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Cannot install true image 2017

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hi all

i know this is an issue so I am looking for advice on how to deal with this. At this point I am thinking of running restore to the condition it was when I bought it. Anyway I had installed true image home years ago, I have uninstalled the software, I have turned off true image recovery on boot up. I ran Acronis cleaner. I have gone through the registry and looked for every instance of Acronis. But every time I try to install true image 2017 it says true image home is still installed. I don't know what else to do.

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popellis, have you downloaded and used the Acronis Cleanup Tool?  If not, then please download this from the link in my signature to ensure that you are using the latest version of the tool.  When you run it, ensure that you use 'Run as Administrator' and then do a computer restart when it has finished.

If you still see the same install failure after doing this, then please open a Support Case with Acronis to get them to work with you directly to find out exactly what is preventing the install.

See also KB 57946: Acronis True Image: installation fails with "Some Acronis products must be uninstalled first"  and also KB 33449: Acronis Products: Installation Fails While Installing Over a Previously Deleted Product and also KB 46710: Acronis True Image: Installation Fails in Windows

Thanks Steve

I have run the cleanup tool twice, maybe yours is different. I will also look at those knowledge base articles. This should not be this hard to install new software. I had trouble like this years ago with anti virus software, that is why I started using backup software.

MARK

Mark, the key with the Cleanup Tool is that this has been updated a number of time as new versions of ATIH are released, so you should ensure that you are running the latest one.

Steve

i have submitted this problem to acronis, I have tried the cleanup tool several times even in safe mode. I cannot reinstall the true image home software either. It seems I installed on windows 7 and then upgraded to windows 10. So it will not let me reinstall on windows 10. It is not looking good I may have to restore computer back to original condition.

thanks

Mark

Mark, have you searched for other locations where Acronis information is held on your C: drive, as well as doing a manual check through the Windows registry?

The main locations to check are:

C:\ProgramData\Acronis
C:\Program Files (x86)\Acronis
C:\Program Files (x86)\Common Files\Acronis
C:\Users\[name]\AppData\Local\Acronis
C:\Users\[name]\AppData\Local\VirtualStore\ProgramData\Acronis\
C:\Users\[name]\AppData\Roaming\Acronis

HKCU\Software\Acronis
HKLM\Software\Acronis

Please ensure you have a backup of the Windows Registry before making any changes there!

Nello Steve

I have not found any instances of Aconis in any of those files or in the registry.

the 2 error codes are attached below as one file.

Thanks

Mark

Attachment Size
411794-138646.jpg 113.16 KB

Mark, very strange but from the image I can tell you that is is Acronis True Image 2009 that it causing the problem and a search in the KB throws up one document that might be helpful?

KB 37053: Acronis Products: After Running of Uninstallation of Acronis Product the Entry in Software List Remains.

This in turn will direct you to a MS Fix-It download at Fix problems that block programs from being installed or removed

If the above still doesn't help you to resolve this issue, then please raise a Support Case with Acronis and point them to this forum topic for background information on the actions already tried.

Doesn't look like the cleanup tool looks for 2009 - there's a manual cleanup KB article for 2009 though...

https://kb.acronis.com/content/1623

Wanted to point out the 3rd line in Steve's post above as well as this one is easy to mistake since it's not one that normally sticks out.  Double check that hidden files/folders is enabled as well when you check for the folders (and what's in them if they exist on the machine still).

C:\Program Files (x86)\Common Files\Acronis