Startup Recovery Manager installation crashes

Hi all,

It's been a while since I posted anything on here. I submitted a support ticket [Case 00253584], but I figured I'd open this to the community.

I recently upgraded Acronis TrueImage 11 to version 2009. So far things seem to be OK except for the installation of the Startup Recovery Manager. It causes the TrueImage process in Windows to crash! I also tried booting with the rescue CD and that also causes a crash and reboot.

I tried running fixmbr from my Windows XP CD, and also fdisk /mbr from a Win98 boot disk, and neither of those helped.

Has anybody else seen this, and better yet, how can I get it working?

Here are the crash details:

0:000> !analyze -v
ERROR: FindPlugIns 8007007b
*******************************************************************************
*
*
* Exception Analysis
*
*
*
*******************************************************************************


FAULTING_IP:
TrueImage+d3b8
0040d3b8 8b06 mov eax,[esi]

EXCEPTION_RECORD: 0013d96c -- (.exr 13d96c)
ExceptionAddress: 0040d3b8 (TrueImage+0x0000d3b
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 00000000
Parameter[1]: 00000000
Attempt to read from address 00000000

DEFAULT_BUCKET_ID: NULL_DEREFERENCE

PROCESS_NAME: TrueImage.exe

ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at "0x%08lx"
referenced memory at "0x%08lx". The memory could not be "%s".

READ_ADDRESS: 00000000

BUGCHECK_STR: ACCESS_VIOLATION

CONTEXT: 0013d988 -- (.cxr 13d98
eax=0013dc60 ebx=05f30ed0 ecx=00000000 edx=00000200 esi=00000000
edi=00000200
eip=0040d3b8 esp=0013dc54 ebp=05f30e8c iopl=0 nv up ei ng nz na
pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000
efl=00010282
TrueImage+0xd3b8:
0040d3b8 8b06 mov eax,[esi]
ds:0023:00000000=??
Resetting default scope

LAST_CONTROL_TRANSFER: from 00000000 to 0040d3b8

STACK_TEXT:
05f30e8c 00000000 00000000 00000000 00000000 TrueImage+0xd3b8


FOLLOWUP_IP:
TrueImage+d3b8
0040d3b8 8b06 mov eax,[esi]

FAULTING_SOURCE_CODE:


SYMBOL_STACK_INDEX: 0

FOLLOWUP_NAME: MachineOwner

SYMBOL_NAME: TrueImage+d3b8

MODULE_NAME: TrueImage

IMAGE_NAME: TrueImage.exe

DEBUG_FLR_IMAGE_TIMESTAMP: 4a3fa24f

STACK_COMMAND: .cxr 0x13d988 ; kb

FAILURE_BUCKET_ID: ACCESS_VIOLATION_TrueImage+d3b8

BUCKET_ID: ACCESS_VIOLATION_TrueImage+d3b8

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

 

I've tried quite a few troubleshooting steps with no luck. I just ended up reverting back to ATI Home 11, and everything is fine. Secure zone, Startup Recovery Manager... everything.

I got a good deal on ATI 2009, but the time I've spent on it has more than negated any cost that I've saved. I foolishly ignored the "If it ain't broke, don't fix it" mantra. One of these days I'll learn...

 

Hello wdormann,

Thank you for your interest in Acronis True Image Home 2009

What is your operating system and the service pack? Can you please gather the following diagnostic information and attach it to your next reply?

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.

Windows Vista:
- Download and unpack the Device Tree application:
http://download.acronis.com/support/devicetree_Vista.zip
- Run the application from "i386" folder (run the 64-bit version of Device tree from "x64" folder if you have Windows Vista 64-bit);
- Completely unfold (click on all plus signs) the \Driver\partmgr and \Driver\volmgr 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

 

Here are the screenshots:

http://i91.photobucket.com/albums/k299/spewey/misc/disk.png?t=1249613297

http://i91.photobucket.com/albums/k299/spewey/misc/ftdisk.png?t=1249613345

Any ideas?

 

Hello wdormann,

Thank you for using Acronis True Image

I've looked through the case. I would recommend you to log in to your account, go to the Registered products section -> Bootable media. Download the file nad create another Acronis Bootable Rescue Media based on ISOLINUX (the serial number should be registered).

You can find more information on how to burn an ISO image to a CD here and here

Remove the previous version by means of Acronis Clean Up Utility and install build # 9796 (the latest one) of Acronis True Image Home 2009 from the scratch.

You can learn more on how to download the latest build here

After that shut down the computer, boot the system from the new CD and activate Acronis Startup Recovery Manager.

Thank you.

--
Oleg Lee