Acronis 11 "hangs" during backup

Discussion in 'Acronis True Image Product Line' started by Lisa_Sanders0403, Sep 16, 2008.

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  1. Lisa_Sanders0403

    Lisa_Sanders0403 Registered Member

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    Hello all!
    I’m somewhat new to Acronis True Image. I use version called 11.0, build 8101. I’m pretty experienced with PCs, though.
    I am having problems with the software hanging during a backup process.
    Right now the software is running and has shown “Operation in Progress 50%” for about 6 hours. Also, I don’t see any disk activity or lights, and no CPU usage either. It seems stuck.
    I read the ATI manual almost completely. I also found good manuals here from Grover and I read those too. The most useful one I found was by a member here named CatFan432. This member wrote a file called “Create and Configure Backup Locations Incremental.txt” which seemed very good and helpful.
    What I did was follow CatFan432’s directions from this file exactly. My source drive for the backup has 9GB on it, and the target folder/location is on a different hard drive with over 500GB of free space. My backup location is set as follows: Location size quota: not checked, max number of backups = 6, max storage period: not checked. The task was set up correctly and I double-checked it. Also, I told it to backup every hour, so that way I can see the results quicker and not wait for days and days.
    All started off OK and went according to CatFan432’s directions. That is, until I got to the 7th backup and had 3 fulls in there and 4 incrementals. Now it’s hanging for 6 hours and seemingly doing nothing. Also, the auto-generated file names look good like CatFan describes. I am attaching a copy of what my folder looks like now.
    Questions: Is this long 6-hour+ “hang” normal? Will it eventually “unhang” itself and finish the job, or do I need to cancel? Since the job is only 9GB big, and a backup normally only takes 10 minutes or so, why would it hang for so long like this? What is recommended way to handle the hang? Is there anything I can to do in changing my setup or config to prevent the hangs? Thank you to any and all who can assist. ---Lisa
     

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  2. Lisa_Sanders0403

    Lisa_Sanders0403 Registered Member

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    Is there anyone who can at least reply a quick "I've seen that problem and there's no fix?" or similar? I guess I'm surprised nobody has replied to my problem.

    Quick question:
    Is it common for ATI to "hang" at 50% during a backup and not "unhang"?

    Thanks!!!

    --Lisa
     
  3. Last hope

    Last hope Registered Member

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    Lisa I have the same problem.
    I can not get into my account to download latest version, however I see you have it and are still having problems.

    What I thought might be the problem is, just about the time when my problem started I installed Micrsoft update 3 for XP.
    Ralph.
     
  4. MrMorse

    MrMorse Registered Member

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    @lisa
    check the 500GB drive with "chkdsk /r /f" (without quotes).
    It takes a long time but do that to be sure that your device works.
     
  5. dougaross

    dougaross Registered Member

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    I believe that after 6 backups the earlier backups are recombined. And the next backup task is trying to run during the recombination. Recombination is a slow process. I don't know this to be so but is a possiblility
     
  6. Lisa_Sanders0403

    Lisa_Sanders0403 Registered Member

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    Well, I understand slow. There is slow, and then there is glacial, and then there is hung. When you consider the full backup is only 8GB and the incs are all tiny(less than 200MB), and it was still at 50% after 9 hours, and there was NO disk or CPU load the whole time...does that sound like an app that is working, or hung?
    I finally had to actually kill processes to regain control, as CANCEL would not work.
     
  7. 2ma2

    2ma2 Registered Member

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    I agree with Lisa_Sanders0403, this is a "hang-up".
    I have the same symptoms, with a
    slight different scenario.
    This is my first backup with ATI, so incremantal is not an issue here.
    The source drive is NTFS, and the destination drive is a NAS drive (D-Link DNS323 formatted as linux EXT3).
    After 14% progress, the backup process hangs. And CANCEL does not work - only kill the process in Windows (XP SP3 ) - which I did after 7 hours with no progress.
     

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  8. Lisa_Sanders0403

    Lisa_Sanders0403 Registered Member

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    I'm surprised none of the ATI "Heavy Hitters", including Grover and CatFan, have chimed in here. Perhaps they are on vacation, but it'd be great to see the ATI defenders and experts contribute towards this question a little.
    Thanks,
    LISA
     
  9. joyz

    joyz Registered Member

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    Hey Guys please check the compression ratio of the backup and set it to low.

    and try creating an Acronis rescue media and try to create the backup.
    :D
     
  10. Czar

    Czar Registered Member

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    Well, we need to isolate the problem here.
    Is it a Acronis or a Windows problem and to do so you will need to boot your computer using Acronis Boot/Rescue media. Then try to take backup. If it works then definitely there is some program running in background is causing this problem and if it didn't :blink: then we need to do some troubleshooting :D
     
  11. edieguez

    edieguez Registered Member

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    I have had the same problem. I don't think there is a solution. I get hangs whenever I try to back up my RAID array to an external HD. It randomly hangs at some percentage and never makes progress - even after 24 hours. Strangely enough in the beginning this never happened - then it started about 2 weeks ago.
     
