45806: Acronis True Image: Troubleshooting Mount/Explore Issues in Windows

    Last update: 14-05-2021

    Should you experience a problem with mounting and/or exploring backups, please follow these steps to troubleshoot such issues.

    Troubleshooting steps

    • Validate the backup to check if it is not corrupted. If validation shows the backup is corrupted, proceed as described in Troubleshooting Issues with Corrupt Backups.
    • Make sure the folder where the backup is placed has full permission (read/write access):

      For more information, see this article for different versions of Windows
    • Make sure that archive is consistent (all the backup files are in the same location) if it is an Incremental backup chain.
    • If the archive/backup is located on a network share, try to place the entire archive/backup on a local disk to localize the problem.
    • If nothing helps, go to Collect information part.

    Collect information

    The following information has to be collected for further investigation of the issue:

    1. Information about software: what version and build of Acronis True Image was used to create the backup.
    2. Information about backup: backup scheme that was used (full/incremental/differential), backup splitting if any, password protection/encryption, backup location.
    3. Collect Process monitor log (PML) when trying to explore/mount the backup.
    4. If mount operation hangs or crashes, collect dump of the crashed process. Proceed as described in Acronis Software: Troubleshooting Application Crashes or Acronis Software: Troubleshooting Application Lockups.
    5. System report: see Acronis True Image: Collecting System Report.

    With information collected please contact contact Acronis Support