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"controller error" messages since installation of B&R 11

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Hi.

Since installation of B&R 11 Adv. SBS Edition on two servers, we have strange repeating errors in windows system log:

"The driver detected a controller error on \Device\RaidPort0"

But the controllers are fine. We double-checked that.

About 20-30 messages of this kind are logged every 20 minutes and so flood the system log.
Exactly the same thing on both servers.

As far we did not see any negative effect to the systems, but the messages are very annoying.

It must have something to do with Acronis, because it just started after installation and when we stop the "Acronis Managed Machine Service" the errors stop as well.

Both servers are running SBS 2011 (x64).
Both servers have a LSI 3ware 9750 SAS/SATA RAID-Controller.
B&R 11 build is 17318.

Any ideas?

-
Thanks
Dennis

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Hello Dennis,

Thank you for posting and welcome to our forum. Let me assist you with this issue please.

This error message is indeed related to our software. It is caused by our low level drivers which send some requests unsupported by the controller.

These messages can be safely ignored, however, I am very sorry for the inconvenience that this is causing. I have a solution to this problem, I will contact you via a private message in a few moments with the details.

Please let me know if you have additional questions.

Thank you.

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Is this related to several USB devices not working, when the Acronis Filter driver is active?

If yes, I'd be interested in the workaround too - my support case for this problem doesn't move on...

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[quote=Anton]

Hello Dennis,

Thank you for posting and welcome to our forum. Let me assist you with this issue please.

This error message is indeed related to our software. It is caused by our low level drivers which send some requests unsupported by the controller.

These messages can be safely ignored, however, I am very sorry for the inconvenience that this is causing. I have a solution to this problem, I will contact you via a private message in a few moments with the details.

Please let me know if you have additional questions.

Thank you.

[/quote]

Hallo Anton,
I have the same problem.
I tried to use the fix suggested here http://kb.acronis.com/content/27436 but the program do not install.
please advise.
best regards
marco

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I'm having the exact same issue as Dennis. Can you please send me the same solution?

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Adam Smith, you need the solution from http://kb.acronis.com/content/27436

Beginner
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Hi ! Sorry for reviving a cold thread but I also started having this problem with a 3Ware 9750 RAID controller and True Image 2017.

I applied the registry changes described in fix # 27436 above to no avail. I did not use the msi install package described in the fix as my snapAPI dlls were more recent than the ones in the msi. I also experienced 3 or 4 BSODs mentioning SNAPMAN.SYS as the culprit so far.

1) Can this error corrupt the data on my RAID (RAID 6, 51TB) ?

2) How to fix it definitively ?

Thanks anyone !

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Hello Uber,

The fix listed in the knowledge base article 27436 applies only to Acronis Backup & Recovery 11. If you are having crashes when using Acronis True Image 2017, I'd strongly recommend to open a support ticket and let Acronis support team investigate the issue.

Thank you, 

Beginner
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Thanks Ekaterina.

I DID submit a ticket but got no response so far. How can I track my ticket ? I did not find a way to list my submitted/closed support tickets.

Thanks.

 

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I've checked your support ticket #02991914:

one of our support engineers sent you an email with the title [02991914] Controller error cause by Snap-related files ? [ ref:_00D30Zcb._50050v4ZEi:ref ] on 5/24/2017 8:00 PM. 
In the internal details I also see, that there should have been phone calls arranged. 

You can always see the details of your open\closed tickets at https://account.acronis.com/ In the right upper corner click on the "icon with the head". In the drop-down menu you'll find Support requests.

Thank you, 

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Got it. Thanks !