46340: Acronis True Image: Recovery Fails

    This article provides information on troubleshooting possible problems with file/partition/mail recovery.

    Depending on the issue you are facing navigate to the corresponding section below.

    Partition recovery fails

    Follow these steps to perform the recovery (or to localize the issue in case further investigation is needed):

    • Try to validate the backup. If the validation fails, proceed as described in Troubleshooting Issues with Corrupt Backups to investigate the root cause of the issue. You can still try to recover files/folders from the corrupted image by following the steps below.
    • Try to mount the image (this way you can recover files from the image).
    • Try to recover another version of the backup (if exists).
    • Try to restore the whole disk:
    • If the backup is located on a network share, place the backup to a local drive and reproduce the issue.
    • Try to restore partition using bootable media.

    If the problem still persists, collect the following information and contact Acronis Customer Central:

    File recovery fails

    Follow these steps to perform the recovery (or to localize the issue in case further investigation is needed):

    • Try to validate the backup. If the validation fails, proceed as described in Troubleshooting Issues with Corrupt Backups to investigate the root cause of the issue.
    • Try to open the backup with Windows Explorer (by double-clicking on the *.TIB file) -> right-click on the file/folder you want to recover -> select "Copy" -> and then paste the file to any location:
    • If the backup is located on a network share, try to place the backup to a local drive and reproduce the issue.
    • Try to restore files using Bootable media.
    • Try to recover another version of the backup (if exists).

    If files are corrupted after recovery (additional steps)

    • Try to open the source of the corrupted file (if it does not open, the source file was corrupted before backup).
    • Open the backup by double-clicking in Windows Explorer and try to open the corrupted file:
    • Turn off antivirus software before reproducing (if installed). If it is not reproduced, add Acronis-related folders to antivirus' exclusions. See Acronis Software: Making Acronis Products Compatible with Antivirus Software for more information.
    • If the file that gets corrupted after recovery was used by another process before backup, try to close the program that is using the file or end its process. Then reproduce the issue.

    To find out what process is currently using the file, perform the next steps:

    • Download ProcessExplorer;
    • Extract the archive, launch the procexp.exe and click "Agree" button;
    • On the main screen, go to "View -> Select columns...":
    • Tick the "Command Line" check box and click "OK" button;

      As a result, "Command Line" column will be displayed:
    • Find the name of file that becomes corrupted in the Command Line column:
    • Right-click on the row and select "Kill Process" -> Click "OK":
    • Create a backup again and try to reproduce the issue.

    Once all of the steps above are checked and the problem still persists, collect the following information and contact Acronis Customer Central:

    E-mail recovery fails (Acronis True Image 2014)

    • Try to validate the backup. If the validation fails, proceed as described in Troubleshooting Issues with Corrupt Backups to investigate the root cause of the issue.
    • If the backup is located on a network share, try to place the backup to a local drive and reproduce the issue.
    • Try to recover another version of the backup (if exists).
    • Try to recover one item from the backup separately, not the whole backup. Example:
    • Make sure that there is no Email client's process running. To check it, open Task Manager by pressing CTRL+SHIFT+ESC keys on the keyboard, open "Processes" tab and look for the Email client's process: 
      MS Office Outlook (all versions) - OUTLOOK.EXE (OUTLOOK.EXE *32)
      MS Outlook Express - msimn.exe (msimn.exe *32)
      MS Windows Live mail (all versions) - wlmail.exe (wlmail.exe *32)
      Right-click on the process and select "End Process". 

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