60185: Acronis True Image 2018: getting the detailed logs of True Image Monitor component in Windows

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    This article shows how to get detailed logs of the True Image Monitor's activity in Acronis True Image 2018.

    True Image Monitor starts automatically with Windows and is responsible for showing icons and notifications in the system tray.

    True Image Monitor's executable file, TrueImageMonitor.exe, is located in the following folder:

    • Windows 64-bit: "C:\Program Files (x86)\Acronis\TrueImageHome"
    • Windows 32-bit: "C:\Program Files\Acronis\TrueImageHome"

    The level of logging is defined in the configuration file TrueImageMonitor.config, lying next to TrueImageMonitor.exe:

    1. Disable the self-defence feature of Active Protection as explained here. Otherwise, Active Protection will not allow modifying Acronis True Image configuration files.
    2. Locate the file TrueImageMonitor.config and copy it to the Desktop folder. That is needed because files in the folders Program Files and Program Files (x86) are protected by the operating system and cannot be edited directly there.
    3. Right-click the copied file in the Desktop folder and select Open with:
    4. Click More apps:
    5. Click Notepad and click OK to confirm the selection:
    6. Configuration file will open in Notepad text editor:
    7. Replace all the occurrences of level="info" with level="debug":

    8. Click File -> Save to save the changes and close Notepad window:

      Drag and drop the file TrueImageMonitor.config from the Desktop to its original location:

      Choose the Replace option when asked:

      Click Continue to confirm the operation:

    9. Reboot the computer for changes to take effect.
      In certain cases you could just restart the process TrueImageMonitor.exe instead of doing a full system reboot, but that would exclude the boot chain events logs which may be important in troubleshooting. If you are unsure, do a complete system reboot.
    10. Reproduce the problem.
    11. Detailed logs of the True Image Monitor could be found in the folder C:\ProgramData\Acronis\TrueImageHome\Logs\ti_monitor:
    12. Turn on Active Protection and the self-defence feature.
    13. If you are working with Acronis directly, generate a system report and send it to Acronis. The folder with Tray Monitor logs will be included in the report automatically.
    14. When the detailed logs of True Image Monitor are no longer needed, repeat the steps from this article, replacing level="debug" with level="info" at step 7.

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