Cannot Change Back-up Options and Cannot Validate after upgrade
I have just upgraded to the TI 2017 New Generation from TI 2016. I had numerous backups set up in 2016 which appear to have been picked-up by 2017. However, I wanted to check to make sure the schedule and schemes were correct, but when I click Options for any back-up I get an error: "Cannot Open Folder." Event code: 0x00AC0041+0x00550011
All the back-up initially showed as Valid, as they did before the upgrade, but if I try to Validate any of them it fails with the error: "Failed to check last versions of the back-up." Event code: 0x006400CF+0x006400DE+0x00640013+0x00AC0041+0x00550011
One thing that upgrade did was it installed the program on my C: Drive (C:\Program Files (x86)\Acronis\TrueImageHome). The 2016 version is on D: (D:\True Image\TrueImageHome) Which is where I really want it. The installer did not ask where it should install it just did it! The installer also left some .tmp files in the old folder. NEW2B7D.tmp, NEW4F0A.tmp, etc. Do these need to be moved to the new folder?
Next back-up is not scheduled until tomorrow morning so I don't know if the schedules are intact or not. I did do a Back Up Now, on one backup, and it completed and validated but I still cannot open the options for it nor can I validate it again. Both fail as above.
I tried creating a new back-up. I chose the partition to back up, but when I choose a back-up location it fails. I tried tusing one of the suggested drives (where most of my backups are located) and I get the cannot open folder error again (I have no problem opening that location with explorer). I am able to open the options on the newly created backup however.
I tried choosing Browse for the backup location, and the program appears to freeze up. I watched it say "Please wait" for well over 5 minutes and it's still going. Clicked the back button and nothing happened. If I click a different back up, I get a warning the settings will be deleted. I say yes and that added backup disappears.
I tried Choosing Acronis cloud as destination and that works OK, although I did not actually perform a backup with that.
I have also tried to back up "Files and Folders" Rather than a partion. No matter what I do with that I get 0 files listed to back up.
Running Windows 10 ver 1607 64-bit


- Log in to post comments

The only option I have is Uninstall.
So I reckon I'll have to do that and re-install? If so, will the settings for the backups be preserved or do I have to start over with that? Also the 2017, being an upgrade, will I need to install 2016 first and then upgrade again to 2017?
- Log in to post comments

Bill Parker wrote:The only option I have is Uninstall.So I reckon I'll have to do that and re-install? If so, will the settings for the backups be preserved or do I have to start over with that? Also the 2017, being an upgrade, will I need to install 2016 first and then upgrade again to 2017?
I would recommend that you run the Acronis True Image Cleanup Utility: https://kb.acronis.com/content/48668
Be careful to follow all instructions, including not allowing the utility to reboot until you've made the Registry edits.
In that case, no, your settings will not be saved.
When you install 2017, you will not have to install 2016 first. As an upgrade purchase you will be prompted for the 2016 serial # and the 2017 serial #.
- Log in to post comments


I did the removal with the clean-up tool, but haven't re-installed yet.
I had a question though be fore I try the upgrade again. I want to make sure that this didn't cause any of the problems.
I purchased the upgrade through a True Image window, not by going to the website. In the process it asked for a log-in. I did that, but I used the wrong address and it actually created a new account. I went ahead with the purchase, downloaded, and installed the upgrade. On first run it showed I was logged in with the address that I had used with 2016. This was before I entered the serial # for the upgrade. So I logged out of the old account and logged in with the new, then entered the serial. All seemed to be well, as far as activation went. But is there any way that might have caused any of my problems? If so I figure I can have Acronis straighten out the two accounts situation before I put in the upgrade.
- Log in to post comments

I don't know the answer to that. You may want to ask Acronis support.
- Log in to post comments

OK, thanks again! I decided to just re-install 2016 for now and I'll investigate further. I'm actually re-thinking the whole subscription and premium thing and may get a refund on that and then get a standard one time upgrade.
- Log in to post comments

You've got 30 days from purchase, so don't wait too long. Any Acronis, license, registration or refund issues should go directly to technical support as they have the access to make those types of changes - in this case, regardless, you want to make sure your account, licenses, and purchases are consolidated unless you intentionally want them separated.
- Log in to post comments