Are your keyboard and mouse attached directly to the computer or through a USB hub (remove the hub from the equation if using one).  Are they attached to USB 3.0 ports or USB 2.0 ports - try USB 2.0 ports if using 3.0.  

You're currently using the Linux default bootable media - what happens if you download the Windows ADK (use Win 10 ADK - even if running Windows 7 - it will give you the newest and best driver support for WinPE) and then create your bootable media as WinPE?  Same issue or does the keyboard and mouse work then?  Downloads to the English version of Windows ADK are in my signature block.

keyboard is: Gear Head KB1500U Mini Keyboard USB 89 Key Win 7 etc.

i have been using this same kybd on other machines with no issue. including this same kybd on this same machine with ATIH 2014 prior to rebuilding it with all new s/w. s/w that included 2015 ATIH since i had no more lic.'s for 2014.

kybd works in bios, in windows, etc. but not with rescue CD.

have not tried new kybd., and honestly this is for a standard machine build and i'd like to keep it standard. i could try another kybd for debug purposes but will want this one working in the end.

mouse works like kybd, everywhere but with rescue disc.

so i take it that the latest 6613 build never fixed this issue from last year?

is the solution to make another rescue CD with added script?

hi bobbo

i usually have kybd & mouse attached via hub to usb 2.0 on SBC and has not been issue on ATIH 2014.

the original HDD had 2014 on it and worked well with hub / kybd /mouse.

i reloaded windows and with new s/w when i upgraded SBC.

since i was out of 2014 licenses i used one of my 2015's with build 6613 from web.

when i could not use kybd or mouse with rescue i tried without hub. same issue.

the only AMI bios item i had to change to make new SBC work with other hw was to disable legacy usb support.

could this be an issue with Linux rescue CD?

as far as win adk... all i have to do is download / install and then make rescue CD as normal? is there a winpe option in ATIH or something?

Hi Thomas, I suspect it is compatibility with Linux media.  When you boot to the recovery disk, do you get the colorful GUI menu right away or a black screen with white letter options to select from first?  The color GUI menu would suggest that you are booting to the legacy 32-bit mode and the black screen with white letters would suggest the 64-bit UEFI mode.  Not sure what type of system you have, but whatever you need to press afer reboot to get to the boot override menu (F12 for Dells... HP is often ESC followed by F9, not sure about other manufacturers), see if you have a regular USB entry and/or a UEFI USB entry.  If you have both, try one, then the other and see if one works better.

For WinPE, yes, once you've downloaded and installed the Windows ADK, Acronis can do the rest. I don't have 2015 installed anymore, but I believe the windows 10 ADK (ADK 6.0) wil work with 2015 as well, if not, you should use the Win8.1 (ADK 5.0) instead, but try the Win 10 ADK first (it's fairly large download - close to 4GB, so keep that in mind if you have metered downloads). 

Once installed, when you create your bootable resuce media you should get a WinPE option similar to the one in my screenshot from 2016.  Here are the 2015 instructions with screenshots.

48152: Acronis True Image 2015: Creating WinPE Media with Acronis Plug-In

bobbo

i installed adk 10 & aik 7 & media add on, made winpe rescue cd. still no mouse or keyboard. asked to press any key to boot from cd, but did not see my key press.

then uninstalled adk 10 & installed adk 8.1. same result.

then i made a acronis rescue cd with script force_modules=usbhid. it did boot to cd, but i could not select Atih because kybd & mouse did not work. was same as when i did not use script.

btw... i am using same kybd & mouse to write this message on same pc.

help?

I'm running out of ideas.  There isn't a device (mouse/keyboard/hard drive/RAID controller) that has yet to work with WinPE if it has the correct drivers. WinPE, regardless of what is installed with it (like Acronis).  WinPE is basically Windows with limited functionality but has all the same basic driver support as full Windows as it comes out of the box for the installer.  If you make a Win10 PE with ADK 6.0 and it's still not picking up, I'm stumpped.

The one thing that stands out to me now, is that you're being prompted to press a button to boot to CD and that keystroke is not being recongnized there.  That is a bios-level prompt, not an Acronis or WinPE prompt.  

