TrueImage 2017 install fails.

I downloaded the version pointed to by my account (still build 5534), the exe had a slightly different size.  The installation completed but TI crashed on launch (after the elevation prompt). Windows 10 Anniversity.

Faulting application name: TrueImage.exe, version: 20.0.0.5534, time stamp: 0x57b9aaca Faulting module name: KERNELBASE.dll, version: 10.0.14393.0, time stamp: 0x57898e34 Exception code: 0xe06d7363 Fault offset: 0x000d96c2 Faulting process id: 0x854 Faulting application start time: 0x01d2056984cff6d2 Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll Report Id: 5bcd6120-47c2-4f2f-9197-96f8379d1f5d Faulting package full name: Faulting package-relative application ID:

Hi Marcel,

There have been a few posts with people not able to install 2017 at all - Acronis Engineers are looking into it.  However, please try this first and if this doesn't work, you'll want to open a support case with Acronis directly:

To get the full downloader, log into your online account and you should be able to get it from downloads, before attempting to install again though, please go through this process to try and start with a "CLEAN" install...

Stop each of the Acronis (if they are running) from control panel >>> administrative tools >>> right click on "services" and "run as administrator". 

Once services are stopped, if you want, you can copy the following HIDDEN (programdata is a hidden Windows folder - you may need to enable hidden files/fodlers in Windows first) directories and put them somewhere like your desktop temporarily, should you want to attempt to restore them after the install.  Personally, I would just start fresh, but that's up to you. 

C:\ProgramData\Acronis\TrueImageHome\Database

and

C:\ProgramData\Acronis\TrueImageHome\Scripts folder

---------------------------

To run a cleanup and try a fresh install...

1) download the cleanup tool (it works for 2017 even though it still says it's for 2016) 

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   

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 account 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.  

Bobbo,

I appreciate your detailed guide. I get the impression you do this often.  Thanks!

After the cleanup, TI installs.  The SEH exception (0xE06D7363) still occurs when I try to launch it, probably something specific to the W10 Anniversary Update.  I will get in touch with Acronis support.

Once more, thanks for your assistance.

Marcel

Bummer!  Sounds like you have one of these "special" circumstances, but we haven't been made privvy to what the issue is. I do hope techncial support can help out and come up with a work-a-round or a functional installer very soon.  

Have you ever used Sysinternals Windows process monitor?  You could launch it and start the Acronis install until it fails, then stop procmon and scower the logs - not sure if you're into (or up for) testing, but if you are, cool.  

Keep us posted if you find a solution too!

I have opened a support case and sent them all the information they asked for.

As for "special" cirumstances, I have tried to run TI 2017 on 2 different W10 AU systems, with exactly the same behavior.  Acronis wouldn't be the first software company that got caught by surprises served up by Microsoft's W10 updates. This is supposed to be the last Windows OS version, but I am very concerned about the behavioral changes that are introduced through updates that are being applied without the consent by the customer, or even a forewarning about possible consequences.

I encountered the same issue with ATI 2017 upgrade / Windows 10 AU - after several attempts ATI 2017 did install but it always crashes upon launch. Opened support case. It is, however, disconcerting, that this commercial upgrade has been release seemingly without appropriate testing including Windows 10 AU OS.

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Kanstantsin, welcome to these user forums.

ATIH 2017 went through several months of beta testing prior to being launched but this was long before Microsoft released the Windows 10 Anniversary Update.  I still have not received the AU for any of my Windows 10 systems here in the UK and have been running ATIH 2017 from the first beta version to present day, though not without finding some problems, but not show stoppers like this one that either prevents installation or crashes on launch.

Thank you for opening a Support case for this issue, the more of these for the issue, the greater the focus it will get.

My experience is the same as Steves. Nearly all of my Beta testing of ATI 2017 was Win10 Pro 64 with Anerversary update. Hoever, there have been quite a few updates since then and one of those could be causing this problem. I am located in Australia but that should not make any difference.

Other than doing what you have done already I have no suggestions.

Ian

I have 2 physical home systems running Win10 x64 (Pro and education) that had AU installed at the time of my Acronis 2017 upgrades.   I've also built at least 6 VM's for various Acronis testing with the final release of 2017, using the Win10 installer built from the Windows10 Media Creation Too... and all installs have worked just fine (for me).

