True Image 2013 will not install
purchased the full version of True Image online, get as far as entering my serial number and checking the activation box, click next for the 'summary' window. When I click 'next' to install the product, almost immediately it gives me "error: Installation has failed. The system cannot find the file specified." Installation stops at this point. I've tried re-downloading the full software and rebooting my pc, no luck.
my machine, HP Pavilion dv6, 8gb ram, 640gb hd, Win 7 64-bit.
attached is the error log file.
Any help greatly appreciated!
Thanks in advance,
Jeff
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| acronistrueimage.msi_.zip | 577.66 KB |
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Thanks for the reply James,
tried the steps you listed... starts installation, then fails with "Installation has failed. Fatal error during installation."
attached error log file.
Thanks in advance,
Jeff
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| 109021-103033.zip | 580.22 KB |
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Try running the 2013 cleanup utility http://kb.acronis.com/content/34876. Do not let the cleanup utility reboot your system. Check the registry entries referenced first. After running the cleanup utility following all the directions carefully, restart your system, and perform the steps above to clean your temp folder again, then try the install again.
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James,
used the cleanup utility, ran the steps above and rebooted... the install got as far as 'installing... registering components.' then rolled back and gave me the same errors as the second try.
attached log file.
Thanks in advance,
Jeff
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|---|---|
| 109030-103036.zip | 576.83 KB |
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Jeff,
I can see the failing entry in the log, but not the cause :( .
Try extracting the MSI installer by right clicking on the install menu and selecting 'extract' . Right click on th einstaller file and select Run As Administrator andsee if you are successful. As James mentioned make sure your temp folder is as empty as Windows will allow, it might also help if you temporarily disable your firewall and AV software as sometimes they prevent TI from installing properly.
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Well - after deinstall of TIH2012 and CleanUp ( with the 2013-Tool) and emtying Temp-Folders and cleaning Registry and deactivating Antivirus and this
>Then, right-click on the downloaded installation file, click on Properties. On the General tab near the bottom, check to see if you have an Unblock button. If you do, then click it to Unblock the file. Close the properties windows, and try the install again<
it still did not work - until I deactivated the Windows-Firewall!!! ( I do not have other software-Firewall!)
After that the Com Surrogate problem reappeared - unteil I made several reboots and deactivated the following autostarts
HKLM:Run AcronisTibMounterMonitor Acronis C:\Program Files (x86)\Common Files\Acronis\TibMounter\TibMounterMonitor.exe
HKLM:Run AcronisTimounterMonitor C:\Program Files (x86)\Acronis\TrueImageHome\TimounterMonitor.exe
Directory VersionsPageShellExt Acronis C:\Program Files (x86)\Acronis\TrueImageHome\x64\versions_page.dll
File VersionsPageShellExt Acronis C:\Program Files (x86)\Acronis\TrueImageHome\x64\versions_page.dll
Since then I got the Com Surrogate thing again several times inclusive freezes etc - not at present - will have to see if it will be gone for good after more reboots...........
Update: did not hold - hope this does the trick
http://www.wintotal.de/tipparchiv/?id=1401
Note: with Winx64 you will have to go to the SysWOW64 for the dllhost.exe
And just now I got another ComSurrogate-Mistake-Window............how nice after 3 hours work for this TIH2013.........
In case no help that really helps comes - I will go back to TIH2012 via Windows-Restore or Image!
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Update: have given up
Made WindowsRestore and everything is working fine and as it should - with TIH2012!
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That installation log is hard to follow, but it looks like fltsrv.sys could not be installed properly.
If I read this section correctly:
1: MSI_TRACE(fltsrv): Cancel postponed deletion of file '\??\C:\Windows\system32\DRIVERS\fltsrv.sys': status 0
MSI (s) (24!94) [13:31:54:607]: Closing MSIHANDLE (43069) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:093]: Creating MSIHANDLE (43070) of type 790531 for thread 6036
1: MSI_TRACE(fltsrv): HiddenStorageFilterMgmt1022::TakeApiControl failed with status 0xE0000001
MSI (s) (24!94) [13:31:55:094]: Closing MSIHANDLE (43070) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:094]: Creating MSIHANDLE (43071) of type 790531 for thread 6036
1: MSI_TRACE(fltsrv): Service fltsrv has been started with status 31
MSI (s) (24!94) [13:31:55:095]: Closing MSIHANDLE (43071) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:095]: Creating MSIHANDLE (43072) of type 790531 for thread 6036
1: MSI_TRACE(fltsrv): Failed to install: status 31.
