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Unexpected Computer Shutdown

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Beginner
Posts: 1
Comments: 2

I have been a user of Acronis backup products since 2004.  I’m currently using Acronis True Image 2017.

This morning my computer shut down unexpectedly.  I’m very glad this happened on a Saturday!

I use my computer for personal financial work, real-time trading involving large transactions.  It is critical that the computer be reliable -- as close to utterly reliable as possible.  Surprises like this are intolerable.  For me, an un-commanded shutdown is more than enough reason to abandon a software product.

So -- I will no longer use Acronis software for backup purposes.  I’ll keep it installed only to retrieve data from previous backups.

Here are the details as I’ve been able to understand.

I checked the Windows “System” event log and found this:

        Information        10/24/2020 10:59:17 AM             User32  1074       None

        The process C:\Program Files (x86)\Common Files\Acronis\TrueImageHome\TrueImageHomeNotify.exe (<computer-name>) has initiated the shutdown of computer <computer-name> on behalf of user NT AUTHORITY\SYSTEM for the following reason: Legacy API shutdown

         Reason Code: 0x80070000

         Shutdown Type: shutdown

         Comment:

I Googled “trueimagehomenotify legacy api shutdown” and found a topic on the Acronis forums.

I'm not allowed to embed a link, but this Google search will find the topic.

Google "acronis-true-image-2016-forum possible-reason-shutdown"

 

On advice from post #3, I used “MVP Assistant (Log Viewer)” to extract True Image’s log information and found this:

        10/24/2020 9:59:26 AM: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
        10/24/2020 9:59:26 AM: Operation <backup-name> started by schedule.
        10/24/2020 9:59:30 AM: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
        10/24/2020 9:59:30 AM: Operation: Backup
        10/24/2020 9:59:30 AM: Priority changed to Low.
        10/24/2020 9:59:30 AM: Error 0x1e50023: The specified file does not exist: K:\Backups\<backup-name>_full_b1_s1_v1.tib.
        10/24/2020 9:59:30 AM: Error 0x40011: The specified file does not exist.
        10/24/2020 9:59:30 AM: Create Backup Archive From: To file: K:\Backups\<backup-name>.tib Compression: Normal Exclude: Files matching mask Match criterion: hiberfil.sys, pagefile.sys, $Recycle.Bin, swapfile.sys, System Volume Information, *.tib, *.tib.metadata, *.~, *.tmp, C:\Users\Rich\AppData\Local\Temp, C:\Users\Administrator\AppData\Local\Temp, C:\Users\DefaultAppPool\AppData\Local\Temp, C:\Users\Rich\AppData\Local\Microsoft\Windows\INetCache, C:\Users\Administrator\AppData\Local\Microsoft\Windows\INetCache, C:\Users\DefaultAppPool\AppData\Local\Microsoft\Windows\INetCache, C:\Users\Rich\AppData\Local\Google\Chrome\User Data\Default\Cache, C:\Users\Rich\AppData\Local\Opera Software, C:\Users\Rich\AppData\Local\Mozilla\Firefox\Profiles, C:\Users\Rich\AppData\Local\Google\Chrome\User Data\Default\Cache, C:\Users\Rich\AppData\Local\Opera Software, C:\Users\Rich\AppData\Local\Mozilla\Firefox\Profiles, C:\Users\Rich\AppData\Local\Google\Chrome\User Data\Default\Cache, C:\Users\Rich\AppData\Local\Opera Software, C:\Users\Rich\AppData\Local\Mozilla\Firefox\Profiles, C:\Windows\CSC
        10/24/2020 9:59:30 AM: Pending operation 172 started: 'Creating partition image'.
        10/24/2020 9:59:30 AM: Writing full version to file: <backup-name>_full_b1_s1_v1.tib
        10/24/2020 9:59:32 AM: Pending operation 172 started: 'Creating partition image'.
        10/24/2020 10:51:51 AM: Pending operation 172 started: 'Creating partition image'.
        10/24/2020 10:52:13 AM: Pending operation 172 started: 'Creating partition image'.
        10/24/2020 10:52:13 AM: The following backups have been successfully created: K:\Backups\<backup-name>_full_b1_s1_v1.tib
        10/24/2020 10:52:13 AM: Validate Backup Archive Location: K:\Backups\<backup-name>_full_b1_s1_v1.tib
        10/24/2020 10:52:13 AM: Pending operation 4 started: 'Validate Backup Archive'.
        10/24/2020 10:59:17 AM: Shutdown attempt(by scheduler)
        10/24/2020 10:59:17 AM: Shutdown success
        10/24/2020 10:59:17 AM: Operation has succeeded.

