Manual Acronis True Image Lite 2013 (page 44 of 50) (English)

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Select the Acronis product version you use and manually enter the event code into the appropriate

field. Then, click the Search button to search for an article that may contain the solution to your

issue.

If the event code(s) is not recognized in the Knowledge Base, the base does not yet contain an article

to resolve the issue. In such cases, please open a trouble ticket with Acronis Customer Central.

5.3 How to collect crash dumps

Because a crash of True Image Lite 2013 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 True Image Lite 2013 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 True Image Lite 2013 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

If True Image Lite 2013 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.

5.4 General recommendations

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

use of True Image Lite 2013.

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;

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Acronis True Image Lite 2013 Manual

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