Full C Drive backup causes BSOD

This is due to a problem with the installation of the low level drivers

Try to repair install 2012 (rerun the installer). If this doesn't solve it, uninstall 2012, run the 2011 cleanup utility, reboot, install 2012. Reboot a couple of times.

Prior to reading this I uninstalled 2012 and reinstalled my previous version and it ran the full disc drive back up with no problems so, yes the issue is with 2012. ADDED: I used the 2009 Clean Up utility and will now re-install 2012. I'll let you know how it goes...

I reinstalled, rebooted several times, performed another 'Repair Installation' and rebooted several more times. Now I'm getting this error

The 2011 Clean Up Utility? Where would I find this utility?

Here: http://kb.acronis.com/content/14871

You can also in addition look for Acronis entries in the registry and delete them manually.

I have now uninstalled both 2009 and 2012... cleaned my registry of all Acronis entries using both the 2009 System Clean and manually editing the registry, did a clean install of 2012, rebooted several times, tried again to run a full disc back up and again, got the BSOD. I shall run a repair installation again and if that fails I'll uninstall it for the 3rd and final time to await the issue of a new build. There's something wrong with this particular version and all my error reports have been sent to Acronis Support.

ADDED: I've re-installed and re-booted several times, started the backup service and selected 'My Documents' as it's first task. It has been hung at 97% completed now for about 45 minutes. This is going from the ridiculous to the sublime... one issue after another it seems...

In this build, when you select only documents, for some reason, it actually backups up a huge number of other files (you can check: the backup file becomes much bigger than the documents folder).
I solved that problem by creating a new category pointing at my documents folder.

Installing various versions of TIH and using various cleaner versions is not going to leave your system in a known state, which makes it more difficult to pinpoint what and where the problem is.

What is the BSOD error code that you get?

The problem probably is as Pat L says one of the low level drivers, the entry being left in registry and pointint to the wrong driver. The problem is that 2009 and 2012 put their upper filter drivers in different places in registry and in 2012 one of them has been renamed.

If a final repair install doesn't solve the problem, I'd either raise a support ticket or use Chat or set about manually removing the registry entries, which isn't advisable as your whole system could then be jeopardised.

The BSOD just flashes before the machine reboots - no time to see an error code... I've repaired the latest installation and things seem to be coming around... having said that, I've yet to try the full disc back up. It has successfully (albeit extremely slowly) backed up my digital pictures (42 gigs) but hung up when I select the Email back up... it got to 97% and hung there for about 20 minutes until I cancelled the operation and had to reboot as the program was unresponsive. It did the same with the 'My Documents' back-up except it only got to about 70% before it also hung and I had to reboot... at least I'm NOT getting the BSOD anymore. Stay tuned - it's almost the end of the day for me and I'll try again tomorrow to see if it'll execute my tasks a little quicker.

When I uninstalled 2012 and re-installed 2009, I did a full disc drive back up in about 20 minutes... 160 Gigs... It seems all the software companies ship out software for 'field testing' these days ... us being the guinea pigs, and rely on our complaints to get it working right... le sigh...

Well, I just tried the full disc drive back up and even before it started the process and while calculating the time required, I got the BSOD again. I'm done with this... gonna ditch it and revert back to my older version.

To see the error code, right click on My Computer on your desktop, choose properties > advanced system settings > advanced tab > Start up and recovery Settings > Uncheck restart the computer.
Apply the 2011 Cleanup utility to 2012 and then reinstall 2012. That might solve your issue.

With the exception of reading the error code, which on a LOT of occasions can apply to a number of issues, I have done the rest, twice in fact, and I still get the BSOD whenever I try to back up my system disc. Not to mention the fact it takes almost 3 times as long for it to accomplish tasks that my previous version did, if it finishes the task at all without getting hung up and causing me to reboot.
Nope - not gonna screw away another day on this software package. As it stands right now, I've uninstalled it, run the cleanup utility, re-installed 2009 and everything works. I've run all the tasks successfully using up one third of the time it would've taken 2012.

