Unable to start ATI 2021
Hi everybody,
after years of using ATI I cannot start the program anymore. When I launch it, the program stops when it's trying to load the user-information (sorry, I don't know the correct wording, I'm using the german version). I deinstalled ATI and run a new installation. But when I start the new installation, I still can't start the program. When I accept the licence ("OK") the program fails again (it simply doesn't react anymore - no error-message).
When I try to start it again, there is the old problem: ATI fails when loading the user-information.
Does anybody know, what to do?
It's ATI 2021 on Windows 10.
Cheers, Hannes


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Thank you, Steve, I appreciate your support.
Yes, I installed (and run) as an administrator.
I'm not aware of any changes. I started using Windows Hello (logon by PIN), but that's all. Ii doesn't work if I logon by password either.
The links you recommended didn't solve the problem. I even stopped Windows Defender completely an installed again - no effect.
Yes, I disconnected any additional disk drive.
After uninstalling ATI, I tried to deletet the Acronis-forders in Program Files (x64) and Program Date before installing again. No effect.
Hm, do you have any more ideas?
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Hello Hannes, you could try doing a completely clean install of ATI 2021 to see if this makes any difference here?
To do this, uninstall again normally via the Windows Control Panel or Settings panel.
Download the Acronis Cleanup Tool (link in my signature) and run this to ensure all trace of ATI and any other Acronis applications is removed. Restart Windows to complete the action, then reinstall. (You do not need to perform the Registry change steps in the document for the tool as you are intending to reinstall it later).
Note: It may also we worth downloading a new copy of the ATI 2021 installer application from your Acronis Account pages, to ensure that the installer itself is good - there is a checksum that you can use to validate the file.
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Steve, thank you once more. I ran the Cleanup Tool, restarted, downloaded a new installation-file and installed it - but there is no effect. I cannot accept the license without killing the program and therefor cannot start the program. Tricky ... Any more ideas?
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Hannes, assuming that ATI 2021 has been installed successfully and the core issue at this point is accepting the license agreement and activating the program, then the next area to check is with the internet connectivity to the Acronis servers.
First, what license do you have? Is this a Standard (perpetual) license, or is it one of the Subscription license versions? (Essential, Advanced or Premium).
If you have a perpetual license, then what happens if you disable internet access then try to start the program? You will need to enter your license serial number if you get to that point.
If you have a subscription license, then this can only be activated via the internet and there are known issues if a VPN or Proxy is involved.
See KB 4350: Acronis Backup to Cloud access ports and hostnames - for details of where all the servers are and what ports they use.
Use the above in conjunction with the Acronis Cloud Connection Verification Tool to check that you can connect successfully.
KB 65421: Acronis True Image 2021: How to activate license
One other late thought: Do you have any other user accounts (with Administrator level) on the same PC? If yes, try using one of those to check that your normal user account isn't contributing to the issue here?
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Steve, I've gut an Advanced license. Valid until 12/2021.
There's no difference if I cut the internet connection. I don't use VPN or a proxy. And no, there's only one admin-account on my machine.
I cannot enter my serial number, because the program terminates before that step.
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Hannes, I am not sure what else I can advise at this point other than to recommend raising this issue directly with Acronis by opening a support case with them.
You have a subscription license and are trying to use the latest, supported version so are fully entitled to support to resolve this issue or else be given a refund because it cannot be used / is not fit for purpose!
See How to get support? for details on getting support if you haven't done so before.
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Hannes,
I agree with Steve here, in my experience it is not necessary to enter the serial number of the product in the application once installed. The app should connect to the Acronis servers automatically and activate the product. Obviously that is not happening so support needs to be involved.
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Thank you for your great support and the time you spent for my case - although we don't have a solution yet.
I'll contact the Acronis support now and give it a try.
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