Please reproduce your issue (make it happen again), then create Sysdiagnose file, as described in the article below:
How to save Sysdiagnose and System.log
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
Having previously installed Paragon Software product, you’re trying to install Backup & Recovery 16 or Hard Disk Manager 15 SP5, but cannot proceed with installation – an error pops up:
The Universal Image Mounter (UIM) is installed and cannot be proceeded. Please uninstall the product with UIM before.
According to this error you need to uninstall all products that contain UIM. However, in case you want to install Backup & Recovery 16 or Hard Disk Manager 15 SP5 and to keep the previously installed products, please follow the solution mentioned below:
Sometimes your scheduled backup may fail. Most common issues related to these situations:
You setup a scheduled backup and it won’t start.
Our software uses the native Windows Task Scheduler to set events. Maybe some changes were made in it and it is a reason of the issue. The best solution is to open Windows Task Scheduler and check the status and properties of the task:
You setup your backup policy to start backup at System Startup and the backup won’t start:
Usually this happens when you select an external drive or a NAS disk as a location for your backup. External disks or NAS drives mount only after the user is logged in, so the backup policy should be changed to:
Start backup at User Logon
You scheduled backup on the external drive or NAS drive was successfully run and after a regular PC restart, the backup fails.
After each restart the system re-assigned a drive letter to external drive,so you need to check if your scheduled backup path is correct:
Possible reason is overlap between events. Only one instance of the Paragon engine process can be active at any time, so if a backup is launched before the previous one is completed, it will failed.
The solution is to schedule events farther apart, giving sufficient window to finish before the next backup is started:
You want to Open/Restore in Windows a backup, made in HDM for Mac.
Firstly, you need Paragon HDM-based software, which is capable of working with latest VD (Virtual Disk) backups, for example: B&R14 Free, HDM 15, B&R 16.
In Mac the backup is seen like a file with .hdmbackup format.
After copying it to the Windows system, this file is shown just as an ordinary folder.
In that folder you will find the necessary backup files.
The file, that HDM in Windows needs to be opened is the one with .pfi format.
Please locate this .pfi file manually in Restore wizard and the backup will be ready to be operated with.
If you still have any questions regarding opening HDM for Mac backups in Windows system, please describe your question clearly and write us a Support Request:
Unencrypted partition – partition with non-locked file system, without BitLocker Drive Encryption (BDE) applied to it, or after turning BitLocker off.
BDE partition – partition with data encrypted with BDE
Locked partition – BDE-partition, access to FS of which is locked.
Unlocked partition – BDE partition, access to which was unlocked by one of used keys.
For BDE partitions, all Non-FS-Destructive operations (which change something on partition sectors level) are prohibited.
Such partitions can be backed up (without preserving encryption) and restored in non-encrypted (Unlocked) state.
Also, you can copy BDE partition or disk with BDE partitions, preserving all keys and encryption methods that were used on Source drive.
Locked partition cannot be selected for copy or backup.
If the disk contains at least one locked partition, this disk cannot be selected for copy or backup.
Trying to perform forced copy of locked partition (for example – when using script and having the partition in Locked state prior to scheduling the script), 0x10093 error will pop up.
To make Locked partition Unlocked or Unencrypted, open Windows Explorer, go to My Computer (or This Computer), then right-click on the disk and select Manage BitLocker.
Suspend protection: Locked partition will become Unlocked partition
Turn off BitLocker: BDE partition (either Locked or Unlocked) will become Unencrypted partition
You can always re-enable BitLocker by selecting Turn on BitLocker later.
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
Please reproduce the issue, then gather most recent HDM16 log files found at C:\Users\<username>\AppData\Local\Temp.
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
If you encounter problems during Recovery Media creation, please send the rmbengine.log file located in the program subfolder (default path – C:\Program Files\Paragon Software\Migrate OS to SSD\program)
Please reproduce the issue (make it happen again), then create collect a set of log files:
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
Please go to folder C:\Program Files\Paragon Software\Product Name\ and find file layout.ini, open it with Administrator Rights in Notepad, search for:
Aggregate logs in global log file(On/Off) = off
change to:
Aggregate logs in global log file(On/Off) = on
Repeat the initial operation. If it will fail again, please find super.log file, one is located in C:\Program Files\Paragon Software\Product Name\program
Don’t forget to revert all changes made to layout.ini!
