BSOD (snapman.sys) during install of build 11639 on Windows 7 (64 bit)

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After an unsuccesful upgrade attempt of build 11345 (service refused to start due to logon error), I completely removed B&R before installing build 11639.

During the installation, Windows crashed with Blue Screen Of Death (mentioning "snapman.sys").

I am slowly beginning to lose my patience with this product. Is the Acronis QA team constantly understaffed?

Tue, 05/04/2010 - 16:54
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Hello Karl Johan Kleist,

Thank you very much for your post. I will do my best to assist you.

I am terribly sorry for the inconvenience, but it is very likely that this issue was caused by one of these reasons. Some ABR 10 components were not removed completely and you did not restart the machine prior to installing the latest build, or, when you completely removed ABR10 from your machine, you could have removed extra registry entries and did not reboot the machine before the installation. Can you please clarify, which method did you use to uninstall our software? Was it the ABR10 clean-up utility, or you used our Knowledge Base article which lists manual uninstallation steps? Did you reboot after performing the clean up?

The best way to proceed at this point, is to contact our support directly, so that we can assist you with uninstalling Acronis Backup and Recovery 10 and installing the latest build.

Please let me know if you have any other questions or require additional assistance.

Thank you.

Tue, 05/04/2010 - 18:46
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Thank you very much, Anton, for your assistance.

I uninstalled build 11345 using none of the methods you describe, but with the menu choice for uninstalling in the "Acronis Backup & Restore" folder in the Start menu. If that uninstall procedure told me to reboot, I did. If not, I probably didn't. I don't remember.

When trying the ABR10 clean-up utility, it first wrote "Disabling ASZ Shell Extension...Ok" then it crashed (a Windows popup said "Acronis Backup And Recovery Tool has stopped working"). Why am I not surprised?

Then I tried "abr_cleanup.exe --clean --keep-snapapi", but that also caused a crash.

I made both these attempts in a command prompt opened as Administrator.

I will now try the manual unistallation, as described by http://kb.acronis.com/sites/default/files/content/2009/07/2975/win_2008… (assuming it's the recommended procedure for Windows 7 as well). Please stay tuned...

Mon, 05/10/2010 - 04:14
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One hour later, after having uninstalled manually...

Once again, I tried to install build 11639 (yes: I did reboot). And once again, I got BSOD (mentioning snapman.sys) during installation. And even worse this time: I got the same BSOD shortly after boot, everytime I start the computer.

So I had to start Windows in safe mode, and change these three local services from Automatic to Manual startup:
- Acronis Managed Machine Service
- Acronis Remote Agent Service
- Acronis Scheduler2 Service

Are other 64 bit Windows 7 users not having the same problem?!

Mon, 05/10/2010 - 06:00
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The chat support guy sent me SnapAPI build 526, which is supposed to solve the BSOD problem. But since the installation of Backup & Recovery build 11639 (which contains build 523 of snapapi.dll) crashes before installation is complete, this doesn't solve the problem.

So please, Acronis, we urgently need a new build of Backup & Recovery, including SnapAPI build 526.

Mon, 05/10/2010 - 07:43
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Hello Karl,

Thank you very much for your reply.

As a workaroundб it is possible to install the latest version of our Snap Api drivers first, reboot and then install the program itself. This updates the drivers and the software uses the latest updated drivers when it is installed.

If this still fails, please ask the support engineer working on your case to get this case escalated to our Expert team. I am confident, that we will be able to resolve this issue.

Please let me know if you have any other questions or any other issues.

Thank you.

Tue, 05/11/2010 - 09:34
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
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Once again, I've manually un-installed ABR10 (http://kb.acronis.com/sites/default/files/content/2009/07/2975/win_2008…), and (after restarting Windows) re-installed SnapAPI build 526 (and verified in control panel: SnapAPI 3.8.526).

After restarting Windows I tried to run AcronisReport, which caused Blue Screen Of Death (mentioning snapman.sys). Also AcronisInfo caused BSOD (shortly after "xcopy" had been run). Needless to say, neither of these utilities produced a report file.

Then I made a *third* attempt to install ABR10 11639. And, a *third time* the installation caused BSOD (mentioning snapman.sys). This happened during installation of "Agent", shortly after "Removing duplicate files...".

FOOD FOR THOUGHT:

When starting Windows again, "Windows Startup Repair" told me that the "Root cause" for the crash was a corrupt file "e:\windows\system32\drivers\timntr.sys", and that the repair action failed. (This is an Acronis file, eh? hint hint nudge nudge). The next repair action, System Restore, completed succesfully.

So. I guess I should now open a formal support case? I'm not sure I will, though. My confidence is below zero, life is so short, and there are so many other backup products...

Tue, 05/11/2010 - 17:28
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hello Karl,

Thank you very much for getting back to us and I really appreciate your patience.

The additional information you have provided is most helpful. It appears, that there is a conflict with our SnapApi drivers. More specifically, traces of the older version are conflicting with the newer one. I can suggest the following fix, and if it does not help, you have an open case already with us, we can get it escalated to our Expert team who will resolve the issue for you.

Please run the Acronis Backup and Recovery 10 Clean up utility. After that, to make sure that the clean up was successful, please check for Timounter and SnapApi traces in your system.

1. Removing Acronis Backup Archive Explorer (Timounter)

2. Removing Acronis SnapAPI Drivers

I am confident, that after performing the above steps, you will have no issues. Just in case, if you will continue to get BSODs, please generate a Windows Mini-Dump file and kindly send it to your existing support case. Ask for our support engineers to get it escalated to our Expert team and we will be able to resolve this for you. If you will experience any delays with your open case, please let me know and we shall take care of it.

Let me know if you have any other questions.

Thank you.

Wed, 05/12/2010 - 09:29
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Anton, thanks for caring!

I opened a support case yesterday after all, and to my surprise I got an answer within a few hours. Although your QA department seems understaffed/underqualified, your support seems to be in order (or have you pulled some strings?).

From support I got the same advice as from you: "Acronis Backup & Recovery 10 Clean Up Utility". Like earlier on, it crashed short after writing "Disabling ASZ Shell Extension...Ok" (a Windows popup said "Acronis Backup And Recovery Tool has stopped working").

However, despite the crash the utility had obviously done something good: When I tried to install build 11639, lo and behold, the installation worked fine. Almost: A pop-up window told me "Acronis Managed Machine Service has stopped working".

(The clean up utility does something that the instruction for manual uninstall http://kb.acronis.com/sites/default/files/content/2009/07/2975/win_2008… does not specify? In this case, please amend this document!)

After a reboot, everything seems to work fine and I could even validate my old backups.

- I find it surprising, to say the least, that your QA department has not discovered this "conflict with our SnapApi drivers". My desktop has no complex setup what so ever, just two internal SATA drives and a typical Windows 7 installation. Even more surprising is, that all the support tools I've used (ABR10 clean-up utility, AcronisReport, AcronisInfo) also crash or cause BSOD.

To me, it seems that Acronis urgently needs a new Release Engineer. Or a new software configuration management system. Or whatver...

All in all, I have now spent half almost a day with this seemingly simple update. I trusted the release notes that told me "it is recommended to install the update build without uninstalling the previous build.". During the next update, I will not be so naïve.

Wed, 05/12/2010 - 10:51