Acronis True Image Stuck

David, as far as I am aware, Acronis True Image HD is an OEM version of the software, especially when this comes bundled with a piece of hardware. In terms of booting into the BIOS settings, this really depends on what computer you have. If you can tell use the make, model etc of the computer, we may have a better idea of how to advise you. Acronis True Image 2021 FAQ; Freezes While Cloning. Thread needs solution. Beginner Posts: 2 Comments: 3 I have been using Acronis TI for years and have. Acronis True Image stuck in an endless loop. Thread needs solution. Beginner Posts: 1 Comments: 10 Yesterday I installed this software in an attempt to clone my system onto a replacement SSD. On attempting to run it, the Acronis Loader starts (before Windows has installed) and then shows a new window ('Acronis Bootable Agent is. Acronis True Image 2021 for Western Digital is stuck I’m trying to clone my 500 GB M.2 SSD to a 1 TB M.2 SSD using True Image for Western Digital, however it has been stuck on “Cloning Disk Estimated time left: less than one minute” for almost an hour now. Acronis True Image 2018 stuck on source disk I'm trying to clone a disk, but when I click the source disk, the application gets stuck. The window with the spinning hand keeps going, but after 20 minutes nothing happens.

Symptoms

Product may hang under specific circumstances.

There are 2 types of hanging:

  • Actual hanging. That is a state similar to a crash. That means that software halts and is doing nothing inside.
  • Infinite loop. This means that on the outside the software looks hanging but inside it is doing some actions over and over again.

Usually when a software hangs its process uses either 100% of CPU (especially when it is infinite loop) or does not use CPU and does not change RAM usage at all (Actual hanging). Still it is difficult to make sure if the software hangs or not. The above means that usually 1 dump is not enough because if that is Infinite Loop – the developers will see that software is working and there is no problem inside. So in order to troubleshoot application lockups you need about 5 dumps collected one after another. A Process Monitor Log will also be useful especially if it actually turns out to be an Infinite Loop.

Please note that an application lockup does not necessarily mean the software is completely unresponsive. A process can hang (e.g. service_process.exe hangs and a backup is stuck), but you can still browse vaults, create new plans etc.

Define the hanging process using Windows Task Manager. In some cases multiple processes are involved in an operation. In this case the hang of 1 process can be caused by some operations in another process. In this case you need to collect memory dumps of all processes involved in the operation. E.g. if a backup to Acronis Storage Node hangs, you need to collect a dump of service_process of the agent as well as StorageServer.exe process on ASN machine.

Lists of Acronis Software processes
  • Acronis True Image: Processes and Services: 2021, 2020

Troubleshooting

Each hanging/lockup should be investigated separately. In order for our development team to troubleshoot a lockup they need process dumps and other logs listed in this article. Select section corresponding with your operating system. With information collected please contact Acronis Customer Central.

1. Windows

Step-by-step description of how the problem is reproduced and detailed description of the environment.

1.1. Process Monitor Log

Collect a Process Monitor Log while creating a dump of the hanging process, or immediately after. See Collecting Process Monitor Log

1.2. Dump of the hanging process

  1. Define the hanging process.
  2. Collect dumps as described in Creating Process Dumps with ProcDump using the following parameters:
    procdump -ma -n 5 <process_name>
    where <process_name> is the name of the hanging process.

    If you are collecting a dump of Acronis Storage Node (StorageServer.exe) with deduplication enabled please do not use '-ma'. Use:
    procdump StorageServer.exe

1.3. System Report

Collect System Report from the machine: see instruction for

If this fails for any reason, you can use this AcronisInfo Utility.

1.4. Acronis Backup and Acronis True Image: SnapAPI Logs and VSS logs

Acronis True Image

Look at the progress bar: when a backup operation get stuck at the very beginning, the problem might be caused by a error during snapshot creation.

Acronis True Image Stuck At Locking Partition C

Along with the other information please download free diagnostic tool Acronis VSS Doctor. Run it, click Start diagnostic and wait until it completes, then click Save log to save diagnostic results as a plain-text report.

Acronis Backup

Check backup operation log. If the last message in the log is 'Locking partition..', then the SnapAPI module's activity should be investigated. Along with the other information please collect:

  1. Download free diagnostic tool Acronis VSS Doctor. Run it, click Start diagnostic and wait until it completes, then click Save log to save diagnostic results as a plain-text report.
  2. Starting with Update 6 of Acronis Backup 11.5 (build 43800/43994 depending on region or with snapapi.dll 2399 and newer) SnapAPI logs from Windows machines are collected by Acronis System Report. If you are using an older version of the product, collect SnapAPI logs as described in this article.

2. Linux

Step-by-step description of how the problem is reproduced and detailed description of the environment.

You will be prompted to provide root password.

