True Image "stopped working"

I'm havingthe same problem and much the same history. TI 2010 worked fine for awhile. Tried it tonight and no go. Get the "True Image has stopped working message." Tried installing the build 7046 over the previous version, but same thing. Uninstalled and reinstalled with same result. All this with Norton disabled.

System is Win7 64 bit Dell with i5 processor. Have been using TI for 6 years and have recommended it a lot, but the past year has seen a significant decline in quality. Thinking of looking elsewhere.

Robert,

Would you confirm which version and build of TI you are using?

To both Posters,

Is this a manual or scheduled task that has ceased to work?
Is it complete disk or partition images or files and folders backup?

If you click the drop down box that accompany's that message what error code does Windows offer? Are there any Acronis Events listed in Windows Event Manager?

There were some W7 security updates last week, did TI fail after these were applied or before?

When the problem first occured, the prior version of TI 2010 loaded. It allowed mounting a volume of a Win7 backup I had made a few weeks ago. When I attemted to make a backup is when the crash occured. After reinstalling, things just got worse, with the crash occuring as the program started up.

When the crash occurs, there is no error code or anything other than that irritating effect where the window gets pale and freezes. A smaller window pops up saying it has stopped working and the whole thing disappears after a short time.

I found the last crash in the event viewer and the text is posted at the end of this entry. I have found the relevant WER files and have zipped them up if you want me to send them. Interestingly, one crash refers to securezone upgrade, even though I'm not using it. Didn't know that I should upload them to the forum as I don't know what private info may be in them.

Even more strangely, I decided to try TI once more before positing this and the the reinstalled new version is working so far this morning, allowing me to start a backup. We'll see if it is successful.

As an aside, the Dell laptop on which I am typing this needed repair a month or so ago from the motherboard dying even though it was only a few weeks old. Before sending it in, I needed to wipe the drive and so tried installing TI 2010 onto my wife's Toshiba laptop (AMD processor and Win7 64 bit). This was the previous version of TI. It did basically what I described above. I was able to use it from the rescure disk to back up the partitions from from the crashed laptop using usb drive adapters. Haven't tried seeing if it would work from Win7 on that laptop since I got mine back, as mine is a lot faster :)

Log Name: Application
Source: Windows Error Reporting
Date: 4/17/2010 10:35:24 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: mobilemike
Description:
Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: TrueImage.exe
P2: 13.0.0.7046
P3: 4bae0824
P4: TrueImage.exe
P5: 13.0.0.7046
P6: 4bae0824
P7: c0000005
P8: 004b14d0
P9:
P10:

Attached files:
C:\Users\bigmike\AppData\Local\Temp\WER54C3.tmp.WERInternalMetadata.xml

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_TrueImage.exe_a4974b9b1882f8d365cff75fba2f8e2ae12f8_17176dee

Analysis symbol:
Rechecking for solution: 0
Report Id: 67cc701a-4a9b-11df-8805-0026b91ea750
Report Status: 1
Event Xml:

1001
4
0
0x80000000000000

6577
Application
mobilemike

0
APPCRASH
Not available
0
TrueImage.exe
13.0.0.7046
4bae0824
TrueImage.exe
13.0.0.7046
4bae0824
c0000005
004b14d0

C:\Users\bigmike\AppData\Local\Temp\WER54C3.tmp.WERInternalMetadata.xml
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_TrueImage.exe_a4974b9b1882f8d365cff75fba2f8e2ae12f8_17176dee

0
67cc701a-4a9b-11df-8805-0026b91ea750
1

Followup to my post of this morning. The backup did complete and I was able to mount the image after.

I then browed the the event log after the backup was done and noticed that there were two MSI Installer warnings before each crash of TI 2010. This pattern occured each time TI crashed. The warnings were not specific as to the application involved, but it's hard to believe they are not connected with TI as no other entries appeared. At the bottom is one of the warnings. I also noticed that when TI ran successfully early this morning, it first gave the warning, but then had an entry saying:

"Windows Installer reconfigured the product. Product Name: Acronis True Image Home. Product Version: 13.0.7046. Product Language: 1033. Manufacturer: Acronis. Reconfiguration success or error status: 0."

