What to do if you cannot contact support or have an issue with an existing case
PLEASE DO NOT POST YOUR TECHNICAL ISSUE REQUESTS HERE, THIS POST IS FOR RESOLVING CASES ISSUES/DELAYS THAT YOU HAVE OPENED WITH ACRONIS SUPPORT
Dear Acronis Customers,
If for some reason you have difficulties getting in touch with our Support team I would appreciate if you could either check this sticky thread or our Knowledge Base article.
If you have an existing case and would like to share your thoughts about it with us please post here.
Thank you.
PLEASE DO NOT POST YOUR TECHNICAL ISSUE REQUESTS HERE, THIS POST IS FOR RESOLVING CASES ISSUES/DELAYS THAT YOU HAVE OPENED WITH ACRONIS SUPPORT
Hello Brian,
Thank you for your post. I will definitely help you with this issue.
I have updated the case with additional information and notified our Management team about the delay. I am very sorry for any inconvenience.
Have you tried contacting our Chat support to resolve the installation issue?
Looking forward to your reply and if you have additional questions about your case feel free to contact me directly.
Please let me know if you have additional questions.
Thank you.
Thank you - issue now completely resolved - thank you for your prompt response and excellent support.
Hi,
We have contacted Acronis chat support on 23/10/2011, case: 01345663. Our storage node lost connection to vaults after upgrade from Acronis 10 to 11. The chat support had a remote session to the sever but couldn't fixed the problem. They promised that a higher level support will contact us in 3 business days, but nothing happened. We called support on 27/11/2011 and they said that they were working on our issue and would contact us tomorrow. Nothing. We filed a complaint 2 days later through feedback system. Nothing. Its now end of the day 31/10/2011 and not a single word form the support about our problem??
Kind regards
S. Podunavac
Hello Simo,
Thank you for your feedback. I will definitely help you.
Please accept my apologies for the delay. I checked the case and we are currently working on the issue. I have notified our Management team and we will get back to you shortly.
If you have additional questions about the case feel free to contact me directly.
Please let me know if you have additional questions.
Thank you.
[Case 01319618] AcronisInfo fails with Windows Error [ ref:00D3Zcb.5005E053b:ref ]
This issue reported on October 10, 2011. As of today, there has not been any action on it. The situation is now critical due to other issues needing to be resolved that are being made more difficult because I cannot provide AcronisInfo output for the support personnel.
Hi Stephen,
Thank you very much for the update. I will take care of this issue for you.
Your case has been escalated to our Expert team and I am going to follow-up with them so that we can help you as fast as possible.
Please accept my apologies for the delay and if you need additional help feel free to contact me directly.
Thank you.
Hi Anton,
The next day after complaining here about Acronis support response, Mr Gurprakash Singh "Expert Support Professional " from corporate support sent us a solution to try. Our problem is lost connection to vaults, which hold important backups required by FSA regulations. We were asked to try reconnecting by first removing the .meta folder from the vault, but the problem remained. I have informed Mr Gurprakash Singh about the result the same day and no wonder haven't heard from him since. This was 7 days ago. Meanwhile I have sent reminder email to corporate support, but no response. We are really losing fate and starting to regret choosing Acronis for our backup solution. We really don't understand why Acronis is not more responsive to their business customers? Its not like you tried everything all to help, all we got is two solutions to try inside 14 days?? We really feel neglected after spending over £3,000 on Acronis licensing.
Kind regards
Sinisa Podunavac
On 7 September 2011 I opened case #01279907. I originally opened up this ticket because we could not backup a 1.5TB partition to our deduplication vault. The rest of the product was working as expected. When I opened this case we were running the latest build of the product. After some initial dialog, we were told that we needed to install a newer version of the product to resolve the issue. When I asked how to get the release to install I was told that it was not yet available. When I wuestioned the availability I was told, "maybe tomorrow, maybe day after, mayne day after that". Eventually we got the new version and installed it. the problem stayed the same. We were then told that we had to completely uninstall and reinstall the product. At that time, we lost all of the tasks that I defined and most of our backup data. OK, I wanted the issue resolved so I did it, However, it made the situation worse. Now we could not back up anything to the dedup vault. We were then told that we had to upgrade our server to a 64-bit operating system to resolve the issue. Management does not just hand out license keys around here. I moved the product to a 64-bit server because the case was dragging on so long. We now sit two (2) months later with a situation worse then when we first opened up the case. Amanda Zandbod and Mgs Suratkal have been copied on just about every e-mail in the case. they have offered nothing more than lip service. I started copying Managers@Acronis.Com on the case e-mails especially the ones where I keep asking when will there be a resolution. I get no replies. We did pay for the product and support. I have never had a support case with any vendor go on for over two (2) months and get worse. What steps can we take to get case 01279907 resolved?
