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Backup fails because selected disk or partition could not be found - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="problem">Problem</h3> <p>Backup fails with with on of the following error messages: -</p> <ul><li>"Failed to find hard disk"</li> <li>"Failed to find partition"</li> <li>"Failed to resolve the item:" (followed by disk number or partition letter)</li> </ul><h3 data-id="cause"><strong>Cause</strong></h3> <ul><li>Acronis disk audit may be out of date.</li> <li>A permission problem may prevent access to Acronis low-level disk drivers during the backup.</li> <li>There was a bug in an earlier build of Acronis (10.0-17552) which caused disks to be audited incorrectly on some clients.</li> </ul><p> </p> <h3 data-id="resolution"><strong>Resolution</strong></h3> <p>1) go to Backup > Configure > Install/Remove function and ensure Acronis client is updated the latest build (11.5-37977 at the time of writing)</p> <p>2) if the client is already up-to-date, <em>verify</em> the installation (this will update the drive list)</p> <p>3) submit a new backup<br><br>If the problem persists at this point: -<br><br>4) log onto the client computer as the "agent credential" account and run this command from a cmd prompt: -</p> <p><em><strong>Acronis v11.x</strong> </em>- "acrocmd list disks"<br><em><strong>Acronis v10.x</strong></em> or earlier - "<programfiles>\Acronis\BackupAndRecovery\trueimagecmd.exe /list"<br><br>It should report disk hardware details. If no data is displayed or you see an error message or UAC pop-up, then it is most likely a permission problem. Please proceed as follows in this case: -<br><br>5) if UAC is enabled, set the trueimagecmd.exe or acrocmd.exe process to run as administrator: -<br>- right click on file and select properties<br>- click on Compatibility tab and check "Run this program as administrator"<br><br>6) check if the credential account belongs to local "administrators" and "backup operators" groups - if not, add it to both groups and re-test the backup<br><br>7) if the account already belongs to the required groups, create another account (domain or local) with the same group membership and enter this as the agent credential account <br><br>8) test the backup again</p> <p> </p> <h3 data-id="further-investigation"><strong>Further investigation</strong></h3> <p>If the issue is unresolved, please submit the following information to Kaseya support: -</p> <p><br>1) exact error message when backup fails<br>2) Acronis disk audit saved on the kserver (<strong>C:\Kaseya\UserProfiles\<agentguid>\Audit\backupList.xml</strong>)<br>3) output from trueimagecmd.exe /list command (as per step 4 above) - include a screenshot of any error message or pop-up<br>4) is UAC enabled on client?<br>5) outcome of testing with different agent credentials<br>6) Acronis Info tool output from client machine (see <a title="KKB000732" rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.zendesk.com%2Fentries%2F32393263-How-do-I-run-the-Acronis-Info-Report-Utility-">KKB000732</a> for details)</p> <p> </p> <h3 data-id="related-articles"><strong>Related articles</strong></h3> <p><a title="KKB000825" rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.zendesk.com%2Fentries%2F32465413-Information-about-Acronis-client-v10-0-18058">KKB000825</a> Information about Acronis client v10.0-18058</p> <p> </p> <h3 data-id="applies-to"><strong>Applies to</strong></h3> <p>Kaseya Backup</p> <p> </p> </article> </main>