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Unsupported hard drive

Beginner
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Comments: 8

I had a free version of Acronis True image 10 which backed up perfectly onto my Seagate 250 external hard disk, and also it backed up my husbands.  I had a major crash last week and couldn't get into Windows so I used my boot disk and it wouldn't recognise my hard drive.  I then had to reinstall from the reload disk and get my files fom the seagate back up.

I have now bought Acronis True Image home 2009 full version and backed up and made a new boot disk but when I try to boot up to test it I get the message

Acronis True Image Home has detected unsupported hard disk drives.  Acronis True Image home does not support Windows Dynamic Disks, EZ-Drives etc.

I am running Windows XP home with service pack 3

How can I make it recognize my hard disk.  Using the same boot up disk in my husbands PC and the same external hard drive works fine

Forum Star
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Comments: 2110

Does your disk contain any dynamic volumes? You can look in Windows XP Disk Management console to determine this. Acronis Home products do not support dynamic disks. I believe that TI version 10 would let you create a backup of a dynamic disk, but you would never be able to restore it. TI Home 2009 probably added the error message to warn against trying to back up dynamic disks.

Beginner
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Comments: 8

Hi Mark

I have looked at the drives through the disk management and both my C: drive and the Seagate drive are basic and healthy.  C: is FAT32 and Seagate is NTFS, would that make a difference?

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Comments: 2110

Margaret:

No, that wouldn't matter. TI supports both types of file systems. Are there any other disks attached to the PC? Any USB card readers, USB hubs, etc.? If so, try unplugging them and see if you still get the error message when booting the recovery CD.

If possible, post a screen shot from XP Disk Management.

Beginner
Posts: 1
Comments: 8

Hi again Mark

I unplugged all my USB hubs and tried a reboot but I just got the same message.

I am attaching the screen shot of disk management.  Hope you can help.

I also tried my boot disk in my husbands machine and had no problem

Margaret

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Posts: 19
Comments: 2110

Margaret:

In your screen shot I can see four removable drives labeled "Disk 1....Disk 4". Are these from some kind of USB card reader, perhaps in one of your printers? For testing purposes is there any way to disconnect these? Disabling them in Windows will not do any good since they need to be disabled when you boot from the recovery CD. The purpose of doing this is to just pinpoint the cause of the error message.

Beginner
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Comments: 8

I have always assumed they are to do with with card readers, but I have never used them as my camera has an xD card which isn't one that fits.

I have disabled them in Device manager as I never used them and I will try again to boot from the disk. I have uninstalled the program and reinstalled it but still nothing. At the moment I am doing a backup so I will try when that is finished

 

Forum Star
Posts: 19
Comments: 2110

Margaret:

Disabling the card reader in Device Manager isn't going to help. Device Manager is a Windows function, and Windows is not even running when you boot from the Acronis recovery CD. You need to either disable the reader in the BIOS, or if it can be unplugged, unplug it. These USB card readers are sneaky - they keep popping up in unexpected places. I've seen them in HP printers. I even have one in my Dell LCD monitor.

Frequent Poster
Posts: 2
Comments: 570

Assuming the USB disabling doesn't work, try the TI boot CD with your Seagate external drive unplugged and see if TI recognizes the internal HD.

What is the make/model of your system or better still, what is the motherboard make/model if it isn't a brand-name system? Given that your primary HD is about 120GB, it doesn't sound like it is very new (which normally means it should be supported in the TI Linux implementation). How old is the PC?

Beginner
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Comments: 8

Thanks to you both. Tried rebooting without the seagate drive and still got the same message

My PC is about 5 1/2 years old and is a Tiny with AMD Athlon XP3000+  2.17GHz !.00GB RAM

Margaret

Frequent Poster
Posts: 2
Comments: 570

You could try running chkdsk C: /r on your HD just in case there is something that is not right and causes TI to choke. However, I am not overly confident about this unless your PC is identical to your husband's which works.

If your husband's PC is different from yours:

It seems that the TI Linux implementation does not have a suitable driver for your machine. I suggest you contact Acronis via their Live Chat and see if they can provide you with a different .iso file of the recovery envronment that you can burn to CD or offer other advice. There are some commands that can be issued before the Linux loads which sometimes fix a problem but I think it is best to deal with Acronis at this stage.

