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My Format and Reload Process
I have recently had a few people ask me how I do certain tasks. In this article I’ll show you my format and reload process. I am not saying this is the way you must do it, or even that is this the best way. Its just my way.
First of all, I generally try to avoid “nuke and paves” since software issues can be repaired most of the time. However, that doesn’t mean that you should always go down the repair route. You have to ask yourself “What are the chances of succeeding in a repair?” You can spend 5 hours trying to fix a certain problem and still have to format. Also, “How damaged is the operating system?”. I usually remove viruses manually but if a virus has critically damaged the operating system or just spread everywhere, its sometimes worth just formatting to get the best result for your client.
Once you have determined that a format and reload is going to be the best course of action, you need to tell your client about it. I usually say something like this:
“A format and reload is going to be the best solution. A “format” is the process of backing up your data such as your documents, pictures, emails and favorites. Then wiping the hard drive clean, reinstalling Windows and placing your data back on the hard drive. You wont lose any data, but we will need to reinstall applications like Microsoft Word from their original CDs. Do you still have those CDs?”
Its important to manage their expectations. Many clients believe that backing up and replacing their files means everything will be exactly as it was. It is also important to ask whether they have all of the CDs for their software because you may find that they are running some very specific software that cannot be replaced.
I then fill out a Backup Checklist and have the client sign it. The backup checklist contains a list of software and that they will probably want backed up (emails, favorites etc.). It also has an area for me to fill out license numbers but most importantly, it says down the bottom that if they dont tell me about any other information not mentioned on the list and it is lost, I cannot be held liable.
Once the clients machine is in my workshop, I clone their hard drive using Clonezillas Live CD (free). I prefer to clone the hard drive as a whole rather than creating a single image file of the hard drive. I do this so I can easily pick out any individual files that weren’t transfered if I need to and it keeps all of the hard drives information such as the partitions, bootloader etc. I know there is imaging software available that allows you to pick out individual files out of an image but this is the way I like to do it.
I will usually take their hard drive out of their machine and into one of my test bench machines to clone the hard drive since SATA to SATA it is faster than SATA to USB.
Cloning a hard drive can take a bit of time but I can almost guarantee that there will be a day when you will be very glad that you did.
Once I finish cloning their hard drive, I use Fabs Autobackup 3 (4,90€ or $6.80 USD per tech at time of writing) to backup the individual files that the client wanted such as My Documents, emails and favorites. It is one of the easiest ways to transfer a users data from one machine to another and at under $10, its a real bargain.
If the computer is old or using lesser known hardware or brands I will use Double Driver to backup their drivers since it may be difficult to obtain them again. I also use MailPassView to get the email usernames and passwords since Fabs Autobackup will only transfer the emails and settings, but not the password itself. I usually backup this information to my Lacie portable hard drive.
While I am essentially doing a double backup, making use of Clonezilla and Fabs Autobackup is a fairly simple process (just a few clicks) and well worth doing to avoid losing a clients data and possibly getting sued. While I do have a disclaimer form signed, it is far cheaper to avoid a lawsuit entirely.
I then install the operating system using one of my slipstreamed OS CDs. I know some computer technicians will partition the drive so that there is one partition for the operating system and one partition for applications and other files. I personally do this on my own machines but most clients either dont know how to or dont remember to install everything else on the other drive and end up filling up their smaller “operating system only” drive. Its a good idea in theory but not in practice when dealing with clients. I just leave their hard drive as one big partition.
Once the operating system is installed I then install the drivers. If the hardware is modern I will use the CD it came with excluding the video card drivers which I will always get the most recent version of. If the hardware is old I will usually goto the manufacturers site and get the most recent drivers. If they are no longer available, I use the drivers I backed up with Double Driver.
Once the system drivers have been installed, I do the Windows updates using my Offline Update CD which automates the process and prevents me from downloading a few hundred megabytes for every machine I need to update. Once that completes, I will goto the Windows Update site to install the few updates that have been released since I created my Offline Update CD.
I then install the clients software such as Microsoft Office and a few other things they need such as a Antivirus product and a PDF reader. I wrote a script using AutoIT to automate this process.
Once all of the software has been installed, I load up Fabs Autobackup again and use it to restore all of the information it backed up earlier. I then setup the odds and ends such as entering the email password and making sure that everything copied over correctly.
