Problems logging a new call

[sbudd]

Hello

I have been trying to log a support call with regards to Acronis Truecopy.
However when logging the call the first box remains blank and does not allow me to make a selection.

I am experiencing a problem with True Copy crashing when producing a backup to an external Maxtor USB disk. I have tried to produce a backup now about ten times in total with the same problem - The PC crashes.

The last two times I have turned off Zone Alarm, AVG, Spybot, Adaware and Webroot Spysweeper but with the same problem of the PC crashing about an hour into the backup.

The details of the problem are as follows.

Serial: XXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Date purchased: 18 March 2006
Build: 2,337
version: 9.0

Environment:
Windows XP Professional
Internal disk: 300GB
External backup disk: 300GB Maxtor USB connected disk

Acronis True Image software is crashing on running a backup to an external Maxtor hard disk. This has occured about 10 times now with the system crashing after about 1 hour.
I have tried un-installing the product, rebooting and re-installing the product without any difference.

A zip file containing the following files is attached for your information. If there is any further information that you require then please let me know.

20076-03-22-081213.log
system-information.nfo
report.txt
snapapi.log


With regards
Stuart Budd

[Acronis Support]

Hello sbudd,

Thank you for choosing Acronis Disk Backup Software (http://www.acronis.com/homecomputing/products/trueimage/).

Please be aware that in order to be able to submit a request for technical support using Report a problem with a registered product link you should register your product(s) in the Product Registration section of your account at our web site first. Please also note that I have already reported this issue to our Web Team and they will most likely make the Report a problem with a registered product link inaccessible for the people who did not register any products yet.

Please also note that if you do not have any products registered yet (e.g. using a free trial version) then you can always submit a request for technical support either using Ask a question before you purchase Acronis software link or by sending a letter directly to support@acronis.com.

As for the problem you encounter, in addition to the already collected information we would also like you to provide us with the following information (depending on the situation):

1.) If by "crashing" you mean that your computer reboots, gives BSOD or hangs then please do the following:

- Open Computer properties either by right clicking on My Computer icon and choosing Properties or by opening System properties in Control Panel;

- Go to Advanced tab;

- Press Startup and Recover Settings button;

- Choose Small memory dump in Write debugging information box;

- Close all the dialog windows by clicking OK buttons.

- Reproduce the system crash and collect the mini-dumps created;

2.) If by "crashing" you mean that Acronis True Image 9.0 itself crushes giving you some error message or just closing without any warning, however, the operating system remains intact and actually keep functioning then please do the following:

- Press the Start button, choose Run, type "drwtsn32" and press Enter;

- In the dialog that appears check the Log File and Crash Dump paths, then press the OK button;

- Run Acronis True Image and reproduce the problem;

- Pick up the user.dmp and drwtsn32.log files in the directory specified at step 2;

Please submit a request for technical support (http://www.acronis.com/homecomputing/my/support/) in one of the ways described above. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the problem appears and the link to this thread. We will investigate the problem and try to provide you with the solution.

Thank you.
--
Alexey Popov