Acronis Freezes when trying to use a USB back-up disk

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Kommentare: 2

I have just updated to the latest version of Acronis true image home edition ( a complete pain in itself, how easy
would a simple patch would have been)

regardless now i am unable to use my external usb hard drive as a backup device.
i have tried all the different back-up methods and the program just freezes and then requires a re-start.
this very usb device used to work fine.
i have read this 4k cluster size issue, so have formatted my drive in different cluster sizes all to no effect.
i have also plugged the usb device into the pc both pre and post power up, again no effect.

what is going on, why is this so difficult ?

your other posts never explain a solution....
i was recommended this product and after making the purchase have has to revert back to microsoft backup.
note back-ups to my other internal sata drives work ok.

Mo, 05/10/2010 - 11:17
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Beiträge: 24
Kommentare: 3268

Hello Brian!

Thank you for joining us on Forum and for your sincere feedback! We beleive that every customer that complaints is giving us an opportunity to make things right. And since we incorporate this feedback into our approach, we will be better able to meet clients needs and thereby be more successful in our venture.

I completely share your concern and will be glad to assist. Unfortunately due to the lack of information it is difficult to identify the exact cause of the issue, so this situation requires investugation. Could you please kindly try the following? 

  1. Replug USB drive to any other port to see whether it's making any difference
  2. Update SnapAPI drivers according to the instructions I'm sending you via PM

Should the issue persist, please gather the following diagnostic data:

  1. Acronis Info from the machine in question
  2. Dump file
  3. SnapAPI logs (according to the instructions sent via PM)

After that please kindly contact support directly with the information attached. Keep in mind that should there be any procrastination with the reply, you can always specify us the case number. We will do our best to speed up the process.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

Mo, 05/10/2010 - 19:24
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