Hello Simo and Paul,
Thank you very much for your comments.
Simo, I just checked the case and Guprakash requested a remote session with you. I am certain that you will be able to get to the bottom of this issue.
Paul, I am very sorry to hear about this issue, I will check with our Management team and get back to you, this situation is totally unacceptable.
Let me know if you have additional questions please.
Thank you.
Acronis corporate support finally arranged a call to have a remote session today at 5:30 UK time, ticket 01345663.
But, would you believe, nobody called. This is not acceptable, I need someone to explain this?
Hello Simo,
We wanted the member of our expert team Gurprakash to contact you and help in resolving this issue. At the last minute Gurprakash took the leave for the personal reasons and due to the weekend we did not have other expert resource to assign your case to. I apologize we were not able to inform you proactively about this. It’s not how we usually operate and corrective actions are taken in order to mitigate such issues in the future. I see Gurprakash called you the other day and fixed the issue. Please let us know if there is anything else we can help you with.
Thanks,
Andrey Zevakhin
Case 01290660
ABR11 Advacned does not work with Red Hat, the only answer we have is the dev team is working on the problem
On going for more then a month
Hi,
The expert team member Gurprakash finally called last week and fixed the issue successfully. It took him two days to fix it by I assume it was an unusual problem.
Thanks very much
Kind regards
S. Podunavac
Hello data center and Simo,
Thank you for your comments.
Simo, we are very glad to know that the issue was fixed. Please let us know if you need additional assistance.
data center, I am really sorry for the delay. The reason for it is that we have created a task for our Development team and they are currently working on this issue. We are very sorry for not getting back to you with an update. We will get back to you with a more detailed update about this issue.
Please let us know if you need additional assistance.
Thank you.
This is essentially a complaint, because I feel I have exhausted every other option available.
We are a Business that has just purchased 3 licenses of the Acronis backup and recovery 11 Virtual edition + dedup + universal restore at a cost of $8,000ish.
We have no special requirements just backup 20-30 VM's to tape each night 5 days a week.
Since installing ABR11 5 weeks ago we have not been able to achieve a successful backup to tape i have spent around 30hrs on the phone to support
(today alone 6hrs).
Oh and the web site says they are experiencing heavy volume (i can see why with this product) and wait times are 10-15mins my average over 6 calls across 2 days was 25mins until answered.
I have lost track of the open cases i have at the moment although they seem to disappear from the helpdesk system even when i ring back 10mins later! the only one that is showing as open at the moment is [Acronis 01396155] PSC: Backups are not been created [ ref:00D3Zcb.5005E3TLG:ref ]
I would rate ABR11 virtual edition as an alpha version (at most) in its current state, and we are using version 11.0.17318.
Support for the product is nil, i have spent about as much time receiving help (if you can call it that) as giving it to the techs for instance:
Nothing works via the management server so one tech told me that i had to schedule 3 backups one from each virtual appliance and separate them "by a few hours..." (stupid i know but i played along)
i asked what happens when vCenter DRS (load balancing) migrates a VM to another host? The response i got was "You will need to edit the backup jobs each time...".
This is the kind of "support" we have been receiving, this guy was just making it up as he went along but most of the time they are just using the KB as the fall back.
All this time i have been thinking if there are so many problems getting the software to preform a simple daily backup then what’s going to happen when attempting a restore?
Ultimately this led to the question will we ever trust this software as THE last line of defence in a disaster scenario? Defiantly not!
So we have given up on the product, i have asked my supplier for a credit but told i must get a return number from Acronis so Acronis can you do this?
.
Hello Tim,
Thank you for your feedback, we really appreciate it and I am very sorry to hear about these issues.
In this specific situation, to avoid issues with DRS I would recommend to remove all your current appliances and deploy one appliance to your vCenter Server as opposed to each ESX host. Also, creating backups of 20-30 virtual machines to tape may take a considerable amount of time, so I would not recommend doing it on daily basis (may interfere with production hours). Instead, do a local backup to some fast storage daily and backup to tape on weekly basis.
