Keyboard and mouse does not work when booting the rescue media

I'm a long time Acronis user and was looking for Acronis for windows 7 which is why I'm trying the 2010 beta

Hello Jon,

Thank you for using Acronis products

Are you able to use Acronis True Image Home 2009 Rescue Media? Do your keyboard and mouse work with it?

I am sending a link to you via PM, please create another Acronis Bootable Rescue Media and see if the issue remains.

Thank you.

I have not tried True Image home 2009 on this computer with windows 7.  I'm running the 2010 beta.

I have that version installed on another computer and it appears to work fine. Actually, I have True Image 9 (both workstation and home) , True image 10 and True Image 11 and True image 2009 on various computers. All of them work fine. I had a problem with disk not being recognized when booting rescue media but installing the driver update snapapi fixed the issue.

I have not received the link and the PM 

Hello Jon,

I've sent you the link once again. It is for Acronis True Image Home 2009, we do not have a special ISO files for Beta version at this time, sorry for the inconvenience.

Please let us know the results.

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Here is the present status:
PS: I did not see the iso file from Oleg since I forgot to log in. I did find it and also the one from Tim.
I downloaded the iso image from Oleg which was (as indicated by windows 105,024 KB.
I also downloaded the Image from Tim which was per windows 31,800 KB.
I burned and image from both using windows7 burner.
Now I tried the following:
1. Using the bootable image from my winXP machine having Drive Image 2009 installed. This disk works fine on the XP machine but did not work on my windows7 machine. The machines have differeent hardware but both have wireless mouse and keyboards. Again on my windows7 machine neither keyboard nor mouse worked. I tried this with both USB legacy support enabled in bios and disabled in Bios. I also tried with a PS2 keyboard. I did not work either.
2. I tried to boot from the disk created by the iso image provided by Oleg (105,024KB). I went thru the same items as above with the same results. Bottom line it did not work. 
3. I tried booting from the disk created by the iso image provided by Tim (31,800 KB). I went thru all the same steps as above and in all instances everything worked.  I did not select any special options during boot when the choice was provided. I just let it finish by itself using default. Of course, this was not for the True Image beta 2010 but rather booted into the True Image 2009 recovery screen.  

I just purchased Drive Image 2010 (not beta but the released version). It still has the same problem as described above. The keyboard and mouse does not work when booting the rescue media. The screen comes up and the selected option is boot windows which it does after about 10 seconds. Keyboard does not work - Mouse does not work.

I tried this with both the USB Lagacy support enabled and disabled in Bios. Same result. I tried with a PS2 keyboard - Same result.

I also tried the boot media from TI 2009 which I use on a WinXP computer with wireless mouse andd keyboard. It works on the XP computer but does not work on this computer.

My motherborad is MSI  790GX-G65

Note: Motherboard only has one PS2 port and I don't have a splitter thus I could only use either keyboard or mouse

8 GB of memory

Amd Phenom III 720 black processor

Operating system windows 7 RTM 64bit

My wireless mouse and keyboard is Microsoft as is the receiver.

Problem was fixed by downloading  the bootable media listed on the update pages from Acronis. 

This is different from the one generated by the product itself. It provides a bunch of option during boot. I just used default. 

Both mouse and keyboard works when booting from the CD made from this image.  

Hello Jon,

Thank you for taking time to contact us.

I am really glad to hear that the issue has been resolved.

Thank you.

I have the same problem when booting with the C.D. to the recovery console. I'm using Backup & Recovery 10 Advanced Workstation and on one P.c. the keyboard and mouse are not working and on another I can't connect to the management console over the network because I'm getting a 169 I.P. address. Even when configured statically I can't connect so I'm guessing this too is a driver issue. Up untill now it's worked fine on everything else. Any help please.

Keyboard problem fixed with bios change but still have 169 problem.

Hello Drew,

Thank you for using [[http://www.acronis.com/enterprise/ | Acronis Corporate Products]]

I can suggest you to create an alternate Acronis Bootable Rescue Media based on ISOLINUX. We have implemented the possibility to download the appropriate ISO file after logging in to your account (the serial number should be registered). Please log in to your account, go to the Registered products section -> Bootable media. Download the file.

You can find more information on how to burn an ISO image to a CD here and here

If this doesn't help, try to release and renew your IP address, this is accomplished by typing the ipconfig /release and  ipconfig /renew commands, try to move the  Nic card to a different PCI slot.

Thank you.

I have the same problem with no mouse or keyboard using the bootable recovery disk for Acronis True Image Home 2010. It fails with both the disk made from within the application and from the disk downloaded from the bootable media tab under my product.

EVGA P55 FTW motherboard
Intel i7 860 cpu
Win 7 Enterprise x64

Hello William,

Thank you for using [[http://www.acronis.com/homecomputing/products/trueimage/ | Acronis True Image Home 2010]]

I assume that you are using the wireless mouse and keyboard. A possible problem is in USB legacy support.  Make sure that USB legacy support is disabled in BIOS settings.

