Cant update products
According to this (http://kb.acronis.com/content/1541) knowladgebase article there is no need of uninstaling older version of a product when updateing to newer version. But when trying tu update to the newest 11105 form 10287 i get the error from windows installer that another version of the product is already installed and father instalation is not possible. And since there is no posibilyty to maintain configuration data when uninstalling all centralzed vaults on a storage node will be lost.
How shuld i update without loosing any configuration data?

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Hello,
Could you please provide us with the screenshots of this error message? Please also create system information and attach it as well. You can find the instructions how to create System information report at this thread ("I. Problems under Windows." paragraph).
Thanks,
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Error when runninh StorageNode.msi
With the installer (BackupRecoveryAdvanced.11105_s_en.exe) I can't even get to the module selection becouse it's telling me that some a B&R10 components were instlled using different language, and there for cannot be unistaled automatycly. Wierd I think that i was always downloading en version of the product (and i've checked both 10287 and new 11105 are en versions). This server contaions only the sotrage node.
I've unistaled several components (so or so they don't work as they should) on the server that is being backed up, installed 12087 v of the agend and wonted to update
The module is corectly seen by the installer
But when I click install
Error Details
MSI Log
www.psilon.pl/~marcin/acr/install.msi.log
System information
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Hello Marcin,
Thank you a lot for the provided information. The situation is quite strange and probably related to the language of OS. Could you please submit a support case with short description of the issue and the link to this thread. Please provide me with the case number (you'll receive it in the autoreply e-mail).
I would like to escalate this case to our Experts and Development Team for the investigation.
Thanks,
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If its language related then it is strange because it is windows 2008 in which all languages can be changed (and I also tried to switch full to English with no luck). In fact I have seen applications (server apps from Bentley) which have some problems installing on localized version of the operating system, but switching the system to English even if it was installed in polish (localized) helped. Also the problem with the languages something new, it did not occur to me few days ago when I was first trying to update the products.
And to be clear - there are two servers that I was thing to update.
First one has only storage node as it is the server where backups are stored - it first showed me the exact the same error as the second server. The language error has occurred for the first time today when I did want to prepare the screen shots for you. I did a manual update of this storage node.
Initial install (first server) was: storage node 10287 manually update to 11105.
Second is the server where the full package is installed - this is the main server, and it was first that was supposed to be updated. Because I had some problems with the 10287 version i did a manual install and left the first server with older version of storage node to post this thread. Then after few other problems I uninstalled the 11105 v of windows agent, and installed 10287.
Initial install (second server) was:
Windows Agent 10287, management console 10287, tray monitor 10287, management server 10287
I did a manually upgrade to 11105 (had errors when trying automatic update, so I uninstalled completely, restart, install everything)
Then uninstalled windows agent 11105 and installed 10287.
When I try to install I get the new windows agent using installer I get the errors on second and later screenshots.
It is complicated but I need a working backup and using the new agent it’s impossible (there are other cases for that)
One question a little out of topic is there a way to trace submitted support cases? For now only indication that I can find that i have an open support case is an return email. I have several threads on this forum now and it's getting a little hard to trace what was reported as a case, and what was responded on the forum.
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Hello Marcin,
Thank you for your response.
We recommend you to use the latest build of the program, build # 11105.
Please install the component you fails to install locally. Extract this component (launch the installation file and select Extract installation files) and place it into a folder. Launch the .msi file and wait for the installation to be completed.
When you receive a forum notification, the subject is: Forums :: new comment for your post. The notification also contains a link to a forum thread, for example:
You can view the comment at the following url
http://forum.acronis.com/forum/3186#comment-2944
When you receive an e-mail reply, the title contains the case number.
Thank you.
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Oleg wrote:Hello Marcin,
Thank you for your response.
We recommend you to use the latest build of the program, build # 11105.
Please install the component you fails to install locally. Extract this component (launch the installation file and select Extract installation files) and place it into a folder. Launch the .msi file and wait for the installation to be completed.
