Acronis True Image Home 2011 - completely frozen and unusable
Dear All
I have the same problem with Win 7 64 bit.
The update from built 5519 to 6595 stop the program to the first screen. In the support area of the site they try to do everything to avoid you contact tem by mail or phone.
The contact link is hidden here: Contact us>start here>Problems reated with coustomer service,serial n. website,downloads and so on)>other problems>send a request via web form.
*** attention in the wizard dont go to Tecnical problems as could be intuitive, because you go nowhere***
I have to say that I had a kind answer after only 24 hours,from a russian lady that write:"if the build # 6597 is not working well for you, you may uninstall it from Remove Programs menu in Windows and install again the build # 5519."
Wonderful help!! I did it already ten times.
They dont know what they are speaking about.
I tryed everything with a net or without, but noting to do.
I cant imagine to use a software done for data saving and emergency situation that is not 100% reliable.
It is like to give my kids to a drunk nanny
They fill the interface full of nice colors but it is only marketing.
The program simply does not do the job.
ATI 2010 was already full of bugs but 2011 is worse.
There are other good programs but I cant tell anything about in public.
So I give up with Acronis forever.
Anyway guys the answer it is not so far away.
Windows 7 has an excellent tool of backup that is safe simple and works great. Images, incremental,differential, backups,scheduled activity and so on.
I tested it in emergency situations,starting from disc boot, from a normal session of Win, recovering data or a full image of 90 GB and it is always perfect.
You can trust in, and it is free.
Mother Microsoft know how to do things.Try and let me know.
Sorry for my poor english I am italian.
So long
Danny
Hello all!
Thank you for your comments and for being sincere in your feedback.
I'm really sorry for you've faced this problem. Our Development team is aware of the situation, and currently working on the fix to it. The task assigned to them has a Critical status with a Top priority, so fixing the problem is currently our main goal.
There can be several causes for the problem. One of them is the offline network resources, like mapped drives, NASes, printers, etc. As a temporary workaround, please, switch on all the offline network resources, it may help to solve the issue.
We would also appreciate if you could gather the following diagnostic information:
from the problem machine, open a support case (or in case you have no support agreement - contact me directly) and let me know the cases numbers. Solving this issue is very important for us, and this diagnostic data can help to speed up the process.
Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!
Thank you!
TI 2011 locked up my Windows 7 64bit computer at the first screen. If a printer or LAN internet connection is causing this problem, something most of the computers in existence have, what kind of testing did Acronis do?
For a backup and security program, there appear to be some serious problems.
I am having the same problem, and it does appear to be completely network related. I am running Windows 7 Pro 32-bit. If I disable the network adapter (Intel PRO 1000 GT), TIH 2011 behaves normally, the GUI is responsive (at least acceptably so). If I re-enable the network adapter, the GUI slows to a glacial pace, taking anywhere from a few minutes to half an hour to simply respond to a mouse click.
I've tried this several times, with the same result. This is the only program that I have (or have ever had) this problem with.
This is, of course, completely unacceptable. And this prevents backing up to an NAS device.
If this isn't fixed soon, my purchase of TIH will have been a complete waste of money.
Charlie
???Will have been???
@Yana
I want to thank you for taking the time to let users know that this issue has reached the desks of those who may be able to code a permanent fix. Because I have found a way, at least until any updates of Avira Antivir or ATI are required, to fix the issue at hand I don't believe the information you have requested from users would be helpful in my case. I have shared very detailed posts regarding my experiences and how I fixed the issue with the hope that it would be helpful for the Acronis development team, as well as other users. If that information might be helpful, I hope you are aware of it.
Beyond that if you feel differently please let me know and I will provide the requested information, in spite of the fact that I have finally been able to get ATI running appropriately.
Great - talk about adding insult to injury...I have uninstalled ATIH 2011 for the nth time, and realize that now the Windows 7 version of Backup won't work, either! Apparently the "integration with Windows 7" feature hijacks the native software, so removing ATIH either removes the Windows software, or just messes with it since it no longer points to the ATIH software.
I guess now I have to do a repair installation of Windows in order to get back the Windows Backup!
Thanks SO much, Acronis.
I have uninstalled ATIH 2011 for the nth time, and realize that now the Windows 7 version of Backup won't work, either!
