Acronis build 9796 BSODs when USB drive inserted
ATI Build 9796 causes BSOD (Blue Screen of Death - Windows crash) frequently when inserting usb thumbdrive.
I have tested this on a newly installed copy of Windows Vista SP2 (x64). With build 9709 everything was fine. I then installed build 9496 and the error started occurring. I then uninstalled build 9796, rebooted and reinstalled build 9709 and the error went away. So I only got the error with build 9796, not with the older 9709.
I have tested the on 2 other PCs, one a brand name laptop also running Vista SP2 (x86) and on a custom desktop PC running XP SP3. The same issue occured on all 3 PCs. If I have build 9796 installed and insert a USB drive I have about a 30% chance of a BSOD. If I plug in the USB and it doesn't crash but then unplug the usb and plug it in again and repeat I can pretty much get it to crash every time.
5 other customers reported this issue on the old forums (http://www.wilderssecurity.com/showthread.php?t=248592)
I personally reported this to support over 2 weeks ago. They asked if I was using Try and Decide, which I am not. They gave me a new Acronis driver file to install which didn't help. They then asked me to submit a copy of the dump file and an Acronis system information utility which I did. They said the issue has been escalated, but I haven't had a reply for over a week.
Thanks for your reply.
In my original post I said "They asked if I was using Try and Decide, which I am not." i.e. I am not using Try and Decide. The Try and Decide service is not installed let alone running.
Also I said "I have tested ... and on a custom desktop PC running XP SP3" which indicates the problem is not just occurring with Vista.
Do you have any other suggestions? Alternatively, do you know when I could expect a follow-up from second level support?
Hello ,
Thank you for using [[http://www.acronis.com/homecomputing/products/trueimage/ | Acronis True Image]]
The issue needs a closer investigation. Probably, it will be redirected to the QA Team.
Tier 2 will take care about the request as soon as possible. Meanwhile, you can use build #9709 for the backup purposes.
Thank you.
I received the below from Acronis support:
"The system crash is caused by Acronis driver tdrpm222.sys that is reponsible for Try and Decide feature.
I can suggest you the following workaround: you can delete Try and Decide drivers from the system so that the OS does not crash when you attach the USB drive. In the meantime I will forward the information you provided to the QA team so that our testers and developers could look into the issue and fix the problem within the program code.
Here are the instructions for manual removal of the Try and Decide module. Please note that this feature will not be available after this procedure.
- After installation of the build 9796 please go to registry editor (Start > Run > regedit). Then delete the following subkeys:
HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\Tdrpman
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\tdrpman228
- Delete string tdrpman228 from:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318} -> UpperFilters
and
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71A27CDD-812A-11D0-BEC7-08002BE2092F} -> UpperFilters
"
I reinstalled build 9796 and rebooted. I performed the above steps and rebooted and then tested my usb drives. The crash has not reoccurred.
I was still receiving crashed with 9796 even though Try and Decide was not listed in my list of services. However, performing the manual removal appears to have fixed my problem.
I too was receiving the BSOD when sticking my USB flash drives in my USB hub or computer. (I am running VISTA Ultimate SP1.) The frequency of this occurrence seemed to be increasing to the point that I could not use my USB flash drives. This was not acceptable. I spent quite a bit of time (too much) searching for a solution. I finally found the posts linking this problem to Acronis True Image Home 2009. On 7/28/09 I upgraded my Acronis True Image 11 to True Image Home 2009. Yes, that is the problem. I have now uninstalled it and no more problems using my USB flash drives. But now I do not have Acronis True Image either. Is putting my older version Acronis 11 my only option?
I tried the temp fix above and could not bootup. (blue screen). Had to restore system to get up again. That fix does not work.
I tried this also and could not bootup. Had to restore system also. I now have TI Home 2009 uninstalled and have a PM in with Dmitry to hopefully get the older build so I can use that instead.
I had problems with my USB removable storage when I upgraded from 9706 to 9796. Everytime I plugged a drive in I got a BSOD.
I temporarily fixed the problem by going into windows task manager and closing any running Acronis services. There was a specific Acronis service that, when closed, I no longer had any BSOD'd on plugging in my USB drives. I forget the exact name of that Acronis service, so you may want to just close them all.
The only permanaent fix I found was to do a complete format of my drive and re-install my OS, and install the latest Acronis. Personally, I think a major conflict arises when upgrading acronis from a previously installed build.
I was getting BSOD with earlier version when inserting a CF card. That is why I upgraded to 9796 to try the fix. I am keeping 9796 for now and see what happens. Your computer should work fine with 9796 as long as those registry entries are not missing.
Yours is working now because you probably do not have service pack 2 after reformatting. They are saying the problem started when service pack 2 is installed.
So, if SP2 is installed, and then I re-install TI 9796, do you think it would work? I would rather go back to a more stable build if it will stop the BSODs, personally.
You should definatly install Service pack 2. I had the same problem with a earlier build. (BSOD when inserting card in card reader). I do not do that very often so I will stick to 9697. I am sure a fix is comming soon. If you use a card reader a lot then I would probably go back to a build that doesn't cause the BSOD.
On my system, the only time I get a BSOD is AFTER the system has been in sleep mode. If I do not let it sleep, I do not get BSOD's
Update: The above statement is not true. I did get a BSOD today and was never in sleep mode.
Sorry
I'm using a FW drive. I also only got the BSOD after the system was in sleep mode. It's not feasible for me to keep my computer on all the time, though.
Well all this is news to me and nothing has been done about it and now I've found out about all this after my hard drive has had cluster damage due to the BSOD's. I'm very unhappy and plan to persue finacial damages via legal advise here soon. There was nothing said when I purchased this product; it is suppose to be Vista Ready and there is nothing anywhere warning customers about using this with sp2.
Their so called agreement will have to stand up in court to see what is what.
Very unhappy present and a past customer now for many years.
I took Acronis off my computer and will never use them again.
THis problem happens with all versions of windows I own. It crashed my xp64 bit, it crashed my vista 64 and now windows7 64 bit. Acronis, why are you not fixing this?
Bill
P.S. I'm trying this fix now but in my windows the only instance of tdrpman228 is in:
HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\Tdrpman
Also, I have yet get an acronis recovery disk to boot, all tries have ended with cant load linux kernal.
Hello all,
I'm sorry for the inconvenience you experienced with the product.
Let me clarify this situation for you. We have fixed this issue in the latest build of Acronis True Image Home 2010 (9809) which is available here. To get access to updates you should first register Acronis software.
Please let me know if you need any further assistance.
Thank you.
Too late for me! You lost me as a customer.
I only see build 6053 there. No 9809.
Build 9,809 is the last build of TI 2009, not a build of TI 2010.
Hello all,
MudCrab, thank you for revision.
I'm sorry for incorrect answer - 9809 is the latest build for Acronis True Image Home 2009. The latest one for Acronis True Image Home 2010 is 6053.
Regards,
I have the latest build (9809) for Acronis True Image Home 2009 but when I plugged in a USB flash disk I would get BSOD. I use only Acronis Scheduler service. (Right-click My Computer -> Manage -> Services and Applications -> Services). Vista 32 home basic SP2, Intel CPU T1600, 3 GB RAM, 160 GB HDD, external HDD 1TB (notebook Asus X51L). The problem is still exists.
Hello Rado!
Thank you for finding time to leave a comment, and report about the issue. I understand how inconvenient the situation is, and will do my best to assist you.
In case the installation of the latest build didn't help to solve the issue, then probably the SnapAPI drivers got incorrectly assigned. You can resolve it by installing the SnapAPI update, which I will send you via Private message in a minute.
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!