Product Installation Issues

Hallo Gerd L

Wenn man nur zum Wiederherstellen die Boot CD benutzt, könnte man auch die ATIH 2011 Build 6942 Boot CD zum Wiederherstellen von ATIH 2012 Images verwenden. Die ATIH 2011 Build 6942 Boot CD kann auch gelöschte Festplatten (mit Nullen überschrieben) und SSDs (Secure Erase) sehen, ohne "Neues Laufwerk hinzufügen" verwenden zu müssen.

Gerd L wrote:

As you suggested, I will try the ISO version.

Gerd,

Does the help/about menu in True Image show that the Plus Pack has been recongised as installed?

Would you post some more information about your external disk?

The ISO in your case won't make any difference or shouldn't anyway.

G. Uphoff

vielen Dank für die Info, dann kann ich zumindest meine 2012 Version benutzen.

Colin B.
I just tried the ISO. As you had anticipated, this version does not work either.
I checked my installation, the Plus Pack is correctly installed, the first backup I made is working and the harddisk is recognized by Win 7.

My external USB 2 Harddisk is according to Acronis Drive Monitor a Western Digital WD15 EARS-00MVWB0 1500.3 GB packed in a nice support from a german firm Medion.

May I provide Acronis support a system report that they can analyse the problem? G. Uphoff suggested that my old 2011 Plus Pack version would be able to handle also recordings done with the 2012 version. I will check that also.

Hi,

I tried two times to be sure of the origin of my problems starting windows 7x64 SP1. The fact is when I allow to update ATIH 2012 from 6131 to 7133, I always met a BSOD issue. Windows indicated to me that a driver has a great chance to be the origin of the errors.
At each time, I had to restore windows to a backup made earlier.

The second time I've tested the update, I saw on windows drivers list that the acronis driver was not reconized. After an automatic update from windows, the problem disappears and I thought it was closed.
But, with a new BSOD, i'm pretty sure that ATIH 2012.7133 is not a good delivery (and the precedent version too, which has got the same problem, I think)

Regards

Francois,

If you allowed TIH to auto update, try downloading the actual installer file from your account and install from that.

We had to uninstall the product from our computer's hard drive and reinstall on our 3 TB Seagate drive. After that, we got a message, "Fatal error during installation." We are attaching the log, as there are several errors in the text file and we do not know which one or ones are preventing successful installation.

Purchased Acronis True Image Home 2012 from online store. Previous trial version installed. When I tried to install the newly purchased version, I got an error that couldn't install because more recent version needed to be reinstalled. I used control panel to uninstall Acronis True Image home, then re-ran the installation exe file. Now I get "Installation failed. Fatal error". Attached log.

Debbie,

Try the following.

1. Delete as many of the temp files in your temp folder as Windows will allow. - Win button + r type in - %temp%

2. Run the 2012 installer upto the splash install option screen, right click and select extract. Make a note of where this file is being extracted to.

3. Right click on the resulting install.MSI file and select 'Run as Admin'

4. Run the installer file, see how you go.

If the above fails then the easiest thing to do is to download the TIH 2012 registry cleaner, run it and then try installing 2012 again. Note though running the 2012 cleaner will disable any other Acronis products you might have installed. They will need to be repair installed.

Hello.

I had Acronis True Image Home 2012 already installed on my PC and I then tried to upgrade to a newer build which I did by installing over my existing TIH2012 installation. The problem is that the installer never prompted me for a destination path / location and started installing TIH2012 into "C:\Program Files (x86)\Acronis\" even though my original TIH2012 installation was on "D:\Programs\Acronis\". This is obviously something I didn't want so I had to completely uninstall the mess and re-install from scratch onto my D: drive (installing from scratch does show you the option to select destination location). This also led me to lose all the saved backup tasks which was a big disappointment and annoyance as well.

I believe installing the True Image 2012 Pro Pack also doesn't follow the installation path that original TIH2012 installation uses. Instead of installing the Pro Pack into existing "D:\Programs\Acronis\" folder it installs itself into "C:\Program Files (x86)\Acronis\".

I wish I could keep Acronis products together where I wanted to and that I wouldn't be required to uninstall and lose data every time I wanted to upgrade.

I'm disapointed.

Terrible experience on installing the 2012. I have never seen a product htis mature do something soooo stupid.

Put CD in click Install Acronis True Image, and it stis there looking pretty but does nothing. No working indicator, no anything indicator for almost 8 minutes. Thats a lifetime in a computer.

