ATIH2012 Disk Backup failure with Microsoft Fatal Error
Hello everyone,
I am posting here because even though I have asked ATIH customer support for help to get my copy of ATIH2012 working, they have not responded (I opened the issue on 01/01/2012 and it is now 13/01/2012) and I am worried that my 30 days free support may run out before they address my issue.
After that, I may not get any help and I may be unable to get a refund.
I am hoping that perhaps someone here might be able to help. I really liked the previous Acronis backup programs and as a result now own 4 licenses of Acronis 2012, but dare not use the 3 I have not installed due to the following problems detailed below with the first one I installed:
I upgraded my working copy of ATIH 2011 Plus Pack to ATIH 2012 Plus Pack and it will no longer create disk backups.
There is no error in the Error Log.
It fails about 90% of the way through the backup with a Microsoft Error.
The Microsoft Error gives the following Error signature:
szAppName: TrueImageHomeService.exe
szAppVer: 15.0.0.6154
szModName: msvcr80.dll
szModVer: 8.0.50727.6915
offset: 0001500a
A screen dump of the failure is attached.
I have run Microsoft Update to ensure that everything is up-to-date.
The crash happens each and every time I try to create a backup.
The Error signature on each crash is identical.
I have tried varying the compression level.
I have tried splitting the backup instead of creating one complete image.
I have run a hard drive scan on the drive I am backing up to and there were no errors.
I have re-installed Acronis 2012.
I have then upgraded from build 6131 to 6154.
I am somewhat frustrated that I have upgraded a working copy of Acronis 2011 and the new upgrade is broken.
Hello Scott,
Thank you for your suggestion.
I have performed the complete uninstall, clean and then reinstall as suggested.
Sadly there was no change in the behaviour of ATIH.
I haven't downgraded to 6131, though, because I am running this on a Netbook and the process took 12 hours and as there was no difference previously in the behaviour of 6131 and 6154, I do not see any reason why there should be any difference if I repeat the process, especially given that it is not a quick thing to try.
I do wish that Acronis would actually provide Customer Support for an issue that I had flagged as Critical 14 days ago now because I cannot actually use their product at all.
Roland,
Watch your money back guarantee period!
There can be many reasons why you get this type of error. This points to a problem between Acronis and the Microsoft libraries and redistributables. This requires Acronis to help you out.
Thank you Pat, that is a very good point. I must look up what the money guarantee period is.
Not that I want my money back as I have been very happy with the previous versions of Acronis; what I actually want is a working product.
Nevertheless if Acronis cannot get their product to work properly, and I have to admit that with the number of posts in this Forum on that very subject I am a little concerned that Acronis seem limited in their ability to ship working products and/or provide support for loyal customers who have been buying their products (and upgrades) for years, a refund may be my only option.
Anyway regarding further testing of my Netbook, I have now tested the entire harddrive using a program called H2testw (version 1.4) which performs a write and then a read test to all empty areas of the harddrive. I have used the Netbook with Acronis installed and the connectivity identical to what I am using during the failed backup.
The H2testw report is as follows (png screen capture also attached):
Warning: Only 305158 of 305242 MByte tested.
Test finished without errors.
You can now delete the test files *.h2w or verify them again.
Writing speed: 20.6 MByte/s
Reading speed: 19.8 MByte/s
H2testw v1.4
The H2testw software does say that on an NTFS filesystem not all MBytes can be tested and that the warning is actually expected for NTFS filesystems.
As there were no errors, I cannot see that there are any issues with either the external harddrive itself or the connectivity to it.
It is now 15 days since I posted the error to the Acronis help system and they have still not responded. Sadly I didn't install or test ATIH2012 immediately after purchase as it was coming up to Christmas and I had a lot of other stuff to do, so I am approaching the end of my free support period rapidly and probably the money back period.
As a result I suspect that I will be forced to ask for a refund very soon on all 4 of my ATIH2012 license purchases before either of these periods expire.
I haven't dared install ATIH2012 on any of my family's other computers whilst the first install I tried is not working.
I don't think you face a disk issue. You face a Microsoft libraries issues. ATI relies on Microsoft libraries to work, and a manifest information seems to be corrupted on your computer. This is hard to fix.
Try to uninstall ATI 2012, run the cleanup utility, reboot and reinstall the application.
There is no easy fix a user can do and Acronis has to analyze the situation.