Once I have finished, I let the client know it is complete, invoice the client and take the PC off my bench ready for pickup.
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Fantastic article Bryce, really enjoyed reading it. thanks for taking the time to write it.
Very Interesting, Thanksss….
Same process I use. Except I use Ghost.
Nice writeup.
Hi Bryce.
The link to the Offline Update CD is no longer working. Do you have an alternative site? To the group. Does anybody know of any alternatives in getting the updates without always visiting Microsoft for the updates to save bandwidth? I also bought Bryce’s Business Kit. I highly recommend it. It has some great ideas and the Wireless Settings and Troubleshooting check sheet doc so that you are able to edit it, in leaving with customers is brilliant. Well done Bryce.
If you determine that there are some viruses. Do you scan the fabsautobackup files before they are transferred to the new os install? Any particular antivirus or combination?
How long does it usually take you and what do you charge
Oh if this was just posted two hours earlier.
I did an OS reinstall on an XP laptop two hours before this was released. I used Fab’s Autobackup on UBC For Win as the laptop would not boot into windows, and had the client look over the backed up data to make sure it all copied over. Then copied some more folders at the clients request. But when it came time to copy back the data he was like “where are my pictures?” we both missed that the My Pictures folder was missing from the backup. He did a manual backup of a lot of stuff a few weeks ago and may have copies there. It just goes to show you that the full clone can be a life saver and save you much time, effort, and bad publicity.
I have a feeling that my UBC For Win has an out of date version of Fab’s Autobackup as the paid version worked flawlessly on previous jobs.
Oh and Jaime, the job took about 6 hours to complete. Most of that was windows updates. I’m going to look into that Offline update CD right now.
What about the applications that the PC’s manufacturer pre-installed, such as CD burners, DVD players, MS Works, Word Perfect suites, some games, etc? Do you have them on your slipstreamed CDs or via the AutoIT script?
This is why I’ll often use the recovery partition/CDs. (Yeah, I end up removing a bunch of bloatware, updating Windows, etc, but I’ve got that automated.)
Excellent article. One thing I do is if it is a new or problem client, if possible, is install and run BELARC while the client is there and have them sign the printout. No dispute of what was on the computer either in hardware or software when the machine was brought to me.
your offline update cd link to the article about it has a link to a dead site for the software
Good tools. Good article. The term format is a little misrepresented here though. A format is the process of creating a file system on a partition. Formatting doesn’t necessarily mean installing an OS at all let alone windows.
Speaking about ‘format’, one of the most time-consuming portions of the whole ‘reformat & fresh install scenario is the ‘format’.
I don’t do a ‘quick’ format so it takes quite a while, and on a 750Gb Raid 1 setup…
I also like to use HDDR (hard disk drive regenerator)to test the drive for bad sectors. If I find bad sectors I advise the client as such and suggest that the drive be replaced – soon than later.
Almost 100% of our work is referral and repeat business, so the client trusts in our judgment.
By the way, good article. I also clone all of the system hard drives that come in for repair, though I don’t use the same programs that you do (I usually use Ghost or Acronis) but I will check out your suggestions also.
For those doing this in their shop, IPCop with the advproxy and update-accelerator add-ons, will cache windows updates on the proxy. No need for a CD, and last I checked 100meg Ethernet is faster than optical media. :)
Even if you don’t want to use IPCop for your corp firewall, you can easily set it up just for update caching and make a kind of DMZ for client machines.
You should have a separate LAN for client machines anyway.
Bryce:
Good article. I especially appreciate your “belt and suspenders” approach. Tell ’em what you are going to do then fill out and sign “Backup Checklist”/work order/contract BEFORE starting work. Then making multiple different types of backup. Great advice!
http://www.wsusoffline.net/ – new site for Offline Update tool (found with a quick google)
Not to argue, just to start a discussion …
I used to use separate OS and APPs partitions but eventually decided that in windows the OS and APPS are so closely linked, via registry, that it isn’t really worth separating them. However, I still do create a separate DATA partition. I redirect all of the per user stuff like “My…” folders, including desktop to the data partition. That way you can wipe and reinstall the OS and apps with less risk of losing data. Having the desktop on the data partition gives me a clue to the apps they formerly had installed (via shortcuts) and saves data they saved to desktop.
