222 Copyright © Acronis, Inc., 2000-2012
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 General recommendations
The below information may help you in troubleshooting issues encountered during installation and
use of Acronis True Image Home 2012.
Quite often the cause of an issue may be trivial. For example, a loose connection of an external hard
drive. Before trying other solutions described in this chapter, it is advisable to check if the issue is
caused by one of the following:
loose connections to the external drive;
poor quality connecting cable;
When using an external USB hard drive, try the following additional suggestions:
if the drive is connected through a hub, connect it directly to a rear connector of your PC;
to prevent conflict with other USB devices attached to your PC, try disconnecting all the USB
devices (except the mouse and keyboard).
You can try to find the solution to your problem in the Acronis Support Knowledge Base (KB). To
access the Support KB, click on the following link: http://kb.acronis.com/. Then use the Search
function. Enter the key words related to your problem into the appropriate field and click Search. The
KB may have recommendations on solving your specific problem. Acronis Support team continuously
adds new articles to the KB. If you are not able to find the solution to your problem in the KB or the
suggested solution(s) does not help, feel free to contact Acronis Customer Central at
http://www.acronis.com/support/.
When your issue is an error encountered during Acronis True Image Home 2012 operation, the error
message box will contain the Knowledge Base button. Clicking the button will take you to a Support
KB article offering solution(s) for the issue that caused the error. The error message box will also
have a link to the Acronis Support KB. This link may be useful when the KB does not have the
appropriate article yet. Clicking the link will take you to a Web form. There, you can enter the event
