UNEXPECTED KERNEL MODE TRAP
After upgrading our 2 Thinkpads running Win10 x64 Pro to Preview Beta yesterday, one PC did not backup. I went into the Acronis console and clicked on the log and the PC crashed. When the PC started up I clicked on the Backup job to run it again, and again the PC crashed. I went to the other PC (which did back up properly) and clicked on the log in the Acronis console, and it to crashed! All crashes gave this Blue Screen message: UNEXPECTED KERNEL MODE TRAP For now, I have Disabled the Acronis Schedule Service. I will not be running an Acronis apps to gather info, as I do not want to keep causing crashes. I expect that there will be other similar reports coming in, and after a critical mass is reached, this will be fixed.

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Hello
Same problem here. Upgraded from Windows 10 Pro 14393 to Crators Update RTM 15063.11 today.
Starting a backup gives me UNEXPECTED KERNEL MODE TRAP instantly. Acronis Backup and Revocer 11.7 Advanced (50064)
System: Dual Xeon 2687V3, 64GB RegECC RAM, Adaptec Raid 81605Q with 18TB Raid6, 1 TB Samsung 960Pro as boot drive.
Never had a BSOD ever
I hope they fix this.
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I have the same after updating to the creator's update. I have opened a ticket, but it didn't sound like Acronis is already aware of that issue. I also hope it will be addressed soon.
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I had the same issue but I had an image of the day before so I went back to 1607 until they fix it.
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I have the same after updating to the creator's update.
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Support reccomended uninstall Acronis client using "Acronis Backup 11.7/11.5: Cleanup Utility" and check SnapMan.sys drivers will be removed.
>>>
So it seems that standard uninstall process was not able to remove the Acronis driver files somehow.
Hence, we need to use a cleanup utility to remove all related driver files and then after that, we have to first check and remove the other drivers files manually from folders like : C:\Windows\System32\Drivers
There you may see files with name snapman.sys, we need to rename these files to snapman.old
Then we need to reboot Laptop and then install fresh using the installation file and then take backup.
After running cleanup, do not reboot, first check the above mentioned location and also check the registry location as mentioned in the last of this following kB article link : Acronis Backup 11.7/11.5: Cleanup Utility | https://kb.acronis.com/abr115cleanuptool
Prior to using Cleanup utility, its strongly recommended to take an entire disk backup of that Laptop using Acronis Bootable Media.
If there is still any conflict with drives, we may get blue screen again after running cleanup . But to be safer side, please take latest backup of that Laptop using bootable media.
1620: Removing Acronis SnapAPI Drivers
https://kb.acronis.com/content/1620
3243: snapman.sys causing BSOD
https://forum.acronis.com/forum/3243
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Same problema here. after upgrade windows 10 version to 15063 acronis 11.7 causes BSOD.
Anyone here could solve this issue or acronis will release a new update?
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Same for me on Windows 10 v1703 (Build 15063.296) with acronis 11.7.50064. I'am not able to backup my PC. After the job starts I get en BSOD with " UNEXPECTED KERNEL MODE TRAP". The cleanuptool and a reinstall of acronis doesn't fix it.
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Hello all,
This issue has been reproduced in our environment and seems to be related to the latest Microsoft updates being the root cause. Our development is working closely with the Microsoft team on fixing the issue. I'll post an update once we get more details on when the fix will be published.
Thank you,
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I wish I'd found this thread before spending time trying to work out what I had done wrong! I can replicate the issue on two machines, and under both v11.5 and 11.7. I noted that the crash happens after selecting the log view, clicking on an item which opens a detail view below and then moving the mouse over the detail view. There is no need to click on anything, it is purely a matter of mouse cursor position.
Attached is the debug log from one of my crashes in case it is of any help. It looks as if the trap is triggered within win34kfull.sys. This file seems to have been the subject of some change. Most of the similsr MS files (e.g win32k.sys) seem to be dated 18 March 2017 and have a version no of 10.0.15063.0. Win32kfull.sys and win32kbase were version 10.0.15063.296 dated 28 April 2017 (but marked as created 10 May 2017) on the machine where the log was generated.
I tried rolling back windows update KB4016871 (which was added 10 may 2017) but that did not fix it. I have just put on KB4020102 which has updated win32kbase to 10.0.15063.332 dated 20 May 2017. Win32kfull.sys imports 1794 functions from win32kbase so they must be closely linked. I have yet to test 11.7 with that - it means taking off v12 to try it! If I get round to checking it and it works I'll post back, however the documentation for it does not mention anything that looks relevant so I doubt it will have any effect.
I find this rather alarming - I can't believe it can only be Acronis that will be caught out by whatever MS has changed.
Attachment | Size |
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412080-138766.txt | 54.74 KB |
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I have the same problem after the upgrade con Windows 10 Creators Update (15063.296). By make an backup or clicking on the log, i became the BSOD.
Installed is Acronis Backup 11.7 Update 1 (11.7.50064.).
Persist the problem also with Acronis 12?
Strange that Acronis has not an solution since 11th april 2017 (Creators Update published).
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@Davide: Version 12 is working fine for me on a couple of machines - which matches Lester's comment in post 2 above. I did find that importing a v11 archive was very slow, so I decided to start with a clean installation. It's a bit of a culture shock when you change over to the new web interface, but it's OK once to get used to it. It looks as if the advanced version still uses a windows interface, and as it seems to be the GUI that has a problem it may need fixing like v11!
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Hi Eric,
Thanks for your reply. I have try to install Acronis Backup 12.01 and you are right, with this version the backups are working well. But i hope that acronis can fix the Bug in Version 11.7, because i prefer the old version. The Web-GUI of the v12 is nice, when you have a lot of servers to backup...
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In reply to Hello by truwrikodrorow…

