Installation (and support) failure
I bought the ATIH 2012 on 23/09/2011, exactly one week ago.
The installation process stopped in 5 seconds, suggesting that "I do not have enough privileges". In fact I am the admin.
I sent the log of the failed installation to the support, thinking that obviously that's what one has to do. I was wrong: I sent and resent the log three times. They never answered.
The fourth day I looked for other ways and I noticed their recommendation to use the "chat" with the support team. I entered the chat, and I a few minutes a Support Professional answered.
He was a very kind person, polite and comprehendible, expressed his regrets about what happened and promised to "stay with me" until the problem will be solved. After a couple of questions he checked with his "sources" and asked me to send him the log.
This was three days ago. I didn't hear from him since.
I wonder, is this the usual attitude of the support team? Has someone already had the same or similar experience? And, if yes, what else may I do?
Any piece of advice will be most appreciated.
Poldy Simovitz.
| Attachment | Size |
|---|---|
| acronistrueimage.msi_.txt | 6.15 KB |
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Thank you Scott,
As it happens, I've done all that before starting the saga with the support. It didn't help, obviously.
Thank you very much for your try and willingness to help.
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Well, a Support Professional contacted me at last and guided me thru a few safety steps before entering the registry.
I hope it will be quicker this time.
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Care to share the steps for other that might have the same problem?
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Still waiting ...
Anyway, I have to emphasize that before sharing the solution I'll ask for the Support permission.
Seems to me the right thing to do.
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We don't want any names, email addresses, serial numbers or other personla info of anyone, just the fix so that other may benenfit on the forums.
thanks,
sh
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Hello all,
Thank you for taking time to contact us.
Poldi,
According to the log file, due to unknown reason msi file became corrupted after extracting. For example, corrupted memory stick may cause the issue.
Could you please do the following?
Reproduce the issue (don't reboot the system).
Please go to C:\Users\adm\AppData\Local\Temp\03AEC266-BCB2-49B1-B9D3-DDD3E4D88F41 to find the appropriate msi file.
Please note that the folder 03AEC266-BCB2-49B1-B9D3-DDD3E4D88F41 will have another name at your system.
- Download a free checksum utility from http://www.irnis.net/files/xcsci.exe
- Unpack and run the application. Browse and select the msi file located at C:\Users\adm\AppData\Local\Temp\03AEC266-BCB2-49B1-B9D3-DDD3E4D88F41
- Click the "Start" button;
- The MD5 value for the msi file must be 779A297C96F3A28800F7BFA1509CFEC6
Please compare the values and let us know the results.
Thank you.
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I would download memtest, a free program, and run it overnight to ensure they're are no bad spots in your memory. I'd also run chkdsk /r (which takes a long time) but will detect and correct and disk errors.
This is just to ensure that nieither of these was the cause of the corruption and won't cause any further corruption of any files.
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Dear Oleg,
The MD5 value is: 65B91DDBFBB4D5A7BA3B8C1F74BB71AC.
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Dear Oleg,
Just to be sure, have I to wait for your instructions?
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Dear Poldi,
Thank you for your response.
First of all, please perform the actions advised by Scott, most probably, they will help to find out or to localize the issue.
Thank you.
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I have to leave for a while. I'll be back in 2 hours or so.
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Dear Poldi,
There is one more thing that you can perform.
Extract the msi file from the .exe file by means of the 7ZIP application. After that please check the MD5 value for the new msi file.
Please note that the unknown reason of the failure that should be identified may cause another issues in using Acronis True Image or another applications.
Thank you.
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Dear Oleg,
I got the unfriendly message: 'Data error in'Acronis TrueImage.msi'
Continue anyway?
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Sorry, I forgot:
The MD5 value is different also: 22C6E9A0AA0F8013F124234148A2C9CA
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I downloaded once again ATIH2012_5545_en-US_2.exe and try to install. No luck.
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duplicate
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I suppose you're right: it's from the same address sent by Acronis.
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Hello all,
Thank you for taking time to contact us.
Poldi,
Have you performed the memtest suggested by Scott?
If not, please check the memory module for corruption as this can be the reason of the issue. You may find the instructions on how to do it here.
Please let us know the results.
Thank you.