Beginner
Posts: 1
Comments: 8

Hi Seekforever. My husbands PC is a compaq with 80 GH

I have been on to chat this morning. With the first agent I got as far as sharing my screen with him when the page hung.  I tried again with another one who was going to work on my machine remotely with Teamviewer when it hung again at loading.  Will have another try later

Margaret

Beginner
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Comments: 8

HELP!!!!!!!!!!!!

Just spent all afternoon on chat where the agent checked over my pc and acronis program. He gave me a new ISO file to download, which I did and burned.  Full of hope I rebooted and got excited as it had a different interface then  ------------- Same old message

Frequent Poster
Posts: 2
Comments: 570

Get back to Acronis and tell them it didn't work. If they can't provide you with a solution that works ask for your money back but give them a chance to get it right.

There is another solution that you can explore which is building a BartPE CD or a VistaPE CD. These use a Windows environment which generally provides much better hardware support. Making these CDs isn't overly difficult but it can be a bit intimidating the first time. Acronis provides a TI plugin for BartPE.

Beginner
Posts: 1
Comments: 8

Hi again Seekforever

I got back onto chat and got another agent and after he had accessed my previous chats the first thing he suggested was the BartPE and gave me the link and the instructions.

Like you said it is a bit intimidating but following it through step by step I made a disk and lo and behold I can get into windows and access my acronis program.  I will make another disk just to have as a spare and then hope I never have to use them

Thanks again

Margaret

Frequent Poster
Posts: 2
Comments: 570

Glad you got it working and congratulations on creating the BartPE disk.

To be fully confident that the BartPE disk or any rescue CD for any program works on your system means doing a test restore to a spare HD. A spare one in case it fails and leaves you with nothing.

If you don't want to do that for any reason the next best method is while using the BartPE CD:

1. Create an image of you C drive.

2. Validate the archive you just created. These 2 steps will demonstrate that the archive storage location can be seen and the successfully written to. The validation demonstrates the archive can be found, opened, read into RAM and the 4000 checksums/GB can be properly reconstructed and successfully compared to the ones stored with the archive when it was created. This is a pretty good test of the disk sub-system and RAM.

3. For a final step for a little more assurance, run through the TI restore wizard pretending you are going to do an actual restore of your image. When you get to the final screen where you have to click on Proceed to actually do the restore, Cancel out instead. This will show the Restore Wizard can see all your drives and backup location successfully. Somewhat of a double-check of what creating the archive with the BartPE CD achieved without the actual archive creation in the first step.

 

Beginner
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Comments: 8

Hi Seekforever

I have finally had enough and am going to ask for my money back. Fortunately it was on a 30day money back guarantee

I tried to check by creating a small back up but when I used the BartPE it couldn't even see my C drive. I did manage to back up to a smaller USB drive but not to my C drive .  There is obviously something about my drive it doesn't like. I played around for a bit and I don't know what I clicked on but I couldn't get back into Windows. this was the same problem I had originally when I decided to upgrade so it is definitely Acronis that is the problem. Anyway I had to reload the whole system again and as I said before all my programs and files are on the Seagate drive so it is just a case of getting them back.  It should be finished by tonight so I haven't lost much time.

Do you know of any similar programs to Acronis that might like my PC?

Margaret

Frequent Poster
Posts: 2
Comments: 570

I'm not sure what is happening but it sounds like BartPE may not have the correct driver for your drive which is a bit unusual for the system drive. Drivers can be loaded into BartPE at build time.

Some products that may or may not work are:

Paragon Drive Image, Macrium Reflect, Active@ Disk Image, R-Drive, and others. Macrium and I think some other one actually offer a free version. If you compare features, TI usually comes out at the top with lots of features whether you use them or not!

Imaging programs tend to work at a lower level on the disk than most applications so they all tend to be more hardware sensitive. It is imperative that you test whatever you decide to use because you don't want to end up finding it doesn't work when you really need it.

Given the new owner of the forum, I don't know how long this reply will last!