Build 6597 another FLOP

Your conclusion is partly right / partly wrong. I have 2 Win7-64 systems (not identical hardware). One has 8 gigs ram, one has 4. On the system that has 8 Gigs, my Acronis 2011 Rescue Boot CD causes my system to reboot while loading the "Full System" version of Acronis; The Fail Safe version runs fine. This occurred on all builds of 2011 so far. On the 4 Gig system, both programs load and run OK. SO it's not strictly a Win7-64 issue. The rescue CD boots a Linux Kernel (Not Windows) so technically it can't be a Windows issue. The Linux kernel that loads with the Full System version appears to have some incompatibility with the hardware on my 8 gig machine. I've tinkered with this for many hours, and in the end, I got the Plus Pack and generated a WinPE bootable Rescue Media and its working fine now. The WinPE configuration actually boots a Windows 7 (32-bit) kernel from the CD and runs the windows version of ATHI as a plug-in.

Perhaps Acronis will get a Linux kernel that has broader compatibility with the hardware in the field. The 2011 Rescue CD is the first in several major ATIH releases that simply won't boot on my hardware.

I was surprised about this as well, but persevered and got the WinPE solution to work.

Since there are a lot of people reporting boot problems with the newer Rescue ISOs, I think Acronis should just bundle the Plus Pack into the product and let users decide for themselves which rescue media they want to build.

JS.

What is the Fail Safe Version
Joe

No. Fail Safe version worked fine. However, I store my backups on a 2 TB NAS device and the Failsafe version does not load the network device drivers... So it's basically useless for me. I need the Full System version of the Linux ISO(or in my case a WinPE system that has required network support and the WinPE plug-in).

Just want to be clear too.... When you install and run ATIH on a Windosw 7 x64 system, you are running a 32-bit ATIH Windows program under 64-bit Windows. When you boot the ISO Rescue media from CD, you are booting a Linux OS and the ATIH program is a Linux executable - its a totally different operating environment than Windows. If you build a WinPE CD, then you are booting a 32-bit Microsoft Windows Kernel and the ATIH program is a 32-bit Windows executable that runs as a WinPE Plug In. This is much closer to the way the app runs normally under your regular desktop Windows. You may even be able to build a 64-Bit WinPE boot CD, but I haven't tried - Since Acronis is a 32-bit app, it seems pointless to make the Boot CD 64-bit.

Joseph,

In your account under the 'add ons' tab is the Acronis SAFE media and BartPE.

Download these and install them, then make a new rescue CD and it will now have a SAFE version option when you boot from the CD. The SAFE option uses BIOS calls to access the hardware on the Pc rather than Linux drivers.

BartPE is a seperate program and requires downloading BartPE from the BartPE website. This is a type of 'lite' XP - similar to the environment used when you install an OS. The advantage of BartPE is that as it is Windows based all your hardware should be recognised, it will also be slightly faster than a Linux based Cd.

As well as the BartPE download you will also need access to the Windows XP installation files.

Acronis has a strange business model. You buy their product, it doesn't work, then you have to jump thru multiple hoops to get the functionslity they promised, and in the end the product still does not work.

All this and NO TECH SUPPORT. This has been going on for years and they still have not learned

Does Acronis have any fixes for the large nomber of build 6597 problems posted on this Forum

Joe

Acronis TI Home 2012 - coming soon for only $45.

Sad..... but probably true. :-(

I wonder if Acronis ever reads ththis Forum so it can learn and fix user problems

Acronis releases a new version every fall, or has for many years. This means work on the current release probably ends within six months of release and resources are devoted to developing the new version. so an udated build around jan or Feb might be as late you'll see one. After that it's wait for the next version and see what it does. Acronis doesn't publish a schedule on any of this, I'm just saying this is what I can conclude from what I've seen for the last 7 versions or so.

Acronis still lets you try a version for free and I recommend that any prospoective buyer do that. I don't think any of hte imaging programs work on all PC setups -- there are just too many hardware/software permutations. Also, the short (one-year) life cycle of the versions doesn't provide much time for version to be "perfected."

