Build 6029 hangs Windows 7

Yea, been a while, closer to 30 yrs. CIS was the best until it got sucked up by AOL in the early 90's. I ran one of the first Computer BBS systems in the US for about 10 years starting back in the late 70's on a RS TRS-80 Model 1 with 8K of ram and later with an unheard of a 10MEGAbyte hard-drive. A small company called Microperipherals Inc had given me a pre-production version of their first Auto answer/auto dial modem (pre-Hayes) which ran the board.
.

Ahh memories

A TRS-80 clone was my first computer in the late 70s. I still remember the Z80 programming and hardware mods with soldering irons to increase the RAM to 16k.

NEWDOS 80 - now that was a DOS worth having!!

I had a Stringy Floppy as well- Exatron if I recall

MY brother has all the hardware for his computer museum

What board did you run Ed?

Started out real early with a Basic package written by a guy in Texas named Bill Abney. That software was called Forum-80 and ran off the TRS-80 floppy. That was around 1978-79 Then later a guy from Colorado named Phillip Becker wrote a ML package package called TBBS (The BreadBoard System). That ran off the TRS-80 MODI (w expansion box :) )& MODIII and later got ported over to IBM. That board was called CFONJ (Computer Forum of NJ). Yes, it ran under Newdos-80. I only recently threw out my Newdos disks I found in the garage.

Well let's hope Acronis goes the way of the TK-50 tape drive on VAX and it's non-support oriented company DEC.

Hello all,

First of all, I'd like to apologize for the delay with the response in this thread. We are aware of this situation, and I'd like to show the thread from Director of Customer Service and Technical Support, it describes the current situation we experience. 

I have informed our Director about this thread so he will update it.

Also, I just want you to know that if you have any issues with our software, we would be glad to assist you. So if you'd like us to investigate some situation - just let us know and we will forward it to responsible team for fixing.

Once again, thank you very much for your patience and understanding!

Best regards,

Dear Acronis Forum Community, we are experiencing higher than expected volume in pre-sales and post-sales support due to our new releases.

Helllllooooo Mr Frost ...... anyone home? You are experiencing higher than expected volume in post-sales support BECAUSE YOUR SOFTWARE DOESN'T WORK! (Which you didn't even acknowlwdge in your "message."

In an effort to improve the speed of response and overall quality in our support we have several new teams of Support Professionals in advanced training who will be joining our support and forum teams within 3 weeks.

Great news! That means at least 3 weeks until your software might work again.

Robert Frost wrote:

Dear Acronis Forum Community, we are experiencing higher than expected volume in pre-sales and post-sales support due to our new releases. We understand we have not met many of your expectations and sincerely apologize for the inconvenience. In an effort to improve the speed of response and overall quality in our support we have several new teams of Support Professionals in advanced training who will be joining our support and forum teams within 3 weeks. We apologize for the delay and will strive to deliver excellent service, this has been and always will be our commitment to you.

Sincerely,

Rob Frost
Director of Customer Service and Technical Support

Perhaps Acronis needs a Director of Customer Service and Technical Support that is proactive rather than reactive as a *strategic* manager at that level should be. You certainly don't appear to be that person.

This is just a meaningless platitude given the number of complaints and the length of time that these complaints have existed. There's no excuse for this level of incompetence.

So what are you going to do to compensate the people that have been having severe problems with non-functioning software and not receiving proper customer service?

When can we expect a release that has been properly tested and proven to work on all relevant systems?

I'm not holding my breath for an answer to this given the general lackadaisical attitude that seems to prevail with Acronis.

Alexander wrote:

Hello all,

First of all, I'd like to apologize for the delay with the response in this thread. We are aware of this situation, and I'd like to show the thread from Director of Customer Service and Technical Support, it describes the current situation we experience. 

I have informed our Director about this thread so he will update it....

I am a little surprise that you just informed the Director of this thread. It has some of the highest posting and viewing numbers, and is consistently on the first page for updates.
Take a lesson and read through the posts. The software problem that started this thread has become secondary to the lack of responsiveness by Acronis. In fact, the spike in frustration hit an all time high when 6053 was released with the same problem. Add this to the fact that a lot of us have service tickets in, some have supplied reports from AcronisReport, and still no response.
A lot of us are walking away from this product. I have a request for refund in with customer service and gone back to try the 30 day trial from Symantec for Ghost. I didn't load the trial version of TI2010 because the last I checked, my TI2009 worked. Acronis has done serious damage to their reputation over the last month.

