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Rescue and Recovery 3.1 - Considerations

Select the symptom that best matches the problem you are experiencing:

Migration files created from within the Rescue and Recovery workspace will not include EFS files
Unable to restore from backups on a USB drive
Progress bar reads "100%", but the message stating that the "backup has completed" is not displayed
Network printers and settings assigned on the source system are not successfully migrated
Taskbar settings assigned on the source system are not successfully migrated
Internet Explorer accessibility settings, mouse settings, and Send to settings might be altered at the start of a rejuvenation operation
The Service Partition is re-created but the user is not prompted to enter any backup data discs
USB hard drive letter displays as C: when restoring
Passwords changed in Windows are not preserved when restoring from a backup saved on a network
The displayed mapped network drive name might change when restoring files individually
Files selected for single instance storage disappear from the right pane after launching the single file storage interface
A non-administrator user deletes backups created by an administrator user
"There is not enough free space in the boot sector to install the Rescue and Recovery boot manager" error message
Some Dell computers hang when booting into the Rescue and Recovery workspace
"You cannot boot from another device from the Rescue and Recovery workspace" error message
"Access this function, turn the computer off or restart and hold the F12 key during startup" message
Computers with DOS Service Partitions are not restored to factory contents correctly
"Unable to save file C:\Windows\Downloaded Installations\{0C529225-BDD7-404A-AA0D-240B and Recovery - Client Security Solution.msi" error message
The Rescue and Recovery 3.0 or Client Security Solution 6.0 User Guides do not list the correct Windows XP requirements
"A file required to install the Rescue and Recovery environment could not be located. This setup cannot proceed. Make sure that the correct .tvt file is located in the same folder as this setup package and restart this setup." error message
"Rescue and Recovery is unable to back up the file [file name] because the file is either corrupted or being used by another application. Please close any application that could be using the file." error message
When a user reboots and presses F11, the Rescue and Recovery workspace secure logon displays a different default user than the user who was just logged into the Windows environment
The Rescue and Recovery optimize your backups operation allows users to select files not eligible for Single Instance Storage (SIS)
"Delayed write failure" error message is displayed if the network cable is unplugged during a backup operation
Adding the local hard drive to the list of backup locations will create a new base backup
A progress bar may not be displayed during the initial backup
Files remain in the network backup folder after changing the target backup location from network to local, and selecting to delete network backups
Booting into a WinPE environment from DVD is not supported at this time
"Download Director failed to load or Java scripting is disabled. Try again?" error message
Scheduled application launches might not occur in the event of a network connection or disconnection
"Unable to save file: c:\windows\downloaded Installation\ {0A39DD36-3C46-3C46-4DEC-9090-334627 and Recovery-Client Security Software.msi The system cannot find the path specified." error message
The last partition is not formatted after restoring from a CD or DVD backup
The partition size changes after a CD or DVD restore operation
Single Storage and Exclude features do not function on non-US machines
"The backup failed because the local backup partition was not found" error message
A full restore operation where the user selects to save new or changed files might fail
Any machine that has IBM Rescue and Recovery with Rapid Restore Ultra 1.0 or IBM Rescue and Recovery 2.0 factory preloaded, then installs Rescue and Recovery 3.0, will lose the ability to have Rescue and Recovery installed on the machine after a Restore to Factory contents action is selected when booting from the computer's hard drive
When attempting to setup the hardware password reset feature after recovering from a set of factory recovery CDs, the computer reboots without entering the secure operating system environment necessary for booting to the hardware password reset environment
Windows XP System Restore may fail to restore to a specified restore point when Rescue and Recovery is installed
Backups may fail when backing up to a Network Attached Storage (NAS) device
Cannot restore files from excluded partitions in the Rescue and Recovery workspace
Password persistence help file information is incorrect in some instances
When attempting to make a USB hard drive bootable an error message might display indicating it failed to copy a log file
PrivateDisk "Fixed Drive" option causes an Event Viewer System error
Backing up to a USB hard drive fails after removing a different USB device
The Hardware Password Reset Service cannot reset a password after a CD recovery or after restoring from a backup
User is required to re-enroll with the Client Security Solution application after performing an operating system and applications only restore operation
The list of files does not display when attempting to restore individual files from a network backup in the Windows environment
A message prompting users to clean up the service partition is displayed when the Rescue and Recovery program is installed
The computer cannot boot to the Rescue and Recover workspace
"The master boot record has been modified, possibly by a virus" error message
Rescue and Recovery workspace hangs when booting from a PXE server
The BIOS Setup utility references an out-of-date Windows shortcut name to configure Hardware Password Reset
The Custom Factory Recovery program might not be able to read the manifest file from a floppy drive
Bootable media made using a Dell 380 computer with OEM Rescue and Recovery might fail to boot
Password Manager application might not function properly when upgrading from Rescue and Recovery 3.0 to Rescue and Recovery 3.1
The Hardware Password Reset process might allow a user to enter an incorrect BIOS administrator password during initial setup
80GB USB hard drive made bootable during backup fails to boot on a ThinkCentre computer
Backup files stored on an external device are not displayed in the View all backups interface
A limited user is not able to change backup settings in Rescue and Recovery
Unable to merge after deleting base backup
Installing the Rescue and Recovery 3.1 program on a system deployed with an ImageUltra 3.0 Service Partition breaks the ImageUltra recovery process
Wrong information is displayed in the Help menu during a restore operation using an attached CD or DVD drive
A second hard drive in SATA UltraBay adapter made bootable during backup fails to boot
Having trouble creating a folder named preboot or minint
An application error is displayed after the system returns from suspend
Application Error: "R2R.exe has encountered a problem and needs to close."
Recommended procedure when upgrading from Rescue and Recovery 3.0 and Client Security Solution 6.0 to Rescue and Recovery 3.1
After restoring from external media, not all partitions are available
Recovery CDs created after a Supplemental CD recovery do not work properly
The operating system crashes after VPN software is installed
Storage can still be selected for exclusion
External and local drives listed in Rescue and Recovery workspace display the same drive letter
Settings for new users are not restored when you rejuvenate your system
"R2R.exe has encountered a problem and needs to close" error is encountered when performing a Rescue and Recovery backup


Symptom

Migration files created from within the Rescue and Recovery workspace will not include EFS files.

