Acronis Backup Crash
We have upgraded to 2017 Build 5554 and the laptop crashes every time we try to backup after about 5gb.
Windows is also up to date: version 1607 (14393.693).
The anti-virus is Kaspersky - we have tried turning this off but no difference.
We have run sfr /scannow, RestoreHealth and CHKDSK /f.
Can you tell us what else to try as it has been very time consuming and we are getting nowhere.
Thanks


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We upgraded from 2013. I have tried to attach a system report but it errors with an HTTP error (10mb).
I will deinstall and try again.
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ALD2355, OK thanks for the further information - a clean reinstall is the way to go given you upgraded from 2013.
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I deinstalled, ran the cleanup and reinstalled. Unfortunately I got an other blue screen with CRITICAL_PROCESS_DiED.
A Kaspersky full scan found no problems. I also ran Malwarebytes with no problems so I am running out of things I know how to check.
The system report is attached. What do I need to look for?
Thanks
Anhang | Größe |
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404878-136501.zip | 2.63 MB |
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I didn't run through the system report, but I'd like to make sure when you are both running the clean tool and installing the application, you are right-clicking and "run as administrator" even if logged in as admin?
Please take a look at this thread (EDIT*** I forgot the link: https://forum.acronis.com/forum/126092#comment-391779) for a thorough cleanup which also has suggestions to look for leftovers - usually cuased by running an uninstaller or the cleanup with inadequate permissions. Just launching a program with an admin account is no longer sufficient with Windows UAC and smart screen security these days.
Disabling your AV program(s) tempoarily during cleanup and/or install, might not be a bad idea either. I've never had to with malwarebytes and Windows Defender, but other AV tools can be more picky about what they flag as malware when registry settings start getting modified.
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Alastair, the Acronis System Report doesn't show any errors that would suggest the BSOD was caused by the application.
The System Event log has a number of Kernel-Power events which are classed as Critical events.
The Application Event log only shows the successful installation of ATIH 2017 build 5554 and nothing else related to Acronis.
The Acronis logs just show that you were attempting to write a partition image to an image file but nothing further than that.
You should probably look at several things here:
Is your Sony system overclocked?
Are you connecting an external USB backup drive that is drawing power from your computer via the USB ports?
If so, is this a USB 3.0 drive connected to a USB 2.0 port?
Ideally any USB external drive should either have their own power supply or be connected to a powered USB Hub, or not draw more power than the system can supply.
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Thank you I have tried this with no luck. I now get an error relating to snapshot.
I there a link to Acronis 2016 that I can try?
Thanks
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If it's not a version you have already purchased, you'll only be able to use it in trial mode for 30 days, but yes, you can download it from your account if it was purchased, or from here: http://www.acronis.com/en-us/support/updates/
Where are you getting the VSS error? Did it install and now you're getting VSS errors? Let's work through this logically and not jump around as you're going to make it more complicated than need be and end up more frustrated.
If you're getting kernel shutdown error's in your Windows logs that could be the sign of power issues or CPU problems (hence Steve' question aout overclocking).
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I see what Steve is mentioning in your logs. At fairly regular intervals most of these errors show up. Plus there are more than a couple of power failures in the span of a couple of hours0 many at odd hours of the evening . It does suggest the CPU is overclocked, or there could be a power efficiency problem that may be corrupting your OS, or at least impacting the health of it
{Registry Hive Recovered} Registry hive (file): '\??\C:\PROGRAMDATA\MALWAREBYTES\MBAMSERVICE\S-1-5-21-2991018048-2647552762-2798942721-1001-02102017172740320-ntuser.dat' was corrupted and it has been recovered. Some data might have been lost.
The speed of processor 3 in group 0 is being limited by system firmware. The processor has been in this reduced performance state for 71 seconds since the last report
The speed of processor 2 in group 0 is being limited by system firmware. The processor has been in this reduced performance state for 71 seconds since the last report.
The speed of processor 1 in group 0 is being limited by system firmware. The processor has been in this reduced performance state for 71 seconds since the last report.
The speed of processor 0 in group 0 is being limited by system firmware. The processor has been in this reduced performance state for 71 seconds since the last report.
The server service was unable to recreate the share Music because the directory D:\SFL_OneDrive\OneDrive\Music no longer exists. Please run "net share Music /delete" to delete the share, or recreate the directory D:\SFL_OneDrive\OneDrive\Music.
