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establish Internet connection or if you can use another computer where Internet connection is
available, use the following URL to go to the Acronis Web site error reporting form:
http://kb.acronis.com/errorcode/.
Select the Acronis product version you use and manually enter the event code into the appropriate
field. Then, click the Search button to search for an article that may contain the solution to your
issue.
Sometimes, an error may occur in a low-level program module and then propagate to higher-level
modules resulting in errors in those modules as well. This is a so called composite error, where every
higher level module generates its own error (event) code. The following error message is an example:
"Failed to start Try & Decide
More information about this error and an applicable solution may be available online in the Acronis
Knowledge base.
To access the online resource manually, enter the event code at: http://kb.acronis.com/errorcode/
Event code: 0x00970007+0x00970016+0x00970002"
The event codes from different modules are combined with "+" symbols. When manually entering
such event codes into the appropriate field to search in the Knowledge Base, enter the event code
components without spaces around the "+" symbols.
If the event code(s) is not recognized in the Knowledge Base, the base does not yet contain an article
to resolve the issue. In such cases, please open a trouble ticket with Acronis Customer Central.
9.3 How to collect crash dumps
Because a crash of True Image 2013 or Windows can be caused by different reasons, each crash case
must be investigated separately. Acronis Customer Central would appreciate if you could provide the
following information:
If True Image 2013 crashes, please provide the following information:
1. A description of the exact sequence of steps performed before you encountered the issue.
2. Dr. Watson crash dump. For information on how to collect such a dump, see the Acronis Support
Knowledge Base (KB) article at http://kb.acronis.com/content/2192
If True Image 2013 causes a Windows crash:
1. A description of the exact sequence of steps performed before you encountered the issue.
2. A Windows dump file. For information on how to collect such a dump see the Acronis Support KB
article at http://kb.acronis.com/content/17639
If True Image 2013 hangs:
1. A description of the exact sequence of steps performed before you encountered the issue.
2. A userdump of the process. See the Acronis Support KB article at
http://kb.acronis.com/content/6265
3. The Procmon log. See the Acronis Support KB article at http://kb.acronis.com/content/2295
If you cannot access the information, contact Acronis Customer Central for an FTP link for uploading
files.
