Internet Clean-up Systematic Crash

Discussion in 'Other Acronis Products' started by mapy-ch, Jul 17, 2005.

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  1. mapy-ch

    mapy-ch Registered Member

    Joined:
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    Location:
    Switzerland
    Hello,
    I've just installed the latest version of Privacy Expert Suite v8.0.748
    It works well, apart of a systematic Program Crash (of Privacy Expert) every time I start a Clean Action in "Internet Clean-up".
    After processing 1439 Items I got the following Display :
    [​IMG]
    Do you have an idea what could be wrong ?
     

    Attached Files:

  2. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello mapy-ch,

    Thank you for choosing Acronis Internet Privacy and Antispyware Software.

    Please do the following in order to enable mini-dumps.

    - Open Computer properties either by right clicking on My Computer icon and choosing Properties or by opening System properties in Control Panel;
    - Go to Advanced tab;
    - Press Startup and Recover Settings button;
    - Choose Small memory dump in Write debugging information box;
    - Close all the dialog windows by clicking OK buttons.

    Then please reproduce the system crash and send the mini-dumps created to support@acronis.com along with the link to this thread. This will allow us to investigate the problem thoroughly.

    Thank you.
    --
    Irina Shirokova
     
  3. mapy-ch

    mapy-ch Registered Member

    Joined:
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    Posts:
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    Location:
    Switzerland
    Hi Irina,
    In fact I don't experience a System Crash, but an Application Crash.

    Privacy Expert is the application which dies after processing the 1439 entries.
    The Thread title I choose is bad.
    instead of "systematic" I should say "reproductible".

    Instead of following your instructions, I followed those given in another message in your forums to get the Dr.Watson Crash Dump and Log

    I will send these logs to your support department.
    Thank you for helping.

    Michel
     
  4. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
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    Posts:
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    Hello Michel,

    Please accept my apologies for the mistake in my post.

    Please follow this instruction to create the user.dmp and drwtsn32.log files:

    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 True Image again.
    4. Pick up the user.dmp and drwtsn32.log files in the directory specified at step 2 and send them to us.

    If you do not receive any response from Acronis Support Team within 48 hours please let me know your Acronis Request # which will be sent to you in autoreply. I will certainly find the reason for the delay.

    Thank you.
    --
    Irina Shirokova
     
  5. mapy-ch

    mapy-ch Registered Member

    Joined:
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    Posts:
    4
    Location:
    Switzerland
    Hi Irina,
    Thanks for your help.
    I did that and sent it to your support department.
    They answered some days ago ( I was in vacation :cool: ) asking for more details about my PC. I sent them the requested info some minutes ago.
    If something interesting happens I will post details here. ;)
    Michel
     
  6. mapy-ch

    mapy-ch Registered Member

    Joined:
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    Posts:
    4
    Location:
    Switzerland
    I've found the cause of the crash of PrivacyExpert. :)
    I used the FILEMON utility of sysinternals to find it. :cool:

    PE doesn't like the file c:\WINDOWS\nsreg.dat on my hard disk.
    If I rename it before starting PE, Internet Clean-up works perfectly.

    I sent the nsreg.dat file and the filemon log to your support department.
    They will perhaps be able to reproduce the problem and fix the bug of PE !

    (nsreg.dat is a config file of Netscape 4.x, just in case someone is reading this thread)

    Have a nice day.
    Michel
     
  7. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
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    Posts:
    25,885
    Hello Michel,

    Thank you for your investigation. We will certainly try to reproduce the problem in our Testing Lab and the results will be forwarded to our Development Team. They will fix the problem.

    Thank you.
    --
    Ilya Toytman
     
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