cvccvc

1. cvccvc Backup Issues Bootable Media Issues • Partition Backup • log with error • screen shot of the error • system/non-system partition being backed up • what is the target for the backup? • if target is external HDD/network – is backup to internal HDD successful? • manual/scheduled • if scheduled, exact settings • AcronisInfo • results of the same backup inWindows/from bootable media Nonstop Backup • step-by-step description • AcronisInfo with cdp.metadata logs/or get cdp.metadata file from Time Explorer Storage • what data are being backed up • storage for Nonstop backup • was checkdisk carried out? • Data Backup • log with error • screen shot of the error • what data and from which storage are backed up? • what is the target for the backup? • if target is external HDD/network – is backup to internal HDD successful? • manual/scheduled • if scheduled, exact settings • AcronisInfo • results of the same backup in Windows/from bootable media Kernel Boot Issues (after boot menu, before GUI appears) • boot without quiettake screen’s picture • (optional)does any previous version of Acronis products boot successfully? If yes, then get sysinfo version of Acronis products boot successfully? If yes, then get sysinfo Hardware Recognition HDD • sysinfo • Acronis Report from Windows Environment RAID (seen as separate HDDs) • sysinfo • AcronisInfo from Windows env-t (at least MSInfo and Acronis Report ) Network card • check if network card is visible at ToolsOptions • sysinfo • MSinfo or AcronisInfo Email Backup • screen shot of the error message/step-by-step actions • version of email client • number and types of accounts (POP3 and IMAP) • screen shots of email backup settings • logs containing the error • AcronisInfo Online Backup • was initial backup created successfully? • certificate issue-close ATIH, start Wireshark, reproduce the issue, collect the log • server availability issue • Get ping.log and tracert.log • specify the time and date when the error occurred, amount of data backed up/restored • all issues • system report, • Orfolder Acronis from Documents and settings\AllUsers\ApplicationData • Application and System event logs Backup to Network Network share • log with error • what data are being backed up • is copying a file in Windows to this network share successful? • Wireshark log • Acronis Info NAS • what data are being backed up • is copying a file in Windows to this NAS successful? • can the NAS be pinged in Windows via IP address? • exact NAS model • is NAS in domain? • log with error • Wireshark(+IP addresses of the NAS and source machine) • AcronisInfo Acronis Loader issues • Exact moment of the error • BIOS version • AcronisInfo Other issues with bootable media • step-by-step description • sysinfo after reproducing the issue • picture of the screen if the issue is in GUI/not clear or strange error messages

2. Restore Issues Other Issues Restore with AUR • AUR log • system report from the target machine collected using bootable CD • system report from source machine • registry capture from source and target systems • Mass Storage drivers • result of restore – BSOD, ability to boot into Safe Mode, black screen. • if BSOD-take a picture of the screen • if Safe Mode – export HKEY_LOCAL_MACHINE\SYSTEM\ • CurrentControlSet • Does the original system boot successfully? Program Crash • exact moment of the crash • AcronisInfo • DrWatson crash dump (see KB 2192) • is it the first time this restore problem occurs? BSOD/System Crash • exact moment of the crash • AcronisInfo • get full memory dump KB 17639 Try&Decide • exact sequence of actions • what actions are performed during Try&Decide? • is ASRM activated? • screen shots of actions • AcronisInfo GUI issues • screen shot/series of screen shots (depends on the issue) • customer’s step-by-step actions • AcronisInfo • does the issue influence backup/restore/other operations performance? Corrupt Backups • result of Memtest (photo) • a)corrupt backups created in Windows - get AcronisInfo • b)bootable media - get Acronis Linux Report after a corrupt backup is created • if other types of backups are created corrupt • when does the error message appear? during automatic validation, manual validation, recovery OS Selector • exact steps of the customer • order of operating systems installation OS installation • -if the OS can be installed without OS Selector • -Acronis Info Image Restore • error message • log containing the error • results of restore in Windows/using bootable media • backup file location • is it the first time this restore problem occurs? File-backup restore • error message • log containing the error • results of restore in Windows/using bootable media • backup file location • is it the first time this restore problem occurs? Installation • exact moment when the issue occurs • MSI log • MSinfo • dump if the installation crashes • full memory dump if the computer reboots/BSODs during installation Uninstallation • history of Acronis products installation • exact steps during uninstallation • screen shot of the error message • if Cleanup utility was used • dump if the uninstall process crashes • full memory dump if the computer reboots/BSODs during/afteruninstallation • MSInfo Email backup Restore • What components are restored? • name of email client, types of accounts • backup file location • restore to the original or new system • error message/results of restore • log with error message