Wiindows 8.1 seems to "freeze"
After installing ATI 2015 the following started to happen (never happened with ATI 2014):
Using build 6055 and/or build 6525.
I've been doing weekly backups (scheduled) for years and all good. Now when using ATI 2015, these backups during the night completes and validates well, but during the next morning when I go to use the computer, Windows 8.1 is like being frozen, i.e. the desktop doesn't refresh, cannot start any program. The computer seems to be like working but actually nothing useful can be done.
I also noticed the clock (displayed at the bottom right) is frozen at 4:00 AM. The mouse is working but nothing can be refreshed/pained on the screen.
Doing a restart fixes the issue.
Any ideas on what's going on? Anyone else out there having similar issues.
Thank you.
lasp
Yes, I am having the same problem. It usually takes a power off to reboot the computer. Not a gentle operation.
If you boot to recovery medium (a 5 Gbyte USB thumb drive is much faster), you can still make backups and recover backups.
Crucial M500 240 Gbyte SSD is my boot drive. There is some correlation reported on the internet between Acronis lockups and Crucial SSD drives. Seems absurd, since Crucial includes Acronis True Image backup software with their SSD drives.
I am somewhat nervous about reinstalling my 2015 unlimited backup, again. The lockups are persistent and severe, and there must be a software error to be corrected, since the Crucial SSD runs without any problems when no backup software is installed.
Hello Luiz, NJ24,
did I understand correctly that the behavior reproduces only if Acronis True Image 2015 build 6525 installed? When exactly and how often the problem occurs (only after backup/after each backup/once a week etc.)?
NJ24, have you used previous Acronis True Image versions/builds on the same system?
Thank you.
Hi Anna,
I have used Acronis True Image on this computer since version 2013. After upgrading to ATI 2015 unlimited, the boot SSD was upgraded from an Intel 120 Gb SSD to a Crucial M500 240 Gb SSD. Crucial lists my Dell XPS 9100 (Mid-2010) as a compatible computer with their SSD. There were some problems trying to backup the OS to Acronis cloud ( backup would stop at about 60 Mb). Eventually, I was able to backup to the cloud. Tech support was contacted, but it is not clear what allowed to backup to proceed successfully.
The computer operates fine with the new SSD, but Acronis will lock up the system, after it has been installed.
Specifically, I have not tried to reinstall Acronis True Image 2014.
I can create and restore backups from the bootable media. But if ATI is installed into Win 8.1 x64, the system will require a power-off to reboot. The lockup is not related to any ATI usage. Simply because ATI is installed, eventually the OS will stop responding and is not possible to sign out or restart in a controlled manner.
This is an extremely time consuming conflict.
Happened exactly the same on my computer. Acronis True Image 2015 worked well with my HDD.
After installing the Crucial M550 SSD disk works good too, but the system freezes with Acronis.
(Windows 8.1 64bit)
Hello Everyone!
NJ24, thank you for your prompt reply!
I've discussed the issue with our experts and it seems to be really connected to the particular SSD model. For investigation we'll need to have dump from the machine when the issue occurs and several logs. Please let me know if you are willing to investigate the problem, if yes, I'll be glad to create a support case for you.
Luiz, can you please let us know if you also have a Crucial SSD and if you will be able to provide information for investigation.
Thank you.
Sure I would be willing to help investigate this issue, but it will take a few days to respond.
Somehow, Dell and Crucial should be on the Acronis playing field.
Hello NJ24,
I've created a support case for you (you can see it under your account) and you'll be contacted soon with detailed instruction on how to gather logs requires for investigation.
Thank you in advance for cooperation!
Hallo Anna,
I want to help in solving this problem (if that is useful). Can I also receive instruction?
with cordial greetings.
TI2014 too with win 8.1 SSD
Hello Vrijenban,
thank you for reaching out!
Yes, it would be really cool to have reports from your machine too.
I'll send you instructions in a PM in a couple of minutes.
Fancois, I see that you already have an open support ticket. Please share your observations with the support professional so that we can determine if it is the same issue.
