software shows backing up but not moving data. Clicked Stop many times and won't stop to allow new backup.
Data backup seems to be hung up. It has stop window open and shows data moving but it is not storing to local hard disc.
It has been working find for last year and I have it set for max of 3 downloads. I have closed the program 4 times and shut down the computer and re-booted but everytime I recall the program it shows the same state and won't let me stop the backup or move to set-up a new one. Will the 2017 version correct this? If I download the 2017 version does it overwrite the 2015 version or delete that version and install a new version?
Thanks for the info but I am not a tech expert. Where do I find the MVP Log viewer? I do my backups to a local external hard drive. I contains 2 full backups. The last is dated 2/28/17. On my last backup request the software did not do a backup at all. Am I better off downloading the 2017 software (which I would buy) and can it still work with the previous two backups? I am concerned if I download the 2017 version I may still have a problem with doing a backup. Will that download clean out everything from the 2015 version?
Gary, the MVP Log Viewer can be found via the link in my signature but added in this line anyway.
If you did upgrade to 2017 then this should still work with your current backup task and backup files but without knowing why the current backup has stopped working, I cannot guarantee that using 2017 will run without problem as the cause of the problem may be outside of the Acronis software.
When you upgrade to 2017, it will completely replace all the files from the 2015 version by overwriting these.
Wow this is way too complicated for me. I checked the chkdsk on my external Hard disk and everything looks fine. It currently contains 2 full backups. If I just uninstalled 2015 true Image from my system and then downloaded 2017 version and did a full backup could I still have problems? My computer runs fine in every area. Every time I recall True Image from the icon it comes up showing a backup in progress with the "Stop" window in the lower right corner. If I click on stop it brings up the Stop Window. When I click on stop there nothing happens? There doesn't seem to be any escape or way to stop what is happening (which appears to be nothing) and only way to exit is to close the window of the program. There should be some way to escape from this but I don't know what it is? I don't want to damage my computer or other programs messing around with something I don't understand. Not sure what to do now.
Gary, this doesn't need to be too complicated. The MVP Log Viewer is simply a tool to make the logs accessible and visible, it does not need to be installed - just extract the program from the zip file and run it and it will find the log files and show you the latest one in the lower window.
If you have a backup task that shows as being in progress whenever you open the main Acronis program, then that is probably the reason why any of your other backup tasks will not run - Acronis only allows one backup task to be active at any one time.
One possible reason why backups are failing is if your external hard drive has been given a different drive letter to the one that you used when the backup task was created. You should be able to check this by looking in the main Acronis program GUI at the task, note what drive letter is shown in the Destination panel for where your backup is to be stored, then check in Windows Explorer to see what drive letter your external drive is using.
Gary, I suggest that you save the current state of your system by doing an Entire PC or Disk/partition backup, and then check out the trial version Acronis True Image 2017. If you will need help with setting it up and running - do not hesitate to enter our live chat service. It is available for trial users as well and we would be glad to help you configuring the backup plan and verifying that the backup job that you need to be done is running.
At this point we do not have any diagnostic information (mainly the logs, that Steve mentioned) about what caused the lockup of the backup job and inability to stop it. It is not guaranteed that 2017 version will 100% resolve the problem. But at least we will be able to investigate what happened and attempt to rectify the issue on the latest 2017 version.
It may be also useful checking the Windows Event log for disk-related errors and warnings. See here. If something went wrong with the disk, the hardware/environment, you would need to fix it - no backup program would not be able to fix that automatically.
At any point you could go back to the 2015 version by restoring from the created system backup.
Regards,
Slava