Symptoms
-
You boot your PC with bootable media.
-
You get the screen proposing to choose an option to boot (Acronis True Image, System report, Windows).
-
You choose any option from the menu.
-
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
- Recreate media on another USB flash drive/CD.
- Create a WinPE-based media with custom video drivers. Check this guide on how you can create a custom WinPE with drivers.
- 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:
- Video of booting without the quiet parameter.
- Video of booting with the acpi=off noapic parameter.
- Video of booting with the load_vgafb parameter.
- Video of booting with the video=vesa:off vga=normal parameter.
- 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).
- Acronis system report from bootable media, see this article.
Once all the logs are collected, contact Acronis Support department