Direkt zum Inhalt

TrueImageHome 2011 hangs at "preparing"

Thread needs solution

I have replaced TrueImageHome 2010 with the 2011 latest version working on Windows 7.
When I attempt to set up a backup, the wizared takes me through to the final screen "preparing" for the backup. At this point the process hangs.
I have tried uninstalling and reinstalling to no avail. I have tried removing Local User and Local Machine entries from the registry again with no avail.
I have no found out how to completely clean the registry from Acronis entries due to Acronis services running. Attempts to interfere with these results in the Startup process failing and requiring repair by restore.
Any help will be much appreciated.

0 Users found this helpful

Hello John,

Thank you for posting and welcome to the forum. I will definitely help you.

Most likely the process hangs due to some conflict with our low-level drivers or that they are not functioning properly.

I would recommend the following solution:

1. Install Acronis True Image 2011 Home one more time if you have it uninstalled, or perform a repair installation from the executable file.

2. Install low-level drivers update. (will be coming to you in a private message in a few minutes)

3. If the issue persists, please collect this report and contact our support team, I am confident that we will get this resolved.

Also, we are close to releasing Acronis True Image 2011 Home cleanup utility and this will greatly help us to get rid of unwanted program traces.

Please let me know if you have additional questions.

Thank you.

hello Anton,

same Problem here. After choosing 'Volume Backup' from the Main-Window and klicking 'Backup now' on Configuration Window Acronis returns to the Main Window and hangs. For the moment Acronis TI 2011 is useless, so I need help.

Hello Stefan,

Thank you for posting. I will definitely assist you.

Our development team has identified this issue which is caused by our low-level drivers and has released a fix in the form of a low-level driver update. Please contact me through this post or via a private message so that I can send you the file.

This fix will be included in the next update of our program.

Please note, that this fix is valid only for issues "TrueImageHome 2011 hangs at "preparing".

If you need additional help, please let me know.

Stefan, I will be sending you this update in a few minutes via a private message.

Please let me know if you have additional questions.

Thank you.

I have a similar problem. Today, I upgraded from 2010 to 2011 and it hangs at the same spot. Tried a complete de-install & re-install, with exact same results. Everything looks normal except window with "Preparing . . ." at top. I've left it untouched for 30+ minutes, but nothing happens.

sparkyguy545 wrote:

I have a similar problem. Today, I upgraded from 2010 to 2011 and it hangs at the same spot. Tried a complete de-install & re-install, with exact same results. Everything looks normal except window with "Preparing . . ." at top. I've left it untouched for 30+ minutes, but nothing happens.

Hi,
I have the same problem with build 6597 (by the way...the old build 6574 had have the same problem)
I updated...than deinstalled, installed the build 6597 nothing helps.

But build 5519 works perfect!

(My OS is Windows 64-bit ultimate with 6GB Ram)
sorry my bad english, I'm from germany

No problem, your English is great!
I'm still running XP 32Bit SP3.
I was hoping to get a response from Acronis similar to that previously made by Anton to Stefan, but I haven't heard (or seen) anything yet.
I guess I'll have to make an official Support request from Acronis.

Hello sparkyguy545 and Hans,

Thank you very much for following-up.

We have not been able to reproduce this issue in the latest build, however, I can suggest the following workaround.

I will send you a private message with a SnapApi update and I would really appreciate if you could get back to me with the results so that I can update our Testing team.

Please let me know if you have additional questions.

Thank you.

OK, I am having the same problem, upgraded from 2010 to 2011 and whenever I go to setup a diskbackup the program hangs prior to me being able to setup the backup. Using current build 6597 32 bit windows 7.

Hello rfijal,

Thank you for posting and welcome to the forum. I will do my best to assist you.

I found your open case in our system and according to it, after updating the SnapApi drivers and checking the DeviceTree for any conflicts, nothing was found to indicate a problem. The support representative in charge of the case asked you for additional information so that he can forward your case to our Expert team. I am confident that we will be able to resolve this issue.

If you have additional questions, please let me know.

Thank you.