Articles that describe folder redirect process:
http://www.howtogeek.com/howto/windows-vista/using-symlinks-in-windows-vista/
http://www.mydigitallife.info/2007/05/22/create-symbolic-links-hard-links-and-directory-junctions-in-vista-with-mklink/
http://schinagl.priv.at/nt/hardlinkshellext/hardlinkshellext.html
greg g: chill, the “…Reload…” portion of the title covers installing any OS, apps and data … ;)
Check here for the link:
http://download.wsusoffline.net/
Wow, now that’s really good info. One of the best backup roundup I’ve seen so far.
Thanks for the info!
Beyond Compare works great for ensuring all the files you told the computer to backup ARE backed up.
As for drivers, I am a huge fan of DriverForge and the accompanying DriverPacks.
And another trick for automating the installation of typical third party software is InstallPad configured to use installers on a local ‘server’ combined with Ketarin to keeps the installers updated.
Very nice article-I must look into a couple of tools mentioned, thanks!
I have other tricks that I use on occasion:
First, I’d rather spend three hours saving a machine than 3 hours doing a clean install. Though sometimes I wind up doing both :(
1. If there is space on the HDD & I have no reason to suspect that it may fail, I’ll boot with a Puppy Linux live disk. Then I rename (move) EVERYTHING to a new folder “Old WIN” I install Windows from a slipstream CD – BEING CAREFUL NOT TO FORMAT THE DRIVE! Then get the PC ready to go. Last, I scan for Malware & move the relevant data back. I delete data from the “OLD Win” folder that I know I’ll never need, like Win updates, many of the progs in “program files,” etc. Watch out for Quicken & Quickbooks which store data in program files!
This avoids a copy off and a copy back, saves a lot of time if there is a lot of data.
2. A hard drive costs nearly the same as 1/2 hour of labor. I may just start with a new hard drive and go through the clean install process and get the computer all set up. Then copy data off the old one (of course, malware scanning the data first). Again saves one copy process & you have an instant backup!
3. On some systems I may clone the HDD onto a new one, install the new drive into the PC and then run the vendors own factory restore program. Then malware scan and copy back relevant data. Again, instant backup!
Oh, and have you tried Ninite.com for installing many of the “helper” programs (reader, java, 7-zip…)?
Very Interesting Article, Bryce. For clone hd i use Acronis True image, what do you think?
Thanks for the info!
I like clonezilla, but Drive snapshot is a great simple tool for windows HD clones, and allows for individual file restores. It is much cheaper than the top names and has a full featured trial edition.
well done Bryce,
very nice work and good articale really helpfull. but still need to understand how do u install os by “slipstreamed OS CDs”? what is it and how can i get it. how to get generic os cd for xp vista and 7 , which can work with client’s oem product key?
Thanks Bryce. I always virus scan but I usually lean towards format and reload. If not for peace of mind, 9 times out of 10 the customer will thank me over and over for taking that route and tell me how much faster their computer is running. Lots of people collect useless trial software anyway.
I usually use Click-Free instead of Auto-fabs but I will check out Autofabs.
I like the disclaimer checklist. Great idea!
“If you determine that there are some viruses. Do you scan the fabsautobackup files before they are transferred to the new os install? Any particular antivirus or combination?”
Yes. I like Kaspersky.
“How long does it usually take you and what do you charge”
Probably about 3 hours depending on the amount of data the client has.
“What about the applications that the PC’s manufacturer pre-installed, such as CD burners, DVD players, MS Works, Word Perfect suites, some games, etc? Do you have them on your slipstreamed CDs or via the AutoIT script?”
I dont see brand name machines much. If I do I’ll probably use the recovery partition too.
“Oh, and have you tried Ninite.com for installing many of the “helper” programs (reader, java, 7-zip…)?”
Know of it but dont use it. You need to pay $20 per month to use it commercially which is way to expensive for what it is.
“still need to understand how do u install os by “slipstreamed OS CDs”? what is it and how can i get it. how to get generic os cd for xp vista and 7 , which can work with client’s oem product key?”
Look up “nlite” and “vlite”
Just so you know, Autopatcher DOES work and has been working perfect over a year. I just updated my FlashDrive with all updates. He still keeps up with it and there is support for all versions on Windows (including Vista and 7, x86 and x64)
Good writeup, I learned about new tools!
Turtle D
“trendless says:
And another trick for automating the installation of typical third party software is InstallPad configured to use installers on a local ’server’ combined with Ketarin to keeps the installers updated.”
