Build 6029 hangs Windows 7
Windows 7 Home Premium 32-bit
I just installed the new True Image 2010 Build 6053 and tried twice to do an incremental backup, based on a full backup from the previous version of 2010. Both times the result was that the system became completely unresponsive to any keyboard input or mouse clicks. The only way out was to cut power to the system.
This must be fixed ASAP.
Hello Donald,
Thank you for posting your question, I will be happy to help.
To resolve the issue, install a special driver update:
- Unpack it and install with Disabled logging:
- Reboot the computer to complete the changes.
The issue should be resolved.
Please let us know the results, we should be sure that the program runs flawless for you. If the provided information is not clear or if you have any other question do not hesitate to post them and we will be glad to answer.
Thank you.
I logged a support issue about 4 weeks ago and then requested a reply 10 days ago. They have not even bothered to reply and judging by these replies in this forum, I would not now trust my backups to Acronis (after having been a customer for 3 years) and am ditching the product and going to ask for my money back
So it seems that Acronis has not learn anything yet :(
I am really surprised as their products were so good - but their loss - they are going to lose lots of customers
I logged a support issue about 4 weeks ago and then requested a reply 10 days ago. They have not even bothered to reply
They'll reply the day after your "30 days free support" is over just to say that your free support is over. Pay up! ;)
Sad news - 2010 + Plus Pak worked fine on dual boot mac. Upgraded to Win 7 and now can't make backup - what's with this?
Sad news - 2010 + Plus Pak worked fine on dual boot mac. Upgraded to Win 7 and now can't make backup - what's with this?
Go to message # 253 and install the new SNAPAPI drivers if you haven't done this already. This fixed my problem and a lot of others who had the same problem.
Oleg:
I too need the special CD. My wireless mouse and keyboard are not recognized. How can I get a copy?
Regards,
Chuck Billow
Hello all,
Thank you for posting, I will be happy to help.
Rupert,
Could you please let me know the case number via Private Message, I will assign it to an Support Professional to resolve it for you.
Chuck,
I am sending the appropriate file to you via Private messages.
Please let us know the results, we should be sure that the program runs flawless for you.
Thank you.
I had exactly the same issue and installing the snap driver update fixed it for me. Thanks Oleg.
Hello Richard,
Thank you for the feedback.
I am really glad to hear that the issue has been resolved.
Thank you.
When are they going to get these problems fixed. It is really poor that they seem happy to put a build out there which is so ropey and then not act on immediately to fix
On 23/11/09 I sent the following query to Acronis Support:- "I am currently running ATI Home 11.0 on XP Pro, but I am in the process of purchasing a new computer using an Intel Core I7 950 CPU and running Windows7 Ultimate 64 bit OS. I did intend to purchase Acronis True Image 2010 for this machine but I have seen on the forums that build 6029 of ATI2010 is causing a lot of problems with Windows7. Can you assure me that the latest build (# 6053 I think) is fully compatible with Windows7 Ultimate 64 bit OS." Between then and now I discovered this forum topic and realised there were problems with build 6053, but I have decided to wait until a new build is available which will include the SnapAPI build 503 driver. **Private correspondence removed****
Is this a deliberate lie, a sick joke or just plain ignorance?
Hello Robert,
Our Development Team is working on a new build of Acronis True Image 2010 Home and of course there will be the latest build of SnapAPI drivers implemented.
As for now, you can download a separate installer for SnapAPI build 503 from Oleg's post and install it along with a build #6053.
Also, please note that according to the Forum Rules you are now allowed to post any private communication (e-mail, chat logs, private messages) without the express permission of all the parties involved into this communication
Thank you.