Please also gather your Event Log files:
Control Panel->Administrative Tools->Event Viewer. There will be three log files available – System, Security, and Application.
We will need all three of them, so right-click on each, and select Save as File.
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
Please reproduce your issue (make it happen again), then create collect a set of log files:
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
Please reproduce your issue (make it happen again), then create collect a set of log files:
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
Please reproduce the issue and gather log files. To gather log files, press Home – Log Saver.
If the operation you’re trying to perform requires restart, please navigate to the program installation folder (usually C:\Program Files\Paragon Software\Product Name\)
Open layout.ini file
Make sure you have the folowing option enabled:
Write logs into Bluescrn = on
If it’s off, change it to on
Then reproduce the issue and collect log files.
Please also attach stubact.log file located in bluescrn subfolder (usually C:\Program Files\Paragon Software\Product Name\bluescrn).
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
Please reproduce the issue and gather log files. To gather log files, press Home – Log Saver.
If the operation you’re trying to perform requires restart, please navigate to the program installation folder (usually C:\Program Files\Paragon Software\Product Name\)
Open layout.ini file
Make sure you have the folowing option enabled:
Write logs into Bluescrn = on
If it’s off, change it to on
Then reproduce the issue and collect log files.
Please also attach stubact.log file located in bluescrn subfolder (usually C:\Program Files\Paragon Software\Product Name\bluescrn).
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
In order to create Recovery Media in HDM 16 product family, please follow steps below:
STEP 1 – Locating Recovery Media Builder
Proceed to Home Tab:
Locate Recovery Media Builder section on the left side of the screen:
STEP 2 – Recovery Media Builder Wizard
Starting the RMB Wizard, you will be transferred to the welcome page with two checkboxes offered.
1) Advanced mode. This option allows to configure network connection or add drivers to recovery media;
2) Use ADK/WAIK. This option is needed when you need to create .ISO image of Recovery Media or when native Recovery WIM is not available or corrupted.
It is recommended to use defaults on this step if you don’t need to prepare advanced recovery media.
If you want to create recovery media based on WAIK/ADK please follow steps from this article.
Select a USB flash drive, which you wish to use as a bootable media.
It is recommended to use less than 32 GB size USB flash for stable FAT32 functionality.
Having the drive selected, confirm the operation by clicking “Yes“, or select different device whether you selected a wrong one by accident.
Please wait, while Recovery Media is preparing.
Succeeding with recovery media creation, it is required to check if you can boot with this recovery USB flash. Learn more about the process in this article.
Below you will find suggested options after you select “Advanced mode“:
It’s usually advisable to get drivers from the manufacturer’s website. OEMs typically provide drivers for download in a section called Support or Downloads. Driver packages often comes as .exe files that unpack themselves into a folder including files with extensions .sys, .inf and others. Unpack them somewhere. An .inf file is the index of a driver packet. Our software needs necessarily an .inf file to implement a driver.
Alternatively, you can retrieve the drivers from within your Windows. Launch Windows Device Manager (right click My Computer > Manage > Device Manager) and locate the device. Double click the device and open Driver > Driver Details. There, you should see several .sys files with the path C:\Windows\System32\drivers\.
For each of them that lists a provider other than Microsoft Corporation, write down its name. Then open C:\Windows\System32\DriverStore\FileRepository\ (you’ll need to enable display of protected system files in folder options) and search for each filename you wrote down. They will be inside folders. Save the contents of each folder elsewhere.
Setting up network configuration:
Having selected WAIK/ADK option, you will need to choose, where Recovery Media will be stored – on an .ISO image or physical device:
Then locate and select installation WAIK/ADK path.
Once again, you can learn more about WAIK/ADK installation here.
If you encounter problems during Recovery Media creation, please send us the rmbengine.log file located in the program subfolder (default path – C:\Program Files\Paragon Software\Hard Disk Manager 16\program).
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
Problem: A rescue environment created on a Windows 10 Fall Creators Update 1709 system boots into a black or blue screen and hangs. Only the mouse cursor is active.
Cause: The batch file that starts the Paragon environment from the established WinPE environment stops several Windows services. The respective command requires the flag “/y”. This is a change in Windows 10 1709 compared to any previous Windows version.
Solution: Find the file “startnet.cmd”. This file exists only once in the program directory of your Paragon product. Depending on the product it is located in different paths.