Please anyone who have tried both Norton Ghost 15 and True Image 2010 (build 5055), which one uses more CPU while it is

a) disk imaging
b) verifying data

yamaneko wrote:

Please anyone who have tried both Norton Ghost 15 and True Image 2010 (build 5055), which one uses more CPU while it is

a) disk imaging
b) verifying data

Perhaps you should start a new topic ... otherwise it will be buried with other posts in this topic.

I'm using Windows 7X 64 ultimate With TrueImage 2010 and am experiencing system hangs with both versions 6026 and 6053 shortly after the backup begins. I have back leveled to 5055 and everything works fine.

Raise the priority on this one Acronis.

That would be VERY higly dependant on your system (CPU, mem, HD etc). Both GHOST and ACRONIS (when it was functioning) performed no noticable slowdowns on my system. I have a 3GHZ core 2 duo, 8 gig ram and 2 120 gig solid state drives in Raid 0. I was able to use the computer "almost" normally while a backup was in progress during test backups. However all my REAL backuos are done overnight where it doesn't matter. A full backup (~70gig used on the 240 gig H/D) took about 10 minutes on Acronis and 12 minutes on Ghost.

yamaneko wrote:

Please anyone who have tried both Norton Ghost 15 and True Image 2010 (build 5055), which one uses more CPU while it is

a) disk imaging
b) verifying data

I have used ATI for the last 6 years and upgraded to 2010 from 2009 two days ago and it is a pile of **** I have requested a refund and gone back to using 2009 which works with windows 7 64bit.

You support its totally useless and I suggest you do far more than you say here because your reputation is sub zero now.

Also One piece of advice I would give is to stop emailing and offering ATI 2010 until it is fixed, have you never heard the saying "if you are in a hole STOP digging"

Brian Donnelly wrote:

I have used ATI for the last 6 years and upgraded to 2010 from 2009 two days ago and it is a pile of **** I have requested a refund and gone back to using 2009 which works with windows 7 64bit.

You support its totally useless and I suggest you do far more than you say here because your reputation is sub zero now.

Also One piece of advice I would give is to stop emailing and offering ATI 2010 until it is fixed, have you never heard the saying "if you are in a hole STOP digging"

2009 Backed up Win7 installs but don't count on it for a full image restore under WIN7 if your drive fails. Win7 creates a separate hidden100mb boot partition. If all you need are files/folders it will work fine but for a total drive reinstall it probably will be a problem. This is due to the nature of Win7 and not Acronis (or Norton Ghost) for that matter.

lost most control of my fingers, body, have constant spasms & tremors now throat Cancer ,so pleaqe bear with me, it hurts like hell 2 type or move(but i ain't dead yet dammitt!)

i kept trying 2 tell u Acronis Tech guys that 4 weeks or a little over month. noooo, it was me not ti 2010 64 bit!

thats why i still use Ti 11. undr win7 64 bt

and BTW u dont need that 100 meg partition. theres plenty o infro of how not 2 have it installed such as dont use a blank drive when installing the os

RTShaw

OK Mr. Frost, in an effort to win back a little support, what exactly is wrong with our machines and the SnapAPI? Is it a hardware or software conflict? I am really curious since my machine is stable, clean, and otherwise never has problems. The SnapAPI seems to have a history of problems and I did ensure I loaded the lastest version. A little more info would be appreciated at this point. Something on the level of a MS Technet response to root cause and solution would be nice.

RTShaw wrote:

and BTW u dont need that 100 meg partition. theres plenty o infro of how not 2 have it installed such as dont use a blank drive when installing the os

RTShaw

Absolutely correct, but most people who ALREADY have Win7 installed aren't aware of the hidden partition OR didn't do the "trick" to not have it. So if they are backing up using Acronis 2009 (or Ghost 14) they will not realize the incompatibility if they needed to do a hard-drive full restore. Just because the backup was successful doesn't necessarily mean a full restore would be.

Same problems as everybody, hangs with Win7
I first upgraded TI2009 to TI2010/5055 on Vista 64 which resolved all the problems I had with TI2009(long story with Acronis support, very frustrating). Then I upgraded to Win7 and it worked fine until I tried to install 6029. System was hanging and had to hard reset, no luck with uninstall and reinstall, I had to restore system backup.
Installed 6053, same problems as 6029, had to restore system backup.
You would think that they would test their product before releasing it out.
I have never seen such poor support, I regret I didn't go with Paragon or else.

