True Image doesn't start

I would recommend that you uninstall and reinstall the application.

I downloaded fromthe Website, uninstalled, shutdown my laptop, started up my laptop, installed and select Launch Application from the installer and it still reports:

Faulting application name: TrueImage.exe, version: 19.0.0.5634, time stamp: 0x5601ebf7
Faulting module name: igd10umd32.dll, version: 9.17.10.4229, time stamp: 0x55653fff
Exception code: 0xc0000005
Fault offset: 0x0026c427
Faulting process id: 0x29bc
Faulting application start time: 0x01d120c75dbc4d8a
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Faulting module path: C:\WINDOWS\system32\igd10umd32.dll
Report Id: 880b5974-d15a-47c6-9fe2-77f7c64f78a2
Faulting package full name:
Faulting package-relative application ID:

Any other ideas? 

Here are some ideas...

Run chkdsk on your drives.  Boot to your Windows DVD and check for errors or your laptop may have a tools partition with utilities to fix errors...

Can you boot to Acronis with their rescue disk?  If so, make a backup of your c drive if you don't have a recent backup already.

Sometimes as a sanity check, I do a clean install of Windows and then install whatever program didn't work and see if it does with a clean version of Windows.  If you have Windows 10, it has a "recovery/reset this pc" function to make it a clean copy of Windows. That will hopefully narrow things down - but always have a recent backup before you wipe it.  If Acronis works in a clean copy of Windows, as a last resort, I reinstall everything and then make a backup when everything works again.

Someone else may have an idea to pinpoint the problem better so you don't have to do anything drastic.

Am trying the Acronis True Image 2016 Trial version. Installed OK but now fails to start.
My Windows 10 (Dutch) event log contains:

Naam van toepassing met fout: TrueImage.exe, versie: 19.0.0.6027, tijdstempel: 0x5656dc06
Naam van module met fout: igd10umd32.dll, versie: 9.17.10.2828, tijdstempel: 0x501852eb
Uitzonderingscode: 0xc0000005
Foutmarge: 0x00268c27

My laptop has two video adapters, an Intel HD Graphics 3000 and a NVIDIA GeForce GT 555M for the heavier work.
The problem is with the Intel igd10umdd.dll. If I remove the HD 3000 driver and revert to the Windows 10 Basic Video Adapter the TrueImage starts OK.
BUT then I don't have the required 1600 x 900 resolution available.

I've tried the latest Intel driver and an older one but True Image doesn't work with them. At the moment only TrueImage seems to have a problem with the igd10umd32.dll.

Any suggestions? 

Hi,

I have Dell XPS L502X (Intel HD Graphics 3000 & NVidia GeForce GT 540M)  and exactly the same error;

--
Faulting application name: TrueImage.exe, version: 19.0.0.6027, time stamp: 0x5656dc06
Faulting module name: igd10umd32.dll, version: 9.17.10.4229, time stamp: 0x55653fff
Exception code: 0xc0000005
Fault offset: 0x0026c427
Faulting process ID: 0x1f24
Faulting application start time: 0x01d14e0bb8ac4c9b
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Faulting module path: C:\windows\system32\igd10umd32.dll
Report ID: 0a39ab65-a27e-4564-bc0a-cf4f9626f31b
Faulting package full name: 
Faulting package-relative application ID: 
--

Removing and re-installing True Image 2016 doesn't change anything - and older version of True Image 2016 worked without issues. 

Please advise!

I have the same problem. The TrueImage 2016 starts only one time immediately after the install. After closing the app, nothing helps, not even restart.

OS: Win 10 64-bit
PC: Dell Precision M4600 with Intel graphics and Nvidia Quadro (Optimus)

If I uninstall Acronis True Image, and then reinstall, will it accept the original serial number?

@ Matevz - 
For me TrueImage doesn't start at all (not even one time immediately after install)

@ Stuart -
I don't know, the installer didn't ask for a serial number, and the program doesn't start so I can't check.. 

Please note just because this worked for me doesn't mean it will for you but if you're stuck it might be worth a try. I was using True Image 2016 version 6027

For me on my Lenovo Z570 Ideapad which has 2 graphics cards: Intel HD 3000 & Nvidia GForce GT 520M  there was the same type of issues...

The issue seems to be that either the Intel HD 3000 card on Windows 10 64-bit is not compatible with True Image 2016 or vice versa...

I did find a solution actually which hopefully will help you guys - it seems to be the latest verions of Intel HD 3000 driver that seems to have the imcompatibility whereas the previous version works fine for me...

Read through all of the following steps before attempting...

1 - Download the old driver here: https://downloadcenter.intel.com/download/24696/Intel-HD-Graphics-Drive…

Although it's for Windows 8 64-bit it works on my Windows 10 64-bit laptop.

