Build 6029 hangs Windows 7
For those of you who want it I've put the SnapAPI msi that I got before it was taken down on rapidshare @ http://rapidshare.com/files/315361677/SnapAPISetup.msi
only there until 28th Dec.
Hope this helps.
Graham
Hello all,
We are receiving feedback that the new SnapAPI drivers are resolving the issue, as was also confirmed here by Richard Broman. The links that are provided from Acronis are unique links for individual customers as it is not a full build or actual release. That is why you can not access the one posted in this thread.
Here is a but more in regard to the issue, although described in it's basic form.
I would like the updated drivers. Neither 6029 or 6053 work for me - I am having the same problems as everyone else. When do you anticipate the new build will be released?
Thanks for your help.
John Cox
Just wanted to relay my experiences regarding this issue. I also had the lock up problem with build 6029 and 6053; 5055 worked without problems. I contacted Acronis support late Friday (Eastern US time), 11/27 using their web based email support. On Tuesday 12/1, around 1pm, I received a email reply from Acronis support letting me know that their development team was looking into the issue. The same day, 12/1, at about 9pm, I received an email from a higher level tech who explained the problem and provided the links for both the 6053 build and the SnapAPI file that fixes the lock up. Due to my schedule, I didn't get to try this out until this evening but everything now works fine.
I've aways liked Acronis True Image; I started using it about 4 years ago and just upgraded to 2010 a couple of weeks ago after moving to Win7. This is the first time I had to contact their support and I must say I'm quite pleased.
Here was my experience with the latest (6053) version: (I look forward to seeing if the new snapAPI will fix my problem)...
The latest version of Acronis True Image 2010 (version 6053) also fails (hard system lock up).
Here are the results of 3 hours of testing.
Install approach:
1) uninstall version 6029 using the MS Windows 7 Control Panel -> Programs and Features -> uninstall Acronis True Image Home
2) I ran the MS windows cleanup utility and no acronis products showed up in the list, so no need to remove anything else
3) Rebooted, Installed version 6053, rebooted.
Testing: (from MS Windows 7 64 bit (Ultimate release candidate with all MS updates)
1) Started Acronis True Image Home
2) Selected "Backup" -> Disk and Partition Backup
3) Selected one NTFS partition from the disk to backup. The disk contains two NTFS partitions
4) Selected the output folder to be on a USB 2.0 attached external hard drive (I have performed backups to this before using Acronis True Image File Version 11.0.0.8027 from windows Vista Home Premium on the same computer)
5) I monitored all system activity right after clicking the button to proceed with the backup
6) System Activity information
a) Acronis TI indicated that it was initializing the backup.
b) Windows resource monitor showed that Acronis TI was indeed accessing the hard drives
c) After a minute to a few minutes, I saw all disk activity halt, CPU activity continued and I was able to continue to monitor system activity
d) Acronis TI became totally unresponsive, as did all other programs that were not in memory. I'm assuming that because the resource monitor was in memory, it continued to run just fine.
e) I was forced to perform a hard reboot
f) there were no apparent problems indicated by looking at system log files (event viewer for applications, system, security, etc)
More Testing:
1) After reboot, I disabled non-OS services (firewall, virus scanner, etc)
2) repeated the above testing
3) saw the exact same behavior, resulting in stopping of all hard disk activity and eventual system freeze
More Testing:
1) After reboot, I disabled same non-OS services
2) repeated above testing, but changed the output folder for the backup file to be on the other partition of the same hard disk being backed up
3) after the backup was started, the same behavior of all hard disk activity stopping and complete system freeze
Final testing:
1) After reboot, I disabled same non-OS services and Windows prefetch, readyboost, search and a number of other non-essential services
2) after initializing the backup to write to the external USB 2.0 attached storage, again the windows resource monitor indicated activity by Acronis TI, but this time indicated writing at 12MB/s to the external drive for longer than any of the previous cases.
3) I opened a windows explorer window and verified that data was being written to the *.tib backup file.
4) Acronis still said that it was initializing the backup (It always said this for every test case), but was writing to file
5) I opened a browser window to write this email and again all hard disk activity ceased and the system froze as before.
Observations:
1) Acronis True Image Home version 6053 is also unstable and will not complete an active backup
2) Any concurrent processes seem to force hard disk activity to cease when doing a backup.
3) Some memory-resident apps will continue to run (like the resource monitor), but I've had the task manager hang, so it probably tries to access the hard disk at some point and enters a wait state (which it will never return from).
4) The resource monitor shows Acronis TI activity right after the backup is started, and will show it writing to the destination drive/file.tib, but how long it takes before lockup is dependent on system activity.
5) Reviewing the Event Viewer->Windows Logs-> System events, it appears that some service either starts or stops very near the time of lock up.
a) services that appear in the log just before lockup for different test cases:
1) The Windows Modules Installer service entered the stopped state.
