TrueImage 2010 installs but does not inialize correctly

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I downloaded and installed TrueImage 2010. After installing the program using Win XP pro, whenever I go to access the program (double click the icon) it will run okay. But, when I shut down the program and try to activate it again, it will not start. The cursor just blinks once and nothing happens. If I restart the computer it will do it again in the same manner, okay the first time but nothing thereafter. Has anyone had the same problem. I've contacted tech support and they had me do several things which did not correct the situation. I also tried this on a separate computer which has Windows 7. It occurs on this one just the same way. Tech support says it's my computer and there are no bugs in the program. I've had earlier versions of TrueImage and had no problems at all. Can any one shed any help on my situation? Thanks

Sab, 01/16/2010 - 21:15
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Hello Donald,

I understand the question and will do everything possible from my side to solve the issue.

There can be a lot of reasons for the encountered issue, eg. SnapAPI malfunction (Acronis drivers) or file system errors with bad blocks. Another backup solution (eg. Symantec) can interfere with Acronis drivers which then lead to malfunction.

In order to find the source of the issue we should troubleshot it and first of all I would recommend you update SnapAPI drivers using the following KB article

Then I would suggest you to check the drives for errors:

  • Go to the Command Prompt (Start -> Run -> cmd);
  • Enter the command:

chkdsk DISK: /r

where DISK is the partition letter you need to check. Please note, that checking the C: drive may require you to reboot the machine.

I would also recommend you to check whether you are using the latest build of the program (Help -> About). You can download the latest build from your account under registered products.

In case it doesn’t help to solve the issue could you please do the following (for Windows XP):

- Download and unpack the Device Tree application:

http://download.acronis.com/support/devicetree.zip

- Run the application;

- Completely unfold the \Driver\Disk and \Driver\FtDisk branches;

- Move the margin to the right in order to see all the items;

- Make a screen shot and send it to us.

Device Tree will help me to identify the possible program which can lead to Acronis software malfunction. Attach it to your next reply.

Could you please also download Acronis Report utility available at http://download.acronis.com/support/AcronisReport.exe and run it, create a report and send it to us? Please compress the Acronis Report output file into an archive (e.g. with WinZip) and attach to your message by browsing for the archive.

This would provide us with detailed information on the hard disk partition structure.

Let me know the results.

Thank you.

Dom, 01/17/2010 - 07:03
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Hello Dmitry. I followed your instructions on using Device Tree but it doesn't allow me to copy and send the page. How do you take a screen shot if the devices go beyond one page. Don

Dom, 01/17/2010 - 21:33