On 23/11/09 I sent the following query to Acronis Support:- "I am currently running ATI Home 11.0 on XP Pro, but I am in the process of purchasing a new computer using an Intel Core I7 950 CPU and running Windows7 Ultimate 64 bit OS. I did intend to purchase Acronis True Image 2010 for this machine but I have seen on the forums that build 6029 of ATI2010 is causing a lot of problems with Windows7. Can you assure me that the latest build (# 6053 I think) is fully compatible with Windows7 Ultimate 64 bit OS." Between then and now I discovered this forum topic and realised there were problems with build 6053, but I have decided to wait until a new build is available which will include the SnapAPI build 503 driver. **Private correspondence removed****
Is this a deliberate lie, a sick joke or just plain ignorance?
LOL, typical response from their "Support Professional" (which they have deleted). But to paraphrase it they told you "everything was fine." I have archived about 20 messages similar to that from when this all started about 2 months ago. Most of those responses kept repeating "Install the latest revision, 6053, and it will solve all your problems." Finally, after about 3 weeks and the first 60 or so messages in this thread, they finally acknowledged there even was a problem and "they were working on it."
How can I recover from getting the BSOD during system boot on win7 x64? Win7 system recovery says it cannot fix it and all I get is a quick flash of blue then the system recycles.
You got it Ed.
I was told that build 6053 has been extensively tested with all versions of Windows 7 and that I could confidently purchase TI 2010 and was assured it would work with Windows 7.
Not a mention of the SnapAPI 503 patch!!
You got it Ed.I was told that build 6053 has been extensively tested with all versions of Windows 7 and that I could confidently purchase TI 2010 and was assured it would work with Windows 7.
Not a mention of the SnapAPI 503 patch!!
Obviously the official blurb will say that. It's their job to sell the software.
You got it Ed.I was told that build 6053 has been extensively tested with all versions of Windows 7 and that I could confidently purchase TI 2010 and was assured it would work with Windows 7.
Not a mention of the SnapAPI 503 patch!!
Obviously the official blurb will say that. It's their job to sell the software.
This was no blurb, it came directly from their "Professional technical support team." If you saw the chain of messages between me and John Hancock or whatever his fake name was, from their "professional tech support" team you'd die laughing. Last week I finally had to tell him to stop emailing me (after over 2 months) because each response was more ridiculous then the previous one and it was just becoming annoying. Most every reply took 2,3 and 4 weeks after my reply to his last message and NEVER, even until now, was my question ever addressed by him. And that question had nothing to do with the crashing 6029 and 6053. That played itself out here.
Everyone complains about off-shore tech support people from India and the Phillipines but this group from Moscow makes those folks from India look like geniuses.
Hello all,
We sincerely apologize for the inconvenience you experienced because of non-professional actions of Acronis staff. We will do our best to prevent this situation from happening in future. Please send me the case numbers via Private Message, we will take care of every case separately.
By the way, Sam Hancock is not from Moscow Support Team.
Neal,
Have you tried Windows Recovery Environment? When you are troubleshooting startup issues by using the Windows RE, you should first try the Startup Repair option in the System Recovery Options dialog box. If the Startup Repair option does not resolve the issue, use the Bootrec.exe tool.
Please see this Microsoft KB article on how to do it.
Please let us know the results.
We are looking forward to hearing back from you.
Thank you.
Hi Oleg
Thanks for the suggestion, unfortunately after doing all of the recommended actions in the KB article, it still flashes the blue screen immediately after showing "Starting Windows". I suspect one of your drivers is killing it. Is there anything I can do to remove the driver? It dies in safe mode also.
Neal
Version 6029 is so broken under Windows 7. Don't even download it. Fortunately I retained a copy of the original 5055.
This company has the absolute WORST TECH SUPPORT I have ever experienced. I sent them an email about an issue last Monday and today, ONE WEEK LATER they replied with a response that didn't even have the slightest relationship to my question and on top of that said that I should download 6029 BECAUSE I HAVE WINDOWS 7.
Why do they even bother answering? They make themselves look like fools with "technical support" responses like that. While they seem to be in Massachusetts their support must come for Outer Slobovia. It's no wonder people say they pirate software because most of what they pay for is such crap and are tired of getting ripped off.
