HELP! How Do I Uninstall This Software
Problems from day one. (was charged twice, took months to rectify, then was informed it was just an internet 'glitch') Won't update. Can't edit settings. Can't create image.iso. Sluggish, slow operation. Reports one moment that I'm a registered user then the next I'm not. A GUI which looks like Win/98 leftovers, etc. Wasted hundreds of dollars installing what can only be described as a digital abortion onto MISSION CRITICAL SYSTEMS. Someone please tell me I can uninstall this ATI2012 monstrosity without destroying data or O/S, and salvage what little remains of my reputation as a semi-competent technician. Honestly, at this point, all I'd like is for someone to be able to tell me I can uninstall this horrific mess off these systems WITHOUT DESTROYING THEM as other ATI2012 users have reported. If my experience with this thus far is any indication, I don't think even that is possible.
My God. I'm not a customer, I'm a victim.
I've likely ruined any reputation I had, and seriously injured those who trusted me and were depending upon me. Thank you, I sincerely hope these recommendations work.
I'm still getting adverts for this, they are still attempting to sell this garbage to unsuspecting people even today. How do these people sleep at night?
Anthony,
I don't think your problems with accessing the forum and whatever problem you've had with TIH 2012 are directly related.
I take it your first paragraph relates to TIH rather than forum problems?
As far as TIH is concerned, did you have a previous version installed or another similar product from a different company?
Is this a PC or laptop and what brand and OS is it running?
Is the build of TIH you are using 7119 or the just released 7133?
Check that your firewall hasn't obstructed the installation of TIH or the running of its various components.
To uninstall, it should be as simple as selecting the uninstall option either from the windows start Menu, Add/Remove programs or by running the TIh installer and selecting uninstall. It will leave a registry entry as most windows programs do, it should however remove and disable the virtual disk driver entry. If for some reason it doesn't do this, the answer will be to download the TIH 2012 cleaner utility -I don't have the link to hand as I'm not at my PC, but it is in the Knowledge Base.
Using the 2012 cleaner will disable any other Acronis programs you have installed, and they will need to be repaired in order to function again.
Make sure you have Administrator rights whilst either uninstalling or installing TIH.
***edited typing errors***
"I don't think your problems with accessing the forum and whatever problem you've had with TIh 2012 are directly related. ...I take it your first paragraph relates to TIH rather than forum problems?"
I'm not having any problems accessing the forums. (edit - I initially attempted a cursory search for 'uninstall" but found nothing relevant. Admittedly in retrospect, I could have been more thorough.) The entirety of my situation is purchasing software which was broken from day one, and never once did function as promised.
"As far as TIH is concerned, did you have aprevious version installed or another similar product from a different company?"
All installs were clean with no previous Acronis installation.
"Is this a PC or laptop and what brand and OS is it running?"
A mixture of PC's and laptops. All 64 bit. XP Pro, Win 7 Pro.
"Is the build of TIH you are using 7119 or the just released 7133?"
Current build is 5545, and can not be upgraded - from day one - it could not be upgraded on any PC.
"Check that your firewall hasn't obstructed the installation of TIh or the running of its various components."
The installation program reported installs completed successfully on all systems with no errors. All installs were accomplished locally from software found on a CD which I had purchased from Acronis.
"To uninstall, it should be as simple as selecting the uninstall option either from the windows start Menu, Add/Remove programs or by running the TIh installer and selecting uninstall. It will leave a registry entry as most windows programs do, it should however remove and disbale the virtual disk driver entry. If for some reason it doesn't do this, the answer will be to download the TIH 2012 cleaner utility -I don't have the link to hand as I'm not at my PC, but it is in the Knowledge Base."
Thank you for your suggestion. As many likely know, others using these methods of uninstall have reported BSOD or even the O/S refusing to boot. Some have said the native Windows B/U utility is disabled upon completion of ATIH2012 removal. None of these results are acceptable for the mission critical systems they are installed upon.
Someone has already supplied a link to a cleaner utility.
http://download.acronis.com/ATIH_CleanUp_2012.exe
Can you tell me - are you referring to some other utility?
How reliable are the removal processes you are recommending? I don't have the luxury of experimenting in the environment they are installed.
"Using the 2012 cleaner will disable any other Acronis programs you have installed, and they will need to be repaired in order to function again."
At this point, I just want Acronis completely off all these computers. Its likely I will never use another Acronis product ever again. This is more than simply dishonest, its vicious, malicious activity by a company which pretends to be a responsible corporate entity.
"Make sure you have Administrator rights whilst either uninstalling or installing TIH."
