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Com Surrogate failure

Thread needs solution
Beginner
Posts: 2
Comments: 7

Blur and RayG,

Thanks for those notes. Useful information for thought.

Oleg,

Asking me to install the trial version of ATIH is not acceptable as a solution to this problem for the following reasons:
1. As many other customers have attested to in this forum, they are also seeing the SAME PROBLEM with 2013 anyway. I do not trust your claim that 2013 fixes the issue.
2. I have purchased an upgrade license to 2012, not 2013. I expect a FIX for 2012, not be forced to install or even CONSIDER purchasing the next version.

Forum Star
Posts: 17
Comments: 2991

 Hello Paul,

Actually, I didn't claim that the issue has been resolved for True Image Home 2013. And I didn't try to force to install  or to purchase the next version.

The only thing I wanted to turn your mind to, is that this forum branch is related to True Image Home 2013 issues.  As you could see, solutions provided for True Image Home 2013 can be useless for True Image Home 2012.

We have a separate forum branch where you can place a post.

Beginner
Posts: 0
Comments: 1

Hi Ray, thanks for the information.

I've been having this issue for 2 months now, since my installation and license purchase of True Image 2013...

I've been constantly attempting to find the culprit to this issue (testing my RAM, hard drive -- which was a huge suspect, CPU), every so often although to no avail. This has been very troublesome, locking me at start-up, etc, you can find out more information here: http://forums.whirlpool.net.au/forum-replies.cfm?t=2006477

Now I know for sure, after debugging the dllhost, and reading the info, that the Sync service is the issue, and essentially, True Image itself, which is a major letdown. There was no email notifications for the issue and I'm quite disappointed with that and paying $70AUD for this product has been a regret as the inconvenience it has brought me has weighed the benefits it has provided me.

Forum Star
Posts: 17
Comments: 2991

 Hello all,

We have created a fix for an issue that is similar to the issue described in this topic. One of our customers confirmed us via PMs that he don't experience COM surrogate failure any more. That's why I propose you to try the new file.

Please unpack the file attached to this message and copy it to C:\Program Files (x86)\Acronis\TrueImageHome

After that restart the program and see if the issue remains.

Your feedback is greatly appreciated. 

Thank you. 

Attachment Size
122863-106000.zip 236.91 KB
Regular Poster
Posts: 16
Comments: 118

I installed the new ti_managers_proxy.dll, disabled the sync agent and nonstop backup services and restarted the system. So far I have not seen any com surrogate errors for a full day. I will mention, though that since I last tried to disable those services several months ago and got com surrogate errors, I have upgraded to Windows 8 64-bit. I'll continue to run with the new dll and the services disabled and report back after a few more days.

Beginner
Posts: 2
Comments: 7

Replacing the old ti_managers_proxy.dll with the new one posted in a recent post on this thread did NOT fix the COM surrogate error. 

Forum Star
Posts: 46
Comments: 2760

Paul Kelly,

Your earlier posts mention that you were/are using 2012. Have you moved to the 2013 version?
What version of Windows are you seeing this problem in?
Can you post any logs or screenshots of the error you get?

Beginner
Posts: 1
Comments: 12

I replaced the file with the newly posted one and got internet connection problems. Had none before the replacement. Then I replaced the newly posted file with the old workaround file and got back internet connection. Rebooted 3 times with i-net problem with the same result. It seems like the pc did not find the IP address any-more, which is odd. Could be a coincidence. No errors though.

Forum Star
Posts: 17
Comments: 2991

 Hello all,

Thank you for your posts.

James F is right, the fix provided shouldn't be applied to True Image Home 2012, it was created for True Image Home 2013.

Split Second,

Actually, this file can't influence network connection. Do you use Wi-Fi, modem or LAN network?

Thank you.

Beginner
Posts: 2
Comments: 7

Is Acronis going to provide a fix for 2012 version?

Beginner
Posts: 1
Comments: 12

I'm not saying the i-net connection problem is the fault of the new posted file. But it's weird that I get internet connection problem when replacing the old one with the new file. It may sound strange and be impossible, but somehow it's doing that or there's a chain reaction which leads to it. Tested many times. Anyway my surrogate error freezes the pc, meaning I can't take any screenshots and it's lagging very badly. Eventlog is showing com surrogate error and points the application to Acronis. Therefore remote access when faulting is difficult. Could ignore the internet problem and reboot many times and see if the com surrogate error remains.

Using LAN network.

