Delete snapman and snapman380 registry values and update Acronis drivers

This article applies to:

• Acronis True Image Echo Server for Windows Build 8353
• Acronis True Image Echo Workstation Build 8353
• Acronis True Image Echo Enterprise Server Build 8353

Symptoms

When running Acronis True Image Echo Build 8353 in Windows 2008 Server, the program does not detect multipath devices or hangs on analyzing them.

(!) To find out if you have a multipath device, get Windows System Information File and search for the word "multipath" or "Multi-Path", or look for the device under Components -> Storage (e.g. Components -> Storage -> Disks -> Model DELL MD3000i Multi-Path Disk Device).

Cause

Issue in the low-level SnapAPI drivers.

Solution

Update Acronis drivers as described below.

(!) This workaround is only for issues with multipath devices and only in Windows 2008 Server. Do not use it to solve any other issue.

1. Go to Start -> Control Panel -> Programs and Features;

2. Check if there is the SnapAPI entry in the list of installed programs;
   If there is the SnapAPI entry, click on it and choose Uninstall.

3. Open Start -> Run -> regedit;

4.  Remove the current SnapAPI drivers as described in Removing Acronis SnapAPI Drivers.

5. Reboot the machine;

6. Rename the snapapi.dll and snapapivss.dll files to snapapi.old and snapapivss.old in the following folder:

   Windows Server 2008 32 bit: \Windows\system32\
   Windows Server 2008 64 bit: \Windows\syswow64\

7. Download Acronis driver update and extract it;

8. Install the extracted file (with disabled logging).

9. Reboot the machine.

More information

This workaround is only applicable to Acronis True Image Echo Build 8353 and can only be used to fix the issue with multipath devices in Windows Server 2008 x32/x64 systems.

There is no such issue in Acronis Backup & Recovery 10.