2 - Make sure that you will be able to shut down your computer without having to use the shutdown command... eg on my laptop I set the power button to start PC shutdown.

3 - Go to Devices, select the HD 3000 graphics card and choose uninstall. NOTE: The reason for number 2 above is that after I uninstalled the graphics card then pressing the Windows Start Button had no effect and neither did CTRL ALT DELETE or right click on task bar to select Task Manager to shut down the computer so the only option I think was crash the PC or use the Power Button to shut it down...

4 - Install the old driver

Although Windows update seems to then install the latest HD 3000 driver my True Image seems to now work even after a few shut downs and power ups so I'm hoping it's permanent...

Hopefully this sorts out your issue...

P.s I also had a "Cannot Create A Database" issue on startup BUT I've no idea if it's related to the graphics card issue. I did however manage to fix it thanks to another post on this forum...  I copied and pasted this file C:\ProgramData\Acronis\TrueImageHome\Database\Archives.db (so it just added COPY to the end of the file name) and then simply deleted the Archives.db and True Image then on next startup recreated it... It seems to have done the trick...

I have the same problem. True Image does not start, not even once after installation (as I described here: http://forum.acronis.com/forum/110665).

@Kyle Walker:
Thanks, I will give this a try. So it seems the issue described in this Knowledge Base article https://kb.acronis.com/content/57180 is not fully solved in build 6027. Hopefully there will be an update of True Image with a bugfix for this soon. I have a second PC with Windows 7 which I plan to migrate to Windows 10. But I won't do this before True Image runs stable on Windows 10.

I was able to start the TrueImage.exe by setting the compatibility mode to Window 7 in the file properties dialog.

@MatevzBosnak

I wish I had tried that option first coz it's by far the easiest!

ALthough I had tried in compatibility mode I had only tried Windows 8 and not 7 because I (now seemingly incorrectly) believed that it was an old OS and therefore not worth going back that far. I'll know for next time.

Cheers, Kyle.

@Matevz Windows 7 Compatibility mode also works for me :-) Thanks a lot!

Windows 7  Compatibility mode worked for me as well!! Thanks Matevz!!!

Changing the TrueImage.exe file properties to Windows 7 compatibility mode fixed the issue of Acronis 2016 not starting on my laptop with the Intel and NVIDA cards. Updating the Intel driver did not fix it. Uninstalling the Intel drive did fix it but it was not an option. I was able to keep the Intel driver loaded just by changing the compatibility mode of the executable. Obviously either Intel OR Acronis needs to provide a fix her and put duct tape on the issue

Hi All,

I believe that some laptops (particularly Dells, but HP and others too) have a feature for Nvidia cards called Optimus in the bios.  This is a feature that allows the system to run more power efficiently by using the intel Graphics for lesser tasks and jumpping over to the discrete graphics when needed.  In theory, this is a good idea for power efficienty, but poor in execution for many applications.  We use ArcGIS and routintely have to turn Optimus off in the bios to ensure the discrete graphics is always used as switching during an application in progress, usually has bad behavior.

http://forums.autodesk.com/t5/hardware/disabling-nvidia-optimus-amp-per…

Likewise, laptops with AMD graphichs cards may have a similar feature in the bios called AMD Switchable graphics.  

If your system has this feature (make sure you're on the latest bios version as well), you probably want to disable these in the BIOS to avoid the graphics switching problems in applications which is not just related Acronis, but can be found any many applications if the graphics card switches after an applicaiton has already been launched. 

Hi, Bobbo

You are saying that I should disable the feature, which was the main reason in deciding for this laptop? I have Optimus enabled and have no problem with other applications. It just works. One can use application-specific rules for switching between graphics cards to avoid confusing the app, but this doesn't help with TrueImage.

Anyway, TrueImage is not an application one would expect amongst the graphics-heavy ones. Why would you need the discrete graphics to start the TrueImage GUI??? There's obviously something done wrong in the code. The GUI itself is also far from being responsive and blocks on almost any operation it needs to do without appropriate feedback. If we haven't had just bought the TrueImage, we would be looking for a new backup software...

Hi Matevz,  I would at least consider testing it to see if it does resolve the behavior or not.

We have several Dell's in our organization using Optimus and it has been disasterous for serveral applications - even those where graphic power is pretty minimal.  We turn it off by default now as the very minimal power savings (when on battery only) is far outweighed by daily usability in operation and performance.  Just do a "Google search for Nvidia Optimus crashing application" and you'll see tons of posts about this behavior with everything from STEAM, to Adobe products, ArcGIS, Autodesk, etc.  It's definitely not limited to Acronis and you'll find a lot of forum posts directly on the dell webiste as well with most people recommending to turn it off.