All support requests are logged in our internal tracking system. At the moment I can see only two cases and one of them is closed. After submitting a case an automatic follow-up is sent with the new case number. Would you be kind enough to get back to me with those case numbers?
I am terribly sorry about the hold times, we just released several new products, however, we are constantly working on improving our service levels.
I will forward your feedback to our Management team and we will do our best to get this problem resolved. If you need additional help please let me know.
Thank you.
When there is only one agent the backups to the local vault (Fiber channel SAN) takes 15hrs then fails to write to tape (well one VM does then the rest fail)?
Our current backup software (symantec) backs up the same 20-30 machines in about 4-5 hours using the exact same tape drive system (SAS LTO5) (and thats tape not a local 15k spindle drive!).
which im sure you will agree is unexcptable, from your documentation and your very support people i was told multiple time thats the system is supposed to have 1 agent to each host.
When using the 3 agents and backing up the the local storage ABR11 flys and completes the backup in about an hour which is increadable esp given that includes a good dedup and compression, its only then the the job fails when it atempts the "replicate to second location" which is the LOT5 drive the it falls over.
We have tried
*writing them direct to tape with the same result
* a second storage node, one for local vault and one for the tape drive this was problmatic as we needed both machines physically connected to the SAN so a VM was not acceptable we did try with another server backing up only 2 small VM's but as the data must travel between the 2 nodes (local vault to tape vault) it took 24hrs to do only 2 machines (LAN Speed not FC)
*we tried runing a job directly from an agent to tape this worked for one machine but failed when using 2.
* we thought it may hav e been the server so spent a day reformating and reinstalling the OS (w2k8R2) and acronis but got the same result.
All the calls i made i never received any email corraspondance or return calls back i was told on serveral occasions after exausiting all options that it would have to go to the "expert" team and they would call me back, but never did.
I just want the "replicate to second location" (tape) to actually work.
I have a problem with one of our customer which have ABR11. His problems was reported to support:
case 01332622 (problem with tower of hanoi and GFS) - support confirm that this is known issue (no solution)
case 01404442 (problem with custom backup (full + diff backups), similar to first problem) - no answer from support, few times of escalating this case but without effect.
Could anyone help me with that case?
Sure, Martinez.
I've checked both cases and related to it tasks in Development:
Case 01332622 is currently under investigation in Development department. I've requested the update, and here's what we've got from them:
according to the diagnostic info Event logs reveals the following:
The driver detected a controller error on \Device\Harddisk1\DR1.
The driver detected a controller error on \Device\Harddisk2\DR2.
The driver detected a controller error on \Device\Harddisk2\DR3.
Microsoft forum has a discussion related to such problem with USB-drive http://answers.microsoft.com/en-us/windows/forum/windows_7-hardware/the-driver-detected-a-controller-error-on/3502622d-6f09-471f-98d7-2f513a276005
There is problem between USB-drive - controller - driver.
It's important to solve this problem before proceeding with investigation on our end. Can you also ask the Cuustomer, if he can to test backup not on USB-drive. Can he add one more internal HDD and try backup on it? Or may be he can try to backup on some shared folder on another machine?
Case 01404442 is being processed by support at the moment. I have sent a speed-up request, they should update you on the issue state shortly.
I'd appreciate if you could keep us posted regarding the situation with these two cases. Please don't hesitate to contact us via this thread in case of any procrastination with the reply from support's side.
Thank you for cooperation.
Hi Yana
Regarding your I advice for Case 01332622:
I get similar advice from support. Customer do not use any USB device for saving backup at all. He is using network share, so this advice is usless.
BTW My customer is not alone with this issues. Here you are:
http://forum.acronis.com/forum/27144
Regarding Case 01404442
No any answer from support!
Dear,
Case ID: 01323844
Severity: High
Date of submission: Oct 12,2011
Case subject: Bootable media does not see all the SSD drives, Marvell controller 88SE91xx
Acronis product: Acronis Backup & Recovery 11 Advanced Workstation Standard 11
Our case is open for 2 months now! Case severity is HIGH and we already spent a lot of time trying to debug, to give feedback, to create logs, etc. Our case passed from technician to technician at Acronis without any result.
How long do we have to wait for an efficient support (we paid for!)? Can we still hope to receive some professional services from the support team of Acronis and to have a high level technician picking up our problem.
