Faulting application TrueImage.exe, version 15.0.0.7119

Exact same problem here, except on Windows 7 x64.

Problem signature:
Problem Event Name: APPCRASH
Application Name: TrueImage.exe
Application Version: 15.0.0.7119
Application Timestamp: 4f9abb0c
Fault Module Name: ca_D1FE.tmp.dll
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 4f4b4818
Exception Code: c0000005
Exception Offset: 00002640
OS Version: 6.1.7601.2.1.0.256.1
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

Stack trace (via Visual Studio 2010 debugger) shows likely heap corruption:

> ca_D1FE.tmp.dll!05b02640()
[Frames below may be incorrect and/or missing, no symbols loaded for ca_D1FE.tmp.dll]
ti_managers.dll!04f99e9a()
msvcr80.dll!malloc(unsigned int size=25821184) Line 163 + 0x63 bytes C
kernel32.dll!_HeapFree@12() + 0x14 bytes
KernelBase.dll!_GetProcAddress@8() + 0x44 bytes
apphelp.dll!_SeiGetProcAddress@16() + 0x46 bytes
apphelp.dll!_StubGetProcAddress@8() + 0x2b bytes
TrueImage.exe!009b542f()
TrueImage.exe!0093fad5()
QtCore4.dll!1013df9b()
QtCore4.dll!100d758b()
QtCore4.dll!10023bdc()
TrueImage.exe!00402420()
QtCore4.dll!100118e0()
QtCore4.dll!100235fd()
msvcr80.dll!_callthreadstartex() Line 348 + 0x6 bytes C
msvcr80.dll!_threadstartex(void * ptd=0x048dadd8) Line 326 + 0x5 bytes C
kernel32.dll!@BaseThreadInitThunk@12() + 0x12 bytes
ntdll.dll!77649ef2()
ntdll.dll!77649ec5()

Similar here on Win 7 64-bit after installing the latest version. However, I've just rolled back to the previous version that was working OK, and now get the same issue, so can't run True Image at all!

From the event log:

Faulting application name: TrueImage.exe, version: 15.0.0.7119, time stamp: 0x4f9abb0c
Faulting module name: ca_E6E5.tmp.dll, version: 0.0.0.0, time stamp: 0x4f4b4818
Exception code: 0xc0000005
Fault offset: 0x00002640
Faulting process id: 0x1f5c
Faulting application start time: 0x01cd34db205296b2
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Faulting module path: C:\Users\Jon\AppData\Local\Temp\ca_E6E5.tmp.dll
Report Id: 5f5aaa7a-a0ce-11e1-aaff-005056c00008

I don't like dlls with 'tmp' in their names from Temp folder and no version. I smell virus, in other words. Especially as you continue to experience it after rollback. Can anyone (please) post this dll here (zip it or else it won't attach)

ps - Jon B, you write that you rolled back, but -- TrueImage.exe, version: 15.0.0.7119, -- the version is still the last.

Sorry, it seems the installer is a bit too helpful and I didn't actually reinstall the previous version. If I do actually reinstall 6154 then that does work. It's just 7119 that is a problem. DLL attached.

JaneD wrote:

Install of 7119 over 6131 on up-to-date Vista OS appeared OK but the main UI refused to start:
Problem signature:
Problem Event Name: APPCRASH
Application Name: TrueImage.exe
Application Version: 15.0.0.7119
Application Timestamp: 4f9af903
Fault Module Name: ca_C5AE.tmp.dll
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 4f4b4818
Exception Code: c0000005
Exception Offset: 00002640
OS Version: 6.0.6002.2.2.0.768.3
Locale ID: 2057
Additional Information 1: c7f2
Additional Information 2: 815304ea1fe10d51e492646c505f805a
Additional Information 3: 3831
Additional Information 4: eb589b74c07a6c35af6805b5ae6ee0e1

Tried repairing, uninstalling/reinstalling but this made no difference.
Looks like I'm stuck with 6131 unless a solution is identified.
Any ideas welcome.
Thanks

@Jane - credit to Grover for this post http://forum.acronis.com/forum/31895 which might allow your GUI to open after upgrade. Obviously if malware is involved as dev-anon mentions this may not apply.

