Acronis True Image 2016 won't open on Windows 10 - mmsminisrv service stopped- Solved

Hello Guy77,

The msminisrv communicates with the Family Dashboard feature in the product.  Have you setup the Dashboard feature on your machines?  You might have a look at that on your troubled machine and compare it with your working one looking for differences there. 

Hello Enchantech,

Thank you very much for your fast reply!

First, I am not aware at all of what the "Family Dashboard feature" is... Could you pls be so kind to bring me some light on where to activate/desactivate it?

Second, then this may have no relation with my problem... What can I do in addition to investigate on my problem and communicate the results to you?

Thank you.

Guy

Hello Guy, you can get an idea of what the 'Family Dashboard' is from post: https://forum.acronis.com/forum/91593 this was written when ATIH 2016 was in beta testing but is still valid.

In essence, the Family Dashboard is directly associated with using the Acronis Cloud subscription and is an online web based service to help control and coordinate cloud operations for multiple devices.

There is information on this in the ATIH 2016 online user guide: http://www.acronis.com/en-us/support/documentation/ATI2016/index.html#33893.html

What is the status of the Acronis mmsminisrv service when you look at the Service.MSC console?
Note: Unless you are using features such as Cloud, NonStop or Sync, only the Acronis Scheduler service needs to be active, the others can be stopped.

Have you checked for any errors logged to the Windows Event Logs?

Here is a link that describes the Dashboard of the product from the Web Help section found in the left column of these pages:

http://www.acronis.com/en-us/support/documentation/ATI2016/index.html#3…

Have look through this and try to recall if you remember seeing any of it while using the application.

Beyond that all I can think of that might be contributing to your problem is that of network connectivity.  Are you experiencing any issue with internet or network connections? 

I assume that your laptop uses a wireless connection for internet/network connection.  If you also have the ability to establsh such connection using a wired ethernet cable you might wish to do that and see if that changes the status of the msminisrv service to manual start or auto start.  I believe that the default here should be manual start. 

Hello Steve and hello (again) Enchanted,

It is very nice to see that there are some kind people on the other side of the wire!...

Let me try to give you some replies to your questions:

I have never started to use the Acronis Cloud as my back-up are only on local drives. Steve I tried to open the link you gave me ( https://forum.acronis.com/forum/91593), but I have an "access denied". Howerver I think I understand what it is and didn't set it up on my PC (at least voluntarily).

When I look at the status of the mmsminisrv service in the Task manager page, service, it says "stopped". while on my other PCs it is "started" hence my initial question : is this my problem? When I try to start it, I get the error I quoted in my initial post.

I just came to the services page and found the Acronis Managed Machine Service Mini on "disable" status. I went to properties, changed the status to Automatic then started it. 

After this I came back to the Task Manager services page and now it appears as "running" : Good!

I just tried to start again Acronis True Image but again nothing started.

I am rebooting and will let you know the result.

Guy

Guy, my apologies for the reference to an unavailable post - I had forgotten that I have additional access to other beta forums that are not available to the general user population, hence I had referenced such a post.

I hope the reboot will help now that you have the service started, at least to allow you to get the product started.  As I stated earlier, I have actually disabled the MMS, NonStop and Sync Services on my Windows 10 system and this has no effect on my being able to start ATIH 2016.  I cannot see the point of running services that will never be used, especially as I cannot even sign in to the Family Dashboard since my 30 day trial subscription to Acronis cloud expired & all data was expunged from their cloud servers!

Hello gents, me again.

I rebooted, tried to launch ATI2016 but nothing started.

I went to the Task Manager, services, and found the mmsminisrv service again in "stopped" mode. This time I was able to start it. I tried again to launch ATI2016, but again I got nothing after the UAC message.

In the services page, the Acronis Managed Machine Service Mini has remained in automatic.

I also tried in Windows 7 compatibility mode (as suggested in another post), but the result is the same.