Terrible installation for a product of this caliber......

And whats up with that install code. Give me a break...

Paul,

Does not clicking on the installe.exe file not work either?

IAs you have the CD version which won't be the latest build, you would be better off registering the serial number and downloading build 7119 to install. This of course doesn't solve the CD not auto starting, but you will at lest have the latest build and be able to install quite easily.

The download is about 300MB though.

Acronis TIH-2012 quit working.  I have used Acronis backup software for many years and have been using Ture Image Home 2012 (TIH-2012) for several months. However after the latest build was dowloanded I could no longer open TIH-2012. Thus, I went to my Control Panel and uninstalled all my Acronis software. Then I did a new install of Acronis TIH 2012. Now I can do backups but there seems to be multiple problems, e.g. (i) Non-Stop backup does not continue and I have to keep restaring it but then it stops again, (ii) when I try to consoliate incremental files, I get a message that this operation failed.

My computer is running Windows Ultimate 64 bit.
What do I need to do to get a good install of Acronis TIH-2012 so that it starts working properly?

Myron,

Export your tasks then uninstall completely, reboot and re-install, import your tasks and all should be well again.

I am getting the vididr.sys error during install. If i do not close the install I can use Acronis (when I cancel it rolls back). Tried to extract to a folder but each time it does so, no contents are there. Attached is my log, any or all help is appreciated.

Colin B wrote:

@Altani,

Your problem seems to be the same as Ahmed's.

1. Make sure your temp folder is cleared - click WinButton + r type in '%temp% delete all the files that Windows will allow.
2. Right click the TIH installer file and select 'Run as Administrator' - Whilst this is running, open up the temp folder and find the folder that houses the actual MSI installer - it will have a folder name similar to "1656EA9A-5C66-4428-BE73-69EB39A421F6". It won't have the same ID but it gives you an idea which type of folders in the temp directory you should mouse over.

If #2 fails, try running the MSI installer directly.

If that fails try selecting the install for single user only.

If that also fails - take a deep breath, make a cup of tea and headbutt the wall - also contact support either via Chat or email - take headache tablet.

@Olli,

Yours' also seems to be stopping at the same spot as Ahmed's and others, try the above.

@bpoles,

Have you had the Plus Pack for 2011 installed? If so make sure you uninstall it, reboot, then try installing 2012.

@Donald,
Have you tried running as Admin as I mentioned above and also have you tried installing for single user rather than all users? Make sure your firewall is suspended and AV in case they are blocking the device installation.

Thanks Colin B, this worked out fine for me. See "SOLUTION" below.

I had the following issue (trying to upgrade my Acronis True Image Home 2012 installation to 2013):

1. I got the following message when running ATIH2013_5551_en-US.exe: "Cannot remove the following components, because they were installed for the current user only: Acronis True Image Home 2012 (version 15.0.7133). Please uninstall them manually and try again."

2. I started the uninstall of the installed Acronis True Image Home 2012 and the install crashes in the end (during roll-back).

3. I downloaded the cleanup tool: ATIH_CleanUp_2012.exe and ran that and made sure I removed the registry entries stated on the support page on the web.

4. After rebooting and running ATIH2013_5551_en-US.exe to install Acronis True Image Home 2013 I got the same message as stated earlier: "Cannot remove the following components, because they were installed for the current user only: Acronis True Image Home 2012 (version 15.0.7133). Please uninstall them manually and try again."

5. Now I had no version of Acronis True Image Home installed on the computer.

SOLUTION:

I opened my %temp% folder and watched for changes after running the ATIH2013_5551_en-US.exe install file. I found these new files:

- AcronisTrueImage.msi
- atih_installer_shell_standard.exe
- libcrypto10.dll
- libssl10.sll

I closed the opened install window and moved the four new files to another folder and ran AcronisTrueImage.msi. Using this file I was able to install the software.

Hello, I'm new to Acronis and am having alot of difficulties installing Acronis True Image Home 2012. Installation keeps failing and it rolls back no matter which drive it's being installed on.

Attach the 2 files as requested in the top post.

J Yew,

Have you had a previous version of True Image installed?

Have you checked that your Windows Temp folder is empty?

Hi Colin

I have purchased a retail boxed copy of the 2011 version of True Image Home and upon installation it allowed me to download the 2012 version, but upon entering he activation code I am left running the 2011 version.

