Windows shutdown when using USB-Harddisk

Windows abnormaly end

Hello Herbynavi,

Welcome to our Forum, we're glad to greet you here.

Correct me if I'm wrong, but as far as I understood your Windows crashes when you attach your USB drive, and start Acronis True Image Home? In this case we'll need some info. Could you please send us the dump file of the system, and Acronis Info from it? Does it also crash if you're starting Acronis True Image Home without the USB drive attached to the machine?

This data might shed the light onto the situation.

Thank you!

Yes, it does it also crash if you're starting Acronis True Image Home without the USB drive attached to the machine.I don't have I dump. I get a frozen desktop. No action possible, only system-restart.
Thanks for answer.
Greetings herbynavy

Hello herbynavy,

Thank you for the quick update.

First of all please temporary disable all antiviruses, and reinstall Acronis True Image Home, as it seems to be a low-level drivers conflict.

Please also send us Acronis Info from the problem machine. It will also contain system logs, that might contain information of the exact cause of 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 Yana, after I get a new version and start them, the result: "the same procedure as...". Acronis don't know the USB-Disk. After 3 Interrups the Program shows me the Disk. Now I'am frustrated. Can you send me an older Version?
I include the File 'acronisinfo.zip.
Brst regards
herbynavy

Hi herbynavy,

Thank you for cooperation, and patience.

I'm sincerely sorry for you've faced this problem.

The logs doesn't reveal any additional information, so it might be a snapapi drivers conflict. I will send you the required link, and instructions via PM in a minute.

Please keep me posted regarding the issue state.

Thank you.

Hi herbynavy,

Please go into device manager. For each USB Root Hub, go to the Power tab on the Properties page and uncheck the "Allow the computer to turn off this device to save power" check box. Reboot the machine. Then try connecting the device again.

If you still hit the problem, repeat the steps above and capture another trace please.

Thanks | See if this helps