If I do as you suggest then I get the first error (firstscreenshot). And yes I know you recomend to use the newest build, but 10287 is working 11105 is not, and I need backups and with 11105 agent I'm not able to do any.
When you receive a forum notification, the subject is: Forums :: new comment for your post. The notification also contains a link to a forum thread, for example:
You can view the comment at the following url
http://forum.acronis.com/forum/3186#comment-2944When you receive an e-mail reply, the title contains the case number.
Thank you.
Thats true for forum posts, bat what about cases submited via mail or livechat? I can't find any indycation on your webpage that shuch support case has beed submited, about what, and so on. Only indication on a submited case is an email with case number.
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Hello all,
Marcin, when you submit a case via livechat or a phone, our operator should provide you with a case number he\she created for you. Otherwise, please ask for it.
All other cases (related to web\e-mail submission) must contain case number in a subject of e-mail we send to you as confirmation for submitted e-mail. When you submit a request, you should receive this letter:
Thank you for contacting Acronis!
We are sending you this letter to assure you that your message has been received, and a new case 00****** was created. Please do not submit your request more than once; multiple submissions generate extra paperwork that simply slows down response times.
Please note that most problems are frequently solved by downloading and installing the latest updates for Acronis software. If you have not done so, please download and install latest build from http://www.acronis.com/homecomputing/support/updates/.
You can also quickly find the answers to your questions in Acronis Support Knowledge Base at http://www.acronis.com/homecomputing/support/kb/.
Thank you again for your consideration and patience.
Best regards,
Acronis Customer Central
Thank you.
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I am having the same problem. This is the third time I have had to upgrade to the latest build. every time I encounter a problem with the Acronis product, the engineer would not resolve the issue. The engineer would just suggest that I upgrade to the latest build of the product. This had happened on two occastions already and I have only started using Acronis for 3 Months. I find this to be unacceptable. I also will not reboot 40 client machines to reinstall the agent. The agent upgrade should not require a reboot of the machine. I can not just reboot 40 production servers at will. When I called for support on Sept 3 and Sept 4, I was on hold in the call queue for more than 60 minutes with NO ONE answering the phone. This product has not been working properly for 3 months. If I cannot get a resolution to the problems, I will request for a refund.
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Currently I'm happy that I had bought only one acronis for only one of my servers. I have it for over 2 months now and encounter only problems, and for now the features are a little better then a freeware solution that I was using till now.
When you encounter a problem the first thing you hear is "upgrade to the latest build", last time I did I lost all my backups plans (thanks god it's only two or three of those), lost access to vaults, restart a few times a production server (which does not make me very happy because I have to force over 50 people to disconnect from the server, or stay long up over night to do it remotely when no one is working). And when I finally did update (manually of course) I found out that 2 things are fixed and 3 other are broken - at least the older build was able to do any backups - the last one fails at the very beginning. For past 2 or 3 months I should have over 8 full backups and almost 40 of incremental ones I have only 3 and 15. I know beta products that are more reliable then this commercial one. But maybe is me, maybe I have a very specific system configuration.
For now I had to find workarounds for the problems that I had and I finally making some progress - alone - because I don't have the time to wait for any answer from the support.
As for disaster recovery (I have not ever tested UR) let's hope all this does not end with a disaster for me :) As for the future don't trust a friends recommendation (but he is using true image 2009 on MS 2003 servers). I have chosen this product and now have to deal with it :)
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Marcin,
I feel your pain. Like I've stated in the post prior to yours, I also get the "upgrade to the latest build" from the Acronis engineers. I do, and same as your situation, it fixes one thing, but another breaks. I have 40 servers to have to upgrade/reboot so I have to kick 200 or more users to perform the upgrades. Now I am stuck at a point where I can't even upgrade because I cannot uninstall the current product (Same problem as in your screen shots). I just think its a buggy product and nothing to do with your system configuration.
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