Can't remove secure zone and other probs

Discussion in 'Acronis True Image Product Line' started by RonMich, Nov 7, 2005.

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  1. RonMich

    RonMich Registered Member

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    I have TI9, an earlier release (build 2,273). I noticed that TI was trying to do its scheduled backup at 8:30 pm when it was supposed to start at 4 AM. It seemed stuck at about 84% finished. Finally, I shut it down. I looked at secure zone and discovered all 84 Gig were full. I tried mounting secure zone but was informed that there were no backups in the secure zone. Then I decided to try to upgrade to the current version, but before doing so I thought I would remove the secure zone and uninstall the old version. However, when I tried to remove the secure zone, it did not work. o_O

    How do I get this working. All I want is to do is perform scheduled backups of my C drive to a second hard drive on my computer.
     
    Last edited: Nov 7, 2005
  2. jmk94903

    jmk94903 Registered Member

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    Can you be a bit more specific about what happened. At what step did the removal of the SZ fail and how?

    What version of Windows are you using?
     
  3. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello RonMich,

    Thank you for choosing Acronis Disk Backup Software.

    First of all, please check each partition of your hard drive by Windows utility:

    - For Windows 9x please use Windows menu Start\Run
    then enter the command "scandskw" and test all drives;

    - For Windows XP please use Windows menu Start\Run, then enter the command
    "chkdsk c: /r" "chkdsk d: /r" for every partition of your hard drive.

    Please note that you will need to reboot your computer in order to scan the system partition.

    After checking your hard drive by Windows utility please try to delete Acronis Secure Zone using Manage Acronis Secure Zone wizard and see if the problem still persists.

    If the problem still persists then please download and install the latest build (2302) of Acronis True Image 9.0 which is available at: http://www.acronis.com/homecomputing/support/updates/

    To get access to updates you should create an account at:
    http://www.acronis.com/homecomputing/my/
    then log in and use your serial number to register your software.

    Please note that there is no need to uninstall previous build. Just install the update over the already existing installation.

    After installing the update please try to delete Acronis Secure Zone using Manage Acronis Secure Zone wizard once more.

    If you still can not delete Acronis Secure Zone for some reasons then please create Acronis Report and Windows System Information as it is described in Acronis Help Post.

    Please also collect the following information:

    - Answer jmk94903's questions;

    - Have you received any error messages? What exact messages?

    - Reproduce the problem and collect Acronis True Image 9.0 log which can be saved from Tools -> Show Log -> Diskette icon;

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

    Create an account, then log in and 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
     
  4. RonMich

    RonMich Registered Member

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    1) I updated to the latest version of TI9.

    2) I ran chkdsk over both my hard drives.

    3) I tried to remove Secure Zone using the Manage Acronis Secure Zone wizard, asking it to return space to E:.
    4) Trueimage said is completed successfully.

    5) The space was not returned to E: and when I restart TI, it shows the 80 some gig still in the secure zone and no free space in the secure zone.

    6) My OS is Windows XP SR2

    7) ALL my attempts to remove Secure Zone have been using the Secure Zone wizard.
     
  5. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello RonMich,

    Thank you for providing the additional information on the problem. I'm afraid that your issue requires a deeper investigation.

    Could you please do the following?

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

    - Make a screen shot of Windows Disk Management (Go to Start -> Control Panel -> Performance and Maintenance -> Administrative Tools -> Computer Management -> Disk Management).

    Create an account, then log in and 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 the solution.

    Thank you.
    --
    Alexey Popov
     
  6. RonMich

    RonMich Registered Member

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    Ok, I submitted all this to tech support. All except the detailed list, because I have given practically all the detail I can remember already, except perhaps the following:

    I first noticed that TI9 was stuck at 84% backup a good 12+ hours into the process. I checked and found that the Secure Zone supposedly had no free space. I stopped the backup. I tried accessing the backups that were supposed to be stored in the secure zone and TI9 said there were none there. I then tried to remove Secure Zone using the wizard. It didn't seem to do anything. No error. No nothing. So I upgraded to the newer version of TI9 and tried again. The rest I have already told you about.
     
  7. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello RonMich,

    Thank you for all the information you sent us.

    Could you please also let me know your Acronis request # which was sent to you in autoreply to your letter to Acronis Support Team?

    Thank you.
    --
    Irina Shirokova
     
  8. RonMich

    RonMich Registered Member

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    Perhaps because I supplemented the info I originally sent with additional information you requested, I seem to have more than one request #.

    The numbers I have seen in autorespond are: 399369, 400743, and 400759

    In response to 399369 I was asked to use Disk Management to delete Secure Zone. I did so, but when I tried to create a new Secure Zone using TI9 the process failed with error code 3. Now I have 80+ gig of free space on my hard drive.
     
  9. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello Ronald,

    I have reviewed all the correspondence regarding your request #399369 (#400743 and #400759 were merged into #399369). As I understood our support engineer Andrew Dragnev is still working on your issue trying to find the appropriate solution. Please fix your hard drive's MBR as Andrew has described in his last letter and if this will not help, send the requested Acronis Report, so Andrew will be able to proceed with the investigation.

    Thank you.
    --
    Alexey Popov
     
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