MSI (s) (24!94) [13:31:55:095]: Closing MSIHANDLE (43072) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:096]: Creating MSIHANDLE (43073) of type 790531 for thread 6036
1: MSI_TRACE(fltsrv): Action handler failed with status 31.
MSI (s) (24!94) [13:31:55:096]: Closing MSIHANDLE (43073) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:097]: Creating MSIHANDLE (43074) of type 790531 for thread 6036
1: MSI_TRACE(fltsrv): Operation failed with status 31
MSI (s) (24!94) [13:31:55:098]: Closing MSIHANDLE (43074) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:098]: Creating MSIHANDLE (43075) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:098]: Creating MSIHANDLE (43076) of type 790531 for thread 6036
1: MSIGEN:SendMessageToInstaller: started
MSI (s) (24!94) [13:31:55:098]: Closing MSIHANDLE (43076) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:099]: Creating MSIHANDLE (43077) of type 790531 for thread 6036
1: MSIGEN:SendMessageToInstaller: MsiCreateRecord succeeded
MSI (s) (24!94) [13:31:55:099]: Closing MSIHANDLE (43077) of type 790531 for thread 6036
1: MSIGEN:SendMessageToInstaller: MsiRecordSetStringW succeeded
MSI (s) (24!94) [13:31:55:100]: Creating MSIHANDLE (43078) of type 790531 for thread 6036
{09FC4C04-FD7F-4f4c-967A-62597EBA9218} Common::Error (Base64) = 77u/PD94bMSI (s) (24!94) [13:31:55:101]: Closing MSIHANDLE (43078) of type 790531 for thread 6036
MSI (s) (24!94) [13:31:55:101]: Closing MSIHANDLE (43075) of type 790531 for thread 6036
1: MSIGEN:SendMessageToInstaller: message sent
MSI (s) (24:BC) [13:31:55:147]: Closing MSIHANDLE (43040) of type 790536 for thread 5464
CustomAction _USRCUSTACT_MsiFltSrvInstall_fltsrv_component returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (24:58) [13:31:55:163]: User policy value 'DisableRollback' is 0
MSI (s) (24:58) [13:31:55:163]: Machine policy value 'DisableRollback' is 0
Action ended 13:31:55: InstallFinalize. Return value 3.
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Hello Everyone,
Thank you for using Acronis software.
First, I want James F and Colin B thank you for your help.
The best way to solve installation problems quickly is to contact our Acronis support. If you have already created an MSI to log or saved, this is a good help to identify the problem and solve it. Find more information about these steps in our Customer Handbook.
If there is anything else, we can do for you, please let me know.
Thank you.
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I purchased True Image 2013 and it will not install, when I contacted tech support they said the serial number does not go with the true image 2013 but with the enterprise edition. Chat support told me on Monday to return it to the store but they will not take it back because the packaging was opened, after I told them that they disconnected the chat. Today called the support phone number and tech support told me to contact chat, I told them I did and what happened they hung up. What do I do now???
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rszmit,
What store did you purchase from, was it an authorised outlet? Did you print off the Chat session and take it with you, and what country do you live in?
Was this a CD based purchase or online? I thought with a CD it comes with a code that when entered into your account sends you an email with the serial number.
Did Acronis support explain what they meant by 'Enterprise ' edition'? There is to my knowledge no such thing as True Image Enterprise, but there are programs aimed at corporations and managed IT solutions which are sold as ABR11.5 in various forms.
***edited typing errors***
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Hello rszmit,
welcome to our forum!
Colin, thank you for helping!
rszmit, unfortunately I cannot find a chat session you are referring to. Could you please send me the email address, you used to contact support, and your serial numbers (old and new one) via PM, so that I can check everything?
Thank you in advance!
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Hi guys problem solved. Tech support called me and everything is taken care of. It was purchased from a computer store by me. Instead of using the disk we downloaded from the web.
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rszmit, gald to hear it!
Let me know if you have any additional questions.
Thank you.
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