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Unable to enter password when booting into recovery mode

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Beginner
Posts: 1
Comments: 3

Hello,

I am using the 2017 version.

I hold down ALT to boot with the Acronis recovery media, and select to recover with acronis. After selecting the correct .tib file, it requires a password. I try to type this password, and no characters show up. I have the new Macbook Pro 2016 with the OLED touchbar. I've also tried entering text into the "search" field when selecting the .tib file, but characters do not show up when I try to type in this field either.

Please help!

Thank you.

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Beginner
Posts: 1
Comments: 3

#1

Just an update, I contacted Acronis Support about this issue and they got back to me (on a Saturday!). They requested I submit some diagnostics and a video of the issue, I've done so. I suspect it's an issue with the new Macbook Pro 2016 which I'm sure they haven't had much time, if any, to test their software on. I guess this might be a good excuse for one of their engineers to pick up the new macbook :) Hopefully they can reproduce the issue and fix it. In the meantime, if anyone has any suggestions, I'm listening.

I've tried a bunch of crazy things, like attempting to put Acronis on the MacOS Installer media (which allows my keyboard to work). But launching it has proved... difficult. I did get it launched by doing a chroot into the Acronis folder, but then it thinks I'm on a trial version.
 

Does anyone else have the new MBP 2016? Can you verify this issue?

Forum Hero
Posts: 67
Comments: 7998

#2

I don't, but what about plugging in a standard USB keyboard and mouse instead of using the touchbar.  It might just be a driver issue not picking up the touchbar correctly - just a wild guess, but not out of the realm of possibility. This is a commong "fix" for Windows touchscreen devices that have newer hardware than the current release of Acronis (such as each iteration of the Surface Pro's). 

Beginner
Posts: 1
Comments: 3

#3

I've tried plugging in a gaming keyboard, I'll try with a regular dumb keyboard I guess. I'll let you know.

Beginner
Posts: 1
Comments: 3

#4

Thanks for the suggestion, just tried with the dumbest of the dumb keyboards I own, didn't work though :( (The keyboard does work prior to booting the Acronis Media, and works in the macOS installer media, as expected).

Forum Hero
Posts: 67
Comments: 7998

#5

Bummer - definitely reach out to tech support to see what they can offer - it may need to be addressed in an update for driver compatibility.  You probably already tried, but did you try unplugging and plugging in the keyboard after Acronis had launched as well?  Not likely to help, but worth a try I guess.