57992: Acronis True Image: NAS Is Not Detected

    Quick solution

    If NAS is not listed under "My NAS connections" and/or under "Network", type NAS` IP-address in the text field "Back up to:", then hit Enter on keyboard.

    Note: it may take several seconds to connect to the NAS.

    If that does not help, try indicating NAS` name and a shared folder as shown below. Do not forget to press Enter after each attempt.

    More details on troubleshooting NAS detection in Windows and Acronis Linux and WinPE bootable environments are below.

    Windows version of Acronis True Image:

    NAS is not listed under "My NAS connections"

    Starting from 2012 version, Acronis True Image on Windows is capable of automatically detecting NAS devices in local network. Found devices are shown under special “My NAS connections” section in “Browse” dialog window. Automatic detection is done through Apple`s Bonjour service for Windows. If NAS is not listed under "My NAS connections", troubleshoot the issue as follows:

    Following requirements must be met:

    1. Bonjour service must be installed in Windows
      Download page for Windows XP SP3 32-bit, Windows 7 (32 and 64-bit):
      https://support.apple.com/kb/DL999 (version 2 of Bonjour service).

      64-bit Windows 7, 8 and 10: use 7-zip or other archiver to extract Bonjour64.msi from iTunes installation file https://www.apple.com/itunes/download/ (version 3 of Bonjour service).
      Bonjour service is not available for 32-bit versions of Windows 8 and 10, meaning that automatic NAS detection feature will not work on these OSes.

    2. Bonjour service must be running
      To check whether Bonjour service is running, open Windows Task Manager and see whether the process mDNSResponder.exe is running.
      If it is not – reinstall Bonjour and restart the computer
    3. Port 5353 UDP must be opened on Windows machine with Acronis True Image
    4. Port 5353 UDP must not be blocked on router/switch that is used to connect to NAS

      Use additional troubleshooting steps if all previously listed requirements are met, but NAS is still not detected automatically:

    5. Restart PC, router and NAS
    6. Add "C:\Program Files\Bonjour\mDNSResponder.exe“ to antivirus/firewall/antimalware exception list
    7. Log out from all VPN clients and close them
    8. Install all Windows updates and service packs available

    NAS is not listed under Network section


    If you expand "Network" in Browse dialog box and do not see your NAS, it is most probably due to network environment problems.

    In order to see whether the issue occurs with Acronis only or it is universal, please open Windows Explorer and see if the NAS is shown under Network:

    Follow steps below to troubleshoot NAS detection in Windows:

    1. Check if the NAS could be pinged:
    Open Start menu, type cmd and press Enter
    Type ping <NAS name or ip-address> and press Enter:

    See if there are any errors with reaching the NAS

    2. See if the NAS could be accessed by typing its name or IP-address directly in the address bar:

    Try accessing the NAS by name and ip-address, access the "root folder" of the NAS and one of its shares, for example:
    \\MyNAS
    \\192.168.0.12
    \\MyNAS\Public
    \\192.168.0.12\Public

    3. Reboot PC, NAS and router

    4. Create a new SMB/CIFS share through NAS Management Console in web browser

    5. Disable NFS shares on NAS through NAS Management Console in web browser

    6. If possible, changed highest version of SMB protocol allowed from 3 to 2 through NAS Management Console in web browser

    Bootable media/Acronis Startup Recovery Manager (ASRM):

    After starting Acronis True Image in bootable media or Acronis Startup Recovery Manager, allow it 2-3 minutes before opening "Recover" or "Backup" dialog. Sometimes network initialization requires that extra time to complete. That would be especially useful for Wi-Fi networks.
    (!) Wi-Fi connections are supported only in standard Linux-based media and ASRM. WinPE-based media does not support Wi-Fi due to Microsoft`s limitation.

    Automatic NAS detection in "My NAS connections" in bootable media is done through Universal Plug and Play (UPnP) service.

    If it is not able to automatically find your NAS, either expand "Computers Near Me" section or just type IP-address/name of your NAS directly in "File name" field, for example:

    \\192.168.0.12\

    or

    \\MyNAS\

    In the above example replace 192.168.0.12 with your NAS` IP-address and MyNAS - with your NAS name.

    After you type backward slash ("\") after IP-address or NAS` name, the program will attempt to connect to indicated NAS automatically. You do not need to press any extra key to force connection. It may take a minute to locate the NAS. If indicated IP-address is found or NAS` name is resolved, you will be prompted to enter your NAS credentials.

    Troubleshooting NAS detection in bootable media and ASRM:

    1. See if network card is detected
      Linux-based media and ASRM:

      Click on Network Options button and see if the network card is listed. If opened window is empty/blank, it means that no network card has been detected. In such case use WinPE-based media, or, if the issue persists, WinPE with custom drivers for particular network card.

      WinPE-based media does not have “Network Options” button at all. In order to see detected network cards, switch to black command-line window behind Acronis True Image and issue command “ipconfig /all” (without quotes). See if network card is detected:
    2. Make sure that assigned IP-address is not a link-local address:


      Look at IP Address value (Linux-based media and ASRM) or IPv4 Address (WinPE-based media). It must not start with 169.254., otherwise it would mean link-local address has been assigned and there is no proper connection to DHCP server. If it starts with 169.254, make sure that cables are connected properly to the PC, router and NAS, reboot them.
    3. Run ping command to see if there is network connection to NAS.
      Linux-based media and ASRM:

      Press Ctrl+Alt+F2 to enter command-line
      Type ping <NAS name or ip> -w 10, e.g.
      ping MyNAS -w 10
      or
      ping 10.250.31.101 -w 10
      See if there are any errors and whether any packets were lost (last 2 lines). If yes – there is an issue with environment.
      Parameter -w defines number of seconds until ping exits. Return to graphical user interface (GUI) by pressing key combination Alt+F1

      WinPE-based media:

      In WinPE-based media switch to black cmd window and see if ping command returns any errors.
      Try NAS name and ip, e.g.
      ping MyNAS
      ping 10.250.31.101
    4. If ping succeeds, you can attempt to mount share on the NAS as a network drive in WinPE-based media:

      Switch to black command-line window and mount NAS share as network drive:

      net use Z: \\192.169.0.12\Public /user MyUser MyPassword

      or

      net use Z: \\MyNAS\Public /user MyUser MyPassword

      Replace 192.169.0.12 and MyNAS with your NAS` ip-address and name.
      Replace Public with share name.
      Replace MyUser and MyPassword with NAS` user name and password.
      After executing command, mounted share will appear under “This PC” section in Browse dialog window as Z: drive.

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