Any ideas please how I can get the 2012 version running?

Thank you

You need a serial number (activation code) for 2012. If you had a legitimate 2012 download, login to your Acronis account where you can download your registered products and their serial numbers.

Hi Tuttle, thank you for your reply.

I have checked my account and it is not offering me any serial numbers for the 2012 version. I wonder why it said I was entitled to use 2012 and then allowed me to download it?

Are you sure that it wasn't just the standard advertising offer to download the trial version of 2012?

I guess you could be right..!

Thanks for your help

Martin

I was going to start a backup of an external hard drive with Acronis True Image 2012 which I have been using without problems since last December. I checked for updates before I started and there was one so I told it to download it and install it. The install took forever and then bombed out with a fatal error. Now it won't install the update, it won't let me uninstall it and it won't run either. I just keep getting fatal errors whenever I try to touch it. At this point I am ham-strung and can't back up anything. Is there a manual way to nuke this installation and start over with what I installed in December of last year?

I created a log file as instructed and near the end if it was this:

MSI (s) (D4!FC) [10:48:29:046]: Closing MSIHANDLE (13147) of type 790531 for thread 4860
1: MSIGEN:SendMessageToInstaller: MsiRecordSetStringW succeeded
MSI (s) (D4!FC) [10:48:29:046]: Creating MSIHANDLE (13148) of type 790531 for thread 4860
{94CE7DF3-91C5-4ce0-9675-A8B341A91D8B} fatal MSI (s) (D4!FC) [10:48:29:046]: Closing MSIHANDLE (13148) of type 790531 for thread 4860
MSI (s) (D4!FC) [10:48:29:046]: Closing MSIHANDLE (13145) of type 790531 for thread 4860
MSI (s) (D4:F8) [10:48:29:046]: Closing MSIHANDLE (13079) of type 790536 for thread 5460
1: MSIGEN:SendMessageToInstaller: message sent
MSI (s) (D4:54) [10:48:29:062]: User policy value 'DisableRollback' is 0
MSI (s) (D4:54) [10:48:29:062]: Machine policy value 'DisableRollback' is 0
Action ended 10:48:29: InstallFinalize. Return value 3.

I would appreciate either a clue as to what it is annoyed with or a manual way to erase this install.

@Daniel

Download the registry cleaner for 2011-2013 located here follow the instructions, then reinstall. Note this will deregister ALL Acronis programs that you may have installed, it will additionally only uninstall True Image 2011-2013.

Colin,

Beautiful! Worked perfectly first time! I have reinstalled and am back up. Thank you for taking time on a weekend to get me the information I needed. I very much appreciate your effort.

Dan

Installed TrueImage 2012 v 6131 - failed because of missing registry entry. Installed the registry key from the KB and re-tried.

Failed again.

Downloaded and installed v 7133, failed to install. Suggested uninstalling previous version.

Uninstalled previous version, tried install again, failed again. KB had nothing to offer.

Error log attached.

Please advise what I need to do to get this software that I have paid for to work.

Installed TrueImage 2012 v 6131 - failed because of missing registry entry. Installed the registry key from the KB and re-tried.

Failed again.

Downloaded and installed v 7133, failed to install. Suggested uninstalling previous version.

Uninstalled previous version, tried install again, failed again. KB had nothing to offer.

Error log attached.

Software will start, backup files can be added, but the "Disk Recovery" dialogue box shows nothing in the "Source and Destination" box and the "Recover Now" button remains greyed out.

Please advise what I need to do to get this software that I have paid for to work.

I cannot install my ATI 2009 v10. The install process, using the software I downloaded when I bought this 2009 upgrade, does not accept the activation key I was issued at that time.

The installation software has an ID of ATI Setup 13,0,0,5055. I did once install this product, and immediately uninstalled it as I hated all the changes. So I reverted back to my ATI v9.0 and shelved this upgrade. Now I wish to use it, after getting used to the functionality in ATI Home v2012 which I upgraded onto another XP System.

I don't imagine I will get a resolution via this forum, as I already did a search for ATI 2009 and found no postings about Activation problems. However, I am following the protocol required of this forum, and hope a senior moderator may forward my problem to Tech Support???

Many Thanks

As far as I can remember 2009 didn't require activation.

What OS are you installing it on and what error message are you getting?

Colin:

I'm installing on a Dell with XP Pro SP3.

