Introduction

Some of hard drives or RAID may not be recognized by Acronis Snap Deploy or may be displayed incorrectly. How to troubleshoot such issues and what information needs to be collected, described in this article.

Solution

Troubleshooting

1. For Acronis Snap Deloy 4 or 5, try to update SnapAPI driver, reboot system and then reproduce the issue:
   SnapAPI for Acronis Snap Deploy 5
   SnapAPI for Acronis Snap Deploy 4
2. If there is any non-Acronis backup software installed, try to disable it temporarily;
3. Antivirus software can block access to the disk. Try to disable the antivirus temporarily, too. If the issue is not reproduced anymore, add Snap Deploy folders to Antivirus' exclusions;
4. Boot the machine from WinPE-based or Linux-based Bootable media and reproduce the issue;
5. If nothing helps, go to Collect information part;

Collecting information

• • Results of the steps performed in the Troubleshooting part;
  • Collect SnapAPI log. Follow steps below to collect it;

Collecting SnapAPI logs:

1. Open Windows Registry Editor (Start-Run -> regedit);
2. Browse to the following subkey:
   - Windows 32 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\
   - Windows 64 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\
3. Create a subkey SnapAPI:

   (!) Make sure to set correct uppercase letters

   

4. In the created key, create a new DWORD parameter with name SnapApiTracing

   (!) Watch uppercase and lowercase letters

   

   

5. Double-click on SnapApiTracing parameter and set the value to 1:

   

6. Reproduce the issue and collect SnapAPI logs from folder:

   Windows 2000/XP/2003: Documents and Settings\All Users\Application Data\Acronis\SnapAPILogs\
   Windows Vista/Windows 7/Windows 8: ProgramData\Acronis\SnapAPILogs

7. Turn off the logging: delete the subkey HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\SnapAPI or set the value of the SnapApiTracing parameter to 0.

• • Process monitor log (PML) while reproducing the problem.
  • System Information;