freeware Browser Hijacks and Spyware Problems news, general information and FAQs adware, spyware & hijack cleaning Security Software other firewalls other anti-virus software other anti-trojan software update alerts Virus and Trojan Support Issues trojans and backdoors viruses and worms Privacy Software and Issues privacy & other anti-malware software privacy problems privacy general Other Security Issues other security issues Software, Hardware and General Services software & services Polls polls Ten Forward ten-forward Archived Information NIS File Check Forum YaBB-SE Stuff All times are GMT -5. The time now is 10:16 PM. -- Default Style ---- Liquid ---- FullScreen800 ---- FullScreen1024 ---- FullScreen1280 Contact Us - Wilders Security - Archive - TOS/Privacy - Top Powered by vBulletin Version 3.5.0 Copyright ©2000 - 2005, Jelsoft Enterprises Ltd.
    Eugene: Yes, Alexey told everything correctly
    John: So, then, why can't you tell me what product I need to use?
    Eugene: You should use Acronis True Image 9.0 to perform these operations.
    Eugene: You can download Acronis True Image 9.0 trial version at [url]http://www.acronis.com/homecomputing/download/trueimage/[/url] in order to see how it works on your computer.
    John: Again, it will NOT allow me to restore a drive to a PARTITION. Please semd me screen prints of how to do that using the product you recommend. I have tried it and it WILL NOT LET ME DO THAT!!!!!! Do you understando_O
    Eugene: John, let's do the following: I will forward the appropriate request to our Support Team and they will contact you via e-mail during maximum next 12 hours, they will provide you with the instructions. Will it be ok?
    John: Please send me the email address of a supervisor at Acronis. I am DONE trying to explain this to you since neither you nor your predecessor have any clue what I am asking. You appear to only spit out what scripts you have in front of you without understanding a word of what I have said.
    John: YES
    Eugene: Could you please confirm this is your correct e-mail: **removed**
    Eugene: ?
    John: yes
     
  2. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello johnwarfield,

    Thank you for choosing Acronis Disk Backup Software.

    I understand why you are upset, but please calm down. We will certainly do our best in order to help you to achieve your goals. As for product you need, Acronis True Image 9.0 will be enough for sure.

    Could you please describe the current state of your issue in more words?

    As I understand, you have one internal hard drive with two partitions (one system and one data) and one external USB drive which is a clone of your old disk and has no partitions (which means one system partition, actually).

    You want to transfer the operating system from the external USB drive to the second partition on your internal hard drive. Is this correct?

    If yes, then just use Acronis True Image 9.0 to create an image of your external USB disk, then restore the system partition from this image to the second partition on your internal hard drive and make an appropriate changes to your boot.ini file in order to create dual boot environment.

    And yes, since your external USB disk has only one partition the image that you will create with Acronis True Image 9.0 will be considered as the image of the entire hard drive. However, that is not a big deal, since Acronis True Image 9.0 allows you to selectively restore individual partitions from the image of the entire hard drive.

    You can find all the necessary information on how to perform these actions in the Acronis True Image 9.0 User's Guide.

    Thank you.
    --
    Alexey Popov
     
  3. Chutsman

    Chutsman Registered Member

    Joined:
    Jun 17, 2005
    Posts:
    1,181
    Location:
    Brandon, Florida, USA
    I didn't even know there was a Live Chat feature. But I have to say that this very first part is confusing to me. How many drives are you dealing with?

    I think you will get better help from this forum, ... you know .. the more heads to think about it ... and I think Acronis wants you to state your issue in "different words" not "more words". English is a strange language.
     
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