Build 6029 hangs Windows 7
Similar problems with 6029. When I installed it over 5055, the program would not launch. I got an error messge stating the progam was not installed. Fortunately, I had an external backup of my hard drive made with Macrium Reflect. I used it to restore the hard drive which contained a working version of build 5055.
Win 7 Ultmate - 32
Thanks for these forums.
I have not had one successful backup with IT Home 2010. Can't even backup a couple selected files.
But I never thought the problem I was having moving files to another share on an XP box could be related to TI.
Removed TI and the copies go through without lockups or attempt to reset permissions.
I could copy to share on server, but not on XP.
Hope Acronis gets this all corrected since I have come to really depend on TI to backup my old XP box. I am sure Win 7 will be another pain to adopt.
I sent them an email pointing to this and 2 other message threads and the response I got was to install 6029 !!!!!
I am running Windows 7 Professonal and just installed 6029. Ran backup and it seems to have worked fine.
I am running Windows 7 Professonal and just installed 6029. Ran backup and it seems to have worked fine.
I have the same setup and mine worked just fine at first too. Then I started experiencing machine hangs on login. It didn't take me long to realise that the single common factor was a popup announcing that a small scheduled acronis job was starting was the precursor to the machine hanging. Killing this job stopped the initial problem. Then I tried to run the same backup manually - to a different disk just in case there were problems with the external drive I was using. It hangs every time it is run.
I'm currently downloading build 5055 and hope this sorts the problem out.
Acronis has always been a good product for me, but reading the comments on the latest build and some previous builds I'm beginning to wonder whether I should look elsewhere.
TI satisfies a vital need for me. I have purchased several licenses for both Home 2009 and Home 2010. Having said that, I long ago gave up on actually installing the application and using it from within Windows. I now just download the iso file to create a recovery disk. When I need to create a new image, I just boot to the disk and create the new image. So far, so good, but build 6029 has an issue, even in this environment. I normally select the oldest image from within the TI application, then click on 'delete' to remove it and make room for the new image (I don't use the TI disk zone). With build 6029, as soon as I click on the 'yes' button (to the 'are you sure' question), it just does a hard reboot. Doesn't delete the file at all. When it starts again the file is still there. When I just go straight to the image creation, and do not use the delete feature for the old image, it appears to work ok. It created an image and did not crash or reboot. I haven't yet tried to actually reinstall from the image, and I probably won't. Build 5055 worked well for me, so I'll just go back to that until Acronis addresses the problems - if they do. I'm running Windows 7 Professional X64.
What is more befuddling then anything is that Acronis fails to address this issue publicly. It seems they don't even have anyone moitoring these threads either (if they do and are just ignoring them that is even worse). I have just contacted AMEX and disputed payment on this useless and unsupported software. I am tired of paying for stuff that doesn't work and that the vendor doesn't respond to obvious problems. For now, Win 7 Ultimate has it's own backup software which seems to work.
This should solve all the problems: http://shop.symantecstore.com/DRHM/servlet/ControllerServlet?Action=Dis…
Unfortunately I didn't find any trial of Ghost15, did you?
Edit: Ok, googling around, reveals this one: http://www.softpedia.com/progDownload/Symantec-Norton-Ghost-Download-29…
Yes, just click on TRIAL SOFTWARE on the left side of the screen: http://shop.symantecstore.com/store/symnahho/en_US/ContentTheme/ThemeID…
or directly
http://nct.symantecstore.com/fulfill/0184.074
But you found it anyway elsewhere.
Unfortunately I didn't find any trial of Ghost15, did you?Edit: Ok, googling around, reveals this one: http://www.softpedia.com/progDownload/Symantec-Norton-Ghost-Download-29…
I just started downloading a new build 6053. Let's see if they have fixed the problem.
I started a new thread for 6053, it doesn't appear to be any better.
Hello all,
We will certainly resolve the issue you experience with Acronis True Image Home 2010 (build 6029) and Windows 7 but first we need to gather diagnostic information which is critical for investigation.
Before you get the requested info it’s necessary to download and install the latest build 6053 of Acronis True Image Home 2010 which was released November 23. You can download the latest build from your account under Registered Products. The development team investigates the issues only with the latest builds of the product.
In order to investigate the issue and find a proper solution we need the following info:
(1) Acronis Info
(2) Sysinfo
(1) Acronis Info
AcronisInfo is a command line application that gathers the items listed below, puts them in a temporary folder and archives them into AcronisInfo.zip. The temporary folder is then deleted.
List of the items AcronisInfo gathers:
1. User Rights Assignment list
Exports Local Security Policy > Local Policies > User Rights Assignments.
