1798: Troubleshooting Issues with Tape Drives and Acronis True Image Echo

Detailed instructions on how to troubleshoot issues with tape drives and Acronis True Image Echo

This article applies to:

(!) For Acronis Backup & Recovery 10 see Acronis Backup & Recovery 10: Troubleshooting Issues with Tape Devices.

Introduction

Please see Acronis True Image Echo Build 8163 or Lower Does Not Support Tape Drives in Windows Vista or Windows Server 2008.

If there is an issue with a Windows operating system, please proceed as described in the Solutions section of this article:

Solution

 

Acronis True Image does not detect tape drives

 

Acronis True Image local version

Local version supports only SCSI tape drives.

Local version does not support USB tape drives, tape libraries or autoloaders.

  1. Make sure the latest firmware for the SCSI tape drive is installed in the system. Contact the tape drive vendor to get the most up-to-date drivers.
  2. Make sure that the SCSI tape drive is installed properly:
    • Attach a SCSI controller to the machine with Acronis True Image Echo local version installed;
    • Install a SCSI driver (Control Panel -> System -> Install hardware tab -> Device manager), select a SCSI device, right-click on it and select Properties. On the Driver tab select Update driver, and provide path to the driver;
    • Attach a tape device to the SCSI controller;
    • Install a driver for the tape device.
  3. If there is a third party application that has access to the tape device, then it may block Acronis modules from accessing it. Try temporarily uninstalling any respective applications, reboot the machine and see if the tape is accessible.
  4. If Local version still cannot detect the tape drive, then do the following:
    1. Download a special Acronis utility from http://download.acronis.com/support/tapes.zip
    2. Unpack the archive to C:\
    3. Start the command prompt (Start -> Run -> cmd);
    4. Run the following command:

      C:\tapes.exe > c:\tapes.txt

    5. Locate the C:\tapes.txt file;
    6. Get Windows System Information File;
    7. Contact Acronis Customer Central with reference to this article and attach all the collected information to your request.

Acronis Backup Server

Acronis Backup Server supports only SCSI tape drives and autoloaders.

Acronis Backup Server accesses tape drives through Windows Removable Storage Management (RSM).

  1. Check that RSM is not Disabled and its Startup Type is set to Manual. Click for instructions.
  2. Prepare tapes for backup using RSM on the machine with Acronis Backup Server installed. Click for instructions.

 

Acronis True Image fails to back up to tape drives

 

Acronis True Image local version

  1. Make sure the latest firmware for the SCSI tape drive is installed in the system. Contact the tape drive vendor to get the most up-to-date drivers.
  2. Disable the silent mode in Acronis True Image:
    • Edit the backup task, go to Backup Creation Options -> Error handling;
    • Disable the option Do not show messages and dialogs while processing (silent mode).
  3. If the backup to tape drives still fails, do the following:
    1. Get Windows System Information File;
    2. Export the Operation log (in the main window of Acronis True Image click Tools -> Show log, and save the logs);
    3. Get Acronis True Image scripts folder from \Documents and Settings\All Users\Application Data\Acronis\TrueImage\Scripts
    4. Contact Acronis Customer Central with reference to this articles and all the collected information. 

Acronis Backup Server

  1. Make sure the proper user account is used to access Acronis Backup Server for tape backup purpose:

    When installed, Acronis Backup Server creates the user group called AcronisBackupServerUsers:

    Control Panel -> Administrative Tools -> Computer Management -> Local Users and Groups -> AcronisBackupServerUsers

    The person who installed the program becomes the administrator in this group. The administrator is automatically registered on Acronis Backup Server.

    The user under which the connection to Acronis Backup Server is established must be present in AcronisBackupServerUsers and Administrators group. The user should also be registered in Acronis Backup Server as a user with administrator rights.

  2. Either use the account under which Acronis Backup Server is installed or set up a new administrator user:

    Include the respective user account in the AcronisBackupServerUsers group:

    • Click Start -> Run -> compmgmt.msc;
    • Go to Computer Management -> System Tools -> Local Users and Groups -> Groups -> AcronisBackupServerUsers;
    • Add the new user to this group;
    • Connect to Acronis Backup Server via Acronis Management Console;
    • Click Set up User profiles -> Add;
    • Choose the respective user name;
    • Choose Create user with administrator rights;
    • Click Proceed.
  3. Check that RSM is not Disabled and its Startup Type is set to Manual. Click for instructions;
  4. Disable the silent mode:
    • Edit the backup task, go to Backup Creation Options -> Error handling;
    • Disable the option Do not show messages and dialogs while processing (silent mode).
  5. If the backup still fails, set tapes as Free and recreate the RSM database. Click for instructions;
  6. If the backup to tape drives still fails, do the following:
    1. Get Windows System Information File;
    2. Export the Operation log (in the main window of the program click Tools -> Show log, and save the logs);
    3. Get Acronis True Image scripts folder from the machine with Acronis Agent:

      \Documents and Settings\All Users\Application Data\Acronis\TrueImage\Scripts

    4. Get Application and System logs of Windows Event Log in EVT format (Control Panel -> Administrative Tools -> Event Viewer);
    5. Get screenshots of the Free pool (Start -> Run -> ntmsmgr.msc -> Media Pools -> Free);
    6. Contact Acronis Customer Central with reference to this articles and all the collected information.

 

Acronis True Image fails to restore from tape drives

 

Backups created locally on a tape drive by the Local version or from Acronis Bootable Media can be restored only by the Local version or from Acronis Bootable Media from the tape attached to the same machine directly. Tape backups created through Acronis Backup Server can be restored only via Acronis Backup Server.

Acronis True Image local version

Please do the following:

  1. Provide exact description of the issue, and specify whether there is a multivolume archive saved to a tape (full and its relevant incremental backups), or there is only one full backup 
  2. Get a screenshot of the error;
  3. Get the Operation log if available (in the main window of the program click Tools -> Show log, and save the logs);
  4. Contact Acronis Customer Central with reference to this articles and all the collected information.

Acronis Backup Server

  1. Make sure the proper user account is used to access Acronis Backup Server. This is to be the same administrator account under which the backup was initially created, otherwise the backups will not be shown in the list.
  2. Check that RSM is not Disabled and its Startup Type is set to Manual. Click for instructions;
  3. If there are issues with getting the list of backups on a tape, then the cause could be in either Acronis tape database or RSM database:
  4. If the issue persists, do the following:
    1. Provide exact description of the issue, including answers to the following questions:
      • Are there several backups saved under different user accounts to the same tape?
      • Are there multivolume archives saved to the tape (full and its relevant incremental backups), or there are only full backups present (specify the approximate quantity and structure)?
    2. Get a screenshot of the error;
    3. Get the Operation log if available (in the main window of the program click Tools -> Show log, and save the logs);
    4. Get Windows System Information File;
    5. From the machine with Acronis Backup Server, get the \Documents and Settings\All Users\Application Data\Acronis\ folder;
    6. Contact Acronis Customer Central with reference to this articles and all the collected information.

More information

See also Working with Acronis True Image Echo and Tape Drives.

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