Maybe I used the wrong term "activation" key instead of Serial Number. What happens is that, as the install process starts, it pauses for Acceptance of the EULA and then the Participation agreement. Just after that it requests the entry of a 64 character product serial number. When I enter mine, the installation response is immediate:

The Serial Number is incorrect. Please enter the correct number.

As I have successfully installed this software before (although I now wonder if I installed as a trial, which is the default if I do not enter a serial number), I wish to resume use of this product - which I purchased but never used.

I believe Tech Support would be better placed to verify this purchase back on 1/31/2008, and verify whether I have the correct Ser No.

Andrew,

If the serial number you have is the same as the one registered in your account then it has to be correct. The fact that it has worked previously means it can't be one of the few that are incorrect and occassionally get issued.

Now I noticed you used the word upgrade, are you using the upgrade installer or the full version installer? If this is an upgrade installer it should ask you for your old serial number as well as your 2009 one.

I also notice you mentioned build v13:5055, this is TIH 2010, are you sure you are using the correct serial number for the correct product?

I would also recommend that you download and install the last build of 2010 which is build 7160 as this had a number of fixes in it.

All your registered serial numbers are available for download from your account, assuming you registered them in the first place. If you didn't, you will need to contact Acronis Sales with all your purchase information so that they can find your serial numbers.

Colin:

Yes, I have an original Ser No. from that upgrade. However, it does not appear that I ever "registered" it, as the online registration profile presented by Acronis, during my initial online Support request process, does not show my ownership of this product. However, as I do have a 64 character Ser No., and a date of purchase, I clearly must have purchased it, and Acronis must have record of my purchase.

I appreciate the time you have taken to respond, and to offer strategies for resolving this matter myself. However, your referral to Acronis Sales has left me scratching my head as I cannot find any link to Sales (support) on the main website - it seems focussed on corporate customers.

Having been an Acronis TI and DD user since 2006, and owner of 4 versions, I am very experienced with interacting with Acronis Support, especially as each version has had its own teething problems. I have also experienced the frustration of trying to get legitimate support after 30 days. (As a 30 year IT professional I am well qualified to judge what is a reasonable support request versus vendor software/release mistakes.)

In this instance I believe I am entitled to receive support in using a version I purchased but shelved for a while because of its exasperating, non-intuitive changes in functionality. I also chose to follow the protocol of posting my issue to the Forum first, and to see when and how I might be referred to a Support person (rather than contacting Megs or Aliya directly). Now that you have recommended that I seek Sales' support, in verifying my ownership and entitlement to use this previous version, would you mind offering me a link or email contact to the Sales Dept.

Again, I thank you for your support and suggestions.......

Andrew,

You stated:

"I cannot install my ATI 2009 v10. The install process, using the software I downloaded when I bought this 2009 upgrade, does not accept the activation key I was issued at that time.

The installation software has an ID of ATI Setup 13,0,0,5055. I did once install this product, and immediately uninstalled it as I hated all the changes. So I reverted back to my ATI v9.0 and shelved this upgrade. Now I wish to use it, after getting used to the functionality in ATI Home v2012 which I upgraded onto another XP System. "

I'm a little confused as to a couple of items you have posted.

ATI 2009 v10 does not make sense. Is it v2009 or v2010 or v10?
ATI setup 13,0,0,5055 is v2010 and would require a v2010 serial number, and a previous version serial number if an upgrade.
ATI v9.0, does this refer to v9 or v2009?

Versions, internal numbers, and release dates for True Image (Home) products:
True Image 2013 - v16 - released in 2012
True Image 2012 - v15 - released in 2011
True Image 2011 - v14 - released in 2010
True Image 2010 - v13 - released in 2009
True Image 2009 - v12 - released in 2008
True Image v11 - not referenced by year in the name - released in 2007
True Image v10 - not referenced by year in the name - released in 2006
True Image v9 - not referenced by year in the name - released in 2005
True Image v8 - not referenced by year in the name - released in 2004 ?
True Image v7 - not referenced by year in the name - released in 2003 ?
True Image v6 - not referenced by year in the name - release in 2003 ?

Be sure you are using the correct serial number with the correct installation file or CD.

Register your "un-registered serial number into your Acronis account, and then check your "My Products and Downloads" list for any changes. If you can not determine which product installation file belongs with which serial number, look at each registered products' serial numbers to determine what you have purchased and registered. You should be able to download the most current installer for any registered version.

