Build 6029 crashes under XP PRO

Hello,

I have exactly the same problem like Matthias Dolder.
I deinstalled the previous version first and then installed the version 6029. When I start ATI 2010, a message appears, that Windows has detected a problem and needs to close. This happens on two PCs with Windows XP SP3.
Thanks to Acronis for the two versions of ATI 2010, that do not work!

Hi,

i got the same problem. I installed the Update "TrueImage2010.6029_s_de.exe" dated from 03. November. It crashes the same way as described by Matthias.
Why ?

addendum:

I also made an official support request and will let you people know if Acronis should come up with some sort of solution.

/MD

This may not be the cause, but I'm reading many problems with True Image and Sp3 of Xp. Not just with the latest build, 6029, but with the previous build and a few previous versions as well. Anyone else notice that?

Build 6029 and the previous one have been running fine for me. However, I only do full backups (manually and scheduled).

Bruce

yes, build 5055 was running fine for me on XPPro/SP3 (also mostly doing image backups), build 6029, as said, can't even be started, it's crashing immediately.

/MD

ps: see that Bruce has XP Home, maybe only XP Pro/SP3 doesn't work. Anyone out there that has build 6029 working fine with XP Pro/SP3 ?

Hi there. I posted this on another thread re. 6029 and although I'm running Windows 7 thought I would share with you my experience with it:-

"Build 6029 has been a disaster for me (Windows 7, x64) yet 5055 worked perfectly.

I installed last night and closed down properly. Booted up tonight and W7 would freeze before displaying the desktop and all hard drive activity ceased. I have ATI scheduled to run a backup of certain files at 7am everyday which usually means it runs it when I boot up for the first time on an evening. I've spent hours trying to find the problem and almost was at the point to restore from a previous full backup from Friday.

I then finally manged to boot into safe mode and noticed that all of my schedules were shown as 'last run unknown' so I deleted them all and W7 booted up ok. Tried to run a backup of my emails and it just froze my system resulting in a hard reboot to get things working again.

Not sure what Acronis has done with this build but I'm going back to 5055 which as I mentioned earlier works perfectly for me."

@ Matthias Dolder

I tried ATI 2010 (build 6029) on another PCs again with XP Home, but it crashes on this computer also.
This build is a disaster ...

I had similar experiences with build 6029 on XP Pro. Even unistall failed. I manually deleted all ATI program files but two DLLs, which seemed to be used. After that I started a repair installation of 6029, now it works. May be just repairing will help.

I've 'upgraded' two PC's from TI 2009 (de) to 2010 (en) Build 6029

- XP PRO SP3
- XP Home Edition

Both PC's with most recent with most recent Microsoft maintenance applied.

Both 'upgrades' went well. Same procedure for both PC's
- Deinstall TI 2009 (de)
- Delete ACRONIS folder in PROGRAM FILES
- Delete all TI entries in AUTOSTART with AUTORUNS
- Delete all Acronis registry entries with RegCleaner
- Bounce PC
- Install TI 2010 (en) Build 6029
- Bounce PC
- Done!!!

If I find some time, I'll give it another try walking through DoobieB's steps. In the meantime I reverted to 5055 by a simple de-install of 6029 (no other cleanup steps) and re-install of 5055 and all works ok again.

/MD

ps: no reaction from Acronis to my support case as of yet.
ps2: @DoobieB: you went from 2009 to 2010 (and from de to en) which again is somewhat different than us going from 5055en -> 6029en. However, this may tell us to do a more thorough cleanup between the installs

Sure, my upgrade was somewhat different. Based on my bad experiences I've had with product upgrades, regardless if it was an upgrade from one build to another within the same TI version o r from one TI version to another, I've decided to do a clean install all the time (steps already documented in my previous note!).
Regarding the language change: I've done only for one reason, problems will be solved in the english version first, in other languages it will always take a long time ... sometimes you'll never get a solution for your local language ;-)

Hello DoobieB,

thank you very much for your advice. Unfortunately you describe exactly the same way of installation as I did it. But my result was the error message ...

