Trueimage.exe has stopped working
Sorry, I posted this as a reply to a similar post. Perhaps I should create a new post.
I downloaded ATIH 2016 from the web in December 2015 as an upgrade after using ATIH 2014. It has been operating correctly for several months, but lately I too have been experiencing this fault (TrueImage.exe has stopped working) after unscheduling the program in order to take my laptop to another location off my home network and then opening the program to reset my backup schedule. I have been able to solve it by uninstalling and reinstalling the program each time, but this is a totally unacceptable solution. I was always able to unschedule and reschedule ATIH 2014 with no failure. I tried to add the path to the application to my Avast anti-virus program, but that was not successful. I run the program on three pc's, all with Windows 7/64. How can I eliminate this irritating failure? We are not discussing freeware.
George Harlem
Steve, this sounds like a good alternative. But I still have no answer to my question: why does ATIH2016 crash? I am now at another pc on my network. I wanted to open the Acronis dashboard to see where I would find the pre/post commands, and on starting the program, ATIH crashed. It has been working perfectly, doing backups to a NAS drive on schedule. I uninstalled the program, did a reinstall, and when I started the program it immediately showed "Trueimage.exe has stopped working". I paid money for this program less than four months ago to upgrade from a good ATIH 2014 version, but I can't accept this performance.
Why is it crashing? How do I reinstall successfully? And then where do I find the pre/post commands?
Hi George, can't say for sure why it's crashing. I supsect a database corruption issue or the uninstall/reinstall did not complete correctly as this was an upgrade from 2014 and not a clean install. To uninstall, please run the ATIH 2015/2016 cleanup tool in my signature and not just use control panel. When you launch it, right click on the executable and "run as administrator" to give it the highest privilieges (even if logged in with an admin account already).
Once the cleantool is complete, please be sure to note the registry keys in the tool that it says to look for and double check that those were removed. After that, then check your system manually for any of the following directories and delete them if they exist:
C:\Program Files\Acronis C:\Program Files\Common\Acronis C:\Program Files (x86)\Acronis C:\Program Files (x86)\Common\Acronis C:\Programdata\Acronis (this is a hidden folder, so make sure hidden files/folders is on).
Then reboot to update the registry.
After reboot, log in and download the most current Acronis installer from your online account (to be sure you have the latest and just in case the original one you used is not corrupted - bad download perhaps). Once downloaded, also right click and "run as administrator" even if logged in with an admin account to give it the highest privileges possible.
I think that after this, you will have a very fresh and clean running instance of Acronis and no longer will have these types of issues.
Regards!
Had the same or similar problem (Trueimage stopped working) (but) I am using version 2015.
Reading the threads on this topic and based on other problems I've had in the past with "errors", I assumed the XML database had been corrupted somehow. In my case, I believe either the disk got full or the network went down.
Either way, my guess was, if deleted the database, Trueimage would recreate the datebase from its own searching. So, I renamed the database (equivalent to deleting but gives you the ability to restore if necessary) and voila, my guess was correct :D - no mucking about with unistalling/reinstalling or deleting recreating the backup!
BTW, the database is at C:\ProgramData\Acronis\TrueImageHome\Database\archives.xml (Windows 8.1)
Hope this helps someone.
Geoff
Thanks Geoff and absolutely correct in your findings. This is often recommended as well and often does bring back functionality to the app again if the local Acronis database is corrupted and the culprit. I've gotten in the habit of suggesting a clean install these days due to other possible issues with VSS, Acronis upgrades, and/or OS upgrades that may be bringing in other unexpcted behavior, but this can be a much faster way to repair the application, but not always.
Steve, I found the Pre/Post Commands under the Advanced setup tab. But it appears to ask for specific instructions. How do I actually test for the presence of a backup device on the network in order to avoid having problems with ATIH wanting to do a backup on shutdown when away from my home network?
George, please see the attached PDF document that describes how I have used the Pre/Post Commands in conjunction with a simple Powershell command to test for the presence of my network drive and only perform the backup if it is found.
I wonder if this approach would help my situation. I cannot launch Acronis 2016 without having it stop working due to some "problem". I can uninstall and reinstall and it operates correctly backing up my computer on shutdown, but each time I try to open the program itself it crashes. This is incredibly frustratijng, but I am considering the possibility that there is some flaw in my purchased version of ATIH--it is an "upgrade" from ATIH2014, not an install from ground zero. I see the Database file at C:\ProgramData\Acronis\TrueImageHome\Database (using Win7). Do I understand Geoff's concept correctly: If I rename the current Database (call it, say, "DatabaseQ") and then launch ATIH, this might bring back dependable functionality? I admit I would rather go through this trial than "muck about" in the Registry :-)
George, yes, I believe this would most likely work in your situation as well. When you rename the database folder and launch Acronis again, it should recreate it again and hopefully work as designed.
If not, I would recommend a cleanup and fresh install. Upgrades should work, but other background services, applications, variations in OS confirguratoins, tools, antivirus, etc, could restult in the upgrade reporting success, but not actually being able to modify all of the deep Windows system files or registry keys. Defintely try the database rename and see how it behaves after that.
If it has not improved, I would consider a fresh install using the procedures outlined here:
OK, thanks, I'll go through that process. However I am a bit concerned with the fresh install recipe that includes "Reinstall ATIH 2016 v6027 by downloading from your online account (don't use a previous installer as it may be older or corrupt)." When I signed in and went to Acronis Support for a fresh download yesterday, the download was still an upgrade (which is what I purchased), not a full fresh install. I have a feeling that if I delete all Acronis vestiges from the Registry using the Clean Utility that it will remove whatever is left of ATIH2014 and downloading from Acronis Support will not have the previous program available to update. Or am I worried unnecessarily?
George, please don't be confused by your Acronis Account showing that you have an Upgrade version, that is purely about licensing, i.e. you need to have a previous version in order to install an upgrade serial number - the actual software that you download is exactly the same - the serial number being used decides the difference.
If you are doing a clean install of 2016 then you will need the new serial number for that product plus, as an upgrade license, you will also be asked to provide the serial to your previous 2014 product. You only need to install 2016 as the serials will take care of everything else.
I have the product key (aka serial number) to my 2014 version and the product key to the 2016 upgrade. I have registered my 2016 purchases (upgrade for 3 pc's plus ATIH for one pc). When I log into my account and go to the Download page, I see "Acronis 2016 Upgrade 3 pc's" and notice that the latest build is #6569 of 28 April. So are you confirming that once I do the suggested procedure, I can use that Upgrade build to install again?
George, yes, my own ATIH 2016 is an upgrade edition like yours.