2) The Multimedia Class Scheduler service entered the stopped state
Ideas
1) The freezing could be due to process concurrency issues
2) The freezing could be due to a particular process, or any process that utilizes system resources.
a) I did not see any correlation of a particular process or event with the ceasing of disk activity and freezing of the system
I bought a new computer running Windows 7 64 bit over a month ago. Since then, backup has become an issue. First, I ran System Mechanic. Then, I went through several painful days trying to deactivate/install/activate several expensive, must have programs like Photoshop, Lightwave, Microsoft Office, Mathematica/City Navigator, etc. The process left me stunned by its difficulty and complexity. My thought was simple: I never want to go through this again. So, I tried to create a system image with Windows 7. It would not work. Searching the Internet I found that System Mechanic had deleted wbengine from my registry, and I could do no backups. No problem. I owned Acronis 2010 which had been installed on my old computer. I quickly downloaded a trial version figuring I could register it later. No such luck. It hung just as this forum states. I then spent a couple of weeks working with Iolo fixing the problem with System Mechanic. I now turn to Acronis and find this forum which is very discouraging. I only want ONE thing: a system image that I can depend on if my computer goes down. I care nothing about backup (I use GoodSync) or try and decide or scheduling. My problems are this: 1. I have never used Windows 7 image backup, and I have no idea if it will work. 2. I have to wait for Acronis to fix this problem, and even if they do, will I go through the deactivating/activating problem with True Image because it was installed and registered on another computer? I may try Ghost 15, but I don't want to spend any more money and I CERTAINLY don't want my computer to fatally crash installing new software until I am certain I have a usable system image.
Sorry, I pushed save twice
Temporarily as you don't require task schedules, you could try making images using the Rescue CD, as this uses Linux, there will be no Windows interaction causing problems.
You'll need to test the CD to make sure it can see your drives any way, so if you intend to make a one off image, it'd seem a good idea to try - then hopefully when the next build wish hopefully will solve the problem(s), you could try again from within the Windows environment.
Hello all,
Let me address some major requests here:
Jason, thank you very much for your assistance! Those tests could give us the initial platform to perform our own testing in the same environment. So let's do the following: please try SnapAPI update Robert sent to you, and check if it works. If it's not successful, we will request some more diagnostic information from your PC (especially - Acronis Information File) and after that I will take care about your case.
Orville, if I understand you correctly, you're experiencing the same hang during simple backup, right? You also stated that you just need some backup to protect your system from disaster. In this simple situation it's not necessary to wait for a fix to the issue we experience here.
Please try to perform the operations using Acronis Bootable Media. To create it please follow: Tools -> Create bootable rescue media. Then boot your machine from it and you will be able to use Acronis True Image without booting any OS.
Acronis Bootable Rescue Media is a standalone version of Acronis True Image Home, burned onto a CD and based on a Linux operating system. Most probably you will be able to complete your backup without any difficulties.
Anyway, please let me know whether you're able to perform this backup successfully, I would be glad to assist you further.
We are looking forward to hearing back from you at your earliest convenience.
Thank you.
Why not just post the SnapAPI drivers HERE or provide a link rather then making everyone have to waste MORE of their valuable time dealing with emails or chats or private messages? You've created enough inconvenience already with the ongoing software problems. If it's because you don't want to post them because they are beta that is ridiculous because you have software that doesn't work anyway in its current state.
Why not just post the SnapAPI drivers HERE or provide a link rather then making everyone have to waste MORE of their valuable time dealing with emails or chats or private messages?
Ditto!
Why not just post the SnapAPI drivers HERE or provide a link rather then making everyone have to waste MORE of their valuable time dealing with emails or chats or private messages? You've created enough inconvenience already with the ongoing software problems. If it's because you don't want to post them because they are beta that is ridiculous because you have software that doesn't work anyway in its current state.
On the other hand, how long does it take to incorporate it in the software and release an update?
Sorry, a simple stupid question @Robert Frost:
If Build 5055 of TIH 2010 works, but the Builds 6029 (with (another) SnapAPI registered in the upper filters) and 6053 (with SnapAPI registered in the lower filters) not, please tell us, where are the differences between the SnapAPIs? Or other, why is it not possible, to use the (external) 5055er SnapAPI with the Builds 6029 / 6053? In witch Filter mode the 5055er SnapAPI was registered?
Or: is it a bad idea, to reset SnapAPI programming to the 5055er version and restart the programming from this point?
Please understand our displeasure. Windows 7 versions are public longer than 6 month and no working version from the ‘Leader of Backup Security’ available until today.
Hello Joachim,
Per our investigation, the problem causing the system crashes appeared after recent updates Microsoft rolled out for their Vista and Windows 7 systems. To put it simply - those updates didn't work well with the SnapAPI drivers being in Upper Filters. The solution we found was to move the drivers to lower filters and this fixed this issue. Thus, any previous versions of SnapAPI (including that we have in the 5055 build) won't be compatible with that OS updates that introduced this conflict with the Upper Filters residence of the drivers. Keep in mind that this problem does not affect all the customers who have the Windows 7 and Windows Vista along with the updates installed; we are yet to figure out what sequence of action leads exactly to this problem but we could find the fix for it after this problem coincidentally popped up on one of our developers machines.