Joseph Schatz wrote:

I wonder if Acronis ever reads ththis Forum so it can learn and fix user problems

They actually do, but they don't necessarily respond to all problems with solutions. Some they do. I think it would behoove Acronis to put together a small team whose sole job is to engage this forum, gather information, investigate problems reported (and duplicate them as best they can in their own environment) and then file "internal" bug reports to the development group for legitimate bugs. I for one won't contact Acronis through their "paid" support model because I feel paying them for the ability to report bugs they should have resolved in their own development cycle is just encouraging more "bad behavior".

My conclusion is that buidl 6597 does not work with Win 7 64 bit.

This is not categorically true...I'm running 6597 on Win7/64 bit machine with 8GB of physical RAM installed. No particular problems noted.

Ronal
Have you tried to restore with
1. a restore disk generated by your installed 6597
2. the ISO restore disk

I stupidly opted for the "offer" to upgrade to TI Home 2011...
I installed the version - build 5519 and it worked fine with Non Stop backup. However, it almost immediately stated that a new build was available - build 6597. This newer build was installed and the product just simply stopped working. I try to go into Non Stop backup and windows simply reports that the product is "not responding".
I uninstalled the product completely and then tried to download the new version build 6597 directly i.e. not an upgrade to 5519 and again after the install, the new version again just hangs when trying to go into Non Stop backup.
A further uninstall and a reinstall of 5519 and this time - ignore any reference to the newer build and 5519 works without any problem.

Clearly Acronis do not test ther new builds to any degree of quality before releasing it to the unsuspecting public.

Their product simply does not meet the requirements of what they claim the product to do. By law they could be forced to giove customers their money back under EU law as it is clearly "unfit for the purpose for which it was purchased".

To expect customers to pay for support of a crappy product release is totally unacceptable.

David,

It may appear unfit for purpose to you, but it obviously works for some, so can't be entirely unfit.

Personally I'm not over enthused about the auto upgrade (good idea, but it does seem to hog resources).

Do you have a Heinz 57 machine or is it a brand name one?

Is it just NSB that stops responding for you with 6597?

What OS are you using and where are you keeping the NSB files?

If you are using W7 what is the debug message you get? If one doesn't auto appear, whilst the message is on the screen, open up Windows Task Manager, right click on the TI entry and select dump.

Are you using an Alvira based firewall and A/V - though, if this is the case I would have thought 5519 would ahve played up as well.

Hi,
I'm Customer for a long time. I registered on site 5 software, but
I am very disappointed by Acronis True Image Home 2011 # 5519 and 6597.
I have the S.O. Windows 7 Business 64-bit, motherboard Asus Maximus Formula III,
video ATI Radeon HD 5800 Series, processor Intel QuadCore i7875K, ram 8 Gig.
Your software is in conflict with Microsoft Office 2010 (and with Office 2007)
and blocks or slows down all applications.
The bad working is the same . When I do call, ATI doesn't do anything, it just stops and I'm obliged to restart th pc.
The skeduling works perfectly.
I have Seven 64 bit and when I try on anolther pc with Seven 32 bit, everything works perfectly.

The bed working started when i installed Microsoft Office . Before installing Microsoft Office everything worked perfectly
.

Hi,
I'm Customer for a long time. I registered on site 5 software, but
I am very disappointed by Acronis True Image Home 2011 # 5519 and 6597.
I have the S.O. Windows 7 Business 64-bit, motherboard Asus Maximus Formula III,
video ATI Radeon HD 5800 Series, processor Intel QuadCore i7875K, ram 8 Gig.
Your software is in conflict with Microsoft Office 2010 (and with Office 2007)
and blocks or slows down all applications.
The bad working is the same . When I do call, ATI doesn't do anything, it just stops and I'm obliged to restart th pc.
The skeduling works perfectly.
I have Seven 64 bit and when I try on anolther pc with Seven 32 bit, everything works perfectly.

The bed working started when i installed Microsoft Office . Before installing Microsoft Office everything worked perfectly
.

