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True Image 14 will not install

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Restore Button on my Differential backup disappeared. After trying some suggestions from the forum, and with no success, I downloaded the Windows Acronis cleanup tool and successfully was able to clean Acronis from my drive. I turned off my antivirus software. I then tried to install True Image from my True Image 2014 Family Pack. The installation ran to the point where it got the error:

Installation has failed.
Fatal error during installation.
Could not write snapapi.dll to Key\Software\Acronis\GlobalComponents. Verify that you have sufficient access to that key, or contact your support personnel.

I am the support personnel. The knowledge base had no solution for this error. What do I do to have a successful installation? I have attached the error log.

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Irving, welcome to these public User Forums.

What version of Windows OS is involved here?

Please also note that Acronis do not support ATI 2014 for use installed in Windows 10 - the first release they supported was ATI 2015.

See KB 56196: Windows 10 support in Acronis products

The only other option here would be to boot your computer from the Acronis bootable rescue media and do a restore of a backup of the OS where ATI 2014 was already installed and working normally.

Thank you, Steve, for your prompt and enlightening response.  Before using the Acronis Windows cleanup tool, I had backed up my disk  to an external USB hard drive.  While waiting for your response, I had already restored the disk with Acronis bootable rescue media.  That gave me a useable ATI 2014 which I used to create a new backup in a new directory.  The recover button was present in the GUI interface and I tested it by recovering a file to my desktop.  I feel better now knowing I can backup and recover with 2014 again, but fear that the recover button problem will reappear, so it is time to go to ATI 2020.

I am running Windows 10 Pro, Version 1903, OS build 18362.592. ATI 2014 had been installed when I was running Windows 8.1 and was "passed" to Windows 10 pro when I accepted the free Windows 10 upgrade.  ATI 2014 had given me no problems in the past and I felt very secure with it, until now.

The destination of my backups is a Synology Disk Station (NAS) on my local area network.  My backups have been default differential version chains.  I have read mixed reviews on ATI 2020 and am concerned about its installation. Will it install over my ATI 2014?.  I have not been able to delete 2014 using Windows control panel "uninstall a program." Any suggestions and cautions on installation will be greatly appreciated.

Thank you

 

 

 

 

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Irving, glad to read that you have your system restored and working again.

You would need to uninstall ATI 2014 before attempting to install ATI 2020 but would suggest leaving it a little longer now that 2014 is working again.

There should be another new build version / update for ATI 2020 due soon to fix some other problems that have been encountered.  So probably best to wait for that next update then reconsider this.

Note: I have been running ATI 2020 since it was released as a Beta product for testing and all has been working well for myself.  I backup regularly to my own Synology DS215j NAS as well as to other destinations, and am running Windows 10 #1909 currently, was on 1903, 1809, 1803 previously.

Thank you Steve, for your advice on ATI 2020.

 

Tonight I discovered that my previous comment to you was incomplete.  After the recovery of ATI 2014, creating a new backup to my NAS, and recovering a file from it using windows, I thought everything was OK again.  Tonight I tried recovering using my ATI 2014 Recovery CD.  Things were going OK until, while browsing for the file, I got to Computers Near Me, Greathouse, DiskStation.  (Greathouse is my Local Area Ethernet Network.)   When I clicked on DiskStation, the program hung and I had to power off, then on to reboot. The CD recovery program sees my NAS but doesn't like it. The recovery program works OK when recovering from a backup on a USB attached hard drive, but not from my NAS. Windows should not be involved when using the Recovery CD.  Do you have any idea what is going on here?

 

 

Irving, connecting to network devices from the Acronis rescue media can be a difficult issue in its own right.

Have you been able to do this previously without problems?

How is your computer connected to the network?  Is it cable or wireless?  Cable is recommended.

KB 46015: Acronis Bootable Media: Troubleshooting Network Browsing Issues
KB 45331: Acronis Bootable Media(Linux-based): Troubleshooting NIC Detection

Thank you, Steve, for sticking with this problem.

I can't recall every recovering a backup from my NAS using my ATI 2014 Recovery CD.  It may never have worked.

My computer and all attached devices, which are shown in the attached file, are connected by cable.

I created a new ATI Recovery CD to see if I got the same results as described above, and I did.

The attached trouble shooting references seem quite involved.  I do not know if I want to go through the trouble if I will soon be upgrading to ATI 2020.  Do you think I might have better luck, after the upgrade, with an ATI 2020 Recovery CD or Flash Drive?  Of course, I could take a chance by downloading a trial copy.

Meanwhile, I will backup to a USB-attached Hard Drive.

 

 

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Irving, recovery across network connections is always more of a challenge in all of the ATI versions when using the bootable rescue media!

One option that is commonly suggested is to copy the ATI backup file(s) to a USB drive for the purpose of any recovery then forget about needing to establish network connections, enter credentials etc.

Steve, the work-around suggested sounds good, but the copy of the backed-up files needs to be updated quite regularly, or the recovery will be too old.  Fortunately I back up my Synology DiskStation files monthly on a USB drive attached to it.  So, all I will have to do in the case of a PC catastrophe, is remove the Synology-attached USB drive and attach it to the crippled PC, then use the CD rescue media. I have tried this and was able to restore a file. However, I will have to change my monthly Synology backup schedule to weekly.

Alternately, I can use another PC to copy the network folder of backed-up files to a USB drive on that PC and carry it over to the crippled one.

Incidentally, while testing the work-around, I tried again to browse for the files on the network and this time it worked.  Instead of hanging, I got the sign-on credential window for DiskStation and was able to continue a file restore operation from the backup on the DiskStation.  I don't know if the problem went away permanently or if this is just a fluke.

Anyway, I have work-arounds I can live with.

Thank you

Irving Miller wrote:

Steve, the work-around suggested sounds good, but the copy of the backed-up files needs to be updated quite regularly, or the recovery will be too old.  Fortunately I back up my Synology DiskStation files monthly on a USB drive attached to it.  So, all I will have to do in the case of a PC catastrophe, is remove the Synology-attached USB drive and attach it to the crippled PC, then use the CD rescue media. I have tried this and was able to restore a file. However, I will have to change my monthly Synology backup schedule to weekly.

Alternately, I can use another PC to download and then copy the network backed-up files to a USB drive on that PC and carry it over to the crippled one.

Incidentally, while testing the work-around, I tried again to browse for the files on the network and this time it worked.  Instead of hanging, I got the sign-on credential window for DiskStation and was able to continue a file restore operation from the backup on the DiskStation.  I don't know if the problem went away permanently or if this is just a fluke.

Anyway, I have work-arounds I can live with.

Thank you