Thank you. I'll make sure to check that. (edit - I appreciate your help)
Anthony,
I thought you were also commenting on how annoyingly slow the forum sometimes is combined with your TIH problems - anyhow;
Build 5545 was the first build of 2012, and I would suggest that you should try using the latest build as this may well have fixed whatever is causing your problems. The latest build is always available from your account.
The BSOD's reported after removal of 2012 are most often related to the virtual driver reference in registry not being removed when the actual virtual driver has been. The native Windows Backup program won't be compromised if you haven't enabled TIH integration.
It is possible to make the necessary corrections to registyr manually if your system has not allowed the TIH installer to remove them thus negating the requirement to use the cleaner utility.
It is a shame you didn't post on the forum when you first encounted a problem as it might have been possible to solve it. Some OEM PC equipment cause problems with their default utilties or with provided ones such as OnCD which can clash with TIH.
You could run the installer again (downloading the latest installer would be the best if you don't mind the 214MB download) and check to see if it offers the uninstall or modify option, if it does then TIH wasn't uninstalled properly. select Uninstall again.
The Acronis Services should disappear from Services.msc and from the startup in MSConfig as well as the Acronis Virtual Adapter in Device Manager. If the virtual adapter still appears in Device Manager DO NOT delete it, you'll get a BSOD the next time you boot Windows.
Out of interest did you install for a single user or all users?
The Media Builder problem normally showed itself if a previous (even the trial) build/version had been installed.
Did you check for disk problem by using chkdsk /r including the drive being used as the image repository? If you were imaging to a NAS there was a known problem with the two early builds with accessing some Synergy NAS devices. True Image is also gives RAM a major workout more than some CAD or picture imaging programs this can also make TIH appear slow or fail if RAM is even slightly compromised.
Anthony,
I thought you were also commenting on how annoyingly slow the forum sometimes is combined with your TIH problems - anyhow;
Build 5545 was the first build of 2012, and I would suggest that you should try using the latest build as this may well have fixed whatever is causing your problems. The latest build is always available from your account.
The BSOD's reported after removal of 2012 are most often related to the virtual driver reference in registry not being removed when the actual virtual driver has been. The native Windows Backup program won't be compromised if you haven't enabled TIH integration.
It is possible to make the necessary corrections to registyr manually if your system has not allowed the TIH installer to remove them thus negating the requirement to use the cleaner utility.
It is a shame you didn't post on the forum when you first encounted a problem as it might have been possible to solve it. Some OEM PC equipment cause problems with their default utilties or with provided ones such as OnCD which can clash with TIH.
You could run the installer again (downloading the latest installer would be the best if you don't mind the 214MB download) and check to see if it offers the uninstall or modify option, if it does then TIH wasn't uninstalled properly. select Uninstall again.
The Acronis Services should disappear from Services.msc and from the startup in MSConfig as well as the Acronis Virtual Adapter in Device Manager. If the virtual adapter still appears in Device Manager DO NOT delete it, you'll get a BSOD the next time you boot Windows.
Out of interest did you install for a single user or all users?
The Media Builder problem normally showed itself if a previous (even the trial) build/version had been installed.
Did you check for disk problem by using chkdsk /r including the drive being used as the image repository? If you were imaging to a NAS there was a known problem with the two early builds with accessing some Synergy NAS devices. True Image is also gives RAM a major workout more than some CAD or picture imaging programs this can also make TIH appear slow or fail if RAM is even slightly compromised.
"Build 5545 was the first build of 2012, and I would suggest that you should try using the latest build as this may well have fixed whatever is causing your problems. The latest build is always available from your account."
As mentioned, I cannot upgrade to the next build on any system. I attempted to do exactly as you suggested several times without success. From day one it would not upgrade. Now, its time for Acronis to go altogether.
"The BSOD's reported after removal of 2012 are most often related to the virtual driver reference in registry not being removed when the actual virtual driver has been. The native Windows Backup program won't be compromised if you haven't enabled TIH integration."
Which of these recommend uninstall methods allows the virtual driver to remain in the registry while deleting the virtual drivers?
Luckily, I have not enabled TIH Integration on any of these computers.
"It is possible to make the necessary corrections to registyr manually if your system has not allowed the TIH installer to remove them thus negating the requirement to use the cleaner utility."
Is the manual registry editing covered anywhere in the aforementioned guides?
"It is a shame you didn't post on the forum when you first encounted a problem as it might have been possible to solve it. Some OEM PC equipment cause problems with their default utilties or with provided ones such as OnCD which can clash with TIH."
