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COM Surrogate has stopped working

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I just installed TI 2014 and I'm periodically getting the COM Surrogate stopped message. My system is Windows 7 64 bit. I noticed there was a lot of activity about this on TI 2013, but I assumed Acronis would have had this sorted by now.
Anyone else seeing this on TI 2014?

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Hello KT66,

i have the same problem after installing TI 2014 Pr. I thought Acronis has fixed this Problem in TI 2013. Frustrating to get the same Error in a new Release. I hope we get an answer ASAP.

Bye

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Hello KT66, Friedhelm

sorry for the delayed answer.

Could you please check, which build you are using (help - about)?

If it is the latest build 6614 and the issue persists, we will need to start an investigation.

Please create a dump of dllhost.exe process with Process Explorer:

1) start the Process Explorer

2) Right click on the dllhost.exe process when it crashes (as soon as any process crashes it is marked with red color) and select "create full dump".

Thank you.

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Dear Forum member,

As this annoying problem also occurs with my computer, I would like to ask for advice. I attached a text file with the data I retrieved from the DumpFile with AppCrashView from the crashes during the last four days. These reports only shows loaded modules from Acronis and Windows. I also have the dumpfiles generated by Windows, but I did not attach them.

Details on system:
Acronis TI 2014 build 6673, (ATIH2014_6673_nl-NL)
Windows 7 x64, Core i7 (2600k), 16 GB RAM

If anyone could advise me on this, I would be very pleased.

Thanks in advance and kind regards,

Erik

Attachment Size
175144-112909.txt 18.92 KB
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Hello Erik,

since you have an active support program I created a ticket for you and you will be contacted as soon as possible.

Thank you.

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I've just started receiving "Com surrogate stopped working messages". I'm running Win 7 Pro SP1 64-bit with all patches applied and TI 2014 Premium Build 6673. From the event log:

Faulting application name: DllHost.exe, version: 6.1.7600.16385, time stamp: 0x4a5bc6b7
Faulting module name: tishell32.dll, version: 17.0.0.6673, time stamp: 0x52f0f906
Exception code: 0xc0000005
Fault offset: 0x0009e027
Faulting process id: 0x19c0
Faulting application start time: 0x01cfac4a622fbd2d
Faulting application path: C:\Windows\SysWOW64\DllHost.exe
Faulting module path: C:\Program Files (x86)\Acronis\TrueImageHome\tishell32.dll
Report Id: 770cb6b9-183e-11e4-b10a-3c970edcc14d

Any assistance would be appreciated.

Thanks.

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Hi Mainframer,

Unfortunately, to date, Acronis has not fixed this problem, even though it is well known in both the forums and other Internet sites. They also have not corrected the TI 2014 help file which still indicates that a "Backup Explorer" exists along with a "Files & Folder" tab - also non-existent.

The dllhost32 - com surrogate - process is not terminated and eventually results in the error message

I can't understand why they refuse to either fix the problem or at least escalate it to someone who cares enough to.

As of 8/24/2014, I opened another ticket on it but so far, it has got their typical response which doesn't resolve anything.

Here is my findings, which are similar to yours, with the addition of a possible cause and workaround.

I get the "Com Surrogate has stopped working" problem whenever I use Windows Explorer to Browse a .tib backup file. If, instead, I open TI and use the RECOVER option located to the right of the backup that I want to browse, the "Com Surrogate" problem does not occur. The recover option can be used to Browse a backup file without actually recovering it.

It seems to me that besides the broken help menu, in the latest Revs, Acronis broke the ability to Browse a backup by opening it in Windows Explorer, either by poor coding or by creating an incompatibility with newer Windows versions.

In addition, in TI 2014 there no longer is a "Browse" tab, "File Explorer", or "Backup Explorer" as indicated in their help file. Instead, they put a "Browse all backups" option under some gears in the top menu, but never updated the help menu.