Thanks for nothing "Sam Hancock" ... great name, couldn't make a better one up myself.
i agree. Why cant they release a 64 bit version that works? i'e been with Ti since Day 1 I really would like 2 update 2 2010 from ti 11. but not until i know it works correctly this is pretty sad. only thing i can figure is the orgional programmers must have left. leaving not so decent programmmers or tech suck port.
Is there anything I can do with Disk Director to get beyond the flash of BSOD right after seeing the Starting Windows screen? I just cannot tolerate being out of business with this my major development machine. For some reason none of the system restore points will successfully restore now (they did work before I installed ATI 2010 as I had done a restore to an earlier point a week before I installed ATI).
I cannot calculate how much money I have lost due to this, please help!
Neal:
Is this a brand name machine or custom built one?
Do you have access to any type of WindowsPE boot disk?
I would be careful about using DD as how well it might do anything might depend on if your W7 install uses the old 64 byte sector offset or the new 2048 one.
If you get the Windows start screen before it all dies, then it would seem the first part of booting is working. Do you have a BSOD code come up, if so what is it?
Does Windows Repair (using the W7 Install DVD) start and then say it can't recover or just won't start?
Do you have an actual TI image of your system at all?
Hi Bodgy and thanks for showing life out there!
Its a custom machine, ASUS P6T V2 board. I am sure I can get BartsPE but not sure how it would help (any ideas for me there)? The blue screen flashes for less than a second, not even enough to know it has text, just blue, then the monitor shows the "lost signal" message so whatever it is causes a hardware reset big time. I can run Windows repair (both from the OS selection screen as well as the DVD and it says it cannot repair the drive. I have tried going back via system restore points but they are unsuccessful. I have followed the MS KB article and done the bootrec actions (fixboot, fixmbr, resetos, etc.)
I build and sell machines for a living and usually put ATI on them to protect my customers from shooting themselves in the foot but I have two machines (XP Pro x68 and Win7 x64) with the exact same issue after the exact same steps). I just reloaded the XP machine as it was a new install but I cannot afford to lose my development machine.
I am pretty sure it was the attempt at creating the ASZ that did this, I started the process to resize the drive (I have done this in ATI2009 a million times on many machines), it booted to do the resize, finished and restarted the machine and now I am hung.
I actually think the bootrec actions did help some as I was not getting a good screen of "Starting WIndows" before, it actually looked like the Vista start bars instead of Win 7.
Have been a user of Acronis for the last 4years plus and never had any trouble till now . Acronis 11 and also 2010 open then freeze, then bluescreen???
Tried your downloads as listed here..new build 6053 an the API.503 drvs.
Same thing Bluescreen!! I have spent 3days trying all sorts of combinations using earlier backups via rescue disk at bootup and had no luck what so ever..
Reading through some of these posts..Acronis has a real problem and why is this taking so long to fix!!..all other programs and the whole sys.work well ..no problems
My Spec.
MB..Gigabyte GA_X58A_UD7
CPU..i7 975
Ram..Kingston..12G
Video Cd..Gigabyte GeForce 8800
PSU..Thermaltake 750w
OS...Win7 Ultimate 64bit
I was able to turn off auto restart so I could see the stop code, its 7B, cannot see boot drive. So somehow in the process of trying to create the security zone it trashed the ability for the boot loader to see that partition.
Oddly enough, there is a "mini" installation of Win7 (I have no idea how it got there, is this something Win7 automagically does?) and I can boot into it. Then I can see the drive that I cannot boot into just fine so the partition isn't trashed.
Since I can boot into this second install of Win7, what can I do to fix the other "real"
installation?
You might be interested in this article.
http://support.microsoft.com/kb/927392
I have fixed an MBR of my machine using the Win7 CD and the BOOTSECT.EXE tool. You boot from the CD and open a command prompt. The tool is on the "Windows\Boot" folder.