One more point, the software worked with Windows 7, then windows came out with an update that looks to have caused the issue. We did not catch up in time...
All,
I completely understand the displeasure/frustration with this issue, I truly do. That is why I am personally managing this thread. I consider it critical and in need of attention from all levels of groups and management at Acronis. I want to ensure we close out this issue and get everyone up and running successfully with our product. I understand that is not some large consolation, but I hope at the very least my commitment and sense of urgency on this issue is evident.
As mentioned in previous posts, we do not have this issue in our labs so the fix is not an "official" release, yet. I wanted to get it out to you as soon as possible, (cut the red tape, deliver a solution as fast as possible, prevent any further delays, etc) as we are not able to push the newest full release for this product to a reasonable date that will meet your satisfaction (This does take time actually). That is also why I have not posted an open link to the download, that and it doesn't exist yet. I have asked our developers to build an official release for these drivers that will be available in our KB and this thread. Hopefully we can get this out this week. First things first though, I needed to ensure the fix worked, and it has, with only one exception and we are investigating that now. We have tested this extensively so there is no risk, we just didn't have the downed environments to ensure the fix was a guarantee. I was clear about this in my posts, "If anyone is interested in Beta testing this build, please let me know in a private message." I apologize if I caused some misunderstanding. I did not want to post a link because it will have limitations and eventually expire. However, I will.
This link is good for 50 clicks and 1 week. I will monitor it's expiration and replace it with the official build when it is available for download.
http://download.acronis.com/sl/tducilxupzwgpunxpvdu/support/ticket/503/SnapAPISetup.msi
I apologize in advance for those that click on this and encounter it as expired. I will keep a close eye on it and replace it regularly, until the official build is out.
UPDATE: Download the SnapAPI drivers from this link http://download.acronis.com/support/SnapAPI.503_s_e.msi
Please send me a message if you have any issues with this. I want to resolve everyone's issue as quickly as possible.
Rob
Quick Update, i am getting and more positive feedback on the drivers.
Note: One of our forum members sent me a message saying that at first it did not work. The issue was that he had installed 6053 over 5055 then installed the drivers. He did a clean uninstall and fresh install of 6053 and it worked great.
Thank you,
Rob
Do the comments in #165 mean to say that 5055 should be failing the same way as the two newer builds?? All prior posts seem to say that 5055 works OK, and that is what I have. It has done image builds OK as far as I can tell, although I haven't tryed a restore.
Are my images at risk? Should I download and install the new "fixed" files?
I have not downloaded the newer build, waiting word on a fix, which seems to now be in sight!
I assume at some point SOON a download of the latest build will include these fixes -- RIGHT?
Hi Robert,
Build 5055 doesn't have the Driver configuration changes we rolled out in 6029, so that is why the issue is not appearing. You shouldn't be at risk, I haven't seen any issues restoring 5055 that relate to this in anyway. I do recommend you download the latest build after a clean uninstall and then install the drivers over the build.
The next release will have these drivers, the build date will not be established and communicated until shortly before we release it, for obvious reasons. At this point I do not have a commitment on the time frame. I will speak with the Developers and see if there is a time frame they are comfortable giving, but certainly nothing concrete.
Thanks,
Rob
Does this snapAPI fix also fix the non stop stopping problem or is it for something else only?
http://forum.acronis.com/forum/6303
http://forum.acronis.com/forum/4580
https://forum.acronis.com/forum/5941
.........
I do not think I have an Acronis Bootable disk for Acronis 2010. I have disks for Acronis 2009 and Acronis 10. I guess that shows I am a loyal customer. I downloaded the 2010 version and I always ran my recovery from the hard drive that loaded when I booted the computer. I have two computers. All versions of Acronis were on my old computer. When I got my new Digital Storm with Windows 7 64 bit, I gave my old computer to my wife. She has no technical skills. I decided to upgrade this machine to Windows 7 32 bit so both computers would be as close as possible since I have to do all of the trouble shooting. Of course, that wiped my machine clean of everything. I will probably wait for a stable version. I always trusted Acronis to save me if I installed a program that went wrong. Now, I can't trust Acronis. I only have one license for Acronis 2010 so I might install it back on my wife's machine. She has almost no software on her machine. Once again, I assume I can do that and not run into a licensing problem. In the meantime, I'd like to know if anyone has ever tried to reinstall the image using Windows 7. Also, I plan to check out Norton Ghost 15 to see if it is as good as some people say. I was a loyal Ghost customer until Backup and Restore ( I think that was the name) from Norton wiped out my new Velocity Micro machine 3 years ago. That incident drove me to Acronis. In the 3 years I have used it, I have reinstalled my system many times. It failed one time with Acronis 10, but over all I was reasonable happy with the results.
One thing bothers me. Acronis Home 2009 was working fine on my XP machine. I bought 2010 for only one reason. I knew I was upgrading to Windows 7 when it came out in November. I wanted to test it on my old machine so it would be ready to work the moment that I needed it. I had it in my budget to buy a second license as soon as the trial version on the new machine expired. Needless to say, I am a little disappointed.
