Error Installing True Image 8.0

Discussion in 'Acronis True Image Product Line' started by Liber777, Jun 2, 2005.

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  1. Liber777

    Liber777 Registered Member

    Joined:
    May 31, 2005
    Posts:
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    I'm having trouble installing True Image on my Windows XP SP1 workstation. The install encounters a problem during the "Drivers installation. Please wait..." stage, and then closes. Running True Image also encounters a problem, as does the uninstall, although the install apparently works. Is there a known issue that I can troubleshoot, or additional information I can collect to help resolve this? Thank you...!

    Stivan
     
  2. MiniMax

    MiniMax Registered Member

    Joined:
    Mar 17, 2005
    Posts:
    566
    Hello Stivan - have you tried booting Windows into Safe Mode, and doing the uninstall/install from there?
     
  3. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello Liber777,

    Thank you for choosing Acronis Disk Backup Software.

    If you cannot install Acronis True Image, please do the following:

    - Copy the Acronis True Image installation file to the C: partition
    - Open the command prompt: Start -> Run -> cmd
    - Issue the following command: C:\"installation_file_name" /log
    - Go through the installation wizard to reproduce the problem
    - Send install.log from the folder (C:\Program Files\Acronis\TrueImage by default) to support@acronis.com along with the link to this thread.

    Also please create Acronis Report (see https://www.wilderssecurity.com/showthread.php?t=55317) and send to us.

    Thank you.
    --
    Irina Shirokova
     
  4. Liber777

    Liber777 Registered Member

    Joined:
    May 31, 2005
    Posts:
    8
    I tried this, and I can uninstall and install the application without error, and even create a recovery CD. Interestingly however, I cannot run the application once I start up normally. I get the same message that the app has caused an error and must shut down.

    Even when I get this error during the non-safe-mode install, the log indicates that the install was okay, so apparently the error occurs as the install completes. Thanks....!

    OS: Windows XP
    Server: No
    Windows directory: C:\WINDOWS
    System directory: C:\WINDOWS\System32
    Temp directory: C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\
    Program files directory: C:\Program Files
    Common files directory: C:\Program Files\Common Files
    Product directory: Done
    Registry entries: Done
    Drivers directory: Done
    CDRecord directory: Done
    Program folder: Done
    Copy files: Done
    Create shortcuts: Done
    Install ASPI: Done
    Install SnapAPI: Done
    Install VBus: Done
    Install Scheduler: Done
    Install drivers: Done
     
  5. Liber777

    Liber777 Registered Member

    Joined:
    May 31, 2005
    Posts:
    8
    In the application error log:

    Faulting application trueimage.exe, version 8.0.0.826, faulting module ntdll.dll, version 5.1.2600.1217, fault address 0x00008267.

    I will follow the directions for Acronis support. Thanks.
     
  6. dandax

    dandax Guest

    Event Type: Error
    Event Source: Application Error
    Event Category: (100)
    Event ID: 1000
    Date: 7/25/2005
    Time: 6:06:23 PM
    User: N/A
    Computer: SRVDC00
    Description:
    Faulting application TrueImageEnterpriseServer8.0_s_en.exe, version 8.1.0.1158, faulting module unknown, version

    0.0.0.0, fault address 0x001e0526.

    For more information, see Help and Support Center at

    http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 6c707041 74616369 206e6f69 6c696146
    0010: 20657275 75725420 616d4965 6e456567
    0020: 70726574 65736972 76726553 2e387265
    0030: 5f735f30 652e6e65 38206578 302e312e
    0040: 3531312e 6e692038 6b6e7520 6e776f6e
    0050: 302e3020 302e302e 20746120 7366666f
    0060: 30207465 30653130 363235
     
