True Image 2014 - Doesn't run, can't repair, couldn't uninstall, used clean tool, reinstall failed...
Subject says most of it, but here's the detail
System: Win 7 64-bit fully updated as of 7/Jan/2017; True Image 2014 ?build 6673 - [DOWNGRADE from 2015 authorised personally by the CEO - good work there! - after "disappointment" following upgrade from 2011]
I rarely run the UI but today I wanted to delete some old backups (ATI 2014 scheduiler did correctly make a backup last night!) so I tried to run it.
No UI appeared but the .exe was present in Task Manager - very hard to kill! Tried rerunning the installer to repair but it got stuck at <10%. Killed it, tried again: "another installation" already running... so rebooted and tried again. Same. Repeat reboot and tried uninstall. Also failed (at about the same point as the repair). Looking in %temp% for log info (details zeem encrypted or bizarrely encoded (!)) but did see a message about vddapi.dll or similar not being found.
Used clean tool to remove ATI 2014. Reinstalled, which hung at removing duplicate files. Killed the installer and (?) rebooted. Looked like the install worked because I was able to open a backup file, but explorer then kept locking up. Bizarrely (after another reboot) there is now nothing in the ATI 2014 installation folder (and no association for .tib files) and various reg entries for service startup were deleted - almost as though there was a lingering uninstall somehow, which seems odd given that I used clean tool and had done an install since trying an uninstall.
I guess some recent Windows update has affected things but unless anyone knows which and why it's been far too long since I last ran the UI to try and track it down...
How can I get ATI2014 reinstalled and working again?
Many thanks,
Julian
Julian, welcome to these user forums.
Couple of points to check, do you have the Acronis Startup Recovery Manager or Acronis Secure Zone activated on your system? The ASRM provides an F11 prompt on boot to get into the Acronis recovery environment. ASZ is a partition at the end of your drive used by Acronis to store .TIB files.
If either of these are present then these can prevent an install, to remove them, boot from the ATIH 2014 Rescue Media - you should be able to download this as an .ISO file (to burn to CD) from your Acronis Account assuming you have the full ATIH 2014 and have registered this, if you do not already have this created. The Rescue Media will enable you to remove these functions from outside of Windows.
If you are still seeing problems, then try booting into Windows 7 Safe Mode, and run the Acronis Cleanup Tool in that environment, so that there is no other applications active which may be preventing it doing a full cleanup of the system. See the link to the tool KB document in my signature below, and work through that document for the extra steps that should be taken.
You may want to run a Registry cleanup tool such as CCleaner to ensure that you have no orphaned entries for Acronis.
Hi Steve,
A bit late in responding but thank you for the answer (and for the general welcome); I dont have the secure zone installed but I do have the ASRM.
I already have bootable media but... there is a bug and AFAIR my wireless keyboard doesn't work when booted from that ( everything was OK with ATI 2011, but ceased working when I upgrade to 2014). I am not at home, where I have a wired keyboard that I have previously used when I've needed to do this.
Looks like I'll need to go for the safe mode boot; I already have the cleanup tool. As for CCleaner, I may see what it comes up with but I am generally reluctant to allow such tools to make unsupervised edits to the registry, but if I can work through a limited number that may be the way to go.
Thanks again
Julian
Julian, thanks for the update on this issue.
ASRM will stop the install of a later version so will need to be deactivated first. Rescue Media has very poor support for wireless devices so you should have a USB keyboard / mouse ideally to use when booting from the media.
CCleaner does offer the option to backup changes to the Registry before cleaning up unwanted entries - I used to do so a lot when first using CCleaner but have never needed to undo any changes in all the years I have used it, but safe is better than sorry in these things.
Hi Steve.
I don't have a wired keyboard I can use. How can I deactivate ASRM?
Julian
Julian, the honest answer is 'with a lot of difficulty' without having a wired keyboard as without having ATIH installed within Windows your only other real choice is to use the Rescue Media to boot into the Acronis application and then be able to deactivate ASRM.
It should be possible to rebuild the BCD store / configuration data using other tools which would take away the F11 prompt on boot but wouldn't remove the hidden ATIH application files used by ASRM.
A quick look on Amazon (UK site) shows cheap USB Keyboards available for under £10 (pounds sterling) which would be well worth investing in as I suspect that even the Windows 7 Rescue Media or Install Media might struggle to work with your wireless keyboard should you need to use these resources.