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Just upgraded to 2020 Cloud, app has shut down unexpectedly 3 times now

Thread solved

Running Win10 Pro w/8GB RAM. Just upgraded from True Image 2017 on 9/16/2019.

 

I got my first Cloud backup written, and successfully run, with no problem. Now, trying to create a second backup, and 3 times, the app has closed by itself. It's got something to do with the mouse. I think.

Nothing I had done was saved, so I keep starting over.  I've restarted the PC. This second backup is more involved that the local drive image backup where I accepted the defaults. I believe it crashes when I'm picking the source folders.

Anyone else seen this?

Thanks!

 

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It just did it a 4th time and it was when I was selecting a source folder on an external (Drobo) USB drive. It's def not the mouse :) 

I can suggest you use the Feedback to report this issue, and include a system report.

Thanks, I will. I thought it had something to do with selecting an external drive as the source, but it even happens when I select the local drive. Within a second or two, the app crashes.

When making feed back make sure that "Attach system report" is selected and useful to include a link to this thread.

One thing that occurs to me is to do a repair installation of ATI 2020. Download a new copy of the installation file from your Acronis account, in Explorer select the installation files, right click and select run as administrator, and when prompted select repair rather than install.

Ian

In the interim, I would download the current version of the installer from your account..  right click it and "run as administrator" even if already logged in with an admin account... And do a repair install. Then reboot when it's done to update the registry and try again.

Hopefully, that fixes the issue. If not, as a test, then create a NEW backup job with a unique name and see if the behavior exists in that job as well, or not.

Since you upgraded from a previous version, I recommend you do a complete uninstall, reboot, delete any Acronis folder left in the c:\programdata\ hidden folder, disconnect any external drive you might have, and then reinstall, and retry your cloud backups.

Thank you to all who posted suggestions. Because of my limited PC knowledge, I felt it was best to start a ticket on this. The suggestions involved more than I was comfortable doing. I had our IT people come in and install it.

It 'may' have something to do with Malwarebytes. Years ago, when we first installed 2017, we had problems and traced it back to an MWB/Acronis conflict. I cannot remember whether Acronis or MWB fixed the problem.

 

Again, thanks for all of the help.