ATI Crashes when Import Settings
ATI had been working fine until today when I attempted to add a batch file to the post backup command.
After adding and successfully and testing, I hit Ok, then Ok to close the backup task.
At this point, it prompted for my account login and password but would not accept the valid entries.
I exited ATI, rebooted and tried again
After adding the command and closing the dialogue, ATI crashed-disappeared without any error message.
I tried again again and this time it crashed when I tried to open the pre/post command option.
I uninstalled ATI then reinstalled which automatically updated me to Build 22510
I loaded ATI and first tried to restore my saved backup tasks by selecting "Import Settings from File" and it immediately crashed again.
I uninstalled ATI, ran the CleanupTool and reinstalled
I loaded ATI and again tried to "Import Settings from File" and it immediately crashed again
The export was created with ATI 2020 Build 20600
The batch file (attached) executes a manual copy of the Outlook OST files that are skipped by the ATI backup. Recall this thread Switching to SNAPI
Note that the above batch file was not present when I did the export.
Re ATI support, I'm sorry to say that after dreadful experiences with them over so many years I no longer have confidence in their ability to resolve issues, hence my attempt here. They have repeatedly wasted my time to no avail, failing to thoroughly read my my reports of the problem as well as having me repeat all of the obvious solution steps I have already tried.
Following my last attempt to work with them where they failed to provide a solution, the person was clearly eager to have me close the ticket and indicate satisfaction with the service. They then sent me an assessment survey where I expressed my dissatisfaction which resulted in an email of apology from a support manager. Hard to believe but his email also indicated he had not read my issues details and lacked of understanding of the issue. He also did not offer any resolution.
In all the many years I have used ATI and dealt with the too many crashes, failed backups, re-installs etc, your efforts, personally, have helped me the most, by far. For that I am very appreciative!
The export was created with ATI 2020 Build 20600
I suspect that the above is involved here as essentially you were using the oldest non-Beta version of ATI 2020 with #20600. This was followed by 20770, 21400 and now 22510 plus there is a further build being given out to some users by Acronis Support for some known issues.
I can only suggest reconfiguring your backup tasks for the 22510 build then making a new export of the settings, after which if you want to retest this issue with importing the settings you should find that the crash is resolved.
I can do that but ATI fails when I first select "Import Settings from File" or "Save Settings to File", before I even navigate to a folder..
Is this feature still not working? or even though I ran the CleanupTool, might there still be some ATI setting remaining in the registry that is corrupted?
I have successfully saved and imported settings with the current build. Recall when installing the ATI release version of ATI, that something went wrong when importing settings. (I had uninstalled the final beta and run the cleanup tool before doing the installation.) I suspect the problem was related to attempting to import settings for nonstop backup. I am not aware of any other reports of issues when attempting to either save or retrieve settings.
Have you tried doing a repair installation (cannot recall if doing so was mentioned earlier in the thread).
Sorry I cannot be of any real help.
Ian
What are the symptoms of the crashes you are getting? Does the GUI hang up? Does the GUI just go away? Or are you seeing a crash of an ATI background task reported somewhere?
I think there must be at least two unrelated problems here. Except when your've asked ATI to test pre/post backup commands, the commands are executed in the background (along with the rest of the backup task processing). A failure in that processing would disrupt ATI background processing. You would not see a crash in the user interface. I suspect the crashes you've experienced do not involve the batch file.
At this point, it prompted for my account login and password but would not accept the valid entries.
I've never seen this behavior documented but it happens every time I change pre/post command processing. ATI is asking for your Windows credentials, not credentials associated with ATI. I suspect that ATI needs this when an ATI background task (running under NT_AUTHORITY\SYSTEM) needs to execute your command under your userid. (That's a feeble guess on my part.)
If ATI did not accept your Windows credentials then it sounds like you are running into a bug. I understand your reluctance to deal with Acronis support, but you really do need to report this.
At this point I'm setting aside the pre/post command issues, I just want to be sure I have a stable version of ATI.
I will also forgo importing all my backup tasks via the import and manually recreate them; however, ATI is crashing just by making an ATI option selection.
To be clear-
I navigate to Account and select either the import or export option, the Windows Explorer starts to come up to navigate to a file and then ATI and Explorer disappear.
I just uninstalled ATI 22510 again, and rebooted.
