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com surrogate 32 bit

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Windows 10 with Acronis 2016 build 6571

When I use file explorer to read a backup file I get "com surrogate 32bit" and the only way to get rid of this window is use the task manager

I did a re-instal and also an acronis repair all with no result

Any suggestion

 

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John, I have only found one recent report related to com surrogate and browsing TIB files in Explorer.

See post: 118694: Windows Explorer window slow to open tib file and in particular, the last post in this thread #14 which may be worth trying.

Otherwise the recommendation would be to try a full clean install of ATIH 2016 build 6571 including running the Acronis Cleanup tool (link below) after uninstalling normally.

Do try the the option in post #14 of the thread Steve mentions and let us know how it goes.  

I don't believe that an Acronis repair or re-install clears these files since they exist in the user profile and not with the application files directly.  

For what it's worth, if you are getting the surrogate error, reboot the machine first.  Then, before you launch Acronis or try to mount or double click any .tib files, go in and delete the mount cache files located in 

%userprofile%\appdata\local\VirtualStore\ProgramData\Acronis\TrueImageHome\Database
 

I think it will work - I seem to remember having the same issue at one point.  Bascially, it was because the cache files had an issue, but once you double click the .tib file Windows holds onto that attempt to open the .tib (which of course is not working).  Rebooting, unlocks the tib mount cache files so you can delete them (if you don't try to do anything with Acronis, mounting, or double clicking  a .tib yet), deleting them cleans them up and then, when you try to double click the .tib again, it will automatically recreate the .tib mount cache from scratch and without the problem you had before (hopefully).  

 

 

I tried all suggestions with no result

Also I can only mount the first tib file any of the following can't  be mounted

I have 2 Toshiba laptops (nearly the same model) and both have the same problem

But I got an email that I am entitled to a free upgrade from 2016 to 2017

Uninstalled 2016 and installed 2017 build 5534

and have the same problems but I can now mount and unmount any tib file

Next step is to try a complete uninstall and reinstall using the clean tool - make sure to follow exactly.  If that doesn't help, it's either an issue with the local OS or you have a unique issue that you should submit feedback and a system report with.  If you have 2017 now, you have free technical support so can open a chat ticket with them and have them look into this more too.

 

As I now have the same problem with version 2017 I asked for email support ( I don't like chat as I have a hearing problem) but forgot to include a system report

Just have to wait for their reply

John, the chat support is text chat not voice so you don't need to worry about your hearing - it is also much quicker than using email support as you are chatting live with one of the support people (by typing).

John,

Are you using Kapersky Security Suite software?  If so you might try adding tibmounter.exe to the Kapersky exclusions list so that it will not monitor the mounter and prevent it from functioning properly.

Additionally, if your tib files are located on different drives are the ones that have this behavior on the same drive?  If yes you should run chkdsk /r on that drive to find and fix any bad sector on the disk.  Bad sectors are known to cause some com surrogate errors.

did an un-install/reboot/use cleaning tool/reboot/installed the latest 2017 build 5554

I now have 5 backup files and i can now use the file explorer and mount and un-mount so problem solved on this computer

 

but on my second computer which is near identical

I uninstalled 2016/reboot/use cleaning tool/reboot/installed 2017 build 5554

I only have 1 backup wich is 170Gb but when I click on it it opens up into an empty directory

I can mount and un-mount ok

I now move this threat to the 2017 forum

Try this suggestion - different issue, but I have used it for other "weirdness" when double clicking on .tib files is not working with mostly success.  

https://forum.acronis.com/forum/117232#comment-359062