Method: secedit /export /areas USER_RIGHTS /cfg %dist_folder%\rights_assign.txt
2. Windows Event Log
Exports System and Application logs in .evt format.
Method: wmic nteventlog where "Logfilename = 'System'" Call BackupEventLog "%dist_folder%\syslog.evt"
wmic nteventlog where "Logfilename = 'Application'" Call BackupEventLog "%dist_folder%\applog.evt"
3. Msinfo32
Exports Msinfo32 as .nfo file.
Method: "%CommonProgramFiles%\MICROS~1\MSINFO\msinfo32.exe" /nfo %dist_folder%\msinfo32report.nfo
4. Acronis registry keys
Exports HKLM\Software\Acronis for windows or HKLM\Software\Wow6432node\Acronis
Method: regedit /E %dist_folder%\acro_reg.reg “…registry_key…”
5. Acronis logs
Copies contents of %ALLUSERSPROFILE%\Application Data\Acronis and %ALLUSERSPROFILE%\APPDATA\Acronis
Method: Copy folder
6. Schedreport
Executes command get report > %dist_folder%\schedreport.txt
Method: Call schedmgr
7. Acronis Report
Uses SnapAPI to collect information on hard disk structure.
Method: Call SnapAPI
8. List of user’s Active Directory groups
For a given domain user export the list of groups containing this user.
Method: Use ADCI/LDAP
9. RSoP
Gathers Resultant Set of Policy in a domain.
Method: gpresult /z > gpresult.txt
Solution
- Download AcronisInfo;
- Run the downloaded file.
The gathered information will be put in AcronisInfo.zip in the same folder, where the AcronisInfo was saved.
(!) If SnapAPI is not installed, Acronis Report will be blank. In this case, please create the report as described in Acronis Report.
Executing AcronisInfo in command-line
Example:
AcronisInfo.exe C:\AcronisInfo.zip
Turning off gathering of specific items
Example:
AcronisInfo.exe C:\AcronisInfo.zip –no_diskrep
- -no_ra: User Rights Assignment is turned off
- -no_syslog: Windows Event Log is turned off
- -no_msreport: Msinfo32 is turned off
- -no_acroreg: Acronis registry keys is turned off
- -no_acrolog: Acronis logs is turned off
- -no_schedrep: Schedreport is turned off
- -diskrep: Acronis Report is turned off
- -no_ad: User’s Active Directory groups is turned off
Deleting large files before archiving
Example:
AcronisInfo.exe C:\AcronisInfo.zip –filter 1
- -filter (size in MB) – no files larger then size given are included into output report.
(2) Sysinfo
- Open Start\Programs\Accessories\System Tools\System Information;
- Choose the "Save" option in the "File" menu (or "Action" menu under Windows 2000), enter the "File name" and set the field "Save as type" to "System Information File (*.NFO)";
Running AcronisInfo may take up to 5 minutes. After it’s finished please create support case and write me via PM (private message) the case number with reference to this thread. I will then escalate all cases with diagnostic information to our expert team for further investigation.
As for a temporarily workaround to the current issue I may provide build 5055 for everyone who has an account on our web site and registered version of Acronis True Image Home 2010. Please write me PM with reference to this thread.
Looking forward for your reply.
Thank you.
I have already requested a refund through your customer service department. Based on your response time, that will be weeks before I see anything happen.
I have already submitted a trouble ticket with Acronis report attached, but did not include sysinfo. The trouble report is Case 00410105. This was for Build 6029. I will collect info for both 6029 and 6053. It takes time because every time your software locks my system, my RAID manager want to verify the RAID volume for errors. To ensure I am not losing info, I reboot after every test to minimize the possiblity of generating errors.
So, I will be your beta tester and do everything you suggest in this email. Normally, I get about $200.00/hr for this work, but I guess purchasing your software requires volunteer time. Are you sure you are not an agent of the Obama administration?
Dmitri ..... so it took over TWO WEEKS to post a response.
You gotta be kidding. You think I am going to go through this AGAIN for you, you must be kidding. American Express will be contacted Monday if I don't have my refund. I dealt with "Sam Hancock" from your useless tech support department (are you sure he isn't a robot?) for 2 weeks and he STILL hasn't answered the question I have asked.
DASVIDANIYA ACRONIS!
I've installed 6053 as requested and it still hangs. I attempted to run AcronisInfo.exe but I get a system error MSVCR71.dll is missing! I believe this is part of MS Visual C 2003 edition which is no longer available.
Dmitry,
palm ---> face. OMG!
