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BUDR 4.0 Unable to Mount or restore from Backups

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Hello All.

I've been running a controlled roll out onto our customer servers of BUDR 4.0, and the associated testing I perform with each rollout.

On the limited machines that have been upgraded to BUDR 4.0, I've noticed a common problem which has me worried.

Not even ONE of the machines that I've upgraded to BUDR 4.0, am I able to restore from.

The backups run perfectly, verify ok, but through Kaseya, I can't mount the images.  Any of them.

Using the Kaseya UI for BUDR, I also am unable to mount any of the backups.

Has anyone seen this before???????????

Jason.

Verified Answer
  • Hello All,

    I've got an update.

    This is confirmed as an Acronis problem.  What appears to be happening is that Acronis times out when attempting a mount.  

    If I backup to a drive in the server itself, it will mount the images no problem, and lightning fast.

    If I backup to a network source, Acronis is unable to mount the backup images.

    It appears that due to network speed, the mounts fail.  Acronis is not getting a response back in the time it expects, so it fails the mount.

    Acronis themselves are connecting through to some of our servers to prove this.

    Support have said it may not be possible to have a fix for this until Acronis 11.

    Jason.

All Replies
  • had the same problem and should be a post.   What corrected it for us was the gui was changed to the kaseya install directrory not the working directory.   For example, when you install the agent it will install in the c:\program files\kaseya.  Their will be a backup directory in that folder and that is where you have to run the gui.  It happened to us about a month ago and support was supposed to have a hot fix out to copy it to the c:\program files\acronis.  I am not sure it is released or not.

  • Thanks for the response.

    I've tried your suggestion, but it doesn't work.

    I get an error 'cannot find the image archive'

    I've now been doing further testing, and I am seeing quite unusual behaviour.

    We have a site, where they have just replaced both their servers, with Server 2008 R2 Standard, and Server 2008 SBS.

    Both have BUDR 4.0.  The 2008 standard, mounts the images through Kaseya in amazingly fast time, no problem whatsoever.

    The SBS can't mount any of its backups at all, even from the 2008 standard.  The same error 'cannot find the image archive'.  Both these servers are on the same domain, backing up to the same repository, be it different folders for each server.  One runs perfectly, the other doesn't work at all - although it runs the backup and verifies it all ok everynight!

    I'm also seeing this same behaviour on 2 Server 2003 Standard, and 1 SBS 2003.

    I also have a 2008 SBS that is running perfectly at a different site.



    [edited by: Jason at 6:42 PM (GMT -8) on 3-6-2011] Spelling.
  • Please open a support ticket and post back the results.

  • Support ticket has been open since Friday.  So far, no response at all, apart from 'we are escalating it to a specialist'.

  • Guys if you are on budr 4.0 with acronis agent 10.xxxx then this fix might help.

    -Browse to backup image you want to mount and double click it.

    -it will prompt for password enter the password.

    -It will show the backups with dates. Pick any date double click and you are there.

    Do let me know if this works for you..

  • Yea, exploring the .tib file works if you just want to recover specific files. But like 2 weeks ago we had a .vhd crash, and couldnt get either the Kaseya GUI or the VSA to convert the backup to a .vhd.  None of our 100 backups would. Its like its a problem with Kaseyas custom crap they got going on but yet my ticket is waiting for a response from Acronis. Well after 8 hours of downtime and waiting for a "backup specialist" to call me back which was never going to call me back anyways because it was on a saturday and it wasnt high priority enough to get a call back, I finally just downloaded and installed Acronis 10 on one of the servers and converted the backup to .vhd from that, worked perfect. So how is this an Acronis problem.

  • The previous folder in wich it was installed was called TrueImageServer.

    In 4.0 it is C:\Program Files\Acronis\BackupAndRecovery\ GUI APP!

  • Yea we know where the GUI is, it just doesnt work. Try to convert an image to a vhd or mount a drive. See if you have any luck.

  • No problems with mounting driver.

    I will try to convert to a vhd, and post back my results.

  • Hello All,

    I've got an update.

    This is confirmed as an Acronis problem.  What appears to be happening is that Acronis times out when attempting a mount.  

    If I backup to a drive in the server itself, it will mount the images no problem, and lightning fast.

    If I backup to a network source, Acronis is unable to mount the backup images.

    It appears that due to network speed, the mounts fail.  Acronis is not getting a response back in the time it expects, so it fails the mount.

    Acronis themselves are connecting through to some of our servers to prove this.

    Support have said it may not be possible to have a fix for this until Acronis 11.

    Jason.

  • Hi all,

    .. not sure if this is part of the issue, but I had the same problem, an Image (stored on a NAS device) wouldn't mount on several machines including the server.  sometimes it would fail quickly, sometimes it would take a minute or two.  But always got the eventual "Mount Failed"

    I followed the "Browse to the TIB file" instructions above and got a Window Security warning "Opening these files might be harmful to your computer".  Hit OK and it worked as expected.

    Is Windows Security somehow getting in the way of the remote mount?

    dave

  • Jason, I wish that answer was true.  I still cant mount or convert backups from a local USB 3.0 external hard drive. Cant get much faster than that. And its instant that it says "Failed to connect to mms"  Whatever that means.  

  • Well, that's discouraging. We've been updating to the 10.x build and now we find that almost universally we can't mount or even do the browse-and-copy trick if the TIBs are on a NAS device. After all these years, now we can't rely on our Acronis backups? If we have a crisis at a client, we're going to lose that client in a snap.

    I guess I'll go open a ticket.

  • Any feedback GreyDuck? I am having the same problem with my Volumebackup sitting on a NAS device only difference is that i can open and browse the content but mounting does not work.

  • My ticket was forwarded to a specialist the day I opened it, and naught since. It was right before the holiday weekend, mind you, but...