Hello Ekaterina,
Add me to the growing list of customers facing this issue.
Any updates or estimate when we can expect resolution?
Thanks,
Pete
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Hello Ekaterina,
Add me to the list of customers facing this issue.
Thanks,
Jock
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Hello Everyone,
Please check 59861: Acronis Backup 11.7: Windows 10 Creators crashes with UNEXPECTED_KERNEL_MODE_TRAP BSOD in win32kfull.sys or win32kbase.sys for more details.
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Hello,
same issue with Acronis Backup Advanced (Version 11.7 Update 1), but there is a workaround.
After starting any job (backup plans and tasks), dont't touch your mouse and don't try to click anything.
BSOD can happen after regular job end, but "who cares".
Not facing this issue when using bootable Acronis version.
However, Acronis support teem should fix this issue.
Regards
Dusko
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Hi All,
I'm facing the same issue with Creators Update.. is there any schedule for a solution..?
Regards
Volker
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Hello Volker,
Unfortunately there's still no update from Microsoft (MS bug for reference 11587461). Once we get any new information on when the fix will be released and build number, the respective article will be updated. I'll also post the link to the hotfix here.
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We also have this Problem!
Normal Windows 10 Home 1703 (no Insider/Creators/Beta-Version!)
Acronis Backup for Workstation 11.7 #50064
As i see, you know this problem now since over 3 Months and no solution yet!?
...disappointing
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One thing I don't get...
as far as I've read the issue does NOT affect BuR 12.5... so there must be a version of the Acronis Device drivers that don't cause the issue..?! Can't we simply update he corresponding parts of BuR 11.7..?
Regards
Volker
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Solved with windows 10 creator (KB4022716) 15063.447
Replaced by Delta update (KB4025342) 15063.483
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In reply to Solved with windows 10… by truwrikodrorow…

This BSOD (win32kbase.sys) is back with the latest RS4 Build 16362 (prerelease).
The build 16353 was ok.
We are using v11.7.0.50242.
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Well folks with the release 40729, the unexpected kernal mode trap BSOD is back!! I just renewed my subscription too. I've tried a number of methods to fix this from suggestion online. None have worked so far. I'm forced to go back to the previous version. Acronis, you guys really need to look into this problem.
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Christopher Brown wrote:Well folks with the release 40729, the unexpected kernal mode trap BSOD is back!! I just renewed my subscription too. I've tried a number of methods to fix this from suggestion online. None have worked so far. I'm forced to go back to the previous version. Acronis, you guys really need to look into this problem.
Hello Christopher,
This thread is quite old. Acronis Cyber Protect Home office differs from this True Image version.
I advise you to raise a ticket and provide more details so our support can investigate: https://kb.acronis.com/content/8153
Best regards.
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