Regular Poster
Posts: 16
Comments: 118

Acronis Nonstop Backup and Sync Agent services have been disabled for several days now. I have not seen any Com Surrogate Errors with the replaced file. I may switch back to the original one and see what happens. I never tried disabling the services with the original .dll once I upgraded from Win7 to Win8.

Beginner
Posts: 1
Comments: 12

*James Simmons*
I have no difference if the backup/sync services are disabled or not, still receive the error, I have W7-64b. Your pc could behave differently with W8 (some files have been updated etc.). It seems everyone is experiencing the error differently. I have a W8 laptop where I could test the program. I suppose there will not be any errors with W8.

Regular Poster
Posts: 16
Comments: 118

I switched back to the original DLL and left the backup/sync services disabled. So far no errors. I only have a few hours of uptime in this config though. So I'll need to run over the weekend this way and see what happens.

** UPDATE **
When running with the original DLL and the backup/sync services disabled, I ran into problems using Win8 Explorer. When navigating inside directories and right-clicking on files to view file properties, explorer would hang. No Com Surrogate Error though. I do see Errors in the Windows System Event Log at the time these hangs occur. I wound up having to use task manager to kill the hung explorer window. The logged error is:

Log Name: System
Source: Microsoft-Windows-DistributedCOM
Date: 1/24/2013 10:27:08 PM
Event ID: 10016
Task Category: None
Level: Error
Keywords: Classic
User: BLAKNITE\jsimmons
Computer: BLAKNITE
Description:
The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID
{145B4335-FE2A-4927-A040-7C35AD3180EF}
and APPID
{145B4335-FE2A-4927-A040-7C35AD3180EF}
to the user BLAKNITE\jsimmons SID (S-1-5-21-3941855146-4178900241-3130233171-1000) from address LocalHost (Using LRPC) running in the application container Unavailable SID (Unavailable). This security permission can be modified using the Component Services administrative tool.

I have switched back to using the new .DLL with the 2 Acronis services disabled. So far I have not seen the Explorer hang.

Hope this is useful info.

-Jim

Beginner
Posts: 0
Comments: 1

I have had this problem on a clean install of Windows 7 64 bit. You can skip to the end for a question about the new DLL, or read on if you want more feedback on this issue.

In that brand new Win 7 install, I had disabled the sync agent and non-stop backup services and could reproduce the issue in a couple minutes by browsing through regular folders with Explorer, or sometimes by browsing the window where we can change our desktop image.

It seemed quite random and related to the display of thumbnails, but that's just a guess. COM Surrogate crash pointed at module RPCRT4.dll. It's the SysWOW64 dllhost.exe that crashed, so the 32 bit one.

Anyway I reinstalled Win 7 and did not disable services this time around. Apparently I can still get these COM Surrogate errors, but only at Windows startup. Possibly related to Explorer and the 2 services not being ready yet ? I don't know. At least I don't get crashes anymore when browsing folders.

I just added the ti_managers_proxy DLL from this thread. I will report if I see the error again, but it's pretty rare now that I reinstalled Windows (and, maybe more importantly, now that I have all True Image services enabled).

But are you sure the DLL from post #54 is for True Image 2013 ?
Because DLL properties say it's for 2012. :)

Beginner
Posts: 0
Comments: 2

Hello,

First off, I can't fix my user name to some reason. Anyway I found myself that I needed to have only Acronis Sync Agent Service running (with all other Acronis services disabled and unticked in msconfig's startup) to get rid of the COM Surrogate error.

I'll try out the fix suggested here.

Thanks,
Igor.

Beginner
Posts: 0
Comments: 2

I can confirm the fix works just fine with all Acronis services disabled. I used to get that COMSurrogate always immediately on my OS boot and opening of Explorer or Network folders. I'm on a fresh install of Win7 x64, ATIH2013 (build 5551, Sync Agent: 16,0,0,6671) no previous Acronis products.

Cheers,
Igor.

Regular Poster
Posts: 16
Comments: 118

I have now been running the new DLL with the Acronis services disabled for several weeks. No issues on Win8/64. I'm satisfied the new dll has resolved my issues.

Beginner
Posts: 1
Comments: 2

Hi ... I know this is an old post but I have the same error problem and I done post # 54 which seem to have worked but I like to know do I have to do this all the time when ever I restore a back up image and also what is causing this error to happened in the first place ? Thanks

Forum Hero
Posts: 613
Comments: 8747

If an image contains the installed ti_proxy file, then on restore your system should not have the problem, and once installed your system ought to work OK.

Beginner
Posts: 1
Comments: 2

OK, thanks and this is only with 2013 versions .