I bought an Boxed version 2012 yesterday,and I upgraded to windows 8,but I am not able to install Acronis on my computer.
The Error say the program is not compatible with your windows version.
And I get directed to the Acronis website to buy another upgrade for $29
I think in myself what's going on.
I pay 49,99 for the boxed version,and it won,t even install.
What do I have to do now.
claus.

Claus,

You need to return the boxed version to your retailer either for a refund or exchange it for 2013. Only TI 2013 is Windows 8 compatible.

TIH 2012 was superceded around August 2012, so your retailer has very old stock.

If you do exchange or decide to use 2012 on a non W8 system, make sure you register your serial number to your account and download the build that appears there if your shop bought build is not the latest.

Thank you :p

James F:

Before I post my feedback on the support you offered, may first say how much I appreciated yours and Colin's Support emails. I recognize that you invested quite some time in composing your detailed response, including the history of ATI versions over the years. Unfortunately, I cannot relate to this table as I'm having to recall events from 2008 - over 7 years ago! Although I maintained documentation, emails and purchase orders going back Sept 2006, Acronis did not help my cause back then by failing to email me a Registration Confirmation which I requested it on 9/29/2006 and 10/5/2006. I believe it was Aleksander Nevskiy who never responded.

Let me also say that I am quite a seasoned IT professional, having dealt with ATI for 9 years now, starting off with my reporting MBR corruption in the Disk Cloning function in Acronis True Image 9.0 Home.

And in view of the unproductive support I've received from the forum (in the sense that no recommendations have worked) MAY I request that this matter be finally escalated to Acronis Billing support. My reasons for this escalation request are detailed below.

When I launched this Support request to the forum on 2/6/2013, I envisaged that my registration query could be sorted our by Acronis Technical Support in 5 mins. However, as I stated in my original email, I decided I would try and follow PROTOCOL by posting my request on the Forum (and not emailing Acronis management directly, as I have had to in the past). I envisaged that someone amongst the senior volunteers on the Forum would realize that my request could be readily answered by Tech Support in a few minutes. In fact, after 3 emails, Colin recommended that I contact Sales on the main webpage! Yet my attempts to find a simple email avenue to Sales was not possible; all the links seem directed to corporate customers and corporate queries.

You, in turn, took over from Colin and offered your detailed response, culmination in a recommendation that I Log onto my Account and Register / Deregister my product key. However, my attempts to register this upgrade key I purchased in 2008 is NOT being recognized by the Registration system; i.e. it generates an error msg about the key being invalid.

So, unfortunately James, that avenue is also exhausted!. Meanwhile, I am sitting here with a Product Key of 64 characters that I DID NOT dream up out of mid-air. I also indicated on 12-6-2012 that I needed to do a backup urgently. After this complicated, inefficient, and unproductive Support process (versus a 5 min chat with someone in Billing at Acronis), I have resorted to using AOMEI Data Backuper, a fine freeware product that can do all the essentials of ATIH including Cloning. In fact, its interface is so intuitive, I reckon that Acronis engineers could learn quite a few lessons about GUIs from this up-and-coming competitor.

So my bottom line is, that I wish to use my ATIH v10 from 2009 which I paid for, but have never used properly.

Hi Andrew,
Perhaps there is a mis-understanding regarding the postings made on the forum This is an attempt to assist by clarification.

When you post on the forum, 99% of the time, you are being helped NOT BY Acronis personnel but by fellow users and volunteers. James, Colin and myself are NOT employed by Acronis. Our volunteer postings in the past have been an attempt to assist you with your issues. If you want assistance directly from Acronis personnel, this is only available by direct contact with them via their support links. These details are listed in the members agreement which you agreed to when you become a member of the forum. Acronis does monitor the forum (on occasion) but a posting on the forum does not guarantee a response from Acronis.
----------------------------------------
Here are some contact links.

Here is one method to try in obtaining your serial number.
Retrieve your serial number
(the email address in use by you at time of purchase is needed.)
http://www.acronis.com/support/recovery-sn.html

You indicate you have a 64 digit serial number. The 64 digits began with version 2009 and more recent. Serial numbers for version 9-10-11 ( all prior to version 2009) were 20 character serials.

Serial numbers for purchased versions are emailed from Acronis sales agent to the purchaser. It is the purchaser's responsibility to register the serial number. Acronis will assist when requested via official support channels. Registering your product provides access to the downloads/updates for that particular purchase.