Files encrypted using the Microsoft Encrypted File System (EFS) cannot be restored from within the Rescue and Recovery workspace, whether restoring files individually or restoring using the system migration process.

Solution

Use the Windows Rescue and Recovery application to create a system migration package from the Windows environment. (Note: You must log in to the user account that encrypted the EFS-encrypted files. EFS-encrypted files created from other user accounts will be included in the migration package but will not be usable.)

CMVC Defect #: 288624
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Symptom

Microsoft Windows 2000 systems might not be able to restore from USB backups because the operating system changes the assigned USB drive letter. Consequently, Windows 2000 computers cannot find backups on multi-partitioned USB drives.

A Microsoft Windows 2000-based computer might incorrectly assign multiple drive letters to a universal serial bus (USB) device when it is attached to the computer. This prevents users from restoring from backups on the USB drive.

Solution

Boot the computer to the Rescue and Recovery workspace and then restore from a backup on your USB drive.

CMVC Defect #: 282774
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Symptom

The backup operation progress bar reads "100%" with a remaining time of "0", but the message stating that the "backup has completed" is not displayed immediately.

Backing up a system that contains a large PrivateDisk volume takes a long time to complete. Because the entire volume is encrypted, any data change in the PrivateDisk requires the Rescue and Recovery application to back up the entire PrivateDisk volume. Large PrivateDisks (>5GB) can significantly increase the amount of time needed to complete base and incremental backup operations.

Solution

There are a number of workarounds:

  1. Wait for additional time for the backup operation to complete.
  2. Reduce the size of the private disk volume.
  3. Exclude the PrivateDisk volume from the backup.
  4. Uninstall the PrivateDisk volume, if it is not being used.
CMVC Defect #: 285892
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Symptom

Network printers and settings assigned on the source system are not successfully migrated when using the "Create a migration file from a backup" command on the target system.

Network printers do not migrate successfully. However, local printers with device drivers included in the operating system and customer-provided local printers migrate successfully.

Solution
  1. Perform the migration using the full version of the System Migration Assistant application.
  2. Manually set up network printers on the target system.
CMVC Defect Number: 277906f_1
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Symptom

Taskbar settings assigned on the source system are not successfully migrated when using the "Create a migration file from a backup" command on the target system.

Taskbar settings assigned on the source system can not be captured and, therefore, can not be applied to a target system using the "Create a migration file from a backup" command of the QuickLaunch toolbar.

Solution
  1. Perform the migration using the full version of the System Migration Assistant application.
  2. Manually set up the taskbar on the target system.
CMVC Defect Number: 284953
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Symptom

Certain Internet Explorer accessibility settings, mouse settings, and Send to settings are not maintained following a rejuvenation operation.

Internet Explorer accessibility settings, mouse settings, and Send to settings might be altered at the start of a rejuvenation operation.

Solution

Manually restore the settings to the correct value after completing the rejuvenation operation.

CMVC Defect Number: 289337 and 289288
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Symptom

During a unformatted or partitioned hard drive restore operation, the Service Partition is re-created but the user is not prompted to enter any backup data discs.

  • The Service Partition is backed up using optical media. (The default setting is not back up the Service Partition. This does not apply when the backup Service Partition is on a USB hard disk drive or a network, etc.)
  • The Service Partition is backed up on one disc.
  • The restore process stops prompting the user after the Rescue and Recovery workspace is restored.
Solution
  1. Store the Service Partition backup on more than one disc. (e.g., use lower capacity discs, such as CDs)
  2. Restart the restore operation using from left navigation panel of the Rescue and Recovery workspace interface after the preboot environment is restored.
  3. Insert a "Final C" disc (last disc from your final recovery disc set) prior to reboot after the Service Partition DVD has been loaded.
  4. Back up the Service Partition to a network, USB hard disk drive, etc.
CMVC Defect Number: 289285
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Symptom

The USB hard disk drive letter displays as C: when restoring from the C: (system drive) drive from within the Rescue and Recovery workspace.

The USB hard disk drive shows up as an alternative location C: drive. Consequently, the user might not recognize it as an external location.

Solution

Perform the necessary operation from within the Windows-based Rescue and Recovery application.

CMVC Defect Number: 281709
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Symptom

Passwords changed in Windows might not get preserved when restoring from a backup saved on a network.

The current user password is not preserved following a restore operation using a network backup even when the preserve password option is selected.

Password persistence data is not updated on the network until the first backup operation after a password change. Consequently, when restoring from a backup saved on a network, the previous password is restored if the new password was never backed up.

Local backup locations do not have this issue since a copy of the latest password information is contained in a local folder. Since the user restored from a network (not locally), the latest backed up password is used.

Solution
  1. Update the password information after restoring from a network backup.
  2. Use a local backup to restore your system.
CMVC Defect Number: 285653
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Symptom

The Rescue and Recovery application might display a different drive name when restoring individual files than was displayed previously on a mapped network drive label.

The displayed mapped network drive name might change when restoring files individually. The "Copy to" interface displays the same mapped drive letter, but might display a different drive name than was previously displayed.

This applies to both the Windows environment and the Rescue and Recovery workspace on both Windows 2000 and Windows XP systems.

Solution

Use the drive letter as your reference.

CMVC Defect Number: 283583
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Symptom

Files selected for single instance storage disappear from the right pane after launching the single file storage interface.

Solution

Close all Rescue and Recovery, and then restart the Rescue and Recovery application again.

CMVC Defect number : ymato_68381
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Symptom

A non-administrator user deletes backups created by an administrator user.

Solution

None provided. The Rescue and Recovery application allows user to delete backups but cautions users before this completing this operation.