Critical 2/10/2017 12:21:28 PM Kernel-Power 41 (63)
Critical 2/10/2017 10:53:57 AM Kernel-Power 41 (63)
Critical 2/10/2017 8:16:15 AM Kernel-Power 41 (63)
Critical 2/10/2017 6:31:34 AM Kernel-Power 41 (63)
Critical 2/10/2017 6:09:09 AM Kernel-Power 41 (63)
Critical 2/10/2017 5:52:15 AM Kernel-Power 41 (63)
Critical 2/9/2017 3:16:13 AM Kernel-Power 41 (63)
Critical 2/9/2017 2:48:17 AM Kernel-Power 41 (63)
Critical 2/9/2017 2:11:02 AM Kernel-Power 41 (63)
Critical 2/8/2017 4:17:05 AM Kernel-Power 41 (63)
Critical 2/8/2017 1:17:20 AM Kernel-Power 41 (63)
Warning 2/10/2017 12:25:00 PM Kernel-Processor-Power (Microsoft-Windows-Kernel-Processor-Power) 37 (7)
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Thanks for all your help. I have checked the disks again and changed the power settings to allow balanced/passive.
I am still getting a blue screen error so I assume this is a hardware error. Another report is attached.
Anhang | Größe |
---|---|
404930-136522.zip | 3.13 MB |
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Alastair, if you are seeing BSOD's then I would recommend downloading a copy of the free 'Who Crashed' utility to help analyse the dump files for you crashes and see whether that indicates a common cause.
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This the result - there are a number of answers to this on the internet. I have also attached another acronis system dump. It got to 131gb before it crashed.
Crash dump directory: C:\WINDOWS\Minidump
Crash dumps are enabled on your computer.
On Sat 11/02/2017 17:08:57 your computer crashed
crash dump file: C:\WINDOWS\Minidump\021117-6312-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x228144)
Bugcheck code: 0x1000007E (0xFFFFFFFFC0000005, 0xFFFFF8017FEA9144, 0xFFFFA001860CD5E8, 0xFFFFA001860CCE10)
Error: SYSTEM_THREAD_EXCEPTION_NOT_HANDLED_M
file path: C:\WINDOWS\system32\ntoskrnl.exe
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Kernel & System
Bug check description: This indicates that a system thread generated an exception which the error handler did not catch.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.
Anhang | Größe |
---|---|
405078-136663.zip | 2.13 MB |
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Alastair, thanks for the latest System Report data.
Looking at System Events around the time of the BSOD dump 11/02/2017 17:08:57 I am seeing a whole lot of errors being reported but none of these look to be related to Acronis in any way.
These error messages occur around 2 minutes earlier and many show "A device attached to the system is not functioning."
The application \Device\HarddiskVolume2\Windows\System32\svchost.exe with process id 3340 stopped the removal or ejection for the device PCI\VEN_8086&DEV_1C12&SUBSYS_9084104D&REV_B4\3&11583659&0&E1.
There are also messages related to TPM which is used for encryption purposes normally?
Nothing related to Acronis that I can see in the Application event logs.
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Thanks for all your help. I will work through the errors but it is strange that I am only getting crashes when trying to back up the disk.
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Alastair, the backup is working at a very low level in the system architecture by necessity to do the operations needed, so it just may be the straw that breaks the camel's back if there is already a latent issue present on this system. This was one of the reasons for asking about over-clocking earlier in this thread, that can put the system on the edge between performance and crash.
If you want to disprove whether it is Acronis backing up that causes the crashes, then download a copy of Macrium Reflect Free or any other equivalent backup application and make the same / similar backup with that software to see what happens?
You can also open a Support Case with Acronis Support and enlist their help in this investigation - reference this forum topic so they have access to the various System Reports you have provided.
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Hello ALD2355,
I have quickly checked the system report and it indeed looks like the hardware is failing under the pressure that backup procedure creates. It is not even necessary to install a third-party backup program: try using the native Windows backup program and see if the crash repeats.
By the way, please do not use exFAT-formatted disk volumes for storing system backups - you will not be able to recover from them using bootable media. The rescue media is able to read from NTFS and FAT(32) volumes, but not exFAT. I recommend you using NTFS with maximum value for "Allocation unit size" for faster read-write operations with large files.
Regards,
Slava
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Thanks for your help on this. I have worked through the errors on the log files such as chasnging the ownership of objects and making sure that services start etc and have managed to run a Reflect backup.
The disk is formatted as NTFS.
I am now trying another Acronis backup. On the last one it got to the end and did not save a file, but restarted the backup. Hopefully this one will work.
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Thanks for the update, hope all goes well for you.
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