I don't know how the Optimus technology runs under the hood but it's basically a relay race where the itnel graphics pass the baton to the discrete graphics when needed.  Unfortunately, sometimes that baton gets dropped and you may see issues like this with applications.   Optimus is supposed to be a power saving feature, but honestly, it does little to save on battery life unless you really need to eek out say another 30 minutes of use where there is no AC power available.

Each person will purchase a system based on their needs, but personally, i would not consider Optimus as the sole feature for making that decision.  Why spend money on discrete graphics and not use it?  If you have AC power, optimus has no advantage in power savings either.  Personally, and this is just me, I have found Optimus to be on the same level as SSHD's (solid state hybrid drives).  On paper, they sound great.  In reality though, they are a huge let down.

Best of luck with whatever route you go, I can only provide feedback and suggestions from my own experiences and those referenced on the web with similar behavior caused by the Optimus setting being enabled. 

Again, I don't see a reason that graphics card would affect the backup software. Maybe the GUI is rendered in OpenGL instead of using native Qt widgets, but I prefer functionality over looks (especially in a backup software, where the software reliability is the number one priority - Acronis lost a ton of a points here for me and my colleagues).

A bit of an offtopic discussion... Sorry guys :)

I have been using Dell with Optimus enabled for the last 4 years and Acronis is the sole application with problems somehow linked to Optimus.

I admit, it has its own quirks - original setup requires precise order of driver installations. It also sometimes 'wrongly' recognized an app as graphics-heavy and stayed in discrete graphics mode.

However, if one does a mixed stuff of graphics-heavy stuff and graphics-light stuff, Optimus is very much appreciated. The Dell I use has separate cooling fans for CPU and graphics and disabling Optimus makes a whole lot of a difference. I am not talking about battery-powered operation here. With Optimus disabled, the laptop is much warmer and louder and there is no performance gain in 'office' or programming work environment. Running it 24/7, power consumption, noise and even aging of the components (battery, drive...) are all heavily affected. Currently, 24/7 on AC power, the laptop is only slightly warm to the touch (a few degrees over the ambient) with a ton of applications running...

It is an underlying problem with the technology and the handoff between the intel graphics and discrete graphics and occurs in many applications - it even works in some applications at times, but then fails other times.  It's been too unstable in our environment so we've opted to disable it and customers are happy because they don't have these issues anymore and they actually prefer the advanced graphics capabilities over using the intel graphics 24/7.  

You can't fault Acronis completely - this is Nvidia/AMD technology and Acronis application existed before Optimus and AMD switchable graphics.  I think that is the same reason you see these types of issues in other applications as well.  I would definitely sumbit feedback to request updated support for this, but unless enough people register that type of feedback, I don't think we'll see it anytime soon.  

We use Dells almost exclusively at work for the past decade and there are always batches with problems.  5 years ago there was a class action agains Nvidia for selling defective graphics cards that would fail often.  We have almost every make/model in the lineup for the past 5 years and all of the ultrabooks with dual monitors on an e-port docking station have random screen blinking (despite using the latest drivers, firmware, and Dell selling the docks as compatible for these lower power devices).    The Dells - the new precision laptops (which are basically E-series chassis now) have been notorious for heat as well.  Ever since the E6400-E6430's we'd constantly have to replace motherboards and GPU's becuase of constantly running fans and overheating.  

Doesn't help in your situation, but wanted provide some input on my usage with Dells as well.  If I was running graphics 24/7, it wouldn't be on a laptop - it would be on a cheaper desktop with better airflow and better GPU at a lower cost point for the system and graphics card.  That's just me though.

Well... can anybody else report this to Acronis?

The problems started after we upgraded to Windows 10. It was exactly one month and one day after purchasing the new version of TrueImage, that of course had '1 month' support period included. Acronis worked very hard on preventing people reaching their support out of this period....

offtopic: I know my use-case is a nieche one, but I can't fit a regular PC at my workdesk... Even laptop occupies 'too much' space :) And in the small room, the noise and heat are both an issue.

Matevz,

See if your version of the Nvidia application has the ability to specify a specific graphics card for an application as posted in this Lenovo forum - should still apply since it's the Nvidia Control Panel that has these options. Might be a work-a-round in your situation.

https://support.lenovo.com/us/en/documents/ht051526

As I noted, I tried that and it does not help. TrueImage somehow dislikes the drivers :)

The compatibility mode is operational workaround, anyway.

edit: That is weird. Apparently, graphics drivers got an update via Windows updates and TrueImage runs without compatibility mode enabled :) Huraay...

Good deal - see - we can blame Nvidia (or Windows) this time as being the culprit - and he fix.  Regardless, glad it's working for you now.