GUI will not launch
Hi
For a few weeks now I have not been able to launch the Acronis True Image 2015 GUI. Nothing happens when I try to start it.
I'm running Windows 10 64-bit Professional, and recently upgraded from the home version ( have just enabled Bitlocker as well).
Have uninstalled True image , used the cleanup utility, and re-installed fresh - but still no luck.
On launch - I get a prompt "Do you want to allow this program to make chnages to your system?" which I approve, and then nothing further happens. I have tried to "Run as administrator" as well - but the end result is the same.
I have found this thread:
https://forum.acronis.com/forum/91386 , however nothing there seems to help my situation.
I'm a little bit stumped how to troubleshoot this further - any suggestions welcome!
Rog.
Hi Steve
Thanks for your reply.
In terms of your questions -
1. Did you reboot the computer after running the Cleanup Tool and before reinstalling ATIH 2015?
Yes
2. When you installed ATIH 2015 did you do this using 'Run as administrator'?
No - I can do the full uninstall/cleanup/re-install as admin routine - worth a go I think.
3. Do you get the correct desktop icon and Start menu entries for ATIH 2015, plus can you see the expected program files in C:\Program Files (x86)\Acronis and data in C:\ProgramData\Acronis\ folders?
Yes to all items
4. When you click on the ATIH 2015 icon on your desktop (or via the Start menu), have you tried doing so and again selecting to 'Run as administrator'?
Yes, have been doing that but no change, regardless if I run as admin or not.
Have checked out event viewer - but nothing leaps out at me.
I'll try the re-install and then see how it goes.
Rog
Some further developments here - the GUi launches fine in Windows safe Mode -so now trying to narrow down what is causing the issue.
ZoneAlarm and EMET are the chief suspects at the moment, but disabling both yielded no results. Will have to do some more homework on this.
Rog.
Just curious, but if you stop all Acronis services (usually 4 of them) and make sure no Acronis / TrueImage items are running in taskmanager (kill them if they still are)... then navigate to
C:\ProgramData\Acronis\TrueImageHome\
rename the database folder to database.old.
Start all Acronis services and try to launch Acronis again - any luck?
The suggested fix often works in similar cases where the applicaiton fails to launch or shows a "database" not found type of message as Acronis will recreate it automatically the next time it's launched. I'm not sure if it will help in your case since you've done the clean and since it launches in safemode, but it might be worth a shot.
Also, which version of the cleantool did you run? There's a newer 2016 one that just came out about 2 weeks ago (which also works for 2015). For me, I remove ATIH in control panel first. Then run the cleantool making sure to launch by right clicking and "run as administrator" - even if logged in with an admin account, if you don't install or run an application this way, you aren't running with the highest admin priviiges. Then reboot to update the registry. I then check for leftover folders and manually delete if they still exist, and reboot again if they did and were deleted
C:\program files (x86)\Acronis C:\program files (x86)\COMMON\Acronis C:\program files\Acronis C:\program files\COMMON\Acronis
C:\ProgramData\Acronis (this one is a hidden folder - turn on show hidden files/folders and or copy and paste the path in explorer and see if it opens up and has data in it)
After that, download the full installer from your account again (who knows - maybe the current one is borked - probably not, but let's rule it out). Disable your AV software temporarily. Then right click and "run as administrator" for the install again. Once all is done, try launching with the AV still disabled. If it works, enable AV and try launching again.
I would also suggest you whitelist all of the folder paths mentioned above in your AV programs to make sure it's not blocking a DLL or application in one of those and then run your AV as you normally would.
Finally got to the bottom of this. Seems the culprit was F-secure Freedome VPN, which was set to start up at boot time.
For the first few seconds while it is setting up the VPN, no Internet traffic is allowed- and the Acronis software could not contact the license activation server. Once the VPN was established - I retried the activation, and bingo - Acronis started up as normal.
Slightly odd that no error message was being displayed - the software simply did not start unless the license was activated.Nonetheless - thanks to everyone that posted ideas, hopefully this will be of use to someone in the future!
Rog.