@Robert Frost: Thank you, for the access to the actual SnapAPI to test.
But, when I remember correct, the 5055er Version works with the actually Windows 7 Releases fine?
Oriville if 2009 is working OK on your XP machine then leave it on that machine and put 2010 on your Windows 7 machine. There two separate licenses so keep 9 on the XP and 10 on windows 7. The fix for 2010 is on this page and it works.
Running Windows7 64-bit. I just uninstalled build 5055 with Revo uninstaller, installed 6053 and the snap update .... doing a backup now, it is working fine. Thanks.
Tim, this fix is only for Application/System hang-ups that occur during a backup on windows 7. Unfortunately it is not a fix for backup freeze itself.
I have just completed analyzing the issues on the forum with the Non Stop Backup feature and have reported them to development. We are cross referencing them against our support cases and will take action on fixing the priority stuff asap.
Rob
After 12 days of no response, I finally used the online chat and got my refund authorized. Since ATI 2010 wasn't running, I loaded the Ghost trial and it is working well. I actually like a few of their GUI ideas better. As soon as I see the money, I will purchase the full version from Norton. Too little, too late. It appears that this went out the door too soon and SnapAPI just wasn't ready for Windows 7.
Running Windows7 64-bit.
I also uninstalled build 5055, installed 6053 and the new SnapAPI drivers update but have the exact same crash at 80% completion.
I have two operating systems. Vista 64bit and Windows 7 64bit on two separate Hard Drives.
When I want to backup Vista I do it from Windows 7 and then use Vista to backup Windows 7.
Vista causes no problems but Windows 7 will not complete my Vista backup.
ATI 2010 One-Click works in Windows 7 for auto backups of Windows 7.
5055 was working for some time in Windows 7 and then problems started. Is it possible this happened after some Windows 7 security update???
Robert,
I am running a dell xps 9000 with Windows 7 Professional. When I run an Acronis 2010 backup it freezes my computer forcing me to do a hard reboot. Your thread indicates the solution is to install the new snap drivers. Can you send them to me
flavin.jim@gmail.com
James if you have no luck getting this file let me know.
The new update and SnapAPI did not work for me.
Did you use the 503 he referenced or the one in the link mentione in message 152 above? I used the one in message 152 and it did not work. I'm hoping the 503 he references will work. Really disappointed in Acronis. Always considered them the gold standard.
I just installed 6053.
After reboot, I can even open the program to create a boot CD.
I'm pretty unhappy.
Same here. I've lost two months of data because of my mistrials with this program, as well as two complete reinstalls of my OS, Windows 7 64bit. I haven't been able to do system images with any of the builds of 2010 (5055, 6029, or 6053) that were running under windows, but I have managed it with the bootable media. The previous versions I've used was TI 9 and 10, and I must say that I didn't have this sort of trouble.
Hello all,
Good news for everyone who experienced issues regarding Windows 7 hang with Acronis True Image Home 2010 build 6029 and 6053. We have finally released SnapAPI drivers which solved that issue, here is the link
http://download.acronis.com/support/SnapAPI.503_s_e.msi
Thanks for everybody who helped us to diagnose this issue and provided all requested information via PM.
Let me know if you need further assistance.
Thank You.
I have applied the SnapAPI with positive effects. I was able to do a live backup and browse the backup once it completed. I see a few usability issues to be ironed out, but core functionality is there.
The following may be off-topic:
Acronis has been quite helpful and responsive in communicating with me getting me up and running, but my time constraints for usability may have been more flexible than some of you. I'm not unfamiliar with Microsoft releasing a software update that breaks existing software. However, hopefully automated nightly, multi-OS regression testing on up-to-date OS's would alert of these issues in a timely manner (unless it's a hardware-software interaction only seen on particular platform/OS combinations).
I switched from Norton products a few years ago because their software started causing all kinds of very bad problems, for which I debugged/hunted down the nature of the problems (This is how I discovered how absurd their products were behaving on OS's that were well established). I now warn people very actively to never use Norton products (after I had been a loyal user for years - and yes, I tried their subsequent generation of products, giving them the benefit of the doubt).
I hope you guys don't "ban" Acronis just yet given this experience. Their providing much more interactive and effective support than Norton had for me. I suspect future releases of the software will incorporate lessons learned from this incident, promote active requirements/use-case mining from users (I suggest a specific forum where users could submit intelligent, well-thought out functionality that would add to the value/usability of the product - maybe it exists, I haven't looked), and result in a stronger product.
--Jason
Hello all,
Good news for everyone who experienced issues regarding Windows 7 hang with Acronis True Image Home 2010 build 6029 and 6053. We have finally released SnapAPI drivers which solved that issue, here is the link
http://download.acronis.com/support/SnapAPI.503_s_e.msi
Thanks for everybody who helped us to diagnose this issue and provided all requested information via PM.
Let me know if you need further assistance.
Thank You.
Thank you Dmitry. I am once again back in action with the latest version.
Hi,
here my very short test results of True Image Home, Build 6053 with the new, released, SnapAPI 503 (see post #182 from Dmitry).