Hello Simplicissimus,
I don't think my description is the same than yours, pls. be more specific. Simply saying deinstall/reinstall isn't enough. Have you exactly completed the same steps than I did?
Good luck!
DoobieB

@ Matthias Dolder

Is Acronis DiskDirector (ADD) installed on your system?
If you deinstall ADD, ATI 2010 (Build 6029) will work - but you must go without ADD in the end.
It appears that there is a complete incompatibility with ADD 10 now - not only, if you install ADD 10 after ATI 2010 (Build 6029)!

- - - - - - - - - - - - - - - - - -

Known issues

• Acronis True Image Home crashes after installation of Acronis Disk Director 10

Hello Simplicissimus,
NO, I don't have ADD installed on any of my systems. A colleague from me run into the same problem that you and a bunch of others describe (ADD a n d TI 2010 Build 6029). Yep, it's seems that there is an incompatibilty between this 2 products.
Good luck for y'all ... hopefully Acronis get the problem fixed very soon!
Cheers,
DoobieB

.

@ DoobieB

Thanks for your answer ... and for your wishes too. ;-)

@ simplicissimus

no, I don't have ADD. Yet, I still have to try a thorough de-install/install as soon as I get some spare minutes....

thanks
/MD

I did not get a "crash" but rather an immediate C runtime error when I try to run 2010 TI 6069 the first time (and subsequent times) afther the install and the re-boot. Windows 7 Home Premium 64bit.

I had to uninstall and re-install the orginal 2010 TI build.

Same here:

http://forum.acronis.com/forum/5590

I've downloaded build 6069, but haven't installed it yet. I'm running build 5055 under Windows 7 64-bit, and other than some minor issues I haven't figures out yet (e.g., can't seem to get email notification to work), it seems to be working OK. What do you think about installing the new build using the Try&Decide mode of the old build? We wouldn't be able to uninstall the old version first, but at least maybe we could get back to where we were pretty easily if things go wrong. Or maybe that can't be done, since the new installation would remove the old one; a Catch 22.

Interesting proposal, in theory it should work.

back to square one......

just out of curiosity I installed 6029 on a 32-bit vista business/sp2/all important patches system. And guess what, the same type of appcrash as on my standard XP Pro system (see attached screenshot). So it does not seem to be a XP problem but under those new cirumstances it rather looks like TI2010.6029 does not go along with some other (non-Acronis, since it's the only one on both my systems) application I'm using. Which one I'd like to be told, since I do not plan to de-install all other apps on those systems just to find out (there far too many and I don't have the time for such exercises).
What remains:
- Acronis (by accident) fixes this problem with a next build....
- Acronis support really comes back with some ideas how to find out efficently
- Acronis (by accident) hits the same situation in their testlab
- this problem from now on persists and I either can stick forever with build 5055 which runs ok, or I give a chance to another product

rgds
/MD

Hello,
has anybody received an answer from the support?

@ Matthias Dolder
I'm sorry to hear that it crashes on Vista too.
Do you have any alternative?
Maybe I will give Paragon a chance, but I do not have experiences with their software.

No response from Acronis Support yet.

As soon as I've time again, I will open an additional case for the vista crash. My hope would be that from the crash footprint Acronis could guess what the other offending app/setup speciality I have is, that prevents 6029 from running on a XP Pro and a Vista Bus system at my place (while 5055 does fine on both).

Yes, I have some earlier experience with Paragon products and they're ok. For some specific reasons I had to change to Acronis on my main system but as things have changed, I might run a trial with Paragon to see how they do today (though there obviously is no guarantee that a next version from Paragon couldn't have similar problems). What then makes the difference is support and that's where Acronis doesn't exactly shine at the moment.

thx and rgds
/MD

Hello,

I am new. I installed 6029 yesterday on my XP Pro SP3 system on top of the original without any problems. Am I lucky or what am I missing.
I created a backup and that seemed to work as well. I now will move on to validate the backup going through a start up procedure with which I had problems prior, it got stuck.

Question, has anyone gone through the create a custom rescue CD procedure?

After loading 6029 is it necessary to create a new rescue CD?

Further to my last post I created a 6029 rescue CD and tried a limited restore i.e. restore a selected directory after startup(reboot) and it worked.
It no longer got stuck as the original did.
By stuck I mean that the response slowed way down and it could not find the hard drive where the backup resided.

