61383: Acronis True Image Beta (Windows version): reporting technical issues

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This article is to help Acronis True Image Beta campaign participants to report technical issues with Acronis True Image Beta on Windows more efficiently. It is recommended, but not obligatory to follow.

Before reporting a compatibility or installation issue, please read "Acronis True Image 2020 Beta: installation and compatibility" for known limitations and restrictions.

The present article is for Windows. Mac users: submit your feedback through the "Feedback" form in the product and attach screenshots illustrating the issue.

To submit your feedback, use the "Feedback" button in the program interface:

The submission form in product includes an option to generate and attach a system report to the message automatically. Use it whenever reporting a new issue or to send a system report with logs to Acronis.

You will make your report to Acronis more complete and actionable by including the below information:

1. Whether the Beta was installed on top of another version of Acronis True Image or it was a clean install?

2. Whether the issue occurred after updating Windows or not?

3. Attach a screenshot or photo, illustrating the issue. A sequence of screenshots that illustrate the steps leading to issue is even better. It is very easy to capture a sequence of screenshots with Microsoft's Steps Recorder, already included with every Windows: open Windows Start menu, type psr, press Enter, click Start Record, reproduce the issue, click Stop record. Attach the generated file to your report. Click here and here for more information.

4. Issue-specific information, besides the standard aforementioned system report and screenshot/photo:

Installation:

Installation log

ProcessMonitor log

 

Sign in, License, Serial Number, Activation, Cloud Storage quota issues:

Output of the ports verification tool, to confirm that the firewall, router and ISP do not block outbound TCP connections on ports 44445 and 55556, required by the product to function.

Debug logs with additional logging, enabled in LicenseActivator.config and TrueImage.config as per instructions.

Wireshark log

 

Issues with the graphical user interface:

Debug logs with additional logging, enabled in TrueImage.config as per instructions.

 

Issues involving local network:

Wireshark log

NAS exact model (if NAS is involved)

Names, IP-addresses of local computer(s), shares (if any)

 

Issues involving the Internet:

Output of the ports verification tool, to confirm that the firewall, router and ISP do not block outbound TCP connections on ports 44445 and 55556, required by the product to function.

Wireshark log

Compressed folder C:\ProgramData\Acronis\TrueImageHome\OnlineBackup

 

Issues involving web browser:

Whether the web browser has the latest updates

Whether the issue reproduces in a different web browser

Whether the issue reproduces in a private browsing mode (emulates a completely new browser with no previously saved cookies)

 

Computer crash, unexpected reboot, also known as "blue screen" or BSOD:

A complete Windows memory dump. If there is not enough enough disk space to create a complete memory dump, create a kernel memory dump. Prepare the memory dump and report the issue to Acronis. You will be sent credentials for Acronis FTP server to upload the memory dump file.

 

The whole PC stops responding to mouse and keyboard input (not just one application):

A complete Windows memory dumpIf there is not enough enough disk space to create a complete memory dump, create a kernel memory dump. Prepare the memory dump and report the issue to Acronis. You will be sent credentials for Acronis FTP server to upload the memory dump file.

 

Application crash event, identified by a pop-up message "... has stopped working", "Unexpected error", "... quit unexpectedly" or "... has encountered a problem and needs to close"

Application crash dump file, created as per https://kb.acronis.com/content/45631, part "How to collect a crash dump".

ProcessMonitor log that captures the moment of the crash

 

Application stops responding:

Process memory dump

ProcessMonitor log that captures the moment of the application freezing

 

Issue with the mobile app on iOS or Android:

Make sure the app is up-to-date

Send feedback from the mobile app, include your email and the word beta in the message body.

For backups from mobile devices to NAS or local computer: whether the issue reproduces after disconnecting and pairing again the mobile device with PC/NAS via QR code.

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