42 Copyright © Acronis International GmbH, 2002-2013
5 Troubleshooting
In this section
Acronis System Report ............................................................................. 42
Acronis Smart Error Reporting ................................................................. 42
How to collect crash dumps ..................................................................... 44
General recommendations ...................................................................... 44
Viewing log ............................................................................................... 45
Acronis Customer Experience Program ................................................... 47
5.1 Acronis System Report
When you contact the Acronis support team, they will usually need information about your system in
order to resolve your problem. Sometimes getting the information is an inconvenient process and
may take a long time. The Generate system report tool simplifies the procedure. It generates a
system report containing all the necessary technical information and allows you to save the
information to file. When it’s necessary, you can attach the created file to your problem description
and send it to Acronis support team. This will simplify and speed up the search for a solution.
To generate a system report:
On the main program window click the question mark symbol, and select Generate system
report, or
Press CTRL+F7. Note that you can use the key combination even when True Image Lite 2013 is
performing another operation.
After the report is generated:
To save the generated system report to file, click Save and in the opened window specify a
location for the created file.
To save the report to file and send it to Acronis support team by e-mail, click Save and send.
To exit to the main program window without saving the report, click Cancel.
5.2 Acronis Smart Error Reporting
To help users with troubleshooting, the new releases of Acronis products employ the so called
Acronis Smart Error Reporting. When an issue is caused by an error in the program's operation, True
Image Lite 2013 displays an appropriate error message.
An ordinary error
The error message contains an event code and a short description of the error (sometimes with a
possible solution), for instance:
"Check the disk and file system for errors and try to repeat the operation. Event Code: 0x000101F6"
The error message may also include the program module where the error has occurred and the error
message from the module.
