Acronis True image 2015 crash
I had trouble with my True Image 2015 filling a backup drive and not removing copies over 7 days old. It had built up to 10-12 days. I checked the settings and everything looked ok for that particular backup operation. I manually deleted a couple of old backups and it was apparently working well for a week or so. Today I looked at that same drive and saw it was full again with 10 or so full backups.
I started my ATI and looked at the settings for that backup. All looked good. I switched the control from days of backups to number of backups. When I saved it I got an Acronis error. Seemed like it was something about a script. I ignored it and went back to change it back to days of full backups stored and got the same error. I shut down the program and that was was the end of my Acronis. It wouldn't restart.
I restarted my computer and got a TI Monitor crash advisory and couldn't ever get ATI 2015 to work and couldn't generate a system report. I got the DVD out of the safe and tried to do several repair installs. No good. The repair supposedly works but the Start application button does nothing but give me a few seconds of spinning wheel, then dead. I even tried booting from the DVD and going to Windows that way to do a repair. No good. When I try to run my ATI 2015 the usual way I get an error that says True Image is not installed. But I know it is installed.
My Acronis 2015b has worked perfectly for 2½ years on this computer so I'm at a bit of a loss figuring out how to fix this very scary problem. Whats the best way out?
Can I boot to the DVD and restore my Acronis from a backup?
Do I need to completely uninstall and reinstall the ATI 2015 and go through the misery of typing that monster of a serial number, re-registration, and then figure out how to re associate all of my existing backup archives with a reinstalled program?
My computer is Windows 7 SP1 Build 7601, AMD FX 6300 with 16 GB memory ansd Samsung 500 gb SSD boot drive where the OS and Acrionis lives. No idea what is the build number of my ATI 2015.
Here is the data for the TI Monitor crash that happens every time I start my Windows now, followed by the crash data when I try to generate an Acronis system report.
Problem signature:
Problem Event Name: APPCRASH
Application Name: TrueImageMonitor.exe
Application Version: 18.0.0.6613
Application Timestamp: 55aca6e9
Fault Module Name: MSVCR80.dll
Fault Module Version: 8.0.50727.6195
Fault Module Timestamp: 4dcddbf3
Exception Code: 40000015
Exception Offset: 000046b4
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: bca0
Additional Information 2: bca060c4e9c12b16cb07dafc7fe21fb7
Additional Information 3: 4855
Additional Information 4: 485543fa32bc41fa512f044ca3059e5d
Read our privacy statement online:
http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409
If the online privacy statement is not available, please read our privacy statement offline:
C:\Windows\system32\en-US\erofflps.txt
Problem signature:
Problem Event Name: APPCRASH
Application Name: SystemReport.exe
Application Version: 18.0.0.6613
Application Timestamp: 55ac9f4a
Fault Module Name: MSVCR80.dll
Fault Module Version: 8.0.50727.6195
Fault Module Timestamp: 4dcddbf3
Exception Code: 40000015
Exception Offset: 000046b4
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: e926
Additional Information 2: e9263950142051511ceadcb55c0aa80c
Additional Information 3: 048a
Additional Information 4: 048a805080166965ce12090d4524d697
Read our privacy statement online:
http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409
If the online privacy statement is not available, please read our privacy statement offline:
C:\Windows\system32\en-US\erofflps.txt
DW, welcome back to these user forums.
For this type of problem, I would recommend doing a clean install of your ATIH 2015 software but take a few precautions before doing so.
Save a copy of your C:\ProgramData\Acronis\TrueImageHome\Scripts folder contents - this holds your backup task configuration files (in XML data format) in files with the extension .tib.tis - you can open these in Notepad to see which task they relate to, look for <display> my task name </display> near the top of the file.
Log in to your Acronis Account on the main Acronis.com website and download the latest 2015 build 6613 installer plus check that you have your serial numbers if this is an upgrade version - you will need the serial for 2015 plus one from an earlier qualifying version you upgraded from. Alternatively, just sign in to ATIH 2015 on the Account page with your Acronis credentials and it will activate based on those details instead.
To do a clean install. First uninstall normally via the Control Panel.
Next, download the Acronis Cleanup Tool from the link in my signature, run this as Administrator then restart the computer when done, to complete the cleanup action.
Finally, install ATIH 2015 as Administrator / using an Administrator level account, then restore your Scripts folder contents. You will still need to reconfigure any schedule settings for your tasks. The history information will be repopulated after you run the tasks after installing.
Thank you Steve. I appreciate the welcome back and the advice. The best news here is I may be reinstall and reactivate without typing in that miserably long serial number by simply going through my account.
I've saved the folder you specify and downloaded the cleanup tool. I think I will reinstall from my DVD and worry about the latest build at another time since I have limited bandwidth. The download I see in my Acronis account is a very large file.
I'll probably be back for more help for the repopulating part of it. I really, really want to be able to reconnect my program to all the backup routines I have stored on various drives.
That went fairly well. The program works now but I still have many problems. One problem is with the particular backup that caused me all the grief. It says I need to reconfigure but when I do that, I get a fail showing internal error that says the backup list is incorrect. The Knowledge Base link is a dead end. No help there. This really isn't a huge issue since the files are somewhat redundant. I have others made at different times of the day.
Right now, the biggest issue is with all of my backups, I can't explore any of the tib files. Trying to open any tib file just opens a new Explorer window that's blank with a spinning wheel. Not like it's supposed to do and open up sub files for C: and D: and allow drilling down in them. Thanks for any help with this part.
