BSOD 10000050 (snapman.sys)

Discussion in 'Acronis True Image Product Line' started by netspy, Jan 29, 2009.

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  1. netspy

    netspy Registered Member

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    The people help please! By several PC (~80) pieces set Acronis True Image Echo Workstation 9.5.8163 Rus + Agent (from the complete set) and Disk Director SUITE 10.2169 Rus is established. A problem in periodic occurrence BSOD 10000050 (is more rare 1000007F) on several PC (~ 20), the minidump analysis has shown that is guilty (Acronis) snapman.sys:

    _______________________________________________________________________________
    WinDbg: BSOD 10000050

    Symbol search path is: C:\WINDOWS\Symbols
    Executable search path is:
    Unable to load image ntoskrnl.exe, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for ntoskrnl.exe
    Windows XP Kernel Version 2600 (Service Pack 3) MP (2 procs) Free x86 compatible
    Product: WinNt, suite: TerminalServer SingleUserTS
    Kernel base = 0x804d7000 PsLoadedModuleList = 0x8055d720
    Debug session time: Mon Jan 26 11:30:53.014 2009 (GMT+2)
    System Uptime: 2 days 17:29:59.878
    Unable to load image ntoskrnl.exe, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for ntoskrnl.exe
    Loading Kernel Symbols
    ................................................................................................................................
    Loading User Symbols
    Loading unloaded module list
    ...........................
    Unable to load image snapman.sys, Win32 error 0n2
    *** WARNING: Unable to verify timestamp for snapman.sys
    *** ERROR: Module load completed but symbols could not be loaded for snapman.sys

    BugCheck 10000050, {9df0b084, 0, 804ef19b, 0}

    Could not read faulting driver name
    Probably caused by : snapman.sys ( snapman+14e8f )

    *******************************************************************************
    * *
    * Bugcheck Analysis *
    * *
    *******************************************************************************

    PAGE_FAULT_IN_NONPAGED_AREA (50)
    Invalid system memory was referenced. This cannot be protected by try-except,
    it must be protected by a Probe. Typically the address is just plain bad or it
    is pointing at freed memory.
    Arguments:
    Arg1: 9df0b084, memory referenced.
    Arg2: 00000000, value 0 = read operation, 1 = write operation.
    Arg3: 804ef19b, If non-zero, the instruction address which referenced the bad memory
    address.
    Arg4: 00000000, (reserved)

    Debugging Details:
    ------------------


    Could not read faulting driver name

    READ_ADDRESS: 9df0b084

    FAULTING_IP:
    nt!IoSynchronousPageWrite+b5
    804ef19b ff548638 call dword ptr [esi+eax*4+38h]

    MM_INTERNAL_CODE: 0

    CUSTOMER_CRASH_COUNT: 1

    DEFAULT_BUCKET_ID: DRIVER_FAULT

    BUGCHECK_STR: 0x50

    PROCESS_NAME: TrueImage.exe

    LAST_CONTROL_TRANSFER: from ba592e8f to 804ef19b

    STACK_TEXT:
    b31beb18 ba592e8f 00074004 00000000 00000000 nt!IoSynchronousPageWrite+0xb5
    WARNING: Stack unwind information not available. Following frames may be wrong.
    b31beb30 00000000 00000000 00000000 81b858f8 snapman+0x14e8f


    STACK_COMMAND: kb

    FOLLOWUP_IP:
    snapman+14e8f
    ba592e8f ?? o_O

    SYMBOL_STACK_INDEX: 1

    SYMBOL_NAME: snapman+14e8f

    FOLLOWUP_NAME: MachineOwner

    MODULE_NAME: snapman

    IMAGE_NAME: snapman.sys

    DEBUG_FLR_IMAGE_TIMESTAMP: 47f29815

    FAILURE_BUCKET_ID: 0x50_snapman+14e8f

    BUCKET_ID: 0x50_snapman+14e8f

    Followup: MachineOwner

    _______________________________________________________________________________

    WinDbg: BSOD 1000007F

    BugCheck 1000007F, {8, 80042000, 0, 0}

    Probably caused by : Unknown_Image ( ANALYSIS_INCONCLUSIVE )

    Followup: MachineOwner
    ---------

    0: kd> !analyze -v
    *******************************************************************************
    * *
    * Bugcheck Analysis *
    * *
    *******************************************************************************