Dmitry,
palm ---> face. OMG!
What! .... you didn't know you had to be a Geek to use this software!!
Seriously, I feel your pain.
Right? That's like asking a butcher for a rib roast and the butcher then telling you to perform surgery on a cow.
I don't see what the complaint is about.
All you have to do is run the report program. The rest of it is for information only.
True, I would have layed it out differently, but if he hadn't written where Report.exe gets it's information from, or what the information contains or the fact if you feel some of the information is super private you can run the report excluding the information, someone somewhere would have complained about the 'secret' information being sent to acronis.
Pointless complaining just because it's the new 'in' sport.
I don't see what the complaint is about.
If you can't "see" you need to open your eyes.
6029 was released on NOVEMBER 3rd. That was exactly THREE weeks ago.
This is the first word in THREE weeks from Acronis. That's THREE WEEKS without being able to run a backup with software that I and others paid good money for.
FOUR+ weeks ago I sent Acronis support ticket asking a simple question regarding the WORKING 5055 release. The question simply stated: How do I do multiple FULL backups rather then incremental and why isn't this feature included in 2010. I am running Win 7 64bit Ultimate.
It took them TWO FULL WEEKS to answer.
The reply after 2 weeks had absolutely NOTHING to do with my question. Not even close. The question was STILL in the email thread they replied with. I replied to them "you didn't answer my question."
This went back and forth for THREE weeks. Same response every time. Each time I told them to look at the BOTTOM of their own email and please reply to the question I asked.Here is the response:
Thank you for contacting Acronis Customer Central. My name is Sam.
As you have mentioned that Windows 7 Ultimate 64bit, we would like to mentieod that Acronis True Image 2010 is compatible with the following operating system:
. Windows XP SP3
. Windows XP Professional x64 Edition
. Windows Vista SP2 (all editions)
. Windows 7 (all editions)
We would request you to please re-install the software once again from the new installation file downloaded from the below mentioned link:
http://download.acronis.com/sl//TrueImage2010.6029_s_en.
exe
(Please note that this link is valid for 14 days and 5 number of uses)
Please let me know if you have any other questions. We would be more than happy to assist you on the same. We look forward to your response.Regards,
Sam Hancock
Support Professional
Acronis Customer Central
Last week I wrote to their "management" escalation email. What do I get? The same response FROM THE SAME PERSON. TWO MORE TIMES!
Now they release yet ANOTHER version. Just as bad. If 5055 worked fine and the last 2 did not the problem is obviously their crap software and I'm not wasteing any more time beta testing it for them.
Total BS useless organization. I have never seen anything like it in my 23 years in the computer/IT industry.
THAT'S what the complaint is. Do you SEE it now?
FOUR+ weeks ago I sent Acronis support ticket asking a simple question regarding the WORKING 5055 release. The question simply stated: How do I do multiple FULL backups rather then incremental and why isn't this feature included in 2010. I am running Win 7 64bit Ultimate.
I wont comment on your experience with Acronis Support, however, if you are still looking for an answer to your question then there is a way to do it. When you make a back up job in the "backup method" section select "full backup" and uncheck "A new full backup overwrites the previous one". The backup job will then only create full backups without erasing previous ones. It is probably possible to limit the number of full backups by using the automatic consolidation section but I have never tried that part out. I always manually delete the backups from within Acronis 2010.
FOUR+ weeks ago I sent Acronis support ticket asking a simple question regarding the WORKING 5055 release. The question simply stated: How do I do multiple FULL backups rather then incremental and why isn't this feature included in 2010. I am running Win 7 64bit Ultimate.I wont comment on your experience with Acronis Support, however, if you are still looking for an answer to your question then there is a way to do it. When you make a back up job in the "backup method" section select "full backup" and uncheck "A new full backup overwrites the previous one". The backup job will then only create full backups without erasing previous ones. It is probably possible to limit the number of full backups by using the automatic consolidation section but I have never tried that part out. I always manually delete the backups from within Acronis 2010.
Consolidation would only work if you could set the number of incremental backups to ZERO which one could do in 2009. For some reason they set the minimum for incrementals in 2010 to ONE just to make thing more difficult. There is some silly "pre-batch" text file you have to run now to keep XX number of backups.
It's all moot anyway because (1) the software doesn't work and (2) at this point I have removed 2010 and demanded a refund. I'm running Norton Ghost 15 now which does what I want and does it well. While I'm sure Symantec has problems at least their support is more responsive and when there is a major issue (like the software won't run) are up front about it.