Sure enough, there’s a new file at K:\Backups\<backup-name>_full_b1_s1_v1.tib.

I always have the option “shut down computer after backup” enabled for my True Image Home backups.

I remember aborting a backup operation a few days back.  I’m guessing that that abort gave rise to this backup operation.  I don’t think I did anything to schedule the backup and shutdown that occurred this morning.

 

Acronis, you’ve been good and useful for 16 years.  I’ve done hundreds of backups using your products.

I'm posting in the hope it will be useful for others.

I won’t be using or buying True Image again.

0 Users found this helpful
Legend
Posts: 102
Comments: 22810

#1

Richard wrote:

I always have the option “shut down computer after backup” enabled for my True Image Home backups.

I remember aborting a backup operation a few days back.  I’m guessing that that abort gave rise to this backup operation.  I don’t think I did anything to schedule the backup and shutdown that occurred this morning.

Richard, welcome to these public User Forums.

Having the option set to shutdown after backup along with aborting the backup task is the most likely reason for the scenario you have described, i.e. that the backup was relaunched according to your task 'error handling' settings when the computer was rebooted the next day.

The bottom line here is that the application was only doing what you told it to do.

I personally never use the 'shutdown on completion' option for any of my backup tasks, instead I have my Windows Power options set to put the computer to sleep after a defined period of inactivity, which along with setting the 'wake timers' options (of Power options) allows my PC's to wake up to perform backups at a time I am not using them, then go back to sleep again until I wake them when I want to do something.

Beginner
Posts: 1
Comments: 2

#2

Thanks, Steve, I'm sure you're right on the facts.

But I'll respectfully disagree with this:

>> The bottom line here is that the application was only doing what you told it to do.

That may be factually correct but totally wrong, in that it creates dissatisfied customers.  Never a good idea!

Software should not shut a user's computer down unexpectedly.

When I told True Image to abort a backup, it should not have scheduled a re-attempt at backup, which then led to this unexpected shutdown.  I told it to abort, and it should abort and completely clean up after itself.

I'll play the "customer" trump card.  If a customer says a behavior is a bug, it should be considered a bug.  No saying "It Did What You Told It To Do".  No unexpected behavior days later.

 

More importantly, it happened again twenty minutes ago.  Another uncommanded shutdown.  As I said before, this is intolerable.

I have now uninstalled True Image.  Moving to Macrium Reflect.

Legend
Posts: 102
Comments: 22810

#3
Richard Brandt wrote:

Thanks, Steve, I'm sure you're right on the facts.

But I'll respectfully disagree with this:

>> The bottom line here is that the application was only doing what you told it to do.

That may be factually correct but totally wrong, in that it creates dissatisfied customers.  Never a good idea!

Software should not shut a user's computer down unexpectedly.

When I told True Image to abort a backup, it should not have scheduled a re-attempt at backup, which then led to this unexpected shutdown.  I told it to abort, and it should abort and completely clean up after itself.

I'll play the "customer" trump card.  If a customer says a behavior is a bug, it should be considered a bug.  No saying "It Did What You Told It To Do".  No unexpected behavior days later.

More importantly, it happened again twenty minutes ago.  Another uncommanded shutdown.  As I said before, this is intolerable.

I have now uninstalled True Image.  Moving to Macrium Reflect.

Richard, I am only the messenger here and not an Acronis employee - please submit Feedback to Acronis about this issue to convey its impact to you.

Beginner
Posts: 1
Comments: 2

#4

>> Richard, I am only the messenger here and not an Acronis employee

Then even more so, thank you Steve.  People like you who help other customers/users on a product forum deserve a special vote of thanks for their efforts.  You prove that the "kindness of strangers" is a real thing.

I apologize if I came off as too preachy about my dissatisfaction.

When I uninstalled True Image, a dialog box popped up to inquire why I was uninstalling.  That's a good and useful practice, since some of the best feedback comes from people who are leaving the customer base.  Rather than explaining, I pasted in the URL of this Forum page.

And I did the same via the "Send feedback" link, found at the bottom of this page.

Thank you kindly,

Rich