Failed to install service from section 'atapi_Inst_secondary.Services'.

Discussion in 'Acronis True Image Product Line' started by mandrake99, Mar 21, 2009.

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  1. mandrake99

    mandrake99 Registered Member

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    We have been trying to sucessfully restore a test backup image to both VM and new hardware for the last several days.


    After booting from the CD and restoring the image with Universal Restore and adding the correct SCSI we receive a message that the restore has failed with the following error:

    Failed to install service from section 'atapi_Inst_secondary.Services'.

    I have read all the other threads here in regards to this message and NOTHING suggested there helps.

    The most sucessful restore that we have had to date, the server actually started to boot, but stopped with a STOP 0x0000007B error message - even in safe mode.

    In this instance the original server has SATA drives and the new server has SATA drives.

    VM restores don't even get as far as the "Please select the operating system to start" (with virtual IDE or SCSI drives - Virtual PC or Virtual Server - no I don't intend on doing anything with VMware - it's not an option for this site)

    When booting to recovery console with the Windows disk, FIXMBR and FIXBOOT do no allow us to get any further - however it does seem that all our data has been restored.

    We are using Acronis 9.5 to back up the server and the 9.5-8173 CD image.

    We chose Acronis as we were told that the universal restore "just worked" and if this test install was sucessful, we were intending to roll it out to over 500 servers and workstations that we support.

    I must say that I'm more than a little dissapointed that it has not kept it's promise.

    Is there anything further that we can do? Or will Acronis just not work with certain setups.



    Mandrake.
     
  2. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello mandrake99,

    Thank you for your interesting in Acronis True Image

    I would recommend to boot the computer from a Windows installation CD, hit F6 when prompted and check out whether the HDD drivers work there. If they do not (the RAID/HDD is not detected), then I would recommend you to get the latest version of the drivers (from the vendor's Web site).

    Best regards,
    --
    Dmitry Nikolaev
     
  3. mandrake99

    mandrake99 Registered Member

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    The problem doesn't happen within Windows!!

    A new install of windows works fine.
    Recovery console works fine.

    The error we are receiving is during the Acronis recovery.

    When universal restore failes with the error:

    Failed to install service from section 'atapi_Inst_secondary.Services'.

    It seems to me that Universal Restore is not completing and when the "restored" version of windows starts to boot, it loads a driver that isn't there anymore.

    Is there a way to turn on more detailed logging for the restore CD?

    The error may mean something to the Acronis developers but what is a 'atapi_Inst_secondary.Services'. anyway and why are they different from 'atapi_Inst_primary.Services'. where we don't get an error?

    Is there something that we should be doing to the servers that we're backing up that would make restores easier?

    However at the moment I'm just interested in getting this working and as the problem is in the Acronis Universal Restore process, I don't see how your suggestion could possibly help.
     
  4. mandrake99

    mandrake99 Registered Member

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    OK I finally got the restore to boot, by performing a Windows Repair install. God knows if the applications including exchange are working properly.

    Not exactly the panacea of backup restoration.

    Isn’t this the exact thing that Universal Restore was meant to prevent? (well it is because that is how it was sold to us)

    Come on Acronis! There has to be a better answer to this sort of issue than this!!
     
  5. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello mandrake99,

    This issue is related to failed installation for some driver. And the cause is unclear at this step.

    In order to prevent this from happening in the future, please check the suggestions below:

    -Make sure you are using the CD with the latest build (you can contact us among with your serial number for the product and request the special ISO)
    -Make sure that you add only exact drivers for exact hardware models, nothing more. Needless drivers can cause such error.

    Thank you.
    --
    Alexander Nikolsky
     
  6. mandrake99

    mandrake99 Registered Member

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    OK, confirmed that we are using the latest build.

    Added NO additional drivers and still no go.

    Had a closer look at the log files and found this:

    <event code="0" id="32" level="2" message="Driver 'intelide.sys' from 'driver.cab' extracted successfully." module="29" time="1238343503" />
    <event code="0" id="33" level="2" message="Driver 'intelide.sys' from 'sp1.cab' extracted successfully." module="29" time="1238343504" />
    <event code="0" id="34" level="2" message="Driver 'intelide.sys' from 'sp2.cab' extracted successfully." module="29" time="1238343505" />
    <event code="0" id="35" level="2" message="Driver 'pciidex.sys' from 'driver.cab' extracted successfully." module="29" time="1238343505" />
    <event code="0" id="36" level="2" message="Driver 'pciidex.sys' from 'sp1.cab' extracted successfully." module="29" time="1238343509" />
    <event code="0" id="37" level="2" message="Driver 'pciidex.sys' from 'sp2.cab' extracted successfully." module="29" time="1238343509" />
    <event code="0" id="38" level="2" message="Driver 'atapi.sys' from 'driver.cab' extracted successfully." module="29" time="1238343510" />
    <event code="0" id="39" level="2" message="Driver 'atapi.sys' from 'sp1.cab' extracted successfully." module="29" time="1238343510" />
    <event code="0" id="40" level="2" message="Driver 'atapi.sys' from 'sp2.cab' extracted successfully." module="29" time="1238343513" />
    <event code="0" id="41" level="2" message="Driver 'pciide.sys' from 'driver.cab' extracted successfully." module="29" time="1238343513" />
    <event code="0" id="42" level="2" message="Driver 'pciidex.sys' from 'driver.cab' extracted successfully." module="29" time="1238343514" />
    <event code="0" id="43" level="2" message="Driver 'pciidex.sys' from 'sp1.cab' extracted successfully." module="29" time="1238343517" />
    <event code="0" id="44" level="2" message="Driver 'pciidex.sys' from 'sp2.cab' extracted successfully." module="29" time="1238343518" />
    <event code="0" id="45" level="2" message="Driver 'atapi.sys' from 'driver.cab' extracted successfully." module="29" time="1238343518" />
    <event code="0" id="46" level="2" message="Driver 'atapi.sys' from 'sp1.cab' extracted successfully." module="29" time="1238343518" />
    <event code="0" id="47" level="2" message="Driver 'atapi.sys' from 'sp2.cab' extracted successfully." module="29" time="1238343521" />
    <event code="415" id="48" level="4" line_tag="0x51A94C3AC27C9F2E" message="Failed to install service from section 'pciide_Inst.Services'." module="29" time="1238343521" />


    So it seems that it is finding the drivers in
    C:\windows\Driver Cache\i386 OK, and extracting them OK, then failing to install them correctly.

    So what exactly does "Failed to install service from section" mean?

    You might want to pass on that more detailed logging, or better Knowledge base articles with a detailed explanation of what these messages actually mean might just cut the Acronis support costs a bit.

    As it is we have no F@$#ing idea what is going on here.

    Did it not extract the file it wanted? Did it not copy it to it's final location correctly? Did it not access the registry hive correctly? Did pixies eat it?

    We have several of these "Failed to install service" messages in Universal restore logs from two different machines and after two weeks we're not any further along solving the problem than we were at the beginning!!!
     
  7. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello mandrake99,

    Thank you for using Acronis Corporate Products

    The necessary information can be obtained by means of a special debugging tool. Contact Acronis Support here, we will provide you with the tool and with the instructions on how to collect the required log files.

    Thank you.

    --
    Oleg Lee
     
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