BOOTSECT /NT60 C:
This rebuilds the boot sector of the C: drive (assuming you're using Windows 7). If you add "/mbr" at the end, it also rebuilds the master boot record.
Have been a user of Acronis for the last 4years plus and never had any trouble till now . Acronis 11 and also 2010 open then freeze, then bluescreen???
Tried your downloads as listed here..new build 6053 an the API.503 drvs.
Same thing Bluescreen!! I have spent 3days trying all sorts of combinations using earlier backups via rescue disk at bootup and had no luck what so ever..
Reading through some of these posts..Acronis has a real problem and why is this taking so long to fix!!..all other programs and the whole sys.work well ..no problems
My Spec.
MB..Gigabyte GA_X58A_UD7
CPU..i7 975
Ram..Kingston..12G
Video Cd..Gigabyte GeForce 8800
PSU..Thermaltake 750w
OS...Win7 Ultimate 64bit
Ron, try dropping back to build 5055 (see previous post in this thread for downloading). I had similar results with Win7 Ultimate x64 to what you encountered and dropped back to 5055. Since then TI has been running without issue. I even tested a full restore to a brand new drive and like magic it worked. I will stay with build 5055 until there is a known fix for Win7.
Oddly enough, there is a "mini" installation of Win7 (I have no idea how it got there, is this something Win7 automagically does?) and I can boot into it. Then I can see the drive that I cannot boot into just fine so the partition isn't trashed.Since I can boot into this second install of Win7, what can I do to fix the other "real"
installation?
If your W7 install was a 'clean' install onto a new or drive partitioned by W7, then W7 make a 100MB boot partition followed by the actual C:\ partition and will use the new 2048 sector offset. If the drive was partitioned by XP (even if it used to contain Vista) the 100MB boot partition will not exist and the sector offset will be 63.
As to the second part of your question try the solution pointed to by Marc Paulin
Thanks for your reply...tried 5055 could only get the German version .. loaded it ..still Bluescreened..Thanks anyway.. will give up for now and check in a few months time...have wasted enough time on this... BETA... program!!!
The download URL for english is https://www.acronis.com/my/download/?TrueImage2010.5055_s_en.exe once you get logged in.
FYI - I've tested on my clean install on my Lenovo W700 and it worked for me. Also I'm now running my SECOND restore on my desktop (also Win7 Ultimate x64). Something took a left turn on the system and I went to the right - it became VERY unstable. I'm not sure what I installed that created the problem but I at least have a way out via the restore. I'm going to setup a schedule to auto create a incremental backup at 0300 hours each day (plus I need to keep better notes of what I'm installing) thus I'll have finer recovery points, as it is now I had to roll back to Dec 28.
In another forum post at http://forum.acronis.com/forum/3026 I have the saga of my W700 issues which at this point I feel have been resolved.
I did the fix recommended by Marc and was able to boot back into Win7, complete a restore and remove ATI2010 from my computer. Now if I can get a refund I will never grace the doors of Acronis again!
Win 7 Ultimate x64 TI 2010 Build 6053 is no better and hangs the machine making it unresponsive.
Build 6053 hangs on windows 7 64 bit system. Just downloaded and installed build 6053 and it locks system up the first time I try to backup lto a USB drive. Problem repeats.
I has the same problem and followed Acronics posted fix:
http://kb.acronis.com/content/6529
Backup works like a charm.
Thanks, that solved the problem.
I was using TI 2009 on Win7 x64 Ultimate. It worked OK for basic backup/restore, but mounting of backups did not work, which bothered me.
So, today I upgraded to TI 2010 which officially supports Win7. The downloaded build was 6053.
Unfortunately, I'm not even able to make a backup. TI completely hangs the machine.
I downloaded SnapApi build 503 and installed it. When I tried to use TI again, it complained that older components were installed and asked me to reboot again. I did so, and tried to backup once more - and unfortunately, it hung again, as opposed to all the reports I see here of success with the patch.
I did a full uninstall of TI and reinstalled build 6053, which required me to enter both my TI 2009 and TI 2010 license keys. Again, I still couldn't backup.
