True Image 2017 is unstable and unusable. Can I get a refund? Is it safe to go back to True Image 2014?
Hi - I just purchased three licenses to True Image 2017, and it's ridiculously buggy - I am seeing far too many problems to feel safe using it as my sole PC backup generator.
I am running TI 2017 v5554 (patched) on a new Win10x64 PC about a week old.
Just a few things that make TI 2017 totally unusable:
- The UI spontaneously aborts. Not sure if TI is still running properly when this happens.
- The UI doesn't necessarily agree with what is running. For example, I tried starting Try & Decide, and the UI said that it couldn't be started and it showed that T&D wasn't running yet. However, T&D was apparently it was running, which I found out after rebooting my PC.
- The UI windows act weird in a way that I have never seen with MS Windows. A few times when trying to use T&D, the window that popped up was white. When I moved the window to the left side of the screen, I saw the content that should have been in the window start toappear. It was like the content of the window was on a hidden background fixed location on the screen, and moving the TI 2017 GUI window around wiped away the forground and acted like a looking glass onto the hidden content when it was over it.
- While those are REALLY annoying, I can't even store any backups to my NAS drive anymore, which makes 2017 totally useless for me. I have installed the TI 2017 patch that is supposed to enable password validation to the NAS (It sort of works). However, the NAS password connection doesn't seem stable, and I sometimes still have to re-enter the password. I installed the recommended v5554 patch for the NAS password. I have tried multiple methods to connect to the NAS drive, including using the NAS's IP address. I NEVER had a problem with this when using TI 2014.
- My NAS is reporting that it is blocking access to my PC when it is creating an incremental backup. Again, I NEVER had a problem with this when using TI 2014.
Is there a way for me to get a refund? I can't use TI 2017.
Also, can I uninstall TI 2017, reinstall TI 2014, and then continue with the incremental backups that were created a few days ago?
Alan, did you upgrade directly from ATIH 2014 to the 2017 version? If so, then this goes against the advice in the ATIH 2017 FAQ document shown in the left column of the forums which states:
If you already have Acronis True Image 2016 or Acronis True Image 2015 installed, there is no need to remove the old version and reinstall the software. Start the installation file of Acronis True Image 2017 and install the product. After upgrade, create a new bootable media.
If you already have Acronis True Image 2014 or older versions, you need to delete these first and then install Acronis True Image 2017.
I would recommend uninstalling, using the Cleanup Tool then doing a clean install of 2017 which should resolve all the strange problems you are seeing. Link for cleanup tool below in my signature.
Hi, Steve - Bummer - I already asked for a refund, and my license was cancelled. I can't remember if I did an uninstall of 2014, but I definitely didn't run the cleanup tool.
I guess I could try again, but I don't know if the policy for a return would change if I did a new purchase. Some software companies only allow a single return.
Hey, Steve - I followed your suggestion. I tried installing TI 2017 again after running the TI cleanup tool / procedure, since I still have "trial" time available.
Unfortunately, TI 2017 is still misbehaving.
For example, here are pictures of the Try & Decide window as I move it around my screen:
/system/files/users/232153/acronis_gui_issue_1.png
/system/files/users/232153/acronis_gui_issue_2.png
It does appear that at least one of my network issues may be better - I was able to connect to my NAS server OK with my username/password. I won't know if the other issue (NAS blocking access to my PC) is resolved until the next backup tonight.
Alan
Alan, good to hear that you have got the refund and agree that you can use the 30-day trial period to see if the other issues would be resolved?
I have never needed to use Try & Decide so can't really comment on that aspect of the product, other than just to say that other users have raised issues with it, but not for the GUI side as far as I can remember?
I would suggest opening a Support Case about that issue with Acronis and see if they can figure out why you are seeing as you are? My only question is to ask whether you are using a very high screen resolution as I have a tentative memory of some issues in that area with the GUI being raised?
Hope the NAS tests are both successful when you have finished testing the backups later.
Hello Alan,
We do not have a restriction on the number of times you can request refunds for the made purchases. The refund request only needs to be placed within 30 days after the purchase.
If we are talking about Acronis True Image on Windows XP, then it is indeed better for you to stay with Acronis True Image 2014. Newer versions were not optimized for Windows XP.
If it is not Windows XP, then you could try the newest build which is 6116. To get it, open your account page, https://account.acronis.com/#/products, click Downloads under "Acronis True Image" section (not under "Acronis True Image 2017"!) and click "Premium". Active subscription gives you the right to use the Premium subscription, which currently has newer build number (6116) compared to Standard subscription (5554).
And, as Steve said, you can always contact the Support Team at http://www.acronis.com/support/contact-us.html.
Regards,
Slava
Hi, Slava! This is for Win10x64.
Is build v5554 going to be the final build for TI 2017 (non NG)?
From what I see, TI 2017 NG appears to be a subscription-only model. I have purchased many, many products from Acronis over the years, but I will never rent software via a subscription model.
Also, for your information ... When I did try (temporarily) installing TI 2017 NG v6116, it had the some of the same bugs as v5554 - My logon to my NAS folder failed, and the NAS immedately blocked access as a result.
Thanks,
Alan
Hello Alan,
The build 5554, released in September 2016, is definitively not the final update for the non-subscription version of Acronis True Image 2017. We expect an update for both subscription and non-subscription users in about a month from now. It will include fixes that are already present in the NG version and others, for issues that were found after the NG release or were still under investigation at the release time.
The problem with access to NAS devices has many variations and almost all of them have been addressed in the v6116. The only nuance is that if the NAS requires authentication against the root folder first, e.g. \\NAS, and you try to access \\NAS\somepath, the version 6116 returns an error instead of redirecting the authentication request to \\NAS. The upcoming update will have this corrected. Until then you can simply authenticate to the root folder first (e.g. \\NAS or \\ip-address), then the subsequent attempts and scheduled backups should succeed.
Regards,
Slava
Thanks, Slava! Good to know that TI 2017 (non-subscription) will still be getting updates.
Does Acronis TI 2017 NG become unusable/deactivated on all PCs when the subscription expires?
Or, does it just mean that I won't recieve any further software updates when the subscription ends?
If TI 2017 NG will still work, but not be updated when the subscription ends, I would consider purchasing.
Alan, ATIH 2017 NG is a Subscription product only, so if you do not maintain the subscription, then the product reverts to as if it was a Trial product after the trial period has ended, i.e. can be used to Restore / Recovery backups made previously but not to make new ones etc.
You can purchase ATIH 2017 as a perpetual license which will retain full functionality for as long as you can run it on whatever version of Windows you are using - this will receive updates until it reaches its published End of Support date. This will be the equivalent of ATIH 2017 NG Standard version as opposed to the Premium subscription version.
Thanks, Steve - That's what I thought. I will stick with the non-subscription model, then.
Good grief, fresh install on my Mac of Acronis 2017, and an upgrade on my Windows machine from 2015 to 2017. Thought I would go to cloud backup
Neither one works right out of the box. 'Retrieivng information' on the cloud backup on the Mac, and stuck. Windows version hangs on deleting the old disk backup and stuck.
Not interested in spending my time debugging your software. Is it too much to ask that a product works the way you claim it does? Requyesting a refund, will find something else.
David, welcome to these user forums.
Please contact Acronis Support using the link in my signature below as they are the only people who can deal with your request for a refund. We are just users in these forums, so it is not 'our software' as you describe it, just software that we use ourselves and offer help to other users for.