I opened the Windows Event Logs and I see at the time of my try to launch ATI2016:

Nom de l’application défaillante TrueImage.exe, version : 19.0.0.6027, horodatage : 0x5656dc06
Nom du module défaillant : atigktxx.dll, version : 8.14.1.6489, horodatage : 0x56acf368
Code d’exception : 0xc0000005
Décalage d’erreur : 0x00007e7b
ID du processus défaillant : 0x2688
Heure de début de l’application défaillante : 0x01d173e30b74d60e
Chemin d’accès de l’application défaillante : C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Chemin d’accès du module défaillant: C:\WINDOWS\SYSTEM32\atigktxx.dll
ID de rapport : 015689e9-cbab-4c03-8bc9-e57baa99e13f
Nom complet du package défaillant :
ID de l’application relative au package défaillant :

Récipient d’erreurs 107934063235, type 1
Nom d’événement : APPCRASH
Réponse : Non disponible
ID de CAB : 0

Signature du problème :
P1 : TrueImage.exe
P2 : 19.0.0.6027
P3 : 5656dc06
P4 : atigktxx.dll
P5 : 8.14.1.6489
P6 : 56acf368
P7 : c0000005
P8 : 00007e7b
P9 :
P10 :

Is this of any help?

Tks for your patience.

Guy

With the service once again enabled you should try Win 7 compatibility mode again.  Just might clear things up.

Guy, thank you for the Windows Event Log entry - this is pointing to an issue with AMD Graphics Driver per the line:

Chemin d’accès du module défaillant: C:\WINDOWS\SYSTEM32\atigktxx.dll 

Path of the failed module: C:\WINDOWS\SYSTEM32\atigktxx.dll 

There is a Microsoft hit: http://answers.microsoft.com/en-us/insider/forum/insider_wintp-insider_devices/amd-graphics-driver-not-workingincompatible-with/8d7d983b-6c07-4afd-8347-8d205ab5355e?page=3&auth=1 which reported a error / incompatibility in the same area with the Windows 10 Technical Preview (pre-release version).

I would recommend doing a search on your system to see just how many of this atigktxx.dll files you have and then look at their properties to see what versions they are in case an incorrect DLL is being picked.

You may wish to check for any updated device drivers for your ATI graphics card too.

Enchantech, I just tried again the Win 7 compatibility (event in admin mode) and got the same result.

Steve, I am investigating the Graphics Driver problem and come back to you as soon as I have some news.

Tks again.

Hello again,

Good news, I was able to launch Acronis True Image 2016!

On my laptop I have two lines in the Device Manager for the graphic card:

AMD Radeon HD 6700 M series and its pilot was 15.301.1801.1001 dated 30/01/2016

and Intel (R) HD Graphics 3000 with the following pilot : 9.17.10.4229 dated 04/11/2015

On the AMD Radeon line, I had the possibility to load the previous driver, which is was I did. It then came back to:

15.201.1151.1008 dated 04/11/2015

I did the down level and made a try which worked fine. At this step I was still under Win 7 compatibility, I removed then this setting and tried again, bottom line it works fine with this driver!

Thank you very much for your valuable help!

Have a great day.

Guy

Guy,

To avoid further issues of this sort you should consider configuring Windows update to not automatically update drivers on your machine.  I use such settings to avoid issues like this and it works great.  If you do so however you will need to check with the device manufacturer periodically for driver updates for your machine yourself to insure things are kept current.

Yes Enchanted,

It makes sense, but I do not see where to set-up this in Windows Update...

Hello Guy77,

Sorry for the delay in responding but here is your answer:

To access this option, open the Control Panel by right-clicking the Start button and selecting Control Panel. Navigate to System and Security > System > Advanced system settings. Click the Hardware tab, click Device Installation Settings, and select the “No, let me choose what to do option.

This will stop Windows from updating hardware drivers on your system.

No problems Enchantech,

Thank you for this additionnal information.

It was my first time on this Forum and I really appreciate your help and responsiveness!

Guy

Your welcome

Hello Enchantech,

I come back to this old post for a clarification:

In order to prevent Windows Update to make unwanted driver update you suggested me to configure Windows update to not automatically update drivers :  "  To access this option, open the Control Panel by right-clicking the Start button and selecting Control Panel. Navigate to System and Security > System > Advanced system settings. Click the Hardware tab, click Device Installation Settings, and select the “No, let me choose what to do option. " 

As my Windows speaks French could you please confirm that I am in the right screen to select "No":

Here is the screen capture : http://www.cjoint.com/c/FEoit00GVq1 (click the red button)

I want Windows Update to continue to make all other updates (Windows OS, security, Microsoft Office products,...) but not the drivers (as far as I can understand it is exactly what your suggestion address).

