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Acronis True Image 2017 Won't Start / Launch

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I have tried upgrade / doing  a fresh install of ATI 2017 (build 5534) on 3 different machines and on all 3 the program crashes when opening leaving me with a box to describe the issue that goes away when I cancel the error that pops up.  I am on Win 10 64 bit.  Anyone else having this issue and/or what is the right way to troubleshoot?

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Hi Heatvent,

I've seen 2 other posts with this behavior.  I'd reach out to technical support to open a logged case and see if they can help.  I'm sure what Acronis is doing to address this issue at the moment.

In the past, the cleanup tools has worked well though - you could try the cleanup tool recommendation and see if it helps in your case before reaching out to technical support.

Here are the other two threads for reference...

https://forum.acronis.com/forum/124870

https://forum.acronis.com/forum/125134

 

Thanks for the reply.  I did find the first post but when I clicked to link on what to do I got an access denied message.  Re: the cleanup tool, I did not try that yet, but as my post mentions, I did try a fresh install of 2017 (i.e. no 2016 previously installed) so I think their is an issue between ATI and Windows.  I will keep trying things (probably the cleanup tool as well) and see if I can stumble on a solution while Acronis works on their end.

Running the 2016 clean-up tool can fix a lot of problems with a 2017 installation that has gone wrong. It may miss a few things but it is a good starting point.

Ian

heatvent wrote:  Thanks for the reply.  I did find the first post but when I clicked to link on what to do I got an access denied message.

Once you're logged into the forum, you should be able to see the KB articles and other thread posts.  If you're getting access denied, log into your account as well and then try the  link again.

https://account.acronis.com

 

 

I'm having the same issue as heatvent after installing 2017 -- tried it twice now.  I'll attempt the clean-up, too, but this seems more hardware-related and I doubt older conflicting libraries are at fault.  I did have 2016 installed at one time but went back to 2015 since that version never badgered me for a cloud renewal subscription, which I do not need.  I've used Acronis backup for a long time and this is the first time I've really had problems.  

I'm having the same issue as heatvent after installing 2017 -- tried it twice now.  I'll attempt the clean-up, too, but this seems more hardware-related and I doubt older conflicting libraries are at fault.  I did have 2016 installed at one time but went back to 2015 since that version never badgered me for a cloud renewal subscription, which I do not need.  I've used Acronis backup for a long time and this is the first time I've really had problems.  

Frank, welcome to these user forums.

Please see post: https://forum.acronis.com/forum/124870 where this has also been reported and a support ticket with Acronis Support opened but no resolution posted yet.

I would recommend creating an Acronis System Report if possible, assuming that ATIH 2017 got installed sufficiently to allow this, then providing the SystemReport.zip file is less than 20MB, upload it to above post with a note that you are seeing the same problem.  Hopefully the Acronis Engineers will get enough data to work out why this problem is happening for some users.  Note: You should be able to find the option to create the System Report by going through the menu's, i.e. click on Start, All Programs, Acronis, True Image, Tools.

I am having the same issue. 

Fresh install of Windows 10, same day installed TI2016, and after running a backup, ran the TI2017 upgrade, and rebooted. Program will not start, and crashes with an error. As the original poster described: leaving me with a box to describe the issue that goes away when I cancel the error that pops up. 

I re-ran the upgrade choosing to repair the installation, same issue. I then un-installed the program and re-installed, same issue.

John, welcome to these user forums.

I can only reiterate the same advice given to the previous user, follow the other forum post to watch for any update on the open support ticket opened by that user, and submit your own support ticket too to reenforce the need to have this problem resolved as soon as possible.  The more information you can provide the greater the chance of Acronis support identifying what is different about your system that is preventing ATIH 2017 from being launched.

I did open a ticket and a technical support person contacted me, took over my PC and confirmed that it's a "known" bug and will be addressed in the next 2017 update.  Has to do with a Windows 7 specific issue.

Frank,

Interesting - thanks for the feedback - curious to find out what the particular issue is so hopefully there will be a KB article released with more details or information on the specific circumstance that leads to this installation problem - I don't remember seeing similar forum threads in earlier versions  (other than needing to run the cleanup tool in some instances to start with a fresh install).  Personally, I would ask for a refund at this time if you are unable to install and/or use 2017 and would then re-purchase when the next update is released and test again at that time.  If your 1 year support is ticking, but you can't use the product, then you should be able to return it now and purchase when you're actually able to use it.  

Yeah, this is a first for me, too -- problems following an install or update.  And I've used TrueImage and Workstation/Server products for many years, although their Server version is way out of my price range now.  I don't know how long the update to address this issue will take, but I just signed-up on the annual contract thing, so not sure what it would do to ask for a refund.  

I guess I'm a quasi-beta tester now. :)

 

I would contact technical support.  If you're paying for an annual subscription, being able to use it during your subscription time should be an absolute must!  If nothing else, I hope they can credit you time back (extend your subscription the same amount it was unusable).  Definitely add this request to your support case or request a refund until it's resolved.  I'd hate to see you pay for subscription service and not be able to use it.

18623: How to get Technical Support: Tips, Tricks and Useful Information

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We would like to provide you with the important information regarding the support options and ways to receive technical assistance.

Acronis offers four basic support options for Consumer products:

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Reference your current ticket and open a new one under the "customer care" heading if need be.