I'll wait til they issue a new build and try it again. Go to the Support page and you'll see they're swamped with all the issues from 2012 and ANY request for support will take extremely long... seems like they may have jumped the gun on this one and released it WAAAAAAY too early. I'll only be a 'beta tester' for so long before I need to get on with my work. I'm not using a bizarre combination of software and hardware - I've built hundreds of computers and all my hardware play nice with each other and my software? It's been around for years... Windows XP Pro, SP3. All other previous versions of TIH have worked flawlessly on my system so imho it's not my machine nor it's configuration.

Well, I just installed the TIH 2012 on my i7 pc using Windows 7 Professional as it's o.s. and after doing the install, I rebooted twice and then did a 'repair', then rebooted twice again and lo... it hasn't given me the BSOD on this machine... mind you, 45 minutes ago it started the full disc back up and has yet to progress beyond the 'calculating' stage... so I stopped this process, rebooted, and started the full back up again and yay! It still hasn't progressed past the 'calculating' stage of the backup process...

This product is not worthy of the name.... software... so I sent in a complaint via the official 'complaint' page on the Acronis website and guess what? I got an email right back saying that I sent the email to an unmanned address and that it will not be received! I just used their web email... I'm beginning to lose a little faith in this organization.

When you do the backup, you should check that the system tray is actually showing no progress and that the archive file doesn't get bigger. There are some cases where ATI's progress bar doesn't work: the bar remains empty, it says "calculating" but the backup is actually going on. Check the system tray icon pop-up when mousing over, or the size of the TIB file to see if this is the case for you.

Hello all,

Thank you for all your posts and your kind help.

Mike, let me provide you with additional assistance please. The reason for the announcement on our Support page is due to a large volume of upgrade requests. We provide immediate response via chat and 3 days for e-mail response for Standard Support options. Please check this link for additional information.

From your description of the issue it appears to be caused by a malfunction of Acronis low-level drivers responsible for disk operations.

I would recommend to get in touch with our Support team so that we can investigate this problem.

Please include the following diagnostic information:

1. AcronisInfo report.

2. Windows Memory Dump.

3. SnapApi logs (requires a private link I will follow-up via a private message).

Please let me know if you have additional questions.

Thank you.

I checked the system tray and progress was 0%... for 45 minutes...

I went to the support page and they said they were extremely busy due to all the (unexpected) volume of calls for support and that it might take days to get hold of someone. I sent Acronis my error log but not the memory dump. Like I said in my previous post and due to the 'unexpected high volume of calls for support, this version of of TRIH is obviously flawed. I have all the confidence in the support teams that'll eventually issue a fix in the form of a new build and that is what I'll wait for. I'm not abandoning the program as I think it's perfect for what I need when it comes to backing up my pc - just not this version. I've used various version of this since version 9, then 10, then 2009 (which is what I'm now using since 2012 has issues that I don't have the time to deal with). I'm usually pretty good at troubleshooting software issues but I'm a little short of time these days as various projects need to be completed with the next week or so.

Thanx to all for your input and suggestions but they all seem to be the same, 'do a repair, if that doesn't work, uninstall it, run the clean up utility then reinstall 2012 and reboot a number of times' - even starting a support request would likely get me the same initial response and quite frankly I don't have the time to keep uninstalling and re-installing faulty software. Lower-level drivers? That maybe the issue - but why did they change them in 2012. I went through my registry (took over about 60 minutes) and manually deleted every reference to Acronis which SHOULD have taken care of some driver that might've been re-named as someone suggested. The fact that it took 40 to backup my email accounts and then got hung at the 97% done with one minute remaining speaks volumes about how poorly this software works when the same task is accomplished in less than 10 minutes with 2009. Should I try loading this onto an old Window 2000 Pro computer I have sitting in the basement in mothballs?

I'll wait for the next build thanx.