Further to my last post I created a 6029 rescue CD and tried a limited restore i.e. restore a selected directory after startup(reboot) and it worked.
It no longer got stuck as the original did.
By stuck I mean that the response slowed way down and it could not find the hard drive where the backup resided.

Update: Acronis Support now looking into

Acronis support now responded and asked for several info, outputs aso. In case they come up with an idea what goes wrong at my place or even better have a solution for it, I will post it here too.

/MD

@ Matthias Dolder

Thank you very much for the information!
I hope, they will find a solution for our problem.

I'm having a similar problem with TI Home 2010 Build 5055. I have been using it to do file backups -- about 60-70GB of files. It worked with no problems on my Windows 7 machine, producing both tib and zip backups. I recently installed it on an XP Pro SP3 machine and it ran OK to do a recovery (from the zip backup I had done on my other machine). However, I am now trying to do a backup on the XP machine. It first crashed after I had selected the files; I tried a second time and I got the crash message (your program has encountered an error and must shut down); but the tray icon was still present and the backup appears to be ongoing. There are several error messages in the Event Viewer referring to truimage.exe
I'm going to cancel the backup operation, but I sure hope Acronis gets this fixed soon.

I just bought ADD and ATIH on Thursday in a "special package" offer and neither works! I'm getting the "Acronis True Image has stopped working" message and a different error message for ADD ("Application module error. Cannot find the necessary ADD suite modules. Please reinstall.") I'm running Vista x64. I've tried uninstalling and reinstalling. This is very frustrating. I'm going to uninstall both and try just one.♦

Perry Israel wrote:

I'm going to uninstall both and try just one.♦

Install TI2010 first and after the reboot then install DD10.

DoobieB wrote:

I've 'upgraded' two PC's from TI 2009 (de) to 2010 (en) Build 6029

- XP PRO SP3
- XP Home Edition

Both PC's with most recent with most recent Microsoft maintenance applied.

Both 'upgrades' went well. Same procedure for both PC's
- Deinstall TI 2009 (de)
- Delete ACRONIS folder in PROGRAM FILES
- Delete all TI entries in AUTOSTART with AUTORUNS
- Delete all Acronis registry entries with RegCleaner
- Bounce PC
- Install TI 2010 (en) Build 6029
- Bounce PC
- Done!!!

ok, here an update on where I stand....I finally found some spare time to run through DoobieB's procedure (which gave him a running 6029 on XP/SP3). It almost did the trick for me too, but I had to insert an additional step by running 'AcronisCleanUp.exe' before doing a 'jv16' assisted final registry cleanup. And there I had my running 6029 on XP/SP3. Bad News was that all my task definitions were gone and I had to re-setup my TI environment (not something I wish to do each time after an update). What this seems to indicate is that it wasn't some other app that had an effect on my installation (as I suspected) but indeed some kind of leftover from an earlier TI installation.

As I told in an earlier post, I also tried to run 6029 on a vista business system (by installing TI2009 and TI2010.5055 before to create a similar environment) and got the same problem as on the XP system. And here comes a word of caution: I also applied the same procedure to the Vista system and got as result a 'boot-crashing' system. Luckily the Vista boottime-crash recovery-point procedure works and could restore the Vista system to the state before allowing booting again (but also crashing 6029 again). Since I do not use TI on Vista normally and since it works now for me on XP, I won't further follow the Vista problem and just leave it where it is.

/MD

I am using Acronis 2010 Home on an XP pro sp3 system with NSB-Non Stop Backup on, if I open an Adobe program like acrobat or photoshop Windows goes blue and crashes. I am using the 6029 build. If I stop the NSB and open an adobe product there is no problem. Does anyone or has anyone seen anything like this? Is there a fix or a tweek. They must be fighting for the same resources or something at the same time? everything else works fine.

Hello all,

I will do everything possible to resolve the issue you experience but we need to gather diagnostic information and investigate it first in order to find the source of the issue.

In order to investigate the issue and find solution we need the following diagnostic information. Everyone who experienced program crash with Windows XP do the following:

- Press the Start button, choose Run, type "drwtsn32" and hit Enter;

- In the dialog that appears check the "Log File" and "Crash Dump" paths, then click the OK button;

- Reproduce the problem;

- Pick up the user.dmp and drwtsn32.log files in the directory specified at step 2 and send them to us.

