Can't run True Image 2013 and can't install update
I have been running True Image 2013 on my Windows 8x64 computer since 2013 came out, with incremental backups onto two HDDs on a USB 3.0 dock. Today I received a message that one of disks is full, so I tried to enter True Image for the first time in months. When I click on the icon, the cursor spins for 10 seconds or so, then stops, and nothing happens. I went to the Acronis website, downloaded the latest version, and tried to install it. However, the installation stops shortly after it starts. I have no anti-virus running. Background Processes running include Acronis Scheduler 2, Scheduler Helper, TIB Monitor, True Image Home, True Image Service, and TrueImage Sync Agent Service, and Services running include Acronis Nonstop Backup Service, Scheduler2 Service, and Sync Agent Service.
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From a Google search, I find that the combination of Warning 1909 and Error Code 2902 is a common situation when trying to install software in Windows, but I couldn't find a solution. The typical response is that there is something wrong with the software being installed, which seems improbable if other Windows 8 users aren't encountering the same problem with the Acronis update. I tried moving UAC to the lowest setting and did a Take Ownership of the Acronis folder, but it made no difference.
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JW99,
Did you enable Try and Decide at one time?
Are you installing this for all users or just for your log in?
Try logging out of Sync (if logged in) and disable the Sync and and Non Stop backup service and see if the new build will now install. If it doesn't and just rolls back, try the following, Run the installer as far as the install page, right click on install and select extract, close the Acronis installer down and right click on the extracted MSI installer and select 'run as Admin', then run the program.
The last option is to run the Acronis Cleaner and then try installing. I think someone else had a similar problem recently and there was another way of overcoming Windows locking the desktop, I'll have to have a search and come back if I find it.
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Colin B wrote:JW99,
Did you enable Try and Decide at one time?
Are you installing this for all users or just for your log in?
Try logging out of Sync (if logged in) and disable the Sync and and Non Stop backup service and see if the new build will now install. If it doesn't and just rolls back, try the following, Run the installer as far as the install page, right click on install and select extract, close the Acronis installer down and right click on the extracted MSI installer and select 'run as Admin', then run the program.
The last option is to run the Acronis Cleaner and then try installing. I think someone else had a similar problem recently and there was another way of overcoming Windows locking the desktop, I'll have to have a search and come back if I find it.
Did you enable Try and Decide at one time?
I don't think so, but I'm not sure.
Are you installing this for all users or just for your log in?
I'm the only user.
Try logging out of Sync (if logged in) and disable the Sync and and Non Stop backup service and see if the new build will now install.
Not applicable.
If it doesn't and just rolls back, try the following, Run the installer as far as the install page, right click on install and select extract, close the Acronis installer down and right click on the extracted MSI installer and select 'run as Admin', then run the program.
Do you mean the blue Acronis window with "Install new version"? Nothing happens when I right click on Install new version.
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JW99 wrote:Are you installing this for all users or just for your log in?
I'm the only user.
Even if you are the only user, there is normally an option to install for single user or all users.
Try logging out of Sync (if logged in) and disable the Sync and and Non Stop backup service and see if the new build will now install.
Not applicable.
Does this mean you have already disabled these two services in Windows Services.msc?
Do you mean the blue Acronis window with "Install new version"? Nothing happens when I right click on Install new version.
Have you downloaded the complete installer file or are you using the True Image Upgrade utility from within True Image? I was under the impression you had downloaded the complete installer from your account.
Assuming you have the complete installer on your system, run it until you get to the options of - Install, Repair, Remove - right click on the install option and you will get the option to 'extract'.
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I probably installed True Image 2013 for all users when it came out, but I'm not sure. I haven't reached any option yet on the upgrade, as I can't get past the Install button.
I disabled the Sync and Non-stop Backup Services, but get the same result.
The only download I could find is the upgrade file ATIH2013_6514_en-US.exe, which is what I have been trying to run. I don't see any option to download a complete installer file.
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JW99,
That file is the full installer. When you double click on it you should get to the screen that shows you a menu, now if the earlier build is still installed on your system you probably get the options of - Reinstall, Modify, Uninstall. If the previous build is not installed you should see - install as the first option.
If you are not seeing that could you please post some screenshots so that we are both referring to the same thing. The Snip tool in Windows 8 will do the job - if you are on the tile desktop, just type snipping and the snip tool will pop up.
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That's not what I get. I snipped the Install screen I see, which is attached. The only options are Install new version, Download User's Guide, and Contact technical support.
| Attachment | Size |
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| 133402-108196.png | 573.11 KB |
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