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Cannot create rescue media?

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Beginner
Posts: 3
Comments: 4

I have a Dell laptop model 9505, Windows 10 64 bit, completely up to date with Windows and all application drivers. The software recently updated itself from True Image to "Acronis Cyber Protect Home Office", build 39703.

When I go to Tools --> Create Rescue Media --> ISO File, I select the USB drive that is plugged in, then the program displays "Looking for drivers..." forever. It never finds what it is looking for.  Shutting down the system and restarting it, doing the same thing for a WIM file, the same thing happens.

Is this a known problem? Is there a workaround so I can create a rescue media?

 

 

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Legend
Posts: 110
Comments: 28569

Jon, I have not seen any issues as you have described nor seen them being reported here in the forum.

Are you selecting an option to include device drivers when creating the rescue media?  (Only available when using the Advanced option to create media).

Have you tried using the Simple option to create the media?

Beginner
Posts: 3
Comments: 4

It never asked me about saving device drivers. Simple mode not advanced. It used to work just fine prior to this last upgrade to Cyber Protect Homr Office.

Legend
Posts: 110
Comments: 28569

Jon, I would suggest taking a look at the Media Builder log to see if that offers more information on what is happening here?

You need to be using the new log viewer tool per the link below.

MVP Assistant - a new tool, including new Log Viewer (Latest version 1.1.4.0, 9/27/2021)

If you have Disks & Partitions backups created on ATI 2020 or later using .tibx files, then look in the Backup Worker logs.

If you have Files & Folders backups using .tib files (or Disk backups from earlier versions using .tib files) or using Cloning then look in the Demon logs.

Other logs are shown by the MVP Assistant under the 'Active Logs' heading of the Log Viewer page of the Assistant.

The log files should be zipped to preserve their original file names if sharing in the forums and would need to be less than 3MB in size, otherwise you would need to share the zip file via a Cloud share service such as OneDrive, Dropbox etc.

Beginner
Posts: 4
Comments: 7

Hi,

I'm having the same problem windows 10 64bit creating a media boot disk.. I get error when creating  partition  USB Thumb drive i never had this problem with previous version 

Beginner
Posts: 3
Comments: 4

At least I am not the only one having this problem. Unfortunately, it appears that Acronis does not consider this to be a problem, where my only viable option is to not consider myself an Acronis customer anymore. What good is their product if I have a problem but I cannot and have not created a rescue media?

 

Legend
Posts: 110
Comments: 28569

I believe the issue is as described in this topic here by Mustang and being caused by new behaviour introduced by Acronis in the latest ACPHO build 39703 for injecting display device drives into the rescue media.

Legend
Posts: 110
Comments: 28569

The way that you can get around this issue is as follows:

First, you will need to use a partition manager tool such as MiniTool Partition Wizard to give a drive letter to the hidden ACRONIS HM 2GB Survival Kit partition.

Once the ACRONIS HM 2GB partition has a drive letter, then you can use the standard Acronis Bootable Rescue Media Builder tool to update it directly using the following steps.

Launch the Media Builder tool.

Select Advanced

Select WinPE based media

Select Windows Recovery Environment

On the next page you will see what drivers Acronis is now trying to add to the media. 
If you see something already selected, then you can deselect this!

Select the Media Destination - this is where you can select the drive letter for the ACRONIS HM 2GB Survival Kit partition.  Otherwise, you can select to create a WIM file and then copy this manually to the ACRONIS HM partition manually later.
Creating the WIM file will also show you what the size of the new rescue media will be.
The issue created by the changes made by Acronis in build 39703 is that including display device drivers is causing the WIM file to be too large to fit in a 2GB partition on some systems!

Click on the Proceed button to finish the operation.

Beginner
Posts: 3
Comments: 4

Thanks for the effort but it did not work, same symptoms as before, "looking for drivers" forever.

From my perspective, if this problem was caused by a particular build that Acronis did, then it is an Acronis problem to get it straightened out -- not mine and not Microsoft's.

 

Legend
Posts: 110
Comments: 28569

Jon, have you raised this with Acronis by submitting a ticket for it?  If not, then unless someone else reports it along with others then Acronis won't believe there is any issue to fix!

Beginner
Posts: 3
Comments: 4

I thought Acronis would care enough about their product where they would keep an eye on this forum to get in front of problems, but apparently not. I will submit a ticket but Acronis is on very thin ice with me.

 

Legend
Posts: 110
Comments: 28569

Jon, we all could wish for greater involvement in these forums by Acronis but that is not my experience.  There are two methods of getting their attention, to submit a support ticket or else to use the Feedback tool provided in the GUI.  Only the first of these will elicit a response directly to the user.

Beginner
Posts: 0
Comments: 6

I have this same issue.  A major functionality of Acronis that simply doesn't work.

Forum Hero
Posts: 207
Comments: 5018

Are you using the latest build of ACPHO (40107); are you also using a Dell computer? It will help is assisting you if you could provide details of your hardware.

When attempting make a standard recovery media, the following dialogue box appears:

Which option are you selecting - in recent times I have only selected USB drive - not done ISO for some years; nor have I selected wim. I have used DVD from time to time. In the screenshot there are no USB flash drives as none attached.

I ask this because the original post the user was saving an IOS file to USB media - not sure why. 