I honestly can't deal with software from such an inept company as Acronis any longer especially software as "mission critical" as backup software. If it was Centipede or Space-Invaders (aging myself here) I wouldn't care.
Ed, research bodgy posts, he is an agent of Acronis. You should have suspected this with 495 posts in three months. Who has the time? He appears to be a beta tester and is happy the software doesn't work so he can get his bug count up and doesn't have to pay for the software. What he doesn't apparently understand is that those of us that paid for the software want a working copy and do not want to be beta testers.
There is some serious discussion in industry today about how software, unlike hardware, is continuing to deliver incomplete, problem ridden products. Then they make users their extending testing team. This is what Acronis appears to do under the guise of "support." Where they totally screw up is by failing to respond to the concerns of their "extended test team" and then getting us all pissed off because we didn't pay for buggy software. The problem with 6029 and 6053 is that they cannot even perfrom the threshold functionality of a single working backup for a lot of Windows 7 users.
I am also having trouble with a few of the new, high post, forum participants that seem to be carrying the water for Acronis and don't have the slightest clue on software quality control. The bottom line is that we paid for a working product, our machines are not outdated and otherwise stable, we are not idiots (in the real world these guys would work for me not attempting to have me work for them), and they released builds that took a step back rather than forward.
You have done the right thing, walk away. I also requested a refund. I am considering running a few reports, but everytime the software crashes is requires a reboot and array verify. Unlike most, I spend the time to clean up the trash Acronis software leaves behind when it doesn't work as advertised. Another point, it does leave trash in the registry which you can't delete because only system permission allow deletion-LEGACY_TIFSFILTER. I may try to get them info to help, but will probably look for another solution as well. Unfortunately, I have dealt with the main competitor, Symantec, to include beta testing their software over ten years ago, and they really went down hill. I think their loss of market share may be causing them to rethink customer support, but my wounds with them haven't healed yet. I use ghost on my enterprise network, and it is stable and reliable, but could stand a little functionality improvement. The price is right, pennies per machine.
Have a Happy Thanksgiving Ed, and take some comfort in knowing that you do have the right attitude and these 90's generation kids don't understand quality work and settle for the crap companies like Acronis sell. Remember the motto that used to be over the entrance to every Sears in their days of glory-"Customer Satisfaction is Guaranteed." It was the software crowd that created 'terms of use."
The one GOOD thing about Symantec is their software is working and I can do a backup. :) They have come a long way in the last couple years particularly in their consumer Anti-Virus line. It is now highly regarded where over the last couple years it has been at the bottom of the pile. We also use Symantec Backup Exec on our servers at work and it's been reliable for many years. Ghost had always worked for me without problem but up until the current release there was no Win 7 support so Acronis was the only game in town. I've always beleived I should pay for software that I use so I bought an upgrade from 2009. I've used earlier versions (2009 and previous), there were always problems but nothing that prevented a backup. Actually, being as worrisome as I am, under Vista I actually used Acronis 3 days a week and Ghost 4 days a week and do full backups every day. As for Mr. Bodgy, I did notice the post count and figured either he was a fanboy or on the payroll. :) Despite ALL of that, if Acronis had only been up front and acknowledged the issue fron the start I'd have no complaint. But between that and their totally moronic useless tech support I could only throw up my arms in frustration and yell "I GIVE UP." If you had read the back-and-forth chain of emails between "Sam Hancock" and myself you'd probably be in tears laughing. It was like Abbot and Costello's "who's on first" routine. This was the last reponse (from their "MANAGEMENT") to my question from 4 weeks ago asking HOW TO MAKE FULL BACKUPS WITHOUT INCREMENTALS:
From:] Sent: Saturday, November 21, 2009 8:07 PM To: Ed Subject: RE: FW: Multiple full backups [ ref:xxxxxxxxxxxx:ref ] Hello Ed, Thank you for your prompt response. Please use the steps mentioned below to generate the reports: Acronis Report: 1. Download the Acronis Report utility from the following link: 2. http://download.acronis.com/support/AcronisReport.exe 3. Run the file 4. Create a System Log. Sys Info: 1. Open Start\Programs\Accessories\System Tools\System Information; 2. Choose the 'Save' option in the 'File' menu 3. Enter the 'File name' and set the field 'Save as type' to 'Version 5.0/6.0 System Information File (*.NFO) 4. Send us the saved file. Acronis Log: 7. Launch the product installation file 8. Once the Acronis product installation screen appears, right-click on the name of the component that fails to install. You should see two options there: Install and Extract. Select Extract 9. Select the path for