Unable to backup or delete current backup

Hello,

I am posting on Mr Dawson's behalf. I support his laptop and we have been struggling with Acronis True Image 2015.

The install process went fine and i set up an incremental two hourly backup to a hard drive he had but it kept failing. Mr Dawson bought a new 2TB external drive and i set Acronis to backup to that instead but this time an incremental once a day and the first backup when both drives were connected ran fine.

With only the new drive attached it wouldn't run the backup and the backup now button doesn't do anything. I thought the best thing to do would be to delete the backup and start again. So i asked it to delete the whole backup which removed the backup files from the new backup hard drive but it then hung.

After terminating the Acronis process i can restart application and remove the backup settings and recreate the same backup but it won't backup and i can't delete the whole backup.

As soon as i plug the old hard drive in it tries to backup but because the new backup files on the new hard drive have been deleted it can't.

We are stuck. Has anyone got an idea what the solution is?