I was engaged in a protracted exchange to stop Cleaverbridge from charging my client twice for a single purchase. This took months to resolve. I can't tell you how frustrating, and how embarrassing, this process was to try and explain to the people who sign my checks. I had to ask my people for bank records to make my case. Have you ever asked your boss for his bank records? Further, I'm not an on-sight technician. And this is my first exposure to Acronis. However I can promise you this, it will be my last.
"You could run the installer again (downloading the latest installer would be the best if you don't mind the 214MB download) and check to see if it offers the uninstall or modify option, if it does then TIH wasn't uninstalled properly. select Uninstall again."
Sir, the installer program will not upgrade on any system, and as late as yesterday, to my knowledge did not offer a "repair" or "modify" or "uninstall" option. Thank you, but I've moved past attempting to get this to work. One way or another, this program is history, the assistance I require is how to remove it.
"The Acronis Services should disappear from Services.msc and from the startup in MSConfig as well as the Acronis Virtual Adapter in Device Manager. If the virtual adapter still appears in Device Manager DO NOT delete it, you'll get a BSOD the next time you boot Windows."
Key point, thank you.
"Out of interest did you install for a single user or all users?"
All users.
"The Media Builder problem normally showed itself if a previous (even the trial) build/version had been installed."
No trial or previous versions were installed. All installs were accomplished from the official, purchased CD from Acronis.
"Did you check for disk problem by using chkdsk /r including the drive being used as the image repository? If you were imaging to a NAS there was a known problem with the two early builds with accessing some Synergy NAS devices. True Image is also gives RAM a major workout more than some CAD or picture imaging programs this can also make TIH appear slow or fail if RAM is even slightly compromised."
I did not check for disk problems as it was the same suite of errors on all systems, systems which comprised of different manufacturers and 2 different O/S's
NAS systems are not used.
All ram is either OEM or in some instances installed by retailer. Its not out of the question it could be a ram issue or ram compatibility, I would judge this probability somewhat lower on the list. It should be noted, all other applications continue to function normally.
Anthony,
I am not employed by Acronis nor are any of the other MVPs.
I'll see if an Acronis Moderator can help you out with your refund problem.
Do you get any error messages when you attempt to install, obviously I can't see what you are seeing so I can only go by what you tell me and my experience using TIH and known problems and their solutions.
RAM can be a major fly in the ointment as I mentioned in my previous post, it can function quite happily with large databases, 3-D rendering, games etc, but due to the way TIH works the slightest mistime or incorrect bit and TIH will sulk partly due to the snapshot mechanism of the drive to be imaged.
Hello Everyone,
Thank you for posting and thank you for your help Pat and Colin.
Anthony, we are very sorry about this issue and I will contact you via a private message to address this problem.
Please let me know if you need additional help.
Thank you.
"I am not employed by Acronis nor are any of the other MVPs."
Any input offered is welcome and valuable.
"I'll see if an Acronis Moderator can help you out with your refund problem."
A refund would be a beginning. However I can't begin to describe the amount in dollars which are at stake, thousands and thousands if not more, and the reputation, lives and livelihoods of those which are now suspended in resolving this situation. Worst case scenario, if I run the uninstall methods as recommended and end up with a dead PC its not just me who's in the dog house.
This is a busy office which counts downtime in minutes and seconds, I chose Acronis because of its reputation as a responsible industry leader and entrusted them with this office's critical data based upon that reputation. That decision may be the greatest career mistake I've ever made. In addition to finding and purchasing some other disaster recovery system, I'm going to need to set up some kind of tandem system of servers to, in the worse case event, swap them over should the Acronis uninstall crash to a dos prompt or BSOD. Is Acronis going to cover those costs as well? Who is paying for my time and equipment? You can see, a refund is a good sign and I thank you for that, but does little to resolve my situation or address the catastrophic nature and profound expenses I may be confronted with.
"Do you get any error messages when you attempt to install, obviously I can't see what you are seeing so I can only go by what you tell me and my experience using TIH and known problems and their solutions.
All installs completed without error.
"RAM can be a major fly in the ointment as I mentioned in my previous post, it can function quite happily with large databases, 3-D rendering, games etc, but due to the way TIH works the slightest mistime or incorrect bit and TIH will sulk partly due to the snapshot mechanism of the drive to be imaged."
I've seen ram do some pretty weird things. Its not out of the question. But the damage has already been done here Colin, so either way, Acronis is coming out by its roots if necessary. Considering the time, aggravation and amounts which have already spent, I could have paid for some online B/U service for 10 years and still had something left over.
Its been a long day and the hour is late, thanks again for your help.