extracting the component and click Save 10. Go to the Run prompt (Start -> Run); 11. Issue the following command: msiexec /i msi-filepath /l*v log-filepath Where msi-filepath is the full path (including the file name) to the file you extracted in steps 2-3 and log-filepath is the full path (also including the file name) to the log file you want to save the output to (!) The /i and /l*v parameters are separated with spaces from msiexec and msi-filepath For example, msiexec /i D:\AcronisFolder\AcronisTrueImage.msi /l*v c:\log-name.log (!) If there are spaces in the path, please put the path in quotation marks. E.g., msiexec /i "C:\Documents and Settings\User\Desktop\AcronisTrueImage.msi" /l*v c:\log-name.log 12. Reproduce the problem and send us the log file created during the installation. We would appreciate your patience and consideration. Please let us know if you have any other question. We will keep your case open until you confirm that your issue is resolved. We look forward to your response. You can also visit http://www.acronis.com/support/ where you can search our online knowledge base and frequently asked questions, or submit a new support issue/question. Regards, Sam Hancock Support Professional Acronis Customer Central http://www.acronis.com/support/ Acronis, Inc. 23 3rd Avenue Burlington, MA 01803 USA http://www.acronis.com
I've had like 5 emails just like this one from them and they STILL, 4 WEEKS LATER, NEVER have answered the original question. They must be robots all named "Sam Hancock." I finally told them to just go away and send me a refund. I got a reponse yesterday from "Cleverbridge" the folks who steal, I mean take, money for them saying I shouldn't dispute my credit card payment and wait to hear from Acronis regarding a credit. They said "I might lose" my dispute. From what Amex told me there would be no problem getting it reversed.
Wow. I am watching this closely since I am still on 5055
I like these guys who think they have AMEX or Visa on their side. If you pay your bills, the credit card company, especially AMEX, will just not pay them. All this complaining lately about credit card companies, I find that as long as I live up to my half of the contract they still value customer service.
Ed,
Aside from AMEX, who did you request a refund from? Is there an actual form or place to do so? I'd like to follow suit and think it would be best if these refund requests go to the same place. Thanks. Looks like I may go Ghost. I thought I was done with Symantec's bloatware but I just need to backup now!
@David Symantec is no longer bloatware (as far as their A/V stuff at least). They are now lean green machines. :) They listened and changed. Anyway, I purchased online and the "collector of the money" is a company called "Cleverbridge." If you purchased online look at your email receipt with the KEY in it. If you bought retaill package I don't know. Personal information has been removed according to Forum Rules.
-----Original Message----- From: Sent: Tuesday, November 24, 2009 5:41 PM To: Ed Subject: Re: [Mail#xxxxxxx] [Mail#xxxxxxx] Reference #xxxx: Your Acronis True Image Home 2010 Upgrade (English) order Dear Ed, If you do not hear more regarding your refund request, please let us know first rather than immediately contacting your bank. Charge back disputes are timely and you are not guaranteed to win. This way we will be able to look into your request further. Sincerely, Julia Wolf cleverbridge Customer Service > -----Original Message----- > From: To: Ed > Subject: Re: [Mail#xxxx] Reference #xxxxxx: Your Acronis True Image Home 2010 Upgrade (English) order > > Dear Ed, > > Your refund request was received and has been submitted to the software publisher > Acronis > > cleverbridge is responsible for processing transactions and, when applicable, > distributing license keys. Unfortunately, cleverbridge is unable to issue refunds > without consent from the software publisher. > > Generally, refunds are approved but it can take up to two business days for the > authorization to clear. Once completed, you will receive an email indicating that > your refund has been processed. > > Should you have any questions in the meantime, feel free to contact the software > publisher directly at: > > www.acronis.com/company/contacts/request/index.html?t=2 > >
Two business days, yea right. LMAO
bodgy,
palm--->two fingers--->both of your eyes.
no "in" sport here, brother. YOU'RE BLIND
Allow me to clarify.
My comment in post #71 was in reference to what I saw as people complaining about the Acronis instructions on how to make the system report utility. Usually Acronis just give the instructions and that's it. As I said in the post, I would have formatted the reply differently. At least they were trying to respond (at last) and I assume thought they were being helpful and covering extra bases by giving additional information.
I occasionally find the TI as frustrating and annoying as everyone else, but then I find one of their competitors boot disks just as annoying and as for firewall I use...... However rampaging and shouting through the ether and stamping my foot like a sulky little male person, really wouldn't help get my problems resolved.
I think much of Acronis' problems could be solved by being less secretive in their marketing and more alert in their marketing - they are still advertising DD10 and TI2010 as a bundle, which seems an emninently stupid marketing decision to me, especially as it has been pointed out in various posts and other places.
