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Issue with Acronis Boot Media True Image OEM 12 Build 10045

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Hi

Sorry if this has been created in the wrong forum (there doesn't appear to be Forum for True Image OEM). Having a slight issue (they do not work) with both the Keyboard and Mouse driven by the FTDI chip. Have tried using the parameter on the command line NOUSB2 with no avail. I will say that ATI 11 (Build 8179 also had an issue with the FTDI chip but ATI10 build 5128 worked like a charm). Any ideas on how we could get the keyboard and mouse working correctly?

Regards,
BB

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Hello Anthony,

Please accept our apologies for the delay with the response.

We'll do everything possible to help you, but could you please provide us with a Windows System Information file? It is required to investigate the issue and provide you with a possible workaround.

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

Thank you.

Hi Ilya,

Have attached both the Windows System Information File as well as a more detailed view of the USB hardware (USB.txt). We also have an issue (with this system) in that the maximum screen resolution is 800 X 600 (60hz) and there are no short cut keys available.

Thank you in advance.

Attachment Size
30636-89251.nfo 1.09 MB
30636-89254.txt 11.25 KB

Hello Anthony,

Thank you very much for the provided information. I've created a case #00686756 for you and escalated it to our Linux Expert. I'll update this thread or shall contact you via e-mail once I have any news regarding the issue.

I apologize for any delay you might experience in the meantime.

Thank you for cooperation.

Hello Anthony,

Thank you for your patience.

Could you please provide me with a Linux sysinfo created with the build 5128?

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

Thank you.

Ilya,

Really silly question (linux noob) how do produce the sysinfo.txt file from ATI10(v5128), on listing the drives available with the cat /proc/partitions the following is displayed:

8 0 15677695 scsi/host0/bus0/target0/lun0/disc
8 1 15677695 scsi/host0/bus0/target0/lun0/part1
8 16 1048575 scsi/host1/bus0/target0/lun0/disc
8 32 1048575 scsi/host1/bus0/target0/lun0/disc
8 48 1048575 scsi/host1/bus0/target0/lun0/disc
8 64 1048575 scsi/host1/bus0/target0/lun0/disc
33 0 156290904 ide/host1/bus1/target0/lun0/disc
33 1 156290904 ide/host1/bus1/target0/lun0/part1

Not for example:

8 0 127744 sda
8 1 127744 sda1
3 0 80417183 hda
3 1 10241406 hda1
3 2 20482875 hda2
3 3 1020127 hda3

mount -t auto /dev/scsi/host0/bus0/target0/lun0/part1 /mnt/tmp throws up errors:

Mounting /dev/scsi/host0/bus0/target0/lun0/part1 on /mnt/tmp failed
:unknown error 2

Any ideas?

Regards,

BB

Ilya,

Sorry being a bit of a plum, followed the instruction in this post http://forum.acronis.com/forum/6518 which mentioned using
'mount -t auto /devfs/scsi/host0/bus0/target0/lun0/disk /mnt/tmp' not 'mount -t auto /dev/scsi/host0/bus0/target0/lun0/part1 /mnt/tmp'.

Attached is the sysinfo.txt from Acronis True Image OEM 10 v5128

Regards,

BB

Attachment Size
31340-89398.txt 42.45 KB

Hello Anthony,

Thank you very much for the new sysinfo, I've forwarded it to the expert.

I'll let you know if any new information will be available.

Thank you.

Ilya,

Hi, just wondering if a solution has been found (over 2 months without any response to this issue). We currently have over 200 licenses that we can not use. A solution would be appreciated.

Regards,

BB

Dear Anthony!

Thank you for your comment. Please accept my profound apologies for the procrastination with the reply. Be sure we will do our best to avoid it in future.

I have rechecked the information provided and contacted our Experts team. Currently the problem was forwarded to the Development team, and they are working on fixing the code. The case number created for this issue is #686756, and you can check its state any time by contacting support and specifying them the number.

I've also forwarded speed up request to the Development team, and as soon as they have any news, we will definitely update you.

I'm awfully sorry for its taking so long to resolve the problem, and would like to assure you that we're doing our best to fix it as soon as possible.

Meanwhile as we're waiting, I'd appreciate if you could let us know whether there's anything else we can help you with.

Thank you!

hello, hope someone can help me. i ran a refresh windows 7 sp1 and now i lost my files, data and the acronis is also gone to. i cant restore from my recovery image that i still have save on another drive cause the acronis is not in the c/drive anymore. is there a way i could install acronis true image oem 12, from a download. and if i install it would it work to recover my image system. i would appresiate the help thank you!