ATIH 2011 w/ Plus Pack - prevent computer from sleeping setting not sticking after reboot

Hello mikeyjames,

Thank you for the detailed information and issue description provided! I understand your concern, and will be glad to assist you.

I have checked with the Developers: they are not aware of such issue with Acronis True Image Home 2011 Update 2, and it was never reproduced in our environment. Thus we would appreciate a chance to investigate the problem. Could you please provide us with the Acronis Info from the problem machine? It contains logs that might help us to localize the issue. 

Let us know if there's anything else we could help you with.

Thank you!

Hi
Here are the steps taken since last post
1. Uninstalled ATIH and Disk Director 11
2. Used Acronis clean-up tool to remove all traces of programs
3. Reinstalled ATIH 2011 and DD 11
4. Set computer to sleep in 3 minutes
5. Set 4 x incremental disk backups in ATIH (3 x scheduled, 1 x manual)
6. The “prevent computer from sleeping…” setting ticked for all scheduled
7. Ran all 4 tasks manually
8. Took nearly 3 hours and computer did not sleep and tasks finished
9. Closed ATIH
10. Computer then went to sleep after 3 minutes
11. I woke computer
12. Opened ATIH and “prevent computer from sleeping…” setting still ticked for all scheduled tasks
13. Closed ATIH and shutdown computer
14. Started computer
15. Opened ATIH and now “prevent computer from sleeping…” setting unticked for all scheduled tasks
16. Manually ran all tasks again
17. Computer slept before finished
18. Woke computer and task finished
19. This cycle repeated two times until all tasks complete

Basically, the “prevent computer from sleeping…” setting always becomes lost when I reboot the PC.

I have run the info tool as requested and sent the output to you

Thanks for your help

Michael

Dear Mickeyjames,

thank you for the detailed info provided, I really appreciate it.

I have forwarded the issue information to the Development team (please check your e-mail and let me know in case you haven't received 2 notifications: about the case creation and escalation. It's important for us to know that we're in touch). Currently our testers are working on reproducing the issue, and as soon as we have any news, we will immediately update you.

Please let me know if you have any questions or concerns, I will be glad to help you.

Thank you for cooperation!

I just upgraded my 3 Win7 computers with a Windows Update. The update required a computer reboot.

I have True Image Home 2011 installed on each computer. After the reboots, the option to "Prevent Computer from Sleeping" was reset (unchecked).

So I am able to duplicate this problem on all three of my computers. One of them is Win7 64-bit.

When I check the option again, it stays checked until I reboot the computer. After a reboot the option becomes once again unchecked. VERY FRUSTRATING.

EDIT: If it helps... For each computer I upgraded to the latest version when I launched True Image and it notified me that there was an update available and if I would like to upgrade. I did not uninstall and reinstall True Image. I let the software upgrade itself. So perhaps something with the schedular didn't get updated properly.

Hi,

I upgraded ATIH 2011 to the latest version on the weekend. A couple of days later there was quite a few updates Windows installed as well. I wonder if it's an issue with one of the updates Windows installed changing something and no longer allowing Acronis TIH the necessary privileges (or something like that) to save the setting on reboot.

When I get home from work I'll post a list of the Windows updates that were installed. Maybe we may see some common updates that could be the culprit.

BTW - I initially just let ATIH update itself too.

Cheers
Mick

Hi again,

Here is a list of updates that were installed to Windows 7 on 15th June.

Do any of these match updates that you installed??

Cheers

Mick

Here's a list of updates installed on my Win7/64bit computer. (I don't have MS Office installed)

The updates look similar on my other Win7/32bit computers.

Hi
Looks like every update on your list (15/6/11) was also installed on my computer on the same day. Here's hoping tech support can figure out which update is maybe responsible. If I get time I might unistall them and reinstall one by one and see if I can find out myself.

Cheers

Mick

Hey,

I was able to uninstall KB2503665, 2536276, 2525694, 2536275, 2476490, and 2544893. Windows wouldn't let me unistall any of the others.

Anyway, sad to say unistalling the ones I could had no effect. I wish I had an image before I installed the updates to check but I don't - when trying to resolve the issue and reinstalling ATIH I deleted all my old images.

Cheers

Mick

The ‚unchecked’ option problem “Prevent the computer from sleeping during task execution” after reboot exists under Windows 7, 32 Bit Ultimate (German), Build 7601, too! See http://forum.acronis.com/forum/14139#comment-67391 , beginning from post #179 / #197 / and following.

Hi,
So unlike I have been told from support it seems I am not the only one suffering from this issue after all. I wonder how many people have the same issue but simply aren't aware of it yet??

Thanks for the info

Cheers

Mick

I made a little progress, but not much.

I determined that rebooting isn't causing the problem. Stopping and Starting or Restarting the Acronis Schedul2 service causes it to happen.

I downloaded and ran the Acronis schedmgr to ZAP all schedules from the service. When you do this, all backups have the "Prevent the computer from sleeping" checked. It stays checked even after restarting the Schedul2 service.

