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TI 2017 won't start after system awakens from a sleep; trying to run it also hangs restarts

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I just noticed this behavior recently, and after a lot of testing I've determined that my installation of TI 2017 and sleep (Windows 10 Home) aren't playing nicely together.  

If I run TI 2017 before I put the machine to sleep, it will start up and exit normally, any number of times.  If I put the computer to sleep, after it awakens the TI 2017 application will not start.  I see a process in the Task Manager but the application and its GUI never result.  Furthermore, if I try to restart after going to sleep (without running TI), it works.  If I try to run TI after going to sleep, it not only won't fully launch, it also seems to prevent clean restart and shutdown.

 

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What version of 2017 do you have installed?  I haven't seen any other sleep related issues with 2017 (so far), but in previous versions, Acronis did not resond will to Windows fastboot/fast start.  Personally, I disable fast start and hibernation (which is another requirement for fast start) on my PC as I see no noticeable difference in boot times with an SSD installed. Regardless, those issues were resolved with 2017 when it was released.

For starters, I would ensure you have the latest 8029 build of True Image.  Log into your account and download it.  ONce downloaded, BE SURE TO right click the installer and choose to "run as administrator" - even if you're already logged in with an admin account.  This should upgrade and hopefully fix things to the way they should be.  If you already have 8029 and upgraded to get there, do this anyway and pick the option to "repair install" when launched. 

That may be all you need to get back on track.  The right-click and "run as administrator" is key though for a good installation.

Oddly, I had a problem tonight with my scheduled backup and I don't know if it is related to this or not.

I have a backup scheduled for 7:00pm every night, and also a scheduled task to wake up the PC at 6:59pm. Tonight, for some reason ATI2017 did not run the backup at 7:00. There is no ti_demon log to show that it even tried. The event view shows that the PC did wake up at 6:59.

I opened up ATI2017 and it showed the next backup scheduled for 7:00 tomorrow. I manually ran the backup for tonight without problem.

The only thing I changed recently is that two days ago I disabled the Acronis Managed Machine Service Mini service. This did not present a problem for the last two days, but the PC might not have been in sleep mode then. Could it be related? This is the first time I've seen this failure, but I've only been running ATI2017 on a new Windows 10 PC for two weeks.

Bruno,

Managed Machine mini service shouldn't impact the schedule.  I have it disabled as I don't use the dashboard and it has not impacted scheduled backkups for me.

You might be able to find out more about what failed, by looking at the logs. You can grab FTRPilot's MVP logviewer to help with that.  Feel free to upload here for additional review if you want.  MVP LogViewer

Perhaps the services didn't have a chance to fully launch afer waking up - not really sure. Maybe set the delay for 2 or 3 minutes instead from the time the machine wakes up to the time the backup should run?  Here's how i have my scheduled backups running (see screenshot)

 

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It is the newest, latest build.  And after a lot more trial and error in troubleshooting, although it looked like restart/shutdown and TI 2017 were directly conflicting after sleep, I believe I found the common denominator -- a new version of HWINFO64 (must be a bug in the new version; the previous version didn't cause this).  When I quit that application before going to sleep, I have no problems with either TI or with restart/shutdown.  

Thanks for your help -- I also did disable hibernation and fast start, AND removed/reinstalled TI for good measure, none of that mattered.  Quitting out of HWINFO64 befoe sleep seems to "fix" it 100%.  

Glad you found the culprit. I'm not familiar with the hardware info application but I'll have to check it out sometime.

Bobbo, I did a number of tests this morning. I created a new task for a small backup, set the wake up trigger task and then put the system to sleep. At the right time the computer woke up and a minute later the backup task ran as expected. I did this a number of times and each time it worked.

But tonight again my 7:00 backup failed to run.

I've checked the logs and it could be in the Schedul2 log, but I really don't know how to read that one. I did see some errors, but I also saw the same errors for logs when the backup did start OK. So I am completely confused.

Could the sync agent service have anything to do with it? I see it is running after starting the backup, but is not running on a freshly booted system.

