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Windows 7 Blue Screen w/Update 3!!!

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Got an Acronis notice for an Update of ATI 2017...Update 3.

Tried the update and got about 60% thru "updating" and got a quick Windows "Blue Screen" and reboot of windows.

Windows would not boot however...had to reload a clone of the SSD boot drive from yesterday.

 

Tried again and same problem!

Acronis What's Wrong?

 

 

 

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Bobby, welcome to these user forums.

Sorry to hear of the BSOD for your Windows 7 system after upgrading to the latest build 8041 for ATIH 2017.

I have successfully updated both Windows 7 and 10 systems to the latest build without any similar issues, so can only recommend opening a Support Case direct with Acronis Support for this issue, so that they can work with you to identify what the issue is here?

Well done for having a backup that you were able to recover from for this issue!  Did you collect any of the error code details for the BSOD - even a screen shot with a digital camera or phone?  That may help to narrow down the area for what is causeing the BSOD?

Unfortunately, the BSOD on lasted about 2 seconds each time before Windows rebooted, so no chance to see anything.

Acronis Support ticket was opened as well as this Thread on this issue.

 

Bobby, understand about the BSOD disappearing so quickly, you may want to update the Automatic restart option in the System Advanced Properties, Startup & Recovery page which will stop Windows from going into an immediate reboot when you get this type of error.

Have just updated another Windows 7 laptop to build 8041 without any issue (apart from my Comodo security software wanting to auto sandbox the installer at first!).

Thanks...good idea....done.

Bobby, if you get Windows booted after the failure you might try a NirSoft utility to look at the crash information.

http://www.nirsoft.net/utils/blue_screen_view.html

http://www.nirsoft.net/utils/application_crash_report.html

Maybe it can shed more light on what happened.

FYI, I have no connection to NirSoft... just think he has some nice utilities and I've found them useful.

I'll vouch for nirsoft as well - have some useful tools for sure.  I also use bluescreenviewer to help diagnose BSOD's.

I was not able to boot Windows...had to overwrite the ssd with a clone copy on my hdd..so nothing to see after doing the copy.

 

Thanks

Bobby, you can try workarounding the problem by removing the previous version of Acronis True Image using the CleanUp Tool, then rebooting and then using the installation file from https://account.acronis.com/ to install the latest version of the software. If you are unsure about the exact steps to follow - contact us here. We would be happy to help you!

If you have time and williness for an in-depth investigation and troubleshooting, start by submitting a support ticket.

Regards,

Slava

Slava wrote:

Bobby, you can try workarounding the problem by removing the previous version of Acronis True Image using the CleanUp Tool, then rebooting and then using the installation file from https://account.acronis.com/ to install the latest version of the software. If you are unsure about the exact steps to follow - contact us here. We would be happy to help you!

If you have time and williness for an in-depth investigation and troubleshooting, start by submitting a support ticket.

Regards,

Slava

 

Slava,

Thanks for the information that proved to be the solution to upgrading my Acronis True Image 2017 Bld 6206!

This worked perfectly and all is fine...no BSOD or any problems getting Acronis backups running correctly.

 

NOTE:  The only issue I am now having is with my Startup programs.  They are delayed booting by about 3-5 minutes from my SSD boot drive?  Normally, very fast. 

What would be causing this?

 

 

Bobby, check to see if your system has any available firmware updates.  Another user recently had a similar issue with a different version (I believe it was 2016, but can't find the thread right now).  Turns out it wasn't the recovery, but the bios itself didn't handle the recovery from the HD to the new SSD very well. Either way, the bios update fixed his issue... perhaps the update had a fix for the SSD SATA connection, or upgrading the bios triggered something that made it identify SSD and set the correct boot order.  Prior to that, he was getting a about 5 minute delay from boot with a black screen and a blinking cursor after going from HD to SSD.

I"m not sure what you mean by startup programs not running - you mean Acronis and some other apps that have background services start up are taking a long time, or actual apps set to run in one of these folders?

%appdata%\Microsoft\Windows\Start Menu\Programs\Startup    (current user) 

%programdata%\Microsoft\Windows\Start Menu\Programs\Startup    (all users)

I have not updated the firmware for the system...has been running fine until the most recent Acronis Cleanup program.

The autostart programs normally take about 15 seconds to load...now 3+ minutes and nothing else works either for that time...then boom all loadup.(Norton, Acronis, and about 15 other utilities that come up with the boot....now delayed.)

Note:  Taking the SSD Boot back to my Clone of this AM.

