Acronis Suddenly Hanging on Backing up to USB Hard Drives

Discussion in 'Acronis True Image Product Line' started by pbates, Feb 21, 2006.

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  1. pbates

    pbates Registered Member

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    Acronis has suddenly started hanging when I've configured it to backup whole disk partitions to portable hard drives, like the Apricorn EZ-Lite. It hangs and won't cancel the process. When I reboot, it retries the backup. I actually have to get into Safe Mode, load Acronis, and delete the backup set to stop it.

    I've tried uninstalling and reinstalling, but the problem persists.

    Oddly, I have no trouble backing up to these USB drives with another package, like SecondCopy. So they're fully writeable.
     
  2. Chutsman

    Chutsman Registered Member

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    Did you add any new hardware like a usb hub or wireless keyboard/mouse?
     
  3. pbates

    pbates Registered Member

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    Yes, I used Acronis to restore to a new hard drive, which went without a hitch. However, since then I have uninstalled and reinstalled Acronis since it started acting flakey. So it should have gotten used to it by now, correct?

    Note that Acronis and the USB drive works perfectly well on my second machine.

    It's a damned mystery.
     
  4. Chutsman

    Chutsman Registered Member

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    So are you running off the restored hard drive? If so, you have to disconnect the original hard drive.
     
  5. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello pbates,

    Thank you for choosing Acronis Disk Backup Software.

    Please accept our apologies for the delay with the response.

    Please make sure that you use the latest build (2337) of Acronis True Image 9.0 which is available at: http://www.acronis.com/homecomputing/support/updates/

    You can find the full version name and build number by going to Help -> About... menu in the main program window.

    To get access to updates you should create an account at:
    http://www.acronis.com/homecomputing/my/
    then log in and use your serial number to register your software.

    Please uninstall any previously installed build by following Start -> Settings -> Control Panel -> Add or Remove Programs -> Acronis True Image, prior to installing build 2337.

    Note that you should create new Bootable Rescue CD after installing the update.

    If the problem still persists with the latest build (2337) of Acronis True Image 9.0 then please do the following:

    1.) If the latest build (2337) of Acronis True Image 9.0 hangs when you try to create an image saving it to your external USB hard drive from under Windows then first of all please check each partition of your hard drives (including the external ones) by Windows utility:

    - For Windows 9x please use Windows menu Start\Run then enter the command "scandskw" and test all drives;

    - For Windows XP please use Windows menu Start\Run, then enter the command "chkdsk c: /r" "chkdsk d: /r" for every partition of your hard drive.

    Note that you will need to reboot your computer in order to scan the system partition.

    Please also download the latest version of Acronis drivers, install it with disabled logging and see if the problem still persists.

    If the problem still persists then enable logging by running the Acronis drivers installation package once again, reproduce the problem and collect the c:\snapapi.log file.

    Please also provide us with the following information:

    - Create Acronis Report and Windows System Information as it is described in Acronis Help Post;

    Please keep your USB hard drive(s) connected while creating Acronis Report and Windows System Information;

    - Have you received any error messages? What exact error messages? When exactly have you received them?

    - Let us know the exact vendors and models of your USB hard drives;

    - Clarify whether the problem appears when the image creation process is started automatically (scheduled task) or manually;

    - When exactly does the program hang?

    - Describe actions taken before the problem appears step-by-step.

    2.) If the image creation process hangs while your computer is booted from Bootable Rescue CD created using the latest build (2337) of Acronis True Image 9.0 then first of all please try booting with "acpi=off noapic" parameter as it is described in Acronis Help Post.

    If that does not help then please also check whether your external hard drive is connected to the PC through a hub. If yes, then please connect it directly. You may also try connecting your USB hard drive using another USB port.

    If that does not help either then please create Acronis Report and Linux system information (sysinfo.txt) as it is described in Acronis Help Post.

    Please keep your external USB hard drive connected while creating Acronis Report and Linux system information.

    Please note that sometimes the sysinfo.txt file is not readable from under Windows. In this case please try entering the file name using capital letters (SYSINFO.TXT) or follow the instructions provided in this previous post of mine.

    If you do not have a floppy drive then please take a look at this previous post of mine explaining how to save the sysinfo.txt file to USB flash drive.

    Please also provide us with the following information:

    - Have you received any error messages? What exact error messages? When exactly have you received them?

    - Let us know the exact vendors and models of your USB hard drives;

    - When exactly does the program hang?

    - Describe actions taken before the problem appears step-by-step.

    Please submit a request for technical support. Attach all the collected files and information to your request along with the link to this thread. We will investigate the problem and try to provide you with the solution.

    Thank you.
    --
    Alexey Popov
     
    Last edited: Feb 26, 2006
  6. VolkerNadolski

    VolkerNadolski Registered Member

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    I saw the problem once on a Fujitsu Siemens Computer with a nVidia nForce 4 Chipset. The system simple bluescreened and rebootet. Backing up to an internal harddrive was no problem. Finally I found out, that it was a problem with the chipset of the computer and the used bios. The problem was gone after a bios update.
     
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