True Image Home 2010 v7046 BSOD

Hello Ian,

We're really sorry for the difficulties you have with our software.

I'll do my best to help you and resolve the issue, but I need some additional information from you in order to investigate it thoroughly.

Please collect the following information and attach it to your reply to this thread or send me a Private Message with it.

1. Windows mini-dumps;
2. AcronisInfo tool output.

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

You're not the only one. I also got BSODs with 7046 and I too am running Win 7 - 64 Ultimate. Since I've already gone back to the previous version, I can't remember all the specifics, but I do remember that I had issues installing 7046 and later uninstalling it. Problems such as a file already in use and stuff like that. Then installing the older version after unintalling 7046, starting up the older version and being told that the System has to reboot because True Image Home found an older version on the system. Huh?

But here's the kicker. I didn't recognize the initial connection to a USB thumb drive, but after uninstalling 7046, and before I could successfully get the older version to install correctly, I couldn't get my PC to load ANY usb storage drivers. Either for my usb card reader, or a usb thumb drive. I tried everything I could find in any forum -- didn't make the connection that this could be related to True Image Home. Then I was successful in reinstalling the older version of True Image and thought to try the usb storage drive again. This time the drivers installed properly and I was back in business with both my usb storage and True Image.

Looks like you guys have some work to do with respect to usb storage and BSODs.

Hello all,

Oh, hey, thanks for the quick response and the offer to help. It is a credit to Acronis that they monitor the forums so well.

However, like I said, I've already backed my install to the previous build and I don't, as a matter of practice, intentionally introduce BSODs into my production system. I'll leave that for your beta testers, thanks. Also, I'm waiting for you guys to fix the "non stop backup" issue a lot of us are having. I'll try updating the build again when that is resolved.

I'm still a relatively happy Acronis user, I was just trying to pass along some info that I thought might help.

Thanks again!!!

Hello Mark,

Thank you for your response.

Certainly, I understand your anxiety in this matter, BSOD is very dangerous thing. However, we were able to obtain the necessary files from  another our customer, and I hope that we will find the exact reason of the issue to improve the code. 

Unfortunately, the Nonstop backup malfunction is under investigation now, I am unable to provide you with an approximate time frame of the resolution.  

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

I've also experienced a BSOD in Windows 7 (Professional) x64 whilst Acronis is backing up, in my case it was backing up to an external USB device and the error was APC_INDEX_MISMATCH.

--
Dan

My BSODs would appear to be related to ProcessExpolorer, the backups run fine when it's not running, and the latest memory dump I have crashed in procexp :-(

--
Dan

Hello,

I have a different situation but also reproducible BSOD with Nonstop Backup running. When I open a PDF file (it is actually sufficient to select it only in the Windows Explorer) I see the blue screen within less than one minute, but not immediately. The system is stable with Nonstop Backup switched off; other software, memory sticks so far did not interefere with the nonstop backup. No problem during ordinary backup tasks.

My configuration:
Windows XP SP3 with all updates
Acronis True Image Home 2010 Build 7046
Adobe Acrobat 8 Pro (Version 8.2.2)
Kaspersky Internet Security 9.0.0.736 (crash occurs independent of it)

I am looking forward to get comments/suggestions. Thank you.

Hello all,

Thank you for posting.

To find the exact reason of the BSOD we need the information requested from Mark in post #3:

1) Windows minidump files.

2) AcronisInfo file. 

Daniel,

I assume you are using the Sysinternals utility. Please make sure that you are using the latest build available for now (and the latest build of Acronis True Image Home 2010 as well). If yes, please obtain the files mentioned in  post #3 and send the files via  Private Message with the reference to this thread.

Please note that all issues should be troubleshooted using the latest builds of the programs. 

mama323,

Please send the required information via  Private Message. 

We are looking forward to hearing back from you at your earliest convenience.

