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Video mode setup error and Runtime error

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Beginner
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Comments: 12

  • I have just bought Acronis Cyber Protect Home Office 2022, Build 40107
  • I have created an Acronis Universal Boot Media on an USB Stick
  • I have booted from that USB Stick on my
  • brand new Dell Inspiron 16 Plus 7620
  • Two options are presented, both fail:

1. Acronis Universal Restore (64-bit with UEFI support)

Video mode setup error: Error 0x1480006: Invalid video framebuffer parameters.

Error1

2. Acronis Cyber Protec Home Office (64-bit)

Runtime error: Error 0x1480011

Error2

 

I have looked into some articles:

https://kb.acronis.com/content/62646
"This issue has been fixed in Acronis True Image 2020"

https://kb.acronis.com/content/62725
"The issue has been fixed in Update 4 (Build 12890) of Acronis Cyber Backup 12.5"

0 Users found this helpful
Acronis Support
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Comments: 489

Dear Chris,
Welcome to Acronis Forum. As we can see in our internal system your case was closed recently, is the problem showed up again? 

Beginner
Posts: 1
Comments: 12

Daria Sorokina wrote:

Dear Chris,
Welcome to Acronis Forum. As we can see in our internal system your case was closed recently, is the problem showed up again? 

 

 

This is another problem. It has nothing to do with the last case. The last case was about how to create the boot media. In the last case I booted the system with the Recovery Manager, which was completely useless, because it could not read any data from the disk nor could it access the WIFI. And the mouse is also not working in the Recovery Manager.

Then I was told to create a bootable media instead. Which I did. Which is also not working as you can see!

 

Legend
Posts: 110
Comments: 28569

Chris, just looking at your original images, you look to be using Linux based rescue media which has a number of known limitations / issues, including video mode errors on some computers with dual graphic adapters.

The best advice I can offer to you is to either create the 'Simple' rescue media option using the integrated media builder program which will make Windows PE based media from your Windows Recovery Environment, or else use the media builder option of the MVP Assistant tool.

The Acronis Universal Restore tool is most unlikely to be needed with your new Dell Inspiron computer unless you are intending to want to try to migrate a backup to another totally different computer system with different hardware.  AUR is not needed to restore backups to the same system they were created from.

KB 59877: Acronis True Image: how to distinguish between UEFI and Legacy BIOS boot modes of Acronis Bootable Media

KB 69472: Acronis Cyber Protect Home Office: how to create bootable media

MVP Assistant - New 2.0 with Rescue Media Builder (New Version 2.2.1)

Acronis Support
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Comments: 489

Chris wrote:
Daria Sorokina wrote:

Dear Chris,
Welcome to Acronis Forum. As we can see in our internal system your case was closed recently, is the problem showed up again? 

This is another problem. It has nothing to do with the last case. The last case was about how to create the boot media. In the last case I booted the system with the Recovery Manager, which was completely useless, because it could not read any data from the disk nor could it access the WIFI. And the mouse is also not working in the Recovery Manager.

Then I was told to create a bootable media instead. Which I did. Which is also not working as you can see! 

Dear Chris,
We are sorry to hear about the problem. Besides what our great mvp Steve suggested, we would also recommend to contact support again if nothing helps.

Beginner
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Comments: 12

Thank you Steve for your reply. I have currently a Lenovo Yoga (2016 model) with Windows 10, with lots of developer software installed and I do need to migrate that to the new Dell Inspiron as it is. That's why I bought Acronis in the first place.

I have used Acronis in the past, before 2015, many times and it always worked wonderfully to restore to dissimilar hardware. I am very surprised that now after all these years suddenly it doesn't work anymore. 

Am I understanding your post correctly, that Acronis Universal Restore won't work on my Dell and I have to set up everything from scratch now?

Forum Hero
Posts: 207
Comments: 5018

Chris, @Steve Smith comment on Universal Restore does not mean you cannot do what you want. The rationale for his comment is that with Windows 10 and 11 it is unusual that you would need to resort to Universal Restore.