If possible, I would suggest trying to create your bootable media to a flash/thumb drive which does not have this prompt and see if your keyboard/mouse work then when it goes straight to the bootable media OS.  If it does, which I believe it will, I'm inclined to think this is a BIOS level issue (why only being seen with your Acronis media - I have no idea, but the "press any key to boot to media" is bios level.  

What type of system/motherboard are you using?  In the bios, do you have fast USB or a setting for bios ehci hand-off or xhci handoff available?  If so, is it enabled or disabled - try switching to the opposite of what it is set to know and see if that does the trick.

In addition to ehci / xhci options, if your bios is older you may look for option similar to "USB DOS" and enable that if it is available.

https://esoftwares.wordpress.com/2008/08/04/press-any-key-to-boot-from-…

Otherwise, I'm out of ideas and would recommend using a bootable USB flash drive instead of the CD as once the flash drive boots up, the embedded drivers will take over and should work in default bootable ATIH linux recovery (usually), but defintely with WinPE that was built with ADK 5.0 or 6.0.

well...

while you were repying i remembered one other thing that has changed since last time i booted rescue from CD.

that is that i had a USB device when plugged in would not allow windows to boot at all.

disabling legacy usb settings allowed pc to boot with this device plugged in.

so i unplugged it and changed ami bios setting back to enable and now kybd & mouse work with rescue cd with or without scripts.

darned if i do...

now i just have to figure how to make both work. i'll try usb boot.

if not then it's back to devcon scripts in group policy to disable USB port...

Phew!  At least the mystery is solved!  Good luck with the device/settings conflict though!

I know it's probably inappropriate to mention a competing product- but after having several of the problems with Acronis that are mentioned in numerous threads in this forum- I tried a competing product- Macrium Reflect- which so far, has none of these problems. As for the problem with the boot media- it doesn't waste time with a Linux media-- it simply creates a WinPE. It looks at your system, then decides which files to download- then gets them- then it examines your system and if it can't find a driver, it tells you which device it can't find the driver for- then it's easy to look in Device Manager, find the device, see what the driver is and where it is- then go back to the WinPE process and tell it where your driver is- and voila, it produces the WinPE- it couldn't be easier. I looked at several other backup programs and didn't find one that made this so easy.

Macrium Reflect has easy access to its logs; while it's doing its work, it's giving you excellent feedback on the process; it seems to be faster too. I had to restore my boot drive on my old Dell after something went wrong- and I was shocked at how fast it was. When I needed to upgrade my new Dell's SSD to a larger one, the process was very smooth, much smoother than when I did the same on the old Dell.

Sure, some of you don't want to spend more money- but, you can get a free version of Macrium Reflect which does most of the things that most of us need. It makes more sense to spend the money or use the free version rather than endlessly struggling with Acronis.

Joe

Joseph, the issue turned out to not be Acronis at all, but was a local bios setting Thomas had configured himself.  Unfortunately, and no disrespect to anyone in the forum (it happens), a good majority of compatibility issues with Acronis are user-induced, unknowingly - certainly not all, the product does have its ups and downs.  However, we all maintain our systems differently, run different applications, customizations, settings, use different hardware etc.   Some have upgraded from XP to 7 to 8 to 10 or some combination along the way bringing along issues that existed from before that creep up down the road.   I didn't read through all of your posts - just skimmed them, but you have upgraded along the way quite a bit (an 8 year old Dell imaged to a new SSD - which was succesful - I'm glad) and have had "system trouble" that you relate to Acronis at times, but not sure that is always accurate (for instance, upgrading to different version of Acronis 2015 somehow broke Outlook?).  These could certainly be other OS, software and/or hardware issues, but that's not really here or there.

