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Had to uninstall and reinstall True Image and not cant activate

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We are using TrueImage 2014.  I went the check the backup and it was not working.  The opening screen is stuck on "Getting Started"  no matter what I did I could not move to the Backup and Recovery tab.

I tried to repair the program twice - no good.  After the repair when I would try to start TrueImage it said it was not installed.  Then I went to Programs and Features and uninstalled all of Acronis.  Then I reinstalled Acronis.  It asked for the serial number.  I have that from my order.  Still I could not get to the Backup and Recovery Screen.  Then I checked the activation and it said I have use to many activations.  We purchased for 2 users.  I only have 2 computers.  How do I get this fixed?

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Daniel, when you get that notice, you should be prompted to click on a link where you can deactivate one of the older licenses.  After logging into the account, you should see where it shows registered.  One of them is probably the same computer - just select to deactivate that one and then you'll be able to activate it again on the same one.

If you're still having issues though, customer support should be able to help out.

https://forum.acronis.com/forum/18623

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Daniel, please see KB document https://kb.acronis.com/content/43955 for how to get around this issue.

Daniel, it sound like something is still wrong with your installation of ATIH 2014 and I would recommend that you perform a further clean install of the software by first running the Acronis Cleanup tool to remove all traces of the existing software and then installing a fresh copy of the software.

This is what I get when I try to activate my serial number.  Both choices only give the option to move from my second computer that is working correctly.

The other issue is that I cant move to the Backup and Reestore Tab.

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I am uninstalling Acronis adn will run the cleanup tool then reinstall and report back

 

Many Thanks!

Daniel, have you signed in to your Acronis Account and checked what shows in terms of license serial numbers there to confirm that it shows your entitlement to use the software on two computers - check also whether you have just one serial number for two computers, or whether you have two separate serial numbers.

Still no good.  I have only the option to move the serial number from the one machine to this one. 

Yep shows 2 computers and the serial number i am trying to use for this reinstall.  The first serial number is used for the other computer.  It seems to me i should be able to deactivate the serial number on the website!

Sorry Daniel, I don't think we can offer further help to you on this user forum, you will need to follow the advice offered in the first response to your post by Bobbo in post http://forum.acronis.com/forum/116144#comment-346572 and contact Acronis Customer Service directly as you are entitled to free support to resolve licensing issues.

I have been trying to find out how to contact  customer support since I started.  I found no way to contact them.  The only option on the support page was for this form.

I cound not find a way to email support

 

Thanks

Ron

I have been trying to find out how to contact  customer support since I started.  I found no way to contact them.  The only option on the support page was for this form.

I cound not find a way to email support

 

Thanks

Ron

Daniel, the method to contact Acronis Customer Service / Support is via the main Acronis web page at http://www.acronis.com/ then to click on the option for Support - you will see a further option in the drop-down menu to Contact Support.  See attached screen shots.

Once the Support web page opens, there is a further Contact Support button on the lower right hand side.

The next page allows you to select that you have a Presales / licensing issue, then select Other in the right side list.

You then will see a choice of three options for contacting support, I would recommend using the Live Chat option for this issue.

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