True Image Home 2010 hangs on backup

Hello Rouslan,

I understand the issue you have and do my best to solve it. First of all please make sure that you are using the latest build of the program. Check it in Help -> About. You can always download the latest build of the program from your account under Registered Products.

If the issue persists could you please check the disks for errors:

- Go to the Command Prompt (Start -> Run -> cmd)

- Enter the command: "chkdsk DISK: /r" (where DISK is the partition letter you need to check) for every partition that is visible in My Computer. Please note, that checking the C: drive may require you to reboot the machine.

In case the issue remains please attach the following diagnostic information to your next reply. You can send me this info via PM. Please also include link to this thread.

(1)

- Open Start\Programs\Accessories\System Tools\System Information;

- Choose the "Save" option in the "File" menu (or "Action" menu under Windows 2000), enter the "File name" and set the field "Save as type" to "System Information File (*.NFO)";

- Send us the saved file.

  (2)

Please download Acronis Report utility available at http://download.acronis.com/support/AcronisReport.exe and run it, create a report and send it to us. Please compress the Acronis Report output file into an archive (e.g. with WinZip) and attach to your message by browsing for the archive. This would provide us with detailed information on the hard disk partition structure.

Rouslan

If you have Build 6029, then it sounds like a similar problem to the one a number of us have seen with that build on Windows 7 64-bit. See the following thread and a number of others that describe the various symptoms:

http://forum.acronis.com/forum/5475

If you in fact have that build, then a number of us have found that switching back to Build 5055 fixed the problem with hangs.

Dmitry

Since there seem to be wide spread problems with Build 6029 hanging, I would be interested to hear whether or not Acronis is working on a fix.

Hello Rouslan and Neil,

The source of the issue is SnapAPI malfunction but it has already been fixed.

To solve the issue, install a special driver update with fixes on the machine:

• Download SnapAPI Build 503;

• Unpack it and install with Disabled logging:

Because of the latest major changes in Windows Vista and Windows 7 native snapshot driver (VolSnap), there were some modifications introduced in Acronis True Image Home 2010 (starting from Build 6029). The Acronis native snapshot driver (snapman) was moved from UpperFilters to LowerFilters to avoid conflicts with VolSnap (which could have lead to backups failure or data corruption in backups). This change may sometimes manifest itself in a freezing Windows Vista or Windows 7 operating system on machines with rare software and hardware configurations.

Let me know if the issue persists and I will be glad to assist you.

Thank you.

Dmitry,

Would it be an idea to make a locked sticky on the forum, with the Snapapi explanation and the timed link?

I do not consider a Core i5 on a Gigabyte P55-UD3 with RAID 1 on internal SATA and Windows 7 Prof. as "rare hardware configuration".

Hello Colin and Andreas,

Bodgy thanks for your suggestion, we have created public KB article regarding the issue. You can download SnapAPI build 503 using this article.

Andreas the issue with build 6029 and 6053 is not reproduced on every computer with Windows Vista and Windows 7. Therefore we have requested additional information on this thread in order to investigate it.

Let me know if you need further assistance.

Thank you.

Looks, the link needs fixing: http://forum.acronis.com/forum/5475

I also find that True Image 2010 build 6053 freezes my computer (running Vista 32bit patched up to date) when attempting to do an incremental backup image. This is the case with two different external USB HDDs, using any of the 4 USB ports on my laptop.

Installing the patch makes matters worse, such that neither True Image nor 1-click backup will run at all.
The error message I get is:
"Failed to open (initialise) the computer
Failed to initialise the snapshot manager library. (0x100005)
Tag = 0x8D5BF87C202E86DC
The system cannot find the file specified (0xFFF0)
code = 80070002)
Tag = 0xBD28FDBD64EDB8B9"

I have tried numerous reinstalls, both of True Image and the patch, with and without Kaspersky Internet Security 2010 running. The end result is always the same: True Image initially loads apparently normally, but when the patch is installed True Image will no longer load. Instead I receive the error message above.

