Is the on-line chat support down?

Buggy product. No support. I am posting my question (and having problem even with that). If my issue would not be solved for good in 24 hours, I will demand my money back, and if they refuse, I am calling my credi card company to reverse the charge.

What is going on??? I have tried every which way to get some support from Acronis on the new image home 2010. I have been a faithful customer for years and this product upgrade is giving several significant problems especially with the new feature of continuous backup. Also my system has started to act quirky since this upgrade. NO technical support is UNACCEPTABLE. If I can't get a resolution I will demand a refund for my upgrade.

Tony Loscalzo

Hello,

I've moved the thread to the appropriate forum section.

Anthony, could you please provide me with additional details - what way you've used to attempt to contact Support Team, what error messages you've received (if any)? Was the case submitted but not answered yet?

You should be able to contact Support Team via Chat or Web Form (E-mail) without any issues.

Please provide me with as much details as possible - I would investigate the situation and make sure that your issue will be handled.

Thanks,

I am using Windows 7 Ultimate with Acronis True Image 11 Home and now Windows 7 Ultimate backup will not work now. What is the problem? I am about to remove the Acronis Software.

please read no further if you dont want to read my RANTING about this product and customer service. How does one write a ticket I did it once, but I cannot find it again is hidden somewhere in all be darned if I am going to pay for support that is supposed to work in the first place!

I cannot install the plus packed when I try to update to the latest build it states error the same as the plus back in that the installation was interrupted and must be restarted again just like many other people in this forum having problems installing the plus back and their installation being interrupted
1. I would like to get a refund. If I can get answers -- how does one apply?
2. I really would like an answer to my ticket which I made a while back and never got an answer. I can even find how I got the ticket last time buried away in this website.
3. Acronis has the worst customer service I ever dealt with. I purchased almost every update they ever had and sometimes the product worked to my satisfaction and if it did not work I found a way to make it work but this is it I give up I am not getting a response the plus packed does not work( INSTALL) and I am going without backups. I would love to get all the money back for the 12 registered products I have. I keep getting reminders about 50% off this and good aCRONIS deals there in my e-mail but I never get an answer to my tickets and recent request for support.
Do any support technician to read these forums?

If so, how do I install the plus pack one Windows 764 bit . If I cannot install the latest build of
ti 2010? because of it always being"interpupted"- yes I turn off av and firewall and clean boot after an uninstall of older builds infact I re install build 5055 with no problem.

HOW TO FIX THIS!! OR REFUNDS. I am very cautious about ever buying future upgrades. Again, until I get better customer service

RICHG

Hello all,

No worries, I will help you with the situation.

I am using Windows 7 Ultimate with Acronis True Image 11 Home and now Windows 7 Ultimate backup will not work now. What is the problem? I am about to remove the Acronis Software.

George, Acronis True Image 11 Home does not support Windows 7. Even if it worked fine in your case in the past, we won't be able to investigate this issue, because Acronis True Image 11 Home is not developed anymore. This operating system is supported by Acronis True Image Home 2010. The trial version is available here. The functional limitation of Acronis True Image trial version is that you can only use a software for 15 days. Windows version is fully functional  and it does not have any more limitations.
Bootable CD from trial version can be used for recovery only.

The detailed description about Windows 7 support is available here.

Richard, please check for the answers below:

1. I would like to get a refund. If I can get answers -- how does one apply?

According to our Refund Policy you are eligible for the refund during 30 days starting from purchase date. It's related to Home versions purchased through Cleverbridge online store only.

If you wish to receive a refund, please contact us via Livechat (I have checked that you are eligible for support via this channel). Please chose Start Here -> and sort the issue with the product; then choose your 2010 version and you will be prompted to use Live Chat.

2. I really would like an answer to my ticket which I made a while back and never got an answer. I can even find how I got the ticket last time buried away in this website. 

I have found your cases in our database. The second one is the similar with your post here, and the first one is related to interrupted installation.

3. Acronis has the worst customer service I ever dealt with. I purchased almost every update they ever had and sometimes the product worked to my satisfaction and if it did not work I found a way to make it work but this is it I give up I am not getting a response the plus packed does not work( INSTALL) and I am going without backups. I would love to get all the money back for the 12 registered products I have. I keep getting reminders about 50% off this and good aCRONIS deals there in my e-mail but I never get an answer to my tickets and recent request for support.

