Crucial OEM version has 'killed' my laptops touchpad
Touchpad was fine on old HDD
HDD was cloned to Crucial SSD, booted nice and quickly, but touchpad does not work at all.
Uninstalled Acronis and rebooted, as 100% fix, suggested elsewhere on the forum...
Touchpad still dead...
Updated touchpad drivers (still on a spare USB mouse!!) ... No joy!!
Swapped back to HDD ... Touchpad OK
Swapped back to SSD ... Touchpad DEAD
Please advise, next step is, in a couple of days, if not resolved, drive is getting returned to Amazon
(BTW Crucial support, via webform, haven't got back to me, so I'm losing confidence in them!!)
Crucial OEM version has 'killed' my laptops touchpad
Please see KB 2201: Support for OEM Versions of Acronis Products
Steve Smith wrote:Crucial OEM version has 'killed' my laptops touchpad
Please see KB 2201: Support for OEM Versions of Acronis Products
Thanks for the reply, however:
1) Its trying to push me toward paying £30, for something recommended by Crucial, that should have done the job right in the first place ... As its let me down this time, I don't feel inspired to pay for the full version
2) My issue isn't addressed in that help section
IanL-S wrote:Does the touchpad appear in Device Manager, and is there an indication of a driver problem. Does update driver fix the problem?
I assume you have checked the Maufaturer's website for the latest drivers. If that does not work there may be a newer bios that will fix the problem.
Some more information would be helpful; the model of the Laptop (+ manufacturer), the OS being used (for example Windows 10 Pro 64 build 1903).
Ian
Yes, the touchpad appears in device manager, and device manager reports the device is working.
No, updating the drivers did not help, no driver roll back did not help, nor did uninstalling and reinstalling drivers
I'm not prepared to 'reflash' bios (and potentially wreck my system) ... Touchpad works on HDD, not on SSD clone, therefore cloning software did not clone 'like for like'
Acer Inspire 5320, Win 10 Pro 64 bit... 500Gb HDD (~180Gb used) cloned to 500Gb MX500 Crucial SSD
Are any staff members on hand to help? ....
Mathew, how exactly did you perform the clone here?
Was the new SSD installed in place of the laptop HDD drive or was it connected externally?
OEM versions of ATI are typically based on older versions such as ATI 2016 which normally require a reboot to perform a clone if started from within Windows, and boot to a temporary Linux environment with limited device support.
The recommended method for cloning in older versions of ATI is to create then boot from the Acronis Rescue Media (using the same BIOS mode as used by your Windows OS), and to do this with the new drive installed in place of the original drive.
Having the SSD installed internally should remove any issues caused by it being connected via an adapter to convert a SATA device to USB.
Please see forum topic: [IMPORTANT] CLONING - How NOT to do this - which was written after dealing with many cloning issues in the forums.
Steve Smith wrote:Mathew, how exactly did you perform the clone here?
Was the new SSD installed in place of the laptop HDD drive or was it connected externally?
OEM versions of ATI are typically based on older versions such as ATI 2016 which normally require a reboot to perform a clone if started from within Windows, and boot to a temporary Linux environment with limited device support.
The recommended method for cloning in older versions of ATI is to create then boot from the Acronis Rescue Media (using the same BIOS mode as used by your Windows OS), and to do this with the new drive installed in place of the original drive.
Having the SSD installed internally should remove any issues caused by it being connected via an adapter to convert a SATA device to USB.
Please see forum topic: [IMPORTANT] CLONING - How NOT to do this - which was written after dealing with many cloning issues in the forums.
I used a USB to SATA adaptor for the SSD, and left the inbuilt HDD in the laptop in place, and just followed the instructions on the OEM cloning software, and had the cloning mode set to 'Automatic' .... i expected the software to 'just work' and clone like for like TBH .... So, I have to clone my exisiting HDD to an external USB hard drive, then 'recover' from external hard drive to SSD within the bay? .... Sounds like a faff...
Steve Smith wrote:Mathew, how exactly did you perform the clone here?
