Installed Acronis 2019, computer will no longer boot
I installed the Acronis 2019 upgrade yesterday on my Dell XPS 15 9560 with Windows 10 x64 os. The backup didn't start on schedule because it thought the external drive wasn't attached (it was). I manually started the backup after re-selecting the hard drive. The backup was set to turn the computer off when finished. I leave it running when I go to bed. This morning the computer was still on, and the emailed log showed "cancel shutdown". I created a trouble ticket with Acronis (which wouldn't let me attach the 17mb system report, saying it was too large), then I decided to reboot the computer. Well, it hasn't worked since - won't boot. I've tried all avenues of troubleshooting, and the Dell troubleshooter doesn't find anything to repair. I've used the Windows Media Creator tool, tried everything there (spent almost 2 hours on the phone with a Dell technician), including repairing the OS, none of these options worked.
Unfortunately I did not do the creation of a bootable system image, which I was prompted to do when I started Acronis last night. Had I realized that Acronis would make my system unusable, I would have done this.
So, the only option left is to reinstall Windows and wipe out my data. Yes, I have the backup from last night, but now I don't have confidence that it will work, and besides, I'll have to reinstall Acronis 2019 after reinstalling an earlier version - or would the earlier version recover from the Acronis 2019 version? I also have a backup from the night before done with the older Acronis, and I also have Carbonite backup in the cloud. So no shortage of backups, but if there's another alternative I'd like to know.
Anyone? And has anyone else had this problem?
Thanks for any help!!
Sorry to read of this issue after you installed ATI 2019 but in all honesty, I find it very hard to believe that installing and running ATI 2019 would cause this problem and prevent your computer from being able to boot.
The backup didn't start on schedule because it thought the external drive wasn't attached (it was). I manually started the backup after re-selecting the hard drive.
This sounds to me like there was a Windows Update involved here which can cause drive identifiers to change when a new Recovery partition is created as part of the update, and the remedy is to reselect the destination drive again.
If you have a backup of your working Windows OS created prior to the current boot problem, you should be able to recover your computer from this. If you have Acronis bootable Rescue Media created from the previous version of ATI then you should test whether you can boot this media and then be able to access both the internal OS drive and your backup drive.
If you do not have any Acronis Rescue Media, then you can download an ISO image of the Linux version of the media from your Acronis account download page - this would need to be burnt to a CD or DVD, else used to create a bootable USB stick using a utility like Rufus or ISOtoUSB.
You can also create the media on another computer which has ATI installed.
It looks like the only Acronis rescue discs I have are for the other laptops. The XPS 15 has no dvd drive, and although I have a Windows Recovery drive on USB for it, I don't seem to have an Acronis rescue usb. This is odd, because I normally do all the backup safety procedures possible. I'll try your suggestion of going to my acronis account to download the linux version of the media. Thank you.
btw, the not recognising that the drive is there happens once in a while, always has. I've never checked to see if it happened right after a Windows update, but I didn't do a Windows update yesterday.
I have a bootable USB which I created using Windows Media Creator - will the usb created using the Linux download be any different? The one from Windows Media Creator doesn't actually get me into my system.
ok, that was a silly question - sorry.
It looks like the only Acronis rescue discs I have are for the other laptops. The XPS 15 has no dvd drive, and although I have a Windows Recovery drive on USB for it, I don't seem to have an Acronis rescue usb.
If you have any Acronis Rescue Media then this can be used on any of your computers, though if this is on CD/DVD you would need either a plug-in DVD drive to boot from, or else create USB rescue media on another system with ATI installed.
I finally decided that I should just go ahead and do a reinstall of the operating system using a usb from the Windows media creator tool, because then I could reinstall Acronis and restore from it. However, I had more questions when the first screen of the reinstall came up, contacted Dell again and spoke with a 3rd, different technician. He had me change some settings that let the system restore work. I'm not sure how long it took, but this morning when I got up it indicated it had been successful. However, it still doesn't want to boot - has been trying for over 30 minutes.
Using an Acronis rescue disc may not work, because my laptop has only 1 USB. I have a docking station for the external hard drives, and I don't think this will be recognized when the laptop is booted from a USB.
