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New update fails

Thread needs solution

Tried to install new update and it failed saying Access denied.  Was working properly before this.

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Hello Ellen,

Welcome to this user forum.  Unfortunately this issue has been raised a number of times recently and been attributed to a number of different causes which include a failed in application upgrade, interference by Security programs (antivirus, antimalware, anti-ransomware...).

The key remedy has been to perform a clean install of this latest build 6569, though some users have needed to disable their security program(s) whilst performing the install.

Perform a clean install of ATIH 2016

First uninstall the program via the Control Panel (or use an uninstaller such as Revo).

Run the Acronis Cleanup Tool (link in my signature below), then restart the computer.
Note: The KB document for the Cleanup Tool refers to checking for entries in the Windows registry - I have ignored this step on the occasions I have used it with no detriment, though if making changes to the registry, I stronly advise either exporting the registry before the change(s), or create a System Restore point, or image the drive for protection.

Reinstall the ATIH software (download a fresh copy from your Acronis Account if needed or if you don't have the latest build version installer).  Run the install as an Administrator (right-click on the installer to take this option).

Note 1: The cleanup tool will remove all your backup tasks and task history.  If you want to protect this information, then open C:\ProgramData\Acronis\TrueImageHome\ in Windows Explorer - this may be hidden on some systems - if so, go to the Folder option in the View pane and enable hidden files & folders).

Save a copy of the Database and Scripts folders to another location to restore back later.

Note 2: In order to restore the above folders & contents, you must stop all Acronis Services & Programs else you will encounter locked files in the Database folder.

See posts: 

https://forum.acronis.com/forum/117642 

https://forum.acronis.com/forum/117816 

https://forum.acronis.com/forum/117702 

https://forum.acronis.com/forum/116800

How important is the update?  Do I really need to go through all of the pain to get it?

It's a hotfix for the most part for a few particular issues.  If you're not having them, it's not necessary to upgrade.

https://forum.acronis.com/forum/117800

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Posts: 250
Comments: 7092

Hello all,

If you are experiencing issue with the update to the latest build (Update installation fails with the message "Access denied"), could you please check that

and send us Acronis System Report as a feedback prior any troubleshooting steps, so that we can find out the root cause of this issue. We would also need Process Monitor Log captured at the moment the error message comes. Please PM me directly, I will sent you detailed instructions on how to collect this log.

Thank you in advance for cooperation!

i cannot install the upgrade 6569. i have the message: acces denied. when i look for the detail, i have an user code error 1603.  when i try to do the upgrade, my security software whas disable.  an idea?

thank you for your response

The 1603 error is a STOP error which is usually the result of one of the following:

You may receive this error message if any one of the following conditions is true:

  • Windows Installer is attempting to install an app that is already installed on your PC.
  • The folder that you are trying to install the Windows Installer package to is encrypted.
  • The drive that contains the folder that you are trying to install the Windows Installer package to is accessed as a substitute drive.
  • The SYSTEM account does not have Full Control permissions on the folder that you are trying to install the Windows Installer package to. You notice the error message because the Windows Installer service uses the SYSTEM account to install software.

 I would suggest that you uninstall the existing True Image application.  Run the cleanup tool and follos the instructions found at the link below:

https://kb.acronis.com/content/48668 Note: tool works with TI 2016

Go to your account on the Support page and download the latest version 6569 of the True Image app, Then install the file as Administrator.

Cannot update to build 6571, same thing happened when the update to build 6569 was released. I have to wonder why this issue repeats itself whenever a new build is released. We shouldn't have to remove True Image and run the cleanup tool before installing each new build. Seems to me that by now this issue should have been solved. Presently, I am stuck and do not wish to have to go through this irritation again. I have this program installed on several computers, all licensed for it, and only one upated without this pain in the ass. Yes, I disabled my antivirus software.

David,

Try "restarting" your PC before upgrading or installing.  Not sure of your OS, but Fastboot only puts the system into hibernation when you shutdown (in most cases as by design).  Pending patches/updates may require a complete shutdown to complete and a "restart" will force that.  Additionally, if there are ongoing backups, that could be an issue.

Personally, after a restart/reboot of my system, I download the full upgrade installer from my account and then right click and "run as administrator" and run the upgrade that way.  I do this for most applications as well as I feel that is the best option for ensuring applicaitons have the necessary acces to system files that may be locked by Windows or where permissions may be an issue.  Try this and see if it helps.  

If not, try the same thing, but first boot into safemode (F8 after reboot in most cases) and then run the installer there and see if it completes successfully or not.  If it does, most likely someting in Windows is preventing the installer from finishing or may have locked files that Acronis can't get access to - this could be unique to your OS though, it's really hard to say at this point so I'm hoping one fo these suggestions will give you some better luck with Acronis updates. 

I have tried all of the steps outlined by Bobbo_3C0X1.  Downloaded the latest build and successfully installed it as administrator.  Nothing I can do seems to get it to work.  I set up a new backup job -- a small folder to backup to an attached drive.  It hangs at the beginning of the "Calculating time to backup."  This is a new HP i7 Win 10 64 bit computer.  I have used Acronis for years--didn't anticipate this!  

Any help would be appreciated!

Ellen,

One of the possible causes of this type of problem lies with the Microsoft Volume Shadow Copy Service VSS which is involved at the start of all backup tasks in order to create a snapshot of the data being included in the backup archive.

One of the Acronis Support Engineers, Slava, recently posted a method of turning of VSS for an individual task so that the Acronis snapshot function is used in stead of VSS.

Please see post: https://forum.acronis.com/forum/45832#comment-346558 for the steps provided by Slava