Attempt to unmount virtual disk crashes File Explorer in Windows 10

Dean, I have not encountered this problem when using ATIH 2017 and just did a quick test to check that I could mount, use and unmount a tib file which all worked fine without crashing Explorer.

The most likely cause is something left over from your upgrade from 2015 to 2017 and thus I would recommend uninstalling 2017 via the Control Panel or using a utility such as Revo Uninstaller, then run the Acronis Cleanup Tool from the link in my signature, restart the system, then reinstall a clean copy of 2017.  You can download the latest 2017 installer program from your Acronis account.

Note: If you have an upgrade version of ATIH then you will be asked for your 2017 and 2015 license serial numbers when doing the clean install, you can get these also from your Acronis account if needed.

Steve,

Thanks for the response. Unfortunately the uninstall-cleanup-reinstall procedure did not change the situation. After the reinstallation, I successfully mounted a backup and copied a file to a location on the C:\ drive, but all instances of File Explorer still crashed when I tried to unmount the image. Additional suggestions will be welcom. Thanks again.

Dean

Dean, please download the Log File Viewer App from the link in my signature below, then use this to look at the TibMounter logs that are created each time that you Mount or Unmount a .TIB image file.

The logs can be found in C:\ProgramData\Acronis\TibMounterLogs\ folder and are in XML format that the Viewer app can make much more readable.

Can you also confirm that you are using the default Microsoft Windows File Explorer and not a third-party product?

Steve,

I downloaded and ran the Log File Viewer App as instructed. Not knowing exactly what to do with the file, I copied the log file to Notepad and am attaching the file for your inspection. Let me know if I should do or redo anything.

I am using the default Microsoft Windows File Explorer.

Thanks for your help.

Dean

Dean, thanks for the log file, this just shows the .TIB Mount action as far as I can see, but not anything after that.

When I look on my own system, I can find three of the TibMounter logs, one showing very similar to yours for the Mount, a second that seems to confirm the mount, then a third showing a Dismount action.

Can you go to the C:\ProgramData\Acronis\TibMounterLogs\ folder and zip up the contents then post this to the forum, then I can see if it is recording any attempt to Dismount the TIB file or not?

Below is what I see for the Dismount on my system:

[20160923-165746-185][TibMounter][T] build: 2568, process: 7312, 'C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageTools.exe'
[20160923-165746-185][TibMounter][T] 2016.09.23 16:57:46 UTC
[20160923-165746-185][TibMounter][T] 2016.09.23 17:57:46 LOCAL
[20160923-165746-186][TibMounter][T] Control device '\\.\Global\TibMounterControl2568' handle=1512
[20160923-165746-187][TibMounter][T] UserMan Init status 0x0
[20160923-165746-187][TibMounter][T] DLL: 5.0.2568 Acronis TIB Mounter API
Copyright � Acronis International GmbH, 2002-2015.
Driver: 5.0.2568 Acronis TIB Mounter Driver
[20160923-165746-187][TibMounter][T] vbInit status 0x0
[20160923-165746-190][TibMounter][T] BusInfo: 1 devices { 0 }
[20160923-165746-190][TibMounter][T] vbGetBusInfo status 0x0
[20160923-165746-190][TibMounter][T] DeviceInfo(0):
Letter V (0x200000)
Volume size: 55742722560
FS type: 8
Label: WindowsVista
RO
[20160923-165746-190][TibMounter][T] vbGetDeviceInfo(0) status 0x0
[20160923-165746-190][TibMounter][T] Dismount 0
[20160923-165749-004][TibMounter][T] letter mask=0x200000
[20160923-165749-767][TibMounter][T] vbUnPlug(0) status 0x0
[20160923-165749-864][TibMounter][T] Passed ...
[20160923-165749-864][TibMounter][T] Control device handle 1512 has been closed
[20160923-165749-865][TibMounter][T] vbDone status 0x0

Steve,

Attached per your request is a zipped copy of my C:\ProgramData\Acronis\TibMounterLogs\ folder.

Thanks for your help.

Dean

The mounted drive should appear in in File Explorer under This PC if using Windows 10.  Right click on the drive there should provide an option in the resulting context menu to Eject the drive which should unmount it without the crash.

If that works there is probably something wrong with Windows integration and the True Image application.  Contact with Customer Support would be advised if that is the case for further investigation.

Thanks for the post but I cannot even get to the context menu in File Explorer to select a command. I can hover the mouse pointer over the mounted drdive, but as soon as I right click on the mounted drive, File Explorer crashes.

Dean, thanks for the TibMounter logs - these do not show anything further to help progress this issue.

The next step to suggest would be to go for either a reinstall or a clean install of ATIH 2017 to see if that would correct the Windows integration side of the product as indicated by Paul in his post.

A reinstall is the simplest as you just re-run the ATIH 2017 installer as Administrator over the top of what you already have.

For a clean install, you would need to uninstall 2017 via the Control Panel, then run the Acronis Cleanup Tool (link below in my signature), restart, then reinstall 2017 again.  This will lose all your backup tasks & history data unless you save a copy of the C:\ProgramData\Acronis\TrueImageHome\Scripts and Database folders then copy these back after reinstalling.  All Acronis programs and services would need to be stopped/ended to do the copy back.

Steve,

I uninstalled 2017 using the Control Panel, ran the Acronis Cleanup Tool, deleted all the .tib files on the external drive, reinstalled 2017, programmed a new incremental backup scheme (a full backup the first run), and let it run overnight. It made the backup and I can mount it and look at the files. However, I am back to square one when I try to right click and unmount the .tib file--it crashes File Explorer.

Interestingly, the image is unmounted after restarting the computer.

Do you have any additional suggestions? Thanks for your help.

Dean

Dean, thanks for the update on actions and status.  I can only suggest submitting a support ticket to Acronis Support at this point and referring to this forum thread.  In addition, I would submit Feedback along with an Acronis System Report and again a reference to this thread.

You are welcome to attach a copy of the System Report to the forum and I will take a look to see if I can see anything else in that.

Steve,

Thanks for all of your help. It looks like I don't have a support account for the current version of ATIH 2017.

Dean

Dean, if you have ATIH 2017 installed and activated, then you should be supported.  Even if you have a Trial version of 2017 you get support during the 30 day trial period.

I have just started having the same problem after a clean reinstall of Windows 7 Pro. Did you ever get to a solution?

No, sorry, we have not achieved a solution. My computer support person is out today and so I don't know the status of my request to have that person seek help from Acronis support. There was some time when the image would be dismounted after logging off for the night and coming back in the morning, but today I see an image mounted yesterday is still there--and so is the problem of File Explorer crashing when I right-click to unmount the image.

I think this may be caused by a corrupted backup. Although verify said it was OK,  it could not be restored, and none of my other backups would restore the hard drive. Eventually I clean installed Windows 7 pro and restored my files through explorer, but it takes ages. This may happen because backups have been interrupted. I had tried to restore the drive, and it got 80% of the way through before stopping with corrupt data errors, even though the drive could be mounted.

Dean,

You might try running Windows File Checker to see if ny system files are found corrupt and then fixed.  Open an Admin Command Prompt and type SFC /Scannow.  There is a space between C and /.

Christopher,

Most commonly when restore fails with corrupt data errors there are file system errors or bad disk sectors on one or both disks being used at the time.  Running chkdsk /f /r on both source and target disks will often fix the problem and allow for a successful restore.

Wierd, because I obit disk check always found an error, but chkdsk /f never found a fault on startup.