Symptoms

1. You boot your PC with bootable media.

2. You get the screen proposing to choose an option to boot (Acronis True Image, System report, Windows).

3. You choose any option from the menu.

4. The software shows “Loading, please wait” and after it the boot hangs on black screen.

Cause

• Issue with hardware
• Drivers for the video card are missing
• Wrong video mode is selected

Solution

1. Recreate media on another USB flash drive/CD.
2. Create a WinPE-based media with custom video drivers. Check this guide on how you can create a custom WinPE with drivers.
3. Check this article to get information on how to try different video modes.

Collect information

Please collect the following information in order to investigate the issue:

1. Video of booting without the quiet parameter.
   How-to

   1. Boot your computer with the bootable media.
   2. Once you see the option menu, press F11:
      
   3. Delete the quiet parameter:
      
      
   4. Click OK to save the changes.
   5. Make a video of the booting process.

2. Video of booting with the acpi=off noapic parameter.
   
   How-to

   1. Boot your computer with the bootable media.
   2. Once you see the option menu, press F11.
   3. Delete quiet parameter.
   4. Type acpi=off noapic
      
   5. Click OK to save the changes.
   6. Make a video of the booting process.

3. Video of booting with the load_vgafb parameter.
   
   How-to

   1. Boot your computer with the bootable media.
   2. Once you see the option menu, press F11.
   3. Delete the quiet parameter.
   4. Type load_vgafb
      
   5. Click OK to save the changes.
   6. Make a video of the booting process.

4. Video of booting with the video=vesa:off vga=normal parameter.
   
   How-to

   1. Boot your computer with the bootable media.
   2. Once you see the option menu, press F11.
   3. Delete the quiet parameter.
   4. Type video=vesa:off vga=normal
      
   5. Click OK to save the changes.
   6. Make a video of the booting process.

5. Video of booting with the debug ignore_loglevel print_fatal_signals=1 LOGLEVEL=8 earlyprintk=vga,keep parameter (for an UEFI system use the following parameter: debug ignore_loglevel print_fatal_signals=1 LOGLEVEL=8 earlyprintk=efi,keep).
   
   How-to

   1. Boot your computer with the bootable media.
   2. Once you see the option menu, press F11.
   3. Delete the quiet parameter.
   4. Type debug ignore_loglevel print_fatal_signals=1 LOGLEVEL=8 earlyprintk=vga,keep
      For UEFI systems use following parameter: debug ignore_loglevel print_fatal_signals=1 LOGLEVEL=8 earlyprintk=efi,keep
      
   5. Click OK to save the changes.
   6. Make a video of the booting process.

6. Acronis system report from bootable media, see this article.

Once all the logs are collected, contact Acronis Support department