But as soon as you create a schedule for the backup task with the "Prevent from sleeping" option checked the option becomes unchecked every time you restart the service.

I checked (enabled) all the advanced schedule options and restarted the service. All the advanced options stay checked "except" the "Prevent from sleeping option.

I looked at the version of Schedul2 and it was 460. So I downloaded and installed Schedul2 build 461 from the Acronis site. Unfortunately it didn't help. Still the same problem persists with either build version.

Is there any word from Acronis on this issue?

HeadHodge,
Not sure it will help but you can try a later version scheduler(464) and see if that solves your issue. This later version was not part of any official release. The version 460 is the most current official version. I used 464 for several weeks before 6857 came out and had no ill effects. When I updated from 6697 to 6857, I updated my whole version which replaced the scheduler back to 460.

http://forum.acronis.com/forum/14139?page=2#comment-61667

Thanks for the prompt suggestion GroverH but that didn't fix it. I loaded the new scheduler, made sure the "Prevent the computer ..." option was checked, and then rebooted the system and when it came back the option was no longer checked.

GroverH wrote:

HeadHodge,
Not sure it will help but you can try a later version scheduler(464) and see if that solves your issue.

http://forum.acronis.com/forum/14139?page=2#comment-61667

I installed 464, but it did not solve the problem. The "Prevent from Sleeping" option still get unchecked every time I restart the Schedul2 service.

I verified that 464 was installed properly by looking at the schedul2.exe version number.

Hi all,

I've tried 464 as well and no resolution of issue.

As for Acronis support. Normal support contacted me and stated that the issue is now with the "Experts Team". I was emailed by this latter team and was told the issue is being looked into and it could take as long as 1-2 months for a solution. If I hear anything else I'll let people know.

Cheers

Mick

Thanks Mick

Is there an update from Acronis on this issue?

Nothing as yet.

Did Acronis address this issue in the new 6868 hotfix?

Hi all!

Just a quick update on the issue: 

we regret to inform you that the fix hasn't been added to the latest build of the product, however our Development team is working on this issue, and we expect it to be fixed in the specified by the support time frames, mentioned in the mikeyjames comment. I'm monitoring the issue as well, so as soon as we have any news, I'll post the update here.

Thank you once again for your cooperation, patience and understanding.

Thanks for the prompt response and I'm looking forward to the fix because it is the only thing keeping me from purchasing the product.

Thank you for your sincere comment, Bob.

I entirely share your concern, and will also forward your feedback to the Devs. Hopefully we'll have it fixed sooner.

Thank you!

This same issue was posted back in about mid-June in the thread referenced below:

http://forum.acronis.com/forum/14139?page=3

I was hoping build 6868 would address it, but obviously not. :(

Hi all,

Received from tech support today:

I in turn can now say that the issue was reproduced in our environment and was passed to the developers for the research of the actual fix. This may be lengthy process too, but we now have passed part of the journey.

Let us wait for the update from the development.

Cheers

Mick

Thanks for the update @mikeyjames - please continue to keep us informed.

Crazy, ain't it?!

I too am having this same issue. I have recently upgraded from a very reliable TI 2009 product to what is clearly a work in progress i.e. TI 2011. Providing I don't do a reboot and just use sleep mode then TI will wake up the computer perform the backup and go back to sleep afterwards. However, if I shut down the computer for any reason then the tick box "prevent computer from sleeping during task execution" is empty. For Acronis to say it didn't happen during testing doesn't quite cut it with me as it's obviously happening in real world usage and they should have a fix by now. I'm using Windows 7 64bit Home Premium on a HP Q6600 PC.

I have had this issue since the first day I installed TI Home 2011. I thought it was something that I was doing wrong. Glad to see that it is a known issue and Acronis has finally taken some action on solving it.

Villhelm wrote:

I have had this issue since the first day I installed TI Home 2011. I thought it was something that I was doing wrong. Glad to see that it is a known issue and Acronis has finally taken some action on solving it.

If you mean by action lot's of posturing and words of good intention then I suppose they have. If however, you judge by deeds then that would be a big fat zero.

I just realized that I have the exact same issue. I'm on the latest build and I also have the Plus Pack installed.

This is *most* annoying: First the darn backup software would just let the PC go to sleep in the middle of a backup. Then, when they finally get an option that prevents that, the option will not "stick".

Sigh!

Forgot to mention in my previous post that all one needs to do to prove the issue to themselves and, especially Acronis, is to open TI Home 2011, put a checkmark next to "Prevent the computer from sleeping during the task execution", click OK, exit Acronis TI and reboot. It is not necessary to launch any scheduled backups.
When your system comes back up, open TI and you will see that the checkmark has been cleared.
Come on Acronis, this has all of the indications of a simple fix!! Get it done.

Villhelm wrote:

Forgot to mention in my previous post that all one needs to do to prove the issue to themselves and, especially Acronis, is to open TI Home 2011, put a checkmark next to "Prevent the computer from sleeping during the task execution", click OK, exit Acronis TI and reboot. It is not necessary to launch any scheduled backups.

