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Problems installing ATIH 2014

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I'm experiencing an issue installing a copy of ATIH 2014 on a Windows 8 laptop.

The machine in question is with my partner's daughter in Thailand, 8000 miles from where I am in the UK. At the weekend, it suffered some sort of strange glitch and as a result, she restored the OS from the recovery partition on the HDD. I must add at this point that she knows very little about computers and I have no idea what she did to get into this situation.

What I need to do is to re-install the copy of ATIH2014 she had on the laptop before the HDD was wiped and restored. If I can get her to do that, I should be able to track down a disk image that she should have on a USB HDD that she has.

Trouble is, as part of the installation process, ATIH is asking for the product serial number, followed by the serial number of the previous version (2014 being an upgrade)

I have all the serials from my Acronis account as all the products have been registered but no matter what she does, she can't get the installation process to proceed – it refuses to accept the serial for the one 2014 was upgraded from.

Can anybody possibly shed any light on this. It's driving me mad

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For starters, I would make sure she is pasting the code into the entry boxes and not trying to type the code.

Hello Albourneboy,

would it be possible to provide a screenshot of the window with entered serial numbers and error message that she gets?  (please send it in a private message)

David, thank you for helping!