TI 2011 Trial - install problem - files don't even unpack....

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L.S.,

After a recent harddisk crash I'd really like to have a good disk imaging program set up to avoid the situation I'm in now. After looking around, reading reviews etc, it looks like Acronis TI is best of breed at the moment, so I was very eager to try it out.

My eagerness has dampened somewhat by now as so far I haven't managed to even get it to attempt an install and contacting support is completely impossible. Customer unfriendly in the extreme.

Steps I've taken:

  • Downloaded the trial install file (3 x from various sources with same results)
  • Tried to run it, but it didn't look like it was doing anything at all.
  • Based on comments found here and in the KB, I emptied the temp folder, that didn't help any.
  • Again, based on comments etc, I turned off my firewall and AV software, tried again and failed again.
  • When I look in detail at what I find in the temp dir after yet some more failed attempts, I can see some files which look to belong with TI. It looks to me as if the install file doesn't unpack correctly and then silently fails to initiate its install sequence. Attached is a screen shot of one such directory within temp.
  • Registered at the site in an attempt to contact customer support and found I can't as I haven't registered the trial product yet - which you can only do *AFTER* installation....... duh...

System details:

  • Clean install of Windows XP SP3 fully up to date with all patches
  • One 'abnormality': Doc & settings is on disk D instead of C
  • Apart from that only some hw drivers and some system security programs (ESET NOD32, Winpatrol etc) have been installed. (Remember, my HD crashed & died, this is a new one)

So far I'm very disappointed by TI and more so by Acronis' attitude. May I remind you that you are trying to sell me a product ?!?!?!? Still, it's hard to find a product which has as many raving reviews and the feature set to match as TI.

This forum post is my last attempt and I sure hope I get a very speedy official response.....

Juliette

Anhang Größe
ti2011_unpack_issue.gif 33.92 KB
Do, 09/16/2010 - 22:13
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Hello Juliette,

Thank you very much for your post and I would like to welcome you to our forum. I will certainly fix this issue for you.

Please accept my apologies for the inconvenience.

It appears that there is a problem with unpacking the Acronis installation executable on your computer. We will need to investigate this issue to get to the bottom of it.

I will send you a private message in a few minutes with an extracted .msi file, so that you can install the program without problems. You will then be able to register it properly and contact our Support team.

Once again, I am very sorry for all the trouble.

Please let me know if you have additional questions.

Thank you.

Mi, 10/06/2010 - 18:49
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Hi Anton,

Thank you for your response. I appreciate that you are trying to help me with this issue, but to be fair... it's a bit too late for that now.

I posted my original question three (3!!!) weeks ago and as I didn't receive any response at all (until now), my trust in the product and more importantly, my trust in your support of the product has been severely damaged.

Moreover, I indicated in my original post I'd need a speedy response as I wanted to take images at various stadia of re-installing my computer. I sincerely hope you didn't think I'd wait three weeks for your response before continuing to install software on my primary workstation ?!?!?

So, thank you, but no thanks. I've taken my business and my money to one of your numerous competitors.

Mi, 10/06/2010 - 23:16
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