Can't Contact Technical Support
I can't find a way to contact technical support via email or live chat even though the site claims that I can while I have my free trial.
When I try to create a ticket, it wants me to select a product but I can't because I can't register the free trial because when I try and register it, it asks for a serial number and I don't have one!
What a frustrating website and product. I was doing an FTP backup and it failed suddenly after 2 days of backups. I had no choice but to press the Stop button. When I did so, the software completely removed the 2 days worth of 60 GB of backed up data and started over from scratch.
Absolutely ridiculous and buggy.
I'll give it one more chance if I can talk with tech support to see if I did something wrong but I doubt I did. There is no Pause button when you back up to an FTP site, which is very problematic.
If anyone knows a trick to contact them or even a direct phone number I'll try before I uninstall and give Paragon Hard Disk Manager Suite a try instead.
Thanks.
Join the ranks. I finally was able to limp and patch back my laptop after TI 2015 seriously injured it and 2016 finally nearly did it in. Both of those versions are the worst I've ever seen in my life from Acronis. The development team should be ashamed of the shoddy work in TI 2015/2016. Total time I spent trying to get things manually rescued - about five or six days. It's cost me sleep hours, humiliation and aggravation worse than any software product I've ever used. And support is really no help. Luckily I got a refund and was able to get TI 2013 reinstalled back on my machine. It seems to be behaving now.
Thanks so much Colin. Yes I'm logged in but I never get past the last dialogue box. (see attached image). I did register this product but it doesn't show up so it stops me at this point. Very frustrating.
Hi Steve,
I've reported the problem to the responsible team.
In the meanwhile please contact our support selecting on the step 1 "customer care" question. Trial version of Acronis True Image 2016 is registered under your account, so support professional will be able to confirm that you have active support program for technical assistance.
Thank you,
Thanks. I'll certainly try that.
Hi Steve,
I'm glad to let you know that problem on support page was resolved, so now your trial version should be present in the drop-down list when selecting technical problem with trial version.
Thank you,
Can someone answer some questions:
There's an Acronis (ATI) ICON in my SYSTRAY that I can't do anything to it (i.e. Right
Click on it, Left Click on it, DBL Click on it). How does one get rid of it?
Page 15 of AcronisBackupPC_11.5_userguide_en-US.pdf depicts a screen your suppose
to get when launching the program from Start. Underneath Start and viewing the
Properties it lists the following:
Target: "C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageLauncher.exe"
Start in: "C:\Program Files (x86)\Acronis\TrueImageHome\"
However, I get a completely different screen where I can't do much.
How do I get the screen on page 15.
A little while after installing ATI 2016 I was prompted to update. The update
failed with error code 5586. I shut off AUTO updates.
Robert,
From what you have written you seem to be looking at AB11.5 for information on TI 2016 and that is never going to work. :)
What was your previous installed Acronis product?
Are you attempting to install 2016 using the complete installer downloaded from your account or via th eupfate mechanism?
Colin,
Hi Colin,
You said "that is never going to work", but you didn't tell me HOW to FIX this.
I came off/from a licensed 2013.
I noticed that 2016 was available. I believed I received an auto upgrade notification, so I clicked on it and purchased the upgrade and ran the upgrade
When I first posted I entered the LAST sentence, at the very bottom, incorrectly. The update failed with error code 5586.
The above should have read that the upgrade was for 5586. I don't remember the error code.
I have no clue what the following means. Can you enlighten me?
Are you attempting to install 2016 using the complete installer downloaded from your account or via the eupfate mechanism?
The screen I'm NOT receiving when launching what I have is the SAME as what you pasted in your reply to Steve Veach on Tue, 2015-08-25 13:23.
All I want to do is to get this corrected.
Hi Robert Botsis,
Contrary to popular belief, where the new version is suppose to uninstall the old version and install the new version doesn't really work as design, for the reason that Users aren't running the last version, but running an older version.
Try Revo Uninstaller www.revouninstaller.com/revo_uninstaller_free_download.html
You can install the Pro Version for a 30-day Trial and there is a Free Version as well.
Reinstall Acronis True Image 2013 and let Revo Uninstaller uninstall the product. And let Revo Uninstaller remove its remnants, before attempting to reinstall 2016 version.
Hello To You Too, thecreator,
Thanks very much for your reply.
Your reply begs a few questions. But first I have to say that I can't believe that there wasn't any notice, somewhere, about NOT installing from an older release, or maybe there was but I missed it. Even so, the installer should check to see what's currently installed and ABORT the install it and issue a appropriate message.
I don't need or want the PRO version. I'm fine with using the HOME version.