2.1. Dump of the hanging process

  1. Install a debugger.
    For example, use this command for installing GDB in Debian-based operating systems:
    apt-get install gdb ​​​​
    Or this command for installing GDB in RedHat-based systems:
    yum install gdb ​​​​​​
  2. Find the process ID of the hanging process with the ps aux command. To filter out Acronis processes, use:
    ps aux grep Acronis
  3. Execute this command to remove any possible set limit for memory dumps:
    ulimit -c unlimited
  4. Open GDB shell with the following command:
    gdb -pid <process_id>
    where <process_id> is the identificator of the hanging process.
  5. To write a core file, use:
    gcore
  6. Detach the core file with:
    detach
  7. Collect dump from the current working directory.
  8. Repeat steps 5-7 several times to collect more dumps.
  9. Quit GDB with:
    quit
  10. Zip the collected dumps.

2.2. Strace Output

Collect strace output as described in Acronis Linux Products: Collecting Strace Output of Acronis Services in Linux

2.3. System Report

  1. Navigate to /usr/lib/Acronis/BackupAndRecovery.
  2. Execute systeminfo
  3. Collect the 'sysinfo' archive from /var/lib/Acronis/sysinfo

3. Virtual Appliance

Step-by-step description of how the problem is reproduced and detailed description of the environment.

3.1. Dump of the hanging process

Collect dump as described in Using GDB to Create Memory Dumps of Processes Running on Acronis Virtual Appliance or Acronis Linux-based Bootable Media

Reinstall Acronis True Image

Acronis Backup Appliance (All-in-One Appliance) is based on CentOS, follow the Linux part of this article.

3.2. System Report

Collect System Report from the machine: see instructions for Acronis Cyber Protect 15 or Acronis Cyber Protect Cloud. If this fails for any reason, you can use this AcronisInfo Utility.

4. Linux-based bootable media

Step-by-step description how the problem is reproduced and detailed description of the environment.

4.1. Dump of the hanging process

Collect dump as described in Using GDB to Create Memory Dumps of Processes Running on Acronis Virtual Appliance or Acronis Linux-based Bootable Media.

4.2. System Report

Collect System Report from the machine: see instructions for Acronis Cyber Protect 15 or Acronis Cyber Protect Cloud. If this fails for any reason, you can use this AcronisInfo Utility.

5. Mac OS

5.1. Sample of the hanging process

To take a sample, open the Activity Monitor application (from the Utilities folder inside your Applications folder).

After opening Activity Monitor, make sure the CPU tab is selected.

Select the process from the list. To find it easily, search for it using the search field at the top right. Typically you want to sample mms and service_process.

Click the Action pop-up menu (looks like a gear) in the toolbar, then select Sample Process.

A new window will open to display the sample. When Activity Monitor finishes sampling, click Save… to save the result as a text file.

5.2. System Report

Collect System Report from the machine: see instructions for Acronis Cyber Protect 15, Acronis Cyber Protect Cloud and Acronis True Image. If this fails for any reason, you can use this AcronisInfo Utility.

Tags:

Symptoms

Product may hang under specific circumstances.

There are 2 types of hanging:

  • Actual hanging. That is a state similar to a crash. That means that software halts and is doing nothing inside.
  • Infinite loop. This means that on the outside the software looks hanging but inside it is doing some actions over and over again.

Usually when a software hangs its process uses either 100% of CPU (especially when it is infinite loop) or does not use CPU and does not change RAM usage at all (Actual hanging). Still it is difficult to make sure if the software hangs or not. The above means that usually 1 dump is not enough because if that is Infinite Loop – the developers will see that software is working and there is no problem inside. So in order to troubleshoot application lockups you need about 5 dumps collected one after another. A Process Monitor Log will also be useful especially if it actually turns out to be an Infinite Loop.

Please note that an application lockup does not necessarily mean the software is completely unresponsive. A process can hang (e.g. service_process.exe hangs and a backup is stuck), but you can still browse vaults, create new plans etc.

Define the hanging process using Windows Task Manager. In some cases multiple processes are involved in an operation. In this case the hang of 1 process can be caused by some operations in another process. In this case you need to collect memory dumps of all processes involved in the operation. E.g. if a backup to Acronis Storage Node hangs, you need to collect a dump of service_process of the agent as well as StorageServer.exe process on ASN machine.

If you’ve forgotten the password, you will need to reset it before you begin. Safe mode is slower than normal, and some things won’t work at all. Note: If FileVault is enabled under Mac OS X 10.7 or later, you can’t boot in safe mode. You don’t need to shut down your Mac when connecting or disconnecting cables, such as USB-C, Thunderbolt, or Ethernet. Important: You can force a shutdown if necessary—for example, if your Mac becomes unresponsive—by pressing and holding the power button until your Mac shuts down. If your MacBook, MacBook Air, or MacBook Pro freezes up you should be able to fix the issue with a simple hard reset or force restart. You can typically fix frozen MacBook issues in just a few. Macbook pro you need to restart your computer as a.

Lists of Acronis Software processes Acronis
  • Acronis True Image: Processes and Services: 2021, 2020

Troubleshooting

Each hanging/lockup should be investigated separately. In order for our development team to troubleshoot a lockup they need process dumps and other logs listed in this article. Select section corresponding with your operating system. With information collected please contact Acronis Customer Central.

