Try&decide fails in build 6559
After installing the update to build 6559 and newstart of the computer, I started try&decide. It seems to start normal with the message "starte t&D. needs some minutes..." . But after some seconds comes the message "Try and decide fehlgeschlagen"
I looked to the Log File with the explorer. there are several times texts as follows:
19-04-2016 09:58:46: tid=0x00001234>Service has started.
19-04-2016 09:58:46: tid=0x00001234>Service version 3.0 (build 4283)
19-04-2016 09:59:05: tid=0x00000B68>System shutdown.
19-04-2016 09:59:17: tid=0x0000122C>Stopped driver manager with status 0x0
19-04-2016 09:59:17: Service has stopped.
I made another test and found in a log file thefollowing message:
<event id="5" level="4" module="100" code="0" time="1461058736" message="Acronis True Image Tools: Try&Decide-Fehler. Code: 9895943, Zeilenkennung: 17698678710503774912." />
german_opa
Since this existed before the latest build, could you attempt a clean uninstall using the procedures outlined here and start with a fresh 6559 install and see if the problem still exists? Perhaps whatever was the original cause is still transferred over in the upgrade, but may be resovled with a fresh install this time around?
https://forum.acronis.com/forum/113656#comment-334624
Thanks Bobo for the advice and the excelent preparation. I followed the clean installation procedure very thoroughly. But the behaviour of try and decide after this was exactly the same as before. No success!!
(To have back my old settings in ATI, I did set back my boot Volume to the state befor the reinstallation)
I've pointed this thread to the MVP forum - hopefully some Acronis Engineers will take interest. You should certainly submit feedback through the application as well and possibly try to open a support case (at least to see if they will do it for free to help identify what may be a bug). Usually though, they still want you to pay first and refund you if it is a bug and not a sytsem related error, but since this was supposed to be resolved in this update, but is not in your case, it may be a good opportunity to test and looke for other issues that are preventing it from working.
Please, collect log files from %programdata%\Acronis\TndLogs. Thease DLL logs contain more details about the issue.
OK, I started a new test with try and decide at about 12:58. This created the log, which I attach.
A quick look at the TnD log file shows lots of errors are being reported from initialisation errors, to file management etc.
Error:driver_api_with_callback.cpp(47):Init: Failed to initialize (error=2)!
Trace:uefi_storage.cpp(170):SaveToEfiSystemPartition: Failed to remove file tnd.cfg
Trace:uefi_storage.cpp(51):Save: Failed to store loader config file on EFI System Partition.
Error:activation_engine.cpp(365):Deactivate: Error during deativation: Error 0x970015
Error:api.cpp(52):SetLastTndError: SetLastError: Error 0xfff0
error 0x970003
| line info: 0x58a3674b65896f29
| $module: tnd_driver_api_vs_s_2347
|
| error 0x9: Module is not initialized.
| line info: 0x58a3674b65896f29
| code: 0xe0000001
| $module: tnd_driver_api_vs_s_2347
Then further error messages and codes.
I would recommend submitting this log along with a System Report via the Feedback tool in the Acronis GUI and referencing this forum post as these errors are beyond the scope of this user forum and need an Acronis Engineer to look into this in depth as a application design / execution issue.
Please, provide the whole file.