I take it from what you stated that Revo Uninstaller cannot,/will not completely and cleanly uninstall 2016, CORRECT? I find that strange because their website indicates that their PRO version will UNINSTALL most anything, and it's FREE for a 30-day trial period. Do you know of anyone who used it and it SUCCESSFULLY performed uninstall?
Will re-installing 2013 OVER TOP of 2016 even work. If doing that screws up 2013, then what?
I suppose I could use REVO Uninstaller to remove remants of the failed install of 2013
In lieu of messing with Revo Uninstaller WHY can't I let Windows 7 uninstall 2016? It's listed in my W7 Programs and Features, or maybe you already know doing this doesn't work..
I apologize for ALL my questions but I need to know these things.
Robert,
You won't be able to install 2013 over the top of 2016.
So, you have the complete installer for 2016, the first thing to try is run the installer again and select 'repair install', then shutdown the PC and then reboot. Don't select restart, Windows occasionally doesn't delete the previous contents of the PCs memory when using restart, proper shutdown, power off and then reboot will.
You mention that Windows still shows TI 2013 in 'add/remove programs', this shows that Windows registry wasn't updated when 2016 was installed.
If running a repair install doesn't work, your next option is to download and run the Acronis Cleaner for TI 2013, note this will disable any other Acronis programs that you have installed, such as Disk Director for example.
Make sure you read the instructions for the cleaner fully. I suggest using either a 2013 or 2016 bootable media to make a complete disk image before running the cleaner just to be on the safe side.
Once the cleaner has finished, you should be able to install TI 2016.
Should just add that build 5586 is not a RTM 2016 build but it was a beta build number, did you have a beta version on your system at any time?
Colin,
I think you have misunderstood the following:
...snip...
Will re-installing 2013 OVER TOP of 2016 even work. If doing that screws up 2013, then what?
I suppose I could use REVO Uninstaller to remove remants of the failed install of 2013
In lieu of messing with Revo Uninstaller WHY can't I let Windows 7 uninstall 2016? It's listed in my W7 Programs and Features, or maybe you already know doing this doesn't work..
...end snip...
The first three sentences were meant to say that IF I tried to install 2013 over top of 2016, which Programs Features currently shows 2016 in Programs Features, and not in 'add/remove programs' as you stated, and if it failed I could try and use REVO to uninstall remnants of the failed install of 2013
What I have to install is AcronisTrueImage2016_web.exe. Is this correct. If not where can I find the complete installer for 2016?
I never had a BETA version.
The 2016 I do have, albeit it's WRONG, had the capability to download AcronisBootableMedia.iso so I did, When I booted from it, it showed t was for 2013. Is there NOT a 2016 version of AcronisBootableMedia?
Many people have used the phrase "What A Fine Mess...'. Me thinks that statement certainly applies here.
Hello To You Too, thecreator,
Thanks very much for your reply.
Your reply begs a few questions. But first I have to say that I can't believe that there wasn't any notice, somewhere, about NOT installing from an older release, or maybe there was but I missed it. Even so, the installer should check to see what's currently installed and ABORT the install it and issue a appropriate message.
I don't need or want the PRO version. I'm fine with using the HOME version.
I take it from what you stated that Revo Uninstaller cannot,/will not completely and cleanly uninstall 2016, CORRECT? I find that strange because their website indicates that their PRO version will UNINSTALL most anything, and it's FREE for a 30-day trial period. Do you know of anyone who used it and it SUCCESSFULLY performed uninstall?
Will re-installing 2013 OVER TOP of 2016 even work. If doing that screws up 2013, then what?
I suppose I could use REVO Uninstaller to remove remants of the failed install of 2013In lieu of messing with Revo Uninstaller WHY can't I let Windows 7 uninstall 2016? It's listed in my W7 Programs and Features, or maybe you already know doing this doesn't work..
I apologize for ALL my questions but I need to know these things.
Hi Robert Botsis,
Forget about trying to use Acronis to uninstall each other, because it fails. I had that experience in Windows XP Home Edition Service Pack 3, where I had Acronis True Image 2012 installed and let Acronis True Image 2015 to uninstalled 2012. It did not work. As of today, Acronis True Image 2016, can't read the Comments or Description of the Partition Image created by 2016 or 2012, yet. They stated that they are working on it.
Question: Do you have a Partition Image of this partition you are in?
Purpose: To restore this image prior to upgrading to 2016.
Then use Revo Uninstaller to remove Acronis True Image 2012, by installing Revo Uninstaller then manually uninstalling Acronis True Image 2012 using Programs and Features. Load Revo Uninstaller to monitor the re-installation of 2012 and its Plus Pack if you had it imstalled. Now use Revo Uninstaller to remove Acronis True Image 2012 and its Plus Pack. Reboot and now try installing Acronis True Image 2016.