I have to say that this is extremely tiresome and time wasting. Worse, since the image file format seems to have been changed since True Image 2009, it is not even possible to revert back to that. If I do, True Image 2009 finds that all my images are corrupt.

I hope you can do something for me very quickly. As it is True Image is unusable and I am looking for other solutions.

Further to my previous post, I need to add that the behaviour described also occurs when I attempt a new image. It is not confined to incremental backups.

I followed your recomendation to install SnapAPI Build 503. After installation TI can not be opened. When am click TI icon an error message is recieved as indicated on the attachment

I installed True Image 2010 build 6053 on my computer (running Windows Vista Ultimate), and since Windows was hanging on backup I also installed SnapAPI Build 503. Now as soon as I run TI an error message occurs (See attachment)

The same happened to me and I resolved as follows:
1. Go to Start -> Control Panel -> Programs and Features;
2. Check if there is the SnapAPI entry in the list of installed programs;
3. If there is the SnapAPI entry, click on it and choose Uninstall.
4. Open Start -> Run -> regedit
5. Remove the current SnapAPI drivers as described in: http://forum.acronis.com/content/1620
6. Reboot the machine
7. Delete the following registry keys if present: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\snapman
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\snapman380
8. Rename the snapapi.dll file to snapapi.old in the following folder: %WINDIR%\system32
9. Rename the snapman.sys to snapman.old in the following folder: %WINDIR%\system32\drivers.
10. Download SnapAPI Build 503
11. Install the extracted file (with disabled logging).
12. Reboot the machine.

Resolved on my system.

My install of TI 2010 build 6053 would hang and the system would require a hard reboot.
Win7 Pro
Gigabyte X48-DS5 motherboard
Core 2 Quad Q9550
8GB PC2-5300
2 - WD Raptor 150GB HD
Intel Matrix RAID 0 on ICH9R

The problem was resolved by following the instructions provided in http://forum.acronis.com/forum/5222 by Teodoro Rodriquez which I've included. I added the link to: SnapAPI Build 503.

Teodoro Rodriquez wrote:
The same happened to me and I resolved as follows:
1. Go to Start -> Control Panel -> Programs and Features;
2. Check if there is the SnapAPI entry in the list of installed programs;
3. If there is the SnapAPI entry, click on it and choose Uninstall.
4. Open Start -> Run -> regedit
5. Remove the current SnapAPI drivers as described in: http://forum.acronis.com/content/1620
6. Reboot the machine
7. Delete the following registry keys if present: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\snapman
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\snapman380
8. Rename the snapapi.dll file to snapapi.old in the following folder: %WINDIR%\system32
9. Rename the snapman.sys to snapman.old in the following folder: %WINDIR%\system32\drivers.
10. Download SnapAPI Build 503
http://kb.acronis.com/sites/default/files/content/2009/12/6529/SnapAPI…
11. Install the extracted file (with disabled logging).
12. Reboot the machine.

Thanks for the help Tor.

Can you just confirm with me that it's safe to rename the snapiapi.dll and snapman.sys files. I only ask as there is a note about a system becoming unbootable for versions of windows above NT 4 in the link you provided http://forum.acronis.com/content/1620

I am runing Windows 7 Ultimate 64bit.

This kind of hack should really be incorporated in an emergency bug fix version don't you think ?

It worked for me. I am runing vista home premium 32 bit. Be sure to restart the PC as indicated in step 6. Mr.Preston Vallie reported in post 13 above that it also worked for him.

Hmm, I have had a similar problem with TIH 2010 version 6053, but the described fix above don't work for me. Reinstalling version 5055 fix the complete hang under Windows 7 64Bit.
Any clue?

When I tried to run the .msi installer for SnapAPI it got 90% through and then fell over saying something about incomplete installs. It then prevented me from uninstalling 6053 build.

Eventually I used Windows System Restore to back everything out. Removed the old version as well and binned it.