Really not sure what the choking point is for some here, but have a feeling it's isolated to a handful of systems (when I say a handful, looking at the forum, let's say maybe 10 people out of how many of thousands?).  It is definitely a problem that needs to be resolved, absolutely frustrating for those it is impacting, but something that I'm sure Acronis didn't expect based on those who participated in beta testing.  

Normally, a clean install with the cleanup tool does the trick, but this seems to be a different OS compatibility issue (as at least one person has installed Windows 10 fresh - at least that's what they said) and still having an install issue.  Why would a fresh OS install not resolve this for them, but not be reproduceable by others (like me who have built several fresh Windows 10 isntalls using the AU installer)?  

Hopefully, Acronis will be able to sort this out soon for those impacted.  In the meantime, if they can't get it working, you have the option to request a refund duing the 30 days, and you may want to do that if you're stuck in this situation, and return when they have a resolution, fix or work-a-round.  If it were me, I'd wait it out until the 29th day of my purchase, if no resolution was given, I'd ask for my refund and wait for the next update to see if it was resolved, asking technical support for a trial installer to test before purchasing again. 

Per the KB:  If your current version of Acronis True Image is Acronis True Image 2015 or Acronis True Image 2016, the new version will simply update it; there is no need to remove the old version and reinstall the software. If your current version is older, we recommend that you remove the current version, first.

Right!

Install/upgrade failed several times.  I ended up the running the cleanup tool, then installing TI2017.  Took a couple tries but seems to be working.

I did have to recreate all my backup schemes.

Way to go Acronis.

Becasue the backup scheme data is stored in the database and not in the backup itslef (the *.tib file), if the database is deleted (as it is when you run the cleanup tool), the backup settings are lost. I can reslut in a nasty surprise if you forget to reconfigure one or more tasks (which I have done more than once).

Ian

James,

Take an Acronis upgrade with a grain of salt.  Yes, the KB article says it will work and it does for some (perhaps many).  However, I can't tell you how many times we've pointed people to do a cleanup and fresh install and things have ironed themselves out as a result.  Upgrades are a mixture of whatever shape the original OS and Acronis install already have in place.  If I take a dog turd and bake a cake around it - it's still going to taste like... well, you know.  At some point, troubleshooting becomes a waste of time and it's easier to throw in the towel and go with a clean install, which should ultimately get things in better working shape.  I myself had issues upgrading from 2015 to 2016 and started clean with 2016.  However, I had no issues going from 2016 to 2017 beta 1, then to beta 2 then to the current version.  However, I also started with a fresh install of Windows 10 and had a nice foundation to start with before putting 2016 on my machine.  Even Microsoft upgrades don't always go very well, and when an application is embedded deep into the OS like Acronis is, the

Bobbo_3C0X1 wrote:

..... Even Microsoft upgrades don't always go very well, and when an application is embedded deep into the OS like Acronis is, the

Unforturatly that is so. I had one upgrade to Win 10 Annerversay go so badly that I had to use Acronis to go back to the position before it started. Cannot remember if I had any issues installing ATI 2017 beta or release version.

Ian

(Mod: this may need to be a new thread vs. a bump to the current one.)

After version/image verification problems with the copy pushed by Cleverbridge* causing me to take pause, I've held off installing ATI 2017 until the Media Plug-ins are available. When I ask Acronis Support when that will be, I either get "our team is working on it" or crickets, so I have yet to see any prognosis on when they'll be available...

...or whether, like other ATI 2016 external feature components (e.g., Universal Restore), they're either now bundled into the ATI 2017 builds or otherwise no longer necessary.

Anybody know?

* The build furnished by Cleverbridge was 5532, which Acronis Support disavowed as ever having existed, and its MD5 hash did not match the hash published on the Acronis website. I deleted all the CB downloads as suspect and downloaded fresh from the Acronis website.

Thanks, Skip

Skip, with ATIH 2017 there is no need for separate media plug-ins as these are now built in, and there is no separate Universal Restore download either as this is handled within the GUI by clicking on the same when you will be prompted to download / install the program code needed.  This means that on the Acronis Account downloads page you will only see the main program installer, rescue media ISO file and links to documentation.