Regards,
Eric.
On November 7, 2011, after three months of working with Acronis to get ABR11 working on 17 servers and spending between 5 and 15 hours per week every week either collecting logs for Acronis or performing various tasks to recover the system from the previous night's failed backup tasks, we chose to abandon ABR11 and return to BackupExec. It is unfortunate that Acronis has released such a dismal product when several of their other products, specifically ABR Workstation, work very well, which is why we went with Acronis in the first place. It is obvious from these forums that I am not alone in this.
Good luck, Acronis. I sincerely hope you have learned from this debacle and will do much better beta and alpha testing of new enterprise products in the future.
Hello Martinez, Eric and Stephen,
We really appreciate your comments.
Martinez, our support representatives have contacted you about the two cases, we are very sorry for the delay.
Eric, thank you for the update. I have contacted our Management team about this.
Stephen, thank you very much for your feedback, please let us know if you need anything.
Please let me know if you have additional questions.
Thank you.
we still have un resolved problem, mail has been going back and forth but still no answer does this product support red hat linux what needs to be done to get the issue resolved
Hi data center,
Thank you very much for your comment.
I believe updated you on the status of your case in another thread yesterday.
I am very sorry for any inconvenience and if you have additional questions please let me know.
Thank you.
Hello Yana & Anton,
I have been trying to get a status update on two cases that have been escalated to the Acronis Expert Team. I requested an updateon the cases last week, and have yet to hear back from support. I understand that they may not have solved the issues yet, however i would like to be kept abreast of their progress (I have to report back to my boss too...).
On 9 December 2011, regarding daily backups failing with a "Network Disconnected" error (see Forum topic #27144 ):
"I am following up on your case 01362697. Due to the complex nature of the issue I am engaging the assistance of our expert team technicians to resolve this issue as quickly as possible. Because this may involve multiple subject matter experts, the investigation may take several days to analyze and resolve. However we will reply back to you with questions or next steps within a few days if not sooner. Should it take longer than this we will periodically update you on the status."
And on 7 December 2011, regarding VM backups not running:
"I am following up on your case 01386982.[...]"
Thank you,
davidb
Hello David,
Thank you for the case #.
I've checked both issues. The both reached Experts team, and currently is in progress: At the moment we are replicating your environment in our labs and are attempting to reproduce the issue. Unfortunately at the moment I cannot say for sure how long it will take, but I have sent a follow-up to the Experts team, they will get in touch with you as soon as they have any update.
Thank you for understanding.
Hello Yana,
I did finally get a reply from the acronis expert team regarding case 01362697. The holidays are an extremely busy time, i have several cases open with Acronis, and i did not reply to the email right away. When i did, i received an email saying i had created a new case. I cannot wait another two months (the case was initially opened late october/early november) to get this case worked on again. It took the expert support team 3 weeks from the time they receive a case to contact me. Please let me know what steps need to be taken to get this issue resolved.
Thanks,
davidb
I also have issues with the responsiveness of Acronis Technical support. My reputation is suffering from recommeding Acronis for our backup needs on the linux side. I need the following case to be resolved quickly but since i submitted it on 01/16/2012, i have not had any proposed steps or solution to even try to fix my issue. i was left hanging in the dark for 5 business days before being told it will be assign to an "expert" (Case is processed by:N/A). When a case is assigned to someone i expect that person to contact me as soon as possible. Especially when the severity is CRITICAL. I have costly projects waiting for this case to be resolved.
Case ID: 01471373.
Thank you for escalating this case for me.
André A.
Hello Andre,
Welcome to our Forum, we're glad to greet you here. I'm sorry for the inconvenience you've faced with support, and the delay with the response.
From the case logs I can see that it's been escalated to the Experts team, and currently they are working on reproducing the issue. I've sent a speed up request to the Experts team, they will get back to you as soon as possible.
Thank you for understanding.
Hello Yana or any other Acronis admins that might be observing:
I've got a case number: Acronis Support Case 01452674 [ref:00D3Zcb.5005Ea3aU:ref] Subject: PSC: Remote Installation Issue
Here's my forums request for help: http://forum.acronis.com/forum/28316
I have had two different "engineers" respond back to me asking if I'm all set with the case. When I reply that I'm still having issues, I get no response. Perhaps you can assist in helping me get this going?