True Image 6029 and 6053 both lock up Win7 Home Premium at the very beginning of the backup; The hang occurs before the progress bar starts moving; all disk activity stops and while I can move the cursor, Win7 is non responsive. CTRL-ALT-DEL do not work; only thing I can do is a hard reset. No such problem with 5055.

I am in full agreement with the dozens of posters to this forum: True Image Home 6029 and 6053 are completely broken. Stick with 5055 and avoid 6029 and 6053 at all costs.

Hello all,

I would like to add that the issue is under investigation, our development team is already aware of it and working to find the proper solution. To help them to expedite this process and find a reliable solution I have requested diagnostic information in the post #64. The whole process is the following, you gather diagnostic information -> submit support request -> write me PM with the case number -> we reproduce the issue and then escalate it to QA team and to development team.

Michael the SnapAPI module is in charge of all I/O operations on the hard disk of Acronis software working in Windows. It also allows to create backups under running Windows with an unlimited number of files open for reading and writing without the necessity to reboot the computer.

We can’t say for sure what caused the SnapAPI drivers malfunction, in order to answer this question we should reproduce the issue in the same environment it takes place.

We are really sorry for the inconvenience.

Thank You.

Dmitry wrote:

Hello all,

I would like to add that the issue is under investigation, our development team is already aware of it and working to find the proper solution. To help them to expedite this process and find a reliable solution I have requested diagnostic information in the post #64. The whole process is the following, you gather diagnostic information -> submit support request -> write me PM with the case number -> we reproduce the issue and then escalate it to QA team and to development team.

Michael the SnapAPI module is in charge of all I/O operations on the hard disk of Acronis software working in Windows. It also allows to create backups under running Windows with an unlimited number of files open for reading and writing without the necessity to reboot the computer.

We can’t say for sure what caused the SnapAPI drivers malfunction, in order to answer this question we should reproduce the issue in the same environment it takes place.

We are really sorry for the inconvenience.

Thank You.

So you're saying no one in your "labs" can duplicate this problem? Maybe you should upgrade from Windows 98.

I've been following this thread for awhile and am having the same problems as everyone else. I started with TI7 and upgraded as they came out but this is the end, it's time to move on. I just got 2010 on the 4th of this month so I just submitted my request for a refund. There are other good products out there like ShadowProtect and Ghost, plus some others, so it's time to start some trials. I'll keep TI9 on my XP build cause it's been rock solid, to bad 2010 isn't like it.

Wow...I installed 6029 briefly in between starting over several times in my Win7 install, it ran without incident, so I guess I'll have a go with that one if 6053 is just as iffy...I will continue to make my images outside of Windows, with the Recovery Media, but it would be nice to have a stable version of the program to install at least to explore and verify images, and if needed start a restore from within Windows.

Most recognize it's those with problems that are on these boards. Had it not been for the few 6053 success stories - I wouldn't have even attempted my own 6053 install. Up 'til then - there were no posts of successful 6029 installs. And I was too tempted by the Plus Pack - which appears to be matched to 6029 or 6053 only - depending which link you download. Couldn't find a 5055 version of Plus Pack.

Still trying to figure out why some - when "updating" from 5055 - were presented with update verbage (repair install - whatever). When I tried to install 6053 over 5055 - the installer had no idea TI2010 was already installed (though it did not ask for my licence key) - and even pointing to the 5055 directory - the installer didn't understand it was overwriting a previous version.

That's not what the FAQ says is supposed to happen....

@Dmitry

Sorry Dmitry.. no more info from me. Those experiencing problems have spent hours upon uncompensated hours trying to get these updates to work - and restoring our drives between attempts.

I'm also a QA Director of Tech Products - and understand that need for info. But I find ways to reward cooperative customers - who had already paid for error-free product - were greatly inconvenienced when the product did not perform as expected - and then are asked to be further put-upon to help resolve those problems that my department should have found and resolved in the first place.

Are you offering rewards?

Charles May wrote:

@Dmitry
Are you offering rewards?

Yeah! Great idea! So what about this suggestion, Acronis?

You can add me to the list of frustrated TI2010 60xx users. Hangs the program and OS in Win 7 x64. And since I had gotten my 2010 license recently, I don't have access to 5055. :(

Micky wrote:

Charles May wrote:

@Dmitry
Are you offering rewards?

Yeah! Great idea! So what about this suggestion, Acronis?

Complimentary copy of the next set of bugs .... er version? ;-)

Christopher Ambrose wrote:

since I had gotten my 2010 license recently, I don't have access to 5055. :(

Copy the download URL of the version you are able to access and replace the version number with 5055. You should be able to get it that way.

