Mounting an Image - System "hangs up"

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Posts: 1
Comments: 2

Hi. I have been a happy True Image Home 11 user, happily backing up over the last few years and am only now experiencing issues. Visiting Acronis UK, I was surprised and annoyed that no support is offered for my version of the programme!

Anyway, today I tried to MOUNT a backup TIB image located on an external USB drive. Never been an issue before but today when I tried it, in order to retrieve a file from an old archive, the programme successfully mounted an image as a "G" drive (got the message "mount successful) and then it just sat there with a WAIT pointer! Before, Windows Explorer used to load all the files and ask me if I wanted to view them. I usually said no and then just retreived the files I wanted from the mounted drive. Now, trying to mount this image caused a total PC hang and forced a hard reboot. Acronis failed to shutdown totally from the Windows Task Manager and I could not shut down any TI processes from the Task Manager either. Nothing was available from the START menu so I was forced to reboot the PC manually.

I then went to Acronis UK, logged in to my account and found a new build (8,101) which was installed over the old version. Rebooted the PC and cleaned up. Attempted the mounting again and again was forced to carry out a hard reboot to get use of the PC back. This time, I got Acronis to VALIDATE the archive in case it was corrupt. The TIB archive is 66,238,935kb and took 30 minutes to validate - all was found to be ok. Tried to mount the image again and got the same hang which forced yet another hard reboot.

Anyone have any idea whats causing this? Nothing on the FAQ's and KBs about it.

Using Windows XP Pro SP3 fully updated and a FULL, licenced version of Acronis True Image Home 11.

I'm really annoyed at the lack of support by Acronis on this - can't even call them! Very bad customer service.....

cheers,

Lee
West Sussex UK

Sat, 07/02/2011 - 11:09
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Posts: 24
Comments: 3268

Hello Lee James!

Welcome to our Forum, we're glad to greet you here. I understand your concern, and will be glad to assist you.

I regret to inform you that Acronis True Image Home 11.0 is a very outdated product. It is no longer developer, updated or supported (that's why our website system doesn't allow you to reach support via phone). Thus even in case we gather diagnostic information, I will not be able to forward it to the Development team for research and fix.

As a workaround I would suggest you to install the trial version of Acronis True Image Home 2011. It's valid for 30 days, and the only limitations are: 

  1. Clone feature not available
  2. Bootable media can restore only

Install the latest version onto your machine, and check whether the issue remains. Should it be present, gather Procmon and (if possible) Userdump logs from the problem machine, then submit a case with the information attachedand let us know its number.

Should you have any issues or concerns, share them with us, we will be glad to help.

Thank you.

Mon, 07/04/2011 - 15:21