Both Hard Disk Manager and Backup & Recovey 17 allow you to simplify the procedure of collecting log files. In case of having difficulties with handling the program, you, with the help of this very function, can address the company support engineers and provide them with all the information they need such as the disk layout, performed operations, etc. in order to tackle the encountered problem. Information of that kind is stored in log files.

To prepare a log files package, please do the following:

1. Click on the settings icon in the left lower corner (see pic.1);
   
2. Select Logs Collector Tool – provide an e-mail address used for registering the product (= MyParagon Account login), then give a detailed description on the encountered problem in the corresponding text fields (see pic.2) – Next;
   
3. Browse for the required location of the log files package or manually provide a full path to it;
4. Click on Explore logs location (see pic.3);
   
5. Attach the submitted file to your reply.

Please don’t worry – Paragon Software respects your privacy, so none of your confidential or sensitive data will be exposed. See also Privacy Statement of the Paragon Software Group. This utility only collects the program’s operation logs to help our Support Team find and tackle your problem.

1. Program Does Not Start Without Error Or Error 0x1100a

2. Windows Event Viewer Lists An Error “The Driver \Driver\WUDFRd Failed To Load For The Device ROOT\PARAGONBLOCKDEVICE\0000”

3. Compatibility With Antivirus Software

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If Your Problem Is Not Listed:

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:

How To Create A Screenshot

Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.

How To Submit Support Request

1.   Error: A part Of Paragon System Utilities Has Stopped Working

If Your Problem Is Not Listed:

Please reproduce your issue (make it happen again), then collect a set of log files.

How To Collect Log Files In HDM17 Product Family

Create screenshots or photos if possible.

How To Create A Screenshot

Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.

How To Submit Support Request

Please reproduce your issue (make it happen again), then collect a set of log files.

How To Collect Log Files In HDM17 Product Family

If the operation you’re trying to perform requires restart, please navigate to the program installation folder (usually – C:\Program Files\Paragon Software\Hard Disk Manager 17 Advanced for Hard Disk Manager 17 and C:\Program Files\Paragon Software\Backup and Recovery 17 for Backup & Recovery 17)

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.

Create screenshots or photos if possible:

How To Create A Screenshot

Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.

How To Submit Support Request

1. System Fails To Boot After “Bluescreen Mode” Operation, Displays Message About “Interrupted Operation” 

If Your Problem Is Not Listed:

Please reproduce your issue (make it happen again), then collect a set of log files.

How To Collect Log Files In HDM17 Product Family

Create screenshots or photos if possible.

How To Create A Screenshot

Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.

How To Submit Support Request

Before you begin searching on how to troubleshoot your issue, please make sure to look through the

Common recommendations

• Make sure you’re using the latest version. It’s always available in MyParagon portal
• Most operations cannot be applied if your filesystem in bad condition. Make sure to check and fix filesystem errors on all involved volumes using CHKDSK.

Still need help? see

Compatibility Issues

Hard Disk Manager 17 for Windows – Troubleshoot Compatibility Issues

Installation Issues

Hard Disk Manager 17 for Windows – Troubleshoot Installation Issues

Backup Issues

Hard Disk Manager 17 for Windows – Troubleshoot Backup Issues

Restore Issues

Hard Disk Manager 17 for Windows – Troubleshoot Restore Issues

Task Scheduling Issues

Hard Disk Manager 17 for Windows – Troubleshoot Task Scheduling Issues

Copy/Migration Issues

Hard Disk Manager 17 for Windows – Troubleshoot Copy/Migration Issues

Partitioning Issues

Hard Disk Manager 17 for Windows – Troubleshoot Partitioning Issues

Wiping Issues

Hard Disk Manager 17 for Windows – Troubleshoot Wiping Issues

Bootable Recovery Media Issues

Hard Disk Manager 17 for Windows – Troubleshoot Bootable Recovery Media Issues

Application Errors Issues

Hard Disk Manager 17 for Windows – Troubleshoot Application Errors Issues

OS Crash Issues

How To Troubleshoot Windows OS Crashes

Application Crash Issues

Hard Disk Manager 17 for Windows – Troubleshoot Application Crash Issues

Features Issues

Hard Disk Manager 17 for Windows – Troubleshoot Features Issues

Other Issues

Hard Disk Manager 17 for Windows – Troubleshoot Other Issues

1. “No free space” Error When Trying To Backup/Copy Disk

2. Cannot Migrate OS To Smaller SSD

3. Windows Becomes Deactivated After Copy Or Migration

4. The Wizard Has Found A Hard Disk It Cannot Work With

5. Troubleshoot Problems With SATA Controller Settings Related To Copy/Migration

6. Error Status: 0xc0000225, 0xc000000e, Missing Winload.efi After Copy Or Migration

7. Can’t Copy Or Migrate A ≤2TiB Drive To A ≥2TiB Drive

8. Dynamic Disk Support In HDM

9. Backup Or Copy Fails With The Error “VSS: Can’t Read Volume Data”

10. Error “User profile service failed the logon” After Migration

11. How To Troubleshoot VSS Problems

12. How To Migrate OS With Excludes

13. Some Files Are Missing After Copy Or Restore

14. Can’t Copy Or Migrate Drive, Program Reports Sector Size Mismatch

15. Windows 10 Upgrading Error 0xC1900101-0x20017

If your problem is not listed

Please reproduce the issue and gather log files.

