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Fatal error: "Failed to obtain actual information about the disk sub system" from both Home & Advanced DD 11

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Beginner
Posts: 11
Comments: 5

For several days now, I've been getting the fatal error message: "Failed to obtain actual information about the disk sub system" from both Disk Director 11 Update 2 Home edition -and- Disk Director 11 Advanced Edition. I'm running 64-bit Windows 7 Pro/SP1.

This is the same error message that Darren Brown reported in his recent post here: https://forum.acronis.com/forum/56756, but the detailed error information is slightly different in my case.

Here are the error details from the Home edition:
Code: 9,764,873(0x950009)
Module: C:\Program Files (x86)\Acronis\DiskDirector11U2Home\mmsBundle.dll
Message: Failed to create View.

Code: 3,539,346(0x360192)
Message: Fdisk operation has failed.

Code: 1,049,727(0x10047F)
Message: An internal error.

---

And here are the error details from the Advanced edition:
Code: 9,764,873(0x950009)
LineInfo: 0xD959F80CF9ECC448;

Module: C:\Program Files (x86)\Acronis\DiskDirectorAdvanced\mms.exe
Message: Failed to create View.

Code: 3,539,346(0x360192)
LineInfo: 0x490DC54208ACB930;

Message: Fdisk operation has failed.

Code: 1,049,727(0x10047F)
LineInfo: 0x3928729722807920;

Message: An internal error.

I've ensured that all the Acronis services for Windows 7 are running: Acronis Disk Management Service, Acronis Remote Agent Service, and Acronis Scheduler2 Service. But the error occurs every single time anyway, no matter how many times I reboot or try alternative options.

This is a SEVERE, fatal error, and I desperately need help!

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Beginner
Posts: 11
Comments: 5

#1

I just finished working with Acronis's great tech support team, and we now know what the problem was.

A little while ago, I accidentally over-wrote the GPT partition table on one of my 3TB GPT-formatted hard drives. I was still in the process of manually editing the disk in order to try to re-create the missing partition table entries, so technically it looked like a damaged hard drive to Acronis DD 11 Advanced (as well as the Home edition). (For detailed technical reasons I won't go into here, no recovery tool would work, not Acronis' and not approximately 9 other recovery tools I tried).

So because DD 11 couldn't recognize that disk drive, it produced the "Failed to obtain actual information about the disk sub system" error.

This prohibited me from doing ANYTHING with DD 11 (either version) on ANY disk, which I consider to be an over-reaction. To my way of thinking, it should have produced an error message something like "Physical drive # 'n' on the system is damaged or was not recognized", instead of a complete and total failure message.

The bottom line is that once I shutdown and physically removed the disk in question, once I booted up again Acronis Disk Director 11 Advanced worked correctly.

As a side note, if you own the Advanced edition, I recommend that you check the build number of your software using Explorer->Properties. It turned out that although the file NAME of the Acronis DD 11 Advanced installer was "ADD11A_12077_en-US.exe", the Explorer file properties showed it was actually Build 12063, which is obsolete! You should check the build number of your installer file to ensure the file properties actually show Build 12077 (or later), since as of 30-Apr-2014 the latest release is Build 12077.

Thanks to Acronis for helping me out with this!