Villhelm, you don't need to reboot your computer to duplicate the problem. Just go to Windows Services and restart the "Acronis Scheduler2 Service". This appears to be the service module that is the culprit causing the problem.

Just for those who do not know, Acronis has said they have replicated the problem with the check box being unchecked and are working on a fix.

Gork wrote:

Just for those who do not know, Acronis has said they have replicated the problem with the check box being unchecked and are working on a fix.

Yea but let's face it none of us are getting any younger.

No argument, just sayin...

Seems unproductive to continue to complain or throw stones at something which has already been acknowledged. The more proper thing to do would be to complain at how long they're taking to FIX the acknowledged problem, if that is indeed the issue.

But the problem only came about recently, so though there shouldn't have been a problem to begin with the issue really hasn't taken them very long to fix. Yet.

Hi all,

Received this response from Acronis Yesterday:

"....would like to inform you that this fix is planned to be included in the Update 3 of the Acronis True Image Home 2011. We do not have a set data for this, but something like end of September – beginning of October looks like the time for it."

Looks like finally we are approaching a solution

I wonder if it's an issue in ATIH 2012??

Cheers

Mick

Odd they're saying they'll be releasing a large update to 2011 which will come out post ATI 2012... It'll be interesting to see if this actually happens.

hi all
from tech support yesterday :

I am writing to inform you that the Update 3 to the Acronis True Image Home 2011 has been released. This update supposes to have the fix for the issue you have reported.
You can get this update either automatically or manually: the process is described in article http://kb.acronis.com/content/14179: although the article is dedicated to another build, the process is absolutely the same.

To update Acronis True Image Home 2011 while preserving all previous settings, tasks, and policies, it is recommended to install the update build without uninstalling the previous build.

lets hope. haven't had time to test yet.

cheers

mick

I just finished installing Update 3. I enabled the "prevent the computer from sleeping" setting in both my backup jobs and rebooted the computer. The settings stuck.

I disabled the pre/post commands to set my computer to "always on" then back to normal sleep settings. Time will tell if the "prevent the computer from sleeping" option which now sticks actually works as well.

Hi all,

Unfortanately it didn't seem to work for me. As soon as I reboot the setting is gone!

Not another cent from me on Acronis products until this is fixed.

Cheers

Mick

Mick, try this, it worked for me:

1) Download the update to your Downloads folder.
2) Launch and run the update from your Downloads folder.
3) Choose the "Repair" option.

The "Repair" option appears to tweak registers and settings that are not touched by simply installing the update.

After doing the above I rebooted my system numerous times and the check mark stays put in "Prevent the computer from sleeping during backup execution."

Hi Villhelm,

thank you for your information's!
Now TIH 2011 (without Plus Pack) doesn't forget the "Prevent the computer from sleeping during backup execution." setting after Reboot - and I hope, this Option works.

Joachim Grimm wrote:

Hi Villhelm,

thank you for your information's!
Now TIH 2011 (without Plus Pack) doesn't forget the "Prevent the computer from sleeping during backup execution." setting after Reboot - and I hope, this Option works.

I applied the update and now ATIH 2011 w/o Plus Pack waked the computer just as intended AND the settings stays between reboots. Hopefully it'll work for you as well.

Joachim Grimm wrote:

Hi Villhelm,

thank you for your information's!
Now TIH 2011 (without Plus Pack) doesn't forget the "Prevent the computer from sleeping during backup execution." setting after Reboot - and I hope, this Option works.

Joachim Grimm wrote:

Hi Villhelm,

thank you for your information's!
Now TIH 2011 (without Plus Pack) doesn't forget the "Prevent the computer from sleeping during backup execution." setting after Reboot - and I hope, this Option works.

Thanks Villhelm,
I'll give it a go when I get home from work & report back how it went.

Cheers
Mick

Hi Villhelm,

Problem now solved! Thanks for the help.

Cheers

Mick

Villhelm wrote:

Mick, try this, it worked for me:

1) Download the update to your Downloads folder.
2) Launch and run the update from your Downloads folder.
3) Choose the "Repair" option.

The "Repair" option appears to tweak registers and settings that are not touched by simply installing the update.

After doing the above I rebooted my system numerous times and the check mark stays put in "Prevent the computer from sleeping during backup execution."

I got two of three of my computers to upgrade successfully. I also had to download the latest version and use the "repair" install option for it to work. Just upgrading from the "check for upgrades" option in the software does not work.

On the third computer that didn't work, I remember before they made their latest upgrade available, I had tried installing and using different versions of their scheld2.exe service when I was trying to troubleshoot the problem. Apparently "repair" didn't replace the last one I had tried (probably a versioning issue with the install program).

So I went to Windows Program Files directory and deleted the "Common Files\Acronis\Scheduler2" directory, then ran the "repair" install again. This time it fixed my third computer properly as well.

Regards