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StorageCraft Support Center: Backup Softw are Technical Support Shadow Protect Server Edition Snapman.sys - removal w hen it doesnt exist.

Snapman.sys - removal when it doesnt exist.

Last post 06-28-2011 1:07 PM by Hazard. 6 replies. Page 1 of 1 (7 items)

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06-23-2011 12:19 PM

coogrrr

Snapman.sys - removal when it doesnt exist.

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Ok so I am going to start this thread and hope we can consolidate and make final the issue of dealing with snapman.sys. I have not installed any Acronis product onto the server where I am getting the issue so keep this in mind as we work through this issue. I am logged in as the Domain Administrator to a Windows Server 2008 x64 with 16GB of Ram and Dual quad core cpu's @2.67ghz Joined on 01-31-2011 In the Great NorthWet Posts 3 The server runs SPS 4.0 on a monthly full with incrementals every day at 2hr intervals FLAWLESSLY. I am trying to upgrade ShadowProtect Server 4.0 to ShadowProtect Server 4.1.5 MSP using the MSP installer not in silent or push mode. This is a manual installation on the target server. I need to change the licensing and I need to see if the speed of the backup will increase. When I run the MSP.4.1.5.exe file I select the languag (eng) then I get the error: "Install has detected snapman.sys is installed on your system. This driver is associated with Acronis True Image.... We suggest you uninstall ATI before installing ShadowProtect." I can only select "OK" and then the installer ends.

1. I have listed VSS writers - 0 Acronis entries 2. I have listed VSS providers - 0 Acronis entries 3, I have search for all hidden/system/user files and found 0 snapman.sys files on the entire drive. 4. I have searched the entire registry for any entry like "snapman" and returned 0 results also. 5. Zero Acronis entries in Add/Remove Programs 6. Zero Acronis products installed on this server ever. 7. Can the MSP 4.1.5 installer at least LOG / tell me where it found this reference? Happy to beta test this for you pleas. Now where do I go from here?

Thanks in advance. Coog

~Coog The Shadow Protect product line is one of the best technologies I have had the privilege to work with since my first IT job in 1990 Thank you!!!!!

Filed under: installation, snapman.sys, Acronis

06-23-2011 12:59 PM

In reply to

coogrrr

Re: Snapman.sys - removal when it doesnt exist.

sps_inst_log.txt
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I did manage to get the installer to make a log file however this is not showing me where it is finding snapman nor why it is stopping. I am attaching the txt file to this post. Joined on 01-31-2011

Joined on 01-31-2011 In the Great NorthWet Posts 3 Coog

~Coog The Shadow Protect product line is one of the best technologies I have had the privilege to work with since my first IT job in 1990 Thank you!!!!!

06-23-2011 4:56 PM

In reply to

FTTester

Re: Snapman.sys - removal when it doesnt exist.

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If you know for certain that none of the Aconis (or related OEM products) were installed then there might be a problem with the MSP installer since it is fairly new. I would open a support ticket with StorageCraft. (I'm assuming you are not running this remotely using LogMeIn etc..?) Joined on 04-15-2008 Posts 1,754 The best way to check for snapman (or any other filter driver) is check the following two things: 1. Check for snapman.sys (or name of filter driver) under UpperFilters and LowerFilters in these two registry keys HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Class\{4D36E967-E325 -11CE-BFC1-08002BE10318} HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Class\{71A27CDD-812A -11D0-BEC7-08002BE2092F} 2. Open msinfo32 > Software Environment > System Drivers Search for driver name on left-hand-side. If it is listed you will also see if it is loaded at boot time or not (bad). You can find more in the KB section, namely: http://www.storagecraft.com/kb/questions.php?questionid=89 The checks you made were good, but not that useful in checking for snapman (I've explained why below) coogrrr: 1. I have listed VSS writers - 0 Acronis entries >>Acronis do not produce (or need) a VSS Writer so snapman will never be listed here. However, the vssadmin list writers will show the general state of the vss framework. Anything not listed as "stable" is bad. coogrrr: 2. I have listed VSS providers - 0 Acronis entries >>I can't remember where Acronis are in regard to creating a true VSS Provider or not so you may not see this listed. coogrrr: 3, I have search for all hidden/system/user files and found 0 snapman.sys files on the entire drive. >> That would find it. Just don't delete the file if you find it. That will cause your system to BSOD. coogrrr: 4. I have searched the entire registry for any entry like "snapman" and returned 0 results also. >> OK but the specific keys to check are listed above. Acronis might leave other reference to its product after an uninstall but the one that makes all the difference relates to the two keys above. coogrrr: 5. Zero Acronis entries in Add/Remove Programs >> That's the point. The reason StorageCraft originally started checking for snapman was because Acronis did not uninstall their program correctly. It would uninstall everything but theire filter driver. And that filter driver was still loaded at boot time - cause the problem with other backup products. Same was true with many of the Norton/Symantec Ghost releases also. At least they provide a seaprate "clean-up" tool to remove their driver. coogrrr: 6. Zero Acronis products installed on this server ever. >> Inn your case, I'd contact StorageCraft support (and attach the installer log file). >> For other people, it might be worth keeping in mind that Acronis (and other companies) might OEM, or rebrand, their products. That may mean you have a related filter driver installed but not the associated brand name application. I can't remember if Acronis rebrand or OEM their components or not. coogrrr: 7. Can the MSP 4.1.5 installer at least LOG / tell me where it found this reference? Happy to beta test this for you pleas. >> It should be the same as any InstallShield installers - just run from the command line with the correct options.