Sounds like Cleverbridge may have had a pre-release copy of ATIH 2017 with a build number of 5532 rather than the released 5534 build version on the Acronis site.

Build 5554 appears to have fixed the W10 AU startup crash issue. 

No, unfortunately, it didn't. I have purchased five licenses for my various PCs and notebooks. ATI 2017 properly installed on four of them without any problem. One PC, however, is not at all accepting ATI 2017 (nor ATI 2016). I have tried everything described above. Finally, I have formatted the C: drive, deleted the partitions and started from scratch by installing Windows 10 Pro 64bit. With nothing than the OS on the PC and of course the latest NVidia grafic card driver I tried again to install ATI 2017 build 5554. Initially, it seems to install but hangs at approx. 99% of the installation process (according to the installation progress bar) and the installation is simply not completed. Then nothing happens for hours. When I open the task manager, it shows no activity at all regarding the installation process. Something is stopping the process from completing. Interestingly, ATI 2017 does not appear in the list of installed programs, but shows all entries one would expect in the list of apps in the start menu. If I click on any of the icons simply nothing happens, however a process appears in the task manager. I don't get any error messages. I have contacted ATI support and a case was opended. But they seem to be clueless what the problem could be. I understand that this is an exceptional problem, but it is still frustrating. Any further ideas are highly appreciated!

Berthold, this does seem to be an exceptional problem if 4 out 5 of your PC's and notebooks can install ATIH 2017 successfully but one refuses to do so for both ATIH 2016 & 2017, even after a clean install of Windows 10.

What system is this that is having the problem, i.e. make / model etc and what screen resolution are you running with?

Please keep us informed on any updates from Acronis Support for your case you have open.

Can you post an Acronis Service Report zip file to the forum for us to take a look at (from the problem system)?

If you are getting "The subkey cannot be found" message during installation have a look at the link below:

https://kb.acronis.com/content/58722

You will find in the link another link to a Microsoft Fix It tool that corrects installation issues.  It may be helpful in solving your issue.

Dear Enchantec,

Thank you! I will try this tonight and let you know whether it helped.

Dear Steve,

meanwhile I have tried to re-install, but with the same result. However, I have run sysinternals process monitor, as suggested, which has recorded the entire installation process. I'm not sure what I should be looking for in the log-file to identify any problems. It is approx. 1 GB big and has tons of entries dealing with ATI 2017. I will provide you with the details of my problem system later tonight. I'm running a regular HD resolution.

Best,

Berthold

Dear Enchantech & Steve,

the MS Fixit Tool didn't help, unfortunately. The problem PC is configured as follows:

ASUS P9X79 Deluxe Mainboard
NVidia Gforce GTS 450 (1920X1080 resolution)
8 GB RAM Kingston Modules
Intel Core i7 3820
Intel SSD 250 GB
Windows 10 Pro 64-bit (Anniversary Update)

Any further ideas are welcome.

Best regards,

Berthold
 

Berthold, did you open a support case with Acronis for this yet.  With your 2017 license you get a year of tech support. This looks like it needs some Acronis investigation as the subkey error appears to be a known problem and the fix that is currently supplied is not working even on a fresh Windows 10 install.  If you could give them a copy of the 1Gb sysinternal report as well, that might be useful.  They can give you an FTP link to upload to with your support case. 

http://www.acronis.com/en-us/support/contact-us.html

Berthold,

I just read some of the earlier posts - I've sent a PM to support engineer, Ekaterina to ask if she can help take a look. Hopefully someone will reach out to you in the not too distant future. 

Dear Bobbo,

thanks for your message. I have already opened a case and will try to upload the sysinternals procmon report. I have meanwhile been provided with a link to the FTP-server. I will keep you in the loop. Any idea Ekaterina may have is of course highly appreciated!

Best,

Berthold

Hello Berthold,

According to the MSI log, the installation hangs at the stage of checking Acronis Secure Zone (ASZ). Do you remember if you have created ASZ before, with a previous version of Acronis True Image?

The issue might be not with the ASZ itself, but with reading disk/partition structure. To localize the issue I would suggest you to disconnect all the external storage and peripheral devices and reattempt the installation. If it hangs at the end again - terminate the installer from Task Manager after several minutes of waiting.