The warning and the above message occured twice. I noticed that One Click backup came up first when I successfully ran TI. I cancelled it and ran regular backup, so maybe that accounts for the repeat.

Here is a sample warning from last night when it kept crashing:

Log Name: Application
Source: MsiInstaller
Date: 4/17/2010 9:50:05 PM
Event ID: 1015
Task Category: None
Level: Warning
Keywords: Classic
User: mobilemike\bigmike
Computer: mobilemike
Description:
Failed to connect to server. Error: 0x800401F0
Event Xml:

1015
3
0
0x80000000000000

6447
Application
mobilemike

0x800401F0
(NULL)
(NULL)
(NULL)
(NULL)
(NULL)

Build 7064 but the same problem occurred with a prior build 6XXX as well. This is a manual task, but the program fails to work now. I get a windows had to shutdown the program message. No Acronis events. The problem began after the W7 security updates.

My hope that the problem was somehow fixed was in vain. Just decided to see if I could do an incremental backup to the same folder that I used this morning. TI 2010 starts up nicely and can even look at the prior backup. But, as soon as I click backup, it crashes just like last night. I noticed in the event log the MSI installed could not connect entries.

New this time were entries saying windows installed had modified the product as described in my previous post, followed by an application error entry as TI crashed.

I decided to redo Windows 7 64 bit from the ground up today to get a clean system. Reinstalled Office 2007, Acrobat, and Norton IS 2010. Used the TI Home 2010 7046 iso to create a backup of the Windows partition. Seemed to worked fine, although it identifies the external usb drive as drive 1.

Then I installed that same version of TI into Windows and got the same occurences as described about. The event log first shows a warning:

Failed to connect to server. Error: 0x800401F0

The next entry is information:

Windows Installer reconfigured the product. Product Name: Acronis True Image Home. Product Version: 13.0.7046. Product Language: 1033. Manufacturer: Acronis. Reconfiguration success or error status: 0.

Then there is the error entry:

Faulting application name: TrueImage.exe, version: 13.0.0.7046, time stamp: 0x4bae0824
Faulting module name: TrueImage.exe, version: 13.0.0.7046, time stamp: 0x4bae0824
Exception code: 0xc0000005
Fault offset: 0x004b14d0

I've zipped up the crash dumps from the other day and can send them to support if I get an address.

Hello,

Please accept our apologies for the difficulties you've experienced with Acronis software.

Robert, please collect Dr.Watson crash dumps and AcronisInfo output.

Michael, please also collect AcronisInfo and submit a support request with the gathered information.

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

Thank you.

Guess I'll have to reinstall to run that utility. After the most recent attempt, I did a system restore to before the install. Maybe I can undo it.

I have looked at some other backup programs but still like the Acronis features and interface the best. Have been using it since version 7 I believe.

Now, if you can just get it working consistently :)

There is no Dr. Watson on my computer in the subdirectory you indicate or elsewhere on the computer. I have attached the zip file that was generated and screen shot of the error message I get.

Robert,

Dr.Watson is part of Windows. In Vista and W7 it auto runs when you get the error message you've posted. For W7 you access it by opening up Windows Task Manager, clicking on the Process tab, highlight the TI process, right click and choose crash dump.

Perhaps the mini dump option has been disabled on your system?

Strange that it started playing up after an MS Update.

What version of W7 are you using?

Hello,

Colin, thanks for your help, you're correct.

Robert, since you're using Windows 7, you should collect Dr.Watson logs the following way:

• Reproduce the issue (application crash);
• Do not close the "Application has stopped working" window;
• Run Task Manager (press Ctrl-Shift-Esc);
• Go to Processes tab and right-click on the crashed process;
• Select the Create Dump File item;
  
• Pick the .DMP file created;
  
• Open Start->Run, type %USERPROFILE%\AppData\Local\Microsoft\Windows\WER\ReportArchive string and hit Enter;
• After that you will see a folder (or a few folders), the name of which starts with "Report"
• Collect the Report.wer file from the last created folder.

