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TI 2017 Installation Fails: Subkey cannot be found

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When trying to install True Image 2017 (Build 5534), the installation fails with the message "subkey cannot be found".  I am using Windows 10 (latest version), and attempting to install over True Image 2017 so as not to lose my settings.

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Robert - I'd reach out to technical support on this one.  With this being a brand new version, if there are issues getting it installed, Acronis needs to be made aware so they can investigate to identify the cause and fix this if it is a problem with the installer or upgrade process.  Plus, with the new 1 year technical support via chat/email for the perpetual license and the additoin of phone support for those with subscription cloud service, I'd use it to the full advantage and hit them up first.  

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Otherwise, here the the options that have helped others with upgrade issues in 2016.  

If you are installing through the app as an "upgade" , try with the full installer when the app is not running too.

1) Reboot (not shutdown and start) to make sure pending MS patches are not the hold up and to make sure that it's a full restart

2) download the full installer from your account and verify the MD5 checksum to make sure it matches.

3) temporarily disable AV software (just to be on the safe side)

4) run the full installer by right clicking and "run as administrator" even if logged in with an admin account already. 

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If that doesn't work or technical support can't provide a better solution and cleanup is required, take an offline backup of your system first - at least you have a restore point to fall back on then.  At a minimum, you can also disable the Acronis services (if they are running) from control panel >>> administrative tools >>> right click on "services" and "run as administrator". Then copy the following directories somewhere else as a backup in case you want to try restoring them over the default ones that get created after a cleanup and fresh install has taken place.  

C:\ProgramData\Acronis\TrueImageHome\Database

and

C:\ProgramData\Acronis\TrueImageHome\Scripts folder

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And, if If you do need to run a cleanup and try a fresh install...

1) download the cleanup tool (it works for 2017) 

2) right click and "run as administrator" to run it - follow procedures listed in the KB article linked above (you can usually skip the registry checks, I never check them)

3) After cleanup, check for leftover directories (some of these are hidden folders so enable "show hidden folders and files in Windows" and delete them if they exist:

C:\Program Files (x86)\Acronis

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

C:\Program Files\Acronis     

C:\Program Files\Common\Acronis     

C:\ProgramData\Acronis  

%userprofile%\appdata\local\VirtualStore\ProgramData\Acronis\TrueImageHome\Database   (delete the contents inside if there are any)

4) Reboot (not shutdown - if using Windows 10, fastboot may be enabled and you need to reboot to trigger a full shutdown instead of hibernation)

5) download the full installer from your accound and verify the checksum of the file to make sure it matches.

6) temporarily disable Anti virus programs (this may not be necessary, but if you're here already, it's not going to hurt with the process and may help)

7) right click the installer and "run as administrator" even if logged in as an admin

Hopefully it installs correctly.  

 

Problem has been resolved.

Build 5532 is what I originally pulled from the Acronis web site, immediately after buying a new subscription. When I ran that version, during the install process, there was a message that a newer version was available and asked if I wanted to download and intall the newer version. I replied yes.  It was a few minutes later in the installation process that the error popped up.

I went back and tried using the download file again, this time replying NO to the request for the newer version. That install went through correctly. Then using True Image I checked for a newer version, and downloaded and installed build 5534. This time the install was successful.

So apprently the problem occurs when you try to piggy back two version installs.

Glad to hear it.  Seems like an easy enough resolution as well.  thanks for the info. 

I had the same problem for no clear reason (attempted install 2017 over 2016, then after normal uninstallation thereof, with no sucess); but the method worked; also also seem to have succeded with the database transplant operation, although had to boot into the sooper dooper admin account in safe mode in order to to it.

Now to see if various oddites and annoyances of the old 2016 installation will go away ...

So, thanks!