The part of error log you have specified is expected. It is about an attempt to deactivate TnD (the step before new activation). I expect something like this
[Tnd][20160419-202030-685] Trace:activation_engine.cpp(272):Activate: Start activation
[Tnd][20160419-202030-685] Trace:uefi_storage.cpp(87):LoadFromEfiSystemPartition: Loading data from config in 'EFI System Partition' root folder, filename=tnd.cfg
[Tnd][20160419-202032-761] Trace:efi_system_partition.cpp(56):OpenRoot: EFI System Partition root folder successfully mounted
[Tnd][20160419-202032-761] Trace:uefi_storage.cpp(100):LoadFromEfiSystemPartition: Failed to open config file
[Tnd][20160419-202032-762] Trace:uefi_storage.cpp(39):Load: Failed to load config file from EFI System Partition. Loading config from registry
[Tnd][20160419-202034-769] Trace:activation_engine.cpp(237):CreateVolumeInfoByName: Volume: name - \Device\HarddiskVolume6, GPT GUID - 62DBF58B-4FB9-4B3B-830F-CC0F31974A2A
[Tnd][20160419-202034-769] Trace:activation_engine.cpp(374):CreateLoaderDataFile: Creating LoaderDataFile
[Tnd][20160419-202034-769] Trace:activation_engine.cpp(378):CreateLoaderDataFile: LoaderDataFile successfully created
[Tnd][20160419-202034-769] Trace:activation_uefi.cpp(65):Activate: storageStartSector=0x000000000138D240, OsVolumeGuid=62DBF58B-4FB9-4B3B-830F-CC0F31974A2A
[Tnd][20160419-202034-769] Trace:chain.cpp(278):Insert: Inserting loader 'tnd.efi' into UEFI boot chain
[Tnd][20160419-202034-769] Trace:chain.cpp(265):GetWindowsLoaderEntryId: First executable file in the UEFI boot chain path='\EFI\MICROSOFT\BOOT\BOOTMGFW.EFI', id=1
[Tnd][20160419-202034-769] Error:chain.cpp(284):Insert: Failed to get windows loader entry id: Error 0x97003c
| line info: 0xe353bd0e95ebec0a
| $module: tnd_driver_api_vs_s_2355
[Tnd][20160419-202034-769] Error:activation_engine.cpp(324):Activate: Error during activation: Error 0x970007
| line info: 0xe353bd0e95ebec1a
| $module: tnd_driver_api_vs_s_2355
|
| error 0x97003c
| line info: 0xe353bd0e95ebec0a
| $module: tnd_driver_api_vs_s_2355
The whole log file is in the attachment provided by german_opa - I just quoted some of the error statements from it.
I would recommend submitting this log along with a System Report via the Feedback tool in the Acronis GUI and referencing this forum post as these errors are beyond the scope of this user forum and need an Acronis Engineer to look into this in depth as a application design / execution issue.
Ok, done. Thy have got a similar report already automatically about Apr. 19 9:46.
To report, what I have done else: I changed the disk for "geschütztes Volume" as well as for the storage. I tried different compatibilities. I tried it via msconfig in reduced modes. All without success.
Thank you!
There is an issue with starting TnD on some UEFI machines where boot variable contains path a little defferent way than on our test machines. The issue has been fixed and new TnD MSI will be recomended to customers after some more deep internal testing.
OK, thanks to all who helped to find the reason of this failures.
To khalex: Will you report here, when the msi is available and where to find it.
The tests have passed. The fix will be available for customers after signing the binary by Microsoft. It takes some time, unfortunately
Sorry for inconvenience!
No change in 6569. !!!!!!!!!!!!!!!!!!!!!!
Exactly the same behaviour
No change in 6569. !!!!!!!!!!!!!!!!!!!!!!
Exactly the same behaviour
I mean not 6559. It has got an issue with UEFI, at least. With customers' help we localized and fixed the feature. Now we've just received signed UEFI tnd boot app from Microsoft. So, the fixed T&D MSI will be available via Acronis Support since monday (I hope).
So, the fixed T&D MSI will be available via Acronis Support since monday (I hope).
What means "via Acronis Support"? I had contact to the support in case 02661395 on this subject, but see no possibility to contact the support another time without paying. (The contact Mails I lost when I changed the computer).
What means "via Acronis Support"? I had contact to the support in case 02661395 on this subject, but see no possibility to contact the support another time without paying. (The contact Mails I lost when I changed the computer).
Well, I may give you a link to the MSI to fix your issue. Please, e-mail me: khalex AT newmail.ru
I've try to reply, but received "SMTP error from remote mail server after initial connection:"
I'll try to fix it. May be reply from other e-mail...
german_opa, have you received by e-mail?
Hello khalex, i have the same problem with tty and decide; can you please send me the link to the MSI too ?
Thanks
Sorry, I was out of house.
Yes, I got the mail and installed tnd_set_up.msi but without success.
