Installing TI 2015 Update 2 causes my system to become unbootable (fixed by upgrade to Windows 10)
When I install Update 2 my Windows 8.1 system becomes unbootable. The update seems to go OK and TI 2015 is able to start up and looks fine. But the next time I restart Windows it fails to boot. Windows goes into "automatic system repair" mode, then reports that it cannot fix the problem. If I then go into advanced options I can go back to a system restore point that I created before applying the update.
I have tried this twice and the same thing happened both times.
Not sure if this is related but I am also unable to run a "System Report" within TI 2015. It simply hangs and never completes. I am able to create a system report after booting from a TI 2015 bootable disk that I had created previously, but that is probably Linux based and won't show the same information. I have attached it anyway.
Things I can tell you about my system:
64 bit Intel i7 4790 processor on a UEFI based Asus Z97 motherboard with 16 gb RAM.
Running Windows 8.1.
System disk is a 256 gb Samsung 850 Pro which is less than half full.
There are two internal 320 gb disks configured as a two-way mirror storage space.
There are two more internal 500 gb disks also configured as a separate two-way mirror storage space.
There is an internal 2 gb hard disk which is used solely for my Acronis TI 2015 backups.
There is an external 3 gb hard disk which is used for Windows File History.
A couple of days before the update was offered I noticed that Windows Update was offering a driver for mounting Acronis TIB files. I accepted the update, but the mounter does not work. It complains about a mismatch in versions. Text of the error follows:
Cannot initialize Backup Archive Explorer. Please reinstall True Image. (0x6400F8)
Tag = 0x77A5DDBA3199E061
The versions of the modules are incompatible. (0x9)
code = E0000009),
$module = 0)
Tag = 0x77A5DDBA3199E062
The only other software installed that is at all out of the ordinary is Microsoft Visual Studio 2008, 2013 and 2015 and Android Studio.
I see that at least one other person has experienced this problem so I thought I would add my experience too.
Thank you for the suggestion but I am not sure how to uninstall the TIB mounter that came from Windows Update. It does not appear in Programs and Features. It does show up in the Windows Update History, but if you then look at the Installed Updates list it is not there. Apparently only Microsoft updates appear in the Installed Updates list. It did show up in the Device Manager under "Acronis Devices". I tried uninstalling that and then rebooted, but the mounter is still present in File Explorer. If I right click on a TIB file I can attempt to mount it but then it comes up with the error shown in my original post.
Well in that case I would say that your option would be to uninstall the True Image 2015 application and then reinstall it after a reboot. I believe that should fix the problem.
Well that was my thought too, but that doesn't work either. I did the following:
1. Downloaded build 6613. Verified the digital signature was OK.
2. Created a system restore point.
3. Uninstalled Acronis True Image 2015 and the Acronis Universal Boot Media Builder.
4. Restarted Windows. TI 2015 seemed to be gone.
5. Created another system restore point
6. Installed build 6613. Installation seemed to be OK and it started up OK. Did not run a test backup.
7. Restarted Windows. Same result as before -- would not boot. I get these messages:
Preparing Automatic Repair
Diagnosing Your PC
Attempting Repairs
Automatic Repair couldn't repair your PC.
8. Went back to the system restore point created in step 2.
Seems like build 6613 is getting its fingers into things that it really shouldn't. I have never before seen an application install that complete hosed the Windows boot process.
Update with some more information. The Windows Automatic Repair feature left behind a log file that points to the TIB mounter driver as being the problem. I have attached a copy of the file, but the relevant part is at the end. It says this:
Boot critical file h:\windows\system32\drivers\tib_mounter.sys is corrupt.
Repair action: File repair
Result: Failed. Error code = 0x2
Time taken = 2125 ms
At this time (without build 6613 installed), the tib_mounter.sys file seems OK. It is digitally signed in early July 2015, both by Acronis and by Microsoft. I am not sure why it should become corrupt after the installation of build 6613. Perhaps it got deleted by the installer? That would explain why the system continued to run OK after the install but the problems only appeared after a restart.
In any case, I think your original suggestion of uninstalling the TIB Mounter provided by Windows Update is the right one. But the question is how do you do that?
The mounter runs as a service in Windows and by default it should run at system start up. To uninstall the driver you would first need to stop the service. I believe the name of the service is AcronisTIBmounter.exe Look for it in the services section of Task Manager. Stop the service then uninstall the driver using Device Manager. Reboot and see if Windows Update now shows it available for install again. If so install the driver again and post back results.
Are you sure that it runs as a service? I checked the list of services and the only ones with Acronis's name on them are Acronis Nonstop Backup Service (afcdpsrv.exe), Acronis Scheduler2 Service (schedul2.exe) and Acronis Sync Agent Service (syncagentsrv.exe). The tib_mounter.sys file we are discussing seems like an kernel mode driver. Perhaps the mounter ran as a service in an older version but that doesn't seem to be the case now.
Anyway, the next thing I tried was to restore the pre-windows-update version of tib_mounter.sys from one of my True Image backups. I then installed Update 2 again, but with the same results -- an unbootable system.
At this point I am giving up. Enough time has been wasted. Windows 10 will be released in a few days and I think perhaps then I will do a clean install of Windows 10 and install Acronis TI build 6613 on a clean system.
I think it is pretty clear that under some conditions the 6613 installer screws up on the drivers it is supposed to install.
