45432: Acronis Software: Troubleshooting Universal Restore and Bootability Issues

    Instruction on how to troubleshoot and resolve issues with Acronis Universal Restore or Acronis Universal Deploy

    About Universal Restore and Universal Deploy

    Universal restore technology is intended to provide ability to boot operating system after migration to dissimilar hardware. Most common issues are related to non-bootable operating system after restore with Universal Restore.

    For more information on the technology, see
    Acronis Universal Restore
    Acronis Backup 11.5: Restoring to Dissimilar Hardware with Universal Restore
    Acronis Backup 11.5: Fix Bootability with Acronis Universal Restore
    Acronis True Image 2016: Restoring to Dissimilar Hardware with Acronis Universal Restore
    Changing RAID Configuration without Changing RAID Controller Does Not Require Acronis Universal Restore

    Acronis Universal Deploy is a similar technology used in Acronis Snap Deploy while deploying an image to dissimilar hardware, see Universal Deploy.

    About Windows boot process


    Collecting information

    Collect following information and contact Acronis Customer Central.

    Information required AUR is not prompted MBR error BSOD 0x7B Any other BSOD
    Detailed issue description x x x x
    BIOS screenshot  
    Disk report Source x
    System report from bootable media Source  
    Target (Just after recovery)
    System report in Windows Source  
    Target (From Safe mode)      
    Registry captures Source  
    Clean installation    
    BSOD screenshot    


    Detailed issue description
    Collect information on image source (OS, hardware, how image was taken), what restore/deployment settings were used (screenshots are preferable, mulitcast/unicast to be checked for deployment issues), how the restored PC is booted (from Windows, media on PXE/CD/USB, type of media), peculiarities of the hardware and environment (special RAID, subnets etc.), error message and everything to effectively understand and later reproduce the issue.

    BIOS screenshot
    Useful information here is boot order, disks configuration and UEFI parameters

    Disk report analysis
    Disk report is saved automatically as a part of Acronisinfo gathered from bootable media.
    1. Check if active flag is set on the appropriate partition.
    2. Check partition layout: MBR should end on 63 sector; first partition should start either from 64 sector (before Vista) or from 2048 sector (starting from Vista).
    3. Check if MBR has some traces of encryption software.

    System Report
    Collect System Report from the machine in question: see instruction for Acronis True Image 2016: Generating System Report or Acronis Backup 11.5 Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility

    Registry captures
    OS Windows locks registry files while OS is running so you collect registry either from Linux bootable media or WinPE environment (just backup them or copy if you use WinPE). Required files are located at %WINDOWS%\system32\config. You will need file named "system" and in particular cases (per request) you will also need one named "software". More information you can find in Capturing Windows Registry.

    Memory Dump
    See Creating Windows Memory Dumps.

    Ask the Customer to upload exactly same pack of drivers that he used for AUR (and additionally link to these drivers download page). If recovery log contains error messages related to drivers you may do the following:

    1. Open inf file with Wordpad and check if architecture and OS parameters are corresponding to recovered OS.
    2. You can also use ChkINF utility from Microsoft to verify drivers.
    3. Most reliable way is to install clean OS of the same edition on the target machine using these drivers

    BSOD screenshot
    Information we need here is BSOD error number and full message, including 4 values in brackets and text of the error message



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