True Image 2011 application Hang at start up each time

Hello Sebastien!

Welcome to our Forum, we're glad to greet you here. I understand your concern, and will be glad to help you.

There can be several reasons for the crash, so in order to solve the problem, we need to localize the cause. Please gather the following investigation data:

1. Acronis Info from the problem machine
2. Userdump
3. Event logs
   Start -> Run -> Eventvwr.msc

After that please contact support directly with the information attached. Keep in mind that should there be any procrastination with the reply, you can always specify us the case number. We will do our best to speed up the process.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

I have the same issue - should I've attached my acronis sysinfo file. If you want minidumps, I'll need to know what processes you want.

Win 7/64, fully patched
Acronis 2011 Update 1 (build 6597)

The backups seem to work fine - I can look at the logs and examine the backup files directly and there do not appear to be any errors. But once the management console is started, it just hangs.

Thanks
Rick

Hi Yana,

My problem is not solved yet! i am planned very soon to re-format my SSD drive and process an update of the firmware (OCZ agilty 2). Userdume file is so big at 170 Mo, so i can't post it there!

Also, i would like to say that i tried some potentials solutions found in this thread : http://forum.acronis.com/forum/14120

Even the executable file TrueImageMonitor.exe crash in my face.

System information:

i7 950 (stock)
12 GB (2x6) Mushkin Ridgeback 6-6-6
EVGA E770 classified3
EVGA 470 GTX
SATA 0 : SSD OCZ Agilty 2 <--- OS : Window 7/64 bits with Acronis 2011 Update 1 (build 6597)
SATA 1 : empty
SATA 2: Samsumg f3 1 TB RAID0 <--- program and workspace
SATA 3: Samsumg f3 1 TB RAID0
SATA 4: Samsumg f4 2 TB <----- bkp collectors
SATA 5: empty
SATA 4: empty
SATA3 0 : Blue ray drive
SATA3 1 : empty
USB port pluged on 3 Harddrives (over 3 000 Raw) <----- bkp collectors

my computer is a production tool for my works. Backup is very crucial for me.

My initial plan for backup :

-beyound compare - file synchronisation (workspace)
-True image bkp on each friday 12:00

Have you almost lost a web project of 50 000$ US, because the "unreliable" Window refuse to load (BSOS) on a sick harddrive and no copy of the project (Idiot me = yes) ? I can tell you that you have trouble to sleep! You totally panic! i invest a big cash for this situation never happen to me.

So Acronis Let's me not going down, please!

Any idea?

Thank in advance
sethier

Dear Rick and Sebastien,

Thank you for your comments, and the information attached. I entirely understand how important it is to find a solution, rest assured I will do my best to guide the cases till its complete resolution.

Dear Rick, thank you for the system information. Unfortunately I still need a userdump of the product crash. The process's named TrueImage.exe.
Let me know in case the dump file will be to big for attaching it to the thread, I will open an FTP account for your, and send you the link to it via Private message.

Dear Sebastien, thank you for the info attached. I understand the urgency of the problem. I've created an FTP account for you/ I will send you the link to it via Private message in a minute. Please, upload the dump file there, and let me know when it's done.

Please also note that unfortunately Forum doesn't allow us to provide you with immediate technical assistance, and considered to be not a support channel, but a community. We do our best to assist you with all your questions, but in case of emergency we would advise you to contact support directly via live media.

We're working towards providing our clients with best assistance on time, that's why it's important for us to know that in case your thread wasn't addressed immediately, you can get online assistance.

I will be waiting for your replies, Sebastien, Rick, and in case you have any questions, please, let me know.

Thank you!

Unable to create minidump. I can create dumps on any other processes in my task manager, but not TrueImage.exe *32. Response is "The operation could not be completed. Access is denied."

Meanwhile, my scheduled backups seem to be working fine and I can access the log section of the acronis help window to verify. Plus I can go into the backups themselves and restore individual files - I just have no way to adjust what is being backed up or when because whenever I click on "Disk and partition backup" the ap hangs. There is minimum disk activity (under I/O other bytes - roughly 100 bytes per second) and this will continue indefinitely. And once I am in this state, everything in the gui is locked up.

Is there an issue with the 32bit interface running under win 7-64? I'm running build 6597 (home 2011, update 1). I seem to recall when I first went to win 64, that home 2010 worked fine.......
Thanks
Rick

Dear Rick,

Thank you for the detailed reply.

Acronis True Image Home 2011 works fine both on the 32 and 64bit edition, so this shouldn't be the cause of the problem (the product installer is not OS edition dependent, and can be installed both on 32 and 64bit OS). You've mentioned that the product freezes on selecting "Disk and partition backup". This is very important, since it shed the light to the situation: 

When one is selecting "Disk and partition backup", the product starts SnapAPI drivers, which are responsible for accessing the hard drives and creation of snapshot. This also can explain the error during the dump file creation.

In case the product got stuck on SnapAPI initializing, probably, the drivers failed to install correctly or they conflict with some third party software. We can resolve it by updating SnapAPI. I will send you the update link in a minute via Private message. Please run the installation file on the problem machine, and check whether the issue persists. 

Should it remain, please, gather Acronis Info, exact sequence of steps performed, screenshot of the problem and SnapAPI log (I will send you the SnapAPI log instructions via PM alongside with the link).  If you have time yo try and create Userdump once again it would be very useful, though not critical.

Let me know in case you have any questions, I will be glad to guide you if necessary.

I will be looking forward to news from you.

Merry Christmas!

