True Image 2010 Home crashes on Win7 Ultimate x64
Hi,
I had Acronis True Image 2010 Home installed on the Win7 RC x86. Now I bought a new Pc wih Win7 Ultimate x64 and installed Acronis True Image Home 2010.
When I double-click the Acronis icon on desktop, the program starts, scans the drives and then crashes with following error (error caught in Visual Studio):
Unhandled exception at 0x008248c0 in TrueImage.exe: 0xC0000005: Access violation reading location 0x00000000.
TrueImage.exe is version 13.0.0.6053.
Any idea what is wrong?
Thanks,
Mojo

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I have the same abend with TI2010 build 7046 when starting up in Win 7 X64 pro. The drives scan then the main window of Ti 2010 opens then crashes. This is quite frustrating. I have uninstalled and reinstalled a couple of times including clearing any "acronis" related registry entries left behind. How can I make this product usable so that I can setup back up processes that I can trust?
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Russell,
Are there any entries in Windows Event Manager relating to TI2010, if so what do they say?
What AV/Firewall software do you have running?
Do you have Bitlocker active on any of your drives?
What is the actual error message that comes up in W7?
When that error message appears, open up Windows Task Manager (ctrl+shift+esc buttons), right click on the TI entry under the Applications tab and choose Create Dump File.
In Windows Device Manager (Win button + pause/break) with Show Hidden Devices ticked, see if there are any question marks or no entry signs, if there are, note what they refer to.
What chipset does your PC use and type of video card.
Are your video drivers up to date?
The post that Alexander refers to above can be found here
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Colin,
Sorry to take so long to collect the information but here it is...
I have attached the event entries to this as Acronis_Window_Events.evtx.txt (remove the .txt and this is an events file)
The AV/Firewall is McAfee Security Center.
I do not use Bitlocker.
The popup of the actual error message is shown in the attached files. Acronis Crash Popup Window 1 and 2 are the details of the popup from the error. The Visual Studio Debugger windows show the point in the code and registers at the time of failure and there is also an attached dump.
There are no question marked or "no entry" devices in the device manager.
The box is a Dell XPS 7100 with 8gb. This is a AMD Phenom II x6 1055 T processor with the ATI Radeon HD 5450 1gb Video Card. and all drivers are the most current.
I appreciate your review of this problem and am looking forward to getting TI working on this system. Should I be able to provide more information, please ask....
Regards,
Rusty
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Colin,
Sorry to take so long to collect the information but here it is...
I have attached a zip file to this that contains the event entries, popup window and Visual Studio debugger window of the crash. I have a dump but this reporting system will not allow me to upload due to it's size. The dump is about 157meg.
The AV/Firewall is McAfee Security Center.
I do not use Bitlocker.
The popup of the actual error message is shown in the attached files. Acronis Crash Popup Window 1 and 2 are the details of the popup from the error. The Visual Studio Debugger windows show the point in the code and registers at the time of failure and there is also an attached dump.
There are no question marked or "no entry" devices in the device manager.
The box is a Dell XPS 7100 with 8gb. This is a AMD Phenom II x6 1055 T processor with the ATI Radeon HD 5450 1gb Video Card. and all drivers are the most current.
I appreciate your review of this problem and am looking forward to getting TI working on this system. Should I be able to provide more information, please ask....
Regards,
Rusty
Attachment | Size |
---|---|
38253-90883.zip | 526.75 KB |
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Any suggestions on this? I need a backup utility and have used Acronis for some time but need something that will work since I have converted to Win 7 x64. Anyone have any suggestions for what I can do to get Acronis to work? Or do I need to consider another backup package?
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Russell,
My system is an AMD PhenomII x4 system, though a DIY one not a Dell, TI2010 works OK for me on W7 64 Ult.
The only two things I can think that might be causing your problem are either a Dell utility that runs on the background or the A/V.
There has been an update to the Radeon drivers middle of last month (I have the 4290 + 5660) the latest is 8.14.1.6126
1. Have you tried rerunning the installer, select the repair option?
1a. Reboot and see what happens.
2. Disconnect from the internet and disable the firewall - you might reboot see what happens.
STOP PRESS:!!!!
I've just read about a similar problem on the MS website concerning an HP PC. That persons problem was resolved by checking user permissions. There is also another suggestion, which is to disable extra Services.
In your case, this would be a temporary measure.
Open up MSConfig (start button + r, type in the 'run' box msconfig, click OK)
Click on the Services tab, then click on the tick box to hide Microsoft Services, then click on Disable All.
See if TI now behaves. If it does then all those services that have been stopped need to be re-introduced one-by-one. So enable one, see if TI runs, eventually you might find one that causes TI to crash - this is the one to note and report back about.
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Colin,
Thanks for the update. After much trial and error and hair pulling, my problem appears to be related to the Dell Dock application. This is a tool bar type of application that allow you to categorize and group applications. This is a nice feature from Dell but there is some conflict between Acronis TI 2010 and it. I have opted to not use the Dell Dock application. This seems to have resolved the startup problem of Acronis TI 2010.
I think that is a reasonable resolution for me...
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Hello Russell and Colin!
Thank you for your comments and many thanks to Colin for his valuable assistance!
Dear Russell, thank you for finding time to get back to us and report about the resolution of the issue. I've contacted our Experts team and checked our internal resources: we weren't ware of such incompatibility and we'd like to improve it.
Could you please tell us the exact version of Dell Dock you're using (with build number preferable) if possible?
Thank you in advance for cooperation. Should you have any questions or suggestions, please, let me know, I will be glad to answer!
Thank you!
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