Here is the generated acronissystemreport from the Win 7 machine... like I said, it hasn't crashed the pc, it isn't even hung (as in not-responsive) as I can cancel the event anytime and close the program so there will be no minidump or userdump... it just doesn't do anything beyond 'calculating'...

mike

Well well well.... I again tried to back up my C drive on the Windows 7 machine and the last 3 times I tried it, I let it run for about 45 minutes before cancelling the event... I started it again about an hour ago and checked the taskbar icon and see that it's now 2% done!!! The estimated time of completion is 1 day, 8 hrs and 45 minutes! What the heck??? This is just getting weirder and weirder... I'll let it run and see what happens...

oh wait... it has just notified me that unless I stop the 'IndexService' using the task manager it can't continue and will terminate as some .dll is being used by Windows... I've stopped the indexing service... this is almost laughable...

Alas - again, it fails to back up the Win 7 machine... something about the MSS.log and a number of other files... I've attached the new error log.

And now to make matters worse, it won't even let me uninstall it from the Windows 7 machine. First it says I don't have sufficient priveleges to uninstall it when I use Add/Remove programs and when I start the executable and select the option to 'uninstall' it instantly tells me that it is uninstalled and that I need to reboot my machine to complete the removal.. which I have done several times - it's still there. Nothing uninstalls itself that quick - especially a program the size of Acronis... So i tried the 'Modify' option and I get another error saying that there was a problem with the msi file... I'm pulling my hair out here. Here's the error log... I'm trying the 'Repair' option now...

Try right clicking on the installer and selecting 'Run as Administrator' and then select the uninstall option.

You other logs shows that either the snapshot driver (snapman.sys) isn't installed correctly or that as you mention Windows is locking the index searching utility and not allowing 2012 access.

I know you've labled the task as a 'full c backup', are you using a full disk image or single partition option for this?

I selected the 'Disk and Partition Backup' from the top left of the opening Acronis Screen and selected the backup in 'Disk Mode'...

I also tried to run the executable as 'Administratror' - still NO luck uninstalling it...

LOL - I've had to go into services and disable the nonstop backup service that was running constantly along with the scheduler and monitor... no matter what I try I can't uninstall 2012 from my 17 Windows 7 machine... either it says I don't have enough priveleges (even tho I AM the Administrator and only user on that pc) or it tells me it HAS uninstalled it - but it really hasn't. I've tried running the executable as the administrator and selcted 'uninstall', 'repair' or even 'modify' and nothing... nada... zip. It won't back up and it won't uninstall. I can't even delete the Program Files folder it's in after disabling all the services it's running. Now that's it's just effectively taking up space on my Windows 7 pc I'll just wait for tech support to issue a new build or something... It's been a while since a piece of software has defeated me but I'm throwing in the towel on this one. I can send you all sorts of screen shots and error reports ... maybe tomorrow...

I had an uninstallation problem similar to yours with one of the betas', that turned out to be because the uninstall files hadn't been installed in the first place.

I'll have to look up my report to see what I did to solve the problem.

well - i'd appreciate that Colin... very very much...

I just checked the Acronis/TrueImageImage folder and the Uninstall.exe file is there...

Here are some snapshots of the two folders on my Win 7 machine... have a look and see if there's anything missing

Mike,

Did you try the 'run as....' on the actual uninstaller exe?

No... I'll try that now...

I just tried running the uninstaller as administrator and it told me instantly that no True Image components could be found.... when clearly they are all there and listed in the 2 folders (TrueImageHome + Common)

well - guess what happened? After not being able to delete/uninstall the existing version of 2012 from my windows 7 machine, in frustration I considered that perhaps the original file I downloaded upon purchase was somehow corrupted in the download process. So I went back to 'My Account' and selected the 'download' option from my recent purchase. I downloaded the executable, installed it and lo... it friggin' worked! I was able to complete a backup of my system drive in an appropriate amount of time (considering it's size) without handing, without crashing my machine, without ANY issues...