  7. dandax

    dandax Guest

    <?xml version="1.0" encoding="UTF-16"?>
    <DATABASE>
    <EXE NAME="SYSTEM INFO" FILTER="GRABMI_FILTER_SYSTEM">
    <MATCHING_FILE NAME="advapi32.dll" SIZE="614400" CHECKSUM="0x20DAEE1E" BIN_FILE_VERSION="5.2.3790.1289" BIN_PRODUCT_VERSION="5.2.3790.1289" PRODUCT_VERSION="5.2.3790.1289" FILE_DESCRIPTION="Advanced Windows 32 Base API" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="5.2.3790.1289 (srv03_sp1_rc1.041202-161:cool:" ORIGINAL_FILENAME="advapi32.dll" INTERNAL_NAME="advapi32.dll" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0xA13B7" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="5.2.3790.1289" UPTO_BIN_PRODUCT_VERSION="5.2.3790.1289" LINK_DATE="12/03/2004 04:24:54" UPTO_LINK_DATE="12/03/2004 04:24:54" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="gdi32.dll" SIZE="278528" CHECKSUM="0x70391049" BIN_FILE_VERSION="5.2.3790.1289" BIN_PRODUCT_VERSION="5.2.3790.1289" PRODUCT_VERSION="5.2.3790.1289" FILE_DESCRIPTION="GDI Client DLL" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="5.2.3790.1289 (srv03_sp1_rc1.041202-161:cool:" ORIGINAL_FILENAME="gdi32" INTERNAL_NAME="gdi32" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x51BCA" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="5.2.3790.1289" UPTO_BIN_PRODUCT_VERSION="5.2.3790.1289" LINK_DATE="12/03/2004 04:23:28" UPTO_LINK_DATE="12/03/2004 04:23:28" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="kernel32.dll" SIZE="1036800" CHECKSUM="0xC1AB1017" BIN_FILE_VERSION="5.2.3790.1289" BIN_PRODUCT_VERSION="5.2.3790.1289" PRODUCT_VERSION="5.2.3790.1289" FILE_DESCRIPTION="Windows NT BASE API Client DLL" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="5.2.3790.1289 (srv03_sp1_rc1.041202-161:cool:" ORIGINAL_FILENAME="kernel32" INTERNAL_NAME="kernel32" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x102394" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="5.2.3790.1289" UPTO_BIN_PRODUCT_VERSION="5.2.3790.1289" LINK_DATE="12/03/2004 04:24:53" UPTO_LINK_DATE="12/03/2004 04:24:53" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="ntdll.dll" SIZE="764416" CHECKSUM="0x8C6680C0" BIN_FILE_VERSION="5.2.3790.1289" BIN_PRODUCT_VERSION="5.2.3790.1289" PRODUCT_VERSION="5.2.3790.1289" FILE_DESCRIPTION="NT Layer DLL" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="5.2.3790.1289 (srv03_sp1_rc1.041202-161:cool:" ORIGINAL_FILENAME="ntdll.dll" INTERNAL_NAME="ntdll.dll" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0xC1051" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="5.2.3790.1289" UPTO_BIN_PRODUCT_VERSION="5.2.3790.1289" LINK_DATE="12/03/2004 04:24:53" UPTO_LINK_DATE="12/03/2004 04:24:53" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="ole32.dll" SIZE="1247232" CHECKSUM="0x69842E68" BIN_FILE_VERSION="5.2.3790.1289" BIN_PRODUCT_VERSION="5.2.3790.1289" PRODUCT_VERSION="5.2.3790.1289" FILE_DESCRIPTION="Microsoft OLE for Windows" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="5.2.3790.1289 (srv03_sp1_rc1.041202-161:cool:" ORIGINAL_FILENAME="OLE32.DLL" INTERNAL_NAME="OLE32.DLL" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x1387B3" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="5.2.3790.1289" UPTO_BIN_PRODUCT_VERSION="5.2.3790.1289" LINK_DATE="12/03/2004 04:24:58" UPTO_LINK_DATE="12/03/2004 04:24:58" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="oleaut32.dll" SIZE="555008" CHECKSUM="0x486B7BF1" BIN_FILE_VERSION="5.2.3790.1289" BIN_PRODUCT_VERSION="5.2.3790.1289" PRODUCT_VERSION="5.2.3790.1289" COMPANY_NAME="Microsoft Corporation" FILE_VERSION="5.2.3790.1289" INTERNAL_NAME="OLEAUT32.DLL" LEGAL_COPYRIGHT="Copyright © Microsoft Corp. 1993-2001." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x8DAD4" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="5.2.3790.1289" UPTO_BIN_PRODUCT_VERSION="5.2.3790.1289" LINK_DATE="12/03/2004 04:24:58" UPTO_LINK_DATE="12/03/2004 04:24:58" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="shell32.dll" SIZE="8373760" CHECKSUM="0x28DFE731" BIN_FILE_VERSION="6.0.3790.1289" BIN_PRODUCT_VERSION="6.0.3790.1289" PRODUCT_VERSION="6.00.3790.1289" FILE_DESCRIPTION="Windows Shell Common Dll" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="6.00.3790.1289 (srv03_sp1_rc1.041202-161:cool:" ORIGINAL_FILENAME="SHELL32.DLL" INTERNAL_NAME="SHELL32" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x80B46A" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="6.0.3790.1289" UPTO_BIN_PRODUCT_VERSION="6.0.3790.1289" LINK_DATE="12/03/2004 04:24:54" UPTO_LINK_DATE="12/03/2004 04:24:54" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="user32.dll" SIZE="586752" CHECKSUM="0x88D56C14" BIN_FILE_VERSION="5.2.3790.1289" BIN_PRODUCT_VERSION="5.2.3790.1289" PRODUCT_VERSION="5.2.3790.1289" FILE_DESCRIPTION="Windows USER API Client DLL" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="5.2.3790.1289 (srv03_sp1_rc1.041202-161:cool:" ORIGINAL_FILENAME="user32" INTERNAL_NAME="user32" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x9BADC" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="5.2.3790.1289" UPTO_BIN_PRODUCT_VERSION="5.2.3790.1289" LINK_DATE="12/03/2004 04:24:54" UPTO_LINK_DATE="12/03/2004 04:24:54" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="wininet.dll" SIZE="668672" CHECKSUM="0xBF135C6B" BIN_FILE_VERSION="6.0.3790.1289" BIN_PRODUCT_VERSION="6.0.3790.1289" PRODUCT_VERSION="6.00.3790.1289" FILE_DESCRIPTION="Internet Extensions for Win32" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="6.00.3790.1289 (srv03_sp1_rc1.041202-161:cool:" ORIGINAL_FILENAME="wininet.dll" INTERNAL_NAME="wininet.dll" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0xAEF3C" LINKER_VERSION="0x50002" UPTO_BIN_FILE_VERSION="6.0.3790.1289" UPTO_BIN_PRODUCT_VERSION="6.0.3790.1289" LINK_DATE="12/03/2004 04:25:05" UPTO_LINK_DATE="12/03/2004 04:25:05" VER_LANGUAGE="English (United States) [0x409]" />
    <MATCHING_FILE NAME="winsock.dll" SIZE="2864" CHECKSUM="0x73AE8088" BIN_FILE_VERSION="3.10.0.103" BIN_PRODUCT_VERSION="3.10.0.103" PRODUCT_VERSION="3.10" FILE_DESCRIPTION="Windows Socket 16-Bit DLL" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows(TM) Operating System" FILE_VERSION="3.10" ORIGINAL_FILENAME="WINSOCK.DLL" INTERNAL_NAME="WINSOCK" LEGAL_COPYRIGHT="Copyright © Microsoft Corp. 1981-1996" VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x10001" VERFILETYPE="0x2" MODULE_TYPE="WIN16" S16BIT_DESCRIPTION="BSD Socket API for Windows" S16BIT_MODULE_NAME="WINSOCK" UPTO_BIN_FILE_VERSION="3.10.0.103" UPTO_BIN_PRODUCT_VERSION="3.10.0.103" VER_LANGUAGE="English (United States) [0x409]" />
    </EXE>
    </DATABASE>
     
  8. dandax

    dandax Guest

    Why cannot install Acronis?
    All errors are listed on top.
     
  9. Acronis Support

    Acronis Support Acronis Support Staff

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

    Thank you for choosing Acronis Disk Backup Software.

    Please collect the information Irina described to support@acronis.com along with the description of the problem and we will try to help you with the solution.

    Thank you.
    --
    Ilya Toytman
     
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