Imaging prior to Service

[DocGreen]

OK, so I've made it a habit to create an image of client HDD's prior to making any changes. I've been using Clonezilla for this and it's worked out really well for me this far, however I ran into an issue recently with a client.

The client had her laptop in for service a couple months ago, and then called me last week stating that some data had been corrupted and she wanted to know if I had any way of recovering it. I let her know that I had created an image of her HDD and could recover the data from the image, and everything would be honky dory.

Well, turns out recovering the data from the image was more of a pain in the ass than it was worth. Had to deploy the entire image to a blank drive in order to get to the specific data the client needed.

So... is there another option available that I can use for client HDD images that would allow me to mount the image and extract specific files?

 

[ZATZAi]

It doesn't let you mount the image? Huh, that's interesting. Personally I use Acronis True Image (It has mixed reviews but personally I like it), I've never had to do exactly what your talking about but I think it would allow it. Let me check and I'll get back to you on it...

EDIT:

Yep, it works in Acronis True Image. I was able to do a full backup of a 20GB Partition to an external drive, then I didn't even have to mount the backup to explore it. I was able to just double click on the backup in Windows File Explorer and navigate through it and pull out a single file to ensure it worked ok (You probably need Acronis True Image installed for this part to work).

 

[Martyn]

Acronis does it. I'm using Storage Craft Shadow Protect and I had an issue yesterday after a rebuild where the customer had some data(1.6GB) in a non standard location and it got missed. It was a breeze to extract. Imaging a drive does add time but at times like that you are glad did it.

 

[altrenda]

If the hard drive is not suspect, I will make an image with Drive Snapshot. It takes about a half hour, but it's mountable and allows easy retrieval of files. Many other programs do this as well, I like this one for ease of use.

For Macs, I just grab the Home folder if they don't have a Time Machine backup.

Of course, if the drive is suspect, a bit by bit clone is safer, according to the data recovery guys.

Question, if you make an image for your own protection, and the client later needs a file from your image, do you charge for it?

 

[Romaniac]

Macrium Reflect also does this. You must view the image/files through the software itself, but seems to work well.

 

[Simmy]

A vote for Acronis Backup and Recovery from me. You can mount any image as a drive in "My Computer" and simply pull data from it as you would any other physical drive.

 

[katz]

I'm pretty sure Easus (free) will do this without a hassle. It's been awhile since I've used it, but if memory serves me, I think it was a straightforward backup/restore to from the same drive, no middleman required.

 

[LifelineIT]

+1 for acronis. I recently updated to 2013 though and wish I hadn't. Don't remember whether I had 2011 or 2012 before that.

 

[angry_geek]

I guess I'll throw it out there again. Disk2vhd. If the drive is ok, this is the way to go. It's free and painless. Mount the vhd in drive manager or just open it with 7-zip.

 

[bertie40]

I've settled on shadow protect.

It's not so much it's ability, it's down to the gut feeling you need that the bloody thing works and ....

1. Isn't going to take several hours to process
2. Ease of data retrieval.
3. Confidence.

 

[drjones]

I've long made it a habit to image clients drives, I've been using DriveImageXML and it works flawlessly.

Very recently saved my butt when I forgot to backup a clients' PSTs.

Can NOT believe I did that....but that's why we BACK UP! I do think that is the first time I've made such a rookie mistake.

Just be warned that it does take quite a while to extract data from the images. Takes so long in fact, that I will manually copy the docs, pics, music, etc. and any other obviously valuable stuff to a separate directory and restore from there and then just take the image as another redundancy.

So I'll create a "John Smith" folder, then "Backup" will contain their docs, desktop, music, pictures, favorites, Outlook, etc. and the "Drive Image" folder contains, well...the image.

I like to create the image using one PC, and then manually browse it to verify using another PC. Guess I'm just that paranoid.

 

[joydivision]

I use HDClone, is quite cheap and what I is if I am just doing virus removal or anything else which does not involve me deleting data, I will save an image file to my 2TB hard drive then I can simply mount if I need to.

If I doing an N&P or similar I will copy an image to my 2TB but also make a standard image to image onto another drive. That way I have a backup should my 2TB fail but also it means I can copy the data back without the hassle of having to mount the image.

 

[gikstar]

I use Acronis also, but I clone the client's hard drive, usually to a smaller drive because I was fortunate to be able to pickup a number of good hard drives a while back.
I save the drive copy for a few weeks then erase it and reuse it.

 

[HFultzjr]

It doesn't let you mount the image? Huh, that's interesting. Personally I use Acronis True Image (It has mixed reviews but personally I like it), I've never had to do exactly what your talking about but I think it would allow it. Let me check and I'll get back to you on it...

EDIT:

Yep, it works in Acronis True Image. I was able to do a full backup of a 20GB Partition to an external drive, then I didn't even have to mount the backup to explore it. I was able to just double click on the backup in Windows File Explorer and navigate through it and pull out a single file to ensure it worked ok (You probably need Acronis True Image installed for this part to work).

^^^^^ This.

I do an image before repairs (saved my butt a few times), then do an image after repairs. Save images for a few months in case customer needs something, then delete.

 

[lcoughey]

I must admit, I really like this thread. For those of you who are posting and saying that you always take the time to image the drive before proceeding with working on it, I'd like to say, "great customer service!" It is actions like these that I look for when I refer clients to a companies for computer repair.

 

[SilverLeaf]

Just curious as to what criteria everyone is using to determine when to image. Are you imaging every machine that comes through the door, whether it be for a virus removal, tune-up, etc..?

I'm generally a cautious tech, but I don't image as much as it seems some others do. Where do you draw the line?

 

[drjones]

How long do you guys retain client images/data backups?

 

[LifelineIT]

If I damage data, I back it up. I promise to keep it for 7 days, I really keep it for 30. I'm not a huge operation so several TB of backup is enough for me. I also have a "no backup" option.

Since I purchased fab's I don't always image depending on the issue.

 

[stevenamills]

I prefer to image from a PE environment. Any of you guys do this? If so, what programs easily works that way?

Also, for those that promise to keep data for a specified period after the repair, are you on a RAID system or other type of redundant setup. This always worries me. I always take a lot of time explaining that I am not guaranteeing availability. The old lawyer in me I guess.

 

[drjones]

I prefer to image from a PE environment. Any of you guys do this? If so, what programs easily works that way?

Also, for those that promise to keep data for a specified period after the repair, are you on a RAID system or other type of redundant setup. This always worries me. I always take a lot of time explaining that I am not guaranteeing availability. The old lawyer in me I guess.

No need to do the PE stuff; just install DriveImageXML like any other program, does a "hot/live" image just fine. Never had a bad one yet *knock on wood* but that's also why I manually verify each image on a separate machine - just open it up & make sure I can browse it.

I can also of course just pull the drive, plug it in via USB-SATA adapter & take the image that way. Had to do that recently when the image kept failing for some reason.

Yes, I generally do store the images on a NAS w/RAID.