44 Copyright © Acronis International GmbH, 2002-2013
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.
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.
5.3 How to collect crash dumps
Because a crash of True Image Lite 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 Lite 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 Lite 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 Lite 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.
This information will speed up the process of finding a solution.
5.4 General recommendations
The below information may help you in troubleshooting issues encountered during installation and
use of True Image Lite 2013.
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;