SORRY FOR LONG POST. IT FITS TOGETHER BETTER IN ONE. FOR DETAILS ON TRUE IMAGE 2010 AND BACKUP AND RECOVERY 10 (NOT ADVANCED) PER THE FREEZING PROBLEM, SEE THE DETAIL SECTION BELOW ON MY EXPERIENCE. OTHERWISE, THE OVERALL RESULTS MAY BE USEFUL ENOUGH (AND NEVER ANY GUARANTEES THESE DAYS).

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OVERALL RESULTS FOR TRUE IMAGE 2010: Despite some problem resolution by eliminating firewire external hard drives, I could never get my version to recognize the secure zone after one install was placed on it. It might work without using a secure zone but I did not give that a try. I tried all other recommended fixes to no avail. I think the secure zone is the culprit on my machine but can't be 100% sure. Image backup was too important for me to wait for analysis of logs. I don't like to leave one day unattended. Some may find such solutions to work and will have to weigh the cost of a new attempt (do the free trial) against the loss of data during the wait unless they have another backup system. That's me and no recommendation to anyone else.

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OVERALL RESULTS FOR BACKUP AND RECOVERY 2010 (NOT ADVANCED). I moved to this because True Image has always provided a reliable image and I didn't want to change companies. It resolved all freezing. It did not freeze on backup or recovery in boot or normal mode. It did have its failings: a finicky boot media creater (put disk in and let it close drive door), a bit too slow when analylzing where to recover in recovery mode from boot (provides a little scare), not easily recognizing a wireless keyboard at boot (keep a hardwire keyboard around just in case), and Disk Director 10 would not work from the boot mode though it worked in Windows normal mode (not really important in an emergency).

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ALL IN ALL: If you can't wait for an Acronis solution (not sure I'd hold my breath for a problem that isn't consistent across machines though I wish I was wrong), make the switch if you don't mind the extra cost of around $80 and want to stick with the fairly reliable backup images resulting from Acronis. In another time and place, we would likely not have put up with such failings but the world has changed and almost everyone is now a beta tester and, of course, some firms then would not let anyone into the markets (not sure that is still not somewhat true). But, backup was ingrained and that is why I have compulsed over this message. If you kept your True Image 2010 secure zone intact, it will read it.

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DETAILS: READ ONLY IF YOU WANT A FEW MORE DETAILS WHICH MIGHT GIVE YOU SOME PERSPECTIVE

Had same backup freeze as others when I got to browse on True Image 2010. I also had same problem in recover. I had a Seagate Xtreme external drive hooked up with firewire. I do not have snapAPI installed. I'm on Vista home premium, latest version and the Bios is on a Dell XPS 730.

Swapping the firewire connection with USB got all versions including the most recent to backup one time with no hassle into the secure zone on an external Seagate extreme drive. Thought that the firewire swap was the solution but it only worked for the first backup. After that, it all returned to the same freezing behavior in an attempt to browse when the secure zone existed. The problem is at its worst on verision 6053 but it is still fatal on 5055.

The problem is also evident when one tries to recover at boot through the linux system or in normal mode. Recovery freezes in any attempt to make use of the secure zone. If this was a problem for everyone, no one would use the program because a backup program that doesn't work is one of the most insidious of problems especially when one thinks it works only to find out it doesn't work at recovery. So, I'll assume there is something different on my machine but the only thing I can think of is some bios abnormality or driver missing in Acronis. As it fails at Linux boot, I'm not convinced it is Vista.

So, after years of using true image, I had to stop using it and I loved how it worked in early versions. The temptation to improve ancillary functions has led to similar failings in other software.

Other information that may help others with the same problem:

1, Disabling Kaspersky did nothing.
2. Changing compression did nothing
3. Installation of SnapAPI per one of the thread suggestions froze Acronis. It would not work. I had to use system restore to get rid of it. Perhaps it was not matched to the true image version.
4. Installation of SnapAPI matched to the version, did not freeze true image but it did not eliminate the problem.
5. If you want to keep the existing secure zone in trying another version, be careful not to say delete or use system restore immediately after you install the test version to bo back.

I suggest if you get backup to work after many tries, as I did, that you check recovery in boot mode. Though I had backup success, I did not have recovery success. That's a fatal problem for any maker of backup software even if it just affects a few (likely thousands in a large market).

