Cannot install TrueImage 2010 Home PC

Hello AlBandit,

Thank you for using Acronis Products

First of all I would recommend you to register the program at our web site and download the latest build. Try to install it once again.

Please do the following to register your product:

1. Choose "Product registration" at http://www.acronis.com/homecomputing/my/products/registration/

2. Enter your serial number for your Acronis product in the corresponding field.

3. Your product will become registered and you will get an access to the latest build at "Product updates" (http://www.acronis.com/homecomputing/my/updates/).

Please disable any download managers, internet download/connection boosters, etc. before the download.

In case the issue persists use the following KB article for step-by-step troubleshooting

Make sure you uninstall ATI 2009 before you install 2010. If you have done this and still get the error, try installing the Acronis SnapAPI (http://download.acronis.com/support/SnapAPI_l_s_e.zip).

Make sure you have uninstalled ATI 2009 or 2010. Install SnapAPI first then ATI 2010.

1. I made the registration
2. I have downloaded the new build
3. I executed AcronisCleanup
4. I installed SnapAPI (as recommended by Keith G.)
5. I tried to install TI 2010 Home and got the same error as described above

I created a logfile with msiexec
If you are not able to help me, so I want my money back. It makes no sense to me to buy a software, which ist uninstallabele.

best regards
albandit

Have you tried deleting the contents of your Windows Temporary folder before trying to install?

The TI installer sometimes fails if there are many files here.

In Vista you'll find the hidden temporary folder here:

C:\Users\YOUR_USER_NAME\AppData\Local\Temp

Delete all that Window's will allow, check your firewall isn't blocking the install and try again.

THX for your advice, but ...
no way, always the same error message.

albandit

THX for your advice, but ...
no way, always the same error message.

albandit

Hello AlBandit,

you have to Install it as Administrator...

Try to run the Setup.exe as Administrator ! Right klick the Setup.exe Choose run as...

Or Login with the Account: Administrator

It is not enough to run it as User with Adminstrator Privilegs !

I run Into the same Problem - this Procedure helped me - seems a Bug in the Installer.

Greetings
Ritchy

Hello,
i have the same problem. I have login with the Account: Administrator and i can't install trueimage. I need help.

Thank you
With best regards
Harald

+1 Same complaint.

In my case, the installer crash also rendered my system unbootable after I uninstalled the old version , reinstalled the new version, and it asked to reboot. I am using Windows 7 x64.

Ridiculous that the OP has gotten no response from Acronis on this for almost a month according to the dates on this thread.

From what I can tell, "Dimitry" is really just a bot program that scans this forum for posts that vaguely match something in the Acronis knowledge base, posts an unhelpful canned response, then marks the issue closed. Nice.

I'm having the exact same problem. I'm using Vista 64 Home Premium sp2 with 8gb ram. I've never installed an Acronis program before. The reason I bought ATI was to create a backup image before upgrading to Win7 just in case something goes wrong and I'm unable to restore from my Windows Home Server. This is absolutely ridiculous. I want my $49.99 back. The support KB doesn't seem to have anything about this problem and all I can find for getting support beyond these forums or the KB is by purchasing a support upgrade. At this rate I'll NEVER knowingly use an Acronis product again.

To Bryan Johns:

Do you get any error messages, how far do you get before the install fails?

Are you logged on with Admin priviliges?

I see you also mention Windows Home Server, TI doesn't quite work as expected on WHS, though it depends on how you have WHS setup, but it definitely won'tallow mounting images with v11,2009. It might with 2010, I haven't tried it as so few people here seem to be using WHS.

I got the same msg as AlBandit:

Die Installation wurde abgebrochen, bevor Acronis True Image Home installiert werden konnte. Sie müssen den Installer für einen weiteren Versuch neu starten.
The installation was interrupted before True Image Home Acronis could be installed. For a new try you have to start the installer again.

But I have Windows XP SP3 4Gig Mem

I tried any above steps to install TI2010 but no chance.

Good evening i am trying to install the trial version and i get the same error, i think the problem is for acronis and i wont buy the program if you cant do anything about it, and the answers that you give on the problems are useless, it is allways the fault of the user and not the fault of the program, thats with a very lot of programs, change your policies, hell would freeze before you try.

Hello all,

We are really sorry for the delay with the response and for the difficulties you've experienced with Acronis software.

Please do the following to fix the issue with the installation:

1. Please delete all files in \Documents and Settings\[Account Name]\Local Settings\Temp\ folder. Please note, that the folder may be hidden, you can open it by issuing Start -> Run -> "%temp%" command without a quotes. If some files cannot be deleted, please reboot your computer and repeat deleting.

2. Try to install the software again.

If the issue still persists, please gather MSI installation log file as described at this KB article and Windows System Information and attach it to your reply to this thread or send me a Private Message.

I'll look into the installation log and tell you what caused the issue and how to fix it.

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Hi, hoping this Thread is still alive ;-)

some month ago, but same problem (WinXP SP3).

At the moment i am using ATI 2009, and i cannot install ATI 2011 (german version ATIH2011_5519_de-DE.exe)
(The installation was interrupted before True Image Home Acronis could be installed. For a new try you have to start the installer again.)

