2 Computers different versions on each

Hello Ron,

The key reason for the differences in the Acronis GUI screens images that you posted is simply the list of backup tasks that have been listed in the second left column - these are shown because you have selected the Backup Icon at the top of the left column.

To see what version you have, click on the Person Icon (looks like a head and shoulders image) second up from the bottom of the left column and then you will see the actual Acronis version information.

See attached screen shot which was taken a little while ago before I upgraded to the latest 6569 build release.

Thanks for the quick input.   But the main difference that I am wondering about in the bottom of the screen.   One program has only options, the other has options, recover disks and recover files.  This is what is missing from the one on my wife's comuter.   

Hi Ron, sorry, missed that difference but again it is easily explained, the missing options will only be present when the selected backup task has been executed and a backup image created from which you could be offered the options to recover disks or files.

In your Mary image, at the top it says 'Never performed' and the Total Size = ... whereas in your Ron image, the selected backup was performed at 12:04pm and has a Total Size of 187.9GB, hence the extra options are offered.

Once again thanks.   But that "LAST BACKUP"  has never changed when I make her backup.   In the columns of her backups, I just made her backup on 5-5-2016 and I validated it.    Just today I d/l the ATI6569 and it told me that it repaired her version.   

BTW thanks for the version info both state the they are the same.  But those bottom recover buttons are plainly missing on hers

One additional problem couple days ago, the Acronis startup recovery manager was preventing her computer boot.  It was cycling over and over.  For some reson it was in the boot sequence 4 times.   It was originally installed quite a while ago.  Nerer had a problem before,  I don't know how that happened.   I uninstalled the recovery manager and the problem went away.   I do had the boot recovery disc on the side of her computer.

Thanks for info   Ron

Ron, if the Last Backup information stays showing 'Never performed' after you have successfully created and validated a backup for that task, then something is going wrong here.

The first suggestion at this point would be to try renaming the Acronis Database folder and allowing Acronis to rebuild the database information.

To do this, open Windows Explorer (File Explorer in later versions), and navigate to C:\ProgramData\Acronis\TrueImageHome\ - note: this may be hidden on some systems, if so, change the Explorer view options to enable hidden files & folders to be shown.

Rename the current C:\ProgramData\Acronis\TrueImageHome\Database folder to Database.old then restart the computer.
Note: Please make sure that Acronis is not active when you do the rename.

Start the Acronis application after the computer boots up again and check to see what your laptop now shows.  

Note: You may need to run a Validation for each of your tasks if these do not show correct information.  You can do this by selecting Validate from the (V) menu button on the right of each task name.

If this does not resolve the problem, then a clean install of ATIH 2016 build 6569 may be required but lets cover that if and when it is deemed necessary.

I did follow your instructions about file explorer.   Acronis program is not running.   However I still don't have the rights to change the file folders name.  I started task manager and their are 3 background programs running Acronis file level CDP (time machine)   Acronis scheduler service   and finally Arconis True image 2016 sync agent.    None of these programs are used by me.   I don't use scheduler or sync.    I have rebooted my machine in the hopes that when I checked the version number something else might be running.   I also have used Directory Opus file manager,  which has an Admin override to perform things like this.  But even that program tells me that I can't rename the folder.

I don't know what these 3 programs that Acronis is running do on or to my machine.   Can I simply end the 3 tasks?  or  Can I turn them off for good?  

What is involved in the clean install?   Sounds like more work than a simple uninstall

Many thanks for your continued help     Ron

Also, to verify the versions installed, 

1) Go to control panel >>> programs and features.  Sort by name and find Acronis, then check the version # on both systems.

or 

2) In Acronis, click on the "Account button" in the left hand menu.  The build number is listed under "account' instead of the "help / about" button for some reason.

Upgrades for v6559 and then v6569 a few days later had some issues for certain people using specific AV software.  Renaming the database folder and letting Acronis rebuild it automatically will most likely fix any issues now.  Alternatively, download the full installer from your online account of v6559.  Then right click on it and "run as administrator" to give it the highest rights possible during install.  If given the option to "repair" try that.  Or if given the option to "upgrade" or "install" try that.  

Ron, I suspect that you will need to stop / end all Acronis Services and Processes on your system in order to rename the Database folder.

See KB document: 56697: Acronis True Image 2016: Services and Processes which describes each of these and explains their purpose in being active on your system.

To stop the Services: Click on Start then type Service.msc either directly or into the Run prompt, then choose Services from the list shown.