I can understand the inconvenience you experienced and would ask you to give us one more chance to resolve the issue. Let me describe what I found regarding the situation:

1. Installation interrupted is just one of common error messages, which may lead to different causes, that's why you have found many requests with the same error message

2. Each situation with interruption can be investigated by analyzing MSI log. To give you the exact solution we have to figure out the exact step where installation fails.

Anyway, here are some common solutions to the issue:

1. Please delete all files in \Documents and Settings\[Account Name]\Local Settings\Temp\ folder. Please note, that the folder may be hidden, you can open it by issuing Start -> Run -> "%temp%" command without a quotes. If some files cannot be deleted, please reboot your computer and repeat deleting.

2. Completely uninstall all previous versions of Acronis from your PC. We should install Plus Pack and 2010 version on the clear system:

Remove Acronis Secure Zone if there is one (note that Acronis Startup Recovery Manager will be deactivated automatically).

Download the Windows Installer Cleanup Utility package and install it. Select the Acronis product you are trying to install and hit Remove.

Run Windows Device Manager (Start –> Control Panel –> System –> Hardware –> Device Manager). Right-click on Acronis True Image Backup Archive Explorer and select "Uninstall" item.

Download Acronis Clean Up utility from https://www.acronis.com/r/support/en/kb/958/AcronisCleanUp.exe, copy it to a separate folder and run. Please note that you should be logged in using an account with administrative privileges when running the tool.
Follow the on-screen instructions to complete the cleanup process.

If this does not help, let's collect MSI log, please find the instructions below:

- Launch the installation file
- Once the Acronis product installation screen appears, right-click on the name of the component that fails to install. You should see two options there: Install and Extract. Select Extract
- Select the path for extracting the component and click Save
- Go to the Run prompt (Start -> Run) and issue the following command: msiexec /i path&msi-name /l*v log-name.log, where the path&msi-name is a path and name of the file you extracted in steps 2-3 and the log-name is a name of the log file to be generated. The log file will be saved to the folder where you extracted the MSI file.

For example if you have extracted the AcronisTrueImage.msi to the C:\ directory then you should run the following command:

msiexec /i C:\AcronisTrueImage.msi /l*v C:\inst.log

- Reproduce the problem and attach the log created to your message in this thread.

Please note that if there are any spaces in the path&msi-name, you should change them to _ symbol.

Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.

Best regards,

Hi, am trying to install Acronis Backup & Recovery Advance Server, but i have an error "invalid file path"

This is it what i am writing on cmd
C:\Program Files\Acronis\BackupAndRecoveryConsole>mst_gen.vbs msi_path\\srvbacku
p\Acronis\AcronisAgentWindows.msi /serial UR4YTGUR-5KTERNCT-??????-V23P8Y5Q-PK
6SFGNE-MRXN5CE4-??????-A6QH8YJE /product AS /account mydomain\user pass /remote_users user1 /ams_address 200.10.1.5 /ams_user useradmin pass

please, help me. Am using poly group.

Gabriel Arocha
584124070980

Here is the log of errors what is wrong with instalation?

Hello all!

Thank you for posting your questions, let me help you with it.

Gabriel, thank you for specifying the path. We have carefully checked it and can see that you are missing "/" at the very beginning and wrote msi_path\\srvbackup together. thus the path should look like

C:\Program Files\Acronis\BackupAndRecoveryConsole> mst_gen.vbs /msi_path \\srvbackup\Acronis\AcronisAgentWindows.msi /serial UR4YTGUR-5KTERNCT-??????-V23P8Y5Q-PK6SFGNE-MRXN5CE4-??????-A6QH8YJE /product AS /account mydomain\user pass /remote_users user1 /ams_address 200.10.1.5 /ams_user useradmin pass

Please kindly try it and see whether the issue is fixed.

Richard, thank you for the msi log provided, I have carefully reviewed it and found the cause of the issue - there is a key in the registry which's preventing us from installing to the software (already sent you the instructions via PM how to delete it). I would appreciate if you could kindly let me know whether it resolved the issue or not.

I would appreciate if you could keep us posted regarding the case! Should the problem persist - do not hesitate to contact us again, we will be glad to help you.

Thank you in advance for cooperation!