59895: Acronis Revive 2017: how to collect diagnostic information and contact support

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Applies to:

    If you experience a technical issue, collect this diagnostic information.

    In case the software crashed:

    1. Step-by-step description of your issue with screenshots, if possible.
    2. Copy of the crash report in a .txt-file.
    3. System information using AcronisInfo Utility.

    In case the software hangs up and doesn’t respond to mouse or keyboard commands:

    1. Step-by-step description of your issue with screenshots, if possible.
    2. System information using AcronisInfo Utility.
    3. Windows TaskManager information: 

           Performance:
      Commit Charge (Total, Limit, Peak)
      Physical Memory (Total, Available, System Cache)
      Kernel Memory (Total, Paged, Nonpaget)

      Process - FileRecovery
      Memory Usage
      CPU

    In case the scanning procedure fails:

    1. Step-by-step description of your issue with screenshots, if possible.
    2. System information using AcronisInfo Utility.
    3. Scan Information (this option should be switched on before the scan is run) of the disk or partition being scanned.

    In case the recovery procedure fails:

    1. Step-by-step description of your issue with screenshots, if possible.
    2. System information using AcronisInfo Utility.
    3. If recovery was processed from a scanned partition, the Scan Information (this option should be switched on before the scan is run) of that partition should be provided as well.

    With information collected, contact Acronis Customer Central.

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