1. The first step in troubleshooting and resolving this issue is to verify all of the low-level driver components of Acronis SnapAPI driver. This is a difficult process to run manually due to the number of components and their installation complexity. Our developers have created an automatic verification tool: installation_test.x86.exe
Please do the following to check the installation:
- Download installation_test.x86.exe
- Open the Command Prompt (Start -> Run -> cmd)
- Navigate to the directory where you have saved the tool by issuing:
where <path_to_the_tool> is the path to installation_test.x86.exe
- Run the following command:
installation_test.x86.exe -drivers fltsrv snapapi
- You will see a message like "Modules configuration is ok" or "Modules configuration failed".
- If the configuration is OK and you still cannot see the disks, please go the the collect information step.
2. Check consistency of disk sectors:
1. Run Acronis Disk Report utility on the affected machine. Follow KB 1638: Acronis Disk Report for details. Acronis Disk Report is also being collected as a part of system information,
2. Open Acronis Disk Report in a text editor and find the "Total sectors" line for the first disk. Note its value:
3. Find where the backup LBA is located for a particular disk using public resources (e.g. Wikipedia). In GPT header format, it will be offset 32, length 8 bytes:
4. Copy first three rows of Disk Report for sector 1 to a disk analyzer tool (you can use a free tool, e.g. HxD) to check which sector is being used for Backup LBA in fact:
5. After pasting the rows to the tool, convert the values to decimal:
6. Find offset 32 (where backup LBA is located) and highlight the number of columns according to the length (8 bytes). Note the value "UInt32" that shows the Backup LBA location:
This value should be lowed than total number of sectors (see step 1). If the value is higher, this indicates hardware issues with disk. Contact disk vendor to resolve the issue.