I guess this has solved the issue... thanx to Pat, Colin and Anton for your suggestions. I'll still wait for the next build tho as I haven't tried this on my XP Pro machine yet and THAT'S the one I was getting the BSOD on...

Well, I got an email from Mathasa (or something like that - Acronis Professional Support) and she told me to uninstall all versions of Acronis the run the 2011 Clean Up Utility - which I did and when I restarted my computer I get the BSOD repeatedly. Won't start in Safe Mode, won't start in 'Last Known Good Configuration' mode... here's the error: stop: 0x0000007B (0xB84C3524, 0xc0000034, 0x00000000, 0x00000000)
I googled that error and it all points to a hard drive controller that has been corrupted... during the cleanup utility? It has to be related as the computer was working perfectly until I ran the cleanup utility and re-booted.

Any suggestions?

Not a hard driver controller, but low-level drivers like snapman that are still marked as required for boot in windows registry, but were probably deleted from disk.

Mike,

If you feel happy with using DOS style command line entries and you have a W7 repair or install DVD to hand, you could edit registry settings and see if the snapman entry is still there and remove it if it is.

Of course the 2012 cleaner has now been published, which is too late now for you to use.

If accessing registry from the command line is something you prefer not to do, there are utilities that allow you to boot from a CD or USB stick and have a graphical registry editor. I don't know if there are any free ones available.

This has happened to my XP machine and I can't boot to anything... I was advised to remove my existing version of 2009, then use the cleanup utility and then install the Trial Version on my XP machine. I got as far as using the cleanup utility then after it rebooted my machine nothing has worked. I tried to do a repair using my Windows XP Pro disc and even that failed... I have since purchased a new HDD and am using my rescue media to restore the image my 2009 version had created 5 days ago... I will of course have lost everything I'd done since then but at least I'll be able to get it running.
How the hell can I prevent this from happening again? Why are the 'snapman' entries so friggin' wonky? I'm not afraid of editing the registry manually and have done it hundreds of times... where do I find this entry once I've restored my 5 day old image?

So far, 2012 has been nothing but a HUGE headache for me.

Well - it was just a matter of time and now my Windows 7 machine is caught in the never-ending loop of BSOD's... I was able to successfully create a full system disc backup 3 days before this happened but I am totally not getting how to restore that back up... I use the rescue disc I created when I loaded 2012 and it starts the loader but when it comes to selecting where to put the different partitions I am totally lost... what I need are explicit instructions using everyday terms on how to solve this. The backup file is on an external USB3 drive, the target drive is the only other drive in the machine but Acronis recognizes the USB external HDD as 'C' and my existing drive as 'D'... when I select the backup it then asks me about the MBR (?) and other stuff that I have no idea but still hafta select a location to put these...

I'd appreciate someone walking me through this 'restoration' of my hard drive.

I probably screwed up the recovery process as it's been sitting at "1 of 4 - Recovering MBR" for an hour now. The light on the USB3 drive is flashing but that's about the only activity.

If you restore to the same disk the steps are very straightforward.

The only caveat is that the drive letters you see when running ATI on the CD are not the same as the one you see in Windows. This is not something to worry about. Just make sure you look at labels and other disk information to find your backup on the right disk and restore the right disk/partitions to the right disk partitions.

I am assuming here that your disk and partition backup is containing *all* the partitions of the disk you want to restore, and that you have not changed the partitions since you backed up. If you did let me know.

- boot your computer on the recovery CD,
- after ATi has started, it might show the right backup in the UI. If not, click on browse, select the backup, now it shows.
- right click on the backup and choose restore,
- choose to restore entire disk and partitions,
- in the right panel, check the box at the disk level (this is now the disk that has been backed up). This will select all partitions and the MBR+Track0,
- select which disk you are restoring to (make sure you select the right one!)
- no need to include the disk signature since you restore to the same disk.
- proceed. Voila!

Pat... it shows nothing when I right click on the backup... the only thing that is active is the 'Next' button...