EDIT:
No worries...i resolved it myself. Support system is in need of some improvement.
Hello MP Acronis Admins,
Thank you for notifying and for the update later on.
I'm glad to know that you've solved the problem, but you're right, such situations with support should be investigated.
I've notified the Management team, they will look into the case to find out why this happened, and how to make sure it never happens again.
Thank you for your comment and notification.
Dear Sir. I have been a registered user of Acronis True Image for some time. I contacted support and had a ticket with them last year about an issue with Acronis but now I have a situation where the software is unusable. I started some time ago with version 10 and upgraded to version 11 Home Edition. Backups went well with no issues although installing the software was not problem free. Now I have three large backup files on an external hard disk that cannot be accessed because the software "hangs" when I try to "mount" an image to view the contents of the backup. This forces a hard reset. In addition, running version 11 now also results in the programme hanging during an operation, again forcing a hard reset. I have not been able to back up the contents of my C: drive (500GB) for some time now. Last night I decided to remove Version 11 and attempt to re-install the software to try to resolve the issues but the install routine did not complete, stalling at the "gathering information" part and I was forced to use Max Uninstaller to attempt the removal. Even that programme had trouble and in the end I was forced to go into the Registry to remove Acronis and clean up the process afterward. You will understand that I am now wary of re-installing version 11 and actually I had trouble with the installer during that first upgrade install from version 10! I am wondering if moving to version 2012 Home will solve my issues and allow me to access my backups as well as back the computer. I have Windows XP pro SP3 all up to date via Windows Update and I have a clean system that is regularly defragged. I remain to be convinced aabout whether I should purchase the latest version and await your comments as to whether I should upgrade. Currently, I am unable to email, raise a ticket or use the chat option to contact Acronis. Would really appreciate some help before I give up on this. Thanks for your time. Kind regards, - Lee James
Hello Lee James,
Thank you very much for your post.
Acronis True Image 11 Home is an outdated version which we support only through our Knowledge Base and Forum.
I can recommend the following solution. You can download and install a trial version of Acronis True Image 2012 Home. It is fully functional for 30 days and you can get in touch with our Support team for the duration of the trial period if you run into any issue.
Please take a look at this Knowledge Base article that can assist you with different features in Acronis True Image 2012 Home.
Let me know if you have additional questions please.
Thank you.
Anton,
Thanks for your kind assistance. I downloaded the trial version. I then disabled my antivirus and other running programmes before running the installer.
The installer then stopped with the error - RUNTIME ERROR - C/DOCUMENTS/ ...... (.. the actual full path is missing ..) - THE APPLICATION HAS REQUESTED THE RUNTIME TO TERMINATE IT IN AN UNUSUAL WAY. CONTACT THE SUPPORT TEAM FOR ASSISTANCE -
I noticed that the file you pointed me to and which I download, was the US Version and although the download was 213MB, the actual file downloaded was only 152MB. So I went to the UK website of Acronis and found the European trial version (at 216MB) and downloaded that. Again, the European version download was not the full 213MB.
I tried to run the European version and got the same error.
Note that I have two Serial Numbers, one for the US version which I attempted to install first and one for the European version.
Any help you can be would be appreciated,
Regards,
Lee
Hello Lee,
Thank you for the update.
Since this thread is used primarily to address issues with support and not troubleshoot technical issues, I will contact you via a private message so that we can start working on this problem.
If you would like to communicate with our Forum community, you can post in Acronis True Image 2012 Home section.
Thank you.
I am having a similar issue with lack of response. I have also been contacted by two different people with an automated e-mail asking if the issue is resolved. I have replied back to several of them, and in one case was told they were opening a new case. Here is the e-mail header: Acronis Support Case 01497253 [ref:_00D30Zcb._50050F2mXN:ref] Subject: RE: Acronis Support Case 01477049 Subject: Live Chat[ref:00D3Zcb.5005F0VK2:ref]
I have tried to search this forum for act.exe, which is the program error I receive and I find nothing.
Hello Eric,
Thank you for your comment.
The reason for the new case getting created was because the subject line had been modified. Our internal Customer tracking system opened a new case automatically.
I can see from the case that you our Support engineer is investigating this issue. I will forward your comment to our Management team, I apologize for any inconvenience.
Please let me know if you have additional questions.
Thank you.