    UNEXPECTED_KERNEL_MODE_TRAP_M (1000007f)
    This means a trap occurred in kernel mode, and it's a trap of a kind
    that the kernel isn't allowed to have/catch (bound trap) or that
    is always instant death (double fault). The first number in the
    bugcheck params is the number of the trap (8 = double fault, etc)
    Consult an Intel x86 family manual to learn more about what these
    traps are. Here is a *portion* of those codes:
    If kv shows a taskGate
    use .tss on the part before the colon, then kv.
    Else if kv shows a trapframe
    use .trap on that value
    Else
    .trap on the appropriate frame will show where the trap was taken
    (on x86, this will be the ebp that goes with the procedure KiTrap)
    Endif
    kb will then show the corrected stack.
    Arguments:
    Arg1: 00000008, EXCEPTION_DOUBLE_FAULT
    Arg2: 80042000
    Arg3: 00000000
    Arg4: 00000000

    Debugging Details:
    ------------------


    BUGCHECK_STR: 0x7f_8

    CUSTOMER_CRASH_COUNT: 1

    DEFAULT_BUCKET_ID: DRIVER_FAULT

    PROCESS_NAME: TrueImageServic

    UNALIGNED_STACK_POINTER: a1ba9b21

    LAST_CONTROL_TRANSFER: from 00000000 to ccccccd8

    STACK_TEXT:
    848bef40 00000000 81f5a644 81f5a644 00000001 0xccccccd8


    STACK_COMMAND: kb

    SYMBOL_NAME: ANALYSIS_INCONCLUSIVE

    FOLLOWUP_NAME: MachineOwner

    MODULE_NAME: Unknown_Module

    IMAGE_NAME: Unknown_Image

    DEBUG_FLR_IMAGE_TIMESTAMP: 0

    BUCKET_ID: ZEROED_STACK

    Followup: MachineOwner

    _______________________________________________________________________________

    And failure occurs or at connection on RDP at an active console session (it is activated TS-Free-1.1), but not always or too not always at the planned task on backup partition (C:). Tried to delete Agent and DiskDirector c the subsequent cleaning of the register - has not helped though to arise problems began subjectively less often. Full removal of products Acronis helps only. Used software:

    Windows XP SP3 Rus Corp
    NOD32 2.7
    COMODO Firewall 3 or COMODO Internet Security 3.5
    GFI EndPointSecurity Agent
    DameWare Remote Control Agent

    Help to solve a problem please!!
     
    netspy, Jan 29, 2009
    #1
  2. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello netspy,

    Thank you for your interesting in Acronis True Image

    Contact Acronis support and submit technical request using this link or contact us via Live Chat describe the issue in details provide crash dump and ask for the latest SnapAPI drivers, also attach the following info to your request:

    - 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.

    Best regards,
    --
    Dmitry Nikolaev
     
    Acronis Support, Feb 3, 2009
    #2
  3. netspy

    netspy Registered Member

    Joined:
    Jan 29, 2009
    Posts:
    10
    I have made screenshots with DeviceTree

    http://nospam.at.tut.by/0.jpg
    http://nospam.at.tut.by/1.jpg
    http://nospam.at.tut.by/2.jpg
    http://nospam.at.tut.by/3.jpg
    http://nospam.at.tut.by/4.jpg
    http://nospam.at.tut.by/5.jpg
    http://nospam.at.tut.by/6.jpg
    http://nospam.at.tut.by/7.jpg
    http://nospam.at.tut.by/8.jpg
    http://nospam.at.tut.by/9.jpg
    http://nospam.at.tut.by/10.jpg
    http://nospam.at.tut.by/11.jpg
    http://nospam.at.tut.by/12.jpg
    http://nospam.at.tut.by/13.jpg
    http://nospam.at.tut.by/14.jpg
    http://nospam.at.tut.by/15.jpg
    http://nospam.at.tut.by/16.jpg
    http://nospam.at.tut.by/17.jpg
    http://nospam.at.tut.by/18.jpg
    http://nospam.at.tut.by/19.jpg
    http://nospam.at.tut.by/20.jpg
    http://nospam.at.tut.by/21.jpg
    http://nospam.at.tut.by/22.jpg
    http://nospam.at.tut.by/23.jpg

    and regisry hive Memory Managment (can it is useful)

    http://nospam.at.tut.by/registry.jpg

    Hardware
    Motheboard: Biostar P4TSV/iDEQ 200T/i865G-M7
    CPU: Intel Celeron 2000
    RAM: 512+256 PC-2100 DDR
    HDD: Seagate ST3250410AS 250 Gb
     
    netspy, Feb 4, 2009
    #3
  4. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello netspy,

    Thank you for your interesting in Acronis True Image

    Please completely unfold \Driver\Disk and \Driver\FtDisk left side of Device Tree recreate screenshots and send us again. Can you please also attach sysinfo file?