My environment: Windows 7, Build 7600, Ultimate (German), 32-Bit, with all Updates, Hot fixes and so on; UAC = max.
TIH 2010, Build 6.053 German, Test-Version.
RAID-5 (based on Intels ICH8R).
Test-installation on a primary Test-Partition H: with Windows 7 pure (only one mouse driver (IPx86_1031_7.00.260.0) and Microsoft Anti-Virus (mssefullinstall-x86fre-de-de-vista-win7) was installed.
Using a NTFS-Test-Partion H:.
Installation:
Complete install of TIH 2010, Build 6053, (German) as Test-Version. Reboot.
Installing the released SnapAPI (“SnapAPI.503_s_e.msi”, download: see above); the ‘TrueImageMonitor’-process must stopped manually during SnapAPI-installation. Reboot.
Test 1 - Backup:
Start TIH 2010 as Version to test. Skip ‘One Click Backup’ and define a Backup-Task from the running Test-Partition H: as encrypted partition backup incl. Verify in 10 minutes; not as ‘Sector-by-Sector’ backup.
Close TIH. Start TIH again by clicking the desktop-icon – no response! With every click one additional ‘TrueImage.exe’-process starts only. But see below last paragraph under “Test 1 - Restore”. Therefore reboot before the backup tasks starts.
After Reboot the planned Backup-Task starts, the Log inside TIH seems to be ok. After closing TIH it is not possible to start TIH again (only additional ‘TrueImage.exe’-processes are seen in Task manager).
Test 1 - Restore:
Reboot the Test-Partition H:. Starting TIH, ‘Test’, Recovery last Backup from H: with ‘originally file settings’, ‘validate Backup-Archive’ and ‘check File system after Restore’ …
After first reboot ‘Acronis loader starts’ with some error messages like ‘no such device -1’ and so on, but the Recovery starts – with a ‘Sector-by-Sector’ restore. After finish …
New start of Test-Partition H:. No problems. TIH shows no Recovery Log entries and only 13 of 17 points from the Backup before; last entry: ‘Locking Partition H:’.
After closing TIH, now it is possible to start TIH again without reboot.
Test 2 - Backup:
The same procedure like in Test 1 - Backup, but now with opened TIH. After the edit Backup Task was finished, the Log shows 17 points; last Point ‘Action successfully’.
Test 2 - Restore:
Starting a new Recovery session directly from TIH without reboot before. Recovery options now: ‘validate Backup-Archive’ and ‘check File system after restore’, only. The ‘Acronis loader’ starts with the same error messages like in ‘Test 1 – Restore’. And the Restore is a ‘Sector-by-Sector’ restore again!?
In result the Test-Partition H: start without any problems. The TIH-Log now shows again only 13 entries (last entry: ‘Locking Partition H:.’); the entries 14 until 17 are lost and no entries from Recovery.
Closing and restarting of TIH is possible without reboot.
Thank you Dmitry and all your staff for your effort and success. Things are back to normal.
AcronisTrueImage and PowerDesk are my two must have programs for sane computing.
To Robert, Dmitry, Alexander, and Acronis Support:
I too had the freeze problem with Build 6029 and Windows 7 Ult 64 Bit. I have been an Acrionis TI user for several years now and have relied on this software for many years now to recover from many disasters. While I have not posted in this forum until now, I have been monitoring the situation as I recently purchased TI 2010. I was using the previous version 2009. I can say that the new SnapAPI Drivers solved my freeze issue too.
I think everyone in this forum is greatful for the very interactive support displayed by Acronis concerning this issue. While everyone was frustrated, Acronis handled the issue with great urgency. As a customer, that is all anyone can expect, as compatibility between software products is never 100% assured due to Software companies always updating their products.
I can tell everyone in this forum that Acronis support is excellent when compared to other software vendors who do not even monitor their forums. Everyone here should consider that when purchasing software.
While most forum users tend only to post their issues, the purpose of my post is to say THANKS for your support. Never let your future growth and pressure to please Shareholders steer you away from your customers, as I have seen with some of your competitors like Symantec (makers of the Norton product line).
I stopped using their products years ago for many reasons including lack of good SUPPORT. Symantec was good several years earlier but have since declined with their growth and diversity into many product lines. Dell is another tragic example of a typical company life cycle that is hard to avoid (growing and pleasing one's shareholders at the expense of one's customers). Dell use to be a GREAT company back in 1997 before anyone knew who they were. I NO longer buy any of Dell's and Symantec's products, and they have both lost many 1000's of dollars of my business over the past several years.
PLEASE try not to do that, although the odds are against you.
Thanks Again, HATS OFF To Acronis.
A Long Time Acronis Customer,
Jim
So you feel that OVER TWO WEEKS without one single word acknowledging this issue is "very interactive support?"
You said "Acronis handled the issue with great urgency."
With no disrespect intended: Where have you been hiding through all this? You must have purchased / tried the product very recently.