As far as the Bootable Rescue CD goes, it is there.
www.acronis.com/en-us/support/updates/index.html Click Login to Your Account to log in. See Attachments.
Remember to copy your Documents off the partition you are restoring so you don't lose any important stuff. I don't keep My Documents on the same partition as the operating system, itself. It has its own partition.
Robert,
If you have registered the 2016 serial to your Acronis account you will be able to download the full installer from there, it will be the latest build.
Windows uninstaller will uninstall True Image, however it will not install a couple of low level True Image system files as other programs can link into them and removing them may cause problems.
I still suggest that the best course of action at the moment is to download the complete installer and either use that to uninstall or to attempt a repair install.
If registry still has TI 2016 information in it, TI 2013 will not install, you also run the risk of conflicting SNAPMAN files.
If you don't have the rescue media for either 2013 or 2016, you will also be able to download an ISO file from your Acronis account and burn that to either a USB stick or CD.
Note: If you are going to upgrade Windows 7 to Windows 10, you will need to have TI2016 as 2013 from Acronis themselves won't work.
Well it turns out that "thecreator" had a great idea. Frankly, I know NOT why I didn't think of it.
Don't know WHY his post stated I was previously running 2012. I upgraded from 2013. Be that as it may.
Turns out that I "Do you have a Partition Image of this partition you are in?" I perform FULL backups every Saturday. I keep three copies of the tib's by renaming them after the backup has finished to something else so TI won't find it in case it tried to delete any of the .tib's that I don't want it to. I didn't care for the way TI does this.
The three.tib's I have are dated 2015-09-05, 2015-09-12 and 2015-09-19. The two dated 2015-09-12 and 2015-09-19 contained TI2016, but the one dated 2015-09-05 contained TI2013. I also have the 2013 bootable .ISO, on a bootable USB Flash drive containing a 2013 bootable. Since these two matched all I had to do, after creating a SYSTEM IMAGE of my current W7 "C" drive, I don't keep much on it but installed programs, etc similar to what the creator does, using Windows Backup/Restore, just in case, was to boot from the bootable media, select my "C" drive and restore it. Of course this meant I put my system back to 2015-09-05 but at least I got rid of 2016. Other than the fact that any W7 updates after 2015-09-05 were lost for a while W7 will do the updates automatically eventually.
I'm now in a quandary. Do I want to try and install 2016 using AcronisTrueImage2016_5634.exe and AcronisTrueImage2016_ur_en-US.msi despite what thecreator said about the following or do I continue with 2013, trash it completely and buy EASE TO DO BACKUP and loose my $30. I paid to upgrade, I doubt I'd get a refund and who and how the hell does one contact anyone at Acronis anyway.
I'm also a little worried about what the thecreator said about the following:
As of today, Acronis True Image 2016, can't read the Comments or Description of the Partition Image created by 2016 or 2012, yet. They stated that they are working on it.
Is the above a BIG problem, has it been fixed, what?
And then there's the following:
Acronis True Image 2016 Upgrade - 1 Computer (Multilingual) 1 license(s)
Acronis True Image 2016 - Universal Restore (Multilingual) 1 license(s)
Check if you are eligible for free upgrade
Received the following after entering E-MAIL and key despite the above.
The specified serial number is invalid. Please check that you typed or copied it correctly.
Seriously!!!
In the end IF I do do anything with 2016, after all of this which I've now spent hours I'll never get back, is 2016 worth MORE of my time.
Hi Robert Botsis,
Sorry about the Version mixup. I do own Acronis True image 2012 with its Plus Pack, as well.
I have multiple operating systems installed. I have Acronis True Image 2016 in both. Yet, when Acronis True Image 2016 is installed, the installed version can't read the Comments / Descriptions I have been entering with its Backup created.
If you have only one operating system, on each computer, it does not matter to those, because you can use the Acronis Bootable Rescue CD or USB Thumb Drive to boot to. The Bootable Rescue CDs can read / see the Comments / Description.
But I can restore one operating system from another, without having to use the Acronis True Image Bootable Rescue CD. And I am upset, because they think that you can just use the Bootable Rescue CD to restore from.
As far as Serial Numbers, go.
Click on this link: www.acronis.com/en-us/personal/computer-backup/ Now click on Support at the top. Click on Product Updates.
Click Login to Your Account. Once you are logged in click Get All Serials. It is download in a Notepad File.
For Support, Click Support, then click Contact Support. Then on the Right, click Contact Support.