Installation Failure with ATIH2012 Upgrade to ATIH 2011
Anyone else getting installation failure when trying to upgrade ATIH2011 to ATIH2012? I've been trying for two days and I simply can't get connected to Acronis support by phone, chat, or e-mail ???
After several attempts to install TIH 2012, uninstalling 2011, a couple of blue-screens and a heartstopping moment when my computer failed to boot, I'm ditching TIH 2012 for the time being. This software is supposed to safeguard the computer, not break it.
eOx, the first time I installed 2012 on my home computer, I uninstalled ATI 2011, use the cleaned up utility, rebooted, installed 2012. I've got plenty of problems: icon in the start menu was not right, documents backup were not right, some driver install was complaining in the events viewer, I could not see the source disks, etc. I fixed some of them by running the cleanup utility again and reinstalling 2012, but there were more issues...
I gave up and restored an image prior to uninstalling 2011, updated the computer did a new image. At this point, I thought I would give another try to 2012. This time I shutdown my security software. The installation was perfect. Everything came into place. None of the problems above. Some issues are remaining but that was a huge difference.
Hello all,
Thank you very much for your comments and thank you very much for your help Colin and Pat.
Donald and eOx, I will do my best to assist you.
Donald, I found your case in our system and has been forwarded to our Expert team for additional investigation. If you have any questions about your case feel free to contact me directly.
eOx, we can definitely get this problem resolved. Please contact our Support team with this report and if you need additional help please let us know.
Let us know if you have additional questions please.
Thank you.
Thanks Anton, I already have a case registered and can inform you of the case id if needed.
When reporting the problem I did try to run the AcronisInfo utility - but it too crashed - so much for that. I troubleshoot enterprise size IT-systems on a daily basis for a living, and have been doing so for over 10 years, so please note that I'm not a newbie fumbling around here ...
Hi,
I experienced with a lot of softwares that it is often MANDATORY to unable the A-V before there installation.
@Jacques: that may well be, but in that case (a) the installation instructions should clearly state so, and (b) preferably the installer itself should detect the situation an advise the user to disable relevant software.
Interesting. Even after running Acronis' cleanup utilities (both cleanup for TIH 2011 and 2012) the registry contains many references to Acronis components. I'm wondering whether it's safe to manually delete these references.
For example,
HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{975D1154-4003-40F9-850C-F92A99BFEE59}\InProcServer32
C:\Program Files (x86)\Acronis\TrueImageHome\x64\ti_managers_proxy_stub.dll
HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{9E42900A-85F9-4E67-9778-575FBBA0A81C}\InProcServer32
C:\Program Files (x86)\Acronis\TrueImageHome\x64\versions_page.dll
HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{B8C1D1E5-8FD7-4F0F-B00F-792223DC8701}\InProcServer32
C:\Program Files (x86)\Acronis\TrueImageHome\acronis_backup_cpl.dll
(but the folder "C:\Program Files (x86)\Acronis\" has been removed)
Also, there remains a reference to an Acronis filter driver
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318}
LowerFilters=vidsflt58
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\vidsflt58
ImagePath=system32\DRIVERS\vsflt58.sys
(the driver file is also present in the file system)
Definitely don't delete the filter driver in sys32 before you've removed the registry entry.
I would suggest either making a copy of registry or make a complete image of your OS drive before attempting to fiddle with registry. There shouldn't be a problem if you remove the registry entries first.
The registry to copy it physically will be (on W7 and Vista) located at C:\Windows\System32\config, you will need to copy DEFAULT, SAM,SECURITY, SOFTWARE, SYSTEM files.
I downloaded a trial copy of the TrueImage Home 2012. This was a clean install as I have never used the Acronis software before this. The product turned out to be much slower backing up to a shared USB drive than my current backup software. After uninstalling the trial version the registry still has over four dozen entries that belong to the Acronis software. Hardly a complete uninstall in my book. I may attempt a manual cleanup of the registry, but it would be nice if Acronis or someone posted a procedure to clean up the remaining junk entries.
Hello Robert,
Thank you for your comments. We're sorry for you've faced technical inconvenience with the product.
You can remove the traces of Acronis True Image Home 2012 with the help of the Clean-Up tool, available in this KB article.
Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!
Thank you.
@Yana: That is not correct. The Clean-Up tool is flawed.
Even after running the Clean-Up tool the registry contains numerous refernces (COM-registration entries, filter driver entries etc.). See my post above dated 2011-09-14. I am still waiting for a response from Acronis support on how to clean up these remnants. So far the only response has been a reference to an article on removing the LowerFilter-entry (which I had already read), but that adresses only a *part* of the problem.