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Acronis True Image 2019 and Windows 10: "Unexpected Kernel Mode Trap" error.

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I began having a boot issue with my system.  While attempting to login to the desktop the system would throw the error "Unexpected Kernel Mode Trap".  No matter how many times I attempted to boot into my desktop I would receive this error and the system would reboot after a memory dump.

I discovered that I could boot into "Safe Mode" without issue.  This was helpful because it allowed me to begin troubleshooting the system.  Eventually I used "msconfig" to begin the process of elimination.  Shutting down programs until I was able to boot into my system.  It finally came down to the Acronis True Image 2019 application that I had recently installed.  It is important to note, this was after the clean installation of the Windows 10 Pro x64 operating system.  I then turned on all installed applications and startup programs, leaving Acronis turned off.  I have since had no issues booting into my desktop.  I have tried turning the Acronis application back on, and begin receiving the error immediately.  This has me completely stumped, as this was never a problem I had experienced before.  Could this be due to a recent update to Acronis True Image 2019?  If anyone has a cure for this issue, your support would be greatly appreciated!  I love Acronis and have been a customer for years.  But I fear this may end our long-term relationship!

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Chet,

From what I can find you are experiencing either a driver or a failed Windows update issue causing this error.

I note that you performed a clean install of Win 10 PRO x64 which I take to mean that you installed Win 10 on a new bare drive?

If yes to the above did you after the Win 10 install update all system drivers to the latest versions available from the ASUS Support site for you Zenith board?

If no I recommend that you do so.  If there are more than one driver that need updating I recommend that you perform updates one at a time and reboot the computer after each one before installing the next.

After updating all drivers try turning on Acronis again and see if the issue persists.

If it does I would recommend a full complete uninstall of the 2019 application and running Acronis cleanup tool after the uninstall to insure that all components of the application are removed.  You can find instructions on how to do this as well as a download link HERE

If your clean install of Win 10 was not done to a new bare drive and you instead upgraded from a previous version of Windows to Windows 10 then you may end up wiping the hard drive of all data and starting over again to solve the issue.

Hello Enchantech, I appreciate the direction.  To answer your question, yes; I did a clean install on a new drive.  I had upgraded a mechanical drive to a Crucial M.2 SSD.  With regard to the drivers I did use some drivers direct from the ASUS website, but hunted down the latest releases for some other drivers, e.g., AMD chipset drivers.

I will use the Acronis cleanup tool as you recommend after uninstalling the entire application.  With fingers crossed, I hope this takes care of the issue.  I don't like the idea of not using Acronis, but I'm also not thrilled at the prospect of having to reinstall the OS.  I will post the results once I have completed the task.  Again, thank you.

Chet,

You should also look at Windows update history and see if any updates are pending or have failed since your install.  These can happen and the user be completely unaware that they are a problem.

If you find any update problem rectify those after you do the recommended uninstall/install of the application.

Another thing I would look at is Windows Event viewer.  If you can find this error there it may provide additional clues as to what is causing the issue. 

If it proves out the it is in fact the True Image app then I would recommend opening a support case.  Reference this thread if you do.