Cannot start backup

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Beginner
Posts: 2
Comments: 1

Build is 6613, banner says Acronis is up to date.

I use this on two laptops, both connected to a network drive mapped locally. Both have all software updated, and both have current drivers. The are HP top of the line systems.

On the first laptop, a Windows 7 computer, I have two days of a scheduled Full PC backup already functioning. The scheme is the Version Chain. No encryption. Although I have not tried a restore or validation, I am fairly confident this is going OK. No error messages, no stops, etc., just True Image's awful interface.

On the second laptop, a Windows 8.1 Pro computer, I have defined the laptop using the same fairly standard settings as with the Win7 machine. This backup hangs. It will not run. I get "Queued" in the status box. I have let it run for two days and nights, so "queued" does not work for me. I tried a "backup now" instead of the schedule, and got the same thing. No error message, but Task Manager says that Acronis is not responding. I have gone through the cycle of defining and starting the backup at least five times. Same result each time.

The two backups should not be conflicting. They are set to different folders on the destination, and they are scheduled for times that are hours apart. The Win8 does not work even on "backup now", so conflict would not explain it.

So far, getting support has been a horrific exercise with a malevolent webpage. The page told me I have no registered products (wrong), so I registered a second time. It is still telling me I have no registered products. I see no troubleshooting information that would be relevant, but that may be because the webpage does not see me as a user.

Please let me know what you think I should do. Thank you.

Wed, 09/30/2015 - 21:21
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Legend
Posts: 172
Comments: 11125

Refer my signature link 9 below. You need to register your purchase of TrueImage. This is the 64 character serial. Be sure and use the copy/paste method and do not try to type the serial. Use the Control C to copy and Control V to paste.

The serial number should have been sent to your email address. I assume that you are using the same email address for logging into the forum where you have posted. This is where the progam checks to see if you have registered the serial.

YOur acronis account will also list any serial number which you have registered to that specific email account.

The serial number needs to be recognized for you to qualify for your 30 days of free support which begins on first day of purchase.

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Regarding queued, first check the Scheduler screen and look under the Advanced settings.
Make sure you do NOT have the "run when idle" checked. This must not be checked.

For "back up now" to work, the target must be attachd and recognzed.
Allow for a few short delay (seconds to a minute or so) for the backup now to be accepted.

Give us an update later.

PS: I am assuming that you have NOT started a CLOUD backup as that could involve multiple days--depending on how large the backup is. The Back up now would also be non-responsive if another backuup was already in process.

Thu, 10/01/2015 - 01:31
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 1

My 30 days is expired. I get only Community support and KB.

The product is registered for 3 PCs .IMPORTANT: It works OK on the Win7 PC. It hangs on the Win8.1 PC. It hangs on "Queued'. The choose "Stop" button is enabled, so i assume that Acronis thinks it is running. If I choose 'Stop' it stops and goes back to the list page . No other backup is running, no cloud backup or other backup. ;run when idle' is not checked. I put encryption on the win8.1 but not on the win7. That is the only difference. i do not see where to undo the encryption setting. The target is the same network drive, different folder.

I am grateful that you sent me the email response. HOwever, the 'signature' link does not work. it is not selectable in the email, and it cannot be copied because it selects the entire email. Very bad.

Please let me know if you have any solutions to suggest. This is VERY BAD NEWS for me. It has been trouble even getting basic support. I know Acronis wants me to purchase the upgrade, and I may do that some day, but in the current situation I feel that my best bet may be to go to some other product. I would prefer to solve this and get back to my backup routine, but if i can't then the priority will shift to goiong to a product that works.

Thanks again for your attempt to help, but you need to work on getting tthe details right. The product is registered for three users. This Win8.1 implementation is the second of the three - the first is Win7, which runs ok. The run when idle is not checked.

Thu, 10/01/2015 - 19:47