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Ratch98
1 Nickel

Dell Backup & Recovery missing after Windows 10 upgrade

Hello. I am having a few problems with my laptop. When i first started it up, I did a factory reset once by going into Dell Backup & Recovery (version 1.6.0.3, preloaded) located in the Troubleshoot options. it was a Windows 8.1, once the reset was complete, i decided to upgrade to Windows 10 i didn't update any drivers and applications before i upgraded to W10.

Once upgraded, i went to the dell website downloaded a couple of the latest drivers and BIOS. I installed them and updated the Dell Backup & Recovery (1.9.2.8) for Windows 8.1; I did this because in the Windows 10 tab didn't have a DB&R install, so i just went to the W8.1 tab and took that. I did not uninstall the old one that was left over from Windows 8.1.

Once that was done i went into the program and it told me to update it, which i did and then it told me to create a recovery media, i did this with a USB stick and all was fine. I went into the troubleshoot options to reset the PC, and the option for DB&R was not there. Because that option wasn't there i knew something was wrong and decided to downgrade to Windows 8.1 just to fix this issue.

So instead i booted up into the recovery USB i created with the latest DB&R and factory reset there. Then there was a error and then the laptop had shutdown. I booted it up again and continued to factory reset from USB again. This time there was no problems. Windows reinstalled all fine, with all original loaded stuff, but the DB&R option in the advanced options was still not there.

I also downloaded an older DB&R and downgraded the latest one i installed in WIN10 and encountered a error in the "Updating PE Environment" loading bar with the error "factorysetup error 2". I also cannot refresh or reset the PC through windows. I get an error saying "cannot find recovery environment". Can someone help me with this issue, i would really like to fix this. Thanks in advance.

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7 Replies
Ratch98
1 Nickel

RE: Dell Backup & Recovery missing after Windows 10 upgrade

I forgot to add that it is a Dell Inspiron M731R 5735.

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Community Manager
Community Manager

RE: Dell Backup & Recovery missing after Windows 10 upgrade

Hi Ratch98,

Thanks for posting.

Apologies you are having issues with your system.

Here is some information from the Dell Knowledge Base that may be helpful.  http://dell.to/2hqVz08

One important point is: NOTE: If DBaR is not updated as recommended (prior to updating to Windows 10), the only recourse left is to revert back to previous working OS. If the OS rollback not successful, the final solution may require a fresh OS and DBAR reinstall.


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


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Ratch98
1 Nickel

RE: Dell Backup & Recovery missing after Windows 10 upgrade

Thanks for replying, I have managed to fix the issue that wasn't allowing me to refresh or reset my windows ("cannot find recovery environment") error was caused due to upgrading to Windows 10, Once upgraded (And updating DB&R after upgrade) It disables the Windows RE. This effectively disables all entries of trying to refresh, reset or going into troubleshoot options.

So when trying to rollback to the old OS (Win 8.1), and the installation goes as planned, the Windows RE is still not configured properly to the Windows 8.1. So there is still no entry refresh, reset or troubleshoot options.

I first went into Folder Options and selected "Show hidden files, folders and drives", and uniticked "Hide extensions for known file types" and "Hide protected operating system files".

I fixed the issue by going into CMD (As Admin) and using "reagentc /info" to see that Windows RE was Disabled, and WindowsRE location was blank. Trying to use any commands at this time was useless because ReAgentc.exe cannot communicate with WindowsRE. Since its Disabled. Closed the window.

I opened another CMD (As Admin) window and used "diskpart" to find my WindowsRE partition (Partition 4). used the "detail partition" command, and found out that it had attributes of 0x0000000000000000 and had "required: no". I thought the WinRE partition was as important and gave it the same attribute as the PBR Image partition (Partition 6), which was 0x8000000000000001. So i did "gpt attributes=0x8000000000000001" so the partition would be protected.

I assigned a letter using "assign letter=z:" to the WindowsRE partition to mount the partition and enter it and saw the WinRE.bck file located there. I changed the file extension to .wim and then closed it.

Restarted the Laptop, opened up the CMD and used "/reagentc /setreimage /path \\?\GLOBALROOT\device\harddisk0\partition4\Recovery\WindowsRE" and it was success. But now there was a problem. The recovery image location was blank. I closed the CMD window.

I then proceeded to the C:\Windows\System32\Recovery and took the ReAgent.xml file, i right-click and Cut and pasted it to the desktop. I did this to try and allow Reagentc.exe to reset its configurations to a fresh state.

Then i opened up the CMD window again and typed "/reagentc /setreimage /path \\?\GLOBALROOT\device\harddisk0\partition4\Recovery\WindowsRE" - Success.

"reagentc /setosimage /path \\?\GLOBALROOT\device\harddisk0\partition6\DELL\Image /index 1" - Success.

"reagentc /enable" - Success.