Bobby, try disabling Acronis startup items that you do not need:

1) open Windows Start menu, type msconfig and press Enter

2) switch to Services tab

3) click on the first column caption, "Service", to sort the list in ascending order. All Acronis items start with "Acronis... " and will be first in the list

4) uncheck all "Acronis..." items, except "Acronis Scheduler2 Service". If you use Acronis synchronization, or nonstop backup, or mobile device backup, or online dashboard featutes, leave the corresponding checkboxes marked. In your place I would leave only "Acronis Scheduler2 Service" marked

5) switch to Startup tab and uncheck "Acronis TIB Mounter" and "TrueImageMonitor.exe". Backups could be mounted even if Tib Mounter is not running

6) click OK

7) reboot the computer and see if it starts up quicker

If this helps, and in case you would be interested in a more accurate troubleshooting actions / investigation, there is Windows Event Viewer that can be used to track down the driver, service or executable is slowing down the system boot up. Step-by-step instructions for that kind of investigation are at http://www.techrepublic.com/blog/windows-and-office/use-windows-7-event-viewer-to-track-down-issues-that-cause-slower-boot-times/

Regards,

Slava

Thanks Slava,

Unfortunately, I have already done a copy from my clone to the SSD boot drive, so cannot try this.

However, I did do an uninstall of ATI 2017 old bld and then tried an new install of ATI 6206.

Got the BSOD once again!   AND here is a pic of what it says:

Note:  The file mentioned is fltmgr.sys

I remember seeing this file (perhaps not?) in one of the Registry entries during the Cleanup run, BUT it was not one of the files to be deleted.  None of the files to be deleted were present so no registry changes.

Q1.  Should I delete this file?  Is it an Acronis file?

(see post below)

Q2.  If not then can Acronis modify the Update install file so this BSOD will not occur?

I did submit a ticket however, many logs, etc were needed.  This information is not available as the boot drive will not boot and I must recopy my clone to the ssd boot to get the PC up and running. 

 

 

Attachment Size
409487-138091.jpg 1.11 MB

http://www.dllsuite.net/QA/BSOD_Problems_Fltmgr_sys_Mpfilter.sys/

FltMgr.sys is a system file used by Windows to help control various aspects of hard drives & files. It is officially called the "Microsoft Filesystem Filter Manager" and its main duty in the operating system is make sure that the data written to the hard drive is correct and not corrupted

 

http://www.solvusoft.com/en/files/bsod-blue-screen-error/sys/windows/microsoft/microsoft-windows-xp-service-pack-2-rc1-update-cd-build-2096/fltmgr-sys/

 

Did a Registry clean with CCleaner, saved old Registry data.

Have not tried another install of 6206.

 

Slava,

Acronis CS suggests....  "Thank you for sharing the screenshot related to the issue. The BSOD screenshot shows an error message "fltmgr.sys" which could be due to the fact that we did not delete Acronis folders from the registry before running the cleanup utility."

Manish Chamoli
Support Professional
Acronis Customer Central

Actually the BSOD error occurs when I do not run the Cleanup Tool, but when the Update is applied over the existing install.

Q.  Which Acronis folders in the registry need to be deleted before running the Cleanup Tool?

 

 

Bobby, I have to say that the advice coming from CS sounds confusing at best as there are no Acronis folders in the Windows Registry, and the Cleanup Tool should remove any actual filesystem folders from your OS drive when this is run as Administrator, though you can double-check this yourself by looking in the normal places:

C:\ProgramData\Acronis
C:\Program Files (x86)\Acronis
C:\Program Files (x86)\Common Files\Acronis
C:\Users\Bobby\AppData\Local\Acronis
C:\Users\Bobby\AppData\Local\VirtualStore\ProgramData\Acronis\
C:\Users\Bobby\AppData\Roaming\Acronis

The KB document for the Cleanup Tool has detailed help on the actions related to the Registry changes to be checked / made where these are shown in steps 5, 6 & 7.

Yeah, didn't make sense to me either.  When I did run the Cleanup Tool I reviewed the documentation.

There was one item that the doc did not mention occurred during the cleanup tool use:  Do you want to delete extended drives? y/n

Or something like that....I said no as I did not understand what that might do.

 

 

Bobby, the question about deleting extended drives is a throw back to earlier versions of the product which included support for drives of a larger capacity than supported by NTFS filesystems by using a special device driver - this was removed in later versions of the product as UEFI and GPT support removed the need for this support and larger drives are supported natively in the OS.

For most users the answer = No simply because they have never used extended capacity drives support.

Conclusion:

I have decided against any further action with regard to this issue.  Having to copy the boot clone to the SSD after the BSOD cannot be a good thing and I have done that several times now.

Appears that the Cleanup Tool worked but did something to the operation of the SSD that increased boot time, but did not diagnose further this issue.  I did a Registry clean; and a system file check...all ok.

The Update does not appear to have any value, so will stay with the current build 6116 as it works fine.

Thanks to all!