TI 11 Home Rescue Media / Recovery Manager boot problem

Discussion in 'Acronis True Image Product Line' started by mrQQ, Feb 4, 2008.

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  1. mrQQ

    mrQQ Registered Member

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    Hello,

    i'm trying out Acronis TrueImage 11 Home, and have this problem.

    No matter if i use rescue media to boot, or recovery manager in secure zone, it doesnt load. It hangs at "Loading, please wait". So I did some searching, and figured how to enable logging. I pressed F11, deleted "quiet", and looked at boot log. And at the very end, just before hanging, it outputs these messages:

    Last two lines repeated about 5 times in total.

    The strange thing is, both mouse and keyboard work just fine!

    How to solve it? Without ability to do emergency restore, this backup solution is useless :(
     
  2. jmk94903

    jmk94903 Registered Member

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    Did you read the "Please Read Before You Post" message at the start of this forum? It has several tips for cases like this.

    Especially, read the note about the "quiet acpi=off noapic" command and how to enter it.
     
  3. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello mrQQ,

    Thank you for choosing Acronis Disk Backup Software.

    Please make sure you use the latest build (8053) of Acronis True Image 11 Home. To get access to updates you should first register your software. Don't forget to recreate Acronis Bootable Rescue Media after updating.

    If updating doesn't solve the problem, please try booting with "acpi=off noapic" parameter as it is described in Acronis Help Post, as suggested by jmk94903.

    If the issue persists, please collect some information to let us investigate it thoroughly:

    Please create Linux system information (sysinfo.txt) as it is described in Acronis Help Post.

    If you are not able to create Linux system information (sysinfo.txt) then please do the following:

    - Boot your computer from Acronis Bootable Rescue Media and press F11 key when the selection screen advising you to select either "Full", "Safe" or "Boot into Windows" option appears.
    - After you get the "Linux kernel command line" prompt, remove the word "quiet", click on the OK button and choose "Full Version".

    When the screen stop scrolling please write down the output information you receive (last 5-10 lines), or use a digital camera to make shots of the output screen. You can use Shift+PgUp and Shift+PgDn keys to scroll the screen manually.

    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. We will investigate the problem and try to provide you with a solution.

    Thank you.
    --
    Marat Setdikov
     
  4. mrQQ

    mrQQ Registered Member

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    I managed to get sysinfo.

    I have some updates. Seems that sometimes it boots into Acronis GUI, but when i go to "Recover", i only see "My Computer' in item list, mouse pointer turns into sand clock, and nothing happens.. Adding acpi=off noapic did not help.
     

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  5. mrQQ

    mrQQ Registered Member

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    btw, interesting thing:

    if i start manually typing in path into box, then it starts suggesting folders, say i enter d:\b, and it suggests d:\backup. So it *is* seeing the disk and it's contents, it's just that it doesn't list them in window, for some reason..
     
  6. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello mrQQ,

    Could you please let us know your Acronis request number (e.g. [Acronis #123456]) which was sent to you in autoreply to your letter? We will find out how the investigation of your issue is going. If you have not received an autoreply then please send us a Private Message containing your e-mail address.

    Thank you.
    --
    Marat Setdikov
     
  7. mrQQ

    mrQQ Registered Member

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    hey,

    it's #1325660.

    thanks.
     
  8. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello mrQQ,

    Please be aware that, as I can see, your issue is being worked upon. Please follow the instructions and collect Windows System Information as it is described in Acronis Help Post. Then please send it with your reply to e-mail.

    Thank you.
    --
    Marat Setdikov
     
  9. mrQQ

    mrQQ Registered Member

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    Well i've run into wall with Oleg Lee. He wants entire system info file, which i'm not comforable giving, since it contains a lot of info not related to hardware configuration at all, and i'm having privacy concerns.

    I asked what exact info do they need, but he just repeats that he needs it all. I guess I can't accept such behavior from my (only) backup solution personel, and will be better off looking for a different product..
     
  10. shieber

    shieber Registered Member

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    Take a look in the sysinfo file, is there something in there you want to protect? It's a text file, what if you deleted just those lines, supposing that there would be any.
     
  11. mrQQ

    mrQQ Registered Member

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    I've tried, but it has 20000 lines. So instead i'd just gladly give whatever is needed, but i've never been told what is. Especially since most of hardware configuration is already present in linux sysinfo file i've sent..
     
  12. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello all,

    mrQQ, please note that it's standard operation. We need Windows System information file in order to find the difference in Linux and Windows reports and how is your hardware is detected in Windows.

    Please also note that the information we collect is intended for diagnostic purposes only. We do not share the customer's information with any third party entity.

    Thank you.
    --
    Michael Levchenko
     
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