06-23-2011 5:19 PM

In reply to

FTTester

Re: Snapman.sys - removal when it doesnt exist.

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coogrrr: I did manage to get the installer to make a log file however this is not showing me where it is finding snapman nor why it is stopping. I am attaching the txt file to this post.

Joined on 04-15-2008 Posts 1,754

Is there any way you can post a screenshot of the ShadowProtect Installation Dialog when it fails. What are the warnings/errors in the System/Application Event log.

06-24-2011 8:53 PM

In reply to

Eeny

Re: Snapman.sys - removal when it doesnt exist.

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Yeah i had this one a while ago when i picked up some new customers, just look in C:\windows\system32\drivers. Look for either snapman380.sys, snapman.sys or even snman.sys. they are the ones i have seen if you find one starting with sn you can just Google it to see if its an Acronis driver. Joined on 09-16-2010 Posts 8 What i did was just make sure no Acronis services were running (duh~), renames these Acronis files, installed SP and renamed the Acronis drivers back to their origional name. in hindsight i could have probably deleted them but whatever. not ideal by any stretch but i haven't seen any issues after, i imagine if you have removed them from the registry you should be able to delete them but don't hold me to that.

i think the install just looks for Acronis drivers, so if you can fool it there ShadowProtect should install.

Filed under: snapman.sys

06-25-2011 11:19 AM

In reply to

FTTester

Re: Snapman.sys - removal when it doesnt exist.

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Eeny: i think the install just looks for Acronis drivers, so if you can fool it there ShadowProtect should install. Joined on 04-15-2008 Posts 1,754 Just an FYI. There is a reason the ShadowProtect Installer checks for the Acronis snapshot driver. In many cases, having this driver loaded and running (regardless of whether any Acronis product was uninstalled or not) can cause a BSOD when used with another block-level backup product like ShadowProtect. When it doesn't lead to a BSOD, it can lead to a range of failure conditions when taking snapshots - many of them difficult to troubleshoot. In other words, it is not a good idea, in general, to have multiple drivers like this on your machine. "Fooling" the ShadowProtect Installer really is not the way to go. Eeny: Yeah i had this one a while ago when i picked up some new customers, just look in C:\windows\system32\drivers. Look for either snapman380.sys, snapman.sys or even snman.sys. they are the ones i have seen if you find one starting with sn you can just Google it to see if its an Acronis driver. It is specifically the snapshot driver that is known to cause a problem in many cases. I haven't seen anyone experience a problem with any other of their drivers. Eeny: renames these Acronis files, installed SP If you boot the system with the Acronis registry pointing to a non-existent boot-time driver (either because it is renamed or deleted) you will guarantee a BSOD. Based on what the OP checked it looks like a problem with the installer. However, for anyone else it really is better to just check the KB article that describes how to deal with this driver - you'll have fewer issues that way.

06-28-2011 1:07 PM

In reply to

Hazard

Re: Snapman.sys - removal when it doesnt exist.

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snman380.sys is another one of their drivers.

Joined on 11-16-2010 South Jordan, UT Posts 45

At *some* point, Acronis software was on here, or the message wouldn't be showing up...Check for that file, it's the newer driver from Acronis I believe.

StorageCraft Technical Support - North America

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