Thank you!
Hello Anna,
I confirm that only after installing ATI 2015 (using Windows 8.1) the issue started to happen (never happened with ATI 2014 and Windows 8.1 - always worked very well).
It always happened with build 6055 and/or build 6525. And continues to happen.
The problem always happens when doing my scheduled weekly backup. There's a lockup, the clock freezes (as seen on the bottom right corner of the screen).
Although I have a Intel SSD for my C drive, that entire disk backup (scheduled for 2 AM) seems to be OK. The problem really happens when doing the final scheduled backup (at 3:30 AM), which is for a common hard disk. That backup is for selected directories on drive D. By that time is when the clock is frozen.
It really seems to me that the final backup for drive D is good. The backup is validated (there's the green tick mark) and I can open the '.tib' file and see the directories/files.
I tried changing different settings, but to no avail. The only way to use the computer again is doing a reset.
Thank you,
Luiz Peyon
Hi,
I have installe true Image 2015 on Windows 8.1 ( with a SSD boot Disk ).
I have build 6525 and I downloaded according to TT 19638 the Scheduler 2 Build 8216.
The problem is that I Define a new Backup ( File backup with two files => Small !! ) and when I start the Backup then "Sicherung / Verbleibende Zeit wird berechnet..." apears an nothing more.
Not even a targe File / Directory is created.
The same thing happens when defining 2 Files from the SSD ( Samsung SSD 840 EVO 1TB ) or from an explicit hard drice.
With selecting the stop, I will get a question :"Wollen sie Ddas Backup wirklich stoppen" => JA ; and nothing ist stopping
I have created a Systemreport an attached the zip File
Please help me to make a backup. THat waht I am looking forward when I have bought True Image. :-)
RG
Franz
Hello Luiz,
I've forwarded your observations to our expert team.
Franz, apparently you have another problem which also has to be investigated but separately. Since you have active support program, I've created for you a ticket in our database and you'll be contacted by our support professional soon.
Thank you.
Hello Vrijenban,
thank you for reaching out!
Yes, it would be really cool to have reports from your machine too.
I'll send you instructions in a PM in a couple of minutes.
Fancois, I see that you already have an open support ticket. Please share your observations with the support professional so that we can determine if it is the same issue.
Thank you!
they have stopped the tichet....
Hi Anna,
Thanks for your answer.
What is in your oppinion soon?
How will the support professional contact me?
rg
Franz
I had posted the following in a separate string, it would be better here. My problem seems related.
After ATI2015 build 6525 completes a backup of my user files, an icon for Acronis True Image Monitor with an arrow pointing to the right in the icon randomly remains in the Notification Area of my task bar. Two of my three Windows 8.1 update 1 64bit computers essentially lock up until the icon clears. It can take minutes to clear and sometimes not at all. My third computer does not exhibit the problem. In my case I do not have and SSD anywhere in my systems. I did not experience the issue with ATI2014. I know that the backup has completed because ATI2015 sends an email to me stating that the backup has successfully completed. If I am lucky I can log off and log in to recover, but more often I have to reboot the computers to recover. I am able to sometimes run the Windows Task Manager which shows that Acronis True Image Monitor is occupying over 17MB of memory. When functioning normally it occupies on the order of 7.6MB. It seems that the Acronis True Image Monitor process is not completing its task after a backup is completed.
The attached file shows an image of the icon I see in the Notification Area when my computer locks up as well a images of Task Manager with a locked up PC and normal operation.
Hi Anna,
The lockup issue still happens as described before on my comments. This time I could get the System Report and attached the .ZIP file for diagnostic purposes.
Thank you,
Luiz Peyon
I'm having the same issue in a Win 8.1 system with an Intel SSD as the primary boot device as C: drive and a regular 1Tb SATA hard drive as secondary drive in the system. The backup is configured to do a full backup of the SSD and the SATA drive, but as yet has not been able to complete a backup because Windows freezes (CTRL ALT DEL will not unfreeze it).
