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True Image 2014 suddenly started crashing on startup

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I have been using TI 2014 since 2014 on an HP Laptop (W7 64-bit) with no issues. 

 

For no apparent reason, TI 2014 has started crashing when I open the User Interface (scheduled backups are still running). 

 

The application opens as normal, but within about 15 seconds I get the pop-up as shown in the attached screenshot. 

 

I have tried uninstalling & reinstalling with no improvement. 

 

Can anyone help with this? 

 

Thank you. 

 

Mike  

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Michael,

Please try doing a clean install of your ATIH 2014 software using the Acronis Cleanup tool to remove all traces of the old software.  The tool applies to ATIH 2014 even though the document title says 2016. See screen shot below:

 

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Steve, Thank you. I have tried that without success already (I will try it again, just to be sure, and report back here.) 

I have also tried usigng (a Trial copy of) True Image 2016, and it fails with the same startup error.

So I uninstalled that (2016), then tried reverting to a Sytem Restore Point which (I thought predate the TI problem) (when 2014 was working) but the problem still persists.

I have another W7 machine (desktop) running Ti 2014 without problem.  

This is very frustrating as I liek the product.

 

Any / all suggestions appreciated, and thanks again. 

 

Will report on uninstall / clean tool / resinstall result. 

 

Mike J

uly 2, 946 CDT

 

 

UPDATE. 

 

Having done the clean uninstall reinstall TI 2014 worked OK. 

 

I lost all my backup settings, but that was OK. 

 

ALL WOULD HAVE BEEN WELL . . . but "JUST OUT OF CURIOSITY" I signed in tot he "sync" settings with my Acronis Credentials, and the program immediately crashed!!! 

 

This is a Catch-22 as the program does not stay alive long enough before crashing such that I can log out. It looks as though I am faced with uninstalling reinstalling AGAIN. 

 

UNless someone can suggest a fix. 

 

To reiterate: all was well until I logged in on the "Syncronization" tab. 

 

Mike

Mike,

It may be worth running the System File Checker tool on this specific Windows 7 system to see if that shows any issues in the OS itself, given that the trial ATIH 2016 gave the same symptoms.

See: Use the System File Checker tool to repair missing or corrupted system files  or  System File Checker: Run sfc /scannow & analyze its logs in Windows 10/8/7

Mike, just saw your Update post.

Please try disabling the Acronis Sync service - see KB: 44350: Acronis True Image 2015/2014: Processes and Services to see if that lets you launch the application again.

If I uninstall again, is there a way to preserve my backup schedule settings?

 

I have already spent a lot of time RE-setting that up again. 

 

Mike

Wilco Steve. 

At the moment I am letting a backup run to completion (the backup I had in progress was not affected by the UI crashing). 

 

I figure when it completes I will have a full backup as of today. And actually I think the scheduled jobs will also run . . . I just won't be able to log into the UI to check their status & validity. 

 

When this backup ends I will see if I can stop the sync service and thereby get back intot he application long enough to log out. 

OK. UPDATE. 

 

Stopped the Sync service. Same problem (but discovered it had auto restarted). 

 

DISABLED (set startup type as disabled) the Acronic Sync service.  Verified that when UI showed it was still in stopped state. It was, and on the UI I was nto shown as logged in. BUT (!!!) the UI still crashed. 

 

Without changing anything I tried firing up the UI again. This time no crash. I am fearful that tabbing to the "sync" tab may break it so don't plan to do so. 

 

As of now, I am back up and running, but not with a great feeling that any of this is explainable or really a very commendable way for an application to behave. 

 

Steve, any ideas what the link to the "Synchronization" side of things might be? 

 

I suppose it is "remotely" (and then some) possible that my logging in was coincidental. 

 

Anyway, i will leave the sync service disabled (I don't use it anyhow) and see how we go from here. 

 

If OK I want to leave this thread open as (since I saw this using TI 2016 as well) this has to be a issue with wider implications. 

 

I did run a chkdsk /f /r /b which did not find errors. But I have nto run a disk diagnostic per se. If the problem recurs I may do so. 

 

This has been a lot of energy for the sake of simply getting back to where we started from, except that has not been achieved quite yet until my missed backups complete. 

 

Thank you Steve for your help thus far. Very much appreciated. 

 

Mike

Mike, the only other thought with regard to what the link with Synchronisation may be, is if this is related to the security software you have installed on this system, i.e. firewall, antivirus, antispyware etc?

Is this different to what you have on your other systems?

One other suggestion, try creating a new user profile and running ATIH from that user to see if you have the same issue(s)?  I have seen some strange problems caused by 'corrupted' user profiles!

For ref: Corrupt User Profile: Fix for Windows XP, Vista, 7, 8, 8.1

Thank you Steve. I VERY MUCH appreciate you getting me back up and running (at least, touch wood, so far, so good [Indian incantation]). 

My machine is running fairly standard MS Security Essentials along with Malwarebytes. 

It's about 3-4 years old.  Two admin users, one for work on client site, one for my private use. 

Since it may be of interest to you as an expert, a couple of other pieces of information. 

(1) Possibly purely by coincidence this problem started when I had created a new file backup except, whereas normally I backup from a regular HD to a USB SSD, my new backup was in the reverse direction: FROM the USB SSD onto the revolving standard disk. And it was a file backup, versus an image backup. I don't see why that would be problematic . . . but I don't plan to reinstitute that backup either(!!!!) My other backups are 4 image backups of each partition on my system HD.

(2) When I used the "clean" uninstaller I got an APPCRASH (similar error) when the drivers uninstall line was attempted. The command-line process continued OK after the crash, but this error was consistent.

(3) The difference between when I previous ran the uninstaller (clean uninstall tool) after your suggestion and previously is that I also ran it in Safe Mode. (The driver uninstall still crashed.)

 

Anyway, I am up and running.  Backups are completing OK on the C drive which suggests the drive is OK. 

 

Thank you again, 

 

Mike

 

p.s. if anything else happens I will update this thread with it. 

 

 

 

 

Mike, thanks for the extra information.

Ref:  Possibly purely by coincidence this problem started when I had created a new file backup except, whereas normally I backup from a regular HD to a USB SSD, my new backup was in the reverse direction: FROM the USB SSD onto the revolving standard disk. And it was a file backup, versus an image backup. 

If this was creating a standard Acronis .TIB image file on your HDD of files from your USB SSD, then I too do not see why this should be a problem.  If you were restoring files from your SSD to your HDD then it could be relevant but only if you were overwriting existing files that were important to the execution of ATIH.

Glad that you have things working for you 'as is' and hope it continues to work without further issue!