Are you using build 6597? This problem was thought to have been solved with this version, and indeed appears so on my system.
Yes, I -was- using 6597. Now I'm using nothing. I am going to have to rebuild my whole system.
I see Acronis's lack of interest in customers is making an ever-growing splash around the 'net. Good.
Colin,
In my experience, build 6597 IS the problem, at least for most people contributing to this thread. I am using 6597, and still have the glacially-slow user interface problem. That problem seems to describe the other problems mentioned in this thread.
Charlie
Hi
Same problem, with build 6597. If the NAS synology (where I put the backup) is not "switch on " ,Acronis is completly frozen...
It's really a network problem...
You know, what really toasts me is that uninstalling ATIH 2011 leaves me with NO way at all to do a backup. Windows 7 backup no longer opens, apparently due to whatever changes ATIH made when it "integrated" with Win 7. I have tried reinstalling ATIH 2010, and though it didn't lock up instantly, it appears it did not actually perform a backup, either.
As I see it now, my only option will be to reinstall Windows 7. Doesn't this mean I will have to reformat the drive, therefore requiring reinstallation of everything?
Any suggestions? Is there any way to undo whatever ATIH 2011 did to Windows 7's native backup program?
Before anyone suggests it, I already trying restoring to an earlier configuration, but I don't seem to have anything old enough to restore it to a time before ATIH 2011.
Sigh.
Tuolumne,
I have practised uninstalling 2011:6597 with integration enabled, and my W7 64bit VM has returned to it's original state. Build 5515 didn't do that. It seems that somehow there is still remanants of 5515 on your system or 6597 hasn't upgraded properly.
You would be able to re-install W& without formattign the drive, but you are likely toend up with a W7.old folder and a new W7 installation. The W7.old folder will be your current W7.
Before going the drastic route, have you downloaded the TIH 2011 clean up utility? Running this might allow your 2010 version to install and run properly.
I have tried to use the cleanup utility, but it says I need MSIZAP and directs me to a Microsoft page about uninstalling Office 2003 components. I haven't yet found a copy of MSIZAP.
No news about an upgrade who correct the problems?
I have tried to use the cleanup utility, but it says I need MSIZAP and directs me to a Microsoft page about uninstalling Office 2003 components. I haven't yet found a copy of MSIZAP.
Would you double check that it is the 2011 version and not the 2009 one you've downloaded?
If you registered, yu can download an iso to m ake a bootcd which should be able to restore even older backups, including ATI10. If you have no other recourse, that's worth a try.
For an update of my post #45 in this forum please go to this link. It will take you to another forum on this site. http://forum.acronis.com/forum/17092?page=1#comment-55970
I just read about Peter Ruddock's solution to the sloooowww GUI and applied it and for the first time ATIH 2011 is responsive when I use the GUI. Before, every move was excruciatingly slow. I have a Western Digital TV Live media player and it shows up as an attached network and also as a network shared drive. I only switch it on when I wanted to use it and of course every time I was using ATIH it was off. Solution was to delete the network shared drive. I still shows up as a networked device but not as a drive.
Interesting that the GUI slowdown (about 10-30 secdonds between each mouse click) occurs on XP 32bit machines also, even after removing the 6597 version, running the cleaner and then installing version 5519. It ran fine until I started creating some tasks. It'snot jut a W7 issue or a 64bit machine issue.
@Scott Hieber
May I ask what antivirus software you're running and also whether or not you're on a network?
I use KIS 11.0.2.556, although the problem occurs even with KIS turned off and with it turned on AND all the ATI exe files excluded from any scans or monitoring in KIS.
I actually msconfig disbled everything but MS services when I uninstalled and installed.
Th PC is attached by wire to a Cisco/Linksys WRT54GS router on a simple home network as are a number of other PCs in the home. The router is always on but most of the PCs are not turned on at the same time.
IF the GUI is minimized, the backups run faster, and all other progs run faster, but when it is maximized, Trueimage takes about 70-80% of CPU resources and everything crawls accordingly. Which is pretty much how others have reported this sort of problem.