Macrium may very well be uesful for others - I'd encourage anyone to use what works best for them.  Being able to backup and recover successfully and safely is the ultimate goal we're all looking for.  Remember the grass is not always greener though.  Macrium Free doesn't give you a lot of the features that the paid version of that product does and I'm not sure I'd agree that the free version would meet most people's needs either (although that's up to each person to decide for themselves).  If you do need those features, you'd be spending a minimum of $80 for a single license.  The free version does not do incrementals (only diffs), has no encryption (no password protection of backup files), cannot do file/folder backup or recovery (only full disk/paritions - have you tried to recover a single file/folder with the free version yet?), does not allow for notifications of backup job success/failure, has no dissimilar hardware restore and has no technical support.  The paid version adds these features but is not without issues either - even the offline bootable media expires if you do not renew, which is something that Acronis does not limit.  Check their forums, they have similar problems too - particularly those, that you guessed it, have upgraded from previous versions of the product, or have upgraded their OS either with the product installed already, or before installing the product.  Also, they do not support previous versions at all - they lock the forum after a year so you won't even get user support like you do with Acronis.  For those who do need/want it, Acronis offeres unlimited Cloud storage and is improving the Cloud features more and more and that's something that none of the other backup products I've tried offer at this time. 

I do like how Macrium implements WinPE directly into the application - well, it downloads and installs it for you to make it seem seemless anyway.  I hope to see Acronis add this feature in future releases as well.  This is has been a topic of great interest in the MVP program and something I think we will be seeing soon (hopefully).  We should also be seeing increased support for drivers in the default Linux builds as well, but we'll have to see how Acronis responds as well.

If you do settle on Macrium as your main and/or only backup solution, moving forward, please post back from time to time to let us know how things go after multiple version upgrades, OS upgrades and recoveries from the product.  

I have True Image 2016 for my XPS 15 9550 laptop.  When I make a standard bootable rescue media on usb, it backs up the partition.  But, when I close the program using the touchpad on the laptop after the back-up, the program gets stuck and doesn't get closed.  I just need to force it down by pressing the power button.  Please suggest.

I am not sure this is the right thread, but don't see how to easily locate the relevant thread using the search menu. Thanks.

JY Lee wrote:

I have True Image 2016 for my XPS 15 9550 laptop.  When I make a standard bootable rescue media on usb, it backs up the partition.  But, when I close the program using the touchpad on the laptop after the back-up, the program gets stuck and doesn't get closed.  I just need to force it down by pressing the power button.  Please suggest.

I am not sure this is the right thread, but don't see how to easily locate the relevant thread using the search menu. Thanks.

Every time I close ATI's boot media on my Dell desktop, it does the same thing- that is, it doesn't close properly and I have to turn the system off. One of the many reasons I've moved to an alternative backup progam as I noted earlier, which has a nice boot media which closes as it should. It is true that the alternative program also has issues, but, I find it's user interface much superior.

Joe

Joseph, this is the reason you left for another product?  Yikes.  Thanks again for once again coming back to post how you've enjoyed leaving Acronis. I'm still looking at that other forum and see a bunch of issues over there too.  Again though, glad your new solution is working for you.

JY.  I too get this sometimes.  You can press your computer restart button if it gets hung up closing out.  This is not uncommon with some LINUX bootable media when exiting out of RAMDISKs. The WinPE version of the Acronis bootable doesn't have this issue.

Regardless, The Acronis bootable environment is in a RAMDISK (temporary memory hard drive).  Rebooting the machine or restarting it has no impact on the physical hard drive or Windows OS.  There is no reason to build or use the Acronis bootable WinPE recovery media if this is the only issue your having, after have already done what you needed to within the Acronis environment.  If it does bug you though, please create the WinPE Acronis bootable media and you wont' experience this. 

Thanks for your prompt reply.  Yes, this is the only issue that I have now.  Can you also share the link showing all detailed procedure about how to make WinPE Acronis bootable media?  Thanks.

Jy - I couldn't find the 2016, but the 2015 one still applies  https://kb.acronis.com/content/48152

With Acronis 2016 build 6559, the media builder is included in the installer so you don't have to download and insall the media builder add-in anymore.

Basically, if you don't already have Windows ADK installed, it will prompt you to install it first.  Once installed, just run the WinPE media builder option in Acronis (instead of the default Linxu boot media builder) and it will do the rest.  Personally, I would grab the ADK directly from Microsoft to make sure it's the most current.  Windows ADK does NOT have to match the OS you are running.  As a result, I recommend getting the Windows 10 ADK and installing it since the drivers that come default in Windows 10 have the best compatibilty - especially for newer PCIE NVME hard drives like the Samsung 950 Pro / 951 OEM drives... it also supports eMMC flash hard drives (cheap Windows tablets) out of the box.

