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ATI2017 still will not start

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The beta of ATI2017 is closed, but my problem also exits with the release version of ATI2017.

I followed the suggested steps before installing the new version.

See:

https://forum.acronis.com/forum/120359#comment-383853

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Jan, please follow the advice given by Slava in post http://forum.acronis.com/forum/120359#comment-383853 

Slava wrote:

Hello Jan54,

I have received the system report, thank you.

True Image does not open up because there is application crash of TrueImage.exe process.

According to Windows Application Event Log, the error in TrueImage.exe comes from KERNELBASE.dll which is part of Windows operating system. There are records of other application crashing due to KERNELBASE.dll. I would suggest you the following:

1) open Windows Start menu, type cmd, right-click found Command Prompt result, select "run as administrator"

2) type command "sfc /scannow" (without quotes) and hit Enter. This will check Windows system files for consistency and repair them, if necessary

3) if the issue with True Image will persist, we will need application crash dump of TrueImage.exe for further investigation.
You can create it by following instructions from http://kb.acronis.com/content/27931 and uploading resulting file to FTP.

Alternatively, you can wait for the release version of the program, expected during the next few weeks and check if it starts normally. Before installing the release version, please uninstall the Beta version, apply cleanup tool, reboot and then install the new version.

Thank you for your help.

Regards, Slava

Have you actioned the points highlighted above, i.e. run SFC /SCANNOW and collected an application crash dump per KB 27931?

The other suggestion here, given that the previous analysis pointed to the Windows KERNELBASE.dll would be to perform an In Place upgrade of Windows 10 (assuming that this hasn't happened with the Win 10 Anniversary Update install.  
See How to Do a Repair Install of Windows 10 with an In-place Upgrade

Hello Steve,

Thank you for your answer.

I already executed the steps Slava described, I answered him in a PM.

I have not yet received an answer about the crash dump of TrueImage.exe I sent to him a few days ago.

The Win 10 Anniversary Update is installed. 

Thanks, Jan, please keep us informed of any updates you get from Slava if he doesn't post them in this thread.

Jan, you may have some user profile corruption in Windows.  As a pretty easy test, create a new Windows user account and give it administrative access to start with.  Then log in with the account until you get to the Windows desktop.  

Run the cleanup tool (just for good measure) and reboot.  Then log back in with the new admnistrator account again, and right click on the new 2017 installer and "run as administrator".  Does it succeed or still fail?  If it succeeds, your existing Windows profile may have some corruption.

If that doesn't help, you may want to try taking a Windows system image (as a precaution if Acronis is not able to install because of this .dll crash).  

Then, you can try to complete an in-place upgrade of Windows over the top of your OS.  Essentially, this should reinstall the OS and bring your user profile, apps and settings back in.  I'm not sure what OS you have installed though - Windows 8.1 and Windows 10 handle this better than Windows 7.  Windows 7 will repair the OS and bring back your data, but not your apps and settings.  Windows 8.1 and 10 give you the option to just bring back your data, or bring back everything during an in place upgrade.  

 

 

As I mentioned before I'm running Win 10 with Anniversary Update.

I tried to add a new account as described in user profile corruption, but nothing happens. In the event log I see lots and lots of errors.

So I think about a fresh install of Win 10. I will reinstall ATH2016, take a full backup and start a new installation.

Hope this helps. 

Looks like I am having a similar problem:

ATI 2016 works fine, updating to 2017 causes ATI to die on start with KERNELBASE.dll fault.

No tricks, including new profile, reinstallation, cleanup and then reinstall, etc work

I did a fresh install of Windows 10 Pro and installed all available updates.

Then I installed ATI2017 and tried to run it, it did not start.

In the eventviewer I see:

 

Faulting application name: TrueImage.exe, version: 20.0.0.5534, time stamp: 0x57b9aaca

Faulting module name: KERNELBASE.dll, version: 10.0.14393.0, time stamp: 0x57898e34

Exception code: 0xe06d7363

Fault offset: 0x000d96c2

Faulting process id: 0x18d8

Faulting application start time: 0x01d1fe4484192523

Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe

Faulting module path: C:\Windows\System32\KERNELBASE.dll

Report Id: e28f2213-c86e-4234-bbeb-04b01d248e8d

Faulting package full name:

Faulting package-relative application ID:

Intreresting - it looks like a generic Windows error:  https://support.microsoft.com/en-us/kb/185294

1) Are you using the full download installer from your account?

2) If so, did you verify that the MD5 checksum matches what it is supposed to?

3) Did you run the installer by right clicking and 'run as administrator'?

4) Have you tried #3 while your AV is temporarily disabled?

I could see this being a problem with an existing OS or one with a previous Acronis install that was upgraded, but a fresh OS build with this same error is troubling.  

Here are some answers:

1) Yes

2) Yes and it is ok.

3) Yes

4) Yes

Still the same crash.

I'm going to contact support today.

Thanks - keep us posted.  Curious to know what the issue is and how to resolve it!

I will.

Adding cross-post from https://forum.acronis.com/forum/125134 for another user with a similar issue.  

Jan, ever hear back from tech support?

Yes, last Friday from my support contact:

"I would like to inform you that we currently have an issue and our developers are aware of it and they are working on the issue."

No fix yet.

 

Still no fix.

Точно такая же проблема. Когда будет решение?  a similar problem. when there will be a solution?

No idea when the next update will be released.  Perhaps try sending a PM to support engineer Ekaterina to see if she can give a status on when the fix or a work-a-round will be avaialble for those with install issues.  If it is going to be awhile, I would check to see if you can get a refund in the meantime since there is nothing that you can do from your end.  Or,  if you are using a subscription, that you get an extension for the same amount of time missed while this issue remains unresolved. 

 

I just received build 5554 and the problem seems to be resolved.

Tomorrow I will do more testing.

That's good news, thanks for posting Jan - doing the update now!