Here is the appropriate time out  the Schedul2 log:

09.03.2017 19:00:01.682 00000000000009E4 OnServiceMainWake: begin
09.03.2017 19:00:01.682 00000000000009E4 Trying task 1-4 as TIME_NORMAL
09.03.2017 19:00:01.682 00000000000009E4 Stored token 0000000000000000 replaced with 0000000000000000
09.03.2017 19:00:01.682 00000000000009E4 Windows fast startup state to disable: ENABLED PRESENCE
09.03.2017 19:00:01.682 00000000000009E4 Windows fast startup state disabled: BACKUP PRESENCE
09.03.2017 19:00:01.695 00000000000009E4 SetWaitableTimer(-863390000000): error=0
09.03.2017 19:00:01.696 00000000000009E4 OnServiceMainWake: next time = 9.03.2017 20:00:00
09.03.2017 19:00:01.702 0000000000000A40 Running task 1-4
09.03.2017 19:00:01.705 0000000000000A40 DuplicateTokenEx: token=0000000000000274 error=0 token=0000000000000278
09.03.2017 19:00:01.705 0000000000000A40 NewSecurityDescriptor: error=0
09.03.2017 19:00:01.705 0000000000000A40 SetTokenInformation: error=0
09.03.2017 19:00:01.705 0000000000000A40 Scheduler user for account found
09.03.2017 19:00:01.705 0000000000000A40 Session not found
09.03.2017 19:00:01.706 0000000000000A40 GetTokenUserName: error=0 domain=NT AUTHORITY user=SYSTEM
09.03.2017 19:00:01.715 0000000000000A40 DsGetDcName: domain=NT AUTHORITY error=1212
09.03.2017 19:00:01.715 0000000000000A40 GetUserProfileDirectory error=0.
09.03.2017 19:00:01.715 0000000000000A40 LoadUserProfile: user=SYSTEM path=(null) error=0
09.03.2017 19:00:01.719 0000000000000A40 CreateEnvironmentBlock: error=0
09.03.2017 19:00:02.065 0000000000000A40 CreateProcessAsUser: token=0000000000000278 error=0
09.03.2017 19:00:02.066 0000000000000A40 Stored token 0000000000000000 replaced with 0000000000000000
09.03.2017 19:00:02.066 0000000000000A40 Runner wait for 4294967295 ms
09.03.2017 19:00:02.078 0000000000000A40 Task 1-4 completed with exit code=33882113
09.03.2017 19:00:02.078 0000000000000A40 Windows fast startup state to enable: BACKUP PRESENCE
09.03.2017 19:00:02.078 0000000000000A40 Windows fast startup state enabled: ENABLED PRESENCE
09.03.2017 19:00:02.078 0000000000000A40 Stored token 0000000000000000 replaced with 0000000000000000
09.03.2017 19:00:02.078 0000000000000A40 Retry failed task 1-4
09.03.2017 19:00:02.078 0000000000000A40 Runner wait for 4294967295 ms
09.03.2017 19:00:02.079 00000000000009E4 OnServiceMainWake: begin
09.03.2017 19:00:02.080 00000000000009E4 OnServiceMainWake: next time = 9.03.2017 19:01:02
09.03.2017 19:01:03.080 00000000000009E4 OnServiceMainWake: begin
09.03.2017 19:01:03.080 00000000000009E4 Trying task 1-4 as RETRY_FAILED
09.03.2017 19:01:03.080 00000000000009E4 Stored token 0000000000000000 replaced with 0000000000000000
09.03.2017 19:01:03.080 00000000000009E4 Windows fast startup state to disable: ENABLED PRESENCE
09.03.2017 19:01:03.080 00000000000009E4 Windows fast startup state disabled: BACKUP PRESENCE
09.03.2017 19:01:03.092 00000000000009E4 OnServiceMainWake: next time = 9.03.2017 19:01:02
09.03.2017 19:01:03.098 0000000000000A40 Running task 1-4
09.03.2017 19:01:03.098 0000000000000A40 DuplicateTokenEx: token=000000000000027C error=0 token=000000000000028C
09.03.2017 19:01:03.098 0000000000000A40 NewSecurityDescriptor: error=0
09.03.2017 19:01:03.098 0000000000000A40 SetTokenInformation: error=0
09.03.2017 19:01:03.098 0000000000000A40 Scheduler user for account found
09.03.2017 19:01:03.098 0000000000000A40 Session not found
09.03.2017 19:01:03.099 0000000000000A40 GetTokenUserName: error=0 domain=NT AUTHORITY user=SYSTEM
09.03.2017 19:01:03.103 0000000000000A40 DsGetDcName: domain=NT AUTHORITY error=1212
09.03.2017 19:01:03.103 0000000000000A40 GetUserProfileDirectory error=0.
09.03.2017 19:01:03.103 0000000000000A40 LoadUserProfile: user=SYSTEM path=(null) error=0
09.03.2017 19:01:03.106 0000000000000A40 CreateEnvironmentBlock: error=0
09.03.2017 19:01:03.182 0000000000000A40 CreateProcessAsUser: token=000000000000028C error=0
09.03.2017 19:01:03.182 0000000000000A40 Stored token 0000000000000000 replaced with 0000000000000000
09.03.2017 19:01:03.182 0000000000000A40 Runner wait for 4294967295 ms
09.03.2017 19:01:03.192 0000000000000A40 Task 1-4 completed with exit code=33882113
09.03.2017 19:01:03.192 0000000000000A40 Windows fast startup state to enable: BACKUP PRESENCE
09.03.2017 19:01:03.192 0000000000000A40 Windows fast startup state enabled: ENABLED PRESENCE
09.03.2017 19:01:03.192 0000000000000A40 Stored token 0000000000000000 replaced with 0000000000000000
09.03.2017 19:01:03.192 0000000000000A40 Retry failed task 1-4
09.03.2017 19:01:03.192 0000000000000A40 Runner wait for 4294967295 ms
09.03.2017 19:01:03.195 00000000000009E4 OnServiceMainWake: begin
09.03.2017 19:01:03.195 00000000000009E4 OnServiceMainWake: next time = 9.03.2017 19:02:03