After I select the disc level and thus highlight the MBR, NTFS (Unlabelled) and NTFS (System Reserved) and click 'Next', I am asked to specify recover settings of Partition 5-1, Partition lkocation (required) and I need to select a new location... I click on 'New Location' and I get the 'New Partition location' window with Disc 1 showing 2 levels...
1 - Unallocated 101 MB
2 - NTFS (Unlabelled) 931.4 GB

which do I select for 5-1?

Colin,

tell me where the registry is and I'll figure out how to edit it... I can dig out my old DOS books with commands etc... let me know how to get INTO the registry from the command line and I'll do it...

Mike,

Just bear with me while I make sure we're thinking alike.

1. What BSOD error code are you getting?

2. With your W7 system are you able to press F8 and get to the menu which should offer the option 'to start last known good config'?

3. With the images did you make a full disk or a partition only image - this is even more important as far as restoring the W7 machine if your install has the separate system 100MB partition.

4. If you have made a complete disk image, then you only need to select recover image, you don't need to prepare the disk, which is where I think you might be at the moment - it's a little hard when of course I can't see what you can see.

5. Is your new drive the same size as the old?

6. Did you give your drives/partition names when running in Windows, as Pat says, Linux shows your drives differently and the best option is to go by the labels that have been given to the partitions.

7. If you are seeing HDA 5-1 then you are looking at drive 1 partition 5 which doesn't sound at all correct.

1. The BSOD Error code is STOP: 0x00000007B (0x80786B58, 0xC0000034, 0x00000000, 0x00000000)

2. I am able to select 'Last known good configuration - tried that and it still went to the BSOD

3. When I installed Win 7 Pro it was a clean install so when I created the backup I selected the 'C' drive by putting a check mark in it

4. I don't it was called an image as I don't 'have' an image to select to recover, just my full 'C' drive

5. The drive I'm trying to restore the backup to is the same drive I made it from

6. No, I let windows assign drive letters only

7. ??? ya got me

y'know... I don't think it matters WHICH way I try to restore (either Full Disc/Partition or Files), as soon as I select 'Proceed' I get a total lock-up... nothing works, the mouse/keyboard freezes and the progress bar never changes... the HDD light doesn't flicker nor does the light on the USB3 External HDD that has the backed up file...

Mike,

It looks like your big unamed partition is your user partition. Typically this is the c:\system partition. Did change the name?

To verify what you have in the backup, mount the archive instead of restoring it. After it is mounted, inspect it and verify this is the partition you want to restore.

If this is correct, restore that partition only, the new location being the corresponding big NTFS partition. Withou rebooting, restore the system reserved on its target, then restore the MBR+Track0.

Does this work?

Mike,

Your answer to #4 has confused me, if you don't have an image, what do you have?

Do you have on an external or second internal drive a tib file that hopefully contains your C: partition?

Colin,

I meant, I don't know if I have an image... unless what I have is called an image... it's called 'Full C Drive.tib' Is that an image? It's almost 266 GB's. It is stored on an external HDD (USB3)

When I installed 2012 the first thing I did was create a backup (image???) of my entire C drive onto the USB3 HDD and scheduled it to run every 3rd day ss it was taking so long to create the back up. Sure enough, on the 3rd day when the next back up was supposed to be created, I turned on the computer and it started looping the BSOD - so all I have is the first full back up that I created...

It would appear that the 'back up' process using the rescue media doesn't work as well... I selected about 4 gigs of data to back up and the progress bar hasn't moved in 20 minutes... looks like I'm destined to take the hard drive out, slave it to another machine and manually copy/paste them to another hard drive, then reformat the hdd and do a clean install of windows 7... reinstall 2012 and see if I can then restore the 'C Drive.tib' file I have on my external USB3 hdd... this is gonna take a day or 2

hang on.... somethings happening here... THIS time I selected each part one at a time... the MBR recovered, the small partition for the 'System Reserved' (100 MBs) recovered and now I've selected JUST the C drive and it seems to be recovering... it says another 55 mins and the progress bar is actually moving... I'll hafta see what happens in the next 55 mins... cautiously optimistic???

nope - it got to about 45 minutes left and automatically rebooted... now I get the error code 0xc0000225. I used my Windows 7 disc to do a repair, the repair failed so I did a 'System Restore' and it claimed it was successfull but I only had ONE restore point (yesterday) to pick from so it restored it to it's BSOD state.... so, I'm back to 'the BSOD loop'... gonna hafta try and edit the registry to delete those Snapman entries...