Hard Disk Manager 15 SP5:
C:/Program Files/Paragon Software/[product name]/rmb2/winpe_custom_x64/Windows/system32
Backup & Recovery 16:
C:/Program Files/Paragon Software/[product name]/program/winpe_custom_x64/Windows/system32
* Please start the Windows Explorer and change to the folder the file “startnet.cmd” resides in.
* Create a copy of the file “startnet.cmd” for security reasons.
* Load the file into a dedicated text editor like notepad++.exe or notepad.exe. (Word or WordPad are NO text editors.)
* Approximately in the lines 32-34 you’ll find the following commands:
net stop MpsSvc > %WinDir%\temp\log.log
net stop IKEEXT > %WinDir%\temp\log.log
net stop BFE > %WinDir%\temp\log.log
* Please change these to the following by adding the parameter /y:
net stop MpsSvc /y > %WinDir%\temp\log.log
net stop IKEEXT /y > %WinDir%\temp\log.log
net stop BFE /y > %WinDir%\temp\log.log
* Save the file and create a new rescue environment.
Linux RCD: The Linux based recovery environment seems to have the same issue. Unfortunately there is no access to the content possible to solve the problem. Please create a WinPE instead.
Hint: In “/program files” and beyond only administrators are permitted to write. So please rightclick the editor symbol and select “Run as administrator” from the context menu. Then open the file “startnet.cmd” from within the editor.
Hint: The problem affects only “Backup & Recovery 16” 10.2.0 and the Service Pack 5 (SP5) of the “Hard Disk Managers 15”. In “Hard Disk Manager 16” and BR 16 later than 10.2.0 the commands are already changed. Any other Paragon programs (also BR 16 before build 10.2.0) do not support Windows 10 1709.
Hint: The problem should not occur on 32 bit WinPEs.
Basic license of Hard Disk Manager 16 does NOT require Serial Number to be entered.
You activate it as soon as you log into your account through the software interface.
You only need to enter a Coupon Code if you purchased one to get all Advanced features. If you’re fine with features of the Basic license, you only need to activate the Basic license by logging in into your account in the program.
Upon entering the purchased Coupon, in-app Tabs will change from FREE to Advanced and from this moment Hard Disk Manager 16 Advanced has been fully unlocked and activated.
Create screenshots or photos if possible.
Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.
You launch HDM16, and get this message instead:
The described issue has been fixed in newest build 16.18.6.
You can download the newest installation file from MyParagon portal: https://my.paragon-software.com/#/dashboard/downloads
Just install the downloaded file to upgrade – no need to uninstall existing version.
If you have older version in “My Downlaods”, please contact Support Team to recieve the latest version.
After a Major Windows update you are being asked to reactivate the program, although you have already activated it on the same computer.
Previously, our software used Windows’ Product ID to bind the license with a machine.
This ID used to be a constant value and was intended for license simplification. Unfortunately, the Product ID changes its value every time Windows 10 is undergoing a Major update (1511, 1607 “Anniversary Update”, 1703 “Creators Update”, 1709 “Fall Creators Update”, 1803 “April 2018 Update”, 1809 “October 2018 Update”).
In the latest build of Paragon Hard Disk Manager 16 (16.23.0) we implemented different licensing schema to solve activation issues caused by Windows Updates. The installation file can be downloaded from your MyParagon Account.
Now the MAC (media access control) address of a NIC (network interface controller) is used during the activation process. This MAC address is a unique identifier assigned to a NIC in form of 00-AA-FF-22-A1-F2. The individual characters are within the range A-F and 0-9.
When a software update is been rolled out, the activation method will not be changed automatically. It is necessary to reconfigure it manually. Please proceed as follows:
Note: The %ProgramData% directory is a hidden directory. Make the directory C:\ProgramData\ visible. Activate “Show hidden items” in the folder properties of the Windows Explorer. Undo this change after completing the operation.
Pict. 1
Pict. 2
Pict. 3
Pict. 4
Pict. 5
Pict. 6
Pict. 7
You have opened the program, then it’s seen “Loading disks and partitions information”, but then the window disappears.
If you have configured Backup Jobs and would like to preserve them, they are located at C:\ProgramData\Paragon Software\Hard Disk Manager\storage\jdb
Copy this folder somewhere safe, then get it back to original location after completing step 5
Then the issue should be resolved.