Just checked the box to receive a notification
Glad I found this post... I have the same issue with both an Intel SSDSA2M160 & my new Crucial CT960M500 with Windows 8.1 64bit. I purchased True Image 2014 and had an issue that Windows would lock up after a reboot within 2-5 minutes after bootup. I figured that I will upgrade to True Image 2015 and that would fix my issue, well it did not. The only thing I can do is use the bootable media to perform backups and restores, which I wish wouldn't have to be. Basically I would create a system restore point, install the True Image 2014/2015 and create a bootable media, then when it locks up, I restore from a previous point which is prior to the installation of True Image 2014/2015.
Same problem. Windows 8.1. Crucial M4 256GB SSD. With ATI2015 installed my PC is unusable, slowly all applications freeze until I have to hard boot.
I have the same problem. Crucial MX100 SSD and after the installation of ATI 2015 Win8,1 freeze complete.
Is there any hotfix ??
I have the same Problem, only with Windows 8 (or 8.1).
Win 7 - Acronis True Image 2015 and Crucial M500 240 Gbyte SSD works fine.
I have an open support ticket, for this total freeze issue. The latest patch download tech support provided, is working.
Backup created, validated, and restored. Only issue, is the backup process is slow at only 8 MB / sec.
Validation is fine at 60 to 80 MB / sec on a SATA II bus with SATA III HDD.
A couple of memory dump files were submitted, along with patch installs, which did not resolve the lockups- before the latest try.
Not to claim the issue is entirely resolved, but at least ATI can be installed and backups scheduled.
i wonder if they will publish the patch or a new build.
Hello Everyone,
we have an updated SnapAPI version that should help. Please contact me via a private message if you are willing to check the solution.
Thank you.
I too am experiencing problems with 64bit Windows 8.1 and a Crucial CT512MX100 SSD as my OS drive.
When any backup operations kick off pc just locks up , sometimes for a minute or two , sometimes longer. Its intermittant , everything just freezes up. Running one now to test and had to wait 30 seconds to finish this line as the whole comp just locks up.
I had it set to attempt a backup if failed , so everytime i missed a backup the next time i turn my pc on its unusable. Only just managed to spot the Acronis task running and put 2 and 2 together.
ok just locked up again. Going to kill it.
A backup job that does docs etc off the same ssd completes ok and doesnt seem to have any performance impact.
Sounds like you could benefit from the offer from Anna for the new SnapAPI module.
i have the same problem
Windows 8.1 with Crucial CT240M500SSD4 240GB M500 SATA
There's already a case open for a refund I've requested.... if this gets fixed. I'll cancel refund.
I've got the new SNAPAPI.DLL .... will be installing this later today ... has anyone else tried it before I give it a go?
My problems have all gone away since upgrading the drive's firmware to the latest MU02 version.
My drive is M500 purchased March ... There's a MU05 formware update that refuses to install - either from Windows or from manual boot.
"No SSDs available to upgrade" or something.
SO I did a clean install of TI 2015 then installed the SNAPAPI.DLL update - and same issue ... it still hangs.
On review ... the firmware ware released 2014 ... so it's likely I DO have the latest firmware for my SSD..... there is nothing more recent.
Hi, I downloaded True Image 2015 trial version on my WIN8.1 with a Crucial SSD and like the others, I had to reboot my computer because it was completely frozen...I really wanted to use Acronis to do my backups but before buying it I want to know that it works on my system. It looks a lot of us are having the same problem...
Arnau
Some more diagnostics .... OK first backup using the SNAPAPI failed ... backup didn't start even.
This was a complete PC backup to USB disk using all the default options.
Then if I specify the backup folder on the same USB drive .. it worked successfully.
Then I tried a complete PC backup to my NAS using all the default options ... the backup completed, but after that the acronis application window went black ... I thought it was going to hang again ... but it eventually came back to life.
This could progress finally.
