DiskDirector build 524 crashes on right-click under WXP SP1

Hi there,

on my desktop computer running under windows xp pro sp1 i purchased and installed diskdirector build 524 as an upgrade to partition expert personal edition. the pc is an intel p4 with 1 gb of ecc ram.

unfortunately i am having serious problems working with the program since every time i right-click a partition or a drive (manual mode) the program crashes with a memory error.

i have installed the german version of the program. the following message regarding the error is in german:

" Die Anweisung in "0x003a2720" verweist auf Speicher in "0xed8223e4". Der Vorgang "written" konnte nicht auf den Speicher ausgeführt werden. "

running the bootable recovery cd that i have created with the program wizard works fine without a flaw.

i contacted the german support on the 27.12.2004 via email but haven't recieved a reply yet.

hopefully someone here will be able to help me sooner....

best regards
pvd

 

Dear Acronis Support team,

what should I make of this? I wrote an email to your costumer support, contacted the service team by telephone and also posted my problem here in your support forum. No answer or reply from the Support team so far. Not even an acknowledgement or a question to me for further information that might be helpful in solving my problem. Is this the way Acronis is treating its paying customers?

Sorry for sounding so bitter but I am a bit upset. Still I would very much appreciate some help with the problem.

Thank you very much in advance

pvd

 

Hello pvd,

Thank you for choosing Acronis Disk Director Suite (http://www.acronis.com/homecomputing/products/diskdirector/).

We are really sorry for the inconveniences. Please accept our apologies for the delay with the response.

As I understood you have contacted our German Support Team at support@acronis.de. Please let me know the subject of your message and I will try to find it.

In the meantime please do the following:

1. Press the Start button, choose Run, type "drwtsn32" and press Enter.
2. In the dialog that appears check the Log File and Crash Dump paths, then press the OK button.
3. Run Acronis Disk Director Suite again.
4. Pick up the user.dmp and drwtsn32.log files in the directory specified at step 2 and send them to support@acronis.com and let me know the subject of this message.

Please also send us your system information:

- Open Start\Programs\Accessories\System Tools\System Information;
- Choose the "Save" option in the "File" menu (or "Action" menu under Windows 2000), enter the "File name" and set the field "Save as type" to "System Information File (*.NFO)";
- Send us (support@acronis.com) the saved file.

Thank you for the cooperation.

--
Andrew Berezovsky

 

Hello Andrew,

thank you for your reply. I have send an email to support@acronis.com with the subject of this thread and included the email I send to the German support team along with the files you asked for.

Thanks again.

pvd

 

Dear Support Team,

it has been a while and since I haven't heard from you guys I thouhgt I might just say 'hello' wondering if you have found a way to help me with my problem which still makes it impossible for me to use DiskDirektor under WXP SP1.

Thank you for your reply in advance.

pvd

 

Hello pvd,

We do apologize for the delay with the reply from Acronis Support Team. could you tell me your Acronis request # which was sent to you as an autoreply to the letter you sent to support@acronis.com (not German support). If you haven't recieved any please send me a private message with the e-mail address from which you sent the letter.

Thank you.
--
Ilya Toytman

 

Hello Ilya,

thank you for your reply. The email was send with #188406 in the subject line.
It was send on January 19th, 2005 to support@acronis.com.

Best regards
pvd

 

Hello pvd,

Please accept our apologies for the delay with the response.

We have received the screen shots showing the error message. This problem has been forwarded to our Development Team. We will contact you again as soon as possible.

Thank you.

--
Andrew Berezovsky

 

Hello Support team,

I was wondering wether you have some new information for me as I am still not able to run DiskDirector under Windows.

Best regards
pvd

 

Hello pvd,

We are sorry for the delayed response.

I have contacted Michael in connection with your problem. All this time he has been investigating your issue with the Development Team. He will answer you soon.

Thank you.
--
Ilya Toytman

 

Dear Support-Team,

I was wondering wether your development team has some update information on my issue? Until today I am still not able to run my copy of DiskDirector.

Thank you in advance for your help.

