Faulting application TrueImageService.exe since updt to 8.937

Discussion in 'Acronis True Image Product Line' started by cnlson, Aug 29, 2005.

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  1. cnlson

    cnlson Registered Member

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    Posts:
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    the last 2 days i have gotten this error everytime acronis runs an automated backup. anyone see the same thing? this is since updating to 8.937 .902 was fine as were the prior versions. going to revert if this keeps up.

    in case it makes a difference xp sp2, 40 gig partitioned drive being backed up to a 120 gig usb external drive.
     
  2. Acronis Support

    Acronis Support Acronis Support Staff

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    Posts:
    25,885
    Hello cnlson,

    Thank you for choosing Acronis Disk Backup Software.

    Could you please clarify if the problem still persists with the latest build (937) of Acronis True Image 8.0?

    Thank you.
    --
    Alexey Popov
     
  3. cnlson

    cnlson Registered Member

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    Posts:
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    not sure what you mean by latest. i downloaded the update and it has a date of Wednesday, August 24, 2005, 12:28:24 AM and size is 24.7 MB (25,921,880 bytes). of all the versions i have used since 6.0 this is the only version i have had that generated a windows error.

    here is the full error:
    Event Type: Error
    Event Source: Application Error
    Event Category: (100)
    Event ID: 1000
    Date: 8/30/2005
    Time: 1:00:18 AM
    User: N/A
    Computer: PROFILE
    Description:
    Faulting application TrueImageService.exe, version 8.0.0.937, faulting module TrueImageService.exe, version 8.0.0.937, fault address 0x000ed097.

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 41 70 70 6c 69 63 61 74 Applicat
    0008: 69 6f 6e 20 46 61 69 6c ion Fail
    0010: 75 72 65 20 20 54 72 75 ure Tru
    0018: 65 49 6d 61 67 65 53 65 eImageSe
    0020: 72 76 69 63 65 2e 65 78 rvice.ex
    0028: 65 20 38 2e 30 2e 30 2e e 8.0.0.
    0030: 39 33 37 20 69 6e 20 54 937 in T
    0038: 72 75 65 49 6d 61 67 65 rueImage
    0040: 53 65 72 76 69 63 65 2e Service.
    0048: 65 78 65 20 38 2e 30 2e exe 8.0.
    0050: 30 2e 39 33 37 20 61 74 0.937 at
    0058: 20 6f 66 66 73 65 74 20 offset
    0060: 30 30 30 65 64 30 39 37 000ed097
     
    Last edited: Aug 31, 2005
  4. Acronis Support

    Acronis Support Acronis Support Staff

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

    Could you please do the following?

    - Download and run schedmgr.exe application;

    - Issue the following commands:

    service stop
    service uninstall

    - Close schedmgr;

    - Replace schedhlp.exe and schedul2.exe files in the C:\Program Files\Common Files\Acronis\Schedule2 folder with the files from this ZIP archive.

    - Run schedmgr application once again;

    - Issue the following commands:

    service install
    service start

    - Close schedmgr;

    If the problem still persists then please do the following:

    - Open the command prompt (Start -> Run -> cmd);

    - Run the following command in the folder the schedmgr.exe file was saved to:

    schedmgr get report > schedreport.txt

    - Collect schedreport.txt;

    - Run Acronis Schedule Manager program (schedmgr.exe) one more;

    - Issue the following command:

    set logflags support

    - Schedule backup creation once again;

    - Wait until the scheduled backup will fail;

    - Collect the log file schedul2.log that is placed in the \Program Files\Common
    Files\Acronis\Schedule2 folder;

    Please also do the following:

    - Press the Start button, choose Run, type "drwtsn32" and press Enter;

    - In the dialog that appears check the Log File and Crash Dump paths, then press the OK button;

    - Run Acronis True Image 8.0 and reproduce the problem;

    - Pick up the user.dmp and drwtsn32.log files in the directory specified at step 2;

    Please also create Acronis Report and Windows System Information as it is described in Acronis Help Post.

    Send all the collected files to support@acronis.com along with the link to this thread. We will investigate the problem and try to provide you with the solution.