Hmm. I am beginning to suspect a hardware issue. There is no reason why ATI would reboot during the restore except for a disk or memory issue.
Can you validate the backup before you restore? This would help use verify this is not some memory issue or some backup disk issue...

If it doesn't validate, could you move your backup to another disk (smaller than 3TB) to make sure this is not a backup drive issue. Also run memtest86 to verify the memory.

Then we would be left with motherboard/disk issues.

how do I validate an existing .tib file?

Pat,

I tend to disagree about this being a 'hardware' issue... I know hardware can fail at any time, even newer parts but I built this (and every machine I've ever built) using only top of the line parts that ALL have been tested to play well with each other. When I'm at the 'What To Recover' section of the restoration/recovery process I have 3 options of WHAT to recover. They are...
1 - PARTITION Column ->NTFS (unlabelled) (C:) FLAGS Column -> Pri CAPACITY Column -> 931.4 GB USED SPACE Column -> 285.9 GB NTFS
2 - PARTITION Col. -> MBR and Track 0 nothing after that in any of the other columns
3 - PARTITION Col. -> NTFS (System Reserved) FLAGS Col. -> Pri,Act. CAPACITY Col. -> 100 MB USED SPACE Col. -> 24.64 MB NTFS

It should be noted that my first option called NTFS has a 'yellow' star and the 3rd option called NTFS (System Reserved) has a 'green' star on it...

Also, when I select the Full Disc.tib file from the external HDD it has only THREE of the FIVE stars highlighted in yellow... when I restored my XP machine 2 days ago from it's 2009 'Full Disc.tib' file - it was 5 out of 5 in yellow... so I'm thinking the .tib file on my external hdd is not so good... maybe incomplete/corrupt even tho I checked when it was completed - it said it completed successfully. If it has problems, Acronis usually says, "Completed but with errors"

I never pay attention to the stars.
If you can validate the TIB file on your HDD and or mount it, there is no reason you cannot restore it except misplacement or hardware issues.

To validate a backup you can:
- in windows, right click on the TIB file, choose archives, validate,
- from the recovery CD, right click on the TIB file, choose validate.

Just to check, we are still doing everythin from the recovery CD, right?

yes we are and I get nothing when I right click on the .tib file... it's apparently not an option. Perhaps my recovery disc is corrupt - it was made, after all, using a not so perfect version of TI 2012... just a thought...

I am doing nothing in windows... everything is either from the command prompt (using my Windows DVD) or from the Rescue disc.

I just finished running memtest... memory's okay.... gonna take the hdd out and slave it to my XP machine and run chkdsk /r

Update: I've just pulled the win 7 hdd out and slaved it to another computer... it's a 1TB Western Digital but it only shows it as only being 100 MB's in size and the drive is called, "System Reserved"... it's apparent that the 930-odd gigs are not showing as the partition for the 930-odd gigs is missing... now I ask... how do I create that partition?

But when I look at it using Disk Management - it shows the 930-odd gigs as 'Unallocated'... should I just create a partition there and then retry restoring the 'full disc.tib' file to that partition?

too late... already created the partition as the data that WAS on it gone now anyway... retrying the 'restore' function with the rescue disc

If your recovery failed, it is not surprising you are left with unallocated space where you were trying to restore.
You would have to restore the unnamed C: partition to this unallocated space. No need to create a partition before Acronis restore to that partition.