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

Hello,
I haven't seen anything further since the last post on May 4th. I too started getting BSOD immediatly after installing, and I started with version 7046. I use Win7 Ultimate 64. The issue for me is always related to the Non Stop Backup, which is the reason I purchased this software. I've never experienced a single crash before installing this software. I have tried external USB and esata. I have a hard time thinking ESATA can be the problem since it's simply a cable attachd to a standard inernal sata port that plugs in externally. I've also had it crash using an internal Silicon Image SATA RAID5 card to an external enclosure to a pass through disk. I was able to perform a full backup without Non stop backups successfully.
Was anything resolved using other people's mini dumps and acronisinfo files? I'd love to get this working without jeapardizing my system which BSOD will likely end up doing. Please let me know.
Thank you.
Dan

Hello Dan,

I'm really sorry for the delays with the response, but our developers are still trying to fix the issue.

Of course, AcronisInfo and dump files from you were of a great help, we do appreciate it.

Once we have any news from the developers or QA, we'll surely let you know.

Once again, we're really sorry for the inconvenience.

Thank you.

Hello all!

Thank you for your patience and for cooperation!

I'm glad to inform you that our Development team managed to find the cause of the issue and create a fix for it.

The problem was caused by crash in snapman.sys. This is reported to be fixed in the next releaze, and for current version we have updated snapapi drivers. I will send you the fix in a minute via PM, please, let me know if I missed someone and someone didn't receive my message.

This issue is very important for us, so we would highly appreciate if you could kindly get back to us and let us know whether this fix worked for you.

I will be looking forward for your replies! Let me know in case the problem is still present - we will find another solution.

Thank you in advance for cooperation!

To Moderator. I am running TI Build 7046 on Windows 7. It was fine for some weeks and has now started BSOD every time I try to turn the non-stop backup on. NSBU seems to be switching itself off. Can you please give link to fix you mention or confirm the build 7046 (most recent build shown on your website) now contains the fix.

Hello Ray!

Thank you for finding time to report about the issue, I really appreciate it. I will surely be glad to provide you with the fix.

I'll send you the link to the updated SnapAPI drivers via PM in a minute. Please try this solution and see whether it resolves the problem.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

Dear Acronis Management

I completely unistalled TI using Revo Uninstaller and then installed a comletely fresh latest download version of TI and applied the SnapApi drivers update Yana kindly supplied link for. All this made no difference. The program loads well enough and I have had no sign of BSOD from working with Non-Stop Backup. The problem now is that the program stalls unexpectedly (freezes for long periods) from a range of pressed buttons (eg even when trying to take a straightforward image of a drive). I feel you are (like other vendors I could mention), trying to build too much in and the bloat takes over.

I am going back to an earlier version which I know works perfectly for the main function of safely backing up drive images and wait until the complaints on the forums and elsewhere die down when a new version is produced which just works.

I, like other users who have used your software very successfully in the past, have not the time to act as a beta tester for a 'release' with this many problems.

Ray

Dear Acronis Management

I cleared version 7046 of TI from my computer to every last trace (as your uninstaller left quite a lot behind in the registry), I re-installed version 6053 downloaded from your website. It installed with no difficulty (except having to enter two serial numbers from my records) and is now working again perfectly and unobtrusively, with non-stop back-up on and some scheduled tasks working.

Conclusion - you have somehow destabilised TI with whatever new code you put into 7046. Programmers need to look at all the changed code sequences.

I would withdraw 7046 from your map until you have it cracked. Reputation depends on things working without the hassle of this failed update.

Ray

Any updates on the Nonstop Bluescreen issue? I have exactly the same issue. One would think by now there would be a FIX

Bump. Me, too. Very occasionally, I can get NSB to start after it stops, but most of the time, I just try to restart the whole system --- faster than letting the BSOD handle it.

And, yes, I do have "7,046" installed.

I regret to have to report that I have gone back to Storage Craft ShadowProtect, which works flawlessly and does not try to be 'all things to all people'. Having achieved the (very difficult) task of clearing all traces of Acronis from my PC completely, that is where it will stay.