Was the new SSD installed in place of the laptop HDD drive or was it connected externally?
OEM versions of ATI are typically based on older versions such as ATI 2016 which normally require a reboot to perform a clone if started from within Windows, and boot to a temporary Linux environment with limited device support.
The recommended method for cloning in older versions of ATI is to create then boot from the Acronis Rescue Media (using the same BIOS mode as used by your Windows OS), and to do this with the new drive installed in place of the original drive.
Having the SSD installed internally should remove any issues caused by it being connected via an adapter to convert a SATA device to USB.
Please see forum topic: [IMPORTANT] CLONING - How NOT to do this - which was written after dealing with many cloning issues in the forums.
I used a USB to SATA adaptor for the SSD, and left the inbuilt HDD in the laptop in place, and just followed the instructions on the OEM cloning software, and had the cloning mode set to 'Automatic' .... i expected the software to 'just work' and clone like for like TBH .... So, I have to backup my existing HDD to an external USB hard drive, then 'recover' from external backup hard drive to SSD within the bay? .... Sounds like a faff...
See KB 2931: How to clone a laptop hard drive - some text copied below:
If you have decided to replace the hard disk of your laptop with a new one, you can use Acronis True Image to do the cloning.
It is recommended to put the new drive in the laptop first, and connect the old drive via USB. Otherwise you will may not be able to boot from the new cloned drive, at Acronis True Image will apply a bootability fix to the new disk and adjust the boot settings of the target drive to boot from USB. If the new disk is inside the laptop, the boot settings will be automatically adjusted to boot from internal disk. As such, hard disk bays cannot be used for target disks. For example, if you have a target hard disk (i.e. the new disk to which you clone, and from which you intend to boot the machine) in a bay, and not physically inside the laptop, the target hard disk will be unbootable after the cloning.
(!) If you are using Acronis True Image 2017 or earlier, the cloning should be done from Acronis Bootable Media (created on CD/DVD or Flash). When cloning from Acronis Bootable Media, you do not need to have an operating system or an Acronis product installed on the new drive. You do not even need to have the new drive formatted to do the cloning. For information on Acronis Bootable Media see Acronis bootable media.
Even when you start cloning in Windows, the computer will reboot into the Linux environment the same as when booting from the rescue media. Because of this, it is better to clone under rescue media. For example, there may be a case when your hard disk drives are detected in Windows and not detected in Linux. If this is the case, the cloning operation will fail after reboot. When booting from the rescue media, you can make sure that Acronis True Image detects both the source and target disks before starting the cloning operation.
If you are following instructions provided by Crucial for how to perform cloning, then as per the earlier post about OEM support, you need to contact Crucial if things do not work as expected.
You can check what actual equivalent version of ATI you are using by looking at the version number. ATI 2016 = version 19.
I don't know what the cloning instructions are, but from experience, the best success with cloning is when you go as Steve has described:
- the original disk is taken out of the computer and put on a SATA adapter
- the target disk is in the computer.
- you perform the operation from the Acronis recovery USB key that you have to produced.
- unplug the source drive before rebooting
Mathew, with the SSD installed are you able to enter the BIOS and see if the touchpad fails there. Just wondering if the failure is within or outside the scope of what is on the hard drives.
OP,
There is a bug in earlier versions of True Image where Universal Restore was being applied during a clone process (for some - especially on Win 7 machines). Not sure if that applies here - we don't know what version / model of the True Image software came with your drive, or what Operating system you're using.
As a test, forget the clone and take a full disk backup (save to a different drive or location). Use your rescue media and restore the backup to the new drive, instead of using the clone process and see if that fixes the issue, or not.
Alternatively, or if it doesn't, remove the touchpad device in device manager on the restored or cloned drive and opt to also remove the driver with it at that time. Reboot the machine at that point. Check if a default driver is loaded at next boot and if it works, or not. If not working, then install the current driver again from the manufacturer, reboot and test again. FYI, I have an older ASUS T-200 2-in-1 laptop that came with Windows 8. I have been running Windows 10 (currently on 1903) since it came out. HOWEVER, I have never been able to get a Windows 10 driver for the touchpad on this system and it usually fails to work after every major Windows update, and sometimes after a recovery. I have to go back and install the original Windows 8 driver for the touchpad to get it working again on this particular machine.