I then ran the CleanupTool.and rebooted
I installed ATI 2020 build 22510 and rebooted
I loaded ATI and went to Accounts\Import and it crashed again
Where would I find the repair installation option? It is not in the Acronis Start Menu folder and all I have in Programs and Features is Uninstall.
See KB 60915: Acronis True Image: repairing program settings - for how to do the Repair.
It sounds like a Windows problem rather than an ATI problem.
Are you able to look at the Windows Event Viewer to see if you can find a specific error reported at the time of the crash?
When you say you went to Accounts\Import, do you really mean Settings\Import settings from file... Does the crash occur when you select the file to import, or is it before? Do you ever see the Open window?
Sorry, yes Settings\Import
I was unable to screen-shot the exact sequence due to the crash so recorded it in a very short video posted to Google Drive https://drive.google.com/open?id=1_9wai4oeYkfx2gFHzPg9HdDp4Lk-EXuF
Note that after selecting "Import Settings", I make no other inputs.
In the video, the image that briefly follows is the desktop with the open Firefox tab at the ATI forum.
Event Log:
Log Name: Application
Source: Application Error
Date: 2/10/2020 9:20:47 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: XXX
Description:
Faulting application name: TrueImage.exe, version: 24.5.1.22510, time stamp: 0x5dd323b4
Faulting module name: MSVCR120.dll, version: 12.0.40660.0, time stamp: 0x577e0f1e
Exception code: 0xc0000409
Fault offset: 0x000a7646
Faulting process id: 0x3ec
Faulting application start time: 0x01d5e03666801198
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Faulting module path: C:\windows\SYSTEM32\MSVCR120.dll
Report Id: 0750a729-5c9f-4a79-bac3-9bec921734dd
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2020-02-10T17:20:47.867752600Z" />
<EventRecordID>367440</EventRecordID>
<Channel>Application</Channel>
<Computer> XXX
<Security />
</System>
<EventData>
<Data>TrueImage.exe</Data>
<Data>24.5.1.22510</Data>
<Data>5dd323b4</Data>
<Data>MSVCR120.dll</Data>
<Data>12.0.40660.0</Data>
<Data>577e0f1e</Data>
<Data>c0000409</Data>
<Data>000a7646</Data>
<Data>3ec</Data>
<Data>01d5e03666801198</Data>
<Data>C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe</Data>
<Data>C:\windows\SYSTEM32\MSVCR120.dll</Data>
<Data>0750a729-5c9f-4a79-bac3-9bec921734dd</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>
Steve Smith wrote:See KB 60915: Acronis True Image: repairing program settings - for how to do the Repair
Confirming there is no repair utility, it is the manual process outlined in the link ?
I posted an earlier reply with the Windows Event and a link to a short video of the crash but it is being reviewed prior to posting.
Here is the Event
Log Name: Application
Source: Application Error
Date: 2/10/2020 9:20:47 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: XXX
Description:
Faulting application name: TrueImage.exe, version: 24.5.1.22510, time stamp: 0x5dd323b4
Faulting module name: MSVCR120.dll, version: 12.0.40660.0, time stamp: 0x577e0f1e
Exception code: 0xc0000409
Fault offset: 0x000a7646
Faulting process id: 0x3ec
Faulting application start time: 0x01d5e03666801198
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Faulting module path: C:\windows\SYSTEM32\MSVCR120.dll
Report Id: 0750a729-5c9f-4a79-bac3-9bec921734dd
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2020-02-10T17:20:47.867752600Z" />
<EventRecordID>367440</EventRecordID>
<Channel>Application</Channel>
<Computer> XXX
<Security />
</System>
<EventData>
<Data>TrueImage.exe</Data>
<Data>24.5.1.22510</Data>
<Data>5dd323b4</Data>
<Data>MSVCR120.dll</Data>
<Data>12.0.40660.0</Data>
<Data>577e0f1e</Data>
<Data>c0000409</Data>
<Data>000a7646</Data>
<Data>3ec</Data>
<Data>01d5e03666801198</Data>
<Data>C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe</Data>
<Data>C:\windows\SYSTEM32\MSVCR120.dll</Data>
<Data>0750a729-5c9f-4a79-bac3-9bec921734dd</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>
Looks like Visual C++ runtime library is corrupt in your Windows system. Try reinstalling:
https://support.microsoft.com/en-us/help/4032938/update-for-visual-c-2013-redistributable-package
For some reason my reply with the video link was not approved for posting but hopefully the issue is clear.
