Website Support Options and Contact Information Not Available for Acronis 2010 Home
I'm having installation problems for Acronis 2010 Home that I recently purchased but cannot find this new product listed on the Acronis support website. My account information has not been updated to include this latest order and the product is not even listed for support options. An email to Sales remains unanswered. I hope someone can provide information on how I can get assistance in the installation of this new product - either a telephone number or email address.
UPDATE: see http://forum.acronis.com/forum/3913 for the phone support workaround.
Robert,
What installation problems are you having?
What OS are you installing on and have you had a version of TI installed previously?
The installation progress line of Acronis 2010 froze at about three-fourths of the way towards completion on my Vista Business OS. I closed the window using Task Manager and started the installation program again. This time, it gave me three choices one of which was to "modify" in order to add missing files and fix corrupted files of the existing installation. There was no selection for reinstalling the program.
Selecting the "Modify--" choice resulted in an error report indicating that an installation was still in progress and to try again after the installation was completed. Rebooting the computer did not eliminate this error report. I then clicked on the Acronis 2010 program icon and it appeared to have been properly installed and working despite the freezing during the installation and the error report indicating that the program was still in the progress of being installed.
Later that day, I again clicked the installation program icon, selected the modify option and, this time, there was no error report and the modification process seemed to work to completion. The program itself seems to be working fine with no more error reports.
My concern with Acronis is that their website has not been updated to include any references to their new 2010 Home edition that was just released. There is no way to find support options as this new program is not listed in the drop-down menus where the user selects the program for which support options are being requested.
Acronis 2010 Home has several improvements over previous versions and starts up much faster. I believe the upgrade to this version is worth the cost but the support web pages should be updated immediately in case others are having installation problems as I did at first.
Hello all,
Thank you for using [[http://www.acronis.com/homecomputing/products/trueimage/ | Acronis True Image]]
Jarrad,
I deleted the phone numbers you have shared. Phone-based support is available via Acronis Advantage or Pay Per Incident support programs. The phone number for priority support will be sent immediately after purchasing an Acronis Advantage or Acronis Pay Per Incident support license.
Robert,
If you need a further assistance in using the software, you can receive an e-mail or Live chat support free of charge, standard support is valid for 30 days after purchase.
Log in to your account -> Select the Contact support section -> Contact us -> Click on the Start here button -> Technical issue with the product -> I am using the full version of the product -> Select Acronis True Image Home 2010 Upgrade -> Select Support chat or Submit request via a web form item.
Thank you.
Hi I've been trying for over an hour with Ver 2010 and Win 7. Sony Vaio 6 mem
Unload all programs except Win 7, no programs in memory except what's needed.
No matter how I try, several different disc formated etc.
I always get the same error message for the recovery boot.
device is busy ? ( 0x40010 ) and at bottom
Tag = 0x8B7FF8138EBD33EC1
I've looked all over your data base and can't find any help. Can please help?
Thank you Paul
elzorrom1@verizon.net Everything else worked perfect. I just need a startup recovery boot
Jarrad,
I deleted the phone numbers you have shared. Phone-based support is available via Acronis Advantage or Pay Per Incident support programs. The phone number for priority support will be sent immediately after purchasing an Acronis Advantage or Acronis Pay Per Incident support license.
Robert,
I just posted another topic that referres to this one. I want to purchase the "Acronis Advantage Home" that you refer to, but I can not figure out how to purchase it. Also, what is a "pay per incident license?" I fully understand pay-per-incident, but I do not understand what a license has to do with that? Is the license a pre-paid package of incident issues or what?
No matter how I try, several different disc formated etc.I always get the same error message for the recovery boot.
device is busy ? ( 0x40010 ) and at bottomEverything else worked perfect. I just need a startup recovery boot
I'm slightly confused. Is your problem that you can't make the rescue CD from within TI or that the boot CD can't recognise your system?
Are you able to make images from within Windows?
What build of 2010 do you have?
Do you have Roxio or InCD running in the background on your system? If so, temporarily disbale their image making and drag to CD/DVD services, they have been known to 'intercept' the TI media builder utility and stop it functioning properly.
Hello all,
Thank you for posting your question, I will be happy to help.
Dennis,
Acronis Pay Per Incident support (PPI) license enables customer to get 24/7 access to:
- Phone support;
- E-mail support;
- Chat support.
There are two types of PPI licenses:
- PPI for consumer programs;
- PPI for enterprise programs.