A lot of people came into this late because they may have just recently upgraded to 2010 but those of us who had no backups, non-working software, USELESS tech support and absolutely ZERO acknowledgement of the problem for 3+ weeks don't share your glowing opinion of the way it has been handled. Look back through the message thread and see when the issue was first posted. It was NOVEMBER 3rd. That is ONE MONTH (and 188 messages).
To Robert, Dmitry, Alexander, and Acronis Support:I too had the freeze problem with Build 6029 and Windows 7 Ult 64 Bit. I have been an Acrionis TI user for several years now and have relied on this software for many years now to recover from many disasters. While I have not posted in this forum until now, I have been monitoring the situation as I recently purchased TI 2010. I was using the previous version 2009. I can say that the new SnapAPI Drivers solved my freeze issue too.
I think everyone in this forum is greatful for the very interactive support displayed by Acronis concerning this issue. While everyone was frustrated, Acronis handled the issue with great urgency. As a customer, that is all anyone can expect, as compatibility between software products is never 100% assured due to Software companies always updating their products.
I can tell everyone in this forum that Acronis support is excellent when compared to other software vendors who do not even monitor their forums. Everyone here should consider that when purchasing software.
While most forum users tend only to post their issues, the purpose of my post is to say THANKS for your support. Never let your future growth and pressure to please Shareholders streer you away from your customers, as I have seen with some of your competitors like Symantec (makers of the Norton product line).
I stopped using their products years ago for many reasons including lack of good SUPPORT. Symantec was good several years earlier but have since declined with their growth and diversity into many product lines. Dell is another tragic example of a typical company life cycle that is hard to avoid (growing and pleasing one's shareholders at the expense of one's customers). Dell use to be a GREAT company back in 1997 before anyone knew who they were. I NO longer buy any of Dell's and Symantec's products, and they have both lost many 1000's of dollars of my business over the past several years.
PLEASE try not to do that, although the odds are against you.
Thanks Again, HATS OFF To Acronis.
A Long Time Acronis Customer,
Jim
I am in the camp with Ed. I had a working product, upgraded, and the system froze. As far as I can tell, SnapAPI, the main Acronis component was never fully tested with windows 7. Considering the Beta has been out for a year and the RTM since August, I am not as understanding. I never did get a response for my service tickets submitted through email. I finally had to go the chat route to get my refund. This forum was igonored until Mr. Frost noticed all the complaints and Dmitry has a tendency to respond to customers with sarcasm and lecturing.
You all miss an essential point. We are NOT beta testers of a released product. This was not a bug, the software crashed the system and forced a hard shutdown. The problem was not some strange combination of hardware or software, it was basic functionality of the main API.
I am less forgiving of both the quality of the software and the support response. I am still waiting for my compensation that Dmitry promised-the latest release with more bugs.
I don't understand.
You have made it more than clear on numerous occasions that you think this is a poor quality, unreliable product with bad support. So why would you WANT a new "release with more bugs" for a piece of software that you are supposed to rely on in an emergency. Why put yourself through that stress especially since you no longer trust the company and think it is only beta testing its products on you. Why not find one of the many alternatives that do what you consider to be a better job and switch to that product instead of giving yourself more grief. Have you seen anything that would lead you to believe the next release will be substantially better and resolve all your issues with the software and the company?
I have never had a major problem with Acronis True Image and I have always considered it one of my most important and dependable programs. However, If I felt the way you do about this product I would have left and found another a long time ago.
I don't understand.
Michael, I am terribly sorry for the poor experience and frustration. But it is important to understand that the issue is related to a post 2010 release, change in Win7. The product was built tested and launched without this issue. I am not saying we are not responsible for it. Of course we are, but the issue is related to a significant change in Win7 after we built ATIH2010. The issue was our ability to catch up and make the necessary changes. Part of the problem is our volume in support due to the growth and success of ATIH2010 and the Backup and Recovery 10 family of products. We had problems getting to the issues in time because we were in a backlog of work. Good news, we have a new class joining on Monday so we will be adding some of our more senior tech people to the forum team.
General statement:
If anyone is aware of a major issue (multiple people affected, system down - no backup capabilities) in the forum, that needs immediate attention, regarding the product, please notify me in PM (including thread link). I am currently partnering with Development driving many quality initiatives based of the feedback here (Win 7/Snap API, Non stop Backup issues, etc.). It will take sometime for us to get through all the open posts with our current resources and I don't want to wait until we are caught up. We are EXTREMELY focused on driving improvements in what is generally very stable and successful line of products. We understand that due to the nature of our industry/products, (Data protection) every issue that prevents the core functionality is critical and me saying our products are stable, is no consolation to those affected. Your feedback and participation is most welcome.
Thank you,
Rob Frost
Hello all,
Good news for everyone who experienced issues regarding Windows 7 hang with Acronis True Image Home 2010 build 6029 and 6053. We have finally released SnapAPI drivers which solved that issue, here is the link
http://download.acronis.com/support/SnapAPI.503_s_e.msi
Thanks for everybody who helped us to diagnose this issue and provided all requested information via PM.
Let me know if you need further assistance.
Thank You.
