Skip to main content

unexpected error when starting True Image 2020

Thread needs solution

I am having trouble with True Image 2020 installation. When I start the program I get an error message "unexpected error" and the program closes. I tried uninstalling, reinstalling with the same results. I tried stopping McAfee LiveSafe scanned and firewall but this did not help. I am running Win10 on a  Dell Desktop PC. The program installed and runs on a  Dell laptop bot not on the Dell PC.

1 Users found this helpful

Rick, sorry to read of this issue with installing ATI 2020 on your Dell PC.

Have you had any previous versions of ATI installed on the problem PC previously?

Are you using an Administrator account when doing the install?

I would recommend downloading / running the Acronis Cleanup Tool (link below) as Administrator, then restarting the computer before trying to install ATI 2020 as Administrator again.
Note: you should not need to make any changes to the Windows Registry which are advised by the Cleanup Tool document, but if you do so, then please take great care & ensure you follow the instructions and only change as shown.

Steve, Thanks for the help. I uninstalled ATI and  ran the Cleanup Tool as you suggested. I have used the regedit before so I looked for the entry they mentioned but did not fine what they said to look for so I exited without changing anything. I reinstalled ATI as admin. When I started ATI I got the same error message.

 

I initially had tried to install  a copy of ATI 2018 I previously purchased and received the "unexpected error" message so I uninstalled the 2018 version and tried the 2020 version and got the same error message.

Rick, sorry that the suggestions haven't helped resolve this issue for you.

We will need more information in order to try to understand what the unexpected error is being caused by?

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

If you can provide the installation (MSI) log, that should offer more information.

Navigate to C:\ \ProgramData\Acronis\TrueImageHome\Logs and look for Installer-xxxxxx-xxxx-xxxx  where x is a number string.  Look for your failed install date for the log you need.

Steve, KB 56655: Acronis True Image 2016-2020: Creating an MS Installer Log referred to an installation failure. The installition completed succesfully. The error showed up when I tried to start the program applining user settings.

Rick, sorry wasn't sure exactly where the error was showing.

If it is showing when trying to get ATI to open the main GUI panel, then the best advice is to disconnect all external or extra disk drives as one of the startup actions is that ATI scans all connected drives looking for any available .tib files you may have.

You also need to be running from an Administrator account when launching ATI so that it has the correct authorities / privileges to run.

rick kalinowski wrote:

Steve, KB 56655: Acronis True Image 2016-2020: Creating an MS Installer Log referred to an installation failure. The installition completed succesfully. The error showed up when I tried to start the program applining user settings.

Entfernt

Steve. I removed all external disk drives and restarted the program and this time it started OK and I was able to run a backup. I am reconnecting external USB drives as needed - so far so good.

Thanks

Rick, glad to hear that you have a solution here and have been able to run a backup.  Thanks for the feedback.