46980: Acronis Software: Troubleshooting Windows Operating System Lockup

    Operating system may hang under specific circumstances. To identify the exact cause, it is necessary to look into the Acronis System Report and collect kernel dump at the moment of hang.

    Always make sure you have the latest build of the product (if it's possible).

    Symptoms

    Operating system lockup is a situation when the system doesn't respond to any user's actions. For example if you press Caps Lock or Num Lock there is no LED switching on your keyboard (if the one exists). Note: it's not an operating system lockup, if the OS has not loaded yet (if the user has not logged on yet), in this case please contact Acronis Customer Central with exact issue description.

    Troubleshooting

    The following logs are required for investigation of an operating system lockup:

    1. Do the following to collect kernel dump (it will be followed by a BSOD screen):

    1. Open the Registry Editor: press Windows+R -> regedit
    2. Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\i8042prt\Parameters
    3. Create a new DWORD (32-bit) named CrashOnCtrlScroll and value 1
    4. Navigate to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\kbdhid\Parameters
    5. Create a new DWORD (32-bit) named CrashOnCtrlScroll and value 1
    6. Close the Registry Editor and restart your computer.
    7. Reproduce the issue again.
    8. Hold down the right Control key and press the Scroll Lock key twice
    9. Reboot machine and find the dump file at C:\Windows\MEMORY.DMP
    10. After collecting the dump file, set CrashOnCtrlScroll values to 0.

    2. Collect Process Monitor Log.

    1. Make sure you have “saving log on the fly” feature on by activating “File” -> “Backing Files” option.
      Choose “Use file named” option and specify the file name and location (i.e. c:\log.PML)
    2. Start the operation that causes operating system lockup.
    3. You will find an PML file in specified location. Pack this file in an archive.

    3. Collect System Report from the machine in question after the issue is reproduced. See:
    Acronis True Image 2018 and 2017: Collecting System Report
    Acronis Backup 12.5 and 12: Generating System Report
    Acronis Backup 11.7/11.5: Generating System Report
    If this does not work, collect information with AcronisInfo Utility.

    Send these files to Acronis Customer Central via FTP: see Uploading Files to Acronis FTP Server. A unique FTP link tied to your case can be provided by the Support Engineer assigned to your case. Please contact Acronis Customer central for assistance.

    Tags: 

    You are reporting a typo in the following text:
    Simply click the "Send typo report" button to complete the report. You can also include a comment.
    CAPTCHA
    This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.
    3 + 11 =
    Solve this simple math problem and enter the result. E.g. for 1+3, enter 4.