How do I actually contact Customer Service?
I just upgraded from Acronis 10 to Acronis 2009 and I'm having a problem.
Your "Read before posting" topic says to contact Customer Service, and even provides a link, but when you follow it, there is no way to actually contact them. I downloaded and ran the AcronisReport.exe and would like to provide it to support but I can't figure out how to do that.
I'd appreciate any pointers please. Thanks
Hi Darren, been there, done that, never get to a place where I can E-mail or chat. I end up here:
Thats odd I see it and im using ATI 11
Hopefully the Admins will be able to help.
Darren
That is strange. I have both ATI 10 and now ATI 2009, both are registered, yet I don't see the Live Chat or Web submission links.
Thank you for your responses though, I really appreciate it.
I wondered if this might be a browser issue as I use SeaMonkey as my regular browser, so I tried IE8 and I get the same screen. I hope someone can help me with this.
Hello all,
Thank you for using [[http://www.acronis.com/homecomputing/products/trueimage/ | Acronis True Image]]
Ztruker,
There is an issue with our web system, I will report about it to the respective department. It will be fixed as soon as possible.
I am sending a message to you via PMs.
Thank you.
The directions in your PM worked fine, thank you.
Of course, the real trick isn't to contact Customer Service, it's getting them to respond ;)
Certain inquiries seem to get better results -- request for purchase info seem to get fast responses; requests for refunds can take, well, shall we say longer?
But if you are patient you will probably have pretty good results.
It's a known problem, not being able to mount a restore image under Windos 7. I asked them if they will be releasing a patch to fix this or do I have to upgrade to TI 10, and if so, will there be a cheap upgrade path since I just (two days ago) upgraded from TI 10 to TI 2009.
We'll see what hapens.
The responsible folks here on hte forum have been great so far. Nice to experience.
Hello all,
Ztruker, when we release some patch fixing common issue, we include it to update for product, not to upgrade. So it is not paid in most cases and we will not ask you to spend money for the option which was announced but does not work...
By the way, could you please describe issue in more details? What exactly happens when you're trying to mount image? Are there any error messages? Could you please provide me with the exact sequence of actions that lead to the issue you report, so that I can reproduce it?
We are looking forward to hearing back from you at your earliest convenience.
Thank you.
This can be one of the most (however unintentionally) misleading comments I've ever seen from Acronis. It seems to suggest that there might be some future patches to ATI 12/2009 and that they will be at no additional cost. I do not mean to impugn Alexander's character so let me explain:
While it's litearally true that a patch-to-an-existing-version is not charged for, often probs and bugs are not patched at all once Acronis starts working on a new version. Any fixed up code can only be gotten in by buying the new version. And sometimes, even then you don't get it ;)
I wouldn't expecting any bug fixes or patches to any existing versions of ATI when the next new version comes out in a month or two (my guess). There has been one exception to this, afaik, and that was with the somewhat quirky version 9, iirc, where one patch was released after ATI 10 was released. But only that once. Even the dreaded ATI 11 didn't get any fixes once ATI 12/2009 was in beta. From what I've seen, basically there is about a 2-6 month period after release to manufacturing during which a version my get any fixes/updates. This was not always so but that seems to be the programming cycle Acronis has been following for the last few versions.
It's possible that Ati 12/2009 will still get another update but I'd put my money on the other side of the bet -- after, that's what Acroinis has been doing. ;)
Hello all,
Ztruker, when we release some patch fixing common issue, we include it to update for product, not to upgrade. So it is not paid in most cases and we will not ask you to spend money for the option which was announced but does not work...
. . .
ERROR 1326, my TI2009 stays at idle, last month all was fine, now stuck......Tried the posteed things, no help.
Windows XP SP3, I am admin, the Acronis thingy is running.
HELP!!!
PS live chat support will not launch, also the web based form for support will not launch, both just go to top of info page (where you fill in your name and info).
WTF???????????
Also where can I get updates for my TI2009? Hell I cant even find what version or build I am running, there is no "About" in help that I found.....
Thanks
Alexander, I'll reproduce the problem and post the details here as soon as I can. May be a day or two until I get the time to do this.
To determine your current build:
1. Launch Acronis
2. From the main screen, press the "ALT" key on your keyboard.
3. This will open a small menu (File-Help) at the upper left screen.
4. Select Help > About
5. Your product version and build number will be displayed.
For updates, log in to "My Account" (upper right) on the Acronis website. Select "Registered Products and Updates" (left side of page). From here, you will be able to compare your current build with the MOST CURRENT build available for download. You may need your original activation code to install the latest build - not sure.
My backup is on a separate 320GB SATA drive: G:\Acronis Backups\Regular Backups\MyBackup.tib
This is what the backup looks like:
Selected just C: to mount.
After about 1 min 20 seconds, get this error message:
I can Explore the backup with no problems.
Hello all,
Ztruker, first thing we have to determine is the partition from your archive which cannot be mounted. Please try to mount them one by one.
As soon as you see the same error, please follow to Disk Management: (Start->Run->diskmgmt.msc), choose this partition from list, right click on it -> Change Drive Letter and Paths, then choose some letter from the list (lets try last one - Z) and check if Windows can mount this partition correctly.
Thank you.
I tried to mount my F: drive. I got a little popunder music, so I used Alt+Esc to check open windows and found this one:
Selected Open folder to view files and got this:
I checked Disk Management and F: was there as I:
Right after that I got this Acronis error popup
When I clicked OK, the volume was dismounted. It disappeared from Disk Management and the Windows Explorer window closed.
So, it looks like the mount is actually taking place, but Acronis does not detect it and eventually kills the thread that did the mount, so everything goes away.
Also, Event Viewer has the following logged:
Log Name: System
Source: Ntfs
Date: 9/11/2009 4:35:21 PM
Event ID: 136
Task Category: (2)
Level: Warning
Keywords: Classic
User: N/A
Computer: Dell-P370
Description:
The default transaction resource manager on volume I: encountered an error while starting and its metadata was reset. The data contains the error code.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Ntfs" Guid="{dd70bc80-ef44-421b-8ac3-cd31da613a4e}" EventSourceName="Ntfs" />
<EventID Qualifiers="32772">136</EventID>
<Version>0</Version>
<Level>3</Level>
<Task>2</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2009-09-11T20:35:21.454833500Z" />
<EventRecordID>11312</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="68" />
<Channel>System</Channel>
<Computer>Dell-P370</Computer>
<Security />
</System>
<EventData>
<Data>
</Data>
<Data>I:</Data>
<Binary>1C00040002003000020000008800048000000000040019C000000000000000000000000000000000040019C0</Binary>
</EventData>
</Event>
Hope this helps.
This site is very painful to use when you are trying to include images. It's taken me almost 40 minutes and several edits to get this right.