I said I had given up on this program but I thought I'd give it one more shot. I uninstalled 6029 then ran some registry cleaners then went to regedit and removed everything that I could find that said Acronis. Lots of junk left behind, it definitely doesn't uninstall clean. Did a reboot and installed 6053 and it installed with no problems. Then I selected an image from a few days ago from my external hard drive and did a restore of that image. The gods must be looking down on me cause it went as smooth as clock work. So what can I say, I guess I'll use live chat tomorrow and cancel the refund. Go figure.

I will not go through all my problems I have had with this upgrade other than to say that I have experienced the same as the many others on this thread. I have emailed twice to customer support requesting a refund for a program that does not work but have not had a reply as yet. I have had a telephone conversation with an understanding gentleman at Cleverbridge who told me that he would send an email to Acronis requesting the refund and if they do not reply to him in two working days they will assume that there is no objection and will refund my payment.

I have since downloaded Norton Ghost v15 and had no problems whatsoever. After being with Acronis for several years I have lost confidence and will not purchase from them again.

David Smith wrote:

I have since downloaded Norton Ghost v15 and had no problems whatsoever.

I have to admit that I tested Ghost 15 too, and bought it. Full backup was faster than True Image and uses quite little CPU. And I am loyal True Image user, I have made extensive True Image -guides (in Finnish for versions 7-11, 2009, 2010) and so on. I'm sad to see where Acronis has developed True Image :(

Well, I do not ditch True Image yet, but I really hope that Acronis have learn their lessons now and pay attention for customer care and True Image software quality. Sometimes less is more.

David Smith wrote:

I will not go through all my problems I have had with this upgrade other than to say that I have experienced the same as the many others on this thread. I have emailed twice to customer support requesting a refund for a program that does not work but have not had a reply as yet. I have had a telephone conversation with an understanding gentleman at Cleverbridge who told me that he would send an email to Acronis requesting the refund and if they do not reply to him in two working days they will assume that there is no objection and will refund my payment.

I have since downloaded Norton Ghost v15 and had no problems whatsoever. After being with Acronis for several years I have lost confidence and will not purchase from them again.

I had the same response from "Clever"bridge but (of course) never heard back. Ultimately I contacted Acronis via chat and they declined my refund becuse I was 10 days beyond the 30 day refund policy. I contacted American Express on Monday of last week and disputed the payment. Amex credited my account last Wednesday and will chargeback Acronis. If you don't hear from them contact your credit card company and dispute the payment.

I just got off an on line chat with Acronis about my refund, I told him to cancel it since I just did and good image restore using 6053. He cancelled the refund and we talked about the troubles in build 6029. He must have forgot part of our talk cause he told me to download the latest build and then install the latest SnapAPI update file. This must be the SnapAPI the Acronis person was talking about in this thread. So for what it's worth here is the link. Step 2: Download and install the latest SnapAPI update file from the link mentioned below:

http://download.acronis.com/sl/mioogamdsulbqmrtxhem/support/ticket/493/…

Windows 7 Ultimate (32 Bit), TIH 2010 (Build 6.053), RAID-5 and a freezing Windows ...

Environment: Windows 7, Build 7600, Ultimate (German), 32-Bit, with all Updates, Hot fixes and so on; UAC = max.
TIH 2010, Build 6.053 German, Test-Version. 
RAID-5 (based on Intels ICH8R).
Test-installation on a primary Test-Partition H: and Windows 7 pure (only on mouse driver (IPx86_1031_7.00.260.0) and Microsoft Anti-Virus (mssefullinstall-x86fre-de-de-vista-win7) was installed.

After an error-free True Image Home 2010 installation (as ‘Admin’ tested too), TIH starts correctly. Next steps: jumping over the ‘One-Click-Backup’ option, creating a Backup-Task for H: and closing TIH. The Backup-Task starts at the correct time – but running round about 6 sec. only and freezes after ‘Locking Partition H: …’. No information’s about the running Task, Errors or so on.
Starting TIH by clicking its Desktop icon – no response (1); only additional ‘TrueImage.exe’-Tasks was seen in the Task manager. And now Windows 7 freezes step by step; the “Start”-Button doesn’t respond, ‘Alt+Ctrl+Del’ doesn’t work … a Hard reset is needed. 

(1): It seems to be impossible to start TIH 2010 more than one time. After closing TIH, ‘TrueImage.exe’-Tasks will be added to Task list only, but nothing more until next reboot.

For more details see: forum.acronis.com/forum/6389

For Information's about TIH 2009, Build 9.809 (German) and Windows 7, see Link above.