Ian

Beginner
Posts: 0
Comments: 6

Thanks for replying.  It's a Dell XPS15 laptop.  I have kept Acronis up to date.  I used the option of creating rescue media on a USB.  Interestingly, I was able to create rescue media on the same USB using Acronis on my Dell desktop - so it's something to do with my laptop.  Perhaps the Acronis installation on the laptop is corrupted.  I will reinstall to check.

Forum Hero
Posts: 207
Comments: 5018

Daniel, before doing a complete installation, may I suggest that you do a repair installation which can solve many problems: see 60195: Acronis Cyber Protect Home Office, Acronis True Image: modify, update and clean installations on Windows.

Ian

Beginner
Posts: 0
Comments: 6

Thanks Ian.  Neither a repair installation nor a full reinstallation improved the situation.  The "Summary" window in Acronis Media Builder still gets hung on "Looking for drivers".  I guess it has something to do with my hardware.

Forum Hero
Posts: 207
Comments: 5018

It is time to bring out the big guns - see if MVP Assistant - New 2.0 with Rescue Media Builder (New Version 2.2.1) allows you to successfully create an ISO.

Ian

Forum Hero
Posts: 57
Comments: 9315

The "Looking for drivers" suggests that the media builder tool is having issues with the graphics drivers on your machine.  What is the configuration of your machines graphics?  Do you have dual graphics?  Can you provide an expanded view of Device Manager showing Display adapters?

Beginner
Posts: 0
Comments: 6

Under Display adapters in Device Manager I have: (1) Intel UHD Graphics 630 and (2) NVIDIA GeForce GTX 1650.  It's just the standard set up for a Dell XPS15 laptop.

Legend
Posts: 110
Comments: 28569

One known issue in this area is when the size of graphics drivers is larger than the available free space on the target rescue media due to this being kept at only 2GB FAT32 size.  Increasing the size of the rescue media can overcome this when not using the default Acronis builder, or choosing the Advanced option for building the media and deselecting the large graphics driver.

Beginner
Posts: 0
Comments: 2

Has this really been a problem for over a year?  I'm having the exact same issue and am looking for a fix.  Nothing special Dell, Precision 7510, out of the box with default settings.  The Simple Media Creation gets stuck on "Looking for Drivers".  I haven't tried the other tools mentioned here yet because the other people have tried and it didn't work.  Is there a known solution to do everything with with up-to-date default settings or do we have to do some weird work-around?  I'm not a knowledgeable computer geek.  Just an average guy trying to increase storage.  THX

Beginner
Posts: 2
Comments: 10

Scott Chapman wrote:

Has this really been a problem for over a year?  I'm having the exact same issue and am looking for a fix.  Nothing special Dell, Precision 7510, out of the box with default settings.  The Simple Media Creation gets stuck on "Looking for Drivers".  I haven't tried the other tools mentioned here yet because the other people have tried and it didn't work.  Is there a known solution to do everything with with up-to-date default settings or do we have to do some weird work-around?  I'm not a knowledgeable computer geek.  Just an average guy trying to increase storage.  THX

Same here - Just installed the 40173 update with the same issues. Also - bwhen attempting to use the MVP assistant, it doesn't recognize that Acronis is installed, creates a bootable thumb drive that does not include Acronis, and cannot see any drives on the laptop. I've asked for access to the Google drive area, have not yet received it. Not sure what that will get me.
Dell Precision 7770(W11). I took the time to log in to post this, I guess I'll put in a ticket - something tells me this is going to be hard.
Note - I have a 2016 thumb drive that does work, and will see all the Dell's drives. It was created from a W10 computer, unrelated to this laptop. Fortunately, the Dell's bios has built-in cloning ability which is keeping me afloat for now.
 

Forum Star
Posts: 187
Comments: 1748

C Wilkins, could you please provide some detail as to how you used the MVP Assistant to create media. I just tried it on my system without issue.

Not recognizing that Acronis is installed would indicate to me some possible issue with the installation. I've not received any other reports of such a problem.

Are you building based on WinRE or WinPE and the ADK?

What Google drive are you asking for access to?

 

Beginner
Posts: 2
Comments: 10

My problem was kind of solved by waiting (a really long time) the buit-in  media creator finally allowed me to continue.

I was using the MVP assistant to try to create WinPE based bootable thumb drive. The Google drive access request comes up when trying to use this link I got from elsewhere in this forum that mentioined the latest version would always be "there" 

Rats would not let me post the link.

 

Forum Hero
Posts: 57
Comments: 9315

Users reading this thread would be wise to allow the Acronis media builder tool to complete the "finding drivers" task no matter how long it takes.  Once the drivers it finds are displayed check to see how many graphics adapter drivers are in the list of found drivers.

On machines that show both and Intel UHD driver and an Nvidia GeForce driver uncheck the Nvidia driver from the list so that only the Intel driver is added to the build.  This should allow the Intel driver (default primary driver) to install and load properly which should in turn allow the media to load other necessary drivers.  The Nvidia driver is only used on these machines when playing certain games that can take advantage of the adapter otherwise it is not used.

Beginner
Posts: 0
Comments: 2

My problem was "solved" by loading the software in a VM and creating the bootable thumb drive there.  A clone of a very similar laptop, also running Win10.  There must have been something just different enough for it to work.  Of course now my Acronis license was seen on two computers and they might rear it's head back up after 30 days.  It was physically the same computer.