Check out ninite.com. IMO this is by far the fastest easiest way to install the latest versions of many useful and popular 3rd party freeware apps.
Bryce great article. I couldn’t agree more with the multiple backups strategy.
I did notice no mention of the Windows XP File and Transfer Wizard or Windows Vista/7 Easy File Transfer backup tools.
Although not perfect, they do from a Windows files and setting standpoint bring over the “Old” look and fill of a client’s desktop settings in most cases.
Also how often, do you have a client look at the back-up sheet and have no clue where things were stored on their system?
Thanks for putting this together.
Thanks for the info, Bryce. You’ve pointed out the biggest problem with a “nuke and pave”; time.
I have not used Clonezilla, but I have a question.
You say in your article “I prefer to clone the hard drive as a whole rather than creating a single image file of the hard drive. I do this so I can easily pick out any individual files that weren’t transfered if I need to”. Are the files browseable straight off of the backup drive, or do the files go to an image that has to be be mounted in some other software?
Would it be better if I started a forum topic on this?
Same process for me, but i use acronis for image
“Also how often, do you have a client look at the back-up sheet and have no clue where things were stored on their system?”
Its not really their responsibility to know where its stored. All I need to know is the existence of it and Ill go find it.
“Are the files browseable straight off of the backup drive, or do the files go to an image that has to be be mounted in some other software?”
When I do a clone rather than an image, my backup harddrive is an exact copy of their hard drive. As in, I could put my hard drive in their system and boot off it.
Great article.
I’ve played around with Ninite and find it usefull but I don’t like the monthly payment appealing – some months I use it a lot and others I may not use it at all. I’d prefer a pay per use system. Anyone know of something similar?
Hi,
Just a note of caution (you might want to make a point of this) for your customers’ safety – a “format” is NOT the process of backing up files etc… a good technician will back up the client’s files before doing a format. ;) I have had many customers complain about the competition simply nuking their install and losing all of their data, which is simply not necessary – either they didn’t know how to use a LiveCD or they were too lazy.
What I am trying to get at is that if you define a format as a backup then erasure, they may go on vacation and have a problem. Then, seeing as they cannot get your help, they will ask a computer technician where they are located to do a format for them — here you have defined the terms to them as a backup then reinstall. The technician knows the technical term format means nuke and pave the hard disk, not necessarily backing it up. If he is smart, he will confirm first. If not, your client has just lost all of his data, and it is ultimately because you did not clarify your terms in detail.
Just a thought (and thanks for the great newsletter, I really enjoy it!),
Joshua Richards
Adirondack Computer Essentials
I use basically the same process with one big difference, I always install office BEFORE running the offline updater so that all the office updates get installed. I also use either my drive array or usb stick for the offline updater it’s much faster than optical media. Also, I just finished beta testing Fab’s Autobackup 4 Techs, it’s available now and well worth the money. Now I can pull the drive, hook it up to my bench machine, run my acronis image, then run Fab’s from my host machine and do the backup. Then I usually run Produkey to make sure I have their office and windows key backed up and away I go! I highly recommend the new Fab’s, he’s worked really hard on it and it’s a great improvement.
Very helpful article. I will use some of your helpful tips.. Thanks
Freaking awesome, post, Bryce! Thanks for sharing. Sorry I’m a little behind on my RSS feeds. As this demonstrates, yours is one not to be missed!
You’re amazing! Best regards!
(I prefer to clone the hard drive as a whole rather than creating a single image file of the hard drive.)were does it give you that option?
And unfortunately in the UK for doing all that, and in some instances I’ve done it with large backups it has taken 20 odd hours you will be VERY lucky to be able to charge £50. Customer phones up, you tell them it will require a strip down etc and quote the measly sum of £100 to do EVERYTHING, all in, including collection, delivery, AV etc etc etc and it’s too expensive for them, they can’t afford it. They of course will then tell you they can afford £300 – £400 to replace the machine (what about transferring all your data across…they don’t think of that and just bin and restart half the time, so their ‘precious’ photos are really just junk and a load of illegally downloaded music etc that they’ll replace for free).
So the bottom line is that people will spend money if they are getting a shiny new box but they will not give you any money for your skill and time.
Bottom line is that these days most folks have a PC but don’t really know why, don’t really use it for much that they couldn’t do with a smart phone and it’s just a replaceable item like a toaster.