A suggestion to all people posting here that may stop a lot of confusion and looking back in previous posts. Click on My Account at the top left of any thread and create or update your signature with at least the following info.
your operating system and version and bittedness
Your version of Acronis and its update level
Your brand of antivirus or network security and its version level
For an example see my signature, newly created today. I cant see any way to use the Rich Test Editor when doing this but at least make it bold so it shows prominently. You can do this by using the bold tags around your signature. The opening tag is a b enclosed by < and > and the closing tag is a /b enclosed by the same symbols.
Either my suggestion to make bold signatures with the b /b tags or my suggestion to make signatures bold is causing a problem with all subsequent posts to be bold. Instead of using the b /b tag in signatures try using the strong /strong tags. I note that, although it works, the b /b tag does not seem to be supported in signatures. My thanks to Colin B for drawing my attention to this.
This has the advantage of allowing any Acronis employee scanning these columns to know what your system is without having to ask or check.
edit
I missed this when I did my signature. Underneath the signature entry is a line that says Input format . Click on it and you get some formatting options. More info can be gained by clicking further down that page or here on More information about formatting options.
Bob,
I see you use the 'dreaded' Avira A/V, there is a known compatability problem with this and TIH products.
Colin, thanks for the info.
I was aware of it but IIRC the problem was with Avira free. I actually pay money for mine. I dont have any problems, known to me, with ATIH 2011 build 6597 (and TIH 2010) or its usage with Avira AntVir Premium. My only problem, apart from a completely idiotic GUI, with ATIH 2011 was the slow GUI which, as I indicated several posts earlier, is now fixed. I removed the network share drive definition for my Western Digital TV Live media player and that did the trick. I will reinstate that share soon but I will ensure that the device is powered on if I have to make any configuration adjustments to my backup definitions.
Just for peace of mind, I will check out the Avira problem again.
edit
A partial quote from the release notes for ATIH 2011 build 6597.
There is a known conflict of Acronis True Image Home 2011 Nonstop Backup with the Avira antivirus software, which may lead to the following error on the Acronis True Image Home 2011 side after installing Avira Free AV and restarting the PC:
I dont use Nonstop Backup and I dont use Avira Free AV. I hope that will keep me out of trouble.
I have corrected my earlier post about the way to do bold in signatures. So that people may be notified of this correction I have reproduced it again here.
Either my suggestion to make bold signatures with the b /b tags or my suggestion to make signatures bold is causing a problem with all subsequent posts to be bold. Instead of using the b /b tag in signatures try using the strong /strong tags. I note that, although it works, the b /b tag does not seem to be supported in signatures. My thanks to Colin B for drawing my attention to this.
@Scott Hieber
Just fwiw, when experiencing these types of problems with either the MS antivirus or Avira antivirus software the problems would not go away if I disabled or even prevented the software from loading, as I believe you were describing But when I COMPLETELY UNINSTALLED the antivirus software ATI becomes perky as can be. I noted previously that ATI may have worked properly with AVG installed, but I believe that may be incorrect - I may not have spent enough time testing with AVG installed. (I didn't like it AT ALL.)
I'd be curious if your problem might be better if you completely uninstalled your av software as well. You know, I actually didn't even think of Kaspersky... But I don't see a free version I can use to test my current working theory. (And for the same reason mentioned in a previous post I'm not sure that I want to install a trial version.)
NOTE:
Cute how the tags (in signatures?) from previous posts have leaked over to all messages posted afterwards - this bulletin board software is not very impressive for this and several other reasons. Because things are obviously still messed up after switching from "b" to "strong", I'd suggest not using tags in signatures.
Dear All
I will stop with Acronis.
It is not working with a net or without a net. With antivirus or without. One day works and another don't.
So THEY have to fix the problems not me or you. It is their job.
Mi life is already busy enought to avoid to waste time to fix somebody else problems.
So Acronis bye bye. It is the last time you suck money from me. (And A lot of other people i guess).
They told me they are working on the problem and when it will work properly they will let me know. I hope so.
For me I stop here.
Goodbye everybody.
Danilo Doronzo
Hello,
Stop with Acronis TrueImage is what I've done. I keep using Acronis online backup which seems to work (already uploaded 90GB of data).
I was having a support call opened for the FTP access (backup on FTP) but have asked to close it. The issue that I've with FTP has already been raised by others here with other brand of FTP server (synology in my case, Qnap in a thread here).