WELL, WELL WELL...here it is 2017 almost...and I've seen posts about mice & keyboards going back as far as 2009! Why in the HELL haven't you fixed this SIMPLE issue yet??? theoretically you could put all the generic mice/keyboard drivers in your restore media with little significan't filesize increase...but the thing is, you NEVER actually change it, do you? You just change the damn numbers...it's the same damn software you've had for 10 years now...well guess what? It's stopping to work at all anymore...and you idiots will be out of business pretty soon!

not true...2017, and there are NO instructions...just a couple of links. Nothing tells you what to do wtih them. And I should have to "build" my media...for a feature I PAID for...YOU should build it...put it in an ISO FOR ME, and let me burn it. What the hell am I paying for anyways? To build my own crap?????

And I can't help that your crappy forum software doesn't put the reply "with" the actual post is goes with...so I guess you will have to figure that out on your own.

Donna, not sure who you are wanting to have a rant at with your posts above - if it is intended to read by Acronis then you are out of luck as this is just a user forum and you are posting against a forum topic that was originally created in 2014.

The MVP's in this forum are just users the same as yourself - we do not work for Acronis or get paid by them - we just have a little more experience in using the products and can offer that experience to try to help other users who post in the forums.

If you have an actual problem with Acronis True Image, then please open a New Topic in the relevant forum for the version of the product you are using, then we can try to help you to resolve the issue.

With regards to Acronis providing an ISO of the bootable rescue media, this has always been available to registered users via your Acronis account in the downloads page of your registered product(s) - that was true 10 years ago and is still true today.  The ISO in your account will always be the latest build version but will also be the standard, Linux OS based, rescue media.  Acronis is not permitted to distribute the Windows PE versions of the rescue media because of Microsoft licensing rules, those have to be built individually by the users using the tools that Acronis provide in the ATIH application.

Yeah, I figured since it's on "their" domain, thay are at least connecte. Wiondows PE...my point exactly! Their own boot media doesn't work with new hardware AT ALL...and so what's the point? The keyboard/mouse issue is a good 10 years old, and still not resolved...and their stupid boot disk/recovery media, really donesn't appear to have changed in 10 years or more. Yes, I'm ranting...i ran into like 20 issues...when you add uip website issues, support issues that paid clients are "supposed" to get, media issues, licensing issues...not one thing works, except the actual backup...but what good is that if you can't restore on a current updated high-tech machnine? I should NOT have to resort to building my own PE version, they should have a RESTORE FEATURE THAT WORKS. (of course I know they have one, I'm not an idiot, just mad)

For the record, I'm aware of what's available and "how" to use it...I"m not a child, and I"ve been with Acronis probably as long as you have, which is the part that pisses me off more...cause at the end of the day, new clients mean more to them. I even had to around and around to figure out how to get an upgrade disscount that is automatic to first time buyers...I would dump them, but unfortunately all my backups are in .tib file format...so they have me over a barrel.

So forgive me if I'm having a problem being cordial with them...if you don't like it, don't read. 

Donna, you are posting in the ATIH 2015 forum - is that the version that you are using and having problems with?

If so, then Acronis are no longer producing any updates for ATIH 2015, however, they are producing new updates for both the 2016 and 2017 versions, updates which include device driver support in the rescue media for many of the latest devices which previously did need the use of Windows PE media but which is now included in the standard Linux OS based rescue media.

Acronis have also made a significant change to support with the introduction of ATIH 2017 where you would now get a minimum of 1 year of support (instead of the previous 30-days from date of purchase with all earlier versions).

No, I have 2017. This is where the link brought me to... So see what I mean...? That's just another thing that didn't work like it was supposed to with them. I was seeking support, and just followed the links they have me.... And wound up here. Didn't even notice...I also followed a contact link I thought would get me a phone number, but that line wanted me to purchase support. I literally looked for hours and had like, 20 browser windows open just going around in circles... It shouldn't be that freaking hard top find support. None of my other products I purchase that are this well known and recognized have the issues they seem to have. Maybe I'm having a steal of bad luck, I don't know. I do know it's not rocket science. maybe everything is hidden or something unless you are logged in... And if that's the case, they should maybe say that in big bold letters in plain sight.

