157 Copyright © Acronis International GmbH, 2002-2015
6. Click Send.
12.4 How to collect crash dumps
Because a crash of Acronis True Image 2016 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 Acronis True Image 2016 crashes, please provide the following information:
1. A description of the exact sequence of steps performed before you encountered the issue.
2. A 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/27931.
If Acronis True Image 2016 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 Acronis True Image 2016 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.
12.5 Acronis Customer Experience Program
Acronis Customer Experience Program (CEP) is a new way to allow Acronis customers to contribute
to the features, design and development of Acronis products. This program enables our customers to
provide us with various information, including information about the hardware configuration of your
host computer and/or virtual machines, the features you use most (and least), and the nature of the
problems you face. Based on this information, we will be able to improve the Acronis products and
the features you use most often.
To make a decision:
1. On the sidebar, click Help, and then click About Acronis True Image.
2. To leave the program, turn off the Participate in the Acronis Customer Experience Program
switcher.
If you choose to participate, the technical information will be automatically collected every 90 days.
We will not collect any personal data, like your name, address, phone number, or keyboard input.
Participation in the CEP is voluntary, but the end results intended to provide software improvements
and enhanced functionality to better meet the needs of our customers.