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I was well-advised to postpone ATI2012 installations.
I have 3 PC computers one running XP SP3, one Vista and the last one Windows 7.
I have decided to upgrade from ATI2011 (on PC XP and PX Windows 7) to ATI2012 and to install ATI2012 on PC Vista.
I was lucky because i have decided to begin to install ATI2012 on PC Vista. Immediatly, i noticed On-line-Backup performed with ATI2011 are not compatibles with ATI2012. On the Acronis forum, the answer from Acronis is: it's not a bug but an annoying problem and you have to start a new backup (I have 80GB of backup data and with a 800Kbps adsl line it will take one week to create a new backup)
I disagree totally with a such answer. If a can understand sotware has bugs, i can't understand a software release is not compatible with previous one.
So ATHI2012 installations on XP PC and Windows 7 PC are postponed.
I am retired and during my professional career i made a lot of software developments (Fortran, C, C++, Java, ...) and managed computer centers (using DEC, Sun, Hp, ... computers).
When a new software release was available, the procedure was: Don't install release *.0 and wait for *.0.1 or *.1 .
With Acronis software, that way is the right one. The drawback is the guarantee runs from buying date.
But is it better to wait for a stable realease or to waste his time with a 'bugy' software ?
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I think these are good rules of thumb for ati:
Try the free version before buying.
Don't buy until ready to install so you can put it through it's paces before the warranty rounds out (same for for toasters, stereos, mp3 players, etc., for that matter)
RE waiting for the first update build -- that depends on one's temerity ;) . With this stuff, it's advisable to wait unless you are the kind of person that likes diving into the water where rock are present.
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Sorry to be late, Oleg.
Yes, I run the memtest86 v.4.20. No errors found.
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Hello all,
Thank you for taking time to contact us.
Poldi,
I am sending an msi file to you via PMs. Please try to use it for installation.
Thank you.
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Hervé Yvinec
Not related to your unpleasant experience, I'm just curious: why on earth needs someone 3 PC's? Today's CPU's solve in less then 2 minutes problems that I remember running 2 full days or more on a mainframe 20 years ago. Why to bother and maintain an XP machine, probably with a clock rate of 1.5 GHz or less? Nostalgia, perhaps?
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Dear Oleg,
The MD5 value of the msi is correct: 779A297C96F3A28800F7BFA1509CFEC6
However, the installation stopped in a second or so, saying "you need to restart the installer again".
And again, and again...
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Dear Poldi,
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I'm uploading all to the ftp address you sent me .
Now I'm have to leave, I'll be back in a couple of hours and resume.
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Dear Poldi,
I do not see the requested files, could you please upload them again?
Thank you.
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in the the root of the ftp server there is a directory named LOG.
I see it as I write these lines.
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Dear Poldi,
Thank you for the provided files.
I was able to see and download them from another computer. Due to unknown reason this folder is still invisible on my main system.
Thank you.
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I know the phenomenon. Very frustrating. Moreover since Bill is no more liable.
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Dear Poldy,
Could you please use Cleanup utility to remove the traces of the previous installations and try to install the program again using the .msi file I have sent to you.
If the installation still fails, could you please perform one simple test?
Please download from the same account a file compressed by means of the 7ZIP program. Please extract the the file with your program (7ZIP, WinZIP, etc.) and obtain the MD5 value. It should be
852DC5BF0A7D0B2B293F504F56EF0FFE
Please let us know the results.
Thank you.
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No Luck, Oleg.
After cleaning the registry, the installation (of the previous msi you sent me) run almost to the end, when it stopped and rolled back.
The MD5 value of the msi inside the 7z is correct: 852DC5BF0A7D0B2B293F504F56EF0FFE.
Just in case I'm uploading the log file AcronisTrueImage.msi.txt
Thank you for your help.
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Dear Oleg,
I've already accepted the fate and renounced Acronis for good, with Norton Ghost in mind (v.15 supports Win7).
Before cleaning the associated files (quite a few), I tried once again: I run the cleaning tool and then the msi you sent me as 7z (file version 15.0.0.6056, MD5 checksum value 852DC5BF0A7D0B2B293F504F56EF0FFE), and … SURPRISE !!! ATIH 2012 installed smooth and dandy!
What about that?
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