CMVC Defect number : ymato_64107
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Symptom

When upgrading from a prior version of Rescue and Recovery the user gets a message: "There is not enough free space in the boot sector to install the Rescue and Recovery boot manager".

When both Sophos Safeguard Easy and Novel ZENworks are installed on a system, there is not enough space to install the Boot Manager for the Rescue and Recovery application.

Solution

None. Uninstalling ZENworks and then performing the upgrade still generates the same message.

CMVC Defect Numbers: 286546
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Symptom

Some Dell computers hang when booting into the Rescue and Recovery workspace. Additionally the onboard 82845G Intel Graphics card (8 MB memory) causes the display to be cut off, severely restricting usage. Installing a PCI video card (no AGP slot) corrects the video issue so that full display is restored, but the intermittent hang still occurs.

Solution

No workaround. To stop the symptom turn off the computer, wait five seconds, and then turn the computer on.

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Symptom

F12 Key does not cause system to boot from another device.

The following are messages that are displayed from the Rescue and Recovery workspace: "You cannot boot from another device from the Rescue and Recovery workspace," and "Access this function, turn the computer off or restart and hold the F12 key during startup." The F12 key is not supported by all manufacturers.

Solution

Determine which key is used to access the BIOS of the computer to configure it for booting from an external device. Then, restart the computer and use the appropriate key.

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Symptom

Computers with DOS Service Partitions are not restored to factory contents correctly when a USB hard disk drive is connected to the system.

Due to an incompatibility, when a USB hard disk drive is connected to a computer that has a DOS Service Partition, the restore to factory contents operation fails.

Solution

Disconnect the USB hard drive before booting into the Service Partition by pressing F11.

CMVC Defect Numbers: 278273
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Symptom

A message similar to the following is displayed: "Unable to save file C:\Windows\Downloaded Installations\{0C529225-BDD7-404A-AA0D-240B and Recovery - Client Security Solution.msi."

The Rescue and Recovery 3.0 and Client Security 6.0 application must be installed by a user with administrative privileges. When a non-administrator user tries to install Rescue and Recovery 3.0 or Client Security 6, the above message is displayed because InstallShield will try to create a cached copy of the installation source in the C:\Windows\Downloaded Installations folder before executing the Windows Installer setup package. A limited user does not have access to this folder.

Solution

Log on as a user with administrative privileges to run the Rescue and Recovery 3.0 or Client Security Solution 6.0 installation.

CMVC Defect Number: 286164
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Symptom

The Rescue and Recovery 3.0 or Client Security Solution 6.0 User Guides do not list the correct Windows XP requirements.

To install Rescue and Recovery 3.0 or Client Security Solution 6.0 on Windows XP, Service Pack 1 or higher is required. This may not be listed in your copy of the product user guide.

Solution

When installing Rescue and Recovery 3.0 or Client Security Solution 6.0 on a computer using Windows XP, make sure that Service Pack 1 or higher is installed.

CMVC Defect Number: 289390
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Symptom

The following error is displayed when installing Rescue and Recovery 3.0 on Windows 2000 Hong Kong:

"A file required to install the Rescue and Recovery environment could not be located. This setup cannot proceed. Make sure that the correct .tvt file is located in the same folder as this setup package and restart this setup."

When installing Rescue and Recovery 3.0 on computers using Windows 2000 Hong Kong, the system locale might be set to Traditional Chinese rather than Hong Kong. In this situation, Rescue and Recovery 3.0 will identify the Windows language as Traditional Chinese and require the .tvt support files needed for a Traditional Chinese installation. If only the Hong Kong Rescue and Recovery .tvt support file is included in the setup directory (and not the Traditional Chinese Rescue and Recovery support .tvt file), the above error is displayed.

Solution

Make sure the system locale is set to Hong Kong before installing Rescue and Recovery 3.0 on a computer using Windows 2000 Hong Kong. The locale setting can be accessed and modified by launching the Control Panel and choosing Regional Settings.

CMVC Defect Number: 287307
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Symptom

When performing a backup operation the following message might be displayed: "Rescue and Recovery is unable to back up the file <file name> because the file is either corrupted or being used by another application. Please close any application that could be using the file."

Problem Description: The Rescue and Recovery application can usually back up any file on the computer, even if it is being used by another application. However, the following files are exceptions to that rule:

  • Files that have been encrypted using the Windows Encrypting File System (EFS) being used by an application that uses algorithms to prevent other programs from reading the file contents.
  • Files that have become corrupted.
Solution

Follow the instructions on the dialog prompt.

  • Close any application that might be using this file and click "Retry" to back up this file.
  • Skip this file and continue with the backup operation.
    Note: if a file is skipped, it will not be stored in the backup. If you restore your computer from the backup, the referenced file will not be restored.
  • Cancel the backup operation.
CMVC Defect Number: 287322
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Symptom

When a user reboots and presses F11, the Rescue and Recovery workspace secure logon displays a different default user than the user who was just logged into the Windows environment.

The Windows environment and the Rescue and Recovery workspace do not share user logon information. When a user switches between the two interfaces, current user information is not transferred.

Solution

Type in the desired username at the logon screen.

CMVC Defect Number: 277570f_1
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Symptom

The Rescue and Recovery optimize your backups operation allows users to select files not eligible for Single Instance Storage (SIS).

The only items that are shown in the optimize window are the ones which are able to be excluded -- not those that are forced to be excluded. Therefore, when a file is shown in this window it is one that will be backed up unless you indicate that you do not want it to be backed up through the exclude option.

Solution

Use the following information to guide your decisions:

  • Files that are allowed to be excluded and selected for single instance storage:
    • If you check nothing, the file is saved in all backups.
    • If you check exclude, the file is not saved in any future backups.
    • If you check SIS, the latest copy of the file is kept in the SIS area. Only one copy is saved from now on.
  • Files that are allowed to be excluded but not selected for single instance storage:
    • If you check nothing, the file is saved in all backups.
    • If you check exclude, the file is not saved in any future backups.
    • If you check SIS, the SIS entry is ignored and the file is saved in all backups.
  • Files that are forced to be excluded:
    • Do not display in the list.