To report, what I did: I installed the msi, found the misbehaviour as reported afterwards, tried to install (repair) the tnd_setup a second time, this brougth the whole computer to a state ,where it tries to repair (without success) the computer automatically all the time. I did set back the boot volume to the state befor installing TnD and installed it a second time with the following steps:
1. start T&D. behaviour as reported.
2.TnD closed.
3. Download tnd_setup.msi from the link khalex gave me
4. execute tnd_setup.msi
5. in the installation process, I clicked on "continue", to update, when the computer is restarted. Nevertheless the message "installation successfull" came befor restart.
6. restart the computer.
7. Start of Try and decide. It works OK
8. Stop TnD in the Option Restart the pc to discard the changes.
9 restart the pc
10 start of T&D: It opens, but the area "Try and decide ist aus" does not get blue and can't be activated . A second restart of the PC does not change the behaviour.
So I am unable to use T&D
An Update to thread #22: With the back up of the boot volume I lost also the installation of TrueImage 6559. I tried therefore after the steps as reported under #22 to install once more TI 6569. This failed with a message like "cannot be installed, because Try and decide is running.." But T&D cannot be stopped and a computer restart gives the message "The computer dit not start correct". So it is obvious, that steps 8 and 9 in #22 did not stop try and decide really or uncomplete. This seems to be the problem.
I did submit a feedback with the following text:
Under http://forum.acronis.com/forum/116818 I (german_opa) reported, that T&D leads to a failure from Acronis True Image after restart because T&D did not really close.
When I look to two facts:
1. There is an issue with starting TnD on some UEFI machines where boot variable contains path a little different way than on our test machines.(reported from KHAlex)
2. Fixed issue: The current Try&Decide changes are discarded after you select to keep them when the computer restarts (reported in the notes to True Image update 2)
it is very propable, that the issue fact 2 was fixed without considering the special case of fact 1. This creates the problems on my computer.
So, I belive, the developers from True Image should do a similar thing as khalex did to solve the T&D problem.
Hello german_opa,
The case you have mentioned is not the simplest way to check if tne new TnD is OK. Since you
1. Start [old version] of T&D (so, the computer went under protection by old driver)
2. "TnD closed." (What did you do actually? DId you "commit and stop" session?)
4. "execute tnd_setup.msi"... In that time the new instaler did its job probably under protection of old TnD. Installer must reject the installation in such a case. But it is more coplex scenario...
Well, I'll try to reproduce the case, but I need to know more datails: What was protected before the new installation (C: -> C: ?) and haw was TnD "closeed".
But thank you for the help, indeed!
Hallo KHAlex,
In all tests the volume c (boot volume) was protected and set back to c.
In Input #22 I reported the first unsuccessful test without giving details. This was done all under TI6569. (The "lost 6559" in input #23 is a printing error, it should be "lost 6569").
I did set back then the boot volume to an earlier date, which brought back TI 6559 to my PC. So all tests as reported in input #22 step 1 to step 10 are done under TI6559.
In step 7 I opened TnD and it showed normal behaviour. I did not open other programms now, but immediately clicked on the area "TnD is on" ,which offers me the choice "discard with restart"(I don't remember the exact wording) which I used. I do not remember, if the restart was then done automatically or if I restarted the PC myself. After restart I started TnD and found the input field "TnD is off" greyed.
The fact I reported in Input #23 showed me that at this time TnD in reallity was not off. But some rests of TnD must be furtheron in the computer, which brought windows 10 to the message "The computer did not start correct" and windows 10 tried without success to repair it automatically.
I will be out of house from Friday Mai 5 to Wednesday Mai 18 in an area where I cant follow this subject.
And: RHE reports under http://forum.acronis.com/forum/97308 problems, which are obviously the same as my problems.. See his Input # 213. He gives in input # 209 further details.
I see,
6569 still not have got fixed TnD since we signed the driver only on 03/05. Actual "good" TnD has got build number #2366 (msi #2463). That build is passed to support team and will be included in the future new True Image version/updates (according to updates timetable; I don't known details).
So, who needs/wants to try using T&D, please, ask Acronis Support for T&D msi #2463. I guess it will resolve issues.
Thank you in advance!
khalex