I have the same problem with 32 bit win 7. I have the latest build (6696) and I have installed the latest Sanapi. My dumps were uploaded today 2/16/11. Running the create acronis dump from the application will crash the application so I used the stand alone application to do it. Also, to get around the "access denied" problem with the tureimage32 dump is to go to the actual taskmgr.exe application in System32, right click it and select Run as Administrator.
I hope a solution is found soon as I am now running without backup.
2010 worked fine but 2011 hangs on the startup page with a continual "Loading" displayed. Attempting to click on Backup will start another rotating arrow and then the app has to be closed with task manager. Running the system information tool will cause an application crash. Uninstalling 2010, 2011 and plus packs then reinstalling did not help.
Four different chat sessions with support.

I have tracked the issue to Bitlocker. I have two drives with 1 non-Bitlocker partician and 1 each which is Bitlocked. If I unlock BOTH particians, Acronis will start normally. (I am not trying to backup the Bitlocked particians).
2010 did not have this problem. It would complain about not being able to read the paticians but you could ignore out of it.
Build 6696

same issue / solution for win 7 64-bit. Once my bitlocked drive was unlocked, build 6696 worked fine.

Unfortunately, I don't consider this to be a solution. This leaves my bitlocked drives open on an unattended PC for an extended period of time.
In addition I also had these issues.
1. My configuration on the 1st drive was a Reserved System partition, my C: boot partition and a Bitlocker partition (shich I don't backup). I rebuilt my system because I was increasing the size of my raid drives. Restoring with 2011 insisted on putting the partitions in the wrong order even though I would manually put them in the correct order. When the restore was finished, I had a non-bootable Win 7. No attempt or retry would fix this. The only solution was to use a Windows 7 repair disk. (2010 did not have this problem).
2. I could not create a Windows 7 repair disk because of 2011's Windows Intigration. Even though there is an option to turn it off, it did not work and I would get an error. This was true even after an uninstall of Acronis. I eventually discovered (on my own and not from Acronis support) a registry fix for this. Again, not an issue with 2010. Acronis simply does not have the funtionality that the Windows 7 repair disk does to fix unbootable systems.
3. Acronis support was hopeless.

My solution was to get a refund.

Hi all,

i know it's almost one year later, but my problem still. The fact that i wasn't able to use ATI this year, the inthinkabe has come last week. My SSDs drives mounted in Raid0 drives died with bad sectors not repairable, and i had no image recovery for this bad situation! At least, i made manual backup of my all projects with a synch Folder program.

Here is my current system right now:

i switched my defect SSDs drive for a mono SSD, and i connected Bluray drive in SATA2 port

i7 950 (stock)
12 GB (2x6) Mushkin Ridgeback 6-6-6
EVGA E770 classified3
EVGA 470 GTX
SATA 0 : SSD - CRUCIAL M4 128 <--- OS : Window 7/64 bits with Acronis 2011 (build 6942) c:\
SATA 1 : empty
SATA 2: HDD - Samsumg f3 1 TB RAID0 array with three partitions ---> d:\ e:\ and f:\
SATA 3: HDD - Samsumg f3 1 TB RAID0 array ...
SATA 4: HDD - Samsumg f4 2 TB g:\<----- bkp manual collectors
SATA 5: empty
SATA 4: LG Bluray drive
SATA3 0 : empty
SATA3 1 : empty

Last week, i got F4 BSOD on my system. After 4 hours investigation, i discovery that my SSDs mounted in Raid0 has died. Google 'SSD F4 BSOD', you will find many informations about this problem. Anyway, i bought a new SSD drive to be uptime for my work. After a fresh install on Windows 7 pro 64 bit on a new and fresh SSD.... i installed Acronis and the application hang again and again when i click to launch TI :(.

Here is the message error :

Nom de l’application défaillante TrueImage.exe, version : 14.0.0.6942, horodatage : 0x4e7b678b
Nom du module défaillant : MSVCR80.dll, version : 8.0.50727.4940, horodatage : 0x4ca2b271
Code d’exception : 0x40000015
Décalage d’erreur : 0x000046b4
ID du processus défaillant : 0x1610
Heure de début de l’application défaillante : 0x01ccc7d6f3c88411
Chemin d’accès de l’application défaillante : D:\Programmes\Acronis\TrueImageHome\TrueImage.exe
Chemin d’accès du module défaillant: C:\Windows\WinSxS\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.4940_none_d08cc06a442b34fc\MSVCR80.dll
ID de rapport : 32b40756-33ca-11e1-b163-001fbc095698

Diagnotic (what i did before i post here):

Memtest for 8 hours: PASS with no error
chrskr /r on a new SSD : PASS with no error
chrskr /r on my RAid0: PASS with no error
intel RST check up : PASS with no error
Seatool short and long test on my raid0 drive : Pass with no error
i installed SnapAPI, no luck

I tested another competitor product (the big one with an abysmal support). Well, when the start up their application, it's response well, i was able to make image of my C drive without problem, but unfortunately i wasn't not able to make an image or grab the files and/or subfolders outside my C: drive. i catch -Info 6C8F1C25: Cannot add protection. --Cannot retrieve list of drives. The application don't see my other drive, but i am able to select them. Stange, doesn't you.

it's like that ATI and the other backup softwares seem don't like my other drive except C:

Anyone have idea of this problem ?

I know, its the nature of the new technologie, i catch a complexe issue. Thank you to support with me

Sebastien

Question for Acronis team :)

Do you think that explain the hang on each start up if ATI 2011 detect some dynamic drives are formatted as GTP. Why i didn't received a notice to updrage instead to crash and hang ?

regard

seb