Tim,
I appreciate your frustration!! I have at least 100 hours with Acronis tech support as well fighting one issue after another for over a year. What works in acronis works incredibly. I have also had to keep backup exec running to older LTO3 drives just to know I am covered.
I think we have similar setups. ABR 11.0.17318 on Server 2008 R2 Ent. with Hyper-V. I have 4TB of local storage node that I backup to then replicate to an LTO5 drive for offsite. I got no where getting a refund, but I did get an extension on my software maintenance.
I have just recently gotten my backups and Tape vault working which took a clean uninstall then reinstalling with the latest version using only domain credentials (acronis_services).
Every agent on each VM or physical must also use that same domain credential when it is installed. The storage node and vaults all must also use that same domain credential.
Then I turned on encryption on several of my vaults... now, I get "Network Disconnected" errors when it attempts to replicate to the tape. The backup still runs to the main online storage fine.
Have you given up on the product or are you still battling with it -- or maybe ==> resolved this issue??
Hello Kevin,
Thank you for your feedback, we really appreciate it. I am very sorry to hear about the issues with our software.
The "Network Disconnected" error message could be caused by several things. We will need to know your exact setup and take a look at Acronis program logs.
Since this thread is dedicated to support issues, could you open a new thread in Acronis Backup and Recovery section or contact our Support team directly so that we can investigate this problem.
Should you have additional questions about your support cases, please contact me directly.
Thank you.
After I posted here I received an e-mail from Acronis Management saying that my situation was "rare". I continued to work with "Expert Support Team", but the delays between communications got longer and longer. After installing a development release, we still could not get deduplication working in our environment. At that point the Expert Support Team sent me a link to a KB article which said that the maximum allowable for Acronis deduplication is 20 GB per hour. Simple math told me that the initial problem of being unable to backup a 1.5TB partition would now take three (3) days. We fully disclosed our environment and expectations prior to buying this product. Why were we not told of this limitation at that time? If the sales paople did not know this fact, why wasn't I told this on 7 September 2011 when I originally opened case #01279907?
Hello Paul,
I appreciate your update.
Our Expert team is working with our Development team on this problem.
I will forward your comment to our Expert team so that we can clarify this situation for you. I am terribly sorry for the inconvenience.
Please let me know if there is anything else I can do for you.
Thank you.
Could you please change case #01279907? so that the status is NOT Closed / Resolved? This case is in not "Resolved".
Thank you,
Hello Paul!
Thank you for notifying us that the issue's still present!
Unfortunately it's not possible to open a case that has been closed, but I've created a new one for you, it's #01515838. We have sent you a follow up from this case. Please reply to that e-mail with the current issue state, we will be glad to assist you with it.
Let us know if you need anything else.
Thank you!
From your perspective it now looks like case #01279907? was resolved. It looks like a new clock is started on a new case which is a bit misleading. I would be more understanding if we were talking about days instead of months. What reason did the development team give for closing case #01279907?? When should we expect to be able to get the functionality that we paid for? Again, I would be more understanding if we were talking about six days instead of six months.
Hello Paul,
Thank you for clarifying the situation.
We will do our best to clarify it and get back to you with an update.
I am terribly sorry for the inconvenience.
Please let us know if you have additional questions.
Thank you.
I still have the same problem I mentioned before (getting worse, can't run my backup at all) and I was told that my problem was going to be escalated to second level and I have not had a single response since then. I do not know if it is a hardware or software problem and I am not getting any help.
Hello Eric,
Thank you very much for keeping us posted.
I just checked your case # 01497253 and you were sent an update from our Expert team with instructions for resolving this issue.
Could you please get back to us with an update, we would really appreciate it.
Thank you.
Hello Eric,
Thank you very much for keeping us posted.
I just checked your case # 01497253 and you were sent an update from our Expert team with instructions for resolving this issue.
Could you please get back to us with an update, we would really appreciate it.
Thank you.
I did receive the instructions and it was a little confusing and had to reply back twice to get better instructions and some missing files (and the "missing" files don't even exist in the location where I was told to copy them so they are not replacing anything so that's confusing too). I did run the backup successfully before receiving the "missing" files, just replacing the schedul2.exe, but I won't really know if this fixed it permanently unless it never fails again. I'll wait a month or so to see. However, I was disappointed that the last 2 emails I received told me that if this did not fix it (a software that has worked fine until recently, and I can't think of anything that has changed on my PC), I would need to pay money to upgrade to the newer version!