    Thank you.
    --
    Alexey Popov
     
    Last edited: Sep 1, 2005
  5. cnlson

    cnlson Registered Member

    Joined:
    Aug 29, 2005
    Posts:
    5
    well i thought it was fixed but it turns out i missed the part where you said to re enable your tasks as all of mine lost there settings. i have reestablished the times to run and i will check on it tomorrow
     
  6. cnlson

    cnlson Registered Member

    Joined:
    Aug 29, 2005
    Posts:
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    strangely the first time it ran there was the error (below) since then i have run 5 incremental backups and no errors.

    Event Type: Error
    Event Source: Application Error
    Event Category: None
    Event ID: 1000
    Date: 9/4/2005
    Time: 11:51:40 PM
    User: N/A
    Computer: PROFILE
    Description:
    Faulting application trueimage.exe, version 8.0.0.937, faulting module unknown, version 0.0.0.0, fault address 0x3de889a7.

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 41 70 70 6c 69 63 61 74 Applicat
    0008: 69 6f 6e 20 46 61 69 6c ion Fail
    0010: 75 72 65 20 20 74 72 75 ure tru
    0018: 65 69 6d 61 67 65 2e 65 eimage.e
    0020: 78 65 20 38 2e 30 2e 30 xe 8.0.0
    0028: 2e 39 33 37 20 69 6e 20 .937 in
    0030: 75 6e 6b 6e 6f 77 6e 20 unknown
    0038: 30 2e 30 2e 30 2e 30 20 0.0.0.0
    0040: 61 74 20 6f 66 66 73 65 at offse
    0048: 74 20 33 64 65 38 38 39 t 3de889
    0050: 61 37 0d 0a a7..
     
  7. Acronis Support

    Acronis Support Acronis Support Staff

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

    Please do as I have suggested in my previous post.

    We will do our best in order to solve the problem and provide you with the solution as soon as possible.

    Thank you.
    --
    Alexey Popov
     
  8. markh

    markh Guest

    I'm an SMB Consultant with several clients running Acronis. We're having the same issue on more than one SBS server running True Image Server 8.0 (build 937):

    Faulting application TrueImageService.exe, version 8.0.0.937, faulting module TrueImageService.exe, version 8.0.0.937, fault address 0x000ef8c7.

    This happens each time a scheduled job runs.

    These servers are fresh builds of SBS 2003 with service pack 1.

    We have not had this specific issue with prior versions of the software. SBS Servers running build 786, 826, and 903 appear to be fine.

    -/\/\ark
     
  9. mjm01010101

    mjm01010101 Registered Member

    Joined:
    Apr 16, 2006
    Posts:
    1
    I know this is an old thread, but I'm now having this issue also. Acronis, same version as the original poster, and it's been creating images fine for a good 6 months without issue.

    The only thing recently that has changed is I've installed the Microsoft Security updates three days ago.

    Any ideas?
     
  10. Allen L.

    Allen L. Registered Member

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    Sep 1, 2004
    Posts:
    335
    Location:
    -Close-
    This latest 'critical' update KB908531 that was issued last Tuesday by Microsoft has been causing many, many problems. If you installed the critical updates, I would try and go to Add/Remove Programs and uninstall this update with the above number and see if you still have the problem.

    ...Allen
     
  11. Acronis Support

    Acronis Support Acronis Support Staff

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

    Thank you for choosing Acronis Disk Backup Software.

    Please note that the latest build of Acronis True Image 8.0 Server for Windows is 1018. Please make sure you use the latest build, which is available on our web site. To get access to updates you should first register your software.

    We may also recommend you to download a trial version of Acronis True Image 9.1 Server for Windows in order to check how the product works.

    If the problem persists, please perform the actions described by Alexey Popov in the post above, please submit a request for technical support. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the problem appears and the link to this thread. We will investigate the problem and try to provide you with the solution.

    Thank you.
    --
    Aleksandr Isakov
     
  12. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello mjm01010101,

    Thank you for choosing Acronis Disk Backup Software.

    Please perform the actions described by Alexey Popov in the post above, please create an account, then log in and submit a request for technical support. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the problem appears and the link to this thread. We will investigate the problem and try to provide you with the solution.

    We may recommend you to download a trial version of Acronis True Image 9.0 Home in order to check how the product works.

    Thank you.
    --
    Aleksandr Isakov
     
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