The new extra canned response scripts annoy me intensely, but then scripted responses from any organistation always annoy me.
I am not in the employ of Acronis (though I did once suggest I should be :) )
You might want to check all of my posts both here and on the Wilders forum, you will see that I ahve also posted about problems some of which are resolved though others probabl;y never will be as they seem to be related only to my system.
I'm sure I read on the forum somewhere that private emails and conversations weren't to be published verbatim especially without the other sides permission.
OK off to have breakfast now.
I'm sure I read on the forum somewhere that private emails and conversations weren't to be published verbatim especially without the other sides permission.
They weren't "verbatim" they were edited. And why would it concern you? Let the ever elusive "mods" deal with it (that is if they really exist and aren't cyber-robots).
Ed Thanks. Actually, I went on live chat and had my refund processed there. It took some patience on my part having to hear about this "great new build 6053" for the fifteenth time. I just made my point clear.
(Edited)
Techie: Hi, how may I help you?
David Farentino: TrueImage fails on my system.
i have been back and forth with tech support with no resolution.
i need backup software that works now. I would like to request a refund
Techie: Please allow me some time so that I can check the details for you.
Techie: May I please know the issue that you are experiencing?
David Farentino: TIH crashes when trying to restore ANY image,
also I cannot boot from any bootCD provided (either ISO downloaded or created from within TIH)
David Farentino: all versions
Techie: You will be pleased to know that the latest build of Acronis true Image Home 2010 has been out as there were some technical isssues with the old build. I am positive you will be definitely able to fix, once you update with the latest build i.e. 6053
David Farentino: I tried 6053...No good. See case number 000000000000
Techie: I am checking it once again, please give me some time.
Techie: This case is already handled by Techie TK421 and he is taking care of it.
David Farentino: Not on my end...Time is a matter here. I need the program to work or I need a refund.
Techie: You need not to worry, if you say shall I escalate this ticket to our next level and I am positive they will response you within 24-48 hours.
David Farentino: Is there a protocol for processing refunds? That is my original request.
Techie: Alright, you need not to worry at all. I will forward this case for a refund. Please allow me some time so that I can give you a case number.
David Farentino: alright. Thank you
Techie: your request has been processed successfully.
Techie: your case id is 0000000
David Farentino: does that mean my credit has been refunded?
Techie: You are going to receive a credit notification from the on-line store that managed this purchase, Cleverbridge, in 1 business day. The payment is going to be transferred back to your account in approximately 5-7 business days depending on the internal operations and policy of your credit organization. Please check the receipt of the refund with your bank in one week and let us know if you have received it.
Techie: I assure that you will receive a refund soon.
David Farentino: thank you Techie. I follow Acronis products closely. If I see improvements in the future, I would be happy to purchase again.
Techie: Have I answered your questions to your complete satisfaction?
David Farentino: I believe so. Thank you again.
Techie: Its my pleasure. Have a great day ahead.
I received an e-mail confirming a full refund from Acronis seconds after this chat was finished.
David .... can you send me the chat link? I can't seem to find it.
Ed
i stopped trying at ti 11. works fine on win 7 64 bit
Have you tried a full restore?
i stopped trying at ti 11. works fine on win 7 64 bit
@David F:
They refused my refund because the purchase was over 30 days ago.
Maybe I need to go on the chat line, because I submitted my request for refund via a customer service ticket two days ago with the invoice attached and haven't heard a word.
Here is a little history to enlighten the uninformed at Acronis:
First confirmed software kill-http://www.ccnr.org/fatal_dose.html
After much discussion and analysis the continued use of the Therac-25 causing additional deaths was attributed to a lack of quality control which prevented the correlation of similiar failures among users to identify a programming error.
Intel screwed the poach with their denial of of a floating point error in the first pentium chip resulting in loss of confidence in the product, lawsuits, and a costly recall program. The error only affected those running high precision scientific calculations, but intel was required to replace all delivered chips.
Microsoft starting losing consumer confidence by denying and keeping secret security holes in its browser. The company quickly learned the lesson of active customer involvement and openly solicites error reporting through the software, quickly acknowledges a problem, and through this openness rapidly identifies the source of the problem. One example was the ability to determine that HP incorrectly used a single image for all consumer machines constructed on an AMD platform. When consumers attempted to upgrade from XP-SP2 to XP-SP3 on Intel machines they would enter a continuous reboot due to the incorrect kernal. Solved within 5 days.
