nonstop backup
I have been having persistent problems with nonstop backup for a long time through several versions. The problem has been on Windows 7 as well as 10. The problem is on my laptop as well as my desktop. Nonstop backup simply stops periodically. Sometimes it can be restarted and sometimes not. Sometimes I have to delete the current backup and start a new one. Currently I cannot get it to start period. Any help would be appreciated. I am using a portable drive with USB connection. I have tried a different portable drive with SATA connection. Same problem.
Pat L.
Thanks for your comments. I rely on NSB and really want it to work. Does anybody else have any ideas?
Hello Ron,
Thank you for your posting! I would recommend you to raise a support ticket for this issue. You will need to obtain Acronis Pay Per Incident Support license to contact support, but if the issue is on the side of the product we will refund the cost of the support fee.
Besides, Acronis True Image 2016 contains special feature for sharing feedback.
Thank you,
It's nice to finally see an Acronis representative responding on this issue.
This is clearly an issue with your software, which is very evident from reading the various forum threads here (see bottom of post). Maybe it is time that you guys take responsibility for your customers and your software? Whenever I try to contact you on this matter and ask you to fix it or offer a compensation, you keep nagging about having to pay this per incident fee to talk to a support representative. The fact is, there is nothing they can do as the problem lies in the software itself, and no one should have to pay anything extra to resolve an issue with the software itself when it is not a user fault.
Also, based on how your company has responded to my requests and denied all responsibility in the past, I am not going to pay that "per incident" fee even though I know I am eligible for a refund. After all this, I simply don't trust that you will refund the cash. You are already breaking the law by refusing to look into the matter or offer a fix/compensation/refund for your faulty software, so why would you not scam me for another few dollars? And just because you have a 30-day money back guarantee and 30 days of free support, it does not mean that you are free of all responsibility after these 30 days have passed. There is a 2-year implied warranty by law which still applies, which cannot be overridden with a business policy of any kind.
There are several threads covering various issues with nonstop, and most users here seem to recommend that you don't use non-stop at all:
https://forum.acronis.com/forum/112528
http://forum.acronis.com/forum/112989
https://forum.acronis.com/forum/99342
And probably even more if I want to dig deeper.
It's time you admit that this is a fault in your product, and take responsibility by releasing an updated version or by offering a compensation to those affected. The very least you can do is to offer some free help in cases like this.
Ron,
I do hope Acronis will make an exeption in your case about support. I have raised a recommednation about support to Acronis through the MVP program as well and am hoping they will take some of my recommendations for improving customer support and modifying the current application support period - we will see. I, like you though, despite MVP status, am still just a forum user so I can only recommend and provide suggestions... however perhaps at a higher level so maybe it will get some more traction.
Going back to your original issue - I agree that NSB seems to be buggy. I have never personally used it so cannot speak from experience, only from what others have posted in the forums. In your case, what stood out to me was the use of an external hard drive. I'm sure this is a common setup for many as a destination for backup files though. However, you may want to do some digging into your system to check some things as they might (I have no idea though), be part of the problem.
1) What are your power options/settings configured as? The default Windows 10 setting has many power saving features. One may be to suspend peripherals and/or USB ports.
Control Panel\All Control Panel Items\Power Options
Computer Management\Device Manager (USB Root Hub entries: check for a power management features - see screenshot
2) Another may be to supsend disks not in use. Also, your bios and/or disk may also have their own power savings features (Western Digital Green and others are built into the firmware). The disk may be dropping out at times when it's technically not in use.
3) Sleep hibernation can be suspect as well. Windows should recover from sleep or hibernation and things should carry on, but realworld experience has dictated otherwise for me on several occassions.
4) Do you have Acronis applications and all of your backup locations excluded from third party antivirus and/or malware scans (to include windows defender)?
5) From an elecated command prompt, run ckdsk /f /r on your primary and backup disks to detect and repair any possible corruption on them
6) From an elevated command prompt, run sfc /scannow to see if there are any OS issues detected adn repaired
7) Did you upgrade from a previous version of ATIH to the latest wthout doing a clean install - if so, some bad remants may still be there.
8) Did you upgrade from Win 7 to Win 10? If so, some bad remnants of either Win 7 and/or previous ATIH may still be there in your current build.
None of these may actually be the problem, and it could be the ATIH application, but let's make sure to do some in-house-due-diligence to help support the claim that it is indeed an application issue and not something on the local system.
I do hope Acronis will make an exeption in your case about support. I have raised a recommednation about support to Acronis through the MVP program as well and am hoping they will take some of my recommendations for improving customer support and modifying the current application support period - we will see.
That would be common logic. However, their policy seems to be to not help people in such cases, even if they are required by the law to either offer a solution or a discount. I have asked 3 different representatives and they're all on about the same thing. "Pay for a per incident ticket trololo". Even if I had paid them I doubt they'd be able to help. The problem is the software itself which is very evident from this thread.
John, I'm all for better customer support and hope to see it too. I get where you're coming from as a consumer too. However, common logic also suggests that if you agree to certain terms (aka 30 days support for anyting none recovery related), those terms are binding - whether you now disagree with them or not, you accepted them when you placed the order. Is it good business practice - not in my opinion, but I agreed to those terms as well because I like what the software does and wanted it. I am hoping that this will change though and the more feedback that is sumbitted through the application about this, the better. On the forum, we're mostly talking amongst ourselves.
I'm not sure how the law applies internationally. I have a feeling it would be difficult for UK law to be applied for a company in another country though. In the U.S. if the terms are made before the purchase and the user agrees to the terms by placing the order, that is a binding contract. It is up to the purchaser/consumer to do their due diligence ahead of time... if not, once they've entered into the agreement (placing the order and accepting the terms), that is on them. There are "lemon laws" to help protect consumers, but you have to go through a lot of hoops to make a case. If you ever decicded to pursue a case (and I'm by no means any type of legal authority), I think you'd spend more time and money on fees than you'd ever seen in a return for the license agreement you originally accepted. I really have no idea though, but thought I'd weigh in. I don't think it's really going to make a difference in this forum though.