I just wished Acronis would build the fix into a software release. The software didn't work on my one PC with an Intel and Crucial. Also just bought a new Surface Pro 3, it also fails.
:-(
Well I started using the system for some other stuff and various apps (Chrome) started locking up.
Back to square one again.
Hello all,
using Acronis TI since release 2009, under XP and Win 7, on several PC's, I didn't face any real issue.... till now.
Last weekend, on a freshly built config (ASUS MoBo Z97-K flashed at latest BIOS 2603, 8GB RAM , Core I5 and.... SSD Crucial_CT250MX200SSD6 connected on M.2 port, as primary boot disk), I moved TI2013 from old config under Win 7, to above Win 8.1 x64, what did freeze my system in the next minutes after reboot. Reporting this issue to support, Acronis recommended to upgrade to latest 2015 release, what I did today. And I am very disappointed in the way that problem is identical!!!! In such a way I am close to drop any Acronis product I used up to now. My Synology will probably deliver better stability. Anyway, I have right to use free support for a term of 4 months. So I would give Acronis that period to solve my issue, but what about my data backups? I can't make any copy of my new system, but more than this, I can't read my backup sets from previous releases? What do you propose to a faithful customer, for solving this rather unacceptable issue???? Thanks for your reply. Kind regards.
Hello,
... trying a first time to post my comments, and I got an error. Any idea why my text is seen as a spam?
I have exactly the same issue : Asus mobo Z97-K at latest Bios 2603, Core I5, 8GB RAM and SSD Crucial_CT250MX200SSD6.
I tried with TI2013, but it freezes my system in the next minutes after reboot. On recommendation of Acronis support, I upgraded to 2015, and same issue. Please help, as I cannot retrieve any of the backup I made prior to migrate to my new config.
Kind regards.
Alain
Hello,
... trying a first time to post my comments, and I got an error. Any idea why my text is seen as a spam?
I have exactly the same issue : Asus mobo Z97-K at latest Bios 2603, Core I5, 8GB RAM and SSD Crucial_CT250MX200SSD6.
I tried with TI2013, but it freezes my system in the next minutes after reboot. On recommendation of Acronis support, I upgraded to 2015, and same issue. Please help, as I cannot retrieve any of the backup I made prior to migrate to my new config.
Kind regards.
Alain
Hello, ... trying a first time to post my comments, and I got an error. Any idea why my text is seen as a spam? I have exactly the same issue : Asus mobo Z97-K at latest Bios 2603, Core I5, 8GB RAM and SSD Crucial_CT250MX200SSD6. I tried with TI2013, but it freezes my system in the next minutes after reboot. On recommendation of Acronis support, I upgraded to 2015, and same issue. Please help, as I cannot retrieve any of the backup I made prior to migrate to my new config. Kind regards. Alain
Hello,
... trying a first time to post my comments, and I got an error. Any idea why my text is seen as a spam?
I have exactly the same issue : Asus mobo Z97-K at latest Bios 2603, Core I5, 8GB RAM and SSD Crucial_CT250MX200SSD6.
I tried with TI2013, but it freezes my system in the next minutes after reboot. On recommendation of Acronis support, I upgraded to 2015, and same issue. Please help, as I cannot retrieve any of the backup I made prior to migrate to my new config.
Kind regards.
Alain
Hi
May YOu have a diffrent problem, but I fond that my "freezing problem" can simply be eliminated by unplugging ALL ( although internal! ) cardreadrs.
( It looks like USB3.0 is critical )
Try it, good luck..
RF
Fhopf
I too have the same issue. MX200 500GB Crucial SSD. Windows 8.1 x64.
Windows hangs before I can even do the restore
If I disable the acronis services - it does not hang at all - so that confirms to me that is is the acronis software that is the cause.
the install of acronis true image hd is 17.0.0.4515 (downloaded today).
I was able to make a backup of my previous drive (Samsung EVO SSD 256GB) without any issues.
Its only now I wish to do the restore onto a Crucial MX200 500GB SSD that I seem to be having all this problems.
Can you please fix your software asap.