I don't expect any fixes to ATI2010 knowing that we're getting really close to the release of the next version. Acronis has a tendency to do that. We're just cattles in a slaughterhouse.

Having the same issue with ATI 2010 Build 7046 and Nonstop Backup.

My system: Windows 7, 32 Bit

May I also get the fix, please?

Thanks in advance!
Stefan

Good greif, somebody needs to organize these threads! This BSOD issue must be in 15 different threads now.
And as I posted elsewhere after a clean install of 7046 (Aug) with immediate snapapi update the BSODs continue. I have NSB turned off, and no TI scripts running so I can get some work done.

I'll join in with this: new install of 7046 which BSODed on first reboot after install. The BSOD occurs just after I log in. Complaint of tdrpm258.sys. I'll attach reports as I've seen requested. I didn't have a mini dump (IT had a kernel dump enabled), but I've attached a zip of the kernel dump anyway (MEMORY.7z). Had to use 7zip instead of zip, as the size was too large. renamed the file to .zip to satisfy the website.

AcronisInfo was still running as of this writing - despite the promise of taking up to 5 minutes - and it's late, so it will have to wait until tomorrow, sorry.

[edit]
forgot to mention: I got around the problem by asking windows to boot my last known good configuration.

TDRPMxxx.sys belongs to the Try and Decide component.

Disable T&D Service in services.msc, reboot and see if you still ahve the problem.

Hello,
just for information: the problem I reported on 01. May is solved in True Image Home 2011. Non Stop Backup of this version now is stable on my system.

With kind regards, M.

mama323 wrote:

... in True Image Home 2011. Non Stop Backup of this version now is stable on my system....

Thanks; that is encouraging.

Still trying to decide if True Image works for me on a subscription model. By which I mean having to purchase a new version (and worry about newly introduced bugs) to get more than one sadly incomplete round of bug fixes for the version I bought a year ago.

The new functionality list for 2011 seems pretty slim compared to 2010, so maybe it's worth the risk to upgrade and hope they haven't killed it elsewhere. Definitely need to read the forums... and maybe see what EMC, Symantec, and others have been up to in the past couple years I've been alternately fighting and praising Acronis.

I noticed a post by Andrey of Acronis in the sticky nonstop backup thread where he says the NSB fixes in 2011 are planned to be released (no ETA) in an update for 2010. That would be a welcome thing, indeed. I have no idea whether any other fixes exist or will be backed into the 2010 version.

Because of some problems with Windows backup on my USB-connected WD My Passport Elite HDD, I have recently reloaded my ATI Home 2010 on my HP dv9829us laptop under Vista x64. I had to update from Build 5033 to Build 7046. I tried the NonStop Backup on the WD USB HDD, but it failed, allegedly because of some bad sectors on the HDD. I have tried to use my USB external newly acquired Seagate Free Agent GoFlex Pro 500 GB HDD (to replace the possibly damaged WD My Passport one) as the repository for a NonStop Backup. Regrettably, the process has failed each time, with an "error while retrieving storage information". I have tried some of the "solutions" suggested in some of the FAQs, but without success. Having read through the entries in this thread, I am somewhat dismayed, although I acknowledge that the systems are Win 7 (no Win Vista) based! I am attaching an MS Word document which provides my best attempt to capture the essence of my unpleasant experience. I will be very grateful for any help which can be offered to resolve this difficult situation (no backup for many days). Appreciatively, Bruce

Bruce,

I've reluctantly given up on ATI Home. Note that 2011 seems to solve the non-stop backup problems and may be the best solution for you. For my part, I found the decision to have 2011 prevent shutdown of my notebook while a backup task was running to be unacceptable, and I didn't want to have the whole ATI 2011 package installed just for the nonstop backup.

I am currently running Genie Timeline Pro on my main computer and have their free version on another. (The free version is less configurable and requires you to manually free space on the target drive when necessary.)

I've also switched to just plain old Windows Backup for scheduled full-disk backups. I was delighted to see that these nightly backups I've been doing to my NAS are actually keeping old versions. I hadn't expected it to do that. (Windows 7 Pro x64; the home version backs up only locally.)

If they had actually made NSB in 2010 work in a timely way, I'd still be an Acronis customer. Purchasing Genie Timeline cost more than upgrading to 2011, but Genie doesn't seem to be compelled to change how their program works -- and introduce new issues -- every year. After three versions of ATI, I could go for that.

Hi David:
Thanks for sharing the information on your experience. I had been using Windows Backup to my USB WD My Passport Elite, before the likely glitch in the integrity of the external HDD caused Window Backup process to fail. Of course, the ATI NSB process also failed, but I could not determine whether the root cause was the loss of integrity in the WD External USB HDD or the ATI NSB program itself. Based on your experience and advice, I will revert w Seagate USB HDD, hopefully with success. However, I still am hopefull that an Acronis tech representative will intervene in this thread to provide some better news on ATI 2010 progress in resolving the NSB process! Appreciatively,
Bruce

David,

Just out of interest, why wouldn't you want a disk imaging program to delay a shutdown if it is still imaging the disk? If it did shutdown at this time you'd be left with an unstable or non working backup image.

Thanks for asking, Colin.

I spend a lot of time working away from my desk/dock sitting in the car while our child is at various activities. I tend to be working until the very last minute we have to leave and I want to be able simply shut down and go without having to open up a GUI and cancel a task that might or might not be running. With no cancel button or even a status bar to say how late we'll be, ATI 2011's shutdown behavior is simply not acceptable for the way I work. I did sometimes have to clean up incomplete pieces of backups from 2010, but it had improved in that regard since 2009.

I had ATI Home 2009/2010 scheduled to back up just my critical work files every 175 minutes because I felt like I would be willing to redo about 3h work (175 instead of 180 so it wasn't always at same point in an hour). ATI Home 2011 dumbed down the scheduler so I had to change that to every two hours, but I was willing to live with that. (I did full backups at 1:30 AM to a USB drive, and to a NAS on the weekends.)

In my opinion, when backup software receives the shutdown signal, it should cancel itself quickly, not put its foot down and say "no, I own your computer, not you." I can see where for a desktop in a managed environment, you'd want it to finish. Couldn't they have just added one more option to the job settings? For example, "If computer is shut down [or restarted] during task, () prevent shutdown until task completes, () immediately cancel task and shutdown, () ask user (continue while displaying cancel button and status, shutdown when complete or canceled)"

One reason I went with Genie Timeline is because it handles the absence of the backup device very well, simply continuing to make its list of changed files and then resuming the backups when you're reconnected. ATI Home 2011's nonstop backup complains by flashing the task notification, and not just flashing an icon, but actually inserting and removing it from the set of notification icons so that everything jumps around and it's almost impossible to click on it.

Bruce, I just remembered that at least the 2010 version had an option in the job settings to slow down the rate at which it would write to the drive. I think I remember reading somewhere that dropping it down to 99% could help phantom USB and network driver errors -- you're still likely to saturate the connection; it just makes Acronis not hammer it so hard. I did try skimming your document a couple of times and I didn't notice whether this was something you tried.

I also have had trouble with external USB drives. I'm currently backing up to an external "drive" that is actually one of those dock things where you drop in a bare drive. With those external drives, it seems there are three insufficiently reliable parts: the disk drive itself, the USB/eSATA bridge circuit, and the power supply. I've seen all three go bad, and being able to mix and match really reduces downtime.

David,

Whilst I still think you are courting danger inasmuch you may not have a recoverable image when you want one, there is a workaround other than changing the time a task starts, which would be to have hybernation enabled on the laptop and hybernate on lid closure rather than shutdown. this would cause TI to suspend (I agree a pause option would be nice, ABr10 doesn't have an explicit pause option, but will pause if there is a problem and continue when the problem is resolved. ) it's operation.

You could then have a TI shut the laptop down when finished if you so wished, except it is bound to attempt that when you actually want to use it, so having TI running a shutdown script, which you can cancel would solve that problem.