Stop each of the 4 Acronis Services that are active - right-click on each in turn & take the option to Stop.

For the programs, right-click on the bottom Status bar and select Windows Task Manager, then order the list shown by name (click on the Name column heading for the Processes tab), then end each active Acronis task shown.  Note: Click on More details if you don't see the Processes tab.

You should then be able to rename the Database folder, assuming you are using an Administrator account.

OK I stopped all the background tasks, that did allow me to rename the database folder to old   Rebooted the computer.  Then ran Acronis.    Sorry to say no change in program.   I then tried to validate the last backup from 5-5-2016.   To my surprise the only 3 options by right clicking on the backup file name is Rename / Clone Settings / Delete.    When I right click on my Arconis program I have those 3  plus an additional 3   Open Location / Move / Validate. 

In checking the versions on both computers  they are up to date V6569    Sounds to me like an Acronis uninstall.     Is there something special that I need to do?   Or just uninstall from the control panel?   Earlier I did d/l v6569 and reinstalled it.  It stated that it repaired it.   But no changes that I could see happened.  Will re installing it again under "run as admin" make a difference? 

Many thanks to everyone         Ron

Ron, the next logical step is to perform a clean install of ATIH 2016 build 6569.

Perform a clean install of ATIH 2016

First uninstall the program via the Control Panel (or use an uninstaller such as Revo).

Run the Acronis Cleanup Tool (link in my signature below), then restart the computer.
Note: The KB document for the Cleanup Tool refers to checking for entries in the Windows registry - I have ignored this step on the occasions I have used it with no detriment, though if making changes to the registry, I stronly advise either exporting the registry before the change(s), or create a System Restore point, or image the drive for protection.

Reinstall the ATIH software (download a fresh copy from your Acronis Account if needed or if you don't have the latest build version installer).  Run the install as an Administrator (right-click on the installer to take this option).

Note 1: The cleanup tool will remove all your backup tasks and task history.  If you want to protect this information, then open C:\ProgramData\Acronis\TrueImageHome\ in Windows Explorer - this may be hidden on some systems - if so, go to the Folder option in the View pane and enable hidden files & folders).

Save a copy of the Database and Scripts folders to another location to restore back later.

Note 2: In order to restore the above folders & contents, you must stop all Acronis Services & Programs else you will encounter locked files in the Database folder.

Ronald,

If your problem machine is an older machine, ie. more than say 3 years old, then it is probable that the machine has some legacy hardware installed that might cause the installer of the latest version 6569 of the app to not perform an upgrade or repair properly.

The recommendation of a full uninstall of the product and a clean reinstall as outlined by Steve above should remedy the issue.

I have uninstalled the program.  Rebooted and then D/L a new V6569.   When program finished, I proceeded to make new backup and validation of my wife's machine.  It seemed like it took forever.  I let it go overnight.    This morning I do have a very good and verified backup.   The recover disk and recover files buttons are on the bottom of the program.  It also told me at the top, when my last backup was made.  Which I did not have before.   I did save the old database to an other location. But I did not put it back.  

All seems well except that all of the previous backups that I made on two external drives are not visible.  Of couse, this program doesn't know about them.  In older versions of Acronis there was a button to look for backups in other places.   I do have a button for the cloud, I don't use the cloud.  I don't want the cloud. Where can I find out how to access my other external drives.   I am sure that it is there somewhere.  Or is it only on the boot recovery program?       

I want to thank everyone for the very fast answers to my questions.    

Thanks   Ron    

Ron, glad to hear that you have got this working properly again.

You can add your other backups on your external drives using the option at the bottom of the column shown as (V) which will give you "Add existing backup" where you can navigate to the location of the backup image.
You will need to reconfigure the backup settings for those added backups.

Thanks again Steve,  That V did not work on the version that I uninstalled.   I thought that it was a decoration.  You saved me once again. 

I am sorry to say that the help file for Acronis to me is like reading tax code.  When I first purchased my Acronis program many years ago, I installed it, ran it, and made my backup.  Never even looked at the help file.  It was that plain and simple.  Acronis really has saved our butts many times in the past.  H/D failures, Virus, Ransom ware take over, you name it my wife and I experienced it.  Now with a bigger and yet more powerful Acronis just overly complicated. 

But it seems to be working now.   I don't know what had happened for the program not to work correctly.   I deeply appreciate you and others for all the info that you have shared. 

Thanks again    Ron