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

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

    Troubleshooting steps

    Collect information

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

    1. System report (Acronis True Image 2016: Generating System Report, Acronis True Image 2015: Generating System Report or Acronis True Image 2014: Generating System Report).
    2. If backup is located on a network share/NAS, collect PCAP Log.
    3. Process monitor log (PML).
    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: Troublshooting Application Lockups.
    5. Information about software: its version and build that was used to create the backup.
    6. Information about backup: backup scheme that was used (full/incremental/differential), backup splitting, password protection/encryption, backup location.

    With information collected please contact contact Acronis Customer Central

     

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