In addition to Microsoft chkdsk tool, it also worth running "Full Diagnostic Scan" with Intel SSD Toolbox as it may reveal issues that chkdsk is not capable of recognizing.

You can also create a disk image (backup) of the SSD from Acronis bootable media (get the bootable ISO from the account page) and update the firmware of the SSD (if an update is available) with Intel SSD Toolbox, then reattempt the installation of Acronis True Image in Windows.

Acronis Disk Report could be helpful in further investigation. It would show if there is an existing partition with ASZ type or not. If there is - consider the possibility of deleting it as it must be somehow damaged and preventing the installation of Acronis True Image 2017. Of course, all the backups stored there would be gone, but that may help with the installation issue.

I am sure that we will finally get it fixed for you and you will be able to install and use the program normally. Please stay in contact with my colleagues from German Support Team.

Regards,

Slava

Dear Slava,

thank you for your answer! Highly appreciated! Here are my comments:

ASZ: I'm not sure whether I created one in the past. However, I formatted the C:-drive and deleted all existing partitions, recreated the necessary partitions with Windows 10 clean install and did a full clean install of Windows 10 Pro 64bit. Wouldn't that process have wiped-out any existing ASZ? I also updated the BIOS of my motherboard, just in case that somehow this would have been the reason of the problem, but it didn't help to solve the problem.

There are no peripherals other than a monitor, a mouse and a keyboard as well as a connection to the network via a patch cable.

I did run chkdsk, which did not reveal any problems. Interestingly, the Intel Tool Box appears to have a problem reading the SSD. It goes on forever trying to read the SSD. I also ran a MS tool to identify any missing or corrupted system files. The tool did not detect any problems.

I have been able to create a back-up to my NAS using an Acronis Recovery CD. I have also downloaded the Intel Firmware Upgrade Tool and created a bootable image. I have not yet tried to look for a more recent firmware for my SSD drive, but have planned to do that tonight. If there is one, I will install it and afterwards play-back the Acronis image. Update: I ran the Intel firmware update tool, but the firmware of my SSD is up to date.

I have also been able to create a Acronis system report with the Acronis Recovery CD. I will try to upload it to the Acronis FTP-Server tonight. Update: I uploaded the report to the Acronis server.

Thanks a lot for your various ideas/tips. I will report back about any progress.

Best regards,

Berthold

I seem to have the same problem as Berthold.  I have 3 PCs and this failure is only on one of them.  

No error message at all!

The problem PC is an ASUS homegrown I5 4670 3.4GHz, 8GB RAM, Win-10-Pro, Samsung 500 SSD, basic, generic system.  AV is disabled, Firewall turned off.

Very frustrating.  I have tried the install several times, running the cleanup tool between each try. 

Raymond

Raymond, I would recommend opening a support ticket directly with Acronis for help on this install issue if you have tried the various advice in this topic without any success.

Have you had any previous versions of Acronis True Image installed on the problem PC - if so, then I would recommend downloading the Acronis Cleanup Tool from the link in my signature below, then run this as Administrator to remove all residue of Acronis software - complete this action by restarting the computer, then try installing the software again.

I have the same problem with True Image 2018 on Windows 10 64-bit.  I ran the Cleanup Tool utility and did the Registry changes but even with no Acronis products installed, the 2018 edition stops with a Windows error and quits. I noticed that after removing all known traces of Acronis with the Cleanup Tool, there are two services that are still in place:

• Acronis Active Protection (TM) Service 
• Acronis Restore Anywhere Assistant

Has support resolved your problem with True Image 2017?

Philip, welcome to these User Forums.

If you are still seeing Acronis services present / active after running the Cleanup Tool, then the first check is to ensure that you are using the very latest version of this tool, this has been updated numerous times over the past year since this topic was introduced.

Next, when running the Cleanup Tool, please ensure that you are running as Administrator.

See forum topic: [How to] uninstall a previous installation which goes into a whole lot more detail of removing old versions of the product.

If you are still seeing a problem, then please open a Support Case direct with Acronis for this and allow them to investigate this with you to determine why the install is failing.