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Failed in GUI, but succeeded in logs

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Strange happenings the past week or so (and nothing new known on the computer)

1.  The notification icon no longer shows on the task bar.  It used to show up in the hidden icons area when TI was doing a backup.  The program still runs and does the backup. Acronis True Image 2016 Monitor is listed as one that should appear.  But, even though it is not seen, and TI is not running, in the Settings > Select which icons appear on the taskbar dialog, there is a message remnantCapture.PNG

2. After the task is completed, the UI shows that the task has failed.

capture1.PNG

 

But examining the actual logs, using MVP Viewer, shows that the same task has succeeded!

What should I do?

 

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mvp

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Ron, I guess the first question to ask is whether you have tried the trusted method of simply doing a Windows Restart, i.e. completely shutting down and restarting the computer (avoiding doing a hybrid shutdown if Windows Fast Start is enabled)?  (Press the Shift key when clicking on Restart).

Such a power off/on reset can resolve a multitude of strange problems without needing further actions.

If you still see the same issues after trying the above, then a Repair install of your ATIH 2016 would be the next suggestion.  For this, download the latest 2016 installer program from your Acronis account, then run this as Administrator without uninstalling the current software - this should offer you the option to Repair the installation while keeping your backup configuration and history data.

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Steve,

Thank you for that advice.  I had done a reboot from a power off shutdown, but I do have Quick Start enabled, so I will try that method first; and then try the Repair option.

I'm not sure when I'll be back at that computer, but I'll post here with the results when I have them.

Ron

 

In reply to by Steve Smith

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Steve,

I ran the installer program, but not as administrator (I forgot).  It seemed to run OK but the outcome did not change.

Since it ran OK, is that sufficient?  Or do I need to re-run as administrator?

Also, this time around, after reading some other messages here, I noted that TrueImageMonitor.exe was not running. It WAS listed in the Start Program section of Task Manager, and also in the appropriate section of the Registry.  I tried to run it manually and nothing happened - no error message and no evidence that it was running.

The Event Viewer showed an error of Event 1000 Application Error.

This morning, after TI had done its backup (and again showing successful in the logs, but failed in the GUI) and turned off my computer, I examined the Event Viewer after restarting the computer.

I found that both TrueImageMonitor.exe and also TrueImageHomeNotify.exe had failed with an Event 1000.

Because the faulting modules in both instances seemed to be system files, I ran the Windows system file checker (sfc /SCANNOW) but no problems were found.

So I guess my next step will be to either re-run the installer program as administrator, or try to do a complete un-install and re-install.  What do you think?

Thanks.  Ron

Event Viewer Log

Event 1000, Application Error

Faulting application name: TrueImageMonitor.exe, version: 19.0.0.6595, time stamp: 0x594ce44c
Faulting module name: KERNELBASE.dll, version: 10.0.15063.608, time stamp: 0xadaa6ed6
Exception code: 0xe06d7363
Fault offset: 0x000eb832
Faulting process id: 0x18cc
Faulting application start time: 0x01d32fa2dfd2c7c1
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageMonitor.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: 64178238-30ea-4981-b04d-03f9174cac2f
Faulting package full name:
Faulting package-relative application ID:

 

Event 1000, Application Error

Faulting application name: TrueImageMonitor.exe, version: 19.0.0.6595, time stamp: 0x594ce44c
Faulting module name: KERNELBASE.dll, version: 10.0.15063.608, time stamp: 0xadaa6ed6
Exception code: 0xe06d7363
Fault offset: 0x000eb832
Faulting process id: 0x2cfc
Faulting application start time: 0x01d32fa13924bd95
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageMonitor.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: b3ca5243-9ec8-4b8f-a0ed-73203f9e6f31
Faulting package full name:
Faulting package-relative application ID:

 

 

 

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mvp

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Ron, sorry to hear you are still seeing problems here.  This may simply be caused by these programs (shown in the event logs) not being able to run without having the correct privileges.

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OK.  I guess all I can do is try the re-install with administrator privileges, as you initially advised.  Hopefully that will correct the issue.  I'll see tonight when I run my backup.

In reply to by Steve Smith

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OK, I did the repair after running the install file with administrator privileges.  Still get the event viewer errors; and the backup is running with NO notification icon in the system tray.

Must I do a complete uninstall and then reinstall?  Or is there something else that might work?

Thank you for your help

Ron

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mvp

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Ron, to be honest I rarely look at the Windows event logs unless there is a specific problem causing me some pain, otherwise there are lots of events found there that can drive a sane person wild!

If the backup is running OK, then give it a day or two and a full system restart (press Shift when clicking on Restart) and see if the tray icon returns or not?