Acronis Support
What is going on with Acronis's online support, both free and paid ?
I have been in contact with them since this time last year concerning an issue with the True Image Linux bootable media. Both the created version and the Linux ISO downloaded directly from Acronis.. I have previously posted in this forum about the issue.. An error is generated after the "Acronis Loader" in which the following menu will not load and am instructed to hit "Enter" to continue..
I was informed earlier this year that the problem had been found and that it would be fixed in the 2021 version and that previous versions would then be updated.. None of this has happened..
Despite my repeated attempts to make it clear that this is a problem specifically with the Linux media, both downloaded and created, support insists on requesting reports and etc from the installed version..
The issue is that the Linux media is not handling the two newest versions of AMD Graphics cards properly.. Despite the fact I have made clear which cards work normally, and which don't, I am getting nowhere.. It is like I am communicating with a robot and getting the same generic responses..
The latest is to use Acronis "Cleanup" to remove all previous Acronis installations and reinstall.. This is crazy due to the fact that the existing Acronis installation was on a clean Install of Windows 10 19041.572.. There was no Acronis there in the first place.. And the issue is happening with an ISO downloaded directly from Acronis..
I know this forum can not address this, but thought maybe your moderators might have contacts within Acronis that have more sense than the online support people with their "Teams" and "Back End People"


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Hi,
Thanks for the response.. True Image still creates the Linux media from within the program under the "Advanced" section which is quite hard to believe.. The problem is that it just creates the same ISO as the download.. If it is included with the program it should work properly..
The WinPe is quite limited.. It does not even provide a menu.. It does not allow for integrating Disk Director into the media.. It is basically garbage as compared to the Linux version.. I'm sure you know this.. I am just blowing off steam..
I do not think the problem is a driver.. The Acronis program works properly once you jump through the hoops to get to it.. The problem is with the menu that allows selecting True Image x86 or x64 and\or System Report and etc.. I think the problem is with the type of screen display that is being selected.. Disk Director displays a message that the "FxAcronisApp is unable to set the display mode to 640x480x4... Abort".. True Image gives a different message but I would imagine it is also using the same "Video Mode" for it's menu.. Although it is possible to edit the "Video Mode" used in the actual program, it does not appear to be possible with the menu display..
I have actually contacted the manager at Acronis Support several times and get the same responses.. I have not been able to find a way to contact someone "Higher Up"... The phone numbers provided either do not work or simply divert to voicemail which never calls back.. I ended up paying $20 for phone support in the hopes I could make better progress, but after a phone response that seemed to be going somewhere, I am back to the same old musical chairs.. Reinstalling True Image to diagnose a downloaded Linux ISO.. How dumb can someone be ?
I will make an attempt to do the Feedback and see how that goes..
I have tried, and occasionally use, your MVP tool which works far better than anything furnished by Acronis... My biggest issue with that is that when restoring an image it repeatedly "Analyzes" the drives and partitions which really slows things down..
I think my association with Acronis is about to come to an end.. If such a simple issue can not even be addressed, Acronis is going down the tubes.. I am to the point of hoping that happens on a very accelerated basis.. I have absolutely no use for most of the new features they are adding, and the ones I want to use don't work properly..
I should mention that if I put my older graphics card back in, the problem goes away... How nice..
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Steven, the Linux media created via the Advanced method of the rescue media builder is based on fixed files installed with the current ATI build version and do not allow for any customisation other than setting startup parameters. It will always be the same as the ISO download apart from being able to set startup parameters where the only benefit that I have found is being able to use the 'forcepae' parameter to allow the media to be used on much older PC's with non-PAE processors!
The MVP Custom PE version of the media used the exact same WinPE source .wim file as that created by the regular builder tool, the key difference being in the integration of other installed Acronis applications such as Disk Director, Universal Restore, Snap Deploy and Revive, plus other extras for file management, PDF viewer, web browser etc.
Any additional analysis by the media during recovery would be the same with any of the WinPE variations, and the best method of keeping this to a minimum is to only connect the one drive containing your backup image(s).
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Hi,
The installed versions of True Image and Disk Director allow the integration of each other in the Linux media, which is the feature I make the most use of.. Very similar to your MVP but with out so many extras..
I have used Acronis for my primary backup method for about nine years now, and until last fall have had no significant issues.. I use the bootable media to both image and recover drives.. The installed version clutters up my machine too badly to leave it installed..