The logfile ist attached.

Regards

Delgado,

Have you tried to un-install the old version first?

If unable to do so, you may need to edit the registry but support will have to provide instructions on what edits need to be made.

Hi GroverH,

i uninstalled ATI 2009 first without problems. But i still have Disk Director 10 installed. I had this problem with the installation error already while trying to install a new build of ATI 2009 over an older one some month ago. Never know how i solved it, maybe i uninstalled Disk Director at that time.

Anyway, meanwhile i started a request to german Support, already got a new case. Let's see what happens. But when i look over the web, there a many statements with this special problem, so it can't really be unknown at all.

BTW: i also purchased the upgrade to Disk Director 11, and with this installer i didn't have any problems. Are the installers ATI 2011 and DD 11 different ones?

Still a pic of the message (in german of course):

Delgado,

1. Check that your temporary folder is empty, as you appear to be using XP you can follow the instructions in post #14.

2. It appears that the installer has found your old serial number still in registry.

3. Try deleting the following key (assuming you are using 32bit Windows) HKLM\Software\Acronis\TrueImage\Standard

After deleleting that key, you will need to have your 2009 serial number handy at installation time if you are using an upgrade version of 2011.

You might want to check the contents of your log file, edit and repost it, as it contains some of your personal information.

Second try:

the standard-key doesn't exist after uninstalling TI 2009, there are no True Image folders in Registry. But no installation possible at all. Logfile ist attached.

Have you checked your temporary folder as described in post #14?

Colin B wrote:

Have you checked your temporary folder as described in post #14?

Can you imagine how often i cleared that folder the last 3 days?

Well, yesterday i uninstalled ATI 2009 and ADD 10, cleared the registry, deleted all windows-folders which have to do with Acronis, even uninstalled snapman and timntr like illustrated somewhere here in the forum: all cleared from Acronis. And what happened:

same procedure, no installation possible.

Guys, this is no joke! Wherefor is the install.log, if you can't tell me, what the error is about?
BTW: why can i install Disk Director 11 without problems? That is something i can't get in my head.

At the moment i am not at home. I will attach the log-file no.3 (while trying to install after complete uninstallation as described above) this evening.

Hello togetheher,

I have the same Problem. Please help me!

Greetings

Peter

Peter,

Have you had a previous version or the trial version installed previously?

According to your log file that appears to be a possibility.

I would suggest uninstalling any True Image product you might have installed and then run the Acronis registry cleaner. Once completed run the TIH installer again. If it still fails or refuses to accept the serial number than try running the installation from the MSI file instead of the TIH installer wrapper.

Hello all,

Thank you for posting. Grover and Colin, thank you very much for your help.

Delgado and Peter,

I will definitely help you.

I have studied the logs and this specific installation issue is caused by Acronis product when it tries to overwrite the registry entries related to the previous Acronis installation and fails.

Usually the installation log would show this error:

1: MSIGEN:Error occured during CheckForUpgradeCode for {9D3EC953-8794-4D21-B30C-3A08F2356885}: 1605
Aktion beendet um 13:51:49: DetectMsiMajorUpgradables. Rückgabewert 3.

Delgado, I was able to find your case in our system and you were able to resolve the issue with the assistance of our support representative through a remote session.

Peter, the part of the error log above is from the .msi log that you kindly provided. In such cases we first need to take the registry key shown in the intsallation log: 9D3EC953-8794-4D21-B30C-3A08F2356885 and flip the first part until the dash. Basically the log showed this: 9D3EC953 we need to write this entry backwards 359CE3D9 and press start->run->regedit and use the search to find a registry key beginning with 359CE3D9. Once its found, delete it and the installation should work.

Just in case, all typical installation issues are covered here. Dear Forum users, please note that the registry values will vary from log to log, please do not try to search for Peter's values in your own .msi logs.

You can also contact our Support team directly if you need immediate assistance.

If you have additional questions or any other issues, please let me know.

Thank you.

Anton wrote:

Hello all,

Thank you for posting. Grover and Colin, thank you very much for your help.

Delgado and Peter,

I will definitely help you.

I have studied the logs and this specific installation issue is caused by Acronis product when it tries to overwrite the registry entries related to the previous Acronis installation and fails.

Usually the installation log would show this error:

1: MSIGEN:Error occured during CheckForUpgradeCode for {9D3EC953-8794-4D21-B30C-3A08F2356885}: 1605
Aktion beendet um 13:51:49: DetectMsiMajorUpgradables. Rückgabewert 3.

Delgado, I was able to find your case in our system and you were able to resolve the issue with the assistance of our support representative through a remote session.

Peter, the part of the error log above is from the .msi log that you kindly provided. In such cases we first need to take the registry key shown in the intsallation log: 9D3EC953-8794-4D21-B30C-3A08F2356885 and flip the first part until the dash. Basically the log showed this: 9D3EC953 we need to write this entry backwards 359CE3D9 and press start->run->regedit and use the search to find a registry key beginning with 359CE3D9. Once its found, delete it and the installation should work.