If you select a file for single instance storage (which was going to be backed up anyway) that is not allowed to be selected for single instance storage, no data is lost.

CMVC Defect Number: 289370
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Symptom

The Windows operating system displays a "delayed write failure" if the network cable is unplugged during a backup operation.

Solution

Perform another backup operation.

CMVC Defect Number: 277474
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Symptom

Adding the local hard drive to the list of backup locations will create a new base backup (if a base backup does not already exist locally). Any network backups will be replaced by this new base backup.

Solution

Do not delete local backups when you uncheck the local hard drive if you do not want a new base backup taken. Otherwise, when you reselect the local hard drive as a backup location, you will create a new base backup that will be copied over any existing network backups.

CMVC Defect Number: 286273
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Symptom

A progress bar may not be displayed during the initial backup. When this occurs, backup progress is not shown and remains at 0%. This issue rarely occurs. The backup will complete successfully even if progress is not displayed.

Solution

Close and reopen the user interface during the backup to view backup progress.

CMVC Defect Number: 281217
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Symptom

Some small files remain in the network backup folder after changing the target backup location from network to local, and after selecting to delete network backups.

The actual backup files using nearly all of the backup storage space are deleted properly. However, some remnant files such as password hash files are left behind. These files can be removed but use very little space in the backup folder.

Solution

Delete the remaining files.

CMVC Defect Number: 287702
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Symptom

The Create Rescue Media application only allows for the creation of CD, USB, or hard drive bootable media. Booting into a WinPE environment from DVD is not supported at this time.

The Microsoft oscdimg.exe tool creates an ISO image, but the tool is too large to fit on a single CD. Consequently, users burn it onto a DVD to create a single distribution media.

Solution

Create your rescue media on CD, USB,or hard drive bootable media.

CMVC Defect Number: 287332
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Symptom

When trying to download files from the Personal Computing Support: Downloads and Drivers Web site the following error message is displayed: "Download Director failed to load or Java scripting is disabled. Try again?"

This issue is caused by the IBM Download Director requiring JavaScript. The Lenovo Opera implementation does not support JavaScript due to licensing and patent issues.

Solution

Unmark the "Use IBM Download Director" check box before downloading the software update.

CMVC Defect Number: 286961
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Symptom

Windows 2000 computes using the TVT scheduler to trigger the launch of an application (e.g., ThinkVantage Rescue and Recovery, Antidote Delivery Manager) in the event of a network connection or disconnection get inconsistent results. Scheduled launches might not occur in the event of a network connection or disconnection.

Windows 2000 does not consistently notify the system when a network connection or disconnection occurs.

Solution

Use an alternate event to trigger the launch of the application.

CMVC Defect Number: 270567f_1
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Symptom

The following message is displayed:

"Unable to save file: c:\windows\downloaded Installation\ {0A39DD36-3C46-3C46-4DEC-9090-334627 and Recovery-Client Security Software.msi The system cannot find the path specified."

The user who is installing the software does not have access rights to install the software.

Solution

Logon as a user in the administrator group or as an administrator to install the software.

CMVC Defect Numbers: 277482f_1
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Symptom

The last partition is not formatted after restoring from a CD or DVD backup.

When restoring from a bootable CD or DVD on a computer with an extended partition, the restore operation will not format the last partition if the backup media is inserted before the second boot into WinPE. Consequently, the last partition is not restored.

Solution

Do not insert the backup CD until you are prompted to do so.

CMVC Defect Number: 290707
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Symptom

The partition size changes after a CD or DVD restore operation.

After a CD or DVD restore operation, the displayed partition size might change on computers with multiple partitions.

Solution

None needed. The partition is restored correctly but the size is changed.

CMVC Defect Number: 290710
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Symptom

OSFILTER.TXT and IBMFILTER.TXT not translated. Single Storage and Exclude features do not function on non-US machines.

The following functions might not work properly on non-US computers:

  • Excluding files in the My Documents folder and on the Windows desktop.
  • Saving files in the My Documents folder and on the Windows desktop when using the Single Storage feature.
  • Deleting files from the %TEMP% folder which were restored during an Operating System and Applications restore operation.
Solution

None. When the Program Files or Documents and Settings folders are translated, the Single Storage and Exclude functions will not work.

CMVC Defect Number: 290801
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Symptom

The Rescue and Recovery application encounters the following error when attempting to take a new base backup after restoring a multi-partitioned system following a system-board replacement operation:

The backup failed because the local backup partition was not found.

The Rescue and Recovery application cannot take a new base backup after restoring a multi-partitioned system following a system-board replacement operation.

Solution

When creating multiple partitions on a computer using third party software such as Symantec PartitionMagic, ensure that the service partition is placed in the partition table's last entry. If any partitions are listed after the service partition in the partition table, the Rescue and Recovery application will change the order of the partitions after certain restore operations so that the service partition is last.

CMVC Defect Number: 290959
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Symptom

A restore operation preserving new or changed files might fail. The restore process moves quickly from zero to one hundred percent, but the restore is not performed.

A full restore operation where the user selects to save new or changed files might fail. This problem only occurs on computers that have a translated Program Files folder or Documents and Settings folder when the user performs a full restore operation and selects to save new or changed files that exist in one of these folders.

Solution

When performing a full restore operation, do not select to save files that exist in these folders on computers that have the folders translated.

CMVC Defect Number: 290960
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Symptom

Any machine that has IBM Rescue and Recovery with Rapid Restore Ultra 1.0 or IBM Rescue and Recovery 2.0 factory preloaded, then installs Rescue and Recovery 3.0, will lose the ability to have Rescue and Recovery installed on the machine after a Restore to Factory contents action is selected when booting from the computer's hard drive.

