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[SOLVED] Failed to open (initialize) the computer

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ATIH 2016 b5634

I am experiencing an issue on a remote comptuer I have never had before. This computer got upgraded from Windows 7 to 10. ATIH Western Digital Edition was installed before but removed before the upgrade.

Then after the upgrade process of Windows 10, ATIH 2016 was installed. Now the computer failed to carry out a fresh backup with an error message and moreover does not accept to cancel the job, even if the backup target disk is not even attached. So in addition to the error message that is the reason of my bug file here, I cannot get ATIH to stop the job.

Also noticeable is the red icon of ATIH in the task bar that indicates an error.

Any idea what causes it?

Acronis System report attached.

Fichier attaché Taille
error_message.png 121.12 Ko
screenshot_7.png 48.77 Ko
acronissystemreport.zip 569.22 Ko
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I still need help in this regard, due to lack of time I hesistate to open an official support case.

The affected computer cannot be backuped.

 

I still need help in this regard!

Karl,

Have you tried uninstalling and re-installing the TI app?  Your error message indicates to me that snapman api is not functioning correctly.  Could also point to an issue with VSS or Microsoft Snapshot Service.

Hi Enchantech, no not yet, I thought it would be wise to wait for Acronis to inspect the system report. I think that the existence of the previous ATIH WD Edition may have caused the problem - as this error is quite rare among a good portion of installations I have. Is there still a removal tool for ATIH 2016 present?

Hi Karl,

I understand your position with putting off an uninstall.  I had a look at the Knowledge Base and found this article:https://kb.acronis.com/content/32393

Although the error code is bit different and the article is for TI 2012 the core issue of the problem being SnapmanAPI driver module is in all likelyhood the problem.  Acronis should be able to provide a download of the current SnapmanAPI for you.

Hi Enchantech, thanks for your help!

At the end I have tried to  solve this issue with a couple of measures.

 

- repairing the Acronis installation - didn't help

- trying out the Arconis Cleanup utilities - didn't help either

- completely installed, uninstalled and reinstalled ATIH 2016, which was the solution. For some reason the tib mounter was corrupted.