Problem with Automatic Consolidation in ATI 2010

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When I edit a backup task by selecting automatic consolidation and later clicking on any other option other than Proceed hangs my system. I need to kill the process to recover. I had same problem on my system with Vista and after I upgraded to Win 7. Can anyone tell me if this is my problem or is it a bug?

Dom, 11/22/2009 - 16:50
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Hello John,

I will do everything possible in order to resolve the issue you experience.

Because of the latest major changes in Windows Vista and Windows 7 native snapshot driver (VolSnap), there were some modifications introduced in Acronis True Image Home 2010 (starting from Build 6029). The Acronis native snapshot driver (snapman) was moved from UpperFilters to LowerFilters to avoid conflicts with VolSnap (which could have lead to backups failure or data corruption in backups). This change may sometimes manifest itself in a freezing Windows Vista or Windows 7 operating system on machines with rare software and hardware configurations.

To solve the issue please do the following:

Let me know if the issue persists or you need further assistance.

Thank you.

Mar, 12/15/2009 - 08:33
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Commenti: 1

When I edit a backup task by selecting automatic consolidation and later clicking on any other option other than Proceed hangs my system. I need to kill the process to recover. I had same problem on my system with Vista and after I upgraded to Win 7. I note that you say to apply the snapapi patch, which I applied but the system still hangs with 'not responding'
What should I do?

Sab, 12/19/2009 - 03:32
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hello Robert!

Thank you for your comment and for finding time to report about the issue! I will be glad to help you.

Actually we didn't meet that problem before, but I'm sure we will be able to provide you with a solution. Unfortunately currently due to the lack of investigation information it is difficult to identify the reason, but before we proceed with gathering this info, let's make sure that we have everything correctly set up: 

  1. Please check whether you are using the latest build of the software. You can find it here, it should be 6053.
  2. We need to be sure that all drivers were assigned properly, so I would suggest you to reinstall the product in the following way:
    - Go to Constol Panel -> Add and Remove programs
    - Find there SnapAPI and uninstall it
    - Manually uninstall the product following these instructions
    - Please turn off any antiviruses, third party backup software and firewall
    - Make sure that the following services are started: Volume Shadow Copy, COM+ System Application, Distributed Transaction Coordinator (Control Panel -> Administrative Tools -> Services).
    - Install the product anew

    These steps will grant us that the product was properly installed.

  3. Reproduce the steps that led to the issue to see whether it persists.

Should the problem be present, we will need to take a closer look at it, so I would appreciate if you could kindly provide us with the following: 

  1. Acronis Info from the target machine
  2. The exact sequence of steps you performed before encountered the issue (screenshots will be appreciated)
  3. Could you please kindly specify whether the system hangs of the application? Should it be the product, we would be glad if you could kindly provide us with the Process monitor logs.
  4. Device Tree tools output:
    - Download the respective Device Tree edition
    Windows Vista
    Windows 64 bit
    Windows 32 bit
    Windows 7 (32/64 bit)
    - Run it and fully unfold the following branches
    \Driver\Disk and \Driver\Ftdisk
    - Create the screenshot of the unfolded branches. Please make sure that all the info from the left side of the window can be seen on the screenshot.
    - Send us the file created

Please contact us with the information gathered, it will help us to identify the reason of the problem and provide you with appropriate solution.

I would appreciate if you could kindly keep us posted. Should you have any additional questions or face any difficulties with obtaining the diagnostic information - just leave a comment here, and we will definitely help you!

I will wait for news from you.

Thank you in advance.

Ven, 02/26/2010 - 14:39