Error messages are the same and more than that it was working with older release of trueImage (TI9 or TI11, I don't remind).
As said by the original poster, I've no time to spent on installing other software (wireshark, log, etc) asked by the support just to perform tests that should have been done in beta testing.
I was having as well the slow response time when you have network shares, plus in my case, no way to enter a user with NO password for backing up on a share drive.
Using a different user (in acronis) than the windows one which has no pwd, put my PC in a strange state where network shares were no more accessible after acronis run (problem as well reported on synology forum).
All this was under windows XP sp3, NAS under DSM2.3 so not affected by the now corrected (by synology) DSM 3.0 access bug.
Moving to seven 64bit, I decided to not install true image because reading this forum it seems to kill seven integrated backup feature.
So I've spent some hard earned euros on a competitor product, installed on Win Seven with no issue.
Yes it doesn't allow FTP backups (but 2011 FTP is not working) and the GUI is quite outdated but at least is it running well and fast allowing using users with no password, using the windows scheduler, no issue with network shares, winPE boot disk, etc.
I'll keep an eye here just to know if they finaly but trueimage on the good path.
David
OK, I've found the person who has the malformed closing bold tag, and PM'd them. Once they move the escape character to the other side of the 'b' all should be well again.
Well, one has to draw the line somewhere. If I have another afternoon to kill, I might try uninstalling KIS and seeing if that helps, although I would never run the PC that way except for a momentary test and only if I can find more hours to spend on ATI. Between the two programs, no questions which I would drop.
Meanwhile, finally have ati2011 running on schedule and if the scehduler keeps creating backups, I'll be okay for the time being -- so long as I don't have to open what's being called the "new coke" interface, I think the machine will be okay.
And I can always go back to the golden version (ATI10 --- not ati2010 but ati10) -- my machine is not so new to rule that out. I only installed ati2011 to try to be familiar with it. I only have it running (so to speak) on one machine. I use other versions on all my other machines.
@Scott Hieber
I'd be curious if your problem might be better if you completely uninstalled your av software as well. You know, I actually didn't even think of Kaspersky... But I don't see a free version I can use to test my current working theory. (And for the same reason mentioned in a previous post I'm not sure that I want to install a trial version.)
Disclosing the specifications for a particular machine is prudent when someone is reporting on a particular problem on one machine however, many of us have multiple machines of diff types, with diff OSs, diff versions of ATI, etc. So, it might not be helpful to everyone putting all the info in signatures.
More importantly, for a perosn reporting a particular prob on a partiocular machine, I'm not sure signatures are the best place to put this info. When you change your signature, it changes for every one of your messages, old and new, so an old post that might have related to one particular set of specs, will, at a later date, appear to relate to another.
Dex,
Which product or manufacturer did you finally go with??
Wow, what an ordeal! After four tries I finally managed to do a repair installation of Win 7 and can now do a backup! When I uninstalled ATIH 2011, it took the Win 7 backup with it - clicking on the Win 7 Backup & Restore panel, nothing happened. I tried System Restores to no avail. I reinstalled ATIH 2011 - no, still nothing.
Now I'm starting to think there may be a virus in ATIH 2011...
I -will- keep an eye on these forums to see if Acronis ever manages to put out a useable product, but I'm not going to hold my breath.
@Scott Hieber
Indeed, and I can fully understand not wanting to pay for a piece of software you then have to spend hours on on end testing and troubleshooting when that should have already been done by the company you just handed over your hard spent money to. Even though I, luckily, haven't entered a bunch of settings into my antivirus software that have to be recreated every time I un/reinstall, it's been a pain anyway. Plus, what kind of garbage am I leaving on the hard drive, in the registry or whatever from trying out all kinds of different pieces of software? And yet how much BIGGER of a pain would it be to take an image beforehand every time, especially using a piece of software which is bugged all up?
Yeah, I understand. But, should you decide to try it out please share your findings?
My ATI scheduler works just fine as well, as does performing any actions via the Linux boot CD. It's just the Windows GUI which is all fubarred for me.
I have no "golden version" to fall back on - I'm a new Acronis customer. I am a long time customer of "the other big one," though. I hate feeling like I might end up going back, tail between my legs. BUT, one thing I have to take into consideration here is at least ATI has not messed up on a single scheduled image creation though - I'd have to constantly intervene with "the other program."
