46475: Acronis True Image: Troubleshooting Try&Decide Issues

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Operating Systems:

    This article provides information on how to troubleshoot issues with "Try&Decide".

    T&D does not apply changes

    Troubleshooting

    1. Turn off antivirus software before reproducing (if installed);
    2. Try to select another disk for protection and another disk as a storage for changes, and reproduce the issue;
    3. If the changes do not apply after reboot ("Apply changes with reboot" option selected, see screenshot),


      try applying changes without reboot:
    4. If the changes do not apply without reboot (Apply changes" option selected, see screenshot):


      try applying changes with reboot:

    Collecting information

    1. System report: Acronis True Image 2016: Generating System Report or Acronis True Image 2014: Generating System Report
    2. Make a video of the screen during TRACE command execution (Related to "Apply changes with reboot" only). To do it, perform the following:
      - Start reproducing the issue;
      - As soon as the computer restarts and Acronis Loader... is displayed on the screen, hit "T" button on the keyboard:


      - Then type "TRACE" command and press "Enter" key.


      - Make a video of the logs that are displayed on the screen. The logs look like:
    3. Provide a screenshot of Try&Decide Wizard (where the protected disk and the disk that is selected as a storage are shown).

    T&D does not revert changes

    Troubleshooting

    1. Turn off antivirus software before reproducing (if installed);
    2. Try to select another disk for protection and another disk as a storage for changes, and reproduce the issue;

    Collecting information:

    1. System report. Acronis True Image 2016: Generating System Report or Acronis True Image 2014: Generating System Report
    2. Make a video of the screen during TRACE command execution. To do it, perform the following:
      - Start reproducing the issue;
      - As soon as the computer restarts and Acronis Loader... is displayed on the screen, hit "T" button on the keyboard:


      - Then type "TRACE" command and press "Enter" key.


      - Make a video of the logs that are displayed on the screen. The logs look like:
    3. Provide a screenshot of Try&Decide Wizard (where the protected disk and the disk that is selected as a storage are shown).

    T&D does not start

    Troubleshooting

    1. Turn off antivirus software before reproducing (if installed);
    2. Try to select another disk for protection and another disk as a storage for changes;
    3. Note that Try&Decide cannot be used for protecting dynamic disks.
    4. GPT disks are supported by Try&Decide only on UEFI-booted Windows.
    5. Try&Decide can`t be used if there is at least one disk volume, encrypted with BitLocker, in the system. It does not matter whether this volume is intended to be used with Try&Decide or not.

    Collect information

    1. Enable tracing mode for Try&Decide by downloading, extracting and running enable TnD tracing.zip file
    2. Start collecting Process monitor log (PML)
    3. Reproduce the issue: attempt to start Try&Decide, do not close the window with error message yet
    4. Save Process monitor log (PML), close Process Monitor, compress PML file into zip or any other archive format
    5. Take a screenshot of the error message
    6. Close Try&Decide window with error message
    7. Disable tracing mode for Try&Decide by downloading, extracting and running disable TnD tracing.zip file
    8. Save a System Report
    9. Contact Acronis Customer Central with collected screenshot, zipped Process Monitor log and System Report

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