I follow on my own the drivers update using DriversCloud.com.

Thank you.

Guy.

Guy, see screen shot from my Windows 7 & 10 systems showing the settings for device drivers - 7 has more options when you say 'No' whereas 10 just allows either 'Yes' or 'No'.

Steve, I checked on my Windows 7 and on another computer running Windows 10 and I have exactly the same screens as yours (except the language ;-) )

So question was: Is this the right place to ask Windows Update not to download and install drivers update? Do you confirm?

I was a bit confused because as you probably noticed, in the Windows 10 version, they don't talk about "driver software" but they talk about "manufacturers' applications" which has a very different meaning to me... Can we assume this is a translation error or is this a real change in this function?...

Guy

Hi Guy, yes this is the place that was advised by Enchantech previously - the wording is a little confusing but it does mean the same thing!

Thank you Steve!

Hi Steve (and Enchantech),

I come back to you because I changed the option to "No" in the Device installation setting, but this didn't prevent Windows Update to install the graphic card driver...   

The original problem was that the program NVIDIA GeForce Experience as well as DriversCloud detection asked for an update of my graphic card driver (it was 341.92 and they recommanded 341.95), I performed the update, checked that if was updated in the Device manager, but at next Windows Update, Windows told me that a new driver was available for my card and then turned it back to 341.92. I hopped that using the option in the Device installation setting to prevent drivers download will prevent this to happen...

Any idea on how to proceed to solve this? 

Thank you.

Guy

Yeah... I am not quite sure that changing that option prevents Updates, it does prevent automatic installation of no-available drivers though, which might be some annoyance, depending on cases...

The only sure way that I knew was to "hide" the update from Windows update. But I didn't do it yet in Windows 10, ... I hope it still exists.

This should help

http://m.winsupersite.com/windows-10/stop-automatic-driver-updates-wind…

The good part of allowing Windows update to notify the user of a driver update but not install it unless the user allows that is that the user knows a newer driver is available.  The user can then do some research and determine if the update is necessary or of benefit or if it truly dors exist for their hardware.  This way you do not have to manually check for driver updates yourself and protects you from updates being applied that may cause issue to your installarion.

First of all thank to each of you to continue with me on this tread (I felt a bit alone with this problem which is now lasting for a while)

Unfortunately, I tried already some of your suggestions and this is what I get:

Pat L: The problem with Windows 10 is that it starts downloading and installation of drivers right away and you don't have the choice (as in previous versions) to tick if you agree or not... As soon as the boot is complete it starts looking for update, and even if you have selected to manually start the search I have not yet found the place to select which one to install and which one to postpone.

Bobbo_3C0X1 : Yes I have tried this too, but unfortunately, on my Windows 10 x64 Family 1511 10586.318, when I access the Device Installation settings windows, I only have two choices: 1) "Yes" (recommanded) and 2) "No" (your device might not work as expected)... Even when I select "No", the other options visible in the page Stop automatic driver updates on Windows 10 you refer to (Always install the best driver,.. Never install driver software,... Automatically get the device,...) are never shown. They were available in previous Windows version, but I cannot find them in my current Windows 10...

However I made a try selecting "No", but unfortunately, as I was telling to Steve above, the next Windows Update has reinstalled the old NVIDIA driver as if I had selected "Yes"...

In the thread pointed to by Bobbo_3C0X1 they also refer to the Windows Update Show Hide Tool  this was looking promissing in the description, but I have tried it already and for the NVIDIA GeForce GTX 260, Windows Update creates two entries and this tool allows only to hide one of the same type. I mean to use this tool you need first to launch the Windows Update detection, it then lists what are the updates you can hide, then you place a tick in the line, continue the process, the line disapears in the "to do" updates (and appears in the hiden list), but as there are two identical lines, you are cannot remove both, so there is always one of these lines remaining, and of course, because of this, the next Windows Update will perform this driver update...