  12. shieber

    shieber Registered Member

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    hey, Glover, catfan and others work on this forum entirely for free; they can't be here all the time and they've given a massive amount of their time and energy to helping folks on this forum.


    But I'll chime in on the ATI 11 hang probs: Well, heck, it's a known prob with ATI 11. I've seen this a number of times on Vista machines on which I've tried ATI11. It showes up morecommonly with file-by-file backups but I've seen it with full hdisk backups too. Soemtimes I can just exit ATI and start over and it works. But what kind of way is that for software to behave? And there's no fix--as has been said many times before, ATI 11 should never have been released, they should have just updated the drivers for ATI10 to keep up newer equipment. But marketing calls for a release every year so perfectly good software like ATI10 is turned into something like the dreaded ATI11, which won't even be fixed, as a year has passed since it's release and the next version is in the gate ready to be released -- and Acronis doesn't fix prior releases, no matter haw badly they might have failed a user.

     
  13. Lisa_Sanders0403

    Lisa_Sanders0403 Registered Member

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    Nobody wanted ATI to work more than me. I have bought 3 copies of it, for 3 machines. I've spent well over a hundred hours installing and setting up and troubleshooting. It's been at least 6 years since I went thru so much pain to get a single application to work properly.

    ~Comments unrelated to the topic of this thread removed. - Ron~

    Sometimes the little Mazda makes more sense than the massive Mercedes.

    What a total disappointment ATI has been for me. Sigh.
     
    Last edited by a moderator: Oct 6, 2008
  14. timmy

    timmy Registered Member

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    you demonstrate lack of alliterative skills, perhaps
    "midget" mazda vs mighty mercedes?
     
  15. Lisa_Sanders0403

    Lisa_Sanders0403 Registered Member

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    How about tiny Toyota vs Huge Hummer?
    In any case, I think my point came across.
     
  16. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello everyone,

    Thank you for choosing Acronis Disk Backup Software.

    We are sorry for delayed response.

    Lisa_Sanders0403, Last hope and edieguez, could you please collect some information to let us investigate the problem thoroughly?

    Please download the latest version of Acronis drivers and install it with enabled logging. Then reproduce the issue and collect the log file without closing any application windows (including the error message windows if there are any). The log file will be created at C:\ . The name of the log file will be snapapi [date-time].log

    Please create Acronis Report and Windows System Information as it is described in Acronis Help Post.

    Please collect the application log of the operation:
    - run the program;
    - select Show log on the toolbar or from the Tools menu;
    - select the corresponding log;
    - click "Save the log entry to file" (the diskette icon).

    Please also make a screen shot of the Device Tree application the following way:
    - Download and unpack the Device Tree application;
    - Run the application;
    - Completely unfold the \Driver\Disk and \Driver\FtDisk branches;
    - Move the margin to the left in order to see all the items;
    - Make a screen shot.

    Then submit a request for technical support. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the problem appears and the link to this thread. To expedite the resolution I recommend you to use our Live Chat service after that. We will do our best to investigate the problem and provide you with a solution.

    2ma2, please be aware that Acronis True Image 11 Home doesn't support working with ext3 partitions on file level.

    Thank you.
    --
    Marat Setdikov
     
  17. Lisa_Sanders0403

    Lisa_Sanders0403 Registered Member

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    OK, so I post a problem here on 9/16, and ATI tech support responds to it in this forum....10/20. 34 days later. Basically, they took FIVE WEEKS to reply. This is just another reason why I have abandoned this software and the company: Terrible Support. Beyond terrible, way-out-there Hideous.
    Sum it up:
    1. ATI does not work as advertised. Period.
    2. ATI does not backup to network shares correctly
    3. ATI tends to hang for no reason
    4. The verify backup function does not work correctly and tends to either hang or find erroneous errors
    5. ATI menus are incredibly complex and confusing. It's as if someone who never does backups was in charge of the menu designs and flow.
    6. ATI is unstable and tends to bomb for the slightest reasons.

    If you are going to do a simple backup, using ONLY direct attached disk for your target(NO NAS, NO Network shares---you will regret it), and your backup is less than 100GB, and you are willing to monitor them daily...then MAYBE, just maybe, you may be OK with this software.

    I don't know what the exact opposite of "robust" is, but if I did, I would use THAT word to describe ATI.

    Norton Ghost has found a way back onto my PCs because of this experience.

    Shame on ATI for releasing ATI 11 and the unstable demons that wasted 5 months of my time.
     
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