How To Collect Log Files In HDM17 Product Family

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.

How To Create A Screenshot

Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.

How To Submit Support Request

1. Error Message “Crosslinked Files”

2. How To Create More Than Four Partitions On MBR Hard Disk

3.  Partition Coloured Red And Marked As “Invalid”

If your problem is not listed

Please reproduce the issue and gather log files.

How To Collect Log Files In HDM17 Product Family

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.

How To Create A Screenshot

Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.

How To Submit Support Request

1. Wipe Stamp

If Your Problem Is Not Listed:

Please reproduce your issue (make it happen again), then create collect a set of log files:

How To Collect Log Files In HDM17 Product Family

Create screenshots or photos if possible.

How To Create A Screenshot

Then send the created files to Support Team. Make sure to provide detailed step-by-step description of the issue you’re encountering.

How To Submit Support Request

This message displays when your system doesn’t meet the requirements.
You cannot run the program on Windows Server 2008 or later. Also, your computer should not be joined to a domain.

Please refer to the license terms for usage details.
For home use, please check out https://www.paragon-software.com/home/#for_windows.
For business use, please check out https://www.paragon-software.com/about/products-a-to-z/#for_business.

Here is the list of officially supported Windows, Windows Server and macOS versions for Hard Disk Manager and its parts as individual products:

Hard Disk Manager for Windows: 

Products for Mac:

Other products for Windows:

Same information in different presentation:

Scenario:

the following error appears when you try to use the ‘Import backup’ feature in Paragon Hard Disk Manager 17 Advanced:

Cause: usually, the backup folder you are importing is already part of an existing backup job of the current program installation (or WinPE image).

Solution:

In Windows: Do not use the ‘Import backup’ feature in Windows if the backup job already exists. Open the job and click ‘Restore’ on the backup point on the timeline (or ‘Explore’, ‘Mount/Unmount’ if needed), You can also click the single ‘Restore’ button at the bottom and then proceed to select a restore point if there are several of them.

In Windows PE: However, your WinPE may have been created before making new backups within an existing job. Thus, it will not show the newly created backup(s) in the WinPE environment, not will it allow you to Import them, as the job itself already existed when the current copy of WinPE was created, thus including the job along with all backup information available at the time of its creation. In such cases, delete the job from WinPE (‘My backups’ section → ‘Backup tasks’ tab, click ‘-‘ Remove the selected backup → ‘Delete the backup job data only’).

This action will only lead to the selected job being deleted in the current WinPE session, allowing you to successfully import the backup needed. The job will remain available in Windows and after restarting the WinPE environment.

However, the second option ‘Delete backup’ will erase all folders pertaining to the backup you are deleting. The job itself will remain in Windows and after restarting the WinPE environment, but its backups (restore points) will not be available.

If the issue still persists, please submit a new request to our Support Team and we will be glad to assist you in resolving it.

Certains des produits de Paragon Software sont strictement destinés à un usage domestique. Ces produits incluent des fonctions intégrées pour vérifier votre environnement de production et le système d’exploitation de votre ordinateur.

Par exemple – Hard Disk Manager Advanced.
HDM Advanced est conçu pour un usage domestique uniquement. Par conséquent, si HDM Advanced démarre sur un ordinateur qui fait partie d’un domaine, vous allez recevoir l’erreur suivante:

De plus, si l’application démarre sur Windows Server 2008 et supérieur, vous obtiendrez le message suivant:

Dans les deux cas, pour éliminer ces erreurs et commencer à utiliser le produit, assurez-vous que votre ordinateur est exclu de tout domaine et que vous n’utilisez pas le système d’exploitation Windows Server. Les produits destinés à un usage domestique ne prennent en charge que Windows 7 SP1 et supérieur.

Vérifiez la configuration système requise sur la page du produit pour trouver toutes les informations sur l’environnement dans lequel vous pouvez utiliser l’application.

Nous vous recommandons d’utiliser nos produits Business pour les environnements de production.
(https://www.paragon-software.com/fr/about/products-a-to-z/)

Scenario

You have purchased a license of Hard Disk Manager 17, it has been registered to your ParagonBox account, and now you would like to activate it on device without Internet connection.