I was seeking support, and just followed the links they have me.... And wound up here. Didn't even notice...I also followed a contact link I thought would get me a phone number, but that line wanted me to purchase support. I literally looked for hours and had like, 20 browser windows open just going around in circles... It shouldn't be that freaking hard top find support.

Support is super easy to find... It's at the top of every page... see screenshots - it's literally a 5 second process to get a chat session going. If you pick a technical issue instead of customer care, phone support is open if you have a cloud subscription too.  YOu can get to chat whether you're logged in or not, but I find it easiest when not even logged  into my account.  Here is the direct link for future reference:  http://www.acronis.com/en-us/support/contact-us.html

Honestly, there's a lot of VOLUNTEER and user help here in the forum (this is a user forum, even us MVP's are users and we're not paid by Acronis). Coming into a user forum and venting at those who like to offer help doesn't really benefit your cause though.  You're less likely to get assistance, but up to you if you want help or not.

Their own boot media doesn't work with new hardware AT ALL...

Not true at all.  It works great with many new systems and old systems alike.  However, there can be driver issues depending on different hardware in systems - especially those with the latest technology as hardware comes out first, then software developers write applications and drivers for it (I wouln't bank on everything working directly with the Surface Pro 5 for a couple of months after it's released).  

Acronis default media is Linux because it's open source and that means Acronis can provide pre-built bootable media to customers.  Unfortunately, Linux drivers are lacking in areas such as RAID controllers (in some cases) and newer hardware with touch screens and specialized touchpads that were designed with Windows in mind (Surface Pro 4 is Windows only and many other OEM laptops are Windows only as the manufactures don't provide Linux OS or Linux drivers to go with them). A lot of these issues can be cirumvented by using a standard UsB keyboard/mouse if you have them available.  

That said, in addition to the default Linux media, Acronis also provides a Windows PE builder directly in their software which uses the same available drivers directly from the Windows ADK (these are the same drivers you find in the Windows installer discs for the same version of Windows).  It's a big package to download so it's not installed by Acronis directly and as it's provided by Microsoft, the size is what it is.  

Even then, Windows doesn't provide all of the 3rd party drivers for different hardware and those have to be obtained from the manufacturers.  You can, however, add drivers into Windows PE, using Microsoft DIMS ADK tools/commands.  This is all command line by Microsoft, but there are easier tools to help with this and MVP's have pointed countless users to them where they have been able to follow the process to success. https://forum.acronis.com/forum/112372#comment-387006.  It is a little work on the users part, but that's because Windows doesn't allow distribution of Windows PE as only licensed systems are allowed to build it for their own recovery.  Even if Acronis could, they're never going to be able to get all of the drivers for every type of hardware in every single release of the softwae as technology is ever changing.  You can always inject the extra drivers in your own setup though with a little bit of learning and once you have it built, that's it, you're done.  

I've attached the MS ADK EULA if you care to read it. 

Steve Smith said, "Acronis is not permitted to distribute the Windows PE versions of the rescue media because of Microsoft licensing rules, those have to be built individually by the users using the tools that Acronis provide in the ATIH application."

But that isn't a problem with Macrium Reflect backuup program. That program does the entire job- downloads the correct Windows PE, examines your PC and creates the Windows rescue media. I was blown away with how easy it was.

Joe

Joe, I agree that Macrium does distribute the Windows PE media but this is not offered as a ready created download in ISO format - you still have to do like the Acronis Rescue Media Builder does, and create this Macrium WinPE media from within their application.  The key difference that I see, is that Macrium defaults to using a minimal Windows PE environment (sufficient for the job) whereas Acronis gets the user to download the full Windows ADK and leaves it to the user to know not to install the whole 7+GB of this when only 3GB is needed.

Hi,

maybe your BIOS setup do not supporting USB devices(mouse or keyboard) 

go to your BIOS setup of your computer then enable USB mouse support and USB keyboard support.

Hope this is useful;)