    You can contact Acronis support and submit technical request using this link or contact us via Live Chat

    Best regards,
    --
    Dmitry Nikolaev
     
    Acronis Support, Feb 9, 2009
    #4
  5. netspy

    netspy Registered Member

    Joined:
    Jan 29, 2009
    Posts:
    10
    netspy, Feb 9, 2009
    #5
  6. netspy

    netspy Registered Member

    Joined:
    Jan 29, 2009
    Posts:
    10
    Such problems can create connected during backup to the personal computer usb flash drive or external hdd drive?
     
    netspy, Feb 16, 2009
    #6
  7. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello netspy,

    Thank you for your interesting in Acronis True Image

    The source of the issue is Amon driver which belongs to NOD32 antivirus software. Can you please deactivate the program temporarily and see if the issue persists. If it solves the issue download the latest build of NOD32 and try again.

    If the issue remains then uninstall NOD 32 -> install Acronis software first -> then install NOD32 it should solve the issue.

    Best regards,
    --
    Dmitry Nikolaev
     
    Acronis Support, Feb 17, 2009
    #7
  8. netspy

    netspy Registered Member

    Joined:
    Jan 29, 2009
    Posts:
    10
    Hello

    Has removed NOD32 and Acronis True Image Workstation/Disk Director, has cleaned the register and remained after uninstall files and folders.
    Has rebooted, has install Acronis True Image Workstation.
    Has rebooted, has install Acronis Disk Director
    Has rebooted, has install NOD32 2.7.39 Ru

    A day later at planned backup- the PC has again rebooted with BSOD 0x00000050 (snapman.sys)

    Today on other personal computer c such problem has put similarly new version NOD32 3.1.684 Ru, has adjusted in it exceptions on C:\Program Files\Acronis and c:\WINDOWS\system32\drivers\snapman.sys, I will test.
     
    netspy, Feb 19, 2009
    #8
  9. netspy

    netspy Registered Member

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    Jan 29, 2009
    Posts:
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    With new version NOD32 the computer has again rebooted at connection to it through RDP with BSOD 0x0000050 (snapman.sys)
    Has removed NOD32, we will look as without it will work
     
    netspy, Feb 19, 2009
    #9
  10. netspy

    netspy Registered Member

    Joined:
    Jan 29, 2009
    Posts:
    10
    Today the PC without NOD32 has rebooted with BSOD 0x0000050 (snapman.sys) at task start on backup, similar problem not in NOD32 (amon). Help me pleeese
     
    netspy, Feb 20, 2009
    #10
  11. MrMorse

    MrMorse Registered Member

    Joined:
    Jun 12, 2008
    Posts:
    735
    Location:
    Germany
    I know, it sounds odd...
    - did you run "chkdsk /r" on the concerning partition?
    - did you run memtest86 (see my sig) for some hours?

    I think snapman.sys is not the initiator of x50 but the victim.
     
    MrMorse, Feb 20, 2009
    #11
  12. netspy

    netspy Registered Member

    Joined:
    Jan 29, 2009
    Posts:
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    Yes, with harware everything is all right, HDD without bad's, NTFS without errors, from the RAM too everything is all right. Without Acronis True Image/Disk Director PC's work as months without BSOD. The problem with DiskCryptor 0.3/0.4 can? Can try to install Acronis True Image Server ?
     
    netspy, Feb 20, 2009
    #12
  13. Acronis Support

    Acronis Support Acronis Support Staff

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    Apr 28, 2004
    Posts:
    25,885
    Hello netspy,

    Thank you for using Acronis Corporate Products

    Please let us know your e-mail address via PM. We will create a technical case for you.

    Thank you.

    --
    Oleg Lee
     
    Acronis Support, Feb 23, 2009
    #13
  14. netspy

    netspy Registered Member

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    Jan 29, 2009
    Posts:
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    Has tried to use Acronis TrueImage Echo Server 8206 En, the problem remains, the computer has rebooted with BSOD 0x10000050 (snman380.sys) at connection through RDP
     
    netspy, Mar 2, 2009
    #14
  15. Acronis Support

    Acronis Support Acronis Support Staff

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    Apr 28, 2004
    Posts:
    25,885
    Acronis Support, Mar 7, 2009
    #15
  16. netspy

    netspy Registered Member

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    Jan 29, 2009
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    Hello, there are any decisions of this problem?
     
    netspy, Mar 23, 2009
    #16
  17. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello netspy,

    The request has been forwarded to the appropriate person. He will contact you as soon as possible.

    Thank you.

    --
    Oleg Lee
     
    Acronis Support, Mar 24, 2009
    #17
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