Dex,
Which product or manufacturer did you finally go with??
Macrium product, it has clearly less features than TrueImage but for my basic usage (weekly backup 3 partitions on a network share) it is working.
I've not tested the windows seven backup, perhaps it is able to perform well as well.
Hi everyone,
look I just want to thank everyone for this particular thread. I have been having issues with running 'Acronis True Image Home 2011' Upgrade(build 6597) since December when I upgraded due to non-support of Windows 7 for my older version '11' of the software.
From the moment it installed the program would freeze when I selected 'Disk and partition backup' and the 'Disk Backup' screen came up. The symptom was a rotating circle that would continue for close to 12 minutes (last timed effort). Once this had populated attempting to move to 'Disk backp options' produced the same circle for the same length of time.
I was in touch with Acronis Support and they asked me to download a new version of the SnapAPI (whatever that is) but I ran into an error that said "The system administrator has set policies to prevent this installation". Even though I disabled all UAC settings and went through countless changes to my system to attempt to install it, it would not install.
Coming to this thread helped me straight away. As this was a new machine I had previously mapped two network drive shares to the old machine to copy over alot of data. As the old machine was only on some of the time it was mostly appearing with the disconnected drive mapping cross in Windows Explorer. Disconnecting these drive mappings IMMEDIATELY resolved the issue. Acronis TIH started blazingly fast and found my back up media with no pause! It runs like a champ. I would like to thank you all for your comments without which I would have been floundering for some time to come.
The frustration is that the poor support staff member either does not know about this issue or does not believe this is the issue. I have pointed him to this thread. :-) I understand that they support any number of programs with any number of faults but I would have thought they had "Known Issues" based on key fault symptoms?
Anyway, thank you all once again and good luck with your own versions of this problem.
By the way, I am running Windows 7 Professional on a Intel i5 chip with 8GB of RAM, 3 partitions.
Regards
Jason.
When I booted my machine this morning I got a notification from Acronis that a backup had failed. Now, I don't have backups that should happen when I boot and it was too early for shceduled backups so clealy something was wrong here. I started Acronis and looked at the log and found an entry for a failed validation with no name and it failed for a file it could not find. I don't have any standalone validations. I validate each backup as it happens. A bit slower that way but at least I have the best chance (I hope) of going forward with a good backup.
The real news is that there was also a notice that we have a new version of ATIH 2011 out. I have not checked it out yet but I wont allow the current version to upgrade itself. I am going to try and completely uninstall the current version and do a registry clean and then install the new version. IIRC there is an Acronis cleaner around somewhere. I know it will be a pain entering all of the definitions again but I hope it will have a best chance for a good result.
I may also defer doing all this until some others have done it first.
edit: I see that the new build is dated 4 February so maybe some others have already done it.
edit again: I see that although the new release of 6696 has a file date of 4 Feb it has just been released on 10 Feb (11 Feb in AU). Here is the forum post announcing it http://forum.acronis.com/forum/18856 . So who is going to be the first to try it?
I did update it, without uninstalling everything (I know, this is risky). So far so good, things are working the way they used to. In fact, none of the fixed issues apply to me, and the issues I have are not supposed to have been fixed. So, nothing really new under the sun for me.
THE NEW VERSION IS OUT
I have been using it and all appears good so far .
Having nothing to lose, since ATIH backup after updating to Build 6597 wasn't working for me (the network issue, for which workarounds that involved removing or disconnecting network drives was a complete non-starter for me), I installed the latest update (Build 6696). So far, it seems to work. I can set up a custom file backup without ridiculous delays between dialog boxes. Only tried it with a 20GB backup, but it did seem to work. It's still not real snappy, but it is acceptable.
I still think there are still some interface issues, but that's a topic for another thread.
I'm interested to hear what others have found.
Hi
I received a message today to say there was an update -installed it -BINGO -all appears ok so far -lets see what others think -i now dont have to switch on my network .
Do others still have a problem with anti virus and program ?
DO LET US KNOW PLEASE
The delay issue persist on my XP machine. Doesn't matter if KIS is turned on or off.