I'm not sure that I have seen the repeated "Analyzing" in the Acronis WinPe version or not.. I will check this shortly..
I do appreciate your thoughts on this and putting up with my blowing off some steam.. I just received an email from Acronis Support and have yet to read the commentary as to why I am clean installing True Image to diagnose a downloaded Linux ISO..
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Hate to pile on, BUT Steven is right about support.
They are essentially worthless, almost unable to reach and offer little real help.
I used TI 2016 until just recently. I primarily used it to clone and do drive backups. What forced me over to 2021 was that it started throwing the error message "unable to lock drive" while attempting to clone.
I purchased 2021 and during install it crashed my desktop, then tech support really crashed it. I ended up letting Win Recovery restore the drive. I'm still in the process of recovering.
Next I tried to clone a drive on a laptop with WinPE Basic, it crashed that drive also.
I built a bootable Linux USB and it can clone drives, but not anything else. If I try to do a backup drive it errors out and anything I attempt causes the warning beep. The only thing I can do is power down the machine.
Contacting manager support worked once, but now they will not respond. I answered all their questions, gave them feedback on my progress and no replies.
Where is the "feedback" that has been mentioned?
Is there really any useful support at Acronis?
Thanks, Fred
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To: Steve Smith,
Does the MVP tool you are talking about allow me to create a bootable USB media so that I can clone or backup and recover on 5 different computers?
I do full drive backups on 5 different computers and I sometimes clone a new drive on a computer. The restore drive function would only be used on the computer it was backed up from. The clone likewise, only on the computer is was cloned from.
All systems are Win 10 Pro, latest updates, but all are different mother boards, drives, personal programs, etc.
Side questions:
- Can you address a message to an individual as in some forums like @steve?
- Does this forum have a spell corrector? I noticed it does check. :-)
Thanks, Fred
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Fred, my own MVP Custom PE rescue media gets used on multiple different PC's as the need arises, so yes, it can work across different computers.
There are various options when creating this MVP media and these will influence how 'agnostic' the media is when used on different PC's.
If you use the equivalent to the 'Simple' method of the Acronis media builder which builds the media from the Windows 10 Recovery Environment of the hosting computer, then this may be more limited if specific device drivers from that host machine are being used.
If you install the latest Windows 10 ADK & PE Kits and build the media from that source, then the media (in my experience) is compatible with a wider range of PC's, especially if you use the further MVP options to add in custom drivers for Intel RST & NVMe drives / using RAID plus any other specific drivers you know you need.
The rescue media when used has all the normal ATI options for Backup, Recovery and Clone operations, along with additional tools to prepare disks (Add new disk).
Private messages can be sent to specific users using the 'Send message' option shown under the user name / image in the left margin - these messages do not show in the forum and should only be used when absolutely necessary. Using @steve has no meaning other than just indicating the user you are addressing in the forum.
Note: I have difficulties in access private messages because the forum software gives me 504 Bad Gateway errors most times I try to open my Account pages! Acronis don't seem to be able to solve this issue!
There is no spell correction feature in the forum, this would be provided by the web browser being used.
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Thanks for the reply Steve.
I was using my laptop with a fresh install of W10 Pro, with nothing added and MS echo when I discovered no spell correction. But I am on my desktop with FireFox and spell correction still is not working. I would say it is a function of the forum instead. Acronis seems to have a hard time making anything work correctly.
I gave up on ATI 2021 and am downgrading to 2020 to see if it works. Nothing, but nothing worked correctly in 2021. I have wasted over 50 hours and had to rebuild two computers. Even the Linux installation could ONLY clone disks. It could not back up disks. The version I built stopped working at the select which disk to backup. The ISO download let me select both disks and then failed.
Tis a far cry from the 2016 version I used in Windows 7.
Thanks again, Fred
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Fred Yates wrote:Thanks for the reply Steve.
I was using my laptop with a fresh install of W10 Pro, with nothing added and MS echo when I discovered no spell correction. But I am on my desktop with FireFox and spell correction still is not working. I would say it is a function of the forum instead. Acronis seems to have a hard time making anything work correctly.
Hello Fred,
please try Ctrl + right mouse click the word
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Fred, after trying to get this to work for myself, you need to first add a dictionary to Firefox and have more than 1 line of text entered into the text entry box before spell check will work using the Ctrl+ right-mouse button for words shown with a dotted underline!
See webpage: How do I use the Firefox spell checker?
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