I suspect the easiest way to proceed would be to create a Windows RE recovery media on the new PC (this will ensure that the recovery media has all necessary drivers) - you select "simple" recovery media via Acronis app to create a Windows RE recovery media. This should result in the recovery media booting successfully. It is possible that there may be some missing drivers in the transferred installation, but the generic drivers should be enough to get you up and running - there could be issues with the trackpad, so have a USB mouse on stanby,

Ian

Beginner
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Comments: 12

Thanks Ian. 

I followed your suggestion, here are the results:
 

  • On my new PC
  • Acronis Cyber Protec Home Office ->
    Tools ->
    Rescue Media Builder -> 
    Simple ->
    USB-Stick
  • After creating it, I get this dialog:
  • I booted from the USB Stick
  • Then some broken dialogs appear:
  • Nothing else happens!!!

 

Summary so far

Attempt Result
Acronis Startup Recovery Manager Does boot. Can not read from disk. Can not use WIFI. Has no mouse, neither USB nor trackpad. Navigation is extremely difficult with only keyboard.
Acronis Universal Restore Does not boot, as shown in the initial Images
Acronis Cyber Protect Home Office

Does not boot, as shown in the initial Images

Rescue Media Builder Simple Get's stuck after boot

 

-> Going to contact customer support again. Very disappointing experience so far. I imagine if this would be an emergency recovery.... Guess Acronis is not reliable anymore.

Beginner
Posts: 1
Comments: 12

Got this response from Acronis:
 

  1. Create a usual Linux based bootable media via Tools -> Rescue Media Builder ->Advanced ->Linux. Boot the media. The program builds and saves all registered medias (ATI x86/x64, system report x86/x64, AUR), so Acronis Universal Restore must be present in the boot options as well. In this case, UEFI loader from the main media will be used,

  2. If you want to recover Windows 10 system, you can try skipping Acronis Universal Restore altogether. Just recover the system under the usual bootable media. Windows 10 should detect and fix driver issues at the first launch by itself.

Don't understand number 2, since that's exactly what's not working. Will attempt number 1 as soon as possible, then we'll see, if at least one of the options is working.

Forum Hero
Posts: 207
Comments: 5018

Chris wrote:

Got this response from Acronis:
 

  1. ....

  2. If you want to recover Windows 10 system, you can try skipping Acronis Universal Restore altogether. Just recover the system under the usual bootable media. Windows 10 should detect and fix driver issues at the first launch by itself.

Don't understand number 2, since that's exactly what's not working. Will attempt number 1 as soon as possible, then we'll see, if at least one of the options is working.

The issue you are having is that the recovery environment is not loading - my understanding is that Universal Restore will only update the Windows installation once it has been recovered.

So, the question becomes, why is Acronis recover environment failing to load. It can take a while to load, but in most cases only a few minutes.

Please confirm that when booting from the USB device that you are booting in UEFI mode - new computers invariably are set up in UEIF rather than BIOS mode. If you a booting in the wrong mode this may be a contributing factor.

Ian 

Beginner
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Comments: 12

Thanks Ian, will integrate that in my attempts, as soon as I get a chance to continue to work on the migration.

Beginner
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Comments: 12

Latest window where I am stuck. Mouse not working. Can not select destination disk

Beginner
Posts: 1
Comments: 12

Followed another Acronis Support suggestion:

  • Rescue Media Builder → Advanced → WinPE-based media → “Windows 8, Windows 8.1, Windows 10, Windows 11”
  • Download required ADK Setup files
  • Install adksetup.exe, adkwinpesetup.exe (eats up a total of 6.5GB!)
  • Creates a "Bootable Media"
  • Booting from USB Stick and following through the dialog

Now I am stuck here

Legend
Posts: 110
Comments: 28569

Chris, just looking at the latest screen images, it seems that the rescue media does not have the required device drivers needed for the internal disk drive(s) in the new Dell system, hence you are only seeing the USB drives used to boot and store your backup image.

Where are you creating the rescue media?  This needs to be done on the new Dell system which necessitates installing Acronis on that system first, then ideally, you should use the 'Simple' option which uses the Windows Recovery environment with device drivers included.