For those at Acronis reading this, all I can say is that sometimes focusing on other innovations can cause software to lose its essential functionality (not for all users of course or no one would buy it). But, debugging of all other features can lead to a little less attention to basic functionality and allow problems to slip by for a subset of the users.

Moved to Workstation Backup and Recovery (not advanced) because I like Acronis images. Details are below but summary at top.

REPORT BACK ON WORKSTATION BACKUP AND RECOVERY (NOT ADVANCED)

General backup functionality worked at both boot and in normal mode though not perfect as described below. It recognized the backup on my existing Secure Zone which may be important to more than a few readers.

Problem 1: Boot Media Builder is finnicky. Ironically, this did not happen in True Image. I finally got it to work in an optical disk drive by opening the drive, putting in the blank CD, and letting it close the CD on its own. Absent that, I continually got a drive not ready error. I also changed the Vista parameter to have windows take no action when a CD was inserted (go to control panel) but I'm not sure that was the fix.

Problem 2: Logitech wireless keyboard did not always respond to the F11 key at boot. I moved the receiver from a hub and plugged directly into the machine and that seemed to resolve the problem. I still recommend having a hardwired keyboard around.

Problem 3: Not really a problem, Just a note. The CD boot did work fine and Acronis started up fine and backup and recovery appeared to work. I took it up to OK on both but did not actually have it do both. I couldn't come close to this result on True Image.

Problem 4: Be patient when specifying where to recover and waiting for it to analyze in boot mode. At first, I thought it wasn't working but it did work. I have no idea why it took what seemed like minutes which might seem like hours if you really had a failed system.

Probem 5: The disk director (Disk director 10) feature works fine when it is in normal, non-boot mode in Windows but I could not get it to work from any boot approach (F11 or disk). It would start and then restart the system and return to Acronis over and over. I didn't have patience to try and figure out why because it wasn't important to me in a recovery situation.

I have the same problem and Acronis after a two week wait, responded with a rquest for two files which I emailed them and am attaching here.

They also asked for screen shots of the problem. However, as those who have experienced know, once the problem begins to occur, it is impossible to use any applicaiton. How can you take a screen shot when your system hangs so bad that you have to do a hard reboot to stop the problem?

This is my system info and my acronis log split into four pieces so they are under the attachment limit for the tech support people to look over.

Well I had the same prob with hanging system during creation of backup.
I started build up a new Win7 64Bit Ultimate system with Asus P7P55D motherboard.
The first problem was that I had to update the bios because my bios had problems
with Wireless USB Stick. The new bios worked better.
The second problem with ATI 2010 was solved by installing SnapApi xxxx and now
creating of backups seems to work.

Thank you very much guys,

This workaround is working on this system:

Microsoft Windows 7 Ultimate - 32bit - 6.1.7600
Acronis True Image Home 2010 build 6053.

Please tell me how to "Disable logging". Also, do I reenable the logging after installing the SnapAPI Build 5.03? Also, what is the sequence of installing SnapAPI Build 5.03? I have already reverted to Acronis Build 5055. Do I do the SnapAPI fix, then update to the latest Acronis build or update Acronis, then do the SnapAPI Build 5.03 fix? Thanks.
Dave

"Disable logging" means - disable logging when you install "SnapAPI Build 5.03" - as it is shown in Figure from Dmitrij (posted Sun, 2009-12-06 09:42 in this thread)

If I installed version "Aconis True Image Home 2010 (build 6053)", I proceeded as instructed in Post from Preston Vallie (posted Mon, 2009-12-21 01:28)

...but installing from True_Image_Home_2010_build_6053.exe failed with error 1603 - instruction how to resolve this error is in the thread:

http://forum.acronis.com/forum/6506
http://kb.acronis.com/content/1647

(advice: if the error 1603 appears, you must rename *.exe installation file to *.zip, extract everything from this archive and run AcronisTrueImage.msi from command line "msiexec /i AcronisTrueImage.msi /l*v logOut.txt" - next analyze log how describe article http://kb.acronis.com/content/1647)

Martin.