New install on 2006 Dell Inspiron 9400 - Acronis locks up PC - now 6/10/10 and still going
I have TIH set to do the backups at shutdown in Win XP. The process kicks off just fine but after about 5 minutes or so it just locks the PC right up.
Any ideas on where to start? I'm using a 1T external laptop drive from Seagate to backup to.
Truly appreciate your help.
1. I just purchased and downloaded a two copy Acronis TIH 2010 and installed it on 5/8/10. I don't currently have access to this system. If you can find out what version was available on that date that would be great. Otherwise let me know and I'll have to contact my client or setup remote access.
2. This was an attempt at a system backup.
3. I've been using a program called Cobian Backup in the past to backup some files and folders. Your app is the first time attempted at a full system backup (with incremental at shutdown).
Hello SBMongoos,
Thank you very much for the clarification.
I may suggest you to do the following:
- Collect AcronisInfo output;
- Submit a support request (note that the software should be registered).
Please let me know if you ahve any questions.
Thank you.
It's Acronis TIH 2010 Build 7046. However, when running this utility it opens a cmd prompt and never finishes. Just starts then sits there. I have to kill the process after about 10 - 15 minutes.
In a second attempt it quickly generated the following error message: "the process cannot access the file because it is being used by another process". I took a screenshot of the error and what came up in the cmd box. See attachment. The errors continued in the cmd box so I took another screenshot. See the two images attached.
I've attached a third screenshot where the backup locks up. Hope this helps.
Chat support had me install the SnapAPI drivers but this did not help.
After recieving support via chat I was asked to remove the program, run a cleaning utility and then reinstall Acronis TIH 2010. However, the problem continues! I'm back to square one. I cannot run the report as I stated above as I get errors. See the image files listed above.
By the way your chat tech said, "You are welcome to re-enter the Live Chat session in case the issue persists or you have further questions; any available chat operator will be able to view the current session transcript and further assist you. Live Chat service is available 24/7. Have a nice day." I just tried to get chat support and it says it's closed! ????
Anything? Still waiting. This started back on 5/8/10.
OMG! What is taking so long? Anyone? Apparently I need to bail on Acronis? I've relied on Acronis in the past but no solutions, no response? I'm going to get hung out to dry here.
Hello SBMongoos,
We're really sorry for the difficulties you've experienced. We'll do our best to prevent such situations form happening in future.
Most likely, there were some temporary issue with the Live Chat service because it is available 24/7. I suggest you to try to contact us again via e-mail or Live Chat service once again.
Please accept our profound apologies for the inconvenience.
Thank you.
Two weeks is way long. I'm being told to wait another 48 hours from today. What's the process for a refund. I cannot waste this much time and expect my client to be okay with it.
Hello SBMongoos,
I sincerely regret that you had a bad experience, be sure that we have informed our Management team about this situation and will do our best to avoid it in future.
Unfortunately I couldn't find the license purchased and registered to your account (Acronis True Image Home 2009 was already refunded, and Acronis True Image Home 2010 has trial status), thus I cannot proceed with providing you with the refund. I would appreciate if you could either specify us the purchase information or give a chance to investigate the issue. I may assure you that our utmost concern now is to resolve the issue that you experience to your complete satisfaction, but we cannot do it immediately due to the lack of information, which would help us to identify the exact cause.
I have carefully checked our internal resources and cound't find any case submitted with the AcronisInfo output attached. And without it we cannot proceed with investigation due to the lack of diagnostic information. Could you please either specify us the case number or send one of Forum Moderators the requested information?
Let us know in case you have any questions or concerns - we will be glad to answer.
Thank you for cooperation and patience.
You're looking at my account and not my client. That is why. Let me know what you need and how to provide it privately instead of a public forum.
Hello SBMongoos,
Thank you for your comment!
We need either the product license or purchase order. You can privately send it me via PM. Please note that I will be able to process the refund only in case your customer purchased the software directly from our website. Should he obtain the license anywhere else we will need to contact Sales department.
Thank you once again for cooperation. I will be waiting for your message!
check your PM. Sent one earlier.
Hi SBMongoos!
Sure thing, it arrived while I was submitting previous comment, sorry for the inconvenience.
Thank you for the information attached! I have carefully reviewed the log you've sent, but nfortunately it's still not obvious why the machine is locking up and on what step. Should you decide to proceed with investigation, we will need to ask you to send us some additional information - it will help to localise the issue. I may assure you that my utmost concern now is to resolve the issue that you experience to your complete satisfaction, but still it's surely up to you to decide whether you would like to continue or obtain the refund.
If to summarize: your customer's performing the full backup of XP machine before system shutdown. Previously he was using another backup solution. We assume that the glitch occurred due to the quarrel between low-level drivers of backup programs. We would appreciate if you could kindly specify us:
- whether the data backup is running without any issues
- whether you have tried to change the target drive
- Windows System Information
- Event logs
- Our logs from the following folder: C:\Documents and Settings\All Users\Application data\Acronis
1 and 2 will help to loceloze the issue and logs may show us the process that's freezing the machine.
I'm quite positive that we can resolve this issue, still I will completely share your concern and will entirely understand your decision in case you prefer to proceed with the refund. I have the customer's e-mail address, and will immediately request the refund, just let me know the your decision.
Regardless of what you decide I must say that I really appreciate time you spent with us on this issue and your patience, and I sincerely regret that you faced this inconvenience. Be sure I have already notified the manager about this situation, and we will do our best to resolve it in future.
Thank you for understanding.
I need for Ahmed or Lev to contact me a.s.a.p. as I'm going to this client's office shortly to get this issue wrapped up. I've emailed them and asked them to contact me so we can get started at 9:30am MDT. Ahmed asked me to do this but I have not heard back from either one of them. It will be a little embarrassing to get to my client and not be on schedule after all of this.
Hello SBMongoos,
According to the comments to your case you've been already contacted by out Tier2 engineer.
Please let me know if you need any further assistance on our forums.
Thank you.
Okay...now it's 6/10/10 and not hearing anything for some time. Over a week or so. No responses if they info I sent is helpful or ???
What is going on people? I use the forum because I think it's worthwhile for people to consider what they are getting for their investment. Some form of communication when you send reports, etc., so you are in the loop.