Blue screen of death
Hi everyone,
I have been testing the True Image 2011 software on my pc for the last two weeks on a trial basis.
In the beginning it worked ok but after having suspended an online backup the program started to act strangely and tried to back up to to the online storage continiously.
Having also noticed problems to find backup drives when my network printer is switched off, I decided to uninstall and reinstall the software.
After reinstallation, the software appeared to be working fine again.
Yet when I rebooted the computer (not the reboot necessary to complete the installation) my PC showed a blue screen of death and I needed to perform a system restore (prior to the Acronis installation) in order to make it work again.
I've tried this two times with the same result
I can't read what the blue screen says since my PC reboots immediately and then enters a recovery mode
I'm using Win7 Ultimate on a 64 bit PC (Acer)
Could anyone give me a clue on how I could get this software working again?
I'm still using trial software and I hope this problem can be fixed before the end of the trial period.
(I'll only buy a license when it works like it should, I hope you understand that)
Thanks for any ideas.
Kind regards
RHE
RHE,
Once the system has rebooted, go to My Computer > Properties > Advanced System Settings > Startup and Recovery >Settings. Uncheck automatically restart and request a minidump.
Reboot. Take note of the stop code information, and upon reboot, check for a minidump file in the C:\Windows directory. If there is one, we can look into what is causing the BSOD.
Hi,
thanks for the replies
These are the codes I can read on the blue screen
STOP: 0x0000007B (0xFFFFF880009A9928,0xFFFFFFFFC0000034,0x000000000000000,0x0000000000000000)"
The dump file doesn't indicate much, dont' seem to have the proper tool to read it.
“STOP: 0x0000007B” message can show up because of boot sector corruption (including viruses), driver Issues, or other hardware issues.
It is good you have a dump file. Check this out.
http://support.microsoft.com/kb/315263
By looking at the dump file, you might see which driver is involved.
Next boot, try to run the Acronis Cleanup utility to get rid of any remnants of ATI.
http://kb.acronis.com/content/14871
HI Pat L
Thanks for your advise
I tried all but checking the dmpfile (can't find dumpchk.exe immediately) but unfortunately the result stays the same
So I installed devcon.exe in the syswow directory and ran the cleanup utility & reinstalled acronis.
It works fine un until the next reboot -> BSOD
I'll try and read the dmp file, I'll keep you posted
Thanks again
RHE
Hi again,
I think I've found something
Still not able to read dmp but I found something in the system log:
Error loading Symantec real time Anti-Virus driver. (2 seconds prior to BSOD)
So I start to think that there is some interaction between norton 360 & Acronis.
My goal is to use them both.
thanks for any further help anyone could give me on this matter.
Kind regards
RHE
I am using Norton 360 and Acronis on Win 7 x64. They work together, but it is possible there is conflict between their low level drivers.
The dump will tell you more probably.
Uninstall Acronis again and see if the BSOD goes away. Run the cleanup utility to do so.
Yes, It worked here too at the beginning.
I've tried uninstalling en running cleanup already four times, to no avail
Strange thing is that after installation and first reboot (necesarry to complete installation) all works fine, N360, Acronis backs up, whatever you want.
But after a second reboot it's over and out...
Do you know where I can download dumpchk.exe ? It doesn't work for me trying windows debugging tools
thanks for your time and effort
I think are are talking about the same thing.
http://technet.microsoft.com/en-us/library/ee424340(WS.10).aspx
Thanks for all your effort Pat L
But I'm starting to lose faith...
I think I have installed (and restored the system) more than 10 times over the last 2 days.
Even if in the settings I request to generate a minidump, no dumpfile is being generated on my system. :(
It should be in c:\windows\minidump but this directory is empty.
There are nowhere dumpfiles I can find that match the date of one of the system crashes...
I've ran out of things to try
Thanks for all your effort Pat L
But I'm starting to lose faith...I think I have installed (and restored the system) more than 10 times over the last 2 days.
Even if in the settings I request to generate a minidump, no dumpfile is being generated on my system. :(
It should be in c:\windows\minidump but this directory is empty.
There are nowhere dumpfiles I can find that match the date of one of the system crashes...I've ran out of things to try
RHE,
Hello... one more thing that you can use to view "Blue screen" is a Free tool called "blue screen view" from NirSofthttp://www.nirsoft.net ... way down at the bottom, and my other advice 2010 V-7046 Regards Fred
Hi Fred,
thanks, I tried to program, it seems to work ok.. but...
still, my system doesn't generate a minidump file even if I request for it in the settings.
so there's nothing for me to view...
I'm not sure it's because the system crashes before it is capable of generating a dump or if it's because I need to perform a system restore in order to regain access to my pc...
Surely system restore wouldn't go and delete dmp files (I think)
Although I really liked the program while it worked during the first 2 weeks of my trial period, I'm starting to think I'll need to go and search for alternatives...
Still hoping for some miracle though...
Thanks
RHE
Did you make any changes in the BIOS (like changing from IDE to AHCI or RAID...)?
If you cannot boot and have a stable computer in safe more, I would reinstall Windows.
If you can boot in safe mode, you can try to troubleshoot the computer with msconfig. First uninstall any antivirus, anti-malware and such (use Norton cleanup tool) and uninstall Acronis, using the cleanup tool as well. Reboot and see if the problem subsist.
If it subsists, launch msconfig, disable all startup items, all non microsoft services, unplug all non system critical devices. If the problem subsists, reinstall windows. If not, enable the first half of the non-microsoft services. If the problem subsist, enable only the first 25%, etc. You should find you problem software by dichotomy. Once you are done with the services, do the same on the startup items.
Just a status update
I did all what you suggested except reinstalling windows.
Nothing helps
I'll reinstall Windows today and I'll keep you posted.
Hello
As what was to be expected, performing a clean windows install, made my PC stable again, Acronis keeps on working (for now)
Unfortunately, I don't know what the reason could have been. (clean install is a rather drastic measure)
If it was due to some recent windows update, the problem could reappear.
I'll let you know in a few days if all remains working ok.
Thanks for all the hints & tips
Kind regards
RHE
Hello
Happy to announce that Acronis, (and the whole pc for that matter) is functioning normally, and in a stable way.
I'll wait another week, before purchasing a license key, but this is surely going in the right direction.
Also, the online backup (already purchased a license here) is also working really well.
CU later
Cheers!