How to troubleshoot and solve the issue
This article applies to:
- Acronis True Image Home 2011
- Acronis True Image Home 2010
- Acronis True Image Home 2009
- Acronis True Image 11 Home
- Acronis True Image 10.0 Home
- Acronis True Image Echo Server for Windows
- Acronis True Image Echo Workstation
- Acronis True Image Echo Enterprise Server
- Using Acronis True Image you are trying to mount a backup archive;
- Acronis True Image fails to mount it.
There can be various causes for this.
Use the following algorithm to identify the issue:
- Update the software to the latest build. See Downloading the Latest Build of Acronis Software;
- Make sure the backup archive that you are trying to mount is the one of an entire hard disk or a partition. Backup acrhives of files or folders cannot be mounted. See Mounting an Image Archive Created from Individual Files or Folders Fails;
- If the backup archive is split, make sure that all the volumes reside in the same folder. See also Mounting an Image Spanned over Several CD or DVD Discs Fails;
- Verify the backup archive by means of the Validate Backup Archive tool. See also Troubleshooting Issues with Corrupt Backups;
- If there is an EISA partition (generally the service partition on a laptop) showing up on the last screen of the Mount wizard, do not mount it;
- Unplug or disable all USB and card reading devices (unless your backup archive resides on one of those), and try to mount it;
- If there is any encryption or security software, try temporarily disabling it, and see if this resolves the issue.
If none of the solutions helps, please collect diagnostic information using AcronisInfo Utility and contact Acronis Support with reference to this article.