PPI for consumer programs costs $9.95. This license is valid for one support case - one incident. PPI for enterprise programs costs 25% of a single product price. Enables the customer to get the priority support and allows an unlimited number of contacts till the incident is resolved.
PPI can be purchased after logging in to your account -> My products and downloads -> Click on the Support button under the program you need to be helped with -> Click on the Buy Pay Per Incident button.
Also Acronis Advantage Home Unlimited Customer Support is available for Acronis True Image Home 2010 Upgrade.
Acronis Advantage Home Unlimited Customer Support is a 12 months support subscription that is only available for Acronis True Image Home 2010 and can only be purchased as a bundle with Acronis True Image Home 2010 Upgrade. The support options are the same as in PPI, but not limited to the number of incidents. Acronis Advantage Home Unlimited Customer Support is valid for 12 months from the purchase date. The price is $9.99 (€9.95).
Please note that Standard Home Support includes free support for the first 30 days after purchasing. Help is available via email and chat during normal business hours 8am – 8pm EST, M-F.
You can learn more about Acronis Advantage - Support options on this page.
Paul,
If Bodgy is correct and you are unable to create Acronis Bootable Media, try the following:
- When you put the blank disk in the tray, leave the tray out and let the process pull it in.
- You can also create ISO image instead of burning Acronis Bootable Media to a CD disk directly and after that you can burn this ISO file to a disk using any preferable software.
Please see this article on how to burn an ISO file to a CD disk.
If the provided information is not clear or if you have any other question do not hesitate to post them and we will be glad to answer.
Thank you.
Hi Oleg,
Thanks for correcting my error about Advantage Home, but just to make sure I understand what you are saying.
You state that Acronis Advantage Home Unlimited Customer Support is a 12 months support subscription that is only available for Acronis True Image Home 2010 and can only be purchased as a bundle with Acronis True Image Home 2010 Upgrade.
Does this mean only those who purchase the upgrade have the option, or is it both the Full and Upgrade versions?
Where should the option appear, at checkout or in a users account?
In the other post, I based part of my answer on the results from the checkout option, in that there was no Advantage Home box to be ticked and no mention of price. I didn't however, try the upgrade only option.
Thanks.
Hello Colin,
Thank you for posting the question. The corresponding details should be clear, and I will do my best to provide you with the explanations.
Acronis Advantage Home Unlimited Customer Support is available for the customers who purchase Acronis True Image Home 2010 Upgrade license. It is unavailable for the full version of the program. Also, this option can be purchased only simultaneously with Acronis True Image Home 2010 Upgrade license. If you purchase Acronis True Image Home 2010 Upgrade license separately, you are unable to purchase Acronis Advantage Home Unlimited Customer Support license later.
Therefore, the possibility to add this option should appear in your shopping cart while purchasing the upgrade license.
Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance.
Thank you.
01-07-2010
Acronis True Image Home 2010
Bodgy above, is correct!!
When you put the blank disk in the tray, leave the tray out and let the process pull it in. I used a PLEXTOR PX240 A1.00. Disk used was ativa CD-R. The other idea "Colin" above about Roxio Easy Creator v9.0 did not work for me. System WinXpPro SP-3. Two other systems Vista SP-2, Acronis Start Up Recovery Manager worked fine from the start.
Good luck to everyone, I hope we will have a good new year, I just dont know.
C. B. S.
Hello Colin,
Thank you for posting the question. The corresponding details should be clear, and I will do my best to provide you with the explanations.
Acronis Advantage Home Unlimited Customer Support is available for the customers who purchase Acronis True Image Home 2010 Upgrade license. It is unavailable for the full version of the program. Also, this option can be purchased only simultaneously with Acronis True Image Home 2010 Upgrade license. If you purchase Acronis True Image Home 2010 Upgrade license separately, you are unable to purchase Acronis Advantage Home Unlimited Customer Support license later.
Therefore, the possibility to add this option should appear in your shopping cart while purchasing the upgrade license.
Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance.
Thank you.
Hello, Oleg.
I now understand the policy. I would strongly suggest that the policy be changed so that the Advantage Home Unlimited Customer Support license can be purchased with the full product and not just with the upgrade. I would be MUCH, MUCH more likely to recommend the product if it were available to ALL purchasers, not just ones who are "repeat" purchasers. Actually, it is the first time purchasers who probably need to support the most.
I also strongly suggest that you change the web page that describes the support options to say that it is available ONLY with an upgrade and not a full purchase. That is critical information and it really should be on that page. Not having it there cost me a couple of hours trying to resolve this issue. Better yet, correct the policy so that it is available to ALL purchasers.