One thing that can complicate matters is the type of internal drive and what drivers it uses?  This is something that you need to identify when booted into Windows on the new Dell system by running the msinfo32 command and looking at the Storage components.

It is possible that the Dell is using Intel RST VMD drivers which need extra considerations to get installed in rescue media, or may include Intel Optane memory components etc.

Beginner
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Comments: 12

After chatting for TWO hours with Acronis I finally got to restore to the new computer, just to run into another issue. These are the steps I performed:

  • Rescue Media Builder → Advanced → WinPE-based media → “Windows 8, Windows 8.1, Windows 10, Windows 11”
  • Add SSD Driver from Dell
  • Restore
  • Bluescreen after first boot
  • Creating Acronis Universal Restore with additional Dell SSD Drivers
  • Booting into Acronis Universal Restore
  • "Cannot find an operating system on the current machine"
Legend
Posts: 110
Comments: 28569

Chris, I would suggest trying to boot the Dell computer into Windows Safe Mode and see if that is successful, and if it is, you can try to narrow down what is causing the BSOD by using the msconfig command to do a selective startup and enabling drivers etc in that mode.

I would suspect that the reason the AUR media failed to find an OS is because it is Linux based and lacks the driver needed for the Dell SSD.

Beginner
Posts: 1
Comments: 12

Thanks Steve for the hint. I followed the instructions outlined at the Microsoft page, which I am not allowed to link here.

But nothing helped.

I tried different options from the "Startup Setting Menu", such as

  • Enable debugging
  • Enable Safe Mode
  • Enable Safe Mode with Command Prompt
  • Disable driver signature enforcement

I also tried Dell's own recovery system that seems to be integrated somewhere on the Boot Level, reachable with F12, called SupportAssist OS Recovery. It has an OS repair function, which runs through and proudly announces at the end that is has fixed the issue. But it's not.

Everything ends up in a Blue Screen.

 

 

Legend
Posts: 110
Comments: 28569

I have currently a Lenovo Yoga (2016 model) with Windows 10, with lots of developer software installed and I do need to migrate that to the new Dell Inspiron as it is.

Chris, have you considered an alternative approach of virtualising your old system and running this in a Hyper-V VM on the new one?  This would allow you to run a clean version of Windows on the new Dell machine while being able to run the old OS and developer software from a VM.

Beginner
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Comments: 12

Thanks Steve, for this tip as well. Yes, I have thought about that. But I also would like to use the whole performance and not waste some of it to the VM Environment. And, I don't see, why this should not work. This is brand new hardware.

Beginner
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Comments: 12

Steve!

I found this answer of yours to the same question I have: https://forum.acronis.com/forum/acronis-true-image-2017-forum/aur-canno…

And it saved my day! Thank you so much for this!

It was the configuration for the RAID in the BIOS that caused the blue screen and as well the AUR of not finding any operating system. Well, I indeed didn't need AUR anymore, Windows would just boot by itself. Still a few drivers missing of course, but at least its up and running!

That was quite a painful journey.

Legend
Posts: 110
Comments: 28569

Chris, glad that you have found an answer / resolution to this issue.  AUR uses Linux as the base OS and does not have RAID support, so changing this would definitely help!  Thanks for sharing your experience and solution to help other users.

Beginner
Posts: 1
Comments: 12

Here is the summary of the steps that finally worked for me:

On the old computer

  • Rescue Media Builder → Advanced → WinPE-based media → “Windows 8, Windows 8.1, Windows 10, Windows 11”
  • Download required ADK Setup files. Links should show up in dialog.
  • Install adksetup.exe, adkwinpesetup.exe (eats up a total of 6.5GB!)
  • Add storage drivers for new computer to the media builder.
    • Download drivers from vendor page
    • Extract to a folder
    • Select folder in the respective dialog
  • According to Acronis chats, chipset and network drivers are also necessary. 

On the new Computer

Acronis Support
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Comments: 489

Dear Chris,
Thank you for sharing your experience and we are glad to know that the problem was finally solved.