Rescue and Recovery 3.0 updates the contents of the recovery environment stored on the computer's hard drive. Restoring to Factory contents does not alter the recovery environment and could result in an inconsistent configuration. Therefore, the ability for the factory preload to install IBM Rescue and Recovery with Rapid Restore Ultra 1.0 or IBM Rescue and Recovery 2.0 after Rescue and Recovery 3.0 has been installed was purposely disabled.

Solution

It is recommended that you create Recovery CDs prior to installing any software. If this is done, Restoring to Factory contents using the Recovery CDs will restore both the recovery environment as well as the preloaded version of Rescue and Recovery into Windows. If the Recovery CDs were not created before installing Rescue and Recovery 3.0, before doing a Restore to Factory Contents you may wish to copy the Rescue and Recovery 3.0 installation files off to external media so you will not have to download from the Web again.

CMVC Defect Number: 282239
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Symptom

When attempting to setup the hardware password reset feature after recovering from a set of factory recovery CDs, the computer reboots without entering the secure operating system environment necessary for booting to the hardware password reset environment.

The operating system files contained on the boot CD of the Factory Recovery CD set are older versions than those found on a preloaded system. These older files cause an unexpected reboot when attempting to set up the hardware password reset environment, preventing the successful completion of this feature.

Solution

Do one of the following:

  • Install the Rescue and Recovery 3.0 maintenance patch.
  • Install the latest full version of Rescue and Recovery.
  • Recover the system using user-created recovery CDs.
CMVC Defect Number: hlpct_61577
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Symptom

Windows XP System Restore may fail to restore to a specified restore point when Rescue and Recovery is installed.

Rescue and Recovery prevents other applications from accessing folders on the hard drive containing Rescue and Recovery backup data. XP System Restore may fail to restore to a restore point since the data in these folders is inaccessible.

Solution

Configure XP System Restore not to backup folders that Rescue and Recovery uses to store backup data.

Important: This solution requires modifying the registry. Before you modify the registry, make a backup, and know how to restore the registry if a problem occurs. For information about editing the registry, read article 256986 in the Microsoft Knowledge Base.

The following link describes the registry subkey, FilesNotToBackup, used to configure XP System Restore. This subkey excludes certain files and folders from being backed up. http://www.microsoft.com/technet/prodtechnol/windows2000serv/reskit/regentry/75814.asp

The following folders can be excluded from XP System Restore restore points to fix the problem described above. The values are formatted to the FilesNotToBackup registry subkey specification.

  1. %SystemDrive%\RRbackups\* /s
  2. %SystemDrive%\RRUbackups\* /s
  3. %SystemDrive%\preboot\* /s
  4. %SystemDrive%\minint\* /s

If Rescue and Recovery is configured to backup to a local partition other than %SystemDrive% (typically C:), then two additional entries must also be included in the list. This only applies to partitions on the local hard disk. For example, if E: contains local backups, then the following folders must also be excluded from XP System Restore:

  1. E:\RRbackups\* /s
  2. E:\RRUbackups\* /s

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Symptom

Backups may fail when backing up to a Network Attached Storage (NAS) device. Even if the first backup works, later backups may fail. Some NAS devices are running the Linux operating system so some of the return codes are not recognized by Rescue and Recovery which is running in Windows.

Solution

Set Rescue and Recovery to backup to both the local hard drive and to the NAS storage device, this will prevent the problem from occurring.

CMVC Defect Number: 61673
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Symptom

Cannot restore files from excluded partitions in the Rescue and Recovery workspace.

Files on excluded partitions cannot be saved to an external device when running a full restore from the Rescue and Recovery workspace. In the Rescue and Recovery workspace, partitions excluded from the backup are not available after selecting "Restore your system" and choosing to save files from the hard drive.

Solution

To avoid this problem, do not exclude partitions containing important data that you may want to recover later.

To recover from this problem, boot to Windows and copy the necessary files to an external device before initiating the restore operation.

CMVC Defect Number: 313799

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Symptom

Password persistence help file information is incorrect in some instances.

The help files for the restore path that does not support password persistence display information about password persistence. The password persistence option is not available for every restore path. The help files for the restore path that does not support password persistence display information about password persistence. The password persistence information should not be displayed in this path.

Solution

Disregard the information about password persistence when that option is not available on the Rescue and Recovery interface.

CMVC Defect Number: 323232
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Symptom

An error message is displayed during a Create Recovery Media operation using a USB hard drive.

When attempting to make a USB hard drive bootable with Rescue and Recovery an error message might display indicating it failed to copy a log file. The application will try and copy the file up to five times and display the error message if it is unable to do so. This is an intermittent problem.

The log file that fails to copy has a lock on it preventing it from being copied or overwritten if it already exists on the USB hard drive.

Solution

Click OK to close the error message. The error message might display up to five times. The log file is not required to make the USB hard disk drive bootable. Alternatively, clear the "Do not destroy existing data" checkbox on the Create Recovery Media page; this prevents the error message from being displayed but formats the target USB hard drive.

CMVC Defect Number: ymato_76366
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Symptom

PrivateDisk "Fixed Drive" option causes an Event Viewer - System error when Windows System Restore is running causing the System Restore Points to disappear.

The System Restore filter encountered the unexpected error '0xC0000010' while processing the file 'M .. s' on the volume 'PrivateDiskVolume000000000000000a'. It has stopped monitoring the volume.

Solution

Do not use the PrivateDisk "Fixed Drive" option when running Windows System Restore. Assign a drive letter without making the volume a fixed drive.

CMVC Defect Number: 318739
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Symptom

Backing up to a USB hard drive fails after removing a different USB device.

When attempting to back up to an available USB hard drive, user receives the following error:
'The backup to USB failed because the USB drive could not be found.'

The following sequence will cause this error:

  1. A USB removable device (memory key or hard disk drive) which customer is not backing up to is installed - e.g., drive E.
  2. The USB hard drive which customer is backing up to is installed - e.g., drive F.
  3. Drive E: is removed.
Solution

To recover from this error, remove the USB hard drive, and then re-attach it. The USB hard disk drive will become E: drive, thus solving the problem.