The points is open acknowledgement of problems, constructive customer involvement, and true concern for the real or perceived quality of your product works in your favor. This ain't rocket science, which I can do, it is just the professional standards that should be adopted by any software organization.
Ed.
Wow. That sucks. There's always the AMEX side. I just purchased TIH just two weeks ago. The live chat is in customer support. http://www.acronis.com/support/index.html You must be logged into an Acronis account
Go to: Contact Support/Start Here
Answer a few questions, fill out a simple form, then you'll be able to chat.
Hope it goes well.
Ed.
Wow. That sucks. There's always the AMEX side. I just purchased TIH just two weeks ago. The live chat is in customer support. http://www.acronis.com/support/index.html You must be logged into an Acronis account
Go to: Contact Support/Start Here
Answer a few questions, fill out a simple form, then you'll be able to chat.
Hope it goes well.
Yea, I eventually found it and they told me I was over 30 days. I've already disputed with Amex and received an approval notice for the credit. For small amounts like the $30 upgrade fee they don't even go through the process they just issue the credit.
In the probably 20 years I and my business have been with them I have had maybe 3 or 4 issues and they have always been amazing.
@David F:They refused my refund because the purchase was over 30 days ago.
That's classic. String you along, get a beta tester to chastise you for not working with them, what for a build that improves nothing, and then be told you are outside the 30 day window for a refund. I just decided not to work with them and send them diagnostic info. I just want my refund.
I have previously written in these forums that ATI 2010 build 6029 caused a hang on my Windows 7 system whereby the program would stay in memory and I would have to use task manager to kill the process before I could reload it. For this reason I had reverted back to the 5055 build.
I have uninstalled this and have installed the 6053 build and I am happy to report, in my case, it appears to behave properly (including successfully backing up and restoring.)
I am running W7 Professional 64bit
@David F:They refused my refund because the purchase was over 30 days ago.
That's wierd, I had no trouble getting a refund only days ago on Disk Director 10 which I purchased back in August.
In my case I had several tickets lodged as the program never worked on my machine from the day it was purchased (issues with BSOD's whenever I plugged in a thumbdrive and also I couldn't have both ATI and DD on at the same time as they didn't behave together...)
After over 2 months of remote sessions with Acronis agents and trying many things the final result to fix ATI was to install Windows 7. This fixed ATI but of course completely negated any expectation that DD would be of any use.
I would expect that if you have tried to solve any issues you have with the product in conjunction with the tech staff then going by my experience I would have thought you could still get a refund.
Incidentally from the time I said yes that I would like a refund it took only 36 to 48 hours for the money to appear back on my credit card account.
While I wasn't a happy customer with a broken product I did have a certain respect for the continual help the tech people (albeit a protracted experience with emails too-ing and fro-ing taking days between etc...) tried...
@David F:They refused my refund because the purchase was over 30 days ago.
That's wierd, I had no trouble getting a refund only days ago on Disk Director 10 which I purchased back in August.
In my case I had several tickets lodged as the program never worked on my machine from the day it was purchased (issues with BSOD's whenever I plugged in a thumbdrive and also I couldn't have both ATI and DD on at the same time as they didn't behave together...)
After over 2 months of remote sessions with Acronis agents and trying many things the final result to fix ATI was to install Windows 7. This fixed ATI but of course completely negated any expectation that DD would be of any use.
I would expect that if you have tried to solve any issues you have with the product in conjunction with the tech staff then going by my experience I would have thought you could still get a refund.
Incidentally from the time I said yes that I would like a refund it took only 36 to 48 hours for the money to appear back on my credit card account.
While I wasn't a happy customer with a broken product I did have a certain respect for the continual help the tech people (albeit a protracted experience with emails too-ing and fro-ing taking days between etc...) tried...
Well there you go. It took 4 months. I would have never stood for that. I bought software to backup my computer. The 1st version did (for a week or 2) then the 2nd and 3rd versions do not (for the last 2+ weeks). I have much better things to do with my time then to deal with their off-shore tech support who can only go by scripts to tell me to try things I have already done.
I can't wait another couple weeks for them to make their software functional so I can backup my computers. Version 5055 worked but 6029 and 6053 don't. NOTHING has changed here. It's obviously there software is at fault. No amount of time wasting chatting with me will fix their software. If they want ME to be their test site they need to pay me for that service. If I was the ONLY person reporting these problems I would be a lot more patient but there are MANY. I don't want to be their guinea pig.
I got my refund. It took 10 minutes online with American Express and my payment has been approved, reversed and credited. I also have working backup software now (Norton Ghost 15 just released). They can keep their junk. I don't work FOR them.
