[OUTDATED] Problem with Acronis TIH 2012 - Upgrade
I just upgraded to TIH 2012 from 2011,
Now I can't see any of my disks in the source menu, also non of the tools and utilities work I click them and nothing happens, I can however launch them from the start menu.
But as of now I can't set up a new back as it doesn't see any source disks at all
Please help!!
You might also try using msconfig.exe so that you can simplify the uninstallation/installation environment.
I have exactly the same symptoms.
I will try these suggestions, but this is rather crazy that Acronis does not specify you need to uninstall a previous version and installation of a new version is so convoluted!
Yes, although the upgrade/update in place works. Of course, people don't post in the forum when it does.
My attempt to install ATIH 2012 over 2011 failed. I attempted to send the log file by clicking on the link on the installation screen, but that also failed. The email bounced with the message "You have reached an unattended email alias. Your email has not been received by Acronis Customer Central." How dumb is that? Anyway I examined the log file as directed in KB 1647 and found two instances of "Return value 3". The first said that something could not be uninstalled because it was installed for all users. I was attempting to install 2012 for me alone (I am the only user), so that made some sense. However, the second instance said the exact opposite. Obviously there is something in the upgrade install process that is seriously flawed.
I am afraid to uninstall ATIH 2011 myself for fear of losing all of my custom settings and possibly all of my existing backup files. What should I do now, wait for Acronis to fix this mess or cross my fingers and uninstall 2011?
Make a full disk image, then uninstall 2011 and install 2012.
You can export your current tasks to an xml file.
Your images won't be damaged, your settings may be lost.
Hi,
I have the same problem on a Dell Precision T1500 (upgrade from 2011) and on a brand new Latitude E6420 (new install of 2012)! So, uninstalling 2011 before might not be the solution.
I have also prepared the Startup Recovery Manager and the ASZ, but both can't be accessed any longer by ATIH 2012 on both systems.
As suggested by Acronis in other threads, I have downloaed the AcronisReport.exe and got errors for all partitions. However, running chkdsk /r doesn't report any error.
Since I need a reliable system, I have spent the the half of my night to restore my old system with ATIH 2011 on the T1500.
Andreas
I have the same symptoms after an upgrade installing Acronis TIH 2012 over Acronis TI WD Edition on a Windows 7 Home Premium 64-bit system.
On the Disk Backup screen, no disks appear in the Source: box; disks/files do appear in the Destination: box.
On the Tools and utilities screen, clicking "View current state of your disks" under Disk management results in an error:
Failed to open (initialize) the computer.
Failed to initialize the snapshot messenger library.
Tried to unistall Acronis TIH 2012 via the Windows control panel: uninstallation was unsuccessful.
Tried to unistall Acronis TIH 2012 via ATIH installer (ATIH2012_5545_en-US.exe) selecting "Remove Acronis True Image Home 2012": uninstallation was unsucessful.
Tried Acronis TIH 2012 repair install via ATIH installer (ATIH2012_5545_en-US.exe) selecting "Repair installation": installation was "successful" but original symptoms persist.
Any suggestions on what to try?
Restore a backup where you have the WD edition installed. Uninstall the WD edition. Reboot. Install 2012.
Hi,
on my brand new Latitude, where no older ATIH 2011 was installed before,
I uninstalled 2012 and installed it again. Now, ATIH 2012 seems to work.
The problems might be gone, but not my bad feelings about the brand new release ...
I will try to remove 2011 and reinstall 2012 on the Precision system later and report on the results.
Andreas
Hi,
The installation on the new Latidute notebook is still working.
Here is the report on the Precision desktop:
I made a complete backup with ATIH 2011, uninstalled ATIH 2011, rebooted the system, installed ATIH 2012, rebooted again, and found the same problems. I also uninstalled 2012, rebooted the system, installed 2012 again, and it works - unfortunately only for about one hour. Then the problems comes back and resits further reboots.
So any idea?
It's supposed to find the prior version and uninstall it for you as part of the install process, but it's a surer bet to manually uninstall the prior version yourself.
It helps to have msconfig.exee remove all the startup and and non-microsoft services first, then do the uninstalls and install and then use msconfig to return themachine to normal startup. This can help ensure against any progs or security software from presenting any conflicts during install of the ATI drivers.
One can also use the ati2011 cleanup tool to ensure a more comprehensive uninstall of ati2011
http://kb.acronis.com/content/14871
Then try installing ati2012.
Hello Neil!
Is your problem still actual?
I have advice:
- try to reboot your PC
- try to "Repair installation" with ATIH 2012 installer
If problem still reproducible, please send us msi log of product installation.
I have the same symptoms except that after having repaired Acronis 2012, it worked for 1/2 hour and then stopped.
I upgraded TI 2012 over TI 2011 and had no problems at all with the upgrade process.
Restore a backup where you have the WD edition installed. Uninstall the WD edition. Reboot. Install 2012.
Restore a backup where you have the WD edition installed. Uninstall the WD edition. Reboot. Install 2012.
And if you don't have a restore with ATIH 2011?
Can I uninstall ATIH 2012 , then reinstall ATIH 2011 , then uninstall ATIH 2011 anr endly install ATIH 2012?
Daniel
You could try it if youy don't have a backup to restore instead.
It should work but should be unnecessary. The restore is just to get you back to where you were and then trying to clean up the disk, removing ati2011 before installing 2012. If you haven't already, I'd try using the removal tool and then rebooting and installing 2012. A removal tool specifically for ati2012 hasn't been posted yet afaik, but the 2011 version is worth trying.
You could try it if youy don't have a backup to restore instead.
It should work but should be unnecessