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Start True Image 2017 and HP C309a Printer crashes

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Beginner
Posts: 1
Comments: 5

Start True Image 2017 and HP C309a Printer crashes.
True Image 2017 close printer reboot and printer functions.
Once True Image 2017 is running crashes the HP C309a.
With True Image 2016, there was not this problem.
??????

0 Users found this helpful
Legend
Posts: 109
Comments: 27769

Daniel, welcome to these user forums.

This is a completely new problem to me - I have not seen any such reports in the forums.

Did you install ATIH 2017 over the top of the 2016 version?

If you check in the Control Panel > Programs & Features, do you see any remaining 2016 programs still installed, such as Acronis Universal Restore or the Tib Mounter patch?  If so, please uninstall these programs, then run the Acronis Cleanup Tool (link in my signature below) then restart the computer and try the install again.

Please ensure that you use 'Run as administrator' when doing the install and if possible disconnect from the internet and suspend any security programs.

Forum Hero
Posts: 70
Comments: 8346

Might be related to this:

https://kb.acronis.com/node/58630

There are a couple of people reporting similiar behavior to their cable modem crashing when launching Acronis.  Acronis support engineers have escalted the priority on this and are looking into it.  Please submit feedback in the app (if you can) or through your online account and see if the KB article provides any assistance.

 

Forum Star
Posts: 199
Comments: 4795

It may be useful if you do in App feedback to click on the box at the bottom to send system information.

Ian

Beginner
Posts: 1
Comments: 5

Yes 2017 was installed on the 2016th
In the Control Panel, no other Acronis software installed.

https://kb.acronis.com/node/58630 has not resolved the problem

Legend
Posts: 109
Comments: 27769

Daniel, do you use the Windows Firewall and have no other firewall installed?

The reason for asking is that KB 58630 only applies to Windows Firewall for the batch command files supplied, for any other firewalls you need to manually make the changes for application rules to block the outgoing UDP ports (5553 & 1900) for the listed Acronis programs.

Beginner
Posts: 1
Comments: 5

Use Windows 10 and Windows Firewall and Avira Antivirus Pro. No other firewall.

When you start True Image 2017, the HP Printer crashes with the error message 0005FBB6 on the Printer Display

 

Legend
Posts: 109
Comments: 27769

Daniel, the only other thought that occurs to me is to ask if the HP Printer is attached via WiFi or Ethernet cable and could it possibly have taken the IP address of a network drive or resource that Acronis might have backed up to at some time?  A little akin to a USB device getting a drive letter that was used for a backup drive?

 

Beginner
Posts: 1
Comments: 5

Thank you for your efforts.
The HP printer is connected to the cable for retrieving the IP address via DHCP.
No, this IP address from the HP printer has never been used for a backup with Acronis.

 

Legend
Posts: 109
Comments: 27769

Daniel, please raise this directly with Acronis Support and also submit Feedback with an Acronis System Report with reference to this forum thread and any case number given to you by Support.

See article: 18623: How to get Technical Support: Tips, Tricks and Useful Information - support for ATIH 2017 has now been extended out to one year rather than the previous 30 days.

Forum Hero
Posts: 70
Comments: 8346

DHCP may be the problem.  If you don't have a DHCP reservation or a static IP set on the printer, it could very well have changed from what was originally setup.  That shouldn't cause any printer crashing though.

open a command prompt and put a steady ping on the printer IP (example:  ping -t 192.168.1.100    - use the printer actual IP and make sure that is the correct IP).

While pinging and receiving the responses, start acronis and verify if the connection immediately drops or not.  

If simply launching Acronis is causing the issue, then definitely open a support case with ACronis.  The KB article mentions that if you are running other firewalls, you have to manually input those entries in them too.   the script only blocks those ports in Windows firewall.  what antivirus software are you using?

Beginner
Posts: 1
Comments: 5

Thank you, I have reported to the Acronis Support.

Beginner
Posts: 1
Comments: 5

Have now Trueimage.exe in the Windows Firewall outbound rule blocked and now the HP Printer no longer crashes when I start True Image.

thank you all for your tips