I'll carry on talking to Dell, and in the meantime I'm very glad that I have a lot of the data that I work with on OneDrive, with the rest on Carbonite.
The Acronis Rescue Media should recognise your docking station with the external drives etc - I have used one to recover a tablet a while back with no issues.
If you do a clean install of Windows then restore your Acronis backup file, if this is a disk & partitions backup, it will wipe the disk before recovering that data from the backup.
I decided to download the Acronis 2016 and install it on the computer I'm now using, then I created a rescue disc from it. I realized I actually have 2 usb ports on the affected computer - the docking station was plugged in via usb. So I know I can access the backup - I went as far as making sure I could select the external hard drive.
Anyway, what you're saying is that there is no point in doing a Windows 10 reinstall before restoring from backup - I understand - thanks!
Well, a system restore finally worked for me, and then the next morning I had to do one again - fortunately it was successful. I've since then uninstalled and reinstalled my Carbonite cloud backup and changed some settings, and have uninstalled and reinstalled Acronis 2019. The system seems to have been stable since yesterday morning. With Acronis 2019 I did as prompted and created an Acronis survival kit before doing the backup. Again, Acronis did not shut down the computer last night when the backup completed. Here's the log:
2018-09-19T21:45:21:580-07:00 2364 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2018-09-19T21:45:21:580-07:00 2364 I00640002: Operation DK1 started manually.
2018-09-19T21:45:22:713-07:00 2364 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2018-09-19T21:45:22:730-07:00 2364 I013C0000: Operation: Backup
2018-09-19T21:45:22:730-07:00 2364 I0064000B: Priority changed to High.
2018-09-19T21:45:22:763-07:00 2364 I000B03F0: Create Backup Archive From: To file: "E:\DK1.tib" Compression: Normal Exclude: this part removed for privacy
2018-09-19T21:45:22:763-07:00 2364 I000101F8: Pending operation 173 started: 'Creating partition image'.
2018-09-19T21:45:24:563-07:00 4216 I00640000: Writing full version to file: DK1_full_b1_s1_v1.tib
2018-09-19T21:45:25:396-07:00 2364 I000101F8: Pending operation 173 started: 'Creating partition image'.
2018-09-19T22:07:36:271-07:00 2364 I000101F8: Pending operation 173 started: 'Creating partition image'.
2018-09-19T22:07:39:051-07:00 2364 I000101F8: Pending operation 173 started: 'Creating partition image'.
2018-09-19T22:08:53:190-07:00 2364 I000101F8: Pending operation 173 started: 'Creating partition image'.
2018-09-19T22:08:56:627-07:00 2364 I000101F8: Pending operation 173 started: 'Creating partition image'.
2018-09-19T22:08:56:689-07:00 2364 I00640000: The following backups have been successfully created: "E:\DK1_full_b1_s1_v1.tib"
2018-09-19T22:08:56:767-07:00 2364 I000B0402: Validate Backup Archive Location: "E:\DK1_full_b1_s1_v1.tib"
2018-09-19T22:08:56:799-07:00 2364 I000101F8: Pending operation 4 started: 'Validate Backup Archive'.
2018-09-19T22:27:58:853-07:00 2364 W00000000: Waiting for shutdown
: ⎂Cancel/Sh⎂utdown/
2018-09-19T22:27:58:900-07:00 2364 I013C0006: Operation has succeeded.
I do have a support ticket open for this with Acronis.
Cheers,
djk
Just doing a search on "cancel shutdown" in this forum, and I see I had this problem with Acronis 2016 as well, and that they said it was a known issue - which was obviously corrected eventually.
I found "no OS", black screen after Acronis True Image 2019 disk restore. I found that Acronis reformatted and deactivated the OS partition. After restore the partition was not activated and I had to use a manual C:\ prompt option to activate partition. Windows booted afterwards but I had no sound, and dead USB ports, and registered software packages came up as trial versions.
I'm quite sure that my problem, although it started after installing Acronis 2019, was because of a previous Windows update. Another Windows update was available once I got the computer working again, and I believe it fixed the previous update. You should probably start a new thread for your problem. There are very knowledgeable people who will help you.