I also have working backup software now (Norton Ghost 15 just released).
I have been loyal True Image user, but I think it is time to test some other disk imaging softwares, so can you tell is Norton Ghost 15 lighter than some (say 10 or 11) earlier versions? IIRC I have tested Ghost 10 or 11, and it was quite a mess.
True Image has consistently carried out the basics for me since TI 7.
True Image 2010_6029 works on my Win 7 recent installation but I just manually restore and backup whole drives. I won't be going to another programme as TI works for me for what I need.
I think Acronis oversells the extras and it has become bloated and it would be better if the Rescue disk was WINPE based but the basics work for me.
but if it doesn't work for you then obviously look elsewhere and if the new programme works stick with it.
However Acronis support is more than woeful. Lucky for them there are people such as GroverH and Mudcrab who freely provide their experience and expertise.
Based on a quick look at the Norton Forums for Ghost, Ghost 15 is not trouble free for some people but there is certainly a more structured response to queries whether it is volunteers or company people. The Forum Board is much better to use and there appears to be active company involvement.
But as with all support forums you will see people having trouble
An example posting below from one of many.
I'm trying to install the Ghost 15 Trial on Windows 7 Pro x64. This is a pretty fresh install of Windows 7. Not some OEM pre-installed-with-extra-junk one. I had Ghost 12 installed. When trying to install, it wanted to remove Ghost 12 and I told it to go ahead. The removal tool said it needed to terminate two instances of explorer.exe, and I told it to go ahead. It said it couldn't manage to do it and that I should manually terminate anything locking the files the installer needs to modify. So, I manually terminated the remaining explorer.exe and let the installer continue. The first error message I got was: "ERROR: Failed to have success running InstallVSSProvider function in MSIInstallVSSProvider Function". This is mentioned by someone else in this thread. (I tried the solution mentioned there, incidentally, with no luck) The next error message(s) I got was a dialog box (apparently from Windows), saying: "No mapping between account names and security IDs was done". I received four of these messages. Then, the install finished and I rebooted. I ran Ghost and everything seemed to work, until I tried to make a backup. Then, I got an error message saying "Snapshot error %1.". When I clicked on the "Show Details" button, the additional info is "Error EBAB03F1: OS error 2147754774". After I clicked "OK", I was returned to the "Progress and Performance - 0%" window which reported: "Error e7b70005 running job: My Documents Backup" Thinking that perhaps the uninstall of Ghost 12 didn't go right, I uninstalled Ghost 15, rebooted, and then used CCleaner to clean up any registry issues related to Ghost, Symantec Shared, etc. Then, I tried installing Ghost 15 again. I got the same sequence of install-time errors and then the same run-time errors during backup. Ummm.... Help?!?! Please?!?!
Thank you kindly for the lesson on Forums. Back in the "early days" I was a Forum Leader (now known as a "mod") on support forum for a major communications hardware company on Compuserve, but how does that make my Backup software work? How does that make the developer of the software respond (been 3 weeks now). How does that make "tech support" actually answer a question that was asked? There are over 20+ people here with the IDENTICAL PROBLEM.
Acronis is non-existent on their own support forum except for ONE MESSAGE after TWO WEEKS. This is "mission critical" software. Users DATA is at stake and is unprotected for weeks without a fix.
No support, TERRIBLE response to an obvious programming error because the software WORKED initially, no support, software that doesn't work for a LOT of people, NO SUPPORT. Acronis = FAIL.
I don't think there is any argument that Acronis support is woeful and the software does not work for some people.
I would not (and do not) use True Image or Ghost 15 or any disk imaging software to backup my DATA especially if all the data gets stuffed in a proprietary container. Too many points of possible failure for critical data. Straight copies in native format is my choice along with a risk management strategy for my data
I actually have no expectations that I will get support from Acronis through this Forum. I see this forum as based on the previous "Wilders based" forum which was essentially a users forum with occasional drop in by Acronis people.
Of course that is not how Acronis portray it.
If I want support I have to pay for it (after thirty days and the free support is woeful). If the programme didn't work for me I would be getting my money back and walking away as I did with Norton Antivirus and other software I have purchased in the past.
Hope you get your money back and Ghost continues to work
Ed, with all you have said, Compuserve just dated you. Man, you have been at this a long time. Compuserve -> Mindspring -> Earthlink. That's 20 years of history.
By the way, downloaded the trial of Ghost and like it. I will throw in a spare drive, recovery using the image, and make sure it works. I did not have a single hiccup loading Ghost. A vastly improved interface over the enterprise version.
Still waiting to hear about my refund.