CMVC Defect Number: 319492
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Symptom

The Hardware Password Reset Service cannot reset a password after a CD recovery or after restoring from a backup.

When attempting to reset a hardware password using the hardware password reset feature, the secure OS application halts during the authentication phase of the reset process and displays the following error message: "Failed to create file". The user cannot reset hardware passwords when encountering this failure.

The secure OS environment is stored in a locked position on the main operating system hard drive. During a CD recovery or a restore from backup operation, this environment and all enrollment information is lost along with the contents of the drive being recovered or restored. Because the state of the feature in BIOS is not updated automatically after a recovery or restoration, the secure OS environment will not function correctly until the state is cleared and the feature is re-setup.

Solution

To recover from this issue after a CD recovery or restore from backup operation, complete the following procedure:

  1. Enter the BIOS menu with administrator/supervisor authority.
  2. Select Security, select Password, then select Password Reset Service.
  3. Change the setting to Disable.
  4. Press the ESC key twice to return to the main Setup page.
  5. Select Restart, then select Save Changes.
  6. Select Security, select Password, then select Password Reset Service.
  7. Change the setting to Enable.
  8. Press F9 to restore BIOS defaults.
  9. Press F10 to save and exit.
  10. Boot to Windows and set up the hardware password reset service to install and re-enroll.
CMVC Defect Number: 322342
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Symptom

User is required to re-enroll with the Client Security Solution application after performing an operating system and applications only restore operation.

After performing an operating system and applications only restore operation, the user might be asked to re-enroll if all of the following conditions are met:

  • The Client Security Solution configuration was originally done before the Rescue and Recovery base backup was created.
  • The Client Security Solution configuration was changed from secure mode to convenient mode, or from convenient mode to secure mode, after the Rescue and Recovery base backup was created.
  • The user performed an operating system and applications only restore operation after reconfiguring the Client Security Solutionusing a backup that was created before the Client Security Solution application was reconfigured.
Solution

Run a full restore of the selected backup without password persistence.

CMVC Defect Number: 323217
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Symptom

For a limited user, the list of files does not display when attempting to restore individual files from a network backup in the Windows environment.

Solution

Use the RestoreIndividual Files option in the Rescue and Recovery workspace. In the Rescue and Recovery workspace, a limited user can view the list of files when attempting to restore individual files from a network backup.

CMVC Defect Number: 323178
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Symptom

A message prompting users to clean up the service partition is displayed when the Rescue and Recovery program is installed.

Recovering using Lenovo Recovery CDs leaves very little free space in the service partition. When the Rescue and Recovery 3.1 program installs, a message is displayed indicating that there is very little space free in the service partition and suggests a clean up of the partition.The message is displayed because the available free space in the service partition is very limited when the Rescue and Recovery program is installing.

Solution

This is an informational message only. No workaround is necessary. Continue with the operation.

CMVC Defect Number: 322616
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Symptom

The computer cannot boot to the Rescue and Recover workspace.

If the user boots to the Rescue and Recover workspace (PDA) and then reboots to Windows and uninstalls the Ultimaco Safeguard Easy program, the computer upon next reboot will only boot to the Rescue and Recover workspace. This condition persists upon subsequent reboots.

Solution

To avoid this problem, complete the following procedure:

  • Cold boot the computer to Windows before uninstalling the Ultimaco Safeguard Easy program.

To recover from a broken state, complete one of the following procedures:

  • Download and run a recovery repair diskette from the Lenovo Web site. This will set the first partition on the drive as active so that the computer can boot to it.
  • Use a partitioning tool, such as Partition Magic, to set the first partition on the drive as active so that the computer can boot to it.
CMVC Defect Number: 307893
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Symptom

After upgrading from Rescue and Recovery 2.0 to Rescue and Recovery 3.1 with SafeGuard Easy 4.1 installed, the computer blue screens when booting to the Rescue and Recovery workspace.

After upgrading to a newer version of the Rescue and Recovery program, you might see the following message from SafeGuard Easy, "The master boot record has been modified, possibly by a virus". It lists the following options:

[Preselected actions]
[Undo changes]
[Ask again later]
[Keep changes]

At this point, select the option to Keep Changes.

Solution

If your system has both an IDE and a SCSI drive, and you want to upgrade from Rescue and Recovery version 2.0 to 3.1, detach any SCSI drives until after the upgrade is complete.

CMVC Defect Number: 319964 and 319505

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Symptom

When booting to the Rescue and Recovery workspace from a PXE server, such as Windows 2003 Server Remote Installation Service, the operating system will load and then hang indefinitely. This might cause a blue screen.

A device driver gets loaded while booting to the Rescue and Recovery workspace that conflicts with loading the operating system from the network.

Solution

To eliminate the hand during PXE boot, delete the following files from the PXE image:

  • \preboot\swwork\ntwktpfd.tbi
  • \preboot\swwork\ntwktpfe.tbi

CMVC Defect Number: 323996

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Symptom

On ThinkPad computers, the BIOS Setup utility references an out-of-date Windows shortcut to configure the Hardware Password Reset application. When you go to the Security > Password screen in the BIOS Setup utility, and highlight the Password Reset Service item, the Windows shortcut name in the description field is out-of-date.

The out-of-date value is Start > All Programs > ThinkVantage > Create Recovery Media. This path is correct in Rescue and Recovery 3.0, but is incorrect in Rescue and Recovery 3.1. This feature is now configurable using the Client Security Solution application.

Solution

Configure the Hardware Password Reset feature using the Client Security Solution application.

CMVC Defect Number: 324495

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Symptom

When attempting to deploy a manifest file from a floppy drive while running the Custom Factory Recovery program in administrator mode, the Open File interface might not display the contents of the floppy drive.

The Rescue and Recovery workspace has limited floppy drive support. Many floppy drives might function correctly, but only select IBM and Sony drives are officially supported.