Question - I am running build 5055 on Vista Ultimate 64 bit. I have been having freezes/lockups sometimes when backing up to my external hard drive. Usually about 2/3rd or so of the way through the backup. Have to power off the pc and reboot.
I have downloaded build 6053 but not installed yet.
Could the above issue be related on Vista 64 bit as well? If so I will install build 6055 and the update provided. I am going to be doing a new system build in about a week and installing Win 7 64 bit, so this certainly is good to know.
Hello Ed and Others:
I actually came into this around Nov 15. When I saw the problem, I went back to TI 2009 which worked fine in Win 7 Ult 64 Bit, until the problems could be resolved by Acronis. I understand what you are saying, and Robert has elaborated on what caused the problem above. I understand it took weeks, but at least Acronis recognizes their weaknesses and will try to fix them. New Microsoft Operating System Releases always cause many Hardware and Software problems initially, and can take months to resolve. Overall the MOVE to Windows 7 64 Bit has been relatively pain free for me when compared to the move from Windows 98 to Windows XP a decade ago. Does anybody here remember that frustrating move? NOW THAT was a Disaster characterized with many Driver and Software issues which took a LONG time to get straightened out. Compared to that move , I will cut Acronis some slack here.
As I stated, MANY software vendors do not even monitor their forums,
and try to provide generic fixes to issues with their software like "Uninstall and Reinstall the software." The E-Mails back and forth can take MANY Months and NEVER provide a fix. I have gone through this Song and Dance Routine many times over the past 10 years. Most of the time I just give up and Return and/ or STOP using the software.
Acronis certainly shares some blame here, but if you believe Robert, the issue was NOT their fault, and they admit their response was Slow, and state how they will correct this in the future.
In my book, that is better than the MAJORITY of software vendors out there. I guess I am also going by my OVERALL General Experience with Acronis and their software over the last several years. I have been pleased with their products overall for many years now. NO ONE is perfect, but in my experience, Acronis compares very favorably to other software makers when you look at the Overall Picture.
As I have stated, it will be interesting to see whether they can avoid the decline exhibited by Symantec, Dell, McAfee, and many others, as they grow into monsterous BLOATED behemouths. They are behind the 8-ball in that respect. In the Tech Industry, things can change quickly, and Rising and Established Stars can Fall in a short time. One always has to be prepared to change and move on from past practices and products used. Remember AOL?
Finally, while I have not used every feature set of the New TI 2010 software yet, I have run and scheduled many backups. Everything now works fine. TI 2010 seems to load and even run faster on my Windows 7 64 Bit system. TI 2009 did not run as fast when I was using Windows XP, and took some time to load. However, it still was a great backup program. The interface of TI 2010 is much better than TI 2009 too, in my opinion.
Overall, I am very pleased with my upgrade to TI 2010 so far. Very Nice piece of software.
Good luck to you and others on this forum either way.
Jim
Yeah, it seems that MS made several last minute changes to Win7 during the last few weeks before its release, particularly after their marketing department got a hold of it. There ain't nothing like stupidly creating temporary 64-bit installation files on the user's hard disk which Win7's 32-bit installer couldn't launch on reboot.
I don't understand.You have made it more than clear on numerous occasions that you think this is a poor quality, unreliable product with bad support. So why would you WANT a new "release with more bugs" for a piece of software that you are supposed to rely on in an emergency. Why put yourself through that stress especially since you no longer trust the company and think it is only beta testing its products on you. Why not find one of the many alternatives that do what you consider to be a better job and switch to that product instead of giving yourself more grief. Have you seen anything that would lead you to believe the next release will be substantially better and resolve all your issues with the software and the company?
I have never had a major problem with Acronis True Image and I have always considered it one of my most important and dependable programs. However, If I felt the way you do about this product I would have left and found another a long time ago.
I don't understand.
Why not find one of the many alternatives that do what you consider to be a better job and switch to that product instead of giving yourself more grief. Have you seen anything that would lead you to believe the next release will be substantially better and resolve all your issues with the software and the company?I have never had a major problem with Acronis True Image and I have always considered it one of my most important and dependable programs. However, If I felt the way you do about this product I would have left and found another a long time ago.
I don't understand.
That's what I did. I purchased Norton Ghost and it is working (almost) flawlessly. The problem I am having with Ghost is strictly "cosmetic."
That being said, the reason I am still b1tching here is that Acronis refused to refund me because I was about 10 days out of my 30 day "money back guarantee" (so much for being an early adopter and a "dedicated" customer as you are) and the only reason I waited that long because I ASSumed this issue would have AT LEAST a temporary "band-aid" fix from the start, but since it took Acronis WELL PAST my money back period to even ACKNOWLEDGE the problem they didn't have the common courtesy to extend that period because they saw how annoyed I was. Every email "support" ticket I had was answered with the same robotic response by some offshore guy named John Hancock (trying to sound American) who could only reply with "PLEASE UPGRADE TO THE LATEST RELEASE" over and over and over without EVERY answering the question I asked him.