If this doesn't help, please submit an e-mail request or contact our Live chat service available on this page, under Contact us click on the Start here button and follow the step-by-step guide. Please provide us with the exact model of the keyboard and the mouse, our developers will implement the necessary drivers for the distribution.

Thank you.

I had problems with getting keyboard and mouse to work booting from the rescue media.

I finally got it to work with a downloaded iso image which was about 31.8 Mb. I also finally manged to get the recovery media produced by the program to work by setting it to automatically boot into the full version of true image when creating the disk. The mouse and keyboard didn't work until after it continued into the full version from the selection screen.

I just downloaded and installed build 6029. I also downloaded the new iso file for the recovery media approx 57.9MB. After upgrading to build 6029 i made a recovery CD using the same appraoch as worked before. This time after it booted into TI the mouse and keyboard did not work. Furthermore, I tried using a recovery disk made from the iso file with the same results.
I then tried the recovery disk I made from build 5055 and it behaved ok. It booted to the selection screen (no mouse and keyboard) but after it continued into TI the mouse and keyboard worked. Furthermore, the old ISO image i used (approx 31MB ) lasat time still worked fine. It appears that build 6029 is a step back from my computers point of view. Without being able to access the recovery media and do restore backup is useless. Of course I have the older disks so I'm still ok.

I have the same probs as Jon Hildrum - but not connected in any way.

Have Disc Director 10 build 2241 and True Image 11 build 8105, each in German. I created Recovery CD's with latest builds, but none works. After "Starting Acronis Loader..." the pertaining menu appears, but mouse and keyboard are dead - so I can't proceed.

The same occurs with an old recovery CD TI11 burnt in 2007, which DID work at that time. I'm not aware of any major HW or SW alterations since, apart from regular updates. XP/SP3, MSI board 6728 865PE Neo2, P4 2.6GHz, 1GB RAM. Acronis apps. work flawlessly from HD.

The here often given advice with F11 & "acpi=off noapic" doesn't work for the obvious reason that the keyboard is not active.

I downloaded and burned an iso of DD10 with 15.7MB content, and this DOES work. A first menu appears, with the kbd still dead, but loading continues on default, and the DD-GUI appears with kbd and mouse now active and regular operation possible.

XXXXXXXXXXXXXXX
Question: where to find a workable iso für TI11 or equivalent? (english ok)
XXXXXXXXXXXXXXX

Thanks in advance - Heinrich Wolf

Hi

Now it is 2 weeks and no answer...
I am a 10 year customer of Acronis and expect a fair answer in reasonable time...

I posted the same question as well under the heading
6368: Unable to start rescue CD for DD 10 and TI 11 (German)

No answer too - is there anybody out there??

Heinrich Wolf

New customer using Acronis True Image Home 2010. My Logitech cordless optical trackman mouse only functions in left/right movement and no clicks. Changing BIOS to disable legacy USB did not fix, in fact, took away what little movement it had. Also, my Logitech G15 USB based keyboard does not function with Acronis startup.

XP Pro
Intel MB D975X bx2
Intel dualcore processor.

I can't even get started.

Hi Jon,

All I can do is confirm your problem. My wireless mouse and keyboard quit too with the latest rescue media build. I have give up. I don't even care anymore. Acronis has put out a really, really bad product. It is a disaster. I am staying so far away from their product at this point if I were on the moon it would be way too close. Good luck! I refuse to deal with them any longer.

Acronis True Image Recovery CD - Peer-to-Peer Help

This company gives an extremely lousy service, probably busily infighting about who is pulling the most money out of us for doing nothing. In the meantime, we as captive customers are not only sacrificing time and resources, but probably even risc our own economical survival. The e-mail, telephone numbers and addresses given in the home page are all bogus - no reply, nobody answering, no help on the forum...

In the meantime I succeded on my own to produce a working rescue CD.

I still have a working ATI 11.0 installation on HD. Trying to produce an emergency CD from the User Interface of this app. leads to a hanging CD, i.e. mouse and kbd are dead and no progress from the original splash screen.

Using XP Home, I happened to look at Start/Programs/Acronis/Acronis True Image Home/ and there I found a "Resouce Media Builder", of which I haven't been aware before. On starting this, I get the selection of which Acronis app. to include, im my case ATI 11. It says then that this includes drivers for USB and other drives, except for USB sticks. As soon as the app. is selected, an option appears "starting automatically after ... seconds." This I selected and left it at the preset 10secs.

On a next screen "start parameters" such as "nomouse" or "nousb" can be entered. Since this sounds like my apparent root problem, I put instead the opposite, "usb" and "mouse". The next screen offers the most appropriate option "iso image", and the last screen requires a file name and location for it. This then performs smoothly - 47 kB.

Next you need a CD burning application capable to get the ISO onto CD, and this CD then works flawlessly.

I hope this helps some other frustrated readers here.

Kind regards - Heinrich Wolf

In addition to the foregoing and the several times mentioned problem with wireless kbd and mouse, it might help to include the pertaining drivers in the mentioned "startup parameters". I still have and stick with wired kbd and mouse.

