Manual Acronis True Image 2014 (page 248 of 257) (English)

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9.3 How to collect crash dumps

Because a crash of Acronis True Image 2014 or Windows can be caused by different reasons, each

crash case must be investigated separately. Acronis Customer Central would appreciate if you could

provide the following information:

If Acronis True Image 2014 crashes, please provide the following information:

1. A description of the exact sequence of steps performed before you encountered the issue.

2. Dr. Watson crash dump. For information on how to collect such a dump, see the Acronis Support

Knowledge Base (KB) article at http://kb.acronis.com/content/2192.

If Acronis True Image 2014 causes a Windows crash:

1. A description of the exact sequence of steps performed before you encountered the issue.

2. A Windows dump file. For information on how to collect such a dump see the Acronis Support KB

article at http://kb.acronis.com/content/17639 (http://kb.acronis.com/content/17639).

If Acronis True Image 2014 hangs:

1. A description of the exact sequence of steps performed before you encountered the issue.

2. A userdump of the process. See the Acronis Support KB article at

http://kb.acronis.com/content/6265.

3. The Procmon log. See the Acronis Support KB article at http://kb.acronis.com/content/2295.

If you cannot access the information, contact Acronis Customer Central for an FTP link for

uploading files.

This information will speed up the process of finding a solution.

9.4 General recommendations

The below information may help you in troubleshooting issues encountered during installation and

use of Acronis True Image 2014.

Quite often the cause of an issue may be trivial. For example, a loose connection of an external hard

drive. Before trying other solutions described in this chapter, it is advisable to check if the issue is

caused by one of the following:

 loose connections to the external drive;

 poor quality connecting cable;

When using an external USB hard drive, try the following additional suggestions:

 if the drive is connected through a hub, connect it directly to a rear connector of your PC;

 to prevent conflict with other USB devices attached to your PC, try disconnecting all the USB

devices (except the mouse and keyboard).

You can try to find the solution to your problem in the Acronis Support Knowledge Base (KB). To

access the Support KB, click on the following link: http://kb.acronis.com/. Then use the Search

function. Enter the key words related to your problem into the appropriate field and click Search. The

KB may have recommendations on solving your specific problem. Acronis Support team continuously

adds new articles to the KB. If you are not able to find the solution to your problem in the KB or the

suggested solution(s) does not help, feel free to contact Acronis Customer Central at

http://www.acronis.com/support/.

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Others manual(s) of Acronis True Image 2014

Acronis True Image 2014 User Manual - German - 271 pages

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Acronis True Image 2014 Manual

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