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Acronis Hangss !

Hi,

 

I have ATI 2014 activated which was activated and working fine until it started to hang when I attempted to change settings.8-((

When I select either schedule, backup scheme or backup options the pc just hangs and I have to kill the task.

I have un-installed, cleaned the registry re-booted and re-installed with no change.

I have just checked the console log and it informs me that you have no subscription. You can activate a trial subscription on your account page but it is already activated both in the product and on the account page.

Any ideas why this should happen please?

Martin

 

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Martin, what version of Windows OS are you running here along with your ATI 2014 software?

Martin, thanks for confirming the Windows 7 version.  There shouldn't be any issues with using ATI 2014 with Windows 7.

When you have uninstalled and reinstalled ATI 2014 - what have you been using to do the install?  If you have been using an old installation program or CD etc, you should sign in to your Acronis account and download the final version # 6688 and use that to do the install.

If you want to save a copy of your ATI task configuration information, save the C:\ProgramData\Acronis\TrueImageHome\Scripts folder contents where this is held, you could also save the Database folder at the same path which holds your backup history, but this needs to be put back before you reinstall the software as otherwise the files are locked.

Hi Steve,

 

As I mentioned the program hung when I tried to change the settings which I needed to do to change the schedule.

After a total clean out I then downloaded the latest version but I appear to have build 6673 as that is the latest on the download page so how doI get 6688 please?

I do not need the old backups as I was attempting to create a new backup.

Martin

 

 

Hi Martin, sorry, looks like my notes are wrong for the latest 2014 build, I have #6673 on my download page too and have checked on the Product Updates page and see the same there, so not sure where 6688 came from that I wrote earlier!  

Found topic: New Build 6688 vs. Last Build 6673 - I'm sticking with 6673 in the forums which suggests that perhaps 6688 was withdrawn as being the same as 6673?

Hi Steve,

No to worry.8-))

Any ideas on what could be causing the issue please?

Martin

 

Martin, how long is it since ATI 2014 was working correctly, and what has changed in the interim period, i.e. any new security software installed such as antivirus or ransomware protection etc?

See KB 46430: Acronis Software: Making Acronis Products Compatible with Antivirus Software which may offer some help.

Hi Steve,

Just a few days, I can't say for certain as it was only when I attempted to change the settings that I found a problem.

No AV changes, still using Avast.

I have added the exclusions to avast and have not yet been able to view the log files for Avast hut will have to re-boot into safe mode to do that.8-((

It is clearly some miss communication between the licenceas it is activated but  in some manner TI does not think so.

** Updated **

OK, managed to get into the TI log files.

Clearly shows an error with "You have no subscription. You can activate trial subscription on your account page."

But the product is activated as shown on the account page and in the TI Help about page.

Any ideas please?

Martin

Martin, I would say that the subscription messages are a 'red herring' given you have a perpetual licence for the product, these normally come from such as the Sync functions which only work with a Cloud subscription.

So, ignoring those subscription messages, do your backups still work if you don't attempt to modify them?  If so, then the product is definitely activated as otherwise it would revert to as if it were a 30-day trial product that had expired, which only permits recovery of existing backups and no making of new ones. 

Are you running the application as Administrator / from an Admin level account?

Hi Steve,

 

Yes, I am running from the hidden admin account on W7.

The backup without making changes works fine!

 

However I do need to make the changes as ther default settings are wrong for me.

The console error report is :-

You have no subscription. You can activate trial subscription on your account page.

http://kb.acronis.com/errorcode/
Event code: 0x00E40040+0x009805E1+0x01EB0005

 

Which of course I cannot do as the product is shown as activated.

 

Could this be refering to the cloud subscription which I also cannot seem to activate, or I can't find that on the web page?

 

I aloshave TI 2015 on another pc withoput the cloud subscription which works perfectly.

 

Martin

 

Martin, I am sure that the subscription messages are purely down to not having a cloud subscription, whether you ever had one or just had the normal 30-day trial subscription. So this should have no relevance to the other problem you are seeing here.

The other suggestion at this point, would be to sign in with a different Admin level account (create one if needed) and see whether this is being caused by some corruption in your normal profile?

 

Hi Steve,

 

Thanks for that advice, yes I can do that and see if it helps.8-))

I am begining to suspect that there are other issues with this W7 installation as I have noticed that programs opened in the quick launcher do not close properly when shut using the X in program.

They shut down to the launcher but do not actually close, they have too be right clicked and then use exit.

It could be some windows corruption that may call for a re-install of windows.8-((

Martin

 

Hi Steve,

Well done.8-))

You nailed it perfectly, it is a corrupt user profile!!!!!!!!!!!

As soon as I created a new Admin account TI worked perfectly in all respects.

Thank you all for your input, the problem is now solved...yippee!!

Martin

 

Martin,  that's great news,  thanks for your feedback. Corrupt profiles are a nightmare in my own experience.