Then i did "reagentc /info" and everything was all setup properly. I typed "reagentc /boottore" to boot me into WindowsRE automatically on next restart, so i can see it really works and restarted the laptop, and Dell Backup & Recovery boots up and went through the re-installation to see it works and that it creates a new refresh of Windows 8.1 without any problems. Everything works. Tested refresh and reset and now troubleshoot options appears in advanced options along with the DB&R option located in it. Now Windows 8.1 can successfully point to the WindowsRE partition as if it came out of factory condition.

I think the the main issue is that when you rollback to the old OS, make sure point the OS to the WindowsRE partition like when the laptop first came from factory. Instead the OS still points to the USB DB&R stick. If not, it would be impossible to refresh, reset or use troubleshoot options without the need for the USB.

Community Manager
Community Manager

RE: Dell Backup & Recovery missing after Windows 10 upgrade

Thanks for posting back!  We appreciate your solution and letting others know how to resolve their issues.

Regards,
Robert


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


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naania1432
1 Copper

RE: Dell Backup & Recovery missing after Windows 10 upgrade

Thanks for replying, I have managed to fix the issue that wasn't allowing me to refresh or reset my windows ("cannot find recovery environment") error was caused due to upgrading to Windows 10, Once upgraded (And updating DB&R after upgrade) It disables the Windows RE. This effectively disables all entries of trying to refresh, reset or going into troubleshoot options.

So when trying to rollback to the old OS (Win 8.1), and the installation goes as planned, the Windows RE is still not configured properly to the Windows 8.1. So there is still no entry refresh, reset or troubleshoot options.

I first went into Folder Options and selected "Show hidden files, folders and drives", and uniticked "Hide extensions for known file types" and "Hide protected operating system files".

I fixed the issue by going into CMD (As Admin) and using "reagentc /info" to see that Windows RE was Disabled, and WindowsRE location was blank. Trying to use any commands at this time was useless because ReAgentc.exe cannot communicate with WindowsRE. Since its Disabled. Closed the window.

I opened another CMD (As Admin) window and used "diskpart" to find my WindowsRE partition (Partition 4). used the "detail partition" command, and found out that it had attributes of 0x0000000000000000 and had "required: no". I thought the WinRE partition was as important and gave it the same attribute as the PBR Image partition (Partition 6), which was 0x8000000000000001. So i did "gpt attributes=0x8000000000000001" so the partition would be protected.

I assigned a letter using "assign letter=z:" to the WindowsRE partition to mount the partition and enter it and saw the WinRE.bck file located there. I changed the file extension to .wim and then closed it.

Restarted the Laptop, opened up the CMD and used "/reagentc /setreimage /path \\?\GLOBALROOT\device\harddisk0\partition4\Recovery\WindowsRE" and it was success. But now there was a problem. The recovery image location was blank. I closed the CMD window.

I then proceeded to the C:\Windows\System32\Recovery and took the ReAgent.xml file, i right-click and Cut and pasted it to the desktop. I did this to try and allow Reagentc.exe to reset its configurations to a fresh state.

Then i opened up the CMD window again and typed "/reagentc /setreimage /path \\?\GLOBALROOT\device\harddisk0\partition4\Recovery\WindowsRE" - Success.

"reagentc /setosimage /path \\?\GLOBALROOT\device\harddisk0\partition6\DELL\Image /index 1" - Success.

"reagentc /enable" - Success.

Then i did "reagentc /info" and everything was all setup properly. I typed "reagentc /boottore" to boot me into WindowsRE automatically on next restart, so i can see it really works and restarted the laptop, and Dell Backup & Recovery boots up and went through the re-installation to see it works and that it creates a new refresh of Windows 8.1 without any problems. Everything works. Tested refresh and reset and now troubleshoot options appears in advanced options along with the DB&R option located in it. Now Windows 8.1 can successfully point to the WindowsRE partition as if it came out of factory condition.

I think the the main issue is that when you rollback to the old OS, make sure point the OS to the WindowsRE partition like when the laptop first came from factory. Instead the OS still points to the USB DB&R stick. If not, it would be impossible to refresh, reset or use troubleshoot options without the need for the USB.

Dell Backup & Recovery went missing on my computer as well after I complete the Win 10 upgrade. However I got it fixed now. Thank you so much @Ratch98 for the solution. Really appreciate it Smiley Happy 

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Ratch98
1 Nickel

RE: Dell Backup & Recovery missing after Windows 10 upgrade

@DELL-Robert P I am glad i could provide others some idea of how to solve this issue. I still have to test and see if all goes well for the Windows 10 upgrade. So far i have updated to the BIOS and Drivers, and DB&R is able to detect the Windows Recovery Environment, and it successfully updates to version 1.9. Now i just have to upgrade to Windows 10 and see if DB&R 1.9 will update on it. I will update this topic to see if all goes well.

@naania1432 I appreciate the feedback. Smiley Happy

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Ratch98
1 Nickel

RE: Dell Backup & Recovery missing after Windows 10 upgrade

Just updated to Windows 10 and it was a success. The Backup and Recovery 1.9 that i updated during Win 8.1, also detects and updates the Recovery Environment on Win 10. Everything is working as usual now.

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