Enchantech, yes, I would like this to work as you describe, but unfortunately, so far I cannot find how to only get the notice of a new driver available without having Windows Update installing it right away...

If I were able to prevent Windows Update to perform the drivers systematic update, I would be happy to use some program like DriversCloud to inform me of the new coming one. 

Any additional light on this is very welcome (and thanks again for your time!)

Guy

Dang, you're right, I no longer have the additional options anymore either!  I have the same build of Windows 10 as you, too (Win 10 Pro x64 - 1511 10586.318) so it's not a difference between home/family and Pro. 

So, if you click NO there.  Reboot to ensure the registry is updated, remove the Windows update that put the driver on there and upgrade through Nvidia directly, will Windows still update it then?  

Guy77,

I am not sure if this will work for you but you might give it a go.  The link below is for a "Show or Hide Updates" troubleshooter package from Microsoft.  There is a download link for the troubleshooter in the Article.  You can download, install it and then see if you are able to hide the update that Windows insist on installing.  After that install the driver that you know works and see what happens.  Good luck!

https://support.microsoft.com/en-us/kb/3073930

Paul, I had a look at the Microsoft troubleshooter package earlier and gave it a try, it doesn't install anything but just runs a check on all your installed updates then opens a panel where you can click to disable specific updates or enable them again.  To my mind this is very similar to selecting to Hide updates in the Windows Update panel for Windows 7 but provides a similar functionality for Windows 10.

Hello everybody, here is the race result:

First of all this is the initial status:

As a reminder I am still running Windows 10 x64 family and my graphic card is a NVIDIA GeForce GTX 260. In the Device manager the driver shows 341.92 installed, DriversCloud (and NVIDIA GeForce Experience) inform me that release 341.95 is available. Pls note that full name for the driver is NVIDIA GeForce GTX 260  9.18.13.4192  dated 13/10/2015, but to ease reading I will use 341.92, as NVIDIA GeForce Experience does)

In the Device manager, if I select “Update driver”, “Automatic search for an updated driver” (sorry this is my translation from French, not sure these are the exact terms..) answer is “The best driver for your device is already installed” 

Second, this is what I did:

1) Run the Microsoft show or hide Updates troubleshooter package and look at what it displays :

- Hide updates : Nothing related to the NVIDIA graphic driver

- Show hidden updates : the list is empty

2) Change the option to "No" in the Device installation setting

3) Reboot to ensure Registry is updated

4) Install the NVIDIA 341.95 driver. I then check in the Device manager if the driver is updated to 341,95 and yes it is.

5) Run again the Microsoft show or hide Updates troubleshooter package and modify the NVIDIA GTX 260 driver (in fact here starts the strange things : instead of having one single line for this driver two identical lines are shown, both say "NVIDIA driver update for NVIDIA GeForce GTX260 ". However I am able to tick both of them, this is what I do.  (see screen capture below)

The Show or hide Updates next screen a line "NVIDIA driver update for NVIDIA GeForce GTX260" with a comment : Corrected", but only one single line.

I then launch again the Show or hide utility to check what is hidden and what is not and here the surprise gets confirmed: 

- Hide updates : still show one line "NVIDIA driver update for NVIDIA GeForce GTX260"  

- Show hidden updates : shows also one line "NVIDIA driver update for NVIDIA GeForce GTX260"...

I made the exercise different times, I even tried to make it in Safe mode (which does not work as in Safe mode the Show or hide utility displays only empty lists, both is hide or show hidden lists), same result.

I think that as long as one of these driver lines will be present in the "to hide" list, Windows Update will propose to install this driver...

Of course in this status, the next Windows Update reinstalls its low level driver. In fact to be more precise, Windows Update install a 341,74, then if I go to the Device Manager, click on the graphic card driver, ask for an update, the Windows propose one which is the 341,92 and then I am back to sqaure one...

I also checked that when I have the 341,95 loaded, with a "No" in the Device installation setting, after having rebooted, the next Windows Update identifies an update available and installs it... it looks as if the "No" selected does not apply to this driver. 

I made screen captures of these different steps and I attach them below.