Best regards
pvd

 

Hello pvd,

Please download the latest build (534) of Acronis Disk Director Suite 9.0, which is available on our web site at http://www.acronis.com/homecomputing/support/updates/. To get access to updates you should register your software first at http://www.acronis.com/homecomputing/registration/. Please disable any download managers, internet download/connection boosters, etc. before the download.

If the problem still persists please let Michael know about that.

Thank you.
--
Ilya Toytman

 

Dear Support Team,

after downloading and updating to build 534 unfurtunately still persists. I will contact Michael.

Best regards
pvd

 

Hello pvd,

I am really sorry to hear the problem persists with the latest build.

If you don't get any reply for a long time please let me know. I will contact Michael and find out how the investigation is going.

Thank you.
--
Ilya Toytman

 

Dear Support-Team,

after downloading and installing build 534 I am still experiencing the same behaviour of DiskDirector on my computer.
I have tried to contact Michael but unfortunately my emails are being rejected and can't be delivered for some reason. I have send the mails to support@acronis.com. My presumption is that you probably have a dnsbl-based spamblocker running to filter out unwanted email-messages. My provider, which is one of the most popular in Germany, is GMX (http://www.gmx.net) and there have been news that for some reason this mail provider has been blacklisted by some bl-services. But this is just my assumption why my emails cannot be delivered

anyway, this is the reason why I am contacting you over your support forum again. Since I am still very much interested in using my registered copy DiskDirector on my pc I was wondering wether you would need the failure notice of the program crashing again or any other test or investigation that would be helpful for developing a stable build that would run on my ecc-ram workstation.

Thank you for your help in advance
pvd




Below you will find the mail-header from the mailer-demon:

Hi. This is the qmail-send program at mail.gmx.net.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

<support@acronis.com>:
Connected_to_195.xxx.xxx.xxx_but_connection_died._Possible_duplicate!_(#4.4.2)/I'm_not_going_to_try_again;_this_message_has_been_in_the_queue_too_long./

--- Below this line is a copy of the message.

Return-Path: <xxxxxxxxxxxxxx@gmx.net>
Received: (qmail invoked by alias); 04 Mar 2005 06:37:36 -0000
Received: from xxxxxxxxxxxxxx (EHLO xxxxxx) (xxxxxxxx)
by mail.gmx.net (mp00 with SMTP; 04 Mar 2005 07:37:36 +0100
X-Authenticated: #xxxxxxxxxx
Date: Fri, 4 Mar 2005 07:38:07 +0100
From: xxxxxxxx <xxxxxxxxxxxxxxxx@gmx.net>
To: support@acronis.com
Subject: Re: [Acronis #188406] DiskDirector build 524 crashes on right-click
under WXP SP1
Message-ID: <xxxxxxxxxxxxxxxxx@xxxxxxx>
References: <rt-xxxxxx@Acronis> <rt-3.0.9-xxxxxx-xxxxxxx.xx.xxxxxxxxxxx@Acronis.com>
Mime-Version: 1.0
Content-Type: text/plain; charset=us-ascii
Content-Transfer-Encoding: 7bit
X-Y-GMX-Trusted: 0

 

Hello pvd,

Since your letters cannot be delivered could you please create new mail account on some free mail server so we could keep on contacting you. After that please send me a PM with this e-mail address and I will tell it Michael so he could inform you as soon as the solution is found.

Thank you.
--
Ilya Toytman

 

Hello Support-Team,

it has been a while and although I have contacted Michael on this matter with my new email-address I haven't heard any reply regarding my problem.

It's been six month since I bought my licence of DiskDirector 9 and I haven't been able to use the software under windows since.

Please let me know how and when Acronis will be able to provide a working version that does not crash when it is used under windows with ecc ram.

Thank you for your help in advance

Best regards,

pvd

 

Dear Marwan,

I have traced the correspodence and I am sorry to tell you that the latest e-mail that was delivered to us was from your old e-mail address. Please check your PMs in connection with this case.

Thank you.
--
Ilya Toytman