@shadowsports - I tried changing that registry setting but unfortunately it didn't help.

Windows Defender doesn't report any malware and my computer is running fine for all other applications.

I should also add it's not just TrueImage that wont start (i.e. TrueImage.exe). It's all of the extra utilities as well, i.e: MountImage, Convert Backup, Check for Updates (TrueImageTools.exe). A similar error is reported.

Running under GDB:

Program received signal SIGSEGV, Segmentation fault.
[Switching to Thread 6192.0x21e4]
0x05a52640 in snapapi_msi_dll!MsiSnapmanForceInstall () from ca_FDBF.tmp.dll

Yes, you're right, it's not a malware but a snapapi update. I'd remove this
For those who didn't revert to previous versio, I'd set AutocheckUpdates value to 0 in HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\TrueImageHome\Settings . When it doen't help,
I'd rename this dll and try again. If it re-download it, then I'd rename C:\Program Files\Acronis\TrueImageHome\LiveUpdateInstaller.exe
And before all this, collect a crash dump that may help to investigate this issue if they decide to.

 Hello all,

Thank  you for taking time to contact us.

Most probably, we have found the reason of the encountered issue.

We will create a fix and share it as soon as possible. 

Thank you.

Hello all,

JaneD has confirmed the resolution.

I can provide Dare and Jon B with this solution via  Private Message, because the dump files point us to the same reason.

If somebody experiences an issue with the same symptoms, please obtain  Procdump file (use -w parameter - wait for the specified process to launch if it's not running).

After that please send me a  Private Message.

Thank you.

It seems that multiple folks are having the same issue with very little being done to help them. I updated to build 7119 and completed one seccessful scheduled backup on multiple drives. clone my C drive to an sdd at the next scheduled backup tih 2012 died with a *.tmp.dll error. Since that time I have not been able to successfully start tih it always fails with a *.tmp.dll error address exception at offset 2640 . I even tried a restore of the disk from a previous successful backup and yet when attempting to start tih 2012 build it crashes. Once again this proves that a 30 day support after purchase policy when providing buggy updates does nothing for customer satisfaction!

Henry,
Which version of Windows are you using? Try cleaning out the temp file used by TIC:

xp= C:\Documents and Settings\your user name\Local Settings\temp\

Win 7= C:\users]your user name\appdata\local\temp

Then restart the downloaded installation file again for 7119.
Once you click on the install option, you will be offered a repair option.
Select the repair so a new install will overwrite the existing TI installation.

If you want and qualify for 30 days support (after purchase), you will need to open a support ticket and provide the dump into direct to them.

Jon B wrote:

Sorry, it seems the installer is a bit too helpful and I didn't actually reinstall the previous version. If I do actually reinstall 6154 then that does work. It's just 7119 that is a problem. DLL attached.

Jon B wrote:

... If I do actually reinstall 6154 then that does work. It's just 7119 that is a problem. ....

Many thanks to Jon B for this advice. I'm going to pull 7119 out of my system, replace it with 6154, and wait for the smoke to clear.

I see the date when you wrote, and it's now the end of June. The installer prompted me to download the 'latest version' and this is what I get. A buggy version is still being distributed as the latest and greatest, as of yesterday. Patches, anyone?

I see patches are being discussed by Acronis, by private messages. Until the fix is publicly released, maybe the version that's causing all this trouble should just be pulled from the download server!

I'm dual-booting with LinuxMint, and I'll only say, software that acts like this would never be allowed into the repo, for the users to install. Looking at the contortions people have to go through to help Acronis to debug this -- and some people say that GNU/Linux is hard, and MS Windows is easy. Well, not always.

I'm a registered user, with a purchased copy of ATIH 2012. Acronis has my E-mail address. It would be nice if someone were to notify the customers 'when it's safe to go back in the water.'

My apologies, the BBS seems as buggy as the purchased software, here. The first paragraph was deleted 5x and keeps reappearing, from somewhere ... please start with the second quote.