Errors during recovery can happen for a number of different reasons and this article will help troubleshoot and resolve such issues. 

Prerequisites

If you are having any sort of issue during recovery, always validate the archive as the first step. If validation find a problem with your archive please follow the instructions in this article.

When recovering to dissimilar hardware, make sure that both disks have the same logical sector size. See more details in Support for Advanced Format (4K-sector) hard disks.

When recovering a Linux system please note that transferring a Linux system between UEFI and BIOS is not supported. Linux system should be recovered to the same firmware type.

General Solutions

If the error is related to a problem accessing the archive during recovery, export the backup to a new location, preferably local, as a possible workaround.

If you are recovering a Linux filesystem, make sure that the bootable media you are using is set to "Linux Volume Representation".

Otherwise, depending on what is being recovered, please choose the correct section: 

• Files: follow these instructions in case a file-level recovery fails. 
• Partitions:  if you are having issues recovering a disk or partition, please click on this section.  

Files

Possible Solutions:

If it was not tried previously, always make sure that the recovery was tried from our bootable media using the latest build of our product and from inside the OS, both using the console and by double clicking on the archive. This will make sure we avoid possible conflicts for a specific component and will also provide troubleshooting information. 

If recovery still fails, please collect the following diagnostic information and contact Acronis Support:

• List the backup plan settings originally used to back up the data
• Details on the exact files backed up
• Step-by-step description of recovery procedure
• Details on the target disks and paths used for recovery
• Specify behavior seen in the different restoration procedures mentioned above and clarify if there is any difference
• Log of the recovery operation
• System Report from bootable media after recovery (without rebooting the machine after restore):
       Acronis Cyber Backup 12.5 and 12
       Acronis Cyber Backup 11.7 and 11.5

Partitions

Possible Solutions:

Make sure you have covered the first two points mentioned in General solutions.

If you are using Acronis Backup 11.5/11/7 and facing issues while recovering an LVM volume using automatic mapping, please make sure to read the description in this article. 

Make sure you are using the latest build of Acronis bootable media.

If you are restoring under Acronis bootable media and it suddenly reboots before the procedure is finished, please note that this is a crash. Follow instructions described in this article. 

If you are facing errors related to Universal Restore, make sure you have correctly configured the recovery task and added drivers for the new hardware. More information in Acronis Cyber Backup: Restoring to Dissimilar Hardware with Universal Restore. 

If these steps have not helped you, collect following information and contact Acronis Support:

• List the backup plan settings originally used to back up the data
• Description of the original physical disk configuration that was backed up and the target disk configuration
• Step-by-step description of recovery procedure
• Issue description, note when it happens;
• Log of the recovery operation from the Bootable Media (save logs after the operation has finished but before rebooting the machine)
• System Report from bootable media after restore (again, without rebooting the machine after restore):
       Acronis Cyber Backup 12.5 and 12
       Acronis Cyber Backup 11.7 and 11.5
• System Report from the restored system if possible:
       Acronis Cyber Backup 12.5 and 12
       Acronis Cyber Backup 11.7 and 11.5