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Update 3 von True Image 2019 kann System zerstören!

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Vorsicht, dieses Update hat mein System völlig zerstört.

BluescreenSYSTEM_SERVICE_EXCEPTION

Es haben keine Windowseigenen Wiederherstellungsoptionen funktioniert.

Ein Acronis Recovery mittels Usb-Stick läuft zwar durch, aber das System ist dann nicht bootfähig.

Ich habe nach vielen Stunden noch keine Lösung.

Die einzig vernünftigen Anleitungen kamen übrigens von Forenmitgliedern und nicht von Acronis.

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Michael, welcome to these public User Forums.

Careful, this update completely destroyed my system. 
Bluescreen: SYSTEM_SERVICE_EXCEPTION 
No Windows recovery options have worked. 
An Acronis recovery via USB stick works, but the system is not bootable. 

 I would recommend opening a Support Case direct with Acronis Support for this very serious issue and recovery problem.

I have not seen other reports of BSOD being caused by the latest ATI 2019 Update 3 # 17750 but we have minimal information to work with here.

At this point, given you have performed a recovery via your USB stick, then we would need to try to work on this aspect of the issue.

The key point when doing any recovery is to ensure that the Acronis USB Rescue Media is booted using the same BIOS mode that will be used by your Windows OS.

See KB 59877: Acronis True Image: how to distinguish between UEFI and Legacy BIOS boot modes of Acronis Bootable Media

If your computer has NVMe type drives installed, then this would require UEFI as the BIOS mode, but with other disk drive types, this will depend on other factors, i.e. what is shown in the BIOS settings.  For example, does BIOS show as UEFI only, or does it show Legacy etc?

It may be possible to identify the BIOS mode used by looking carefully at the Acronis image .tib file contents being used for recovery, i.e. do you see an EFI system partition, or a partition containing an EFI folder, to suggest UEFI BIOS mode?

OK, Danke.

Es läuft jetzt erst mal wieder. Ich musste das Recovery ohne die Recovery-Partition durchlaufen lassen. Vorher habe ich mit diskpart gesehen, dass nach dem vorher vollständigen Recovery, das Recovery-Volume den Laufwerksbuchstaben "C" bekommen hatte und das 100MB Boot-Volume in NTFS formatiert war. Dies habe ich vorher geändert (Recovery gelöscht, Boot auf Fat32 und System-Volume in "C" geändert). Jetzt mache ich aber weder ein anstehendes Windows Update, noch das Acronis Update. Erst mal suche ich eine andere Backupsoftware.

OK thanks.

It is now running again. I had to go through the recovery without the recovery partition. Previously I've seen with diskpart that after the previously complete recovery, the recovery volume had the drive letter "C" and the 100MB boot volume was formatted in NTFS. I have changed this before (deleted the recovery, changed the boot to Fat32 and the system volume to "C"). Now I do not do any pending Windows Update, nor the Acronis Update. First, I'm looking for another backup software.

Michael,

I believe that you also restored by booting the rescue media incorrectly.  This is a limitation of legacy vs UEFI booting.  If you boot in legacy mode, the system will be restored in legacy mode.  If you boot in UEFI mode, it will be restored in UEFI (GPT) mode.  

So, if your backup is UEFI, make sure to not boot rescue media in legacy mode or it will be unbootable!  

Please be aware the same limitation exists even on installing the Windows Operating System.  If you boot a Windows installer disk in legacy mode, it will only install in legacy mode and cannot proceed if the disk is not already formatted as MBR.  If you boot a Windows installer disk in UEFI mode, it will only install in UEFI mode and cannot proceed if the disk is not already formatted as GPT.  

The difference here, is that Acronis rescue media will let you boot in either mode (that the bios supports and is capable of) and will be allowed to continue the recovery, regardless.  Acronis can actually convert a Legacy/MBR backup to UEFI/GPT, but it cannot do a reverse from UEFI/GPT to Legacy/MBR.

I believe you will find the same (or pretty similar in other backup software as well).

Please take a look at:

59877: Acronis True Image: how to distinguish between UEFI and Legacy BIOS boot modes of Acronis Bootable Media

And the user guide:

BIOS-booted system, MBR, UEFI not supported

BIOS-booted system, MBR, UEFI supported

UEFI-booted system, MBR, UEFI not supported

UEFI-booted system, MBR, UEFI supported

UEFI-booted system, MBR, no Windows

UEFI-booted system, GPT, UEFI supported

UEFI-booted system, GPT, no Windows

Example of recovery to a UEFI system

Danke, aber das war nicht das Problem. Ich habe natürlich im Bios nichts umgestellt und immer ohne UEFI gebootet und installiert. Ich gehe davon aus, dass Acronis auch einen Hinweis gibt wenn da etwas nicht zusammenpasst. Alles andere wäre ja fahrlässig. Wäre übrigens prima wenn das Rescue-System mehrere Sprachen enthält und alle notwendigen Anleitungen gespeichert hat. Man hat ja dann keinen Rechner wo man nachschauen kann.

Thanks, but that was not the problem. Of course, I have changed nothing in the bios and always booted and installed without UEFI. I assume that Acronis also gives a hint if something does not match. Everything else would be negligent. Incidentally, it would be great if the rescue system contains several languages ​​and has saved all necessary instructions. You then have no computer where you can look.

Michael,

You don't need to change anything in the bios, not necessarily.  This problem is that modern computers are usually capable of booting in UEFI or Legacy (CSM mode).  If the bios allows for both, when you plug in an external rescue media (USB flash drive, CD/DVD, etc.), the bios may not boot that media the same way your Operating was installed.