WUshowhide-A_NVIDIA GTX 260.JPG => List of drivers that I can hide (2 lines appear for the graphic card, I tick both)

WUshowhide-B_NVIDIA GTX 260.JPG => The utility succeeds in correcting the problem but only works on one line)

WUshowhide-C_NVIDIA GTX 260.JPG => If I start again the utility one line remains to be hidden

WUshowhide-D_NVIDIA GTX 260.JPG => If I look at the hidden list I see that one line appears but only one...

WUshowhide-E_NVIDIA GTX 260.JPG => Here is the detail of what the utility has done (screen 1/2)

WUshowhide-F_NVIDIA GTX 260.JPG => detail of what has been done (screen 2/2)

I am a bit stuck here, and I don't know what to do next.

I hope I have answered your questions.

Please let me know if you want me to perform additionnal tries.

Thanks again for your help and your patience.

Guy  

Hi all,

I have continued my investigations and here is the result as per today:

In order to start on clean basis, I have uninstalled all NVIDIA drivers, I did that in Safe mode and on top of this I have run the Display Driver Uninstaller utility. After some steps I have arrived to get in the Device manager a basic Microsoft graphic driver. Starting from there I installed the minimum configuration of the NVIDIA 341,95 driver (without 3D Vision or GeForce Experience).

At this step all looked good, I still had the option "No" selected in the Device Installation Setting on the Hardware tab.   

I then went to the Windows Update page and noticed that, after a short while, it had identified an update available for the "NVIDIA driver update GeForce GTX 260"... On this screen, as usually, is the radio button "Install now" and above the comment "this update will be installed automatically when the computer is iddle". Of course I didn't it hit the button, but after few hours of work on the computer I got in the status bar (bottom right corner of the desktop) a message telling that a new graphic driver has been installed... I also noticed that on the desktop, an icon 3D Vision Photo Viewer has appeared.

Bottom line Windows has not taken into account the setting not to install driver updates at all. 

I really don't see what to do next to prevent this to happen?

Any help / suggestion will be very much appreciated.

Tks,

Guy

Boy. isn't Microsoft great! Another example of how they insist that they know better than the user about how their machines are configured!  

I am providing some links that may or may not help you with this seemly unrelenting problem of Windows 10 installing device drivers at will.  Keep in mind that disabling such Windows features will prevent updates of all devices on your system so if one of these solutions works for you then you will have to check for updates for drivers and devices manually yourself dependent of course upon which one of the options you choose.

This first link covers some backdoor ways to disable driver updates in Windows 10.  Personally I do not like either option described here.

http://www.thewindowsclub.com/stop-windows-7-from-installing-drivers-au…

This next link involves a Group Policy edit which will make Windows 10 notify you of updates and allows for some configuration options which may better suit your needs.  This option is more like how Windows update used to work and is in my opinion the best solution for you but that is just my opinion.

http://www.thewindowsclub.com/make-windows-10-notify-you-before-downloa…

Finally, this link describes how to disable Windows update totally which is less than desirable but does explain why you face the issue you have here.

http://www.thewindowsclub.com/turn-off-windows-update-in-windows-10

Hope one of these will fix the issue for you.

Thank you Enchantech, that's a good summary of what "should" fix this issue.

Unfortunately, so far, something still makes it wrong in my case, but I have not yet followed all of your action plan:

I cannot access the Group Policy edit... I am running Windows 10 x64 familly.

When I enter gpedit.msc I have an error message telling that Windows canot find gpedit.msc. I checked in the Windows\System32 folder, I have a hidden folder called GroupPolicy where there is a GPT.ini file whose content is :

[General]
gPCMachineExtensionNames=[{35378EAC-683F-11D2-A89A-00C04FBBCFA2}{8FC0B734-A0E1-11D1-A7D3-0000F87571E3}]
Version=26

Looks that this is not what we look for.

Any hint on this?

Thank you

Guy  

Hmm, well, Group Policy Editor unfortunately is not included in Windows Basic or Home editions (Family).  Again Micorsoft knows best don't you know!

You can download the GPEdit.msc installer at the link below:

Then before running it read the install instructions carefully and follow the instructions found there.

http://windowsreport.com/install-group-policy-editor-windows-10-home/

Thanks a lot Enchantech, nice to see how deep is your knwoledge of the Microsoft tricks and how nice you are to provide the community with your hints!

Guy