Occasionally, customers report that they are unable to browse or explore an image backup. The cause of this is usually that a Macrium Reflect component is missing or unable to run. Typically customers see "the parameter is incorrect" or no mounting whatsoever.

This article details a series of troubleshooting steps to follow to identify the cause of the problem.

Applies to: Macrium Reflect v5, all editions

Try a different image and try verifying the images

If images are sufficiently corrupted they may not mount correctly. In this case, please try:

1. Verifying the image you wish to mount. If this fails, this could be the cause.
2. Exploring a different image.

Use the installer repair feature

Open up the control panel by selecting it in the start menu. Then
on Windows Vista and later select "Programs and Features". On Windows XP, select "Add/Remove Programs". Scroll down until you find "Macrium Reflect {Edition}", then select this entry and click the repair option. On Windows XP, you may need to right click and select Repair.

Follow the installer through whilst it repairs Macrium Reflect, then please then try mounting an image again.

Validate the mounting driver exists and is started

If this does not work, we need to check the driver file is present. To do this, you will need an elevated command prompt. If you search for cmd.exe in the start menu, then right click on this and select "run as administrator", you will open a command window with "Administrator:" in the title.

Alternatively, on Windows 8 systems, hold the Windows Key and press X then select "Command Prompt (admin)" from the menu.

Once there, type the following:

dir c:\windows\system32\drivers\psmounter*

If you see the following:

Volume in drive C is Windows Volume Serial Number is FA88-9060 Directory of c:\windows\system32\drivers 07/03/2013 15:39 63,096 psmounterex.sys 1 File(s) 63,096 bytes 0 Dir(s) 123,416,559,616 bytes free

Then you have the necessary driver file psmounterex.sys.

Once this command completes, type:

sc start PSMounterEx

If you receive any error other than this one:

[SC] StartService FAILED 1056: An instance of the service is already running.

then the driver is not running and you will need to follow the final step below.

Re-install with logging

Download the installer if you have not already done so. You can do this by using our download utility ReflectDL and inputting your license key to retrieve the correct installer for your license. ReflectDL is available from http://updates.macrium.com/reflect/v6/reflectdlfull.exe

When the installer launches, in the bottom left there is an option to enable logging. Please check this option and complete the installer.

Please then try mounting again. If this does not work, there will be a log file created at C:\reflect_install.log. Send this log to us  a support ticket via the following web page: http://www.macrium.com/ticket.aspx.