Solution

Use a supported device to deploy the manifest file when running the Custom Factory Recovery program.

CMVC Defect Number: 324769

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Symptom

When booting to a bootable USB hard drive made using the Rescue and Recovery program on a Dell 380 computer, the computer fails to boot. Instead, the boot process results in a system blue-screen.

The Dell 380 computer uses a down-level hardware revision of the IASTOR SATA controller. A patch is necessary to get the Rescue and Recovery workspace to boot from a hard drive, CD, or DVD. However, this patch does not enable booting from a USB hard drive on this Dell computer.

Solution

Create a bootable CD or DVD using the ThinkVantage Create Recovery Media application. Use the bootable CD or DVD as the rescue medium instead of a USB hard drive.

CMVC Defect Number: 325122

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Symptom

When upgrading from the OEM version of Rescue and Recovery 3.0 to the OEM version of Rescue and Recovery 3.1 AND when installing the OEM version of the Client Security Solution 7.0 program, a problem might occur during configuration of Client Security Solution 7.0 program, such that the Password Manager application might not function properly.

Solution

To avoid any potential problems caused by upgrading from Rescue and Recovery 3.0 to Rescue and Recovery 3.1, complete the upgrade by following all on-screen prompts and interfaces. After the upgrade is completed, then install the Client Security Solution 7.0 program, if desired. Do not try to install the Client Security Solution application before the upgrade to Rescue and Recovery 3.1 is complete.

CMVC Defect Number: 325663

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Symptom

When setting up the Hardware Password Reset feature, the process might allow a user to enter an incorrect BIOS administrator password without informing the user. As a result, after the secure environment is created, it will not boot because it cannot authenticate the image and the setup cannot be completed. This problem has only occurred on Japanese installations of the Rescue and Recovery program.

If the BIOS administrator password is in passphrase mode (i.e., is greater than seven characters), then the code that validates the password might fail to inform the user when an incorrect password has been entered, especially if less than eight characters are entered. Otherwise, the message indicating that a wrong password has been entered will be displayed.

Solution

To avoid this problem, do one of the following:

  • Do not enter a wrong password.
  • Boot to Windows and re-create the secure environment, entering the correct BIOS administrator password when prompted.

CMVC Defect Number: 325712

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Symptom

When creating a backup to a USB hard drive using Rescue and Recovery, there is an option to also make that drive bootable. On ThinkCentre computers, certain 80GB USB hard drives will not boot even though the process to make the drive bootable seems to complete without an error. Instead the drive boots to a blinking cursor.

ThinkCentre computers are not compatible with certain 80GB USB hard drives that are made bootable while taking a backup. This problem does not occur on ThinkPad or Lenovo desktop computers, nor does this problem occur with USB hard drives smaller than 80GB.

Solution

To recover from this error, do one of the following:

  • Use a different USB hard drive, the issue does not occur with drives less than 80 GB.
  • Make a bootable CD/DVD using the ThinkVantage Create Recovery Media application.
  • Run the Microsoft diskpart utility to "clean" the drive first. Make the USB drive bootable using the ThinkVantage Create Recovery Media application. Then complete a backup procedure.
  • Check this site later for updates.

CMVC Defect Number: 325772

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Symptom

Backup files stored on external media are not seen in the View all backups interface after re-installing the Rescue and Recovery program. This occurs after saving backup files on an external device, and then uninstalling and re-installing the Rescue and Recovery 3.1 program. After re-installing the program, the backups on the external device are no longer visible in the View all backups interface.

Solution

The backup files on the external device are still intact, and you can restore from these backups. When you follow the restore path, the desired backup files are displayed even though the files were not displayed in the View all backups interface.

CMVC Defect Number: 325951

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Symptom

On select languages, when a limited user launches the Rescue and Recovery program and changes settings under Set schedule and preferences, the changes are not saved when OK or Apply is clicked. This problem occurs on select languages because the Users group name is translated and therefore cannot be found. This prevents the Users group from obtaining the correct permissions to change these settings.

Solution

An Administrative user can change the permissions on the key HKEY_LOCAL_MACHINE\SOFTWARE\Lenovo\Rescue and Recovery\Settings to give the Users group (or translated equivalent group) Set Value and Create Subkey access.

CMVC Defect Number: 326376

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Symptom

After deleting the base backup, merge failures begin to occur.

To recreate this problem, complete the following procedure:

  1. Create a base backup to a USB drive.
  2. Create a few incremental backups to both USB and local hard drive.
  3. Choose to delete the base backup using the Windows interface. This operation fails while levels 0 and 1 are being merged.
Solution

Delete all backups and create a new base backup.

CMVC Defect Number: 326378

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Symptom

The ImageUltra link on the predesktop menu in the service partition is missing after the Rescue and Recovery 3.1 program is installed. Thus, a user can not start the ImageUltra recovery process. Installing this program also disables the Restore Factory Contents feature, which fails with an error.

The installation of the Rescue and Recovery 3.1 program incorrectly disables the ImageUltra 3.0 process in the predesktop area.

To reproduce this problem, complete the following procedure:

  1. Deploy a system with ImageUltra 3.0 that leaves a service partition on the computer.
  2. After the system has completed the ImageUltra installation, install the Rescue and Recovery 3.1 program.
  3. After Rescue and Recovery 3.1 installation is complete, reboot into the service partition by pressing F11 during startup.

The ImageUltra link is missing from the predesktop menu and attempting to go through the Restore Factory Contents process results in an error.

Solution

After installing the Rescue and Recovery 3.1 program, create the following TAG file in the Service Partition: X:\RECOVERY\IUB\IUB.TAG

CMVC Defect Number: 326707

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Symptom

Wrong information is displayed in the Help menu during a restore operation using an attached CD or DVD drive. The help files for the restore path that does not support password persistence display information about password persistence.

The password persistence option is not available for every restore path. The help files for the restore path that does not support password persistence display information about password persistence. The password persistence information should not be displayed in this path.