PS: I've used True Image since version 9 and continued with 11 when I had to do an upgrade to version 2015 to make it play nice with Windows 7. This is the worst problem I've had. So... I guess that's a good thing.
DW, when you did the clean install, if this was from the original DVD, what build version does it show on the Account page of the main GUI, as this may be a part of the issue with exploring .tib files etc.
I would recommend updating the program to the final build 6613 version, which you should be able to do from the Account page, click on check for updates. I suspect that you are running with a much older version from the DVD install.
Steve,
This has been a nightmare. I must have uninstalled and reinstalled my DVD version 5 times yesterday. It was as stable as a handful of water. I did manage to get a system report and run a test backup but one time the program would function, the next time not. The Windows Control Panel uninstall never would work any better than the DVD based repair routine. I used the cleaning tool you had me download along with Revo Uninstaller. I was able to explore my backups after one install when I did it offline so the installer couldn't phone home and try to download the new version. Once I connected the internet again, that party was over. I also noticed I could mount backups but I had no way to unmount them other than reboot.
Late last night during my bonus download period I got the updated 6613 version. When I tried to open the old ATI this morning to find a build number you asked for, it wouldn't start. Dead as a hammer again. Once again, the control panel uninstall failed so I ran the cleaner, then installed the new version. Funny thing about this is it started without my having to paste in the key and it knew my backups before I restored the saved Scripts folder to C:\ProgramData\Acronis\TrueImageHome\Scripts for the new installation. I'm once again able to explore the backup files as before.
The Scripts folder installed with the new version was EMPTY but all my backups showed in ATI as soon as I opened the new install. I was able to reconfigure them and after I did that, I saw I had 4 new files in my Scripts folder.
I never did add the old Script files to the new install. And then I noticed Acronis DELETED the old Scripts folder I had saved on the desktop per your instructions. I restored it out of the recycle bin to see if it happens again.
I'm holding my breath at this point and hoping it remains stable. It appears what happened is my original 2014 ATI installation (DVD installation file date of 8/12/2014) was poisoned by Acronis central when my Acronis program phoned home a couple of weeks ago. Funny thing is I never got an advisory of any new update and had no clue there would be an update available but something at Acronis prevented me from successfully reinstalling the old version using my DVD. It's very frightening to learn how much control Acronis has over my private computer.
I just noticed why the program started and functioned without the key. Trial version.
Thanks for your help Steve. I hope this thing stays healthy now that it's all updated.
Best regards,
DW
DW, glad to hear that your marathon should now be over after all your installs, uninstalls, repairs and cleanups etc. I share your hope that the latest build 6613 install will continue to work correctly for you.
I have never encountered Acronis deleting anything stored on my desktop, nor of them poisoning older versions, though to be honest, I have normally upgraded to the latest version when these have been offered, and haven't had any problems with doing so. I wonder if some of the problems could be more associated with the Microsoft Program Compatibility Assistant Service which is found on Windows 7 and later to try to prevent older programs from being installed / reinstalled?
I don't think so Steve. PCA never gave me any indication of age or compatibility issues and Acronis never gave me any indication there was a newer version available. How many builds were there between August 2014 and July 2015 when 6613 was signed?
I can't see why there would suddenly be a compatibility issue that actually began 9 days ago unless something came in with the windows updates I allowed on 4/15.
Of course, my ATI was set it and forget it. I check my archives with explorer on occasion to look at a file or check to ensure my backups are all being made but rarely start the ATI program itself. There was no need to look at anything in there as long as my backups were running along smoothly. The only pop messages I ever saw about ATI came with the disk space errors for one of my backups when the ATI quit deleting the older backups as it had done very reliably for a very long time.
Regardless, the problem was caused by some phone home capability of something. I saw evidence of that last night with a well functioning offline install that started giving me grief when I reconnected to the internet.
Yep, I was very shocked to find my Scripts folder in the trashcan after doing the 6613 install this morning and I'm about 100% sure I didn't do it knowing the implied importance of those files. I don't recall seeing anything like this happen in my 30 years of using computers. One thing I do know is after 10 years or so of using Acronis, I will never implicitly trust trust it again. Not after this fiasco.
Understand your view on this matter. The main times I have seen PCA come into play have been with reinstalls of older programs that had been previously installed before an OS upgrade, worked OK after the upgrade but then when attempting to reinstall after some issue, were blocked - albeit this has mainly been with Windows 10 rather than 7.
Chicken and egg scenario here. When I finally bit the bullet and switched from XP to Win 7, I had to give up my ATI Home 11 because it didn't work well with W7. Too bad there's no history available for my "new member" profile. I posted up a lot of info about that situation before I switched to V.2015.
OK I got exactly the same crash (MSVCR80.dll, when trying to modify the backup folder location) using Acronis TrueImage 2015 AND 2016 on different computers, about two weeks ago !!
This is linked to the update of Win10 "Creator" (French version 1703, build 15063.250) !!
And guess what ? Acronis mentioned very quickly an update for TrueImage 2016, knowing the problem, and IT WORKED.
Now Acronis people, could u do the same for TrueImage 2015 ??
Many thanks
Yves, the work around for the problems caused by the Windows 10 Creators Update is to move the 'God Mode' folder from the Windows Desktop.
Acronis will only provide updates for supported versions of the product, i.e. 2016 & 2017 at this time. Older versions are very unlikely to be updated.
See webpage: Acronis Support Lifecycle Policy for Consumer Products which documents the end of support dates for the different product versions.