True Image 9, home Bld 3667 Crashes

Discussion in 'Acronis True Image Product Line' started by tmico, Aug 25, 2006.

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  1. tmico

    tmico Registered Member

    Aug 25, 2006
    Well just bougt the thing, installed fine, when i go to select my hd to back up to dvd, i get the trueimage.exe experiance an error and must shut down. Have drag to disc, and symantec loaded. Tried disable them and still get the error. Reinstalled. tried again, got the same error, then this time it let me get started but about the second disk, get the same error, trueimage.exe had an error and must shut down.

    need some help.

  2. Acronis Support

    Acronis Support Acronis Support Staff

    Apr 28, 2004
    Hello Ray,

    Thank you for choosing Acronis Disk Backup Software.

    Please accept our apologies for the delay with the response.

    First of all, please make sure that you use the latest build (3677) of Acronis True Image 9.0 Home which is available for downloading in the Product Updates section of your account at Acronis web site.

    You can find the full version name and build number by going to Help -> About... menu in the main program window.

    To get access to updates you should create an account then log in and use your serial number to register the software.

    Please uninstall any previously installed build by following Start -> Settings -> Control Panel -> Add or Remove Programs -> Acronis True Image, prior to installing build 3677.

    Note that you should create new Bootable Rescue CD after installing the update.

    If the problem persists with the latest build (3677) of Acronis True Image 9.0 Home then please check each partition of the source hard drive, i.e. hard drive that you try to back up, by Windows utility: use Windows menu Start\Run, then enter the command "chkdsk c: /r" "chkdsk d: /r" for every partition of your hard drive. Note that you will need to reboot your computer in order to scan the system partition.

    Please also download the latest version of Acronis drivers, install it with disabled logging and see if the problem still persists.

    If the problem still persists after checking the hard drive and updating the drivers then please do the following:

    1. Go to Start -> Run, type 'drwtsn32' (without quotes) and press Enter;

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

    3. Run the latest build (3677) of Acronis True Image 9.0 Home and reproduce the problem;

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

    Please also provide us with the following information:

    - Create Acronis Report and Windows System Information as it is described in Acronis Help Post;

    - Enable logging by running the Acronis drivers installation package (see above) once again, reproduce the problem and collect the c:\snapapi.log file;

    - If the problem appears after pressing the 'Proceed' button, please also collect Acronis True Image log which can be saved from Tools -> Show Log -> Diskette icon;

    - Let us know when the program crashes exactly, i.e. describe actions taken before the program crash occurs step-by-step.

    Then please submit a request for technical support. Provide the files and information collected in 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.
    Alexey Popov
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