Solution

Disregard the information about password persistence when that option is not available on the Rescue and Recovery interface.

CMVC Defect Number: ymato_76588

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Symptom

When creating a backup to a second hard drive contained in a SATA UltraBay adapter using Rescue and Recovery, there is an option to also make that drive bootable. This drive will not boot even though the process to make the drive bootable completes without error. Instead the drive boots to a blinking cursor.

Rescue and Recovery does not currently support making a second hard drive contained in a SATA UltraBay adapter bootable while creating a backup on it.

Solution

To recover from this error, do one of the following:

  • Create a different rescue medium: CD/DVD, USB hard drive, or non-SATA 2nd hard drive (such as PATA or IDE).
  • Run the Microsoft diskpart utility to "clean" the drive first. Make the second hard drive contained in a SATA UltraBay adapter bootable using the Create Recovery Media application. Then take a backup to it.
CMVC Defect Number: ymato_76628
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Symptom

Rescue and Recovery utilizes the folder names preboot and minint. If this software application is installed on your computer, you may be unable to duplicate these folder names. The driver that is installed with Rescue and Recovery protects these folders and prohibits access.

Solution

A folder name other than preboot or minint must be used.

CMVC Defect Number: 329784
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Symptom

An application error is displayed after the system returns from suspend.

After a desktop system running ThinkVantage Virtualization Module for Antidote Delivery Manager 1.0 is physically disconnected from the ethernet connection for an extended period of time and allowed to suspend. When the system comes out of suspend, Windows will show an error.

Solution

Rebooting the system is required to re-initiate full function.

CMVC Defect Number: 323118f_1
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Symptom

Application Error: "R2R.exe has encountered a problem and needs to close" occurs during a Rescue and Recovery scheduled backup after Microsoft Windows Update KB917422 has been applied.

R2R.exe has encountered a problem and needs to close

Solution

Click Don't Send to continue with the Rescue and Recovery backup process. The backup should complete successfully without interruption.

Thecause of this error message is an incompatibility between Microsoft Windows Update KB917422 and Rescue and Recovery 3.10.0017 or 3.10.0022.

A critical update is now available to fix this problem.

Download Rescue and Recovery Critical Patch for Windows Update (KB917422)

The update will also be made available using ThinkVantage System Update.

For more information about this Microsoft update, refer to the following Microsoft Web site: http://www.microsoft.com/technet/security/bulletin/ms06-051.mspx
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Symptom

Problems are encountered when upgrading from Rescue and Recovery 3.0 and Client Security Solution 6.0 to Rescue and Recovery 3.1

Solution

To avoid upgrade problems, complete the following procedure:

  1. Install Rescue and Recovery 3.1, but DO NOT reboot when prompted.
  2. Install Client Security Solution 7.0.
  3. Reboot when prompted.
  4. When you log on after the reboot, you will be asked to migrate from the pervious version. Select to migrate from the pervious version.

CMVC Defect Number: hlpct_62533

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Symptom

After restoring from external media, not all partitions are available.

Solution

When booting from external recovery media such as USB, CD, or DVD and restoring from an external location, the entire hard drive contents will be erased and only the partitions that were checked to be backed up will exist after a restore. If you have partitions that were not backed up and you want them to exist after a restore, please boot into the Recovery area from the local hard drive by pressing F11 during startup.

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Symptom

Recovery CDs that were created after the system was restored using a Supplemental CD do not work properly. Recovery CDs that were created after the system was restored using a Supplemental CD do not work properly.

Solution

Use the original product Recovery CDs that came with the system. Do not use CDs that were created after the system was restored using the supplemental CD.

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Symptom

The operating system crashes after VPN software is installed due to an incompatibility issue with the TVT Packet Filter.

Note: The TVT Packet Filter is designed to enable advanced administrative users to configure the ability to control network traffic on computers that have Rescue and Recovery installed. This filter is not necessary for standard installations.

Solution

If you encounter this issue, run the following commands from a command prompt:

C:\Program Files\Common Files\Lenovo\pfdinst\netsvcinst /remove /cid:"lgl_tvtpktfiltermp"
C:\Program Files\Common Files\Lenovo\pfdinst\netsvcinst /remove /cid:"lgl_tvtpktfilter"


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Symptom

Files which are excluded can still be selected for Single Instance Storage, and files that are selected for Single Instance Storage can still be selected for exclusion. However, when this occurs the files will treated as though only Single Instance Storage was selected.

Solution

None

CMVC Defect #: 367258


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Symptom

In the Rescue and Recovery workspace, the drive letter of an external drive appears to be the same as the local drive from which files are going to be restored. The Rescue and Recovery workspace maps drives differently than Microsoft Windows does, so the two different drives might appear to have the same drive letter.

Solution

None

CMVC Defect #: 368802


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Symptom

When you rejuvenate your system using a backup that was taken prior to a user being created, that newly created user's settings are not restored. Only settings for users who exist when the backup is taken can be restored.

Solution

None

CMVC Defect #: 363051, 369215


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Symptom

"R2R.exe has encountered a problem and needs to close" error message is encountered when performing a Rescue and Recovery backup. This message will display every time a Rescue and Recovery backup operation is performed due to an incompatibility issue with a recent Microsoft update.

Microsoft Knowledge Base article KB936181 "Security update for Microsoft XML Core Services 4.0" discusses the causes of this issue.

Microsoft Knowledge Base article KB941833 discusses the solution to this issue, which is available on the Microsoft Web site.

Solution

None necessary. The backup operation will complete successfully.

CMVC Defect #: 387460



If you are unable to find what you are looking for, please do try the following options:
1. Lenovo Assisted Search
2. Product usage and general troubleshooting tips
3. Lenovo Support Forum
4. Technical Support Call Centre

Document ID : HT001980
Legacy Document ID : MIGR-64677
Last Updated :
Copyright © Lenovo 2013, all rights reserved
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