My opinion is that if Acronis can't fix it, the least they can do is stop the ability to open one of their backups with Windows explorer. This could be easily accomplished by disassociating the .tib file and re-associating it only with TI. This can also be easily accomplished by the user so that Acronis is associated with the.tib and not Windows Explorer. This will force the user to browse within Acronis and should resolve the com surrogate problem, which, by the way, also causes an inability to properly 'eject" an external drive containing the backup file.

I have purchased quite a few versions of Acronis for my customers and have recommended it to my friends. I feel that I had to at least investigate a workaround, in lieu of Acronis not taking action, to avoid continued embarrassment for my recommendations.

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Here is a link to some recommendations for fixing the COM surrogate issue in Windows 8/8.1:

http://www.freewaresquad.com/2014/02/08/fix-com-surrogate-stopped-worki…

These steps apply to Windows 7 as well. These steps may not solve the issue but are certainly worth the effort.

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Hi Enchantech,

Thanks, but that's the same reply I received from Acronis and I have not found those fixes to resolve the problem. It may stop the Error message, but it does not terminate the dllhost 32* process. With that process still running, the safe release of an external drive containing the backup is not allowed. Also, my system has a Radeon VGA card, so blaming the problem on an Intel video driver does not appear to solve the issue either.

The offending process can be terminated manually, but why should that be necessary with properly written software ?

I also find it disturbing that, instead of taking on the issue, the Acronis reply to my ticket pointed to the same third party fix as you have indicated. Have they lost all their software engineers ?

Please don't get me wrong, I do appreciate your help but its just something that I feel Acronis should resolve with an update, along with a fix for the broken parts of their help file.

Thanks,
Mandacat

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Here is my follow-up to my previous post ...

Granted that these issues and resolutions may be due to my lack of familiarity with the True Image nuances, but maybe they'd be helpful to others.

Thank you Acronis, for your reply to my issues, but none of the steps I've tried ( https://kb.acronis.com/content/40366) resolved either of my specific problems. What does appear to have resolved them, although time will tell, is the following. Again, although the two problems appear to be resolved, it will take more time to be sure.

The "Com Surrogate" issue, where the external drive could not be "safely" released, appears to have been resolved by removing the .tib file association with "Windows Explorer". NOW, when directly opening a .tib file, the true image application also opens with it. Prior to correcting the file association, .tib files would open with "Windows Explorer" which would result in the "com surrogate" problem and the inability to "safely" release the external drive.

The other problem, which would hang the system with the "operations in progress, please wait" and never shutdown, may have been caused by the backups defaulting to a daily schedule. When a backup is created, it automatically defaults to a daily schedule with the current time. If the schedule is not removed, this could cause a backup to try and run when not meant to do so and, if the destination is portable, without the destination device connected.

Bill

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Bill,

Thanks for the update, it is quite interesting that the file association of .tib with Windows Explorer appears to be at issue with the COM Surrogate error. What this tells me is that Windows Explorer does not know how to handle this file type in all cases. Even more interesting is that not all users have this problem only some. That tells me that there is a relationship between the dllhost.32 and the problem. I would bet that there is a common thread here. Some other app maybe that registers drivers prior to ATI that might be interfering with process in some way. At any rate it is good to know about this possible fix. If that changes please let us know.

As for the other problem I think what you are saying here is if the user creates a backup task and then runs that task using Backup Now button and does not check the Do Not Schedule option for the backup then the default is as you say, daily scheduled at the current time. That is expected behavior and yes that could well cause the operations in progress error.

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Have the same problem TI2014 Windows 8. Has any one tried replacing dllhost 32 file with a previous copy stored in an earlier TI backup copy of the file which would have all the backup files experiencing this problem?

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Hi, COM Surrogate is the executable host process (dllhost.exe) which runs in the background, while you are navigating through files and folders and this can be caused due to the corrupt codecs. You can download codecs and manually solve this problem by downloading the codec from this link http://www.windows7codecs.com/. If you are still facing problems with this error, then you can visit https://appuals.com/com-surrogate-has-stopped-working-dllhost-exe/ as there are more than 1 solutions available to solve the same problem. Hope it helps.