I then installed SnapApi build 503 again.
After that, it *seems* TI 2010 is finally working.
It took about 3 hours to get it working. The 2009 -> 2010 upgrade is clearly broken, which is ridiculous.
And the latest build 6053 without the patch is still broken as well.
Before I installed the SnapApi build 503 I went to run, misconfig, startup and unchecked the 2 Acronis items from startup, did the reboot and installed the SnapApi 503. I did another reboot just to be on the safe side and everything worked OK. Somewhere back in this long thread if I remember right this is how it's suppose to be done. Glad you finally got it going.
Add my name to the list of people who found that Build 6029 locks up when trying to do a backup on Win 7 (Win 7 32-bit Ultimate). I did find that I could do the backup using the Linux boot disk.
As someone in a later post suggests, Build 5055 works fine but the Build 6053 fails just like 6029 does. I downloaded 5055 using the URL provided in a later post (Change the .de to .en in both places to get the English version).
Come on Acronis, its pretty obvious there is a problem and Build 6053 didn't fix it. Let's have a new build that does.
I think this SnapAPI 503 fix should be stickied and easilly findable for 2010 and Win7 users. hint-hint Sysops
A link in the updates page for your purchased applications would also do very well.
Wouldn't you think that after over THREE MONTHS since the first FAIL version they would have a fully fixed release ready? Something obviously is at play here they haven't yet figured out. The first release bad release was 6029 back in late October, then 6053 in November. What's even stranger is not posting the SnapAPI update patch on their website so when NEW people download the broken 6055 as a trial they wouldn't start off with a negative feeling about the product.
Have the same issue as most of people here, when windows becomes unresponsive, when trying to make a backup. I'm using Win 7 64-bit. Using the latest build of TI 6053. Read here that SnapAPI 503 fixes the issue for most of people here, so I installed it. When I tried to start TI I got a message saying that older component is installed and that I should restart the computer. After the restart I got an error message, when I was trying to run TI. Screenshot is attached. Did a multiple reinstalls, same issue persists. I guess there is nothing more to do than to wait for the next build and hope that they will finally fix the problem.
P.S. BTW, just got an error messege, when I was trying to attach a file using Opera browser. IE 8 works fine.
Even better yet is the LAST POST by ACRONIS in this thread was on December 29th last year. Considering this is their "support board" that pretty much show how much "support" they provide. Their support is actually worse then their product.
Of course, that’s a customer friendly support!
And all ‘new comer’ are running into this disaster – that’s ‘Enterprise by Acronis’.
Hello all,
Thank you for posting your questions, I will provide you with the clear explanations. Please accept our apologies for the delay with the response.
Our developers are working to create a new build. We want to include all possible fixes that have been determined. This requires some time. The exact date of the new build release is unknown.
To fix the errors "Can't initialize snapshot manager" and "older component is installed" you should remove all traces of the previous installations. The best way to do it is to use Acronis Cleanup Utility that was created especially for Acronis True Image Home 2010. The utility is compatible with Windows 7.
Oleg, just thought I'd mention that I have TI 2009 installed in Windows XP that runs as VM under the XP Mode in Win7. Could that be causing any issues?
Hello all,
Thank you for posting your questions, I will provide you with the clear explanations. Please accept our apologies for the delay with the response.
Our developers are working to create a new build. We want to include all possible fixes that have been determined. This requires some time. The exact date of the new build release is unknown.
To fix the errors "Can't initialize snapshot manager" and "older component is installed" you should remove all traces of the previous installations. The best way to do it is to use Acronis Cleanup Utility that was created especially for Acronis True Image Home 2010. The utility is compatible with Windows 7.
If the provided information is not clear or if you have any other question do not hesitate to post them and we will be glad to answer.Thank you.
Is there an estimate when the new version/update will be released? This would be helpful. Otherwise some may need to find another product to use. A clue would be very helpful.