I have noticed that the impact is much greater if I have the main ATI program open -- if I start the bacvkup and then minimize or close themain program -- the backup continurs to run -- the impact on other programs is greatly reduced.

I am running Win 7 ultimate, MS Office 2010 *without* Outlook and TI 2011 6597. I am not seeing any performance hit (so far)

Hallo Pat,

Thanks for the suggestion. Now I feel.
Let me know if you have 64-bit Windows Seven.
Because I already know that all is well on the 32-bit

Giorgio

(I may have posted the following somewhere else, or I didn't hit the right button:)

I am running the 64bit version or the OS, and the 32bit version of Office 2010 on it.

Installed TI home 2011 today it updated to 6597 . Tryed to get it to go for hours but the program kept hanging and the destination window for the backup would always lock the program when selected. I finally loaded the old version off the disk 5018 that one at least runs but its very slow.

Windows 7 64 home Hp dv6 8mb 7200 rpm 500 meg drive intel i5 540

Version 5018 ran but it has issues
The progress bar and time remaining does not update any where near correctly.
I started a 70gb backup over Ethernet at 8 this morning it finished about 2:30
just before it finished it said I still had 7 hours to go. It was going to take 22 hours over and N based router
and an N based laptop.

For Charles
I had the same problem with Acronis true image 2011 build 5519 and also 6597!

I uninstalled Acronis Tru Image 2011 and installed the old version, Acronis True Image 2010 Build
7046.

Now I run everything.

I have Windows 64 bit Seven Busines, 8 GB RAM, QuadCore Intel i7 875 processor 3200MHz;
motherboard Asus maximus formula III, ATI Radeon 5800 series; HD 900 Gb (3 HD of 300 Gb Western Digital)

Can you load and use acronis 10 7046 with a 2011 license?

No
I have the license for the 2010 too

@Charles,

I suggest downloading the 2011 installer from your account and then trying a repair install, you should get a repair option from the installer.

It sounds as though a file was in use when the upgrade went ahead and it wasn't replaced or updated properly.

I had never installed any acronis files it wasn't an upgrade this is a new dv6 hp with window 7 home 64 bit. I unistalled 2011 from the control panel before installing 2011 6597 the second time.
Is your machine running 6597 in a reasonable way

Charles Jutkins wrote:

I had never installed any acronis files it wasn't an upgrade this is a new dv6 hp with window 7 home 64 bit.

Was True Image pre-installed on your machine by HP then? *EDIT* reread your post, I thought you'd had TI 50?? previously on your system and then upgraded.

So the install was off a CD? I was going to query the 5018 as that was not a downloadable RTM build.

Is your machine running 6597 in a reasonable way

Yes, though at this moment that is on a Win7 IBM laptop and various VM's. My main PC uses ABR10.

It might be that there is some HP utility that is conflicting with TIH, there are a number of ways to attempt to find that out.

So to be clear, you've got the actual Installer file for 2011:6597 on your PC?

I would now be tempted to uninstall, run the 2011 Cleaner, then reboot. Re-install.

It didn't come with any backup software other than whats in windows 7 I installed Acronis yesterday from the Disk that came with
it but it wanted to do the online update ,6597 which is what didn't work

My personal preference, is to take note of the upgrade available notice and then deny that and download directly from my account.

Ok so I went right to the web site and found the download and looked at the history I was able to load 5519 and it will allow the destination backup to be selected . So I gave 6597 another try same result does not show any drives and if you try to select any it locks up.

That being the case, I suggest raising a support ticket with Acronis as obviously something that was 'fixed' in build 6597 disagrees with your system. As you only purchased the product in the last few days, you'd be entitled to the 30 day free support option.

I reported similar problems with 6597 on my Win7-64 system here:
http://forum.acronis.com/forum/17092#comment-53824

Ok I tried the chat option there is no one to chat is just runs you around in a circle directing to online solutions or back to here

Ok I tried the chat option there is no one to chat it just runs you around in a circle directing to online solutions or back to here

Charles,

Did you log into your account first before hitting the support button?

