TrueImage has encountered a problem and needs to close

Discussion in 'Acronis True Image Product Line' started by dsstamps, Dec 10, 2005.

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  1. dsstamps

    dsstamps Registered Member

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    "TrueImage has encountered a problem and needs to close." I am getting this message when I try to do backups or restore also plug and unplug an image. I just cloned a disk drive fine. Can someone tell me what to do? Thanks,
     
  2. Chutsman

    Chutsman Registered Member

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    Location:
    Brandon, Florida, USA
    For the record, what build and version number are you using?
     
  3. bobdat

    bobdat Registered Member

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    For the first time in a year, I got that same Windows error message today.

    I have TI8v937 with XP Pro, SP2 as I have for many months. The only recent changes to my software are:

    1) Auto-installed Java Version 5, Update 6
    2) Auto-updated McAfee Virus Scan DAT Version 4647

    It's my suspicion that in my case, Java update is the conflict because it also seems to have negatively impacted CD burning as well. Just a guess.

    After restoring a prior recent image without the Java 06 update and with the McAfee update, all runs well again.
     
  4. Acronis Support

    Acronis Support Acronis Support Staff

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    Apr 28, 2004
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    Hello dsstamps,

    Thank you for choosing Acronis Disk Backup Software.

    Please make sure that you use the latest build (2323) of Acronis True Image 9.0 which is available at: http://www.acronis.com/homecomputing/support/updates/

    To get access to updates you should create an account at:
    http://www.acronis.com/homecomputing/my/
    then log in and use your serial number to register your software.

    If the problem still persists with the latest build (2323) of Acronis True Image 9.0 then please check each partition of your hard drive by Windows utility:

    - For Windows 9x please use Windows menu Start\Run
    then enter the command "scandskw" and test all drives;

    - For Windows XP please 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 then enable logging by running the Acronis drivers installation package once again, reproduce the problem and collect the c:\snapapi.log file.

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

    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 and reproduce the problem;

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

    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.
    --
    Alexey Popov
     
  5. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello bobdat,

    Thank you for choosing Acronis Disk Backup Software.

    First of all, please install the updates for Java 5 and McAfee Virus Scan once more.

    After installing these updates please download the latest version of Acronis drivers for Acronis True Image 8.0, install it with disabled logging and see if the problem still persists.

    If the problem still persists then enable logging by running the Acronis drivers installation package once again, reproduce the problem and collect the c:\snapapi.log file.

    Please also create Acronis Report, Windows System Information, user.dmp and drwtsn32.log files as it is described in my previous post addressed to dsstamps.

    Please also make a screen shot of the Device Tree application in the way described below:

    - Download and unpack the Device Tree application;

    - Run the application;

    - Completely unfold the \Driver\Disk and \Driver\FtDisk branches;

    - Move the margin to the left in order to see all the items;

    - Make a screen shot;

    Note that the application may crash the system when you exit, so we recommend you to save all your work and close other programs prior to running it.

    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.
    --
    Alexey Popov
     
  6. dsstamps

    dsstamps Registered Member

    Joined:
    Dec 10, 2005
    Posts:
    2
    I was using True Image 9.0 with 2259 build I believe. I removed it and loaded the 2323 build and it seems to work fine now. Thanks for your help.
     
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