Also, to native English speakers, the term "license" is the wrong word because it is confusing. Since this is a one-time payment for a one-time service, it is not considered a "license." A better term would be "fee" or "purchase" because those are very different than a license. A license is considered a "permit," but not a purchase even though you do purchase a license. The intracacies of any language can be confusing.
Addendum: see http://forum.acronis.com/content/2703 This is completely incorrect, isn't it?
Hello C. B. Sparks and Dennis!
C.B. Sparks, thank you for letting us know that the issue got resolved, we really glad to hear it!
Dennis, thank you for your valuable feedback and suggestions. I completely share your concern, but unfortunately it is Marketing team who sets the rules for purchasing options. Be sure though that I will forward your comments to the Management Team for them to take an action on it and look for the best suitable solution. I will send the request for improving the website information as well.
I understand your concern regarding the "license" wording, but it was names so more by tradition - previously all the Support Agreements were license key.
I would also appreciate if you could kindly specify what exactly confused you in the article specified so that we could improve it. Currently all the information is up to date: only Pay per Incident support agreement available for purchasing from the customer's account.
Thank you in advance for cooperation, I will be waiting for your reply!
I use Acronis Home in my Laptop, which I sent for repair. Before sending out, I made a full backup with Acronis. I am working at a Server (decomissioned) that has Acronis True Image Echo Enterprise Server installed ( a license I also paid for, all together I bougth 4 Acronis licenses). OK, the different versions of Acronis do not like each other, don't talk to each other, they can't read the files of the other....
I can't recover on my server running Enterprise Acronis, the files I backed up on my machine running Acronis Home..... this is really bad. Your products should be a little friendlier with each other and with your paying clients.
Any solution?
Pablo,
To get around your problem, download the ISO rescue media for your home product, boot from that to recover the Home image. Alternatively if you are using TI2010 or prior versions, you can install it those alongside ABR10 or Echo and recover or make a rescue CD from there. You can't install TI2011 alongside ABR10.
[edited typing error]
Hi, Yana.
It is within a few days of two years since you posted this and I JUST now saw it. Perhaps I should have been more diligent in checking for updates, but perhaps the system isn't very friendly? I suspect the latter.
As ironic as it can be, I now need support and I'm pulling my hair out trying to figure out how to get it. Language barrier or not, this is counter-productive. I'm frustrated because there is a problem, and the difficulty in getting support makes things so much worse. I am totally willing to pay $10 to get help, but so far have not even been able to figure out how ! Actually, it the support is like the only time I was able to use it, it isn't worth 10 cents, let alone ten dollars. It is totally unacceptable to have someone on a live chat who cannot speak the language that they are typing plus the fact that they are multi-tasking so much that you do not have their attention.
I'm trying, but sooooo frustrated.
Someone need to kick the marketing people in the head for such a stupid decision. Hopefully in the past two years this has been corrected.
Hello Dennis!
Thank you for leaving a comment regarding the situation, I appreciate it.
I'm sincerely sorry for the inconvenience you've faced with support, and we would like to make this up to you. Could you please send me directly the details of the issue via PM, and I will create a case for you and make sure that it's handled in a proper way?
I have also found your case and forwarded it to the Management team. Rest assured they will review the situation and do all they can to prevent this from happening in future. We sincerely appreciate you shared this information with us, as it helps us to set things right.
Let me know if you have any additional questions or concerns, I will be glad to assist.
Thank you
P.S. You can find the instructions on how to purchase PPI in this KB article
After a Win7 Crash (Registry defect) I only have a Disk Image .tib of my system Disk, which is maximum condensed. I don't know the Acronis Version, for I received it with the purchase of a Seagete Disk. I need Support to get my system restored.
I only have a Disk Image .tib of my system Disk, which is maximum condensed. I don't know the Acronis Version, for I received it with the purchase of a Seagete Disk. I need Support to get my system restored.
Karl,
I assume you didn't make a rescue CD or have access to the installer file for Seagate DiscWizard.
If you made a rescue CD then use that to restore your tib image, other than that assuming the PC you are using has Seagate drives, download DiscWizard from Seagate, install and make a rescue CD then you are good to go.
Another option (assuming Acronis are unable to offer you an ISO for TIH2009; there are differences between the Seagate supported DiskWizard and the Acronis TIH 2009) would be to re-install Windows, then install your copy of DiscWizard and then run that to restore your image.