True Image 2010 Upgrade crashes after launching

Do you have an iPod attached? ATI2010 will never load for me if my iPod is attached.

What is an ipod :-) ... no.

Many problems with 2010 have been solved by the new SnapAPI file. You will have to ask one of the official moderators for it if you don't find it in your Acronis account.

Actually, I see no such file in my TrueImage folder. May I ask you how to contact a moderator, as I am a newcomer in the forum ?
Thanks in advance - claude

Look for a message from someone with the title Acronis Support (or something like that), click on the barely visible rectangle below his name (you have one too) and you will see how to send a private message to the person.

Hi to all again,

TI 2010 is simply driving me crazy ! I was really a fool to migrate from my TI 2009 which worked nicely...

The beauty of the product is that, once you have installed TI 2010, you can NEVER revert to TI 2009.

I tried over and over to uninstall the dumb TI 2010 to re-install TI 2009, which never worked till (by trial and error) I deallocated the SZ partition with Disk Director Suite 10.

My happiness was short, as the re-installed TI 2009 behaves exactly like the 2010 big brother : crashes as soon as I try to make a backup.

I posted my problem over the web to the support group, which opened a case (number 00466354 ), but who knows if I will ever get a solution.

So, I am currently in the middle of nowhere, with no version of TI working !

I would be happy to know if anybody had the problem, and whether he/she managed to go through ?

Thanks for your inputs.

Claude

See if this would work. After you uninstall 2010, use a windows restore point dated with a date where you had 2009 working. Then reinstall 2009.

Hi DwnNDrty,
Thanks for your tip. Unfortunately, I made so many uninstall/re-install attempts over last 2 days that I have no more windows restore point taken before...
I seriously consider to use another product, as I don't know wheter TI 2010 will work some day. What about Norton Ghost ?
BTW, I sent a message to a forum administrator to ask for the file you suggested, but no answer yet.
Kind regards, Claude

Hello all,

Claude, I have received the message from Michael, who said that SnapAPI update does not resolve the issue for you. No worries, I will help you to resolve the situation.

According to the symptoms, the application is not able to initialise some component, that's why you're receiving the crash at startup. That might be a SnapAPI issue and we just excluded it from the list of causes by installing the update.

First of all, we should get rid of the product traces in your system by uninstalling it with Acronis CleanUP utility. Please refer to this article for the detailed instructions and perform the uninstallation. If the process fails for some reason, let's delete all traces from  registry as it's described here.

After that, please try installing the product again (Acronis True Image Home 2010) and let me know the results.

Also, I have found your case in our database and responded to it. So we can continue our communication via private channels if you want.

I'd like to make sure all your queries regarding Acronis products are resolved.
Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.

Best regards,

Hi Alexander,

Thanks for your input. I implemented 2 times your suggested process, but I must admit it does not solve my problem.

After my second implementation, TI 2010 did not crash immediately at lauch time but, after a few risk free operations (I mean no recovery), it finally crashed as usual (see attachment).

I really have no more confidence in the reliability of TI 2010. Can you give me a procedure to revert to a working 2009 version ? at least, I'll have something to preserve my system.

Thanks and regards, Claude

Hello Claude,

Generally, this procedure is basic - you should completely uninstall your current version and then install Acronis True Image Home 2009 from scratch. But if you reported that the same crash occurs in 2009 version also, there's a possibility that this does not help. Anyway, let's try to uninstall the product and perform clear installation.

If this does not help, let's investigate the reason of the crash itself (by determining the cause, we would be able to get your Acronis True Image Home 2010 to work). Crash dump file is intended for software crashes investigation, so most probably we will be able to investigate the issue closer by analyzing it).

Dr. Watson is a tool that captures the state of the application crash and records it in a log file (

Drwtsn32.log

). It also captures a process crash dump file (

User.dmp

). Both are found by default in the following folder:

• Windows 2000/2003/XP: \Documents and Settings\All Users\Application Data\Microsoft\Dr Watson
• Windows Vista, Windows Server 2008, Windows 7: \ProgramData\Microsoft\Dr Watson

Creating Dr. Watson log and crash dump file on Windows Vista, Windows Server 2008, or Windows 7

• Reproduce the issue (application crash);
• Do not close the "Application has stopped working" window;
• Run Task Manager (press Ctrl-Shift-Esc);
• Go to Processes tab and right-click on the crashed process;
• Select the Create Dump File item;
  
• Pick the .DMP file created;
  
• Open Start->Run, type %USERPROFILE%\AppData\Local\Microsoft\Windows\WER\ReportArchive string and hit Enter;
• After that you will see a folder (or a few folders), the name of which starts with "Report"
• Collect the Report.wer file from the last created folder.

After your Dump files are created, please also collect Acronis Information file:

- Download the file;
- Run the downloaded file
- Send us the files created.
The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved.
Running AcronisInfo may take up to 5 minutes.

Then please find the last e-mail I sent today to your mailbox, and select Reply, attach the created files and send them to me.

Once again, thank you very much for your cooperation!

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Hi,

Further to your last post, I tried to fulfill at best your instructions. Not really friendly (in addition, English is not my mother tongue).

Please find attached the requested zip file. I f anything is missing, please tell me.

Best regards,

Claude

Hi again,

I tried to mail a zip file including the dump, but it's very large (in excess of 40 Mb) and Outlook cannot handle it.

Claude

Hello Claude,

No problem, I have sent you the instructions on how to upload necessary files (of any capacity) to our ftp server.

Please copy the dump file you created along with AcronisInfo.zip file you created earlier to the ftp and respond to my e-mail.

Thank you!

I am getting lock ups and blue screen crashes when ever I try to run the ATI 2010 trial. It seemed to install OK, but shortly after starting, the first time it locked up my PC completely, and the next two times it crashed with BSD. Tried to get tech support, but Acronis claims that I am not registered for the trial -- even though I received an email thanking me for trying the trial, and I have registered. Found this thread, which seems to be only hope, and it's not encouraging.

Seems to be no way to get support, except maybe sending message to Alexander. Not sure I want to bother, although ATI has been recommended to me many times, and Amazon currently has a very good price.

After this trouble and the many negative reports about ATI, I downloaded PC Backup PRo 11 trial, installed it, started it, all without any problems, even thought ATI is still installed.

So, I'm thinking, why bother with ATI when so hard to get support and so many problems!

you nailed my problem.. I unplugged my ipod and the issue went away.