232 Copyright © Acronis International GmbH, 2002-2012
This information will speed up the process of finding a solution.
9.4 General recommendations
The below information may help you in troubleshooting issues encountered during installation and
use of True Image 2013.
Quite often the cause of an issue may be trivial. For example, a loose connection of an external hard
drive. Before trying other solutions described in this chapter, it is advisable to check if the issue is
caused by one of the following:
loose connections to the external drive;
poor quality connecting cable;
When using an external USB hard drive, try the following additional suggestions:
if the drive is connected through a hub, connect it directly to a rear connector of your PC;
to prevent conflict with other USB devices attached to your PC, try disconnecting all the USB
devices (except the mouse and keyboard).
You can try to find the solution to your problem in the Acronis Support Knowledge Base (KB). To
access the Support KB, click on the following link: http://kb.acronis.com/. Then use the Search
function. Enter the key words related to your problem into the appropriate field and click Search. The
KB may have recommendations on solving your specific problem. Acronis Support team continuously
adds new articles to the KB. If you are not able to find the solution to your problem in the KB or the
suggested solution(s) does not help, feel free to contact Acronis Customer Central at
http://www.acronis.com/support/.
When your issue is an error encountered during True Image 2013 operation, the error message box
will contain the Knowledge Base button. Clicking the button will take you to a Support KB article
offering solution(s) for the issue that caused the error. The error message box will also have a link to
the Acronis Support KB. This link may be useful when the KB does not have the appropriate article
yet. Clicking the link will take you to a Web form. There, you can enter the event code displayed in
the error box to search for a solution in the entire KB. For more information, see Acronis Smart Error
Reporting (p. 230).
System report
Acronis Support personnel may request you to provide the system report. To create the report,
select Generate system report in the Help menu, then save the report and send it to Acronis
Customer Central. For more information see Acronis System Report (p. 229).
9.5 Creating a custom rescue CD
In most cases you can use a standard rescue CD created with a help of Acronis Media Builder. For
more information see Creating bootable rescue media (p. 168).
If the recovery environment cannot detect some of the hard disk drives, the network adapter, the
mouse or the keyboard, usually there is a problem with the drivers. So when the standard rescue CD
lacks some of your hardware drivers, you need to create a custom one.
The Linux-based recovery environment used by Acronis does not provide the ability for users to add
new drivers. Because of this, you should request Acronis Customer Service Department to create a
custom rescue CD that will have all the drivers you need.
