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ATIH's Backup Archive Explorer has stopped working

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topic title: ATIH's Backup Archive Explorer has stopped working

I get the following errors upon laptop's desktop starting...
Monitor for Acronis True Image Backup Archive Explorer has stopped working.

The following three files apparently are related to this problem:
C:\Program Files (x86)\Common Files\Acronis\TibMounter\TibMounterMonitor.exe
C:\Program Files (x86)\Acronis\TrueImageHome\TimounterMonitor.exe
C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageMonitor.exe

Under details:
1) Problem signature:
Problem Event Name: APPCRASH
Application Name: TimounterMonitor.exe
Application Version: 4.0.0.636
Application Timestamp: 4fec5da8
Fault Module Name: MSVCR80.dll
Fault Module Version: 8.0.50727.6195
Fault Module Timestamp: 4dcddbf3
Exception Code: 40000015
Exception Offset: 000046b4
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: ae1f
Additional Information 2: ae1f3b898e910f129a4ce2e71ad5af7e
Additional Information 3: ec40
Additional Information 4:
ec4095dfd905b7f1d7516d6ea8b39c8c

I have only two choices -- check Windows for help or simply Close Program. Error keeps coming back.

Exactly what do these three files do?
TibMounterMonitor.exe
TimounterMonitor.exe
TrueImageMonitor.exe

Can I rename their file extensions DISABLED until an update with a fix comes down the pike.

Only after installing 2013 did this problem occur.

If I totally remove Acronis TIH, can I use the upgrade 2013 install EXE and smoothly enter my license number?

Roland
Windows 7 Pro, Acer Laptop

0 Users found this helpful

Because of the above problem, I am very hesitant to recommend to others and/or to install this very good product on their desktops or laptops. Presently, I would have double effort, double explaining, double time necessary to smooth over this 2013 problem -- IF it does happen to another person while I am helping them install or installing their own copy onto their desktop or laptop. My 2012 ATIH never had this problem, and my laptop security and OS configurations have not changed between and after upgrading to 2013.
There is another individual who helps many many others with recommendations and installations and maintenance with hardware and software. IF he encounters this problem with 2013, then the fallout could mean loss of face for us who recommend this very fine product, and we could lose a few potential sales.
Remember, I am NOT blaming Acronis software, I am simply indicating a problem with 2013 that was not a problem with 2012 is happening to some of us -- if the internet is reliably reporting. To rePhrase an old Charter House commercial:
It [the situation] may not be anybody's fault, but it is our problem!

Reports such as your are valuable. Even during extensive testing and beta testing, it's not possible for a new software version to be tested on every possible system configuration. There are infinite conbinations of systems, drivers, dlls, installed software, user settings, etc.

When users such as yourself encounter issues and provide detailed information on their system and the encountered errors, that can help Acronis to solve those issues and release improved builds.

Roland,

The first think I would suggest is to run a standard repair install, I don't think in your case extracting the MSI installer will make much difference, but if a normal repair install doesn't work then it is worth a try.

Did you have a previous version of True Image installed?

Sometimes disabling the antivirus including firewall software whilst TI is installing helps as the firewall sometimes silently prevents parts of TI from installing/registrering properly.

I suspect that C:\Program Files (x86)\Acronis\TrueImageHome\TimounterMonitor.exe is an older version from True Image 2012 and the one from version 2013 is
C:\Program Files (x86)\Common Files\Acronis\TibMounter\TibMounterMonitor.exe

You can check it by digital signature dates. Which one (or both) is it listed in HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run ?

Your forum, and the email by the tech above, answered my problem real fast & efficiently! Thanks!!
** I DO suggest you add to your install documentation that it is best to uninstall an older True Home before installing a new True Home version.
That will save Acronis from having other folks spreading related complaints all over the internet. **
I sent my earlier problem only into Acronis forum,
I did not spread it into the internet. However, be aware that Google engines do search and do kwik-indexes on topics found in forums across internet-land
Again, thanks for providing the answer so quickly!
Roland Stoller

I have the same problem. I tried to reinstall but as soon as the install was finished I got the error message:
Monitor for True Image Backup Explorer has stopped working.

Any suggestions?

Thanks,
Tom

Tom Russell wrote:

I have the same problem.

This is often a misleading statement, and not particularly helpful. It would be better if you described your own setup, which is unlikely to be identical to the earlier poster's.

Did you have a previous version of True Image installed? If so, I suggest uninstalling all ATI products and using the ATI Cleanup Utility, including the manual steps that are described on the download page.

Acronis True Image Cleanup Utility for 2011-2013: http://kb.acronis.com/content/34876
Be careful to follow all instructions, including not allowing the utility to reboot until you've made the Registry edits.

The poster above gave good advice! I hope Acronis puts "uninstall old/install new" advice into their instructions up front, not having them only in this forum.
Roland