From what I understand (I may be wrong but I have read it elsewhere) is that this company's support and development is located in Moscow with only a sales office in the US (note the times of the responses from Acronis). So until I see my money refunded on my next bill either from the dispute I registered with American Express or from Acronis/Cleverbridge I still am a paying user of this software PLUS I also still own the previous three versions which I have paid for as well. PLUS they continue to sell the software in it's KNOWN defective condition on their website without any mention of "possible issues."
I am happy to hear you are perfectly satisfied with the way they have handled this but there are obviously many others who are not.
Yeah, it seems that MS made several last minute changes to Win7 during the last few weeks before its release, particularly after their marketing department got a hold of it. There ain't nothing like stupidly creating temporary 64-bit installation files on the user's hard disk which Win7's 32-bit installer couldn't launch on reboot.
Win 7 was in production (disks pressed) MONTHS before it's actual release to the stores. Somehow this sounds like "blame Microsoft for everything" or simply internet rumor.
Ed:
If you are still not happy with your purchase.
Try calling AE to see if they have Return Protection and/or Warranty Extension Protection for your card. Mine has a 60 Day Return Protection Guarantee up to $300 or so and doubles the warranty of the product if it fails. They will credit your account after you file the claim. Most credit cards have one or both of these, especially AE Cards. Better than using Dispute.
Acronis will no longer sell the defective build when they come out with the New build. That is not out yet. Remember, they provided the new SnapAPI drivers by themselves to correct the Freeze issue because of the Forum posts. The drivers will be incorporated into the next build which will then be posted and sold online when it is ready.
Good Luck with Norton/Symantec and their products. Acronis will look like a bunch of Quakers compared to Symantec's long tainted history. I was a long time Symantec user many years ago. Never again. Sloppy Goat below is only touching on the tip of the iceberg when it comes to the LONG HISTORY of problems with Symantec and their products. Power Users and Computer Pros generally STAY AWAY from Symantec for good reason.
Jim
That's what I did. I purchased Norton Ghost and it is working (almost) flawlessly. The problem I am having with Ghost is strictly "cosmetic."
Oh god! Ghost?! Anything Norton/Symantec absolutely sucks, IMO. Once it's installed, your system is never clean again, unless you want to sit through hours (more like days or weeks, actually) of registry editing, searching for every entry. You are now running a Norton system. I've harbored a not so quiet hatred for their products every since CrashGuard made my system crash back in like the 98 days. LMAO!!! Yeah, I know they make uninstall utlities for their failed uninstalls, which is pretty much every time. LOL
No offense, and this is not meant to be a troll type remark. Sorry if it comes across that way. I just have a passionate hatred for anything Symantec or Norton.
That's what I did. I purchased Norton Ghost and it is working (almost) flawlessly. The problem I am having with Ghost is strictly "cosmetic."Oh god! Ghost?! Anything Norton/Symantec absolutely sucks, IMO. Once it's installed, your system is never clean again, unless you want to sit through hours (more like days or weeks, actually) of registry editing, searching for every entry. You are now running a Norton system. I've harbored a not so quiet hatred for their products every since CrashGuard made my system crash back in like the 98 days. LMAO!!! Yeah, I know they make uninstall utlities for their failed uninstalls, which is pretty much every time. LOL
No offense, and this is not meant to be a troll type remark. Sorry if it comes across that way. I just have a passionate hatred for anything Symantec or Norton.
Ah yes...........Good 'ol CrashGuard. Among many debacles with this company. Forgive Ed...he knows Not what he do.
That's what I did. I purchased Norton Ghost and it is working (almost) flawlessly. The problem I am having with Ghost is strictly "cosmetic."Oh god! Ghost?! Anything Norton/Symantec absolutely sucks, IMO. Once it's installed, your system is never clean again, unless you want to sit through hours (more like days or weeks, actually) of registry editing, searching for every entry. You are now running a Norton system. I've harbored a not so quiet hatred for their products every since CrashGuard made my system crash back in like the 98 days. LMAO!!! Yeah, I know they make uninstall utlities for their failed uninstalls, which is pretty much every time. LOL
No offense, and this is not meant to be a troll type remark. Sorry if it comes across that way. I just have a passionate hatred for anything Symantec or Norton.
I guess you mock Microsoft users as well. I'm well aware of their old rep. I've been in the biz since 1979. Guess you haven't checked them out in the last 2 years. Their A/V & Firewall software has now become top rated and is totally and completely 180 degress from what it used to be. I've been using Ghost since it was freeware without problem. Over the last 3 years I've used Acronis as well. Acronis has had it's own share of issues (ever read the previous Wilders "official" support forum previous to their move to this horrid Forum software?). You can't compare the 2 companies although you MIGHT expect Acronis, due to their smaller size to be more user friendly and be in closer touch with their customers). Comparing Symantec to Acronis is like comparing Microsoft to 2 kids writing games out of their basement.
Mock me as you may, but software companies sometimes DO learn from their customer base, and Symantec did, at least as far as their A/V and FW software goes. As for Ghost, it's always worked fine for me as has TrueImage (depsite all the complains on Wilders) until this release.
Ah yes...........Good 'ol CrashGuard. Among many debacles with this company. Forgive Ed...he knows Not what he do.