First - check your OS installation type in Windows - just to be sure.  Verify if it is a legacy MBR install or UEFI GPT install

https://www.tenforums.com/tutorials/85195-check-if-windows-10-using-uefi-legacy-bios.html

Once you're 100% certain, you need to make certain that anytime you do a recovery with rescue media, that you boot it the same way.  The best way to be certain is to use your bios one-time boot menu when restarting the computer (It can be F12, Esc, Del, F1, etc - it varies from bios to bios).  From there, you can then specifically boot the rescue media in either UEFI mode or legacy mode like is shown in the example of the Dell bios below

There is no warning in Acronis if you boot the rescue media differently than the way the OS in a backup was created.  You won't find this warning in Windows installation media provided by Microsoft either.  I'd love to see a potential warning if during a restore, it detects the original backup type was Legacy, but you've booted the rescue media in UEFI or vice-versa, but that's not an option I've seen in Acronis or competing backup products (free or paid versions) either.

Have you tried building rescue media with the MVP custom rescue media builder?  We added options to install in the default system language when using the WinPE (ADK) method.  I don't know how well it works as I only have U.S. english systems, but it will add the language packs for your system into the build if it detects you are using a non-U.S. version and choose to include them.

Danke für wiederholten Hilfeversuche.

Mein Windows ist als MBR-System installiert und ich habe das Recovery-System im Legacy-Modus gebootet.

Mein Hauptproblem war, dass ich ohne True Image die Probleme gar nicht gehabt hätte.

Das Update von True Image hat mein System je erst zerstört.

Das Problem von Acronis ist jetzt, dass Sie den Fehler erst mal nicht beheben können.

Dies macht die Nutzung des Programms für mich natürlich erstl mal obsolet.

Thanks for repeated help attempts.

My Windows is installed as an MBR system and I booted the recovery system in legacy mode.

My main problem was that without True Image I would not have had the problems.

The update of True Image has ever destroyed my system.

The problem with Acronis is that you can not fix it first.

Of course, this makes the use of the program obsolete for me.

 Michael,  sorry you're experiencing these issues!  I misread the earlier information (lost in translation) and just realized that you're stating the machine Blue Screened simply after installing Acronis - is that the case?

I believe this is not a common occurrence (although I'm sure it can happen, as it did happen in your instance).  Without the BSOD error code, it's hard to say what the problem might be / or have been.  I completely understand not wanting to test or go through this again.  However, if you do, and end up with similar results, it will be important to get the BSOD code - write it down or take a picture with a cell phone camera.  

Another option, if it should happen, would be to try a safemode boot first.  Previously, many systems would allow you to just press F8 after reboot and pick safe mode.  In Windows 10, it seems like the system has to fail to boot 4 times - 3 failures and the fourth time, you may then get the F8 option.  

Der Systemausfall war nicht nach einer Neuinstallation von True Image 2019, sondern nach dem Update 3 und geforderten Neustart.

Danach versuchte "Windows 10 pro" etwa 3-mal zu starten, jedesmal mit dem Fehlercode "0x0000003B    SYSTEM_SERVICE_EXCEPTION" (steht im ersten Post).

Dann wurden bei "Erweiterte Optionen" die verschiedenen Reparaturmöglichkeiten angeboten. Dort hat aber auch fast nichts mehr funktioniert, auch bei den "Starteinstellungen" der "Abgesicherte Modus" nicht, nur die Eingabeaufforderung konnte ich noch nutzen.

Damit habe ich dann, nach dem erfolglosen "Acronis-Recovery", die beschriebenen Änderungen mit "diskpart" ausgeführt und irgendwie über "bootrec" das System wieder zum Laufen gebracht. Wobei "bootrec /fixboot" nie funktioniert hat, es kam immer die Meldung "Zugriff verweigert".

 

Michael, I am not sure that we can help much further here given you now have a working system and there are minimal reports by other users of any similar issues.

The only real way to investigate this issue caused by installing the ATI 2019 Update #3 is to open a Support Case direct with Acronis so that the developers can try to determine why it happened?

Hallo Steve, Hallo Bobo,

Ist wohl richtig. Ich hatte gehofft Jemand hat das gleiche Problem und eine elegantere Lösung dazu.

Einen Support-Fall werde ich nicht öffnen, da mein System ja wieder läuft, aber Ihr könnt meine Erfahrungen gerne weitergeben, wenn Ihr wollt.

Ich werde trotzdem nicht "Als gelöst markieren" klicken, da der Fehler im Programm ja weiterhin besteht.

Vielleicht bin ich irgendwann so masochistisch und spiele das nächste Update drauf, dann werde ich berichten.

Vielen Dank nochmal

Gruß, Michael

Michael, we understand that this is not solved and very much hope that any future updates do not cause the same problem for you or anyone else!

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Hello Steve,

somehow Acronis True Image 2019 Build 17750 destroyed my Windows main partition.

After booting with a Linux boot DVD I could only see country specific folders like DE-de etc. and an acronis.cfg and a bootmgr.efi. Fortunately my last backup was not that old but the first time I tried to restore the whole partition I noticed that I can't boot from my usb hard disk. So I downloaded an iso image with my notebook and burned it on a cd and was than able to restore everthing.

Hope this will never happen again!

Regards
Hartmut

 

Hartmut, welcome to these public User Forums.

Thank you for sharing your experience here and very pleased that you were able to recover your system from your backup image.

Please submit Feedback direct to Acronis about the issue you saw - doing an ATI Update should never be able to destroy any Windows OS partition, so this really should be investigated by the Acronis developers to identify what is happening in these very rare situations!