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true image crashes and computer won't shut down

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I'm having a serious issue with ATI 2015 and there doesn't seem to be any way to get support through Acronis Customer Support.

After my machine is running for a while, ATI doesn't come up when double clicking on the tray icon.

Once I am unable to get ATI to come up, I am also unable to shut down my computer. When I log off, it just says " please wait" with a revolving circle but it never shuts down.

I waited 11 hours and finally had to hold the power button in and reset my computer. No backups have been running when this is occurring.

This has now happened 2 times in the last 3 days.

I can't have this happening, power cycling my machine to turn it off is going to corrupt Windows.

How can I solve this?

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First thing, look in Windows Task Manager and check to see if there are two entries relating to TI 2015 (ignore the mounter and sched help). If there are delete one of them.

Is this an upgrade over 2014?

Have you tried a repair install of 2015?

I think the entries in task manager are ok. I have:
schedhlp.exe
TbMounterMonitor.exe
TrueImageMonitor.exe
one time each.

Yes, this is an upgrade over 2014.

No, I have not attempted any repair. I do not see an option in the program or on the start menu to repair the installation. If I click to uninstall ATI in Windows, the only option is Uninstall, there's does not seem to be a repair option there either.

thanks,

Ed

Ed, Run the actual installer again, this should offer your the option to 'repair'.

Hi,

I tried running the installer again, but the only option seems to be "uninstall".

Ed

That suggests something has gone wrong with the install as the installer is not recognising 2015 properly.

If you have a up to date image, I would select uninstall, reboot the PC and try installing afresh. Obviously this time you will need to have your 2014 serial number (or whichever program was your last full version) at the ready.