Black screen on attempting to uninstall Acronis 2010 to upgrade to 2018

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Having bought the upgrade to Acronis 2018 on my new Dell PC I followed the instructions to uninstall Acronis 2010 using the Windows uninstaller. After a few minutes and with the uninstall progress window hanging at 5% to completion, the screen went black. When nothing happened for some hours, I powered off the PC. Several attempts at restarting produced the same black screen - no cursor, no text, nothing. A further attempt to start the PC the following morning was successful.

 

Looking for online advice I installed Revo Uninstaller and had a second attempt to uninstall Acronis 2010. Again the progress window stalled with 5% remaining. This time, however, I had an active window in the background. 12 hours later the progress window was still there and didn't respond to ticking the cancel box. I eventually shut down the PC and on restarting - the return of the black screen. 24 hours later, despite shutting  down the PC and trying to reboot countless times and leaving it on overnight I still have nothing but a black screen - no cursor, no turning circle, no opportunity to select the operations system - just a black screen.

 

I put a ticket in to Acronis and received a reply suggesting amongst other things that I download Clean Up, select a Restore Point, send them screenshots and videos etc etc. I can't do any of these things. I have a black screen. There is nothing on it.

 

The Acronis support agent seems now to have abandoned me. He hasn't replied to my last three emails.

 

As you can imagine, I am far from happy, especially as this a new Dell PC, two weeks old and these problems have been caused merely by trying to upgrade Acronis.

 

Any help and advice welcome.

 

 

Wed, 02/07/2018 - 16:35
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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mvp

Rob, welcome to these User Forums.

Some questions first, so that we understand as much as possible of this situation.

If this is a new Dell computer of only 2 weeks, how did you get ATI 2010 to install on it?  
I am assuming that the Dell came with Windows 10 installed and that this would have objected to installing such an old program as being incompatible?

What components of ATI 2010 did you install?  
Have you enabled the Acronis Startup Recovery Manager or Acronis Secure Zone?

The recommended method of uninstalling any older ATI version would be to try doing so normally via the Windows Control Panel first, where you should uninstall all Acronis programs that may be listed.

The next step would be to download and run the Acronis Cleanup Tool (link in my signature below) (run as Administrator) to remove any other residual files or registry entries etc, followed by doing a full computer restart to complete this cleanup action.

See forum topic: [How to] uninstall a previous installation for a more detailed step-by-step procedure.

Fri, 02/09/2018 - 14:31
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