Yes

Gork wrote:

I reported similar problems with 6597 on my Win7-64 system here:
http://forum.acronis.com/forum/17092#comment-53824

Gork, listing your problems here is the forum is not notifying Acronis of your problem. This is a forum manned by volunteers. Acronis is the host just providing space for you to post your issues so others may be able to help you.

If you want official support, click on the support button in upper right corner of this webpage and submit a written support request or get help via Live Chat support. You are entitled to 30 days free support from date of puchase of 2011,

The support button appears to be a buggy as there software how many times do I have to log in . It says welcome you are logged in but nobody responds in the friggin window and it just leads you back to the self help and yes it was during there suppor hours
GroverH you are really irrataing

The support button appears to be a buggy as there software how many times do I have to log in . It says welcome you are logged in but nobody responds in the friggin window and it just leads you back to the self help and yes it was during there suppor hours
GroverH you are really irrataing

Charles,

Is it possible fro you to show some screen shots? I've just tried the chat form and it appears for me.

The options change depending on the choice of problem type versus product.

Which browser are you using and are you logging in via the US website or another one?

Is Java enabled and working properly in your browser?

The steps I took were.

1. Clicked on Support at the top of this forum.

2. Clicked on START HERE under the Contact Support option at the bottom of the page.

3. Logged in when asked.

4. Selected Technical Issue with product.

5. Selected I am running a full version of the product.

6. Selected (in my case) TI 2011 with PP

7. Selected Recovery issue - the support option doesn't appear for any other issue which seems strange to me.

8. Selected alternately Live chat form and Submit a request via a webpage option. Live Chat is shut for me at the moment, but the web form opened OK

Which part don't you get to?

Ok, thank you GroverH. I am over 30 days and cannot see the point in paying Acronis to report bugs to them which many other people are also apparently experiencing with this version of the software. I've been curious if any of this information would get back to them, especially with the number of people reporting similar problems and sounds like you do not belive it will.

I feel foolish for jumping into a messy product trying to relieve myself of Symantec/Norton for the same reason. I will watch for something which works better than both Ghost and Acronis, or at least is released by a company which has something in place to be able to receive feedback regarding problems with software without making customers pay to report issues. (I don't want help to fix problems, I only want to report them.) I haven't had problems with the Linux boot CD as others have had, so I guess I can fall back on that if I need to in the interim.

Thank you for your response.

EDIT
Toned things down a bit. ;)

The behavior you describe sounds like this could be prob with your PC and how it handles redirects. Try it form a diff PC and see if you don't get diff results.

As for Grover, I hope your were kidding. I don't think anyone has put in more time and effort on this forum to help folks than Grover -- and that's all volunteer work; just one user truying to help others. I understand your frustration; who hasn't been terribly frustrated with how complicated and often unreliable personal computing has become. It would be a shame if, on top of that, folks starting letting personal invective enter into the discussion.

Charles Jutkins wrote:

The support button appears to be a buggy as there software how many times do I have to log in . It says welcome you are logged in but nobody responds in the friggin window and it just leads you back to the self help and yes it was during there suppor hours
GroverH you are really irrataing

HI Gork,
Thank you for responding and you did correctly interpret my respose in post #38. My reason for posting was that I thought you mgiht be waiting for an Acronis response and they may or may not see and respond to your posting. Creating a support request is their official way of supporting the end user.

Thank you Scott for your personal comments. My apologies to Charles Jutkins if he found my responses irrating.

@GroverH
Yeah, I think I correctly interpreted your response - it's amazing that Acronis has people like you who are willing to do what they should be paying employees to do and I appreciate the time you put into trying to help others with a program you believe in.

I guess my hope is that enough people will share their issues with this latest release so that maybe, just possibly, Acronis might take interest. I read a lot of posts before I created my first and I am fully aware that Acronis doesn't take much of an interest in these forms. While kind in initial appearance, there is not much help or follow-through. It's still a bit tough for me to understand this mindframe of "you must pay us to report bugs in our software," and can't understand how that mindframe will keep their customers happy. But Acronis has been around for quite some time, so maybe that's the wave of the future with regard to customer support.

