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Windows 10 Crash on backup

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Hello,

I have been using Acronis True Image (for Western Digital) to back up my windows 10 desktop for (version 2021 build 39197) without issue for a year now.  I have a scheduled back up for Saturday morning, and when I turned on my pc, it started to crash and then reboot.  It did that about 10 times and stopped.  I was trying to figure out what caused it when I checked acronis, and it said the last backup failed.  I started the backup manually, and the crashes started again.

Please help, I'm not sure how to fix this

 

Thanks in advance

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Eric, welcome to these public User Forums.

See KB 2201: Support for OEM Versions of Acronis Products which applies to all OEM versions of ATI supplied with hardware purchases.

If you are able to boot into Windows without launching ATI or else boot in Safe Mode, then I would recommend either doing a Repair Install of ATI or else, uninstalling then reinstalling it again.

I am not aware of any known issues that would cause a Windows crash on doing a backup so the ATI application or components have suffered some form of corruption or there is an issue with the backup source or destination (which would be very unusual to cause a crash!).

KB 60915: Acronis True Image: repairing program settings - for help with doing a Repair etc.

Hi Steve,

Thank you so much for the information.  I am able to boot into windows, my PC only crashes when trying to make a backup with ATI.  I was able to make a BU using an ATI boot disc.

I did try uninstall ATI, and I got an error that the uninstall failed because it couldn't find part of the program (sorry, I forgot the exact error).  I did use the clean up utility, but it would finish, It got hung up at 'stopping process' step.

I will try doing a repair using the KB above,

 

Thanks again!!

Hi Steve,

I completed all of the TS steps in KB 60915: Acronis True Image: repairing program settings - for help with doing a Repair etc.  None of them fixed the problem, and when I uninstalled ATI, I got the following error:

Product:    Acronis True Image for Western Digital
Build:    39197
Date:    8/31/2021
Time:    10:14:11 AM
More info:    Acronis Knowledge Base
Error details:    The subkey cannot be found.

If you still need assistance, contact our Support team.

 

I ran the cleanup utility and reinstalled ATI.  I tried to make a BU, but got the same blue screen, PC restart issue.

Please help!

Eric, one quick question:  after using the Acronis Clean up tool, did you restart Windows to allow the actions to be completed?

I would suggest repeating the uninstall (via the Control Panel > Programs & Features option) followed by running the clean up tool then restarting Windows.

Next, check that all the following have been removed:

Acronis folders.
C:\ProgramData\Acronis
C:\Program Files (x86)\Acronis
C:\Program Files (x86)\Common Files\Acronis
C:\Program Files\Acronis
C:\Program Files\Common Files\Acronis
C:\Users\[name]\AppData\Local\Acronis
C:\Users\[name]\AppData\Local\VirtualStore\ProgramData\Acronis\
C:\Users\[name]\AppData\Roaming\Acronis

Windows Registry entries:
HKCU\Software\Acronis
HKLM\Software\Acronis
HKCU\SOFTWARE\WOW6432Node\Acronis
HKLM\SOFTWARE\WOW6432Node\Acronis

Left over .sys and .dll files at C:\Windows\System32 and C:\Windows\System32\Drivers.
Look for files starting with snap that may have a number in them.
Something like snapxxxx.dll or snapxxxx.sys.
Where xxxx would represent a build number of True Image.

If you find any left over Acronis files, try to move these to the recycle bin but if this is denied due to locks held, then you will need to try to identify the process holding the lock.

One method that I use is the option in Windows Task Manager to Add in the 'Command line' column to the view by using right-click on the column heading, then select 'Select columns'.  This allows you to see which tasks are from Acronis:

If you have problems deleting / killing any locked Acronis items, then another option that I use is to boot the PC from WinPE rescue media to get a command line window to use, or else to boot from a Linux boot CD/DVD or USB stick to use to remove files or folders.

One further tip, if you have removed files, then run a tool such as CCleaner to find any related Windows Registry entries pointing at the removed files (usually kernel level files for such as snapshot features).

Hi Steve,

"after using the Acronis Clean up tool, did you restart Windows to allow the actions to be completed?" - Yes, I did.

I tried another BU today, and it failed, but did not crash windows, see attached screen shot.

I also created a system report and tried to upload it, but I think its too large (11.7 MB).  Is there some way to share this with the forum?

 

Thanks again for your help!!

 

Allegato Dimensione
586505-291718.png 479.89 KB

Eric, if you can put your Acronis system report zip file in a shared cloud location such as OneDrive, Dropbox etc, then send me a private message with a link to the zip file location, I will take a look at it for you.

Eric, thanks for the link to the system report zip file.

Looking at the backup attempt from yesterday, this looks to start off normally but then hits an error that I have never seen reported in these forums!