After that please submit a support request.

Please reply to this thread if you need any assistance.

Thank you.

I did what you suggest but I do not get a Report.wer file for today when the application crashed. Your suggested run string stops at Report archive with a list of non related crashes the latest being 4/15. I will attach a dmp file that was created yesterday.

In addition, I could not create the dmp file with the application open. I closed it then did the run command. The created dmp file is too large (greater than 52 mb) to attach.

Robert,

You might need to have hidden files & folders plus system files viewing enabled. The report file is only about 8-9KB.

There should be a folder called Report Archive which contains all the crash files.

C:\Users\YOUR_USER_NAME\AppData\Local\Microsoft\Windows\WER\ReportArchive

I've attached a png of what you should be seeing.

The WER file is just a plain text file.

I did that but there are no files relating to Acronis or TI and latest file is dated 4/15.

This problem has been ongoing for more than one week. I need a solution immediately or I will have to switch to some other backup software. TI was suppose to work with W7 but it clearly has issues with this OS. If a fix cannot be developed quickly, please refund the cost of the software.

Hello Robert,

Thank you for your response.

Forum moderators are unable to handle refund requests. Please contact our Live chat service, our operators will do their best to help you in accordance with the Acronis Refund Policy.

To get the access to our Live chat service one should go to  this page, under Contact us click on the Start here button. From the pop up select Customer Service issues. Choose Other issue. Choose LIVE CHAT.

Please let us know if you want to continue to troubleshoot the issue. 

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

Thank you.

After more than two weeks of uninstalling, reinstalling, sending various report files to Acronis, etc., this morning the program actually worked. There have been no significant changes to my computer in the last day that could be attributable to welcomed situation. I have checked any Windows updates and anything else I can think of to try and figure out why it works now, but I do not have a clue. Hopefully, that is the last of my problems with this software. Finally, why I do believe TI is the best backup software currently available, Acronis' support is atrocious at best.

Robert: mine has also been working since I sent my last report with troubleshooting info to Acronis a few days ago. Have been using the nonstop backup which automatically turns on and off as I plug and uplug the external drive. It has crashed onces since then, but then worked fine again. All I can figure is that there is some background task that crashes it and that the task is not running all the time.

Michael:
There is no rational explanation for why mine has decided to start working after more than two weeks of being non-functional. There were not any program changes, Window updates, changes in tasks or programs running etc. that could have contributed to the change. While it would be great to have a logical explanation for the change, as long as it works that is all I care about. Now on to my next task of fixing Norton Security such it uploads all of the available updates. My gut feeling is the software/hardware issues I have had with my new computer (one month running) is all Windows 7 related and the various software/hardware was not adequately designed to work with that new OS even though all of vendors claim that is.

There is a rational reason, it's just not an easily found one :) Mine has acted much the same way.

Are you running Norton internet Security 2010? If so, that is one thing in common between us. And, it does update itself more often than daily. Although I disabled Norton when trying to get Acronis to stop crashing, I would not be shocked to find that there was some update to Norton that caused the crashes.

Hmmm. This is getting more bizarre. I had both Norton Utilities and Norton Internet Security 2010 running on my computer. The problem I had was that the NIS would not complete the processing of some updates. However, as of an hour ago TI was working correctly with both NU and NIS installed. The fix for NIS was to uninstall NU go into the registry and removed all traces of NU, then run the Norton Removal Tool to get rid of NIS. Next step was to install an update of NIS that the Norton tech provided to me. Then reinstall NU. So NIS and NU all work as they are suppose to, but yes, Acronis TI does not. However, there is a change in that I now can get to the initial backup page where you designate the source of backup files, but the next step (designating the destination) causes the stopped working window to reappear. I closed NU but the same result occurs. I do not see an easy way to stop or disable of the features of NIS to see if that is causing the problem. How did you disable NIS?

You should be able to temporarily disable NIS (turn all the stuff off - just click on the icon in the system tray, then turn off AV, firewall, etc.) and see if this makes any difference. You may want to disconnect your Internet connection temporarily also. But that may not turn off off the services that may be a problem. Just a suggestion...

