USB Mouse Unsupported - known issue - but cannot get keypad to work either/
48416: Acronis True Image 2015: Selection Menu of Acronis Bootable Media with Universal Restore Does Not Support USB Mouse.
Non of the suggested key combinations on the start screen enable me to use the keypad keys to navigate the rescue Bootable Media. The 2015 Upgrade I purchased is therefore useless to me. This is a such a basic fundamental requirement and mouse support works perfectly on TI 2014 and TI 2014 Premium. I see also that the Bootable Media ISO is not yet available as a stand-alone download.
Is this going to be fixed? Any assistance would be appreciated.
One of the shortcomings of wireless mice AND keyboards, is that their drivers don't load until AFTER system startup - so key combinations to access system startup utilities will NOT register...
Ain't progress GREAT! :(
But the initial menu inside the rescue media works ok. And it is not an issue with mouse or keyboard because the same config works with another computer. Maybe it is not a keyboard issue. Looks more like a crash.
It does sound like a crash or a hung loop. Have you tried putting a start up switch in the start when you make the bootCD? See p. 107 of userguide. I'm not sure which switch to recommend but I'd try at least nousb nousb2 and noapic. It will only cost you a cd and some time.
I use a wired keyboard and mouse so at least wireless is not part of the problem. I also tried a ps2 connected mouse and keyboard - no luck. I might try "playing around" with the startup switches but my point is that such a fundamental requirement should perhaps have been picked up before inviting us to upgrade?
I am a bit "old school" and prefer to do my backups at a DOS level and only use the Boot Media part of True Image. Earlier this year, I literally spent days talking with Acronis Support trying to sort out support for 3TB Raid 0 Hard Drives. I was advised to upgrade to 2014 Premium - so I bought that. Then I was advised to buy Acronis Backup and Recovery so I bought that - none of this helped. Eventually I managed to Create a WINPE Disk and injected the raid drivers specific to my setup and finally got it to work. Whilst I am not a novice by any means, I think the basic Home User will have problems creating a WINPE Disk.
I tried Paragon Hard Disk Manager 14 and the WINPE creation was much easier. However, I am a long time user of True Image and would prefer a working version of the Bootable Rescue Media. 2014 Premium standard Boot Media works just fine with my Raid 0 Setup and Samsung 500GB SSD's.
I have spent quite a bit of money now on Acronis products and am just a little disappointed that this TI2015 doesn't work!! I will watch with interest for fixes.
I tried different switches with no luck. So I will revert back to 2014 and apply for a refund. :(
@Sharkbite,
The WinPE building should be much easier in 2015. I've found it to be so far compared to 2014 which always refused to open ADK to make the environment.
I have a Logitech wireless mouse that didn't work with Rescue Media until I unplugged all other USB devices. So with nothing more than the mouse transmitter, external hard drive, and the USB stick that contains the 2015 Rescue Media program, the mouse works. Note that I didn't have to do this with 2014.
. . . John Brush
I fully agree. It is quite strange, that USB mouse and keyboard worked well with Acronis True Image 2014 in Windows 7 and 8, but not with Acronis True Image 2015. Hope this will get corrected asap. I probably switch to O&O.
Dear Community,
We're currently looking into the reports of mouse/keyboard devices not working under boot media. These are hardware-specific problems, so we'll need diagnostic information from the respective hardware to find the root cause of each mouse/keyboard device detection issue and implement the respective fixes.
(!) Your help is needed, as the hardware we have can be tested on our side, but we can't get all the hardware in the world (especially within small timeframe).
So if you have prolems with mouse/keyboard not detected, please get the below diagnostic data and ping Anna Trifonova (https://forum.acronis.com/user/36716) via personal message to forward this data to us for analysis. We can guarantee this data will be used for the tech problem investigation only.
*********** INVESTIGATION INSTRUCTIONS ***********
We will need to get the following information from you so our Linux developers can get to the root cause of the issue with the devices not detected correctly - and find a solution for you.
0. Hardware specifics: specify the exact mouse/keyboard device model and its specifics (e.g. wireless).
1. Windows system information:
- download and run AcronisInfo utility in Windows on the machine which has the hardware detection problems (make sure respective devices are attached): https://kb.acronis.com/acroinfo => save the output and send it to us
(!) if it fails to run for any reason, please press Win + R => type MSINFO32 => press Ctrl + S => save as msinfo file => compress it to an archive and share with us.
2. Try special boot media parameters and get system information from the boot media after this attempt:
2.1 Boot from True Image 2015 media. Wait till it shows you "Acronis True Image" and "Continue OS Booting".
2.2 Click F11. You will see a text box with "quiet".
2.3 Add to the text box: "force_modules=usbhid" after a space without quotes and press OK -> choose to load Acronis True Image
2.4 Check if mouse/keyboard is working.
=> If yes, go to Help -> Generate system report => save the resulting report as "sysinfo_usbhid". Let us know that this parameter helped detecting the devices and send us the respective report for further investigation. We will need it to implement full-fledged fix.
3. If parameters provided in steps 2 didn't help detecting the devices, we will need you to get a special DEBUG version of the system report from media; please do the following:
3.1 Boot from True Image 2015 media. Wait till it shows you "Acronis True Image" and "Continue OS Booting".
3.2 Click F11. You will see a text box with "quiet".
3.2 Add "debug" after a space without quotes and press OK => choose to load Acronis True Image
3.3 The media will boot to shell # interface
3.4 Create system report from shell issuing command:
# /bin/sysinfo
=> it will run and save a file to /var/lib/Acronis/sysinfo/sysinfo-****.tar.bz2
3.5 Save it to a Flash drive formatted to FAT32:
FLASH drive instructions:
- insert a Flash drive to a USB port and issue the following commands:
# cat /proc/partitions
=> This will give you the list of partitions/drives available in your system.
For example:
8 0 127744 sda
8 1 127744 sda1
3 0 80417183 hda
3 1 10241406 hda1
3 2 20482875 hda2
3 3 1020127 hda3
Flash drive's partition is visible as 'sdXY' (X - disk letter, Y - partition number). If there are some scsi devices in your system you may find your flash by partition/drive size. If the flash is partitioned it will bring the list of partitions as well. Let’s consider your partition on Flash drive is sda1 in this example.
- then you need to create a mount point for your flash and mount it:
# mkdir /mnt/tmp
# mount /dev/sda1 /mnt/tmp
(!) There can be some warning messages but it is safe to ignore them. If mount fails you may try to use 'vfat' (if the flash is formatted to FAT file system) or 'ext3' or 'ext2' (if its formatted to ext3 or ext2) parameter instead of 'auto' .
- check whether the drive is mounted correctly for writing access:
# ls /mnt/tmp
=> This will give a list of files/folders located on the drive.
- Then please type in the following command to copy the creation sysinfo data to the Flash drive:
# cp –r /var/lib/Acronis/sysinfo/ /mnt/tmp/
- Finally execute the below command to unmount Flash and finalize saving data to it:
# umount /mnt/tmp
=> Send us the resulting sysinfo-****.tar.bz2 file.
FYI there is a current easy workaround which can be used + the next hotfix will contain the permanent solution. See https://forum.acronis.com/forum/67424 for the details.