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True Image install stuck at 98-99% complete

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Hey guys, first post here, I'm trying to install TrueImage but no matter what I try, it gets to like 99% finished and it just hangs there.  Is there something I need to do, uninstalling a previous version or deleting something out of the registry or something to get this going?

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Hi Ryan,

How long is is it hanging for?  I'm assuming hours at this point?

At the end of a backup it sometimes has to clear down old backups or chains which can take some time (I've been experiencing some 10 hours for a mature backup chain).  It appears to be reorganising data across different .tibx files during this process.  Refresh your destination drive (or better, do a dir on it and compare the file sizes a few minutes later).  Are the sizes changing?

If this is the first backup, then I wouldn't expect it to hang for more than a few minutes.

 

Ryan Fernandez wrote:

I'm not getting even there.  The program isn't installing on my system, this isn't a backup.

Sorry, I didn't spot you that you were having problems installing ATI.   

You're in the Acronis True Image 2020 forum to I assume you're trying to install the 2020 version? 

I believe previous versions should be uninstalled first.  However, I would expect the installer to detect/warn you if a previous version is installed; or perform the uninstall for you (with confirmation).

I assume you got the normal UAC prompt for administrator rights at the start of the install?

Does the installer window UI still respond to interactions? (e.g. dragging the installer window)  I ask in case there is a modal dialogue box popping up (or under) that you've not noticed.  Again, I assume this isn't the case but something to confirm.

A screenshot of the installer might help here.

Ryan, what previous version of ATI did you have installed before attempting to install or upgrade to the new version (ATI 2020 ??).

If you had an older version prior to ATI 2019 or 2018, then this should be uninstalled first.

One key requisite when installing any version of ATI is to do this from an Administrator account in order to give the correct required authorities / privileges.

See KB 46710: Acronis True Image: Installation Fails in Windows - for common issues.

OK I will have to try that.  I tried uninstalling ATI 2015 and the uninstall just hung, and I had to remove it via regedit.  

Ryan, please download and use the Acronis Cleanup tool rather than using regedit, especially when dealing with any system filters entries!!  Link is in my signature.

Ryan, I assume that you mean a new install after using the cleanup tool still hangs at 99% (not that the cleanup tool hangs!).

Have you tried the help shown in KB 46710: Acronis True Image: Installation Fails in Windows ?

One common issue is when the Windows Temp folder has been moved to another location.

Beyond the above, you need to open a Support case direct with Acronis to have them help you investigate why the install is failing here?

Ryan, again, can you clarify here please? What is crashing now?  The Cleanup Tool or the install of ATI 2020 or the Windows OS?

Did you make any registry changes along with the Cleanup Tool, or just run it without any manual changes to the system?

Sorry, I was not clear.  The cleanup tool crashes.  It crashes at the "Removing Drivers" section.   I tried running the install again, and while the installer hangs, it did install the software.  That being said though, it will not start no matter what I do.  Checking the folder in the start menu shows nothing clicking a second time.

Would it be worth rebooting your computer into "Safe Mode with Networking" and retrying the cleanup/reinstall?
Your issues could be related to a device driver? Safe Mode only installs a minimal set of generic drivers to get your computer OS up and running so if the issue is device driver related then but no having the driver running during the cleanup/install might get this working.  A final reboot will bring you back into the normal OS environment.

However, I'm not an expert with Acronis software. Mr Smith is far more knowledgeable than I am and might have an opinion on trying this approach.

Ryan Fernandez wrote:

Sorry, I was not clear.  The cleanup tool crashes.  It crashes at the "Removing Drivers" section.   I tried running the install again, and while the installer hangs, it did install the software.  That being said though, it will not start no matter what I do.  Checking the folder in the start menu shows nothing clicking a second time.

Ryan, sorry but if even the cleanup tool is crashing, then this is something that you need help from the Acronis developers on here!

See the following KB documents which may be relevant.

KB 36429: Acronis Software: exclude program folders and executables from antivirus and other security programs

KB 46430: Acronis Software: Making Acronis Products Compatible with Antivirus Software

Beyond that, this topic is in the ATI 2020 forum but you have never confirmed that this is the version you are trying to install?

Try downloading a trial copy of ATI 2021 and installing this to see if this also has a problem?

Is there anything special or different about this PC?  Do you have another PC where you can try to install ATI to confirm the issue is on just one PC?

I just tried booting in to safe mode with networking.  Again on trying the cleanup tool it still crashes when it tries to remove drivers.  As far as I can tell though, I have all the drivers removed.

OK well this is odd.  The software installs, I can input my serial, but it looks like it is still installing, back at 99% complete.  Trueimage starts, but none of the tools will, saying something about another tool being in use