Can't re-install True Image 11

Discussion in 'Acronis True Image Product Line' started by FOrmula400, Sep 13, 2008.

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  1. FOrmula400

    FOrmula400 Registered Member

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    I have been using True Image (TI) since version 9, and have been using v11 since it came out. On a number of occasions, I have had a problem where TI will hang during the scanning of disks and partitions prior to an image backup. On previous occasions the problem has just gone away. When it happened this time, I decided to repair the installation using the TI tools. The repair hung and I had to switch off the pc. I tried a removal from Control Panel Add/Remove programs and this also hung. I consulted this forum and obtained the acronis_cleanup.exe program which I ran to remove TI. This ran successfully to completion but left behind the files in the TrueImageHome folder. It also left approximately 200 registry entries. I removed the folder and removed the registry entries with JV16 power tools. I'm not sure the acronis_cleanup.exe program checks where the installation is. My Windows XP is on the E drive and the TI program is on the I drive.

    Any attempts at a new install now fail during the file installation stage. The pc hangs. A review of the Event Viewer System log shows the following entries after the the hang occurs:

    Timeout (30000 milliseconds) waiting for a transaction response from the TrkWks service.
    Timeout (30000 milliseconds) waiting for a transaction response from the ShellHWDetection service.
    Timeout (30000 milliseconds) waiting for a transaction response from the dmserver service.
    These entries continue to appear every 30 seconds.
    [Note - these same entries occurred when the program was installed and hung at the disk scanning stage as described above]

    A review of these services using procexp.exe shows these 3 services under a svchost entry.

    Can anyone help me with this? No other programs are showing such problems.

    I depend on TI for my PC backups. I really need to be able to install this program again.

    Thanks

    Geoff
     
  2. MrMorse

    MrMorse Registered Member

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    Did you have connected external devices (USB, etc) during the PC starts?
     
  3. FOrmula400

    FOrmula400 Registered Member

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    No. I did have an external 400GB SATA drive connected, but I removed it and it is just the same.

    Note that I have run TI 11 satifactorily for 9 months or more, with the external drive, but this problem of hanging due to the 3 30 second service timeouts has occurred a couple of times before, and then just gone away.
     
  4. MrMorse

    MrMorse Registered Member

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    Yes, I noticed that.

    But I asked because the meaning of these three tasks are:

    TrkWks = Überwachung verteilter Verknüpfungen (Client)
    dmserver = Verwaltung logischer Datenträger
    ShellHWDetection = Hardwareerkennung

    I'm sorry I have a German edition.

    All these tasks have to do with identification of hardware or logical hdds or shared links.
    Therefore I ask about external hardware.

    Ok, next question:
    - Do you use 'dynamic partitions'?
    - Are all partitions checked with chkdisk?
    - are all device numbers as you expect?
     
  5. FOrmula400

    FOrmula400 Registered Member

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    I need to do some more investigation and then get back to you. However, since my last post, the last failed installation has left a TI 11 on the disk. When I run it it fails whilst scanning the L partition, which is the third partition on the second hard disk.

    All for now

    Geoff
     
  6. FOrmula400

    FOrmula400 Registered Member

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    Can't re-install True Image 11 - FIXED

    I did some more exploring and found this thread:
    https://www.wilderssecurity.com/showthread.php?p=1162974

    Whilst not exactly the same as the problems I've been having, it was similar enough to persuade me to disable the trkwks service. That solved the problem. TI11 installed fine, scans all the partitions correctly and performs as expected.
    As I have had this same problem intermittently in the past, I wonder whether the status of this service can get changed during Microsoft Updates? Or maybe TI11 just used to run OK with the service enabled, but longer does. Who knows?

    All I can say is that TI11 is the only one of a large number of programs on my PC which has experienced this problem with trkwks. If Acronis would like to comment I'd be interested to hear from them. I have filled in an Acronis web technical support form requesting help with this problem on a number of occasions and have never had the courtesy of a reply. I'm just glad that this forum exists!!

    Thanks to all those who helped,

    Geoff
     
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