1. Windows

Step-by-step description of how the problem is reproduced and detailed description of the environment.

1.1. Process Monitor Log

Collect a Process Monitor Log while creating a dump of the hanging process, or immediately after. See Collecting Process Monitor Log

1.2. Dump of the hanging process

  1. Define the hanging process.
  2. Collect dumps as described in Creating Process Dumps with ProcDump using the following parameters:
    procdump -ma -n 5 <process_name>
    where <process_name> is the name of the hanging process.

    If you are collecting a dump of Acronis Storage Node (StorageServer.exe) with deduplication enabled please do not use '-ma'. Use:
    procdump StorageServer.exe

1.3. System Report

Collect System Report from the machine: see instruction for

If this fails for any reason, you can use this AcronisInfo Utility.

1.4. Acronis Backup and Acronis True Image: SnapAPI Logs and VSS logs

Acronis True Image

Look at the progress bar: when a backup operation get stuck at the very beginning, the problem might be caused by a error during snapshot creation.

Along with the other information please download free diagnostic tool Acronis VSS Doctor. Run it, click Start diagnostic and wait until it completes, then click Save log to save diagnostic results as a plain-text report.

Acronis Backup

Check backup operation log. If the last message in the log is 'Locking partition..', then the SnapAPI module's activity should be investigated. Along with the other information please collect:

  1. Download free diagnostic tool Acronis VSS Doctor. Run it, click Start diagnostic and wait until it completes, then click Save log to save diagnostic results as a plain-text report.
  2. Starting with Update 6 of Acronis Backup 11.5 (build 43800/43994 depending on region or with snapapi.dll 2399 and newer) SnapAPI logs from Windows machines are collected by Acronis System Report. If you are using an older version of the product, collect SnapAPI logs as described in this article.

2. Linux

Step-by-step description of how the problem is reproduced and detailed description of the environment.

You will be prompted to provide root password.

2.1. Dump of the hanging process

  1. Install a debugger.
    For example, use this command for installing GDB in Debian-based operating systems:
    apt-get install gdb ​​​​
    Or this command for installing GDB in RedHat-based systems:
    yum install gdb ​​​​​​
  2. Find the process ID of the hanging process with the ps aux command. To filter out Acronis processes, use:
    ps aux grep Acronis
  3. Execute this command to remove any possible set limit for memory dumps:
    ulimit -c unlimited
  4. Open GDB shell with the following command:
    gdb -pid <process_id>
    where <process_id> is the identificator of the hanging process.
  5. To write a core file, use:
    gcore
  6. Detach the core file with:
    detach
  7. Collect dump from the current working directory.
  8. Repeat steps 5-7 several times to collect more dumps.
  9. Quit GDB with:
    quit
  10. Zip the collected dumps.

2.2. Strace Output

Collect strace output as described in Acronis Linux Products: Collecting Strace Output of Acronis Services in Linux

2.3. System Report

  1. Navigate to /usr/lib/Acronis/BackupAndRecovery.
  2. Execute systeminfo
  3. Collect the 'sysinfo' archive from /var/lib/Acronis/sysinfo

3. Virtual Appliance

Step-by-step description of how the problem is reproduced and detailed description of the environment.

3.1. Dump of the hanging process

Collect dump as described in Using GDB to Create Memory Dumps of Processes Running on Acronis Virtual Appliance or Acronis Linux-based Bootable Media

Acronis Backup Appliance (All-in-One Appliance) is based on CentOS, follow the Linux part of this article.

3.2. System Report

Collect System Report from the machine: see instructions for Acronis Cyber Protect 15 or Acronis Cyber Protect Cloud. If this fails for any reason, you can use this AcronisInfo Utility.

4. Linux-based bootable media

Image

Step-by-step description how the problem is reproduced and detailed description of the environment.

4.1. Dump of the hanging process

Collect dump as described in Using GDB to Create Memory Dumps of Processes Running on Acronis Virtual Appliance or Acronis Linux-based Bootable Media.

4.2. System Report

Acronis True Image Stuck At Loading Please Wait

Collect System Report from the machine: see instructions for Acronis Cyber Protect 15 or Acronis Cyber Protect Cloud. If this fails for any reason, you can use this AcronisInfo Utility.

5. Mac OS

5.1. Sample of the hanging process

Acronis true image stuck at preparing

To take a sample, open the Activity Monitor application (from the Utilities folder inside your Applications folder).

After opening Activity Monitor, make sure the CPU tab is selected.

Select the process from the list. To find it easily, search for it using the search field at the top right. Typically you want to sample mms and service_process.

Click the Action pop-up menu (looks like a gear) in the toolbar, then select Sample Process.

Acronis True Image Latest Version

A new window will open to display the sample. When Activity Monitor finishes sampling, click Save… to save the result as a text file.

5.2. System Report

Collect System Report from the machine: see instructions for Acronis Cyber Protect 15, Acronis Cyber Protect Cloud and Acronis True Image. If this fails for any reason, you can use this AcronisInfo Utility.

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