HW

twice sent - deleted - HW

Acronis True Image 2010 build 6053 with plus pack does recognize second drive on my PC but Boot Disc does not .
Boot Disc of TI v10 I use many years do it.

Hello all,

Thank you for posting, I will be happy to help.

If your wireless USB mouse and keyboard, which are parts of a wireless USB kit, do not work in Acronis Bootable Media (the issue described in this article), please log in to your account, go to the Registered products and downloads section -> Bootable media (please note that the license should be registered). We have recently uploaded new files that contain the fix for the issue.

Download the file, create Acronis Bootable Media and check its' functionality..

You can find the information on how to download the appropriate ISOLINUX file in this article. 

There are two types of Acronis Bootable Media:

- Acronis Bootable Media that you can generate in your Acronis product. This type of media is based on Acronis Loader;

- Acronis Bootable Media that you can download from your account on the Acronis website. This type of media is based on ISOLINUX.

ISOLINUX Bootable Media is usually more up to date than the Acronis Loader one. This is due to the fact a new version of Acronis Bootable Media is uploaded to the web site more frequently than regular product updates are released.

Please see this article on how to burn an ISO file to a CD disk. 

Please let us know the results, we should be sure that the program runs flawlessly. 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'm licenced for
Acronis® True Image Home® Version 11.0 (Build 8'105),
but at the given site and place there is no "Bootable
Media" tab available.

So your post Tue, 2010-02-02 14:44 seems not to be
comprehensive, or is there an applicable ISOLINUX ?

Just downloaded the newest BackupRecoveryAdvancedServerUR_s_en.iso from the website (bootable media after login).
This syslinux one changed on 26 feb 2010, and works great with my usb wifi logitech keyboard/mouse kit.
The previous didn't work. The one with the acronis loader I made myself didn't work.

Hello all,

Thank you for posting. I will definitely help you with this.

Heinrich Wolf,

The ISOLINUX version for Acronis True Image 11 and 10 Home is available from my products and download section of a user account. At the moment we are working to include this option for German versions, I am sorry for the inconvenience. I will send you a PM right now with a download links and instructions for burning the ISOLINUX version.

Site Woondiensten,

I am happy that this issue has been resolved.

Please let me know if you have any other questions.

Thank you.

Hi Anton

Thanks for your efforts and PM.

I burned the ISO as usual, but then haven't been able to boot the PC. It kept re-booting only up to the DOS/Windows Options screen, then rebooted again and again without me being able to control this.

PC reset and restart with the just generated ISO CD. This booted correctly, but only up to the Acronis screen for restore partition selection. Then it appeared to hang, for some 1 min. Dead keyboard, mouse click producing beeps.

Reset again and booting with my own proven recovery CD (produced as described further up in this same thread, with the recovery CD builder), only to stall again the same way as before. Rather frustrated, I left this on screen while thinking of possible actions. But after about another min. the Acronis process resumed on its own and I've been able to restore C partition to working order, with big luck.

Long story short, unforunately your efforts where not helpful, and recovery occured along my own initiatives (as mentioned above).

Still, thanks for your trying to help.
Kind regards
Heinrich Wolf

Hello Heinrich,

Thank you for your feedback.

Acronis True Image 11 Home is an outdated version, we do not develop it any more. That's why we are unable to fix the encountered issue.

You may want to upgrade the software to the latest version available for now.

I may recommend you to install a trial version of Acronis True Image Home 2010 available here in order to make sure that the program runs flawless for you.

If you would like to purchase the upgrade to Acronis True Image Home 2010, please visit the Acronis online store.

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

Hello--

I just downloaded and successfully installed the latest build of TI2010 Home (13.0.7160) and also have no keyboard or mouse support (each is a wired USB peripheral) with bootable rescue media. I've created a bootable rescue CD from within the TI2010 program as well as from the .ISO file available via "My Products and Downloads" from my account on the Acronis website, but neither option restores keyboard/mouse functionality upon booting the rescue CD. My PC is running Win7 x64.

Any helpful suggestions will be warmly received :-)

Mark

Hello Mark,

Welcome to the forum and thank you for posting. I will definitely help you with this issue.

It appears the bootable media is not detecting your peripherals properly. Please make sure that they are not connected through a USB hub.

We will need to investigate it that is why I would really appreciate if you can collect the following report from the bootable media (Generating Acronis System Report from Acronis Bootable Media without Booting into GUI) and contact our Support team.

I am certain that we will fix it.

Please let me know if you have additional questions.

Thank you.

I was getting the same on Dell M4500 (keyboard and mouse not responding)

Here is how I got it to work:
1) In BIOS set onboard touchpad/mouse to be serial (this might not be needed)
2) Did not touch the mouse or touchpad and used the keyboard select
Acronis Disk Director Home 11 update 2

THEN
AFTER Disk Director is loaded, plug in a USB mouse.

Then I was able to use the USB mouse and keyboard with no problems.