01/09/2021 10:07:32:480 AM Pid: 14736 >>> --id=1
--action=backup --action=cleanup --action=metainfo --disk-backup
--agent="Acronis True Image for Western Digital 25.0.1.39197 Win"
--archive="E:\\Backups\\C Drive\\C Drive.tibx"
--source="\\local\\hd_sign(356CC77F)"
--machine-id="034375F5-26E9-42AB-9E96-113981ACFED0"
--resource-id="ECFAD979-BABC-458A-BECC-F4BD216D6EAF"
--vss-mode="vss" --backup-scheme="full" --keep-versions=1
01/09/2021 10:07:32:645 AM Pid: 14736 type=log; level=inf; message=ar#1: opening archive path="\\?\E:\Backups\C Drive\\C Drive.tibx" in rewrite mode (create);
 

01/09/2021 10:10:05:132 AM Pid: 14736 id=1; progress=19
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message=Register dump:;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message=;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message= EAX: 012300b9 EBX: 093d753b ECX: 00000000;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message= EDX: 0000002e ESI: 093d750d EDI: 0c04f7a8;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message= EBP: 0c04f29c ESP: 0c04f238;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message=;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message= EIP: 67e91531 EFLAGS: 00010283;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message=;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message= CS: 0023 FS: 0053 GS: 002b;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message=;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message= Addr: 67e91531 Code: c0000005 Flags: 00000000;
01/09/2021 10:10:05:604 AM Pid: 14736 type=log; level=err; message=;
01/09/2021 10:10:05:700 AM Pid: 14736 type=log; level=err; message= 0: zstd(ZSTD_toFlushNow+0x3bd1) [0x67e91531];
01/09/2021 10:10:05:700 AM Pid: 14736 type=log; level=err; message= 1: zstd(ZSTD_adjustCParams+0x385) [0x67e86bc5];
01/09/2021 10:10:05:700 AM Pid: 14736 type=log; level=err; message= 2: zstd(ZSTD_compressBlock+0x77) [0x67e879b7];
01/09/2021 10:10:05:701 AM Pid: 14736 type=log; level=err; message= 3: zstd(ZSTD_compress_advanced+0x306) [0x67e88bf6];
01/09/2021 10:10:05:701 AM Pid: 14736 type=log; level=err; message= 4: zstd(ZSTD_compressContinue+0x147) [0x67e87d97];
01/09/2021 10:10:05:702 AM Pid: 14736 type=log; level=err; message= 5: zstd(ZSTD_compressEnd+0x20) [0x67e87e20];
01/09/2021 10:10:05:702 AM Pid: 14736 type=log; level=err; message= 6: zstd(ZSTD_compress_advanced+0x1a7) [0x67e88a97];
01/09/2021 10:10:05:702 AM Pid: 14736 type=log; level=err; message= 7: zstd(ZSTD_compress_usingDict+0xd5) [0x67e88f65];
01/09/2021 10:10:05:702 AM Pid: 14736 type=log; level=err; message= 8: zstd(ZSTD_compress+0x5e) [0x67e8729e];
01/09/2021 10:10:05:702 AM Pid: 14736 type=log; level=err; message= 9: archive3(ar_segment_read_payload+0xb9e) [0x67f298de];
01/09/2021 10:10:05:703 AM Pid: 14736 type=log; level=err; message=10: archive3(ar_segment_read_payload+0xab7) [0x67f297f7];
01/09/2021 10:10:05:703 AM Pid: 14736 type=log; level=err; message=11: archive3(ar_segment_read_payload+0xaed) [0x67f2982d];
01/09/2021 10:10:05:703 AMPid: 14736 type=log; level=err; message=12: archive3(archive_slice_get_export_params+0x1c28) [0x67f27a68];
01/09/2021 10:10:05:704 AM Pid: 14736 type=log; level=err; message=13: pcs_io(pcs_ctx_vlog+0x2ab) [0x67f9426b];
01/09/2021 10:10:05:704 AM Pid: 14736 type=log; level=err; message=14: KERNELBASE(GetNumaHighestNodeNumber+0xa1) [0x7669cc21];
01/09/2021 10:10:05:704 AM Pid: 14736 type=log; level=err; message=15: KERNELBASE(GetNumaHighestNodeNumber+0x56) [0x7669cbd6];
01/09/2021 10:10:05:704 AM Pid: 14736 type=log; level=err; message=16: ntdll(RtlUser*** [0x778b2777];
01/09/2021 10:10:05:704 AM Pid: 14736 type=log; level=err; message=;

My initial thoughts are to ask whether this system is over-clocked as this can cause some very strange problems when under stress?

The other check would be to run memory diagnostics to ensure that you don't have failing memory modules?

As you are running ATI 2021 for Western Digital you would need to raise this with WD unless you are willing to uninstall the OEM version and install a 30-day trial of the full ATI 2021 to see if that exhibits the same error symptoms?  If it does, then Acronis would accept a support ticket to investigate the issue during the trial support period.

Alternatively you could try running a different backup application such as Macrium Reflect Free to see if this also gives similar errors which would confirm whether the issue is specific to your PC or the OEM ATI application?

Hi Steve,

 

That is very interesting.....  I have overclocked my PC in the past, but I don't believe it is now.  Either way, I haven't changed the OC setting in a long time, and this problem just started happening.  ATI has been working fine for months until last weekend.

I will check, and take the OC off if it is.  I believe there is a setting to reduce BU speed, so I will try a BU with reduced speed/priority.

I will also run Memtest to see if there are any problems.

 

Thanks again!!!

 

Hi Steve,

I turns out I did have an overclock on my PC.  I removed it and ATI successfully created nd validated a BU!!

 

I really appreciate all of you help, Many Thanks Again!!

Eric, good to know that this strange issue is resolved, thanks for the feedback!