Solution

1. Launch the Hard Disk Manager 17 software and click the “Get license offline” button
   

2. On the dialog that pops up, place the “PC ID” value in your clipboard (it’s really just your MAC address with the prefix “MAC-“)
   

3. Login to your account at https://uc.paragon-software.com and please choose the “Get License File” button:
   

4. Once there, you should see the following:
   

5. For the “PC ID” paste the value in your clipboard
6. Your “Serial number” should be selectable from the drop-down.
7. Click the “Export license file” button.
8. It should download a “license.xml” file.
9. Navigate back to the Hard Disk Manager 17 software and click the “Import license” button, supplying the “license.xml” file.
   

10. If all is successful, you should now be able to enter and use the product
    

Please let us know if this does not resolve the issue or if we can be of any further assistance.

Please note the important though hidden information that can be made visible by clicking on the blue info button between the  text fields “SMTP server” and “SMTP port”:

"You can specify address of your own private or corporate SMTP server or can use one of the well-known web services. Note that web services providers can restrict a number of e-mail messages per day as well as require special account setup, like "Less secure apps access" for Google. Please refer to support or KB articles of corresponding web service provider for more info. Use "Implicit SSL/TLS" for port 465, "Opportunistic SSL/TLS" for port 587"

Our software acts as an e.mail client when communicating directly with the SMTP server. Whereas popular e-mail clients such as Outlook or Thunderbird are known to the e-mail providers and therefore rated as trustworthy,  this may not be the case for our software. Hence entering the correct credentials in the configuration mask of the Paragon program often does not suffice to complete the configruation. In addition, it is frequently necessary to reduce the security level in the customer account at your e-mail provider or take similar measures differing from provider to provider.

Please verify the configuration options of your e-mail account or contact the support of your eBitte prüfen Sie daher die Einstellungsmöglichkeiten Ihres E-Mail-Kontos und/oder wenden sich an den Support Ihres E-Mail-Providers.

Standard ports for SMTP:

without encryption: 25
SSL encryption: 465
TLS encryption: 587

However, this port mapping is strongly simplified and not inevitable. Please follow the specifications of your e-mail provider.

Screenshot Hard Disk Manager 17 – E-mail settings

Screenshot: example security settings for GoogleMail account

For technical reasons, we are currently working with four separate customer portals. 

Our new license management portal (LC) Paragon Licensing Center has a separate sign-in site and requires personal data to be saved. Your previous licenses from our older systems are not automatically migrated to the new portal. Therefore it could be confusing not to find your license information in the new system at once.

We thank you for your understanding.

Overview

* Cf. paragraph “Download of installation files”

** On demand to customers of Hard Disk Festplatten Manager 17 Advanced from the three older portals

*** Newer preview versions (Service Builds) until Linux Kernel 6.8 on demand to customers of paid versions

**** Newer updates not in the MyParagon account; directly delivered to cutomers

Information on the New Portal

The  (LC) Paragon Licensing Center account is either created automatically with the email address used for a purchase in our online shop, or by users themselves.

The (LC) Paragon Licensing Center-Kundenkonto is put into service by choosing a new password; not until then the licenses are accessible.

If the (LC) Paragon Licensing Center account exists already at the time of a automatic license migration, the password is not herited from the older portals; passwords are only herited if the destination account is automatically created in the course of an automatic migration.

During a transitional period all four customer portals (MyParagon, ParagonBox, (UC35) Paragon Licensing Center und (LC) Paragon Licensing Center) are equally accessible.

Your passwords in the four portals are not necessarily identical! 

Installed versions and license keys to be used (serial number resp. coupon code) must fit, i.e must come from the same customer portal.

We have to apologize for the inconvenience resulting from this transitional situation.

Download of Installation Files

With the exception of the (UC35) Paragon Licensing Center, you’ll find the download link of the current installation files under the corresponding product in the customer portal where it is registered.

For products registered in the  (UC35) Paragon Licensing Center the current installation files are available on the product web site of the particular product on our homepage:

https://www.paragon-software.com/home/camptune/# 
https://www.paragon-software.com/home/apfs-windows/#
https://www.paragon-software.com/home/hfs-windows/#
https://www.paragon-software.com/home/linuxfs-windows/#
–> Just click to “Download” there…

For the products marked with * the suitable installation file is not available on the product web site; please contact our support team.

Upgrade and Migration of Older Versions

The eligibility for upgrade and migration of older versions to the portals  (UC35) Paragon Licensing Center and (LC) Paragon Licensing Center is defined by the following rules:

-> Free upgrade bei if a permanent license was bought after March 2020 or for licenses with “Lifetime Upgrade Assurance”.

-> 30% discount if the purchase of a product registered in MyParagon or ParagonBox took place before April 2020.

If you are eligible for a free upgrade, please create your account in the destination customer portal and contact then our support team.

In order to take advantage of the  30%  discount, please contact our support team; we’ll create a suitable purchase link for you.