----------------------------------
Submit feedback to Acronis. (If you want to provide feedback to Acronis, they do provide a method for this to be done but posting on the forum is not part of that method.

http://www.acronis.com/support/feedback.html
-----------------------------------
Suggestions for product features can be submitted at these links.
http://forum.acronis.com/forum/30693
http://forum.acronis.com/forum/35369
----------------------------------
Contact Acronis
http://www.acronis.com/support/contact-us.html

How to get support
http://forum.acronis.com/forum/18623
----------------------------------
You can also send a Private Message to any of the Acronis forum Moderators which are Acronis employees. One such link is below for Anton

http://forum.acronis.com/messages/new/71
----------------------------------

In summary, Andrew, I felt it was necessary to cover the topics above for a proper understanding of the help offered by volunteers responding to your request for assistance. MVP volunteers James F. Colin or and myself are NOT employees of Acronis but expending our own time attempting to help you with your issues.

If the link above does not provide you with access to your serial number, then I would suggest you contact Forum Moderator Anton as listed above for assistance.

The product that you purchased in 2009 which has a 64 character serial which you referenced as "ATI Setup 13,0,0,5055." is known as Version 2010, build 5055 released in Sep 2009.. Referring to it as V10 is misleading and confusing and can get you wrong answers to your questions. It should be referred to as Version 2010 build 5055. Once you have your serial number recorded, you should download build 7160 which is the most recent for version 2010. This is available as part of your 2010 purchase.

Don't forget, anytime you need to create a new backup, the user created TrueImage Home Recovery CD is always a good place to start.

All of us volunteers are more than willing to assist where we can but some assistance can only be obtained by you using the proper channels of direct contact.

Good luck.
Grover

Edited for typing errors.

GroverH: Hi!

We have communicated amicably before on this forum.

I note you stressed in your reply that Forum MVP moderators are NOT Acronis employees. Yes, I am aware of this distinction, which is why I carefully used the following wording in my last post: "I envisaged that someone amongst the senior volunteers on the Forum .........."

However, if I was supposed to be chastised then I certainly DO feel chastised. (I guess my attempts to convey considerable appreciation for your team's assistance in my opening paragraph was not sufficient.)

Meanwhile, I am again taken to task for using the incorrect product reference / name. I did try to apologize by way of reminding it was 7 yrs ago when I purchased this upgrade, and likely before there were decent screen grabbers for saving the detail you wish me to reference.

I also previously stated, I did find James' hint of an Acronis online function for displaying my 4 registered product SNs. However it rejected my attempt to enter another Product Key.  It also does not offer another method of registering if you are outside of the 30 day window. (Your offered link only reports the same SN info via email.)

For the record, I did try to follow protocol by:

A) Reviewing your List of Guides, and
B) Finding and reviewing Yana's link - "18623: How to get Technical Support: Tips, Tricks and Useful Information" in YOUR list of guides.

However, Yana's grab-bag of Help did NOT mention a higher deity like Anton to whom I might plead my case.  Please note, this link to Yana's article 18623 no longer appears in your List of Guides (although it was there a couple of days ago????)

As I am still in the same situation as I was on 2/6/13, when I first posted this issue, I will forward my support request to Anton and see what he can suggest. 

Hi Andrew,
It was not my intent to chastise you. If my posting came across that way to you, I offer my apologies. That was not my intent!

What I had hoped to accomplish was to find ways of your getting your serial number from the link Acronis provided and to assist you to understand which version of TI you are using so you can get quicker assistance when asking questions on the forum. The registering of the 64 character product key is not time limited. Many users record the key onto the Recovery CD using a Sharpie ink marker.--and the key is always available once it has been registered with Acronis.

My reference to Anton is that he is the Acronis Forum Moderator supervisor. Yana is no longer assigned to forum duties. Her posting #18623 is still listed in my Guides Index as item 1-C. Due to the large number of items listed in the index, it can take it can be hard to find specific items.

If within a couple days from now, if your product key has not been clarified, please post back as to your serial number status. This can be resolved.
Good luck.
Grover

1C

Hello Everyone,

Thank you for your help and your posts.

Andrew, I received your private message and I will get back to you.

Please let us know if you need additional help.

Thank you.

I hope, by starting at the beginning, it will indicate what my problem is and where the correct place to get support should be.