If you run Windows Vista use the following way to collect dr.watson log:

- Reproduce the problem (application crash);

- Do not close the "Application has stopped working" window;

- Run Task Manager (press Ctrl-Shift-Esc buttons);

- Go to "Processes" tab and right-click on the crashed process;

- Select "Create Dump File" item from the menu;

- Pick up the .DMP file created and send it to us;

- Open Start->Run (or press Windows-R buttons) type "%USERPROFILE%\AppData\Local\Microsoft\Windows\WER\ReportArchive" string without quotes and hit Enter key

- After that you will see a folder (or a few folders), the name of which starts with "Report"

- Please send us Report.wer file from the last created folder

Please note that you may add the two collected files into rar or zip archive file.

You can create a new support case and attach this info with short description of the issue using the following link or sent it to me directly via PM and I will do my best to find the source of the issue. Don’t forget to include the link to this thread.

Before you send diagnostic information please download and install the latest build of the program 6053. You can download it from your account under Registered Products.

NOTE: The possible reason for the issue can be Acronis Disk Director Suite 10.0 installed. Acronis Disk Director Suite 10.0 (build 2239) and Acronis True Image Home 2010 (build 6029) are incompatible, but the current build of Acronis True Image Home 2010 (6053) solved the issue. See release notes here

Matthias I have found your case number but it’s in German, I will certainly notify the support professional who is responsible for this case to clarify the current state of the issue. As I can see from the case the last reply was from support professional dated to 20.11.09.

Adrian and Howard I have requested diagnostic information for the similar issue with Acronis True Image Home 2010 and Windows 7 using the following thread

Carl please update Acronis True Image Home 2010 to the latest build 6053, the issue will be resolved.

Jurgen the issue concerning Acronis True Home 2010 build 6029 can be caused by many factors, eg. hardware environment or third-party software incompatibility with Acronis software, so not everyone who uses build 6029 experience the issue with the program. In case the program crashes we can find the source of the crash from the crash dump requested above. Regarding the question concerning Acronis bootable disc I may recommend you always recreate Acronis rescue media each time you update the software and then recreate backup archives using it.

Thank you for your cooperation.

Dear customers,

Today, we have contacted our Development Team and asked to update for the state of the issue, related to Acronis Disk Director (2239) and Acronis True Image Home 2010 (6029) installed on one PC. This issue was fixed in the next build of Acronis True Image Home 2010 (6053), so please update the product to this build and check whether the issue persists.

The latest build, which is available here. To get access to updates you should first register Acronis software.

Thank you for your patience and understanding!

Guys, you'd wish it's fixed. ATIHome2010 gixes me the same error after installation and deinstallation of DD Suite 2010. I'm still unable to get it working. Look at this thread for details:

5860: Program does not run immediately after installation

As posted by the commenters above, both of my XP PRO systems crashed when I attempted to restore prior disk images using Acronis. I had used Acronis successfully several times until the 2015 update.
These were ugly crashes - the system automatically rebooted in the middle of the restore process and made both systems into unbootable bricks.
I had to use the emergency recovery USB drives provided by the original PC maker to regain bootable systems.
EVERYTHING was wiped out.
I saved my professional data but of course, the the installed programs meticulously installed over several years were all wiped out.
I purchased Acronis at the recommendation of my PC maker to prevent this exact scenario from occurring.
It was touted as a simple easy fool-proof way to create a disk image to restore in case of emergency.
Fool proof? I was the fool.
Instead, Acronis behaved like the very malware I was trying to protect myself against.
I am now afraid to use Acronis for anything - including version 5 for my other three WIN7 systems.
When I informed my PC maker and they helped me recover, they also decided to stop recommending Acronis based on what they saw.

Understand this - I am a 25-year DOS veteran.
I know my way around a PC.
However, I have a professional practice and do not have time to screw around with your product.
Your product destroyed two useful systems.
Neither my clients, my suppliers, nor myself trust your product to deliver what was promised and view this software as a threat - not a help.
Fix it!!!
Good luck "restoring" confidence in your product.