Sorry for the cynicism; I'm cynical by nature anyway, and this is not directed toward you or others who are doing a better job at providing support than Acronis' own paid staff.

PS: I did not capitalize "customers" throughout this post and am a bit confused at some of the changes this forum software makes to my posts when I click save.

Log into site got to support state who i am the version i have and chat when I push submit after having filled out all this information it takes me to this handy character which basically gives boxed solutions and lead me back here so were is the support.

Ok not getting to support was my fault because firefox was suppressing pop ups .
So they told me to load the latest API Drivers from the website, this however did not solve the problem .
Next they wanted me to make some bootable media at which point I gave up.
Im staying with 5xxx for now but at least my complaints are documented with there tech support.

the driver they had me download is a 32 bit driver
http://download2.acronis.com/s/support/ticket/586/SnapAPISetup.msi?e=12…

I feel support is going through and automated script that might as well be posted on the web site.

I got this today

Reloading the Api software did not make any change there is still nothing displayed in the destination window . If you look at the forums on your website you can see that there is a major problem with this release its not an isolated instance or user error. This release needs be pulled back offline until another version thats doesn't have problems can be released at least . I am talking about build 6597 from acronis 2011 it looks like the previous versions aren't so good either.

On 1/16/2011 12:23 AM, Utpal Neog wrote:
> Hello Charles Jutkins,
>
> We are following up with regard to your recent Acronis support case #01020917. The reply to your original question was sent out on 1/13/2011. We would like to make sure your issue/question has been resolved. Please Reply to this email and simply enter "RESOLVED" as your response if it has been fully resolved to your complete satisfaction.
>
> If you are still experiencing the same issue or are not completely satisfied, please Reply to this email with any additional information so we can continue to assist you right away.
>
> We look forward to your reply.
>
> Thank You
> Acronis Customer Central
> http://www.acronis.com/support/
>
> Acronis, Inc.
> 300 Trade Center Suite 6700
> Woburn, MA 01801 USA
> http://www.acronis.com
>
> ***Note: To ensure your reply is received, please do not edit the subject line of of this email.***
>
> [ref:00D3Zcb.5005BUO4E:ref]
>
>

Hello all,

Thank you for your comments and being sincere in sharing your concerns.

Colin, GroverH, Scott, thank you very much for your help.

Unfortunately it is right that Forum is not a support channel, but a Community. It's only moderated by Acronis (see Forum TOU). Thus for immediate technical assistance you need to contact Support directly.

Gork, your concern regarding the PPI is entirely understandable. Still I would like to inform you that we do refund PPI purchase if a User has an actual bug (not a configuration or drivers conflict, or else).

Giorgio, the issue you report seems to be related to some low-level drivers conflict. I can see that you've already opened a support request and provided us with the required diagnostic information. The data uploaded was transferred to the Testers team. I've sent a speed-up request, hopefully we will have news in a shortest timeframes.

Charles, I've checked the case you've opened. It's highly possible that the issue is related to the low-level drivers conflict, and we need some additional diagnostic information. I've send you a message with the instructions, please follow them and provide us with the data requested in your reply to my e-mail.

I must say, I entirely understand how frustrating the situation is, and will do my best to help with all the issues reported. Rest assured I've forwarded all your comments and feedback to our Management team - they have taken it under consideration.

Please let me know if you have any questions, or feedback.

Thank you!

@Yana
Thank you for the clarification regarding the refund of PPI charges. However, the decision on whether a charged will be refunded or not is complete subjective and one-sided. I know I'm a relatively new Acronis customer, but I've spent a lot of time reading documentation, reviews and peoples' comments in these and other forums over the space of the past few years. I don't ncecssarily feel I can trust that I would receive a refund for a PPI incident that I felt entitled to. And I still find it inappropriate that I should hand over my hard earned money for even a short period of time in order to report problems and/or bugs with the software or offer up suggestions. The entire process is questionable at best.