Acronis Corporate Server Edition has mind of its own

Hi experts,

I back up the server every night using Acronis Server Enterprise Edition. This works pretty much without fail. I check them often to make sure the backups are working and they are restorable.

Last  night I needed to restore just one folder. I couldn't copy and paste due to an error message where the older file was in use, etc. I figured if I restored, it would replace it.

When I chose the restore wizard and browsed to the folder (which was the only one checked), I marked it. I then chose the destination and chose to restore/overwrite the existing file. It is frustrating that it doesn't show the exact folder or file it is going to restore, although this may be due to what I will explain next.

When I chose to restore, it decided to to check the archived backup. This took over 1.5 hours, which seemed a bit long for a folder with 20 files (10Mbs). It then asked me to reboot the computer where it came up in DOS(?) and started to run there. I figured this was due to it's needing to back up while it wasn't actually running from Windows. Again, is started to check the archive, which is said would take six hours. At 3% (about 15 minutes) my sense was it was going to restore the entire server, something I didn't need nor want for obvious reasons.

I have sent an email to Acronis (one would think there would be a phone number that didn't cost money). I realize this may be an Acronis error, but for those of you who use Acronis, is there some silly thing I am missing. I made sure that when I browsed to the folder that I only had it checked and not the entire path.

I couldn't find Acronis under restore, so I chose DriveCopy just to get into the actual restore backup section.
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Bert2005Asked:
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lnkevinConnect With a Mentor Commented:
If the update does not make difference, you should reinstall Acronis. Also, make sure you have latest windows sp and update in place.

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sifueditionCommented:
I can't say that I have seen this error but I did find the user's guide which may be of assistance to you:

http://us1.download.acronis.com/pdf/TrueImageEnterpriseServer8.0_ug.en.pdf

Briefly scanning that document, it mentions connecting the image as a virtual disk to copy and paste files.  I am assuming that is the process you used when you say you were unable to copy and paste?
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Bert2005Author Commented:
sifuedition,

Thanks for the response. Yes, you can "mount" the image which is pretty cool. You basically can see another C: or D: or whatever dirve in Windows Explorer and browse through it directly. But, if you wanted to restore the entire system, you would not be able to do it that way, so you would have to use the restore feature. This feature allows you to choose from A) Restore entire drive or partition and B) Restore separate files or folders.

In the past, if one file got corrupted or lost or overwritten, etc. I would simply mount the image and go get the file and replace it manually. But, here, since I could not do this, I used the restore feature and had the above problem.
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sifueditionCommented:
What version of Acronis Enterprise are you using?
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Bert2005Author Commented:
Acronis True Image Server v9.1 (build 3,832)
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lnkevinCommented:
Check the below link for Acronis 9.1 guide. On page 35 of 81, here is what I have found:
http://us1.download.acronis.com/pdf/TrueImage9.0_ug.en.pdf
Restore specified files or folders
With this selection, you will be further offered to select where to restore selected folders/files (original or new location), choose files/folders to be restored and so on. These steps look like those in file archive restore. However, watch your selection: if you are to restore files instead of disk/partition, uncheck the unnecessary folders. Otherwise you will restore a lot of excessive files...

This could be your case. Did you know for sure that you unchecked the folder that you don't want to restore?
You mentioned it is frustrating that it doesn't show the exact folder or file it is going to restore...
You may not have the image mounted correctly. If it mounted correctly, you can choose the exact file or folder to restore and its destination folder as well.

Check page 55 of this procedure for how to mount an image.

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Bert2005Author Commented:
Thanks Kevin,

No, there is definitely a bug in the program. Very weird. It may not be a bug, but it needs an update or it is installed wrong or something.

I appreciate your help. I have been using Acronis for years. There are two basic options to restore or rescue lost, damaged or deleted files. The cool thing about Acronis or Ghost (before Symantec bought it) or any other imagine software is the ability to mount the image and have a complete image of it. So, I only mount the C:drive or D:drive or E:drive when I want to be able to browse through them and look for certain files or folders. Definitely a cool feature with Acronis to be able to mount a drive and have it appear in My Computer and look exactly like the C:drive. This is very advantageous to be able to just grab a few files/folders and replace them without going through the hassle and slightly more complicated restore process.

But, restore has its virtues as well. It's difficult to replace an entire partition or drive from a mounted image, and not possible that I know of to restore the entire system from a mounted image. So, one should be able to restore files and folders or whole drives from the image archive without mounting it first. Just for fun, I tried, and it can't be done.

Now, just for an experiment (and why I didn't think of this, I don't know why), I went to Acronis True Image Home on my personal computer. It backs up an image every night. So, I clicked on restore, browsed to the archive image, then browsed to the files I wanted, then chose a destination and ran it. I chose  three folders, and it restored them in about five seconds. This is how the other is supposed to work.

For some reason, the Corporate Edition on the server is trying to restore the entire C: drive (scary) even though only a few files were chosen.

Making sure all of the files in the tree above weren't checked was a good reminder/idea/tip, but I definitely remembered that, and the only folders checked were the ones I wanted to restore. Definitely, if you click on C:, then Program Files, then a folder; all of the boxes will be checked green. You have to go back and uncheck the ones you don't want.

So, I think this is coming down to a support issue with Acronis. I was hoping to get a possible quick answer here as I figured support might be slow. And, I was right, as they still have not gotten back to me. And, they make you pay for "priority phone support." This after paying $700 for the program. I would think that would come with decent support.

Thanks.
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lnkevinCommented:
I just threw in some sanity check since I don't know you work with this product for years (because you stated unknown in author skill set, it's hard for the expert to give out a correct answer at your level). Anyway, if you know exactly what you have done and surely know that you did not make mistake, I can only assume the problem was from your application. I checked with the folk in our environment, as far as I know, we use acronis in some of our lab backup and they don't have the same problem with the restoration (version 8 and 9.1). So, if it is a bug from the program, we expect to have the same problem with our 9.1. My best bet for now is reinstall your Acronis. Let wait and hear from the support to see if they have any other solutions.

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Bert2005Author Commented:
Kevin,

Thanks for your reply. Sorry about the skill level. I usually put intermediate or whatever since most of my questions are on SBS or Networking or Cisco, and that is where I am. Unfortunately, the profile lets you put some things about your setup in it like SBS 2003 Standard Edition R2 with PIX 501, etc., but it isn't very user friendly with the many other choices there.

I just downloaded an upgrade, which has been around for awhile, so let me see if that helps.
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Bert2005Author Commented:
Wow, what a busy day. Couldn't even get to my email, which is a dead giveaway of how busy it is. If I reinstall, will I lose my scheduled backups? Not a big deal to redo it, but still.

I can't remember if I told you this or not. So ignore it if I did. But, I received an email from Acronis telling me the issue is probably that the files are in use. Well, I know that affects many things on computers, but I would hope it wouldn't affect Acronis given that is one of its selling points, at least with the backup portion. Since I was trying to restore MSSharepoint or SQL whatever, I treied again after stopping every service that pertained to it. I got it down from two hours (on the archive check) to somewhere between 30 minutes and an hour and a half depending on the services. That is still way too long. Of course, that is just to check the archive. Then you have to reboot and run in that mode (DOS?), but even then it goes into a ridiculous six hour archive check.
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lnkevinCommented:
Wow, good to know it.

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Bert2005Author Commented:
I will get back to when I talk with Acronis. At the moment, my server is very slow, and I have posted on SBS. I am holding off contacting Acronis until I make sure that the server's being slow wasn't an issue. Of course, I think the Acronis issue predated the server, but who knows. It all seems to run together.
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