Jeffrey,
Did you try using the ATI cleanup utility? When I need to uninstall True Image, I first uninstall it from control panel and select the option to reboot later if prompted. Then I run the cleanup tool to get the things that are sometimes left behind followed by a reboot. Be sure to read all instructions in the link below if you decide to try it.
https://kb.acronis.com/content/48668
I had a trouble free update to build 6613 on all of my systems, but I didn't install the Acronis driver offered through Windows update.
Joey, no I didn't try the cleanup utility, afraid I didn't know about it. Anyhow, I think I will just give up on the update. What I have is working now and when Windows 10 is available I will take another shot at installing build 6613.
Jefferey,
My apologies are due, I was trying to help you from memory with no access to my resources.
The mounter is not a service which you found out. It is in fact a process that can be found in the Task Manager. Not certain that it matters now given what you have said but I am including a link here that describes all TI 2014/2015 processes and services.
The mounter is run by the trueimagetools.exe process. I do believe that it is necessary to stop this process before uninstalling the driver will work. Additionally it may be necessary to use Windows update to uninstall the update that was pushed to you by Microsoft. I have no idea as to what all is contained in the update from Microsoft but Registry modifications and dll updates/changes are very likely so it would be best to uninstall the update if possible. Once you have confirmed that trueimagetools is stopped go to Windows update and locate the update for the tib mounter. You should be able to right click on the update and get an uninstall option.
https://kb.acronis.com/content/44350
Again my apologies for any inconvenience.
I agree with you that there are probably registry changes made by the installation of the Windows Update TIB Mounter and I might be able to get around this problem if I could uninstall that update. Unfortunately there doesn't seem to be a way to uninstall it. If I go to Windows Update History it shows up as installed on 7/18 under the name "Acronis - Other hardware - Acronis TIB Mounter". But if you go to the list of installed updates in Windows Update, which is where you have to do the right-click thing to uninstall an update, there is absolutely nothing with Acronis or TIB in the name, nor is there anything listed on that date.
By the way, the trueimagetools.exe process doesn't show up in the Task Manager. Probably it isn't run until you attempt to mount a TIB.
Thanks for all the help but I am afraid I am stuck.
I am still primarily using Windows 7, but I believe that Windows Update in 8.1 is laid out similarly - to uninstall an update, you need to get to the 'Installed Updates' screen, to which there is a link in the text just below the header on the Update History screen (which is where you apparently were). On the 'Installed Update' screen, you find and select the update you want to install (not always easy!) and then click the 'Uninstall' button that appears.
Yes Peter the Installed Updates screen in Windows 8.1 is similar to Windows 7, as you described. Unfortunately the TIB Mounter update isn't listed. I have tried searching for Acronis, for TIB and for updates installed on July 18. It just isn't there.
That's fairly bizarre! Were there any other updates installed on the same date? If so, would it be worth uninstalling them (at least as a trial) in the hope that Windows thinks that the TIB Mounter is a component of something else?
Update on 7/29/15. I upgraded my system to Windows 10 this morning and this went fine, although there were some strange messages about not being able to display notifications, but these went away after I did a restart of Windows. I had said before that I was going to do a clean install but I decided to try the upgrade installation in the off chance that it might work. Anyway, I then installed Acronis True Image 2015 build 6613 and this went fine too. My troubles with the TIB mounter driver went away and my system remains bootable. Hooray!
I've been struggling with this same issue as well. System Restore has been the only way to recover after install the 2015 upgrade (I currently have 2014 installed). As pointed out, there is no way to uninstall the TIB updates. It's really annoying since I purchased the 2015 upgrade for Win10 support, but can't install.
Short of waiting for my system to upgrade to Windows 10 - assuming that works at all - is there any other way to get 2015 installed on my 8.1 system? Maybe completely uninstall TrueImage and run some registry cleanup utilities, then install 2015 from scratch?
Best Regards,
Mike
Mike, I never found a way to uninstall that TIB mounter driver that was oh so helpfully provided by Windows Update.
You may not need to wait for Microsoft to notify you that the Windows 10 upgrade is ready. Go to Control Panel and then Windows Update. It may already be there but it hasn't notified you. If not you can download a copy and make yourself an installer on either a DVD or a USB flash drive by going to http://www.microsoft.com/en-us/software-download/windows10. I have successfully updated two systems so far.
Once you are on Windows 10 build 6613 of True Image 2015 should install fine.
Thanks for the info. I can force Win10 to install, but I need to go through the steps to clear out the C:\Windows\SoftwareDistribution\Download folder first to fix an 80240020 error. I just don't want to do that until I have some free time available to troubleshoot potential issues (and restore an image in a worse-case scenario).
Add my Windows 7 Machine to the list of the Unbootables after installing TI Update 2... In my case , I had done a Windows Update a week ago, and remember something about Acronis being one of the updates.. I am guessing it was the same TIB_Mounter that is discussed in this forum.. After the Windows update, system would not restart, system repair run, and I had to go back several restore points to get it back operational.. Really bad news was that when it finally came up, ANYTHING on desktop which contains data,, IE word and excel files was gone.. shortcut to all of these desktop items were all gone.. So I lost all data changes made since my last full backup.. Decided that BEFORE I started to reinvent the wheel and redoing all of my data files that I would install and run TI 2015 build 6613... Looks like the clone works ( my second drive in system looks like all the stuff is there), but system would not come up again until I went back to restore point BEFORE I ran TI 2015 clone disk.. and the 6613 build is now gone, so had to download it again. But now afraid to try and rerun much of anything..
Unfortunately I still have this same issue, even after upgrading to Windows 10. Luckily System Restore still works though. Frustrating.