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No response from support team anymore

Thread needs solution

I have three support cases open at the moment:

Case 01085149
Case 01050133
Case 01100932

But since 26.09.2011 there is no response from the support team anymore, although I have sent several emails.

Could please someone from the Acronis team check why there is no response anymore?

Thanks.

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Hello GB ZDFPS,

Thank you for posting. I will definitely help you.

I found the cases in our system and the issue is currently under investigation. I am terribly sorry for the delay and I requested from our expert to update you on the issue status as soon as possible.

If you have additional questions about the cases feel free to contact me directly.

Please let me know if you need additional help.

Thank you.

Anton wrote:

Hello GB ZDFPS,

I found the cases in our system and the issue is currently under investigation. I am terribly sorry for the delay and I requested from our expert to update you on the issue status as soon as possible.

In case 01100932 your support wanted to request free upgrades for our two ATIH 2011 licenses.
We need these upgrades as soon as possible because there are only 3 days left in our ATIH 2012 trial installations and ATIH 2011 does not work at all in the cases we need.

Could you please try to speed up the free upgrade request process?

I submitted the invoice for our two ATIH 2011 licenses on 26.09.2011, therefore I do not know why there is no progress in the free upgrade request process at all.

Hello GB ZDFPS,

Thank you for the follow-up.

I believe our engineer contacted you and is working on all these issues.

If you need additional help please let me know.

Thank you.

Hum wish I had read this forum before purchasing 2012. I have ATIH2011 installed and it runs ok. I have tried to install my downloaded ATIH2012 and recieve a message "An error occurred while installing ATIH2012, installation has failed, fatal error during installation." Not very helpful so what do I do now?

Read comments about TI 2012 here and do your conclusion. I think it is alpha stage, not ready to release at all.

I requested my money back, first time in years.

Hello Pete,

Thank you for post. I will do my best to assist you.

To understand why the installation fails we will need to take a look at:

1. Windows system information file.

2. .Msi log.

In case you need immediate assistance you can always contact our Support team directly.

Please let me know if you have additional questions.

Thank you.

Hi Pete,

I am in a similar situation as you are. Namely, I am currently running Acronis True Image Home 2011 on Windows 7 PC. I bought a "peer upgrade" of ATIH 2012 a month ago. I have tried but have not been able to install the downloaded program. Each time I try to install (double-clicking the downloaded exe file), it spends time doing its things but always says that:

An error occurred while installing Acronis True Image Home 2012
Installation has failed.
Fatal error during installation

I wish Acronis' support can spend some time looking into this installation issue. As it stands, the money I paid them is pretty much wasted since I can't even install it!

Tong

Pete,

If you have the Plus Pack for 2011 installed, you may need to uninstall this (it is under 'P' in the Windows list not Acronis) and then install 2012.

Hello Tong and Colin,

Thank you for your messages and I appreciate your help Colin.

Tong, let me assist you with this issue please. I would really appreciate if you could take a look at the following KB article which has several suggestions for resolving installation issues with an error similar to yours. Please make sure that the error you are getting is identical to the one from the KB article.

If you continue to experience this problem you can contact our Support team via chat to get immediate help or get back to me with the following diagnostic information:

1. Installation log.

2. Windows system information file.

Please let me know if you have additional questions.

Thank you.