Acronis True Image Home 2020 update hangs
I have been using ATIH 2019. I downloaded the new version today. When I run AcronisTrueImage2020.exe and click on "Update", the process appears to proceed normally until the progress bar is almost to the end, then it simply stops. I have waited for up to two hours for it to finish. I have tried cancelling the update. That hangs as well. If I try to run ATIH, it launches ATIH 2020 until I reboot the laptop. Reboots hang until I hold down the power button to force a shutdown. After that, ATIH 2019 launches instead of ATIH 2020. I have repeatedly tried the update, always with the same result. I have tried turning off Windows virus protection and firewall. This is a laptop running Windows 10 Home, 64-bit.
Success!
I opened a case with Support. They had me create various log files, then suggested I uninstall "Bonjour". I did. It didn't help.
Today, after running the Acronis Cleanup Utility and all the ancillary cleanups they suggested (again), Acronis True Image finally completed installation.
Dave, well done for sticking in there and getting this issue solved and the new version installed!
Hi, Steve and Dave.
I have the same symptom, but different circumstances. What Dave described fits to a tee, except I am performing a new install after uninstalling ATI 2011 via appwiz.cpl.
It hung & I tried to cancel, like Dave, and ended up rebooting to run the Cleanup Tool and start over. No Dice. Hangs right at the end of the progress bar.
I am wondering what ancillary cleanups I should explore? Dave, did you keep notes? Please post those other steps!
Steve, I saw something in the KBs that might be relevant ... https://kb.acronis.com/content/33449 ... what do you think? Rather involved fix ...
zzwerzy
More data:
Started ATI 2020, even though the installer had not completed. Setup a script and pulled the trigger and got the following error:
"The operation was terminated because no volsnap driver was found."
Probably just an artifact of an incomplete installation (progbar is still stalled), but there it is.
ATI 2011 was working just fine, btw.
z
For everyone who had an older version, keep in mind that the in place upgrade is only recommended for 2018 and 2019
https://kb.acronis.com/acronis-true-image-2020/upgrade
If your current version of Acronis True Image is Acronis True Image 2019 or Acronis True Image 2018, 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.
That said, normally, just uninstalling the older version should be enough, but since it doesn't seem to be here, I would do this:
1) use control panel to remove any instances of Acronis products if any remain
2) run the Acronis cleanup tool. Download the latest and run it by right-clicking and "run as administrator", even if logged in with an admin account. https://kb.acronis.com/content/48668
After the cleanup, reboot to update the registry if need be. I never do anything other than run the tool - no need to go in and check the registry manually in my experience with it.
3) log back in and go to %temp% under the admin account used to do the True Image install. Delete anything in TEMP - it's possible a partial extraction from a previous installation is in there and causing an issue.
4) download the current version of the True Image 2020 installer. Once downloaded, be sure to righ-click "and run as administrator" even if logged in with an admin account - this is key if you want full UAC admin permission in Windows for any installer these days.
Hopefully that helps. If not, you'll want to open a support case with Acronis directly to see if they can help determine the issue. Most of the time though, these steps seem to work out unless there is some other deeper issue.