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True Image Home 2011 freezing

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Hello,
I just installed Acronis True Image Home 2011 on my desktop pc running windows xp professional (sp3). I was able to update the program to the latest build with no problems.

I was then able to create the recovery disk but during the backup on the drive it froze at 14 minutes left and stayed that way for over an hour. I finally tried to close the program only to find out that my entire system was frozen and not even ctrl alt del would do anything. I restarted the pc - after having to shut down with the power on button and did some searching and found a post (http://forum.acronis.com/forum/16418) that suggested uninstalling the program with the help of the cleanup utility and then reinstalling the latest build.

Just to let you know, I did disable my antivirus program while installing the program - however I did not disable the firewall since I had to connect to the internet to get the updated build for the program.

While getting the download for the cleanup utility as suggested in the other post I thought that I would gather the acronis info in case it was needed. Yet again, while getting the information the entire system froze again - ctrl alt del does nothing and I cannot get the mouse to move either. So I again had to force a shutdown.

I have been able to download the cleanup utility but have not tried uninstalling the program and then reinstalling it again - don't want to make things any worse than they already are. I purchased this software because I have the True Image Home 2009 installed on another pc running Vista Home Premium and have never had an issue and really do like it. But this freezing is not something I have ever had to deal with.

Any suggestions would be so very much appreciated.

TIA

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Lisa,

I know you typed that you are using the latest build but what build is that as they can sometimes differ between various countries?

What type of mouse and keyboard do you use?

Do you have any card readers attached to the PC?

What video card do you have and are the drivers up to date? Video cards have been known to clash with TIH.

What other programs do you have that run in the background? For instance InCD or other disk burning/imaging program.

Hello,
When I installed the Acronis True Image Home 2011 it was build 5519 but updated to 6868. (I am located in the USA).

The keyboard is the usb keyboard that came with the pc when it was purchased and I am using a logitech m305 wireless mouse with the pc. I do still have the usb mouse that also came with the pc as well.

I do not have any card readers attached to the pc.

As for the video card it was the original one that came with the computer as well - which was an Nvidia Vanta/Vanta LT (other info I found on the card is Vanta 16 Asus Nvidia Riva TNT2 Vanta 16MB AGP Card.

I did make sure that all drivers are up to date.

As for programs running in the background the only things that run all the time are the Comodo firewall and AVG Anti-Virus. I do have an external hard drive connected to the pc via usb port for saving the backup on (which is connected and is where I have the program set to save the backup to). That is also how I save my backups made with Acronis True Image 2009 on my laptop pc and when creating those backups I have not had any issues and I do not need to disable the anti-virus or firewall (both are the same on both pc's) when doing those backups.

Since I originally posted my question I did install a new monitor and the driver for that monitor but there were issues with the monitor which has to be returned for replacement. So I did a system restore to completely remove the drivers for that monitor (however, the system restore point was for the point that I had made prior to installing the Acronis True Image 2011 on this pc so now the program is no longer on the system. Can I simply use my disk and reinstall it on the computer again or will there be a problem doing that since it has already been registered? Also when doing the install again is there anything that I should do to possibly avoid the freezing issue this time?

Thanks So Very Much

You can simply re-install 2011 on the PC again.

With your original problem, was that from within Windows or from the recovery CD?

The original problem with the program freezing was after installing the program and doing the updating. About an hour later I created the recovery disk and then tried to create a backup to my external hard drive which is when the freeze up occurred. So I guess the answer would be that it was from within Windows XP Professional that the freeze occurred.

When I install the program again, should I disable the anti-virus and firewall first? Just asking since I did not need to do that when I installed the True Image 2009 on the Vista Laptop and I also leave the Lavasoft Ad-Aware program running in the background on that pc with no problems (but with this pc being much older, having less ram and running Windows XP Professional I was wondering if perhaps that may in fact be a part of the problem with the program freezing up during the backup (although it did say that it was windows xp compatible).

I do have another question about true image 2011 vs 2009 and the options available but I will start a new post about that.

Thanks Again (and I will await to hear back before starting the install process again so that I know whether or not to disable the firewall and anti-virus during installation).

It is better to disable the security software before installation.

Okay, thanks for letting me know. I am going to reinstall it now and will disable the firewall and anti-virus programs during the installation process and for the update to the current version and then start both the firewall and anti-virus programs up again. Will let you know if I have the same issues this time.

Thanks!

Hello Again,

I did reinstall the program and updated it to the current version which is 6868 (live in the USA). I did stop the anti-virus and firewall programs from running during the installation and update. I again tried to create a backup of my computer today and yet again was freezing. It was at 3 minutes left (during the validation part of the backup) for 16 minutes before it finally started to work again. It now states the backup has successfully completed. At least this time - if left alone for awhile (which I had done before) it is finishing the process.

I do have one other question. How do I get the welcome screen to be larger so that I can read everything that it has to say. If I click to use the backup assistant the next screen that pops up states My Computer Select this time to back up the system partition containing Windows, documents and installed programs. This type of backup takes up significant disk space, but allows you to recover your computer in case of severe data damage or hardware failure.
The next paragraph starts out with Of course, you can back up your (then I cannot read the rest of it). I have tried clicking on the box and enlarging it but when I try to do so from any of the edges there is no arrow so that I can enlarge it to read everything that is there. I can move the box around on the screen but I can't get it any larger. I have even tried adjusting the display settings so that they are smaller in hopes of being able to read everything that does not help either. Is there some way to simply read the short descriptions that I am missing?

Thanks so Very Much

I guess this issue have got a new number it was 16418 earlier! Two member of that forum, Shaun and Chris have notice the same problem.
An Acronis employ'e, Yana, gave them tips of what to do, and Shaun checked that and find it didn't work. Now I like to know what another Acronis
employ'e, Anton's instruction, (he promise to send a private instructionmessage to Shaun and Chris), say's!
Were he able to help them? Is the issue resolved completely? I have some doubt reading Lisa's text above, is it OK after her actions?
Look forward to some of forum members or Acronis answer!
My PC is a build machine OS W7HP 64-bit SP1, CPU: Intel Core i5 750 2,67 GHz Lynnfield 45 nm Tech. RAM: 4,0 GB DuCh DDR3 665 MHz;
Motherb.: Gigabyte Techn Co, Ltd P55-UD3R (Socket 1156); Grafik: Acer AL 1714 1280x1024 NVIDIA GeForce 210; HD: 977GB Samsung
HD 103SJ ATA Device (IDE); Op. unit: Optiarc DVD RW AD-5240S ATA Decice; Sound: Realtek High Definition Audio.

I am using ATIH 2012 and I haven't been able to complete a backup of my hard drive since I purchased Acronis. The program continues to freeze with 3 minutes remaining and I can't get any support from Acronis because they say it has been past 30 days, if I had known that support starts from the time you register your program I would have waited. I tried running the program from within windows (XP) and from the bootable cd with the same results. YES! I have updated to the latest version and diabled virus software before attempting backup.

HELP!

James,

You should start a new topic on this forum since you are running 2012, instead of piggybacking on one about version 2011 created a year ago.

James,

Run chkdsk X: /R on each X: partition of the disk you are backing up. If you have the manufacturer's disk check utility, run it.