Just in case, all typical installation issues are covered here. Dear Forum users, please note that the registry values will vary from log to log, please do not try to search for Peter's values in your own .msi logs.

You can also contact our Support team directly if you need immediate assistance.

If you have additional questions or any other issues, please let me know.

Thank you.

Anton wrote:

Delgado, I was able to find your case in our system and you were able to resolve the issue with the assistance of our support representative through a remote session.

That's right.

The point was, one of those registry keys which have to be read backwards, should be deleted. I didn't have an exactly similiar key, but lots (about 100) which had the first about ten letters/numbers the same. So as written below, you don't have to search for the complete string, but only for i.e. this: 359CE3D9.

All those entries in the registry had to do with Acronis, or something with manifests (probably .Net Framework). After deleting them all, the new installation worked. But guys: such work for installing your own software, puuh. Not nice!

Hello Delgado,

Thank you very much for the follow-up.

You are absolutely correct, but in most common situations there is no need to search, invert and delete all of the registry keys mentioned in the .msi log.

If we can use Peter's .msi log as an example:

1: MSIGEN:Enumerate through related products
1: MSIGEN:No products where found
1: MSIGEN:CheckForUpgradeCode {830A3CC2-57FA-438E-B6BA-B2CC63887B4C}
1: MSIGEN:Check For Upgrade Code started {830A3CC2-57FA-438E-B6BA-B2CC63887B4C}
1: MSIGEN:Enumerate through related products
1: MSIGEN:No products where found
1: MSIGEN:CheckForUpgradeCode {941B4DD3-680B-549F-C7CB-C3DD74998C5D}
1: MSIGEN:Check For Upgrade Code started {941B4DD3-680B-549F-C7CB-C3DD74998C5D}
1: MSIGEN:Enumerate through related products
1: MSIGEN:No products where found
1: MSIGEN:CheckForUpgradeCode {9D3EC953-8794-4D21-B30C-3A08F2356885}
1: MSIGEN:Check For Upgrade Code started {9D3EC953-8794-4D21-B30C-3A08F2356885}
1: MSIGEN:Enumerate through related products
1: MSIGEN:Determing context for {4C556B5C-8EF7-47B4-AE05-FE71EEB2C25B}
1: MSIGEN:Error occured during CheckForUpgradeCode for {9D3EC953-8794-4D21-B30C-3A08F2356885}: 1605
Aktion beendet um 13:51:49: DetectMsiMajorUpgradables. Rückgabewert 3.

The last registry key preceded by a message - Error occurred is usually the culprit.

I want to thank you for your feedback and I will submit an enhancement request so that our programs can be installed with less trouble.

Please let me know if you have any other questions.

Thank you.

Thanks for all the advices...

I read everything through, but I can not Install ATI 2010 Home, that is TrueImage2010.7046_s_en.exe

I post the log and image...

can you help? I can not find the "1: MSIGEN:Error occured during CheckForUpgradeCode...", looks like I have a different problem...

thanks

PS I messed it up when I bought "TrueImage2010PlusPack.7046_s_it.exe", it is in Italian but I have the English version, I also have Acronis Disk Director Suite 11... ADD11H_2121_it-IT.exe

I uninstalled ATI 10 but could not get it back...

Guido,

I don't have time to go through your log file at this moment but, have you checked that your Windows temporary folder is empty?

Just so that we're clear - you have the English TI 2010 but the Italian Plus Pack and your ADD11 is also the Italian version.

I'm not sure that you can blend language versions.

Hello Guido and Colin,

Thank you for posting and thank you for helping Colin.

Guido, I will definitely resolve this issue for you.

According to your msi log:

1: MSIGEN:TimounterDriverCustomAction: Installing...
1: MSIGEN:TimounterDriverCustomAction: Processing operation 'TimounterInstallOperation'...
1: MSIGEN:TimounterInstallOperation: refreshing information about timounter in service control manager
1: MSIGEN:TimounterInstallOperation: RefreshTimounterInfoInScm return error 1060
1: MSIGEN:TimounterInstallOperation: Execution started.
1: MSIGEN:TimounterInstallOperation: DeviceDriversInstallOperation::Proceed return error 3758096948
1: MSIGEN:TimounterDriverCustomAction: Proceed of operation 'TimounterInstallOperation' failed with error 1603
CustomAction _USRCUSTACT_MsiCustomActionInstall_TrueImageWinMounter returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 19:06:37: InstallFinalize. Return value 3.

the installation fails because the old True Image Mounter Driver cannot be unloaded from the memory. This can be fixed by performing a reboot. If rebooting does not help, please delete Acronis Backup Archive Explorer manually, you can use this KB article as a guide.

If you continue to experience issues, please generate a new .msi log and an AcronisInfo report so that I can check them.

Even though your serial numbers for Acronis True Image 2010 Home and the Plus Pack component are different languages, you can still install them provided the installation file is the same language. Since your version of Acronis True Image 2010 Home is in English, I will follow-up via a private message with a download link for the Plus Pack component in English. This should sort this problem out.

Just in case, we have this option to change the language of the serial number. You can contact our Support team and pay a service fee which is $ 10 and we will replace the language for you.

Please let me know if you have additional questions.

Thank you.