I just installed build 6696 and there is no change for me either; the delay issue continues. I'll post back if I see any other changes as I use the software more and test it further. I have not tried uninstalling the a/v softwre or anything with this build - not even sure if I'll bother at this point. I feel kind of -- let down I guess. I guess nothing is new under the sun for me either!
@Scott Hieber
Just fwiw, I never saw any change in ATI's behavior if I turned on/off my av software - I had to completely uninstall it to see any difference.
So far, on the basis of these early build 6696 reports, it seems that if your issue had to do with networking, the new build has improved things, but if your issue involves antivirus software, it still isn't working. For me, it was the networking issue, and now ATIH is working acceptably. I use the Comcast version of Norton 360 for antivirus.
I'm still not COMPLETELY convinced the av software is problematic, maybe 85% though. I'd like to do more testing but kind of feel like the air has been let out of my tires. I have a few different things going on and this is just one of them - very time consuming.
Something interesting on the "networking" side of things I discovered after installing the latest build though... I've added a new file server to my system since I last had time to do any testing with regard to this ATI problem. The file server is a Linux box with a single share set up with no credentials. I have two WinXP boxes and a Win7-64 box which connect to the share, no un/pw needed, just fine.
After setting up the file server I ran a clone operation from ATI b6597, using the share as a backup location - no problems beyond the "slow interface" issue. (As an aside, the backup itself was very speedy - indicating that my NAS is a slow piece of garbage - stay away from WD MyBook World II!)
After installing ATI b6696 I created a bootable media CD (ERD) and tested it out. The first interesting thing is when I chose to "restore" an image the default location in the browse window pointed to the new share on the new Linux box! So, the software, even booting from a CD, is either searching for shares or reading information on the hard drive with regard to locations of images. I don't know what critera it chooses to pick an initial location though, because that specific share is only one of several places I have images stored. As I've said before, I REALLY DON'T NEED ATI TRYING TO DECIDE WHERE MY IMAGES ARE. I will tell the software, and obviously, the software trying to keep track of these locations outside entered backup routines is problematic.
The other interesting thing... When the browse window first opens, it shows the TIB files in the share location on the Linux box. It lets me choose them. But when I choose browse in the browse window in order to indicate a different location for TIB files a box pops up asking me for credentials. Asking me for credentials of the share I'm already connected to and seeing a directory listing of? Seriously? I had to fiddle around with that for a good 5 minutes or so, finally making it "error out" by inputting made-up credentials for this "non-credentialed" share in order for the browse window to allow me to finally browse to a different location. And again, this is from the ERD, nothing to do with the Windows GUI...
I'm not sure what was changed in this build, but nothing is different for me, that's for sure. I can't use my new Linux file share as an indication things are WORSE for me, but that's only because I didn't have that file server attached to my network last time I used ATI.
When you reinstalled th aV, did the issue return?
I just installed build 6696 and there is no change for me either; the delay issue continues. I'll post back if I see any other changes as I use the software more and test it further. I have not tried uninstalling the a/v softwre or anything with this build - not even sure if I'll bother at this point. I feel kind of -- let down I guess. I guess nothing is new under the sun for me either!
@Scott Hieber
Just fwiw, I never saw any change in ATI's behavior if I turned on/off my av software - I had to completely uninstall it to see any difference.
I have the same issues with build 6696 I've had all along. I actually had the av installed (and was living with the "slowdown issue") before installing build 6696. It was still installed when I upgraded to build 6696. I haven't yet tried uninstalling MS Security Essentials since installing build 6696.
"I have the same issues with build 6696 I've had all along", too.
I spend now for at least some days each day 30 minutes (my break) to get information and a whole picture for the problems with ATI and those that are similar to mine.
I am totally frustrated by the public ! support Acronis offers here. There is nothing. Only one or two guys trying to help and asking users to run some diagnostics tools that at least need some deeper PC knowledge. That is unacceptable.
ATI2011 is gone and so the money we spend for 7 machines. And yes, I will not open any support ticket or ask for a refund. And yes, we will not buy 2010 or 2009.
At the moment I have a nice support contact from the Norton forum and deciding which product we will order since we will upgrade our stock of PC's in our office and redesign the whole backup concept. At least I spent now enough time in this bogus support forum.
Good luck for the others hee. In most of the time you spent your time here you could have earned enough money to buy a nice office license from Symantec Recovery or other products.