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Can restore ext.-to-ext. HDD backup sets after rebooting to Acronis pre-Windows interface, but not in Windows itself?

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JL
Beginner
Messaggi: 3
Commenti: 8

Hi there, I am somewhat new to using Acronis products and to backup hardware in general, so please accept my apologies in advance, if this question seems overly basic. I also tried reaching out to Acronis technical support over a week ago and they were unable to help me, so I thought to try posting here in case any one on the forum might know more info about this technical issue please, or may have experienced it in the past on their end as well, etc.?

The issue:  I am able do an ext. HDD-to-ext. HDD restore (I am currently using Acronis Cyber Protect 15 - Backup Advanced Server on my Windows Server 2022 test box) using  the pre-Windows Acronis recovery interface upon reboot after the initial 15% recovery process in Windows, but not within Windows itself.  When I try to run the restore operation between the 2 ext. HDDs in Windows, the restore process never completes successfully to 100% completion, always failing at various random points, and I always up with an error message that reads something to the effect of:

"Cannot connect to the machine where backup destination '\\?\<external drive letter>\<path>\<servername>-E3D7E89F-124E-4591-934F-6E7CD694C31A-AB9134CA-B326-4AA6-BE1B-5077B4931AEAA.tibx' is located. The machine may be offline or is experiencing communication problems due to a network error or lock-up."

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JL
Beginner
Messaggi: 3
Commenti: 8

Hi again, just curious does anyone have any inputs please?  Thanks in advance for your kind consideration and for reviewing my post.  

Thx again

JL
Beginner
Messaggi: 3
Commenti: 8

So just as a quick follow-up inquiry, could this possibly be a product bug with Windows Server 2022, due to the fact that Windows Server 2022 was released after the latest build of Cyber Protect 15 (iirc)?  Anyone please?

JL
Beginner
Messaggi: 3
Commenti: 8

So does anyone here actually read or respond to these forum inquiries or threads or posts...?  :/  Or do certain (preferred?) posters just get answers provided and others simply don't, for whatever reason?

Seriously...if no one is even going to try to provide any input here on the 3 thread questions I have asked on the forum 3 days ago, I guess that I might as well just go back to trying with Acronis Technical Support (no luck there either so far of course)...  :( 

IME so far, Acronis Technical Support has been virtually non-existent and sub-par, despite me having a paid maintenance agreement and tech support subscription with them, which is why I reached out here in the first place, on the forums as a possible alternative?  All in all, a very discouraging experience, to say the least; no response from Acronis Tech Support, and also radio silence here on the forum as well?  Again really not a fun experience, to say the least...  :/

Frequent Poster
Messaggi: 14
Commenti: 572

Hello JL!

It is read, depending on the issue it takes more time though. I browse the forums ~daily, but haven't had the time in the past week.

Technical support is the way to go for urgent issues, as the response time is supposed to be shorter.

I understand you can recover from external HDD to another external HDD via a created Acronis Bootable Media. If you try the same recovery while being booted to windows it fails.

  • What sort of backup are you making? disk or file? full, diff or incremental?
  • Have you tried copying the backup archives from ext HDD to a local drive?
  • Are ext hdds USB? Have you tried a cable replacement in case of contact issues at either connector?
  • Are you using any antivirus software?
  • What did technical support suggest?

-- Peter

Forum Support specialist
Messaggi: 0
Commenti: 2016

Hello JL,

Welcome to Acronis forums and sorry for the delayed responses!

This is normal behavior for restore process in Windows, since the software reboots for proceeding restore on the remote Agent in WinPE or Linux-based environment. That is why you see this message in the console. Please check at the Agent's side whether the restore completes successfully.

We also recommend that you follow detailed instructions from this KB article when restoring to dissimilar hardware: https://kb.acronis.com/content/35681

JL
Beginner
Messaggi: 3
Commenti: 8

 
Hi Péter,
 
Thanks for your feedback!  In response to your questions:  
  • All backups are configured as Full backups.
  • Haven't tried this approach yet, but thanks for the suggestion.
  • Yes both ext. HDDs are USB 3.1.  Haven't tried a replacement cable yet so far but an interesting idea.
  • Yes, using Symantec Endpoint Protection 14.3.
  • Iirc, technical support wanted to collect additional info in terms of log files, etc.  Also asked me to attempt a few further backup and restore attempts to confirm that the same result was being generated.  Recommended that the pre-Windows environment may indeed be the best restore method.

Thanks again,

JL

 

 
Péter Szatmári wrote:

Hello JL!

It is read, depending on the issue it takes more time though. I browse the forums ~daily, but haven't had the time in the past week.

Technical support is the way to go for urgent issues, as the response time is supposed to be shorter.

I understand you can recover from external HDD to another external HDD via a created Acronis Bootable Media. If you try the same recovery while being booted to windows it fails.

  • What sort of backup are you making? disk or file? full, diff or incremental?
  • Have you tried copying the backup archives from ext HDD to a local drive?
  • Are ext hdds USB? Have you tried a cable replacement in case of contact issues at either connector?
  • Are you using any antivirus software?
  • What did technical support suggest?

-- Peter