I purchased a version of ATIH 2012 in Nov 2011 (approx)
My computer crashed (Win XP) before ATIH was installed.
The computer was rebuilt in Win7 but I then had problems trying to install / activate.
That was sorted through the forum in the activation topic.(Feb 2013 I think).

As far as I know the install worked and the program loaded but was never used.

Recently I had system crashes and had to have a lot of clean up work done which also involved
going back to previous system levels so I think the ATIH was re-installed.

I now find that ATIH will not load, I double click or right click & run.
It just thinks for a few seconds and does nothing.
I have also found that my Windows Backup / Recovery does exactly the same thing.

I have found other forums discussing this and it could be related to a re-installation option
when asked to link/merge/combine? with Win7 Backup / Restore.

I cannot find references within the Acronis forum but thought it best to query here first as it has the closest fit to the problem.
Other forums have suggested having to uninstall and do some reg editing with a provided software tool.

Is this description enough to identify my problem.
My situation is, having purchased the software but never yet used it so I cannot backup with either ATIH or Win Backup/restore.
The win backup had been loading up until my recent crash and reinstall of ATIH.

Thank you in advance

Dave

There was a problem with the early build of 2011 where integration couldn't be easily reversed and reinstate Windows Backup. this was solved in later builds, I'm having difficulty recalling if 2012 had this problem as well.

What you should try in the first instance is a repair install of 2012, just run the installer again and if it installed into registry correctly in the first place you should see a repair option.

Check in Windows Task Manager and see if any entries for True Image appear twice, if they do, 'killing' one of the processes make bring TI back to life.

If TI were opening correctly you would be able to de-integrate TI and Windows Backup would reappear.

If repairing the TI installation doesn't solve the problem, then uninstalling, running the Acronis Cleaner and then reinstalling would be the next option.

If needed the Acronis Cleaner is here - make sure the instructions are followed. This will also disable though not uninstall any other Acronis products you may have on your system.

Instructions for returning Windows Backup manuallyare here

I purchased True Image Home 2011 w/ plus pack several years ago. Recently I had a computer crash and I wanted to download the program again and reinstall. When I did, it said that I am upgrading from an older version and I must enter my old version serial #. I didn't upgrade originally and I don't own any other versions. It won't let me install.

What gives here?

Qwazi wrote:

I purchased True Image Home 2011 w/ plus pack several years ago. Recently I had a computer crash and I wanted to download the program again and reinstall. When I did, it said that I am upgrading from an older version and I must enter my old version serial #. I didn't upgrade originally and I don't own any other versions. It won't let me install.

What does it say in your Acronis account? Does it say that it is an upgrade licence?

Yes, for some reason it does. But that's not what I purchased since I've never owned an Acronis product before this one. Is it an error on their part??

Contact Acronis to ask.

Had back up failures so went to page which suggested product update. Did this (TI 2013) and clicked to launch at end of 'repair' Computer froze so went to task manager and closed installation (it had finished) and programme. Tried to launch TI from desktop and it advised 'not installed' Checked and it is in programme files. Went back to product update and 'installed' giving my serial number etc., it failed to launch when finished, so I closed that box and tried to launch from desktop - again it failed.
I bought programme 6 -8 weeks ago and have had nothing but problems with it since. I had installation problems at the beginning and I did so much I am not sure how I solved the problem then but after that I started to schedule backups from partitioned C drive to partitioned external drives. Some worked (single backup/clone) and one incremental back up but another incremental back up that worked at the beginning doesn't now and another has never worked, hence the investigation of the problem and attempt to update product - please help before programme and computer go through the window. I chose acronis because it was supposedly easy to use and gets good write ups. I am a very old lady, technically reasonably savy but only to a point, so help please and simple terminology!

I recently moved, and going through some boxes of stuff I found my copy of Acronis True Image Home 2009 that I had purchased but never installed. So, I just now tried installing it on my Acer laptop running Windows 7 and, after it downloaded an update, the installation program gave me the blue screen of death. Will 2009 run on Windows 7, or do I need to just toss it? During the installation I was not prompted to create any log files, but I know there's some kind of dump file that Windows created. If you need to see any log or dump files, tell me what they're named and, if possible, where to find them, and I'll attach them to a reply. Thanks in advance.

Kevin,

Assuming that your version of 2009 is one you purchased from Acronis as against a copy that came with a hard drive, it is only compatible with Vista SP2, so you are out of look.

If your copy was provided by Western Digital or Seagate it should be W7 compatible.