Also, I miss-typed the location of the ATI menu option that was crashing- it should have been Settings\Import
*
I downloaded and installed the 2013 Visual C++ Runtime library and rebooted but that did not help.
I then reran AcronisTrueImage2020_22510.exe and found the Repair option
(Apparently rerunning the ATI installation file for the currently installed version presents the options "Repair and Uninstall" where from the Windows Programs and Features list, only Uninstall is an option.)
I ran the Repair but it did not help.
I then started to add a backup task manually and when I got to the Pre/Post Command and the dialogue that browses to the file, it crashed here as well.
It seems the crash occurs whenever the AT UI attempts to directly access the OS via Windows Explorer.
Here is the Event which appears the same as the other:
Log Name: Application
Source: Application Error
Date: 2/10/2020 2:05:26 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: CCORDERA-T47.guidewire.com
Description:
Faulting application name: TrueImage.exe, version: 24.5.1.22510, time stamp: 0x5dd323b4
Faulting module name: MSVCR120.dll, version: 12.0.40660.0, time stamp: 0x577e0f1e
Exception code: 0xc0000409
Fault offset: 0x000a7646
Faulting process id: 0x3dc
Faulting application start time: 0x01d5e05dfbf416c4
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Faulting module path: C:\windows\SYSTEM32\MSVCR120.dll
Report Id: bf3f01ed-321e-49a5-a2e7-564299b188a2
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2020-02-10T22:05:26.395899500Z" />
<EventRecordID>367656</EventRecordID>
<Channel>Application</Channel>
<Computer>CCORDERA-T47.guidewire.com</Computer>
<Security />
</System>
<EventData>
<Data>TrueImage.exe</Data>
<Data>24.5.1.22510</Data>
<Data>5dd323b4</Data>
<Data>MSVCR120.dll</Data>
<Data>12.0.40660.0</Data>
<Data>577e0f1e</Data>
<Data>c0000409</Data>
<Data>000a7646</Data>
<Data>3dc</Data>
<Data>01d5e05dfbf416c4</Data>
<Data>C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe</Data>
<Data>C:\windows\SYSTEM32\MSVCR120.dll</Data>
<Data>bf3f01ed-321e-49a5-a2e7-564299b188a2</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>
Problems like this where msvcr120.dll crashes are not uncommon. It tends to show up when some application is needing something from the runtime library. While I could say that the dll is not robust enough, I don't believe repairing the dll will solve the problem. I think it is a symptom of something else and it may be hard to figure out what.
Question... did you run the installation of ATI2020 as Administrator? If not, I suggest removing it, running the Cleanup utility and then reinstalling as Administrator. It may not be sufficient to just be running from an Administrator account; you should select "Run as administrator" for the installation.
Unfortunately I did not think to do that although I do run ATI as administrator. That 's worth trying but I just finished manually adding all my backup tasks and obviously can't export them. Is there anyway I can save and import via some type of hack?
I understand your reluctance; do a repair installation. It may be an idea to download the latest build from your Acronis account as there may be a problem with the one you are using. The run the installation file as administrator and when prompted select repair rather than remove. This should sort out any problems due to not initially installing via run as administrator which I understand you did.
Ian
Running the commands as Administrator, I did the following:
- Uninstalled ATI
- Ran Cleanup
- Rebooted
- Installed ATI
Unfortunately it still crashes when trying to access Export/Import
Please note I have many other apps that successfully interface with Explorer for file access.
I'm going to create my ATI backup tasks again and instead of having ATI execute the batch to backup my OST files as a Post Process, I'll schedule Windows Tasks to manually execute the batch file.
The export/import feature will be NA but maybe in a future release.
Thanks to all for your efforts, much appreciated!
Circling back on this to give you an update...after many hours debugging and trying various solutions that failed to resolve the problem, it has been left untouched until today when I tried again.
Since I had already recreated my backup tasks, I did not try the Import; however, the other related issue involving ATI crashing when browsing out to the OS, was defining a Pre-Post Command. Today I was able to successfully define this for 3 tasks and successfully execute the test.
No OS or ATI updates had been applied and no changes I am aware of that could have affected either (other than the alignment of the stars and the moon).
I am clueless as to why the issue no longer presents but thanks again to all for your help!