And it tried again after this. Can someone see a culprit herre?
 

Try running schedule manager and see if task 1-4 matches the task you have in the console.  It seems like the scheduler may have a bad record for this particular job - possibly a duplicate reference somehow.

09.03.2017 19:00:01.702 0000000000000A40 Running task 1-4
09.03.2017 19:00:01.705 0000000000000A40 DuplicateTokenEx: token=0000000000000274 error=0 token=0000000000000278

You can clear out all scheduled tasks using schedule manager with taskzap, or just specific scheduled task (1-4 if that's what matches in schedule manager) instead.  Then go back into your backup job and reselect the schedule, source and destination and try again.  

Alternatively, if a new job is working OK and it's just this one, perhaps it might save time to just build a new backup job and march on from there.  You can then delete your old backup task when you're comfortable with the new one.  You can keep the previous backup files or delete them when you're comfortale with the amount of backup history from the new job. 

I've looked at older logs when the backup worked and they have the same indications. The big difference is that I get API_ENTRY and API_REPLY entries when it works, but none in the failed log. Also, there is a task 1-9 that appears in the successful logs, but not in the failed log.

I checked out the Scheduler Manager and it says this about task 1-4:

1-4   C:\Program Files (x86)\Acronis\TrueImageHome\ga_service.exe /ransomware

and...

 1-9  ~*TrueImageHomeNotify* /dummy /script:"F518ABC8-1C12-483B-A5BA-165111DD0E89" /uuid:"F518ABC8-1C12-483B-A5BA-165111DD0E89" /run_mode:?RunMode?

Don't like the sound of that 1-4 task, but maybe it is normal.

By the way, in checking back I find that the failure is not happening if the system is awake when the backup is scheduled to happen. I've changed the wake-up task from one minute before to two minutes before to see if that helps,

I have a feeling the 1-4 task is to start the ransomware protection service if you are using the NG build of the application - it should be safe. 

Curious if the delay will help or not.  If not, you might also try setting the scheduler service to "automatic-delayed" in computer management - that should give it a bit more time to startup as a service too that the default "automatic" setting.

OK, somewhat better result tonight.

I made a couple changes...

1. I changed the wake-up task to run two minutes before the scheduled backup time rather than one minute.

2. I checked the backup option to "Run at the system startup with delay (in minutes)" for 2 minutes.

I also changed the power profile to never power down the hard disks. I doubt this would have any effect since all the Acronis stuff is on an SSD.

So the computer woke up from sleep on schedule, but the backup did not start at 7:00. I then opened up the Acronis UI. Suddenly, at 7:02 the backup started. Before that happened, the UI said the next backup would be tomorrow at 7:00. Tomorrow I'll do the same thing, but not start the Acronis UI.

I am not running the New Generation, so I don't know why it may be doing the Active Protection stuff, unless that is because of a 30 day trial period. I have the ATI 2017 stand alone license, not the subscription license. I'll want to see what happens after my trial period expires. I also discovered that the ga_service is Google Analytics, which is not something I want running anyway. Too much stuff going on.