Having tried and failed to install & run 6029 and 6053 on two Windows 7 PC's I have just installed 6053 again with the SnapAPI update as described in post #136 and low and behold it works. I've just done a complete backup and restored a couple of files from it! About time.

Richard and Graham, thanks for that encouraging info; it's great that their expectations re: the drivers and your experience are coinciding. But it looks like Acronis is monitoring the forum closely enough that the link is dead already... noting on the update page, though: http://www.acronis.com/homecomputing/support/updates/index.html

Still have 5 days before the trial expires; I guess I'll try Ghost again if they can't resolve this by the end of the week.

Sorry the link went dead, but it did work. If there giving it out when you talk to support on chat, then they need to make it available to everyone who needs it. Start up a live chat and ask them for it, won't hurt to try. Graham I'm glad you got it to fix your problem before they took the link down.

if this SnapAPI is part of the fix then it should be part of the update. shouldn't have to do it seperatly. Sounds like it's still in beta and they aren't ready to release it fully yet. I have 6029 and have a problem with non stop backup stopped saying it can not read from storage. It worked at first, then quit. 3 threads have been started about NSB quiting. They responded to one of the threads and ask for people to post support numbers to it for collecting the reports together, but no one else has yet. So it's sliding down the forum.

Well ... I wish I would have read this post before buying 6053 about 4 hours ago. Have WinXP and Win7Ultimate - Dual Boot.

It's a fresh install on Win7 and had the same problems ... which in turn has led me to these forums for a solution. Apparently there are no solutions at this time.

I'm suprised no one has mentioned http://www.macrium.com/reflectfree.asp in this forum. Great price - FREE. If it works for me, I will also be asking for a refund in a few days.

Don't linger and move on to something better - something that works.

Cheers!

Macrium has been mentioned several times - at least once by me.

Richard Broman wrote:

I just got off an on line chat with Acronis about my refund, I told him to cancel it since I just did and good image restore using 6053.

hats off to you dude for doing the right thing...

I have two tickets that have gone unanswered by support. The first is 10 days old and has reports attached for Acronis troubleshooting as requested. The second is 8 days old requesting a refund. No response on either ticket. So, I currently have a non-working copy of the program, a possible SnapAPI patch that is only referenced by a dead link in the forum, and no response to my trouble tickets.
I also downloaded Ghost and it works. Any thought I had of staying with Acronis is gone since they have shown no responsivenes other than one message from Mr. Frost. Contrary to his expressed concern for the customer, no one is responding to my request for support. To top it off, Dimtry thinks joking about sending out more releases with bugs is compensation for all they frustration they have caused us.
If any one from Acronis is listening and really monitoring this thread, why don't you answer my original service requested submitted through my account?

Michael Gaydar wrote:

To top it off, Dimtry thinks joking about sending out more releases with bugs is compensation for all they frustration they have caused us.

Um ... er .... that was me being facetious. ;-)

I'd sure like to try that SnapAPI update too!

Another plug for an alternative disk imaging product: Drive Snapshot.

http://drivesnapshot.de/en/index.htm

It does not "officially" support Windows 7, but I have had no issues doing backups, restores, or mounting images as drive letters under the default Windows 7 configuration with the hidden 100mb partition.

Truly amazing that a 249kb executable file (that's KB not MB, folks!) can accomplish the same core functionality that Acronis now requires a 100+mb setup file to do.

Granted, Drive Snapshot has no built-in scheduler or various fancy bells and whistles like True Image, but if you just want to back up your system reliably without installing a truckload of bloated crapware, give it a try.

(And if you need more features, I agree that Macrium seems like a good True Image replacement. It basically matches all the Acronis features that actually matter, and it seems that licensed users actually get timely and competent support in the forums over there.)

Ed -- it's extraordinary that you received a response in only
one week. Our support issues have been getting 4-6 week response
times before tier-1 support even responds. After that, our experience
with the tier-1 support is the same as yours -- mostly irrelevant
responses and definitely a waste of time. The tier-2 support, if you
can get it, seems to be where the problems get solved.

Rob Frost (Director of Customer Service and Technical Support)
made a post last week (11/24/09) citing the new release as the
cause of the support problems, but we've been receiving
non-support for some time now, and if you Google around, you
will find posts going back years with others corroborating the awful
support.

Mr. Frost, feel free to contact me if you would like to understand
the support frustrations that a typical customer goes through and
how they lead to lost future sales.

Check out Give Away Of the Day, Paragon Back Up. http://www.giveawayoftheday.com/