Also FYI - The OEM versions that come with drives are often outdated (not sure what your version is, but it's usually some form of 2016 - a few years old and probably impacted by newer OS updates from Windows - Windows 10 versions keep changing under the hood. The OEM versions are also modified by the manufacturer to limit functionality and not directly supported by Acronis. If there are issues with the OEM software, you really have to take it up with the manufacturer of the drive because Acronis, as I understand it but I could be wrong, does not have control over the modifications that the OEM makes to the software that they are distributing.)
With reference to Crucial OEM instructions... They actually tell you to clone from HDD is situ, to SSD on USB SATA adaptor, using automatic mode disc clone..
So, I was actually following Crucials instructions
https://uk.crucial.com/gbr/en/ssd-install-2
@BrunoC ... I cant access the touchpad, or any IO from my BIOS its old school multicoloured DOS style.. Can see system info, boot order, drives, security, time date, but no other hardware stuff
What size pen drive do I need for the recovery USB drive (I have a 64gb general usage, that i dont want to overwrite, and a 64Gb with the Acer Windows 10 recovery on it)...
I think I might have a 16gb kicking around
What size pen drive do I need for the recovery USB drive
2GB is fine for recovery media - with older versions, 1GB would work too but became too small after ATI 2018 with WinPE media. 64GB is too big and won't boot in all likelihood as MS set a limit at 32GB.
Unfortunately, the OEM instructions have led to many users having significant problems if followed blindly, hence why forum topic: [IMPORTANT] CLONING - How NOT to do this - was written at that time.
So, I found a 16gb pen drive..
Swapped the SSD out, and the HDD back in, with intent of removing extra partitons and formatting the SSD on USB SATA, so as to start again0, as per forum instructions.. (recovery USB pen then recover from HDD on USB to SSD in bay)
Now the touchpad has failed on the original HDD install too...
Crucials fault for bad methodology instructions on website, and partially acronis fault, for not cloning like for like...
Can customer service contact me ASAP please
Can customer service contact me ASAP please
Please see KB 2201: Support for OEM Versions of Acronis Products - Acronis does not support OEM versions of the application. This is also just a user forum.
You can try to contact customer service yourself though...
Bobbo_3C0X1 wrote:You can try to contact customer service yourself though...
Have self resolved this one, and its wierd
(dont know why a clone would affect one or both drives this way)
Went to Services.msc
Found 'SynTP_blah_blah' service for Synaptics pointing device ... was ... "Stopped"..
Set to "Automatic", rebooted and touchpad is working again :)
Issue fixed
Congrats, Mathew. Perseverance has won again.
Excellent news!
I'm not sure how the original drive would be impacted either. Once of the keys when cloning (or recovering from a backup with the original disk information), is to ensure that you disconnect the original drive before ever trying to boot the system. You should not attempt to have an original disk and a clone attached at the same time when booting (especially if they are both internal disks), or you may run into a disk UUID collision. The bios will treat both disks as 1 and may attempt to fix the bootloader on one or both drives to resolve the conflict of having 2 physically present disks that appear to be exactly the same. This can cause boot issues for sure, but have not seen anything like this about specific drivers in any version of True Image unless there was a mistake where the original disk was cloned to the new one and then the clone was accidentally cloned back to the original disk.
If/when you clone in the future, regardless of the backup / clone tool, always take some type of full disk backup first - this may be your safety net if things go south and there is no possibility to fix it! And, always try to remove the original disk and set aside so that it can't be impacted by any additional cloning, changes, etc. Worse case, you take out all new drives, install the original (without it ever being touched in the process by any software) and it should be like nothing ever happened. And if things go really bad (like the disk is dropped and physically fails), then you still have that safety-net backup!