Yes, I right-clicked on the NIS icon in the system tray and disabled the AV and the firewall and put it into silent mode. None of those steps seemed to have an effect when TI was crashing. At the moment, TI nonstop backup is running in the system tray and turns itself on and off when i plug or unplug my external drive. This is all with NIS running full blast.

I disable the various components of NIS, but it did not fix the ongoing problem.

Try disabling Nortons in Services - as all nortons modern products use the COM access available in Windows, it will still ahve parts of it running even if disabled the sys tray or MSConfig.

I know, at least on mine, that I cannot stop the norton service.

Michael Guidry wrote:

I know, at least on mine, that I cannot stop the norton service.

In that case, it needs to be done from Windows SAFE mode. Naturally disconnect from the internet during that time.

If safe mode won't let you stop and disable it, then you choices are then limited to deeper and darker methods that venture into realms that aren't meant to be ventured into or uninstall the service using the Windows cmd box.

Thanks. Almost never think of safe mode. Had to use it last week to do a system restore as I kept getting a message saying it couldn't access a file. Even the sysinternals autoruns will not allow disabling the NIS in normal mode.

Guess I need to wait for TI to start crashing again to try it though.

I tried in the safe mode but TI still does not run. I can get part where it normally starts the backup process, but then I get a Error#1722 The RPC Server is unavailable (0xFFF0) window.

No rhyme or reason to any of this, but for whatever reason IT now seems to be working. I give up. Apparently, it will continue to be an intermittent problem.

Faulting application name: TrueImage.exe, version: 13.0.0.7046, time stamp: 0x4bae34d0
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x082444f6
Faulting process id: 0x1b64
Faulting application start time: 0x01cb69a7d20a6c27
Faulting application path: R:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Faulting module path: unknown
Report Id: 13702505-d59b-11df-af12-90e6ba68d59c

trueimage home 2010 suddenly stopped working in windows 7 64 bit, i can't unistall because it's corrupt, i recently changed my motherboard everything else the same. anyone have a suggestion.

Ken,
You could start the TrueImage install program again and choose the repair option. That may help.

Hi GroverH thanks for the reply

I have tried that no option to repair, can not reinstall , it says its already there, i can not unistall it says its corupt (on w7 64 bit) . i used the truimage removal tool and i now can't reinstall as it says another version of this software is installed.

Ken,

Check to see if the following key still exists in registry, if it does, delete the entry standard .

HKLM\software\wow6432node\Acronis\Trueimage

Thanks Colin i will look in to that.

I don't have that particular reg key, but i have now resorted to deleting trueimage by hand from the registry (i have a backup of the registry). I expect this will go horribly wrong, but i am angry now so i am hitting the software with the virtual hammer.

OK, in that case if you can extract the MSI installer file (right click on the install selection from the Acronis installer), and install the MSI file with logging enabled. Search my other posts for a batch file (also available form the knowledge base) or I'll attach it when I get home form work in about 3 hours time.

Last evening, 25 July 2014, I had a hangup trying to create backups of F: and H: I found that both folders were on a disk that could not be accessed.
I had been having some trouble with cables, which may have been the problem then. This morning, 26 July, disk was accessable, but H: had errors and I could not do a backup. Cleaned up the errors on H:, but now Trueimage 2013 runs for a few seconds, then quits. Earlier it would run a bit, then go "stopped working". I downloaded and installed a trial version of 2014. It also starts, then quits without any text displayed. I'm running windows 7, updated. with an intel processor. TI 2013 ver 6514. I can run Quicken on H:, so I think that it is pretty clean now.

As an aside, I find that I had purchased TI 2014, shows a payment on 14 Oct, but no record of key. Likely logon then bfrost@skybeam.com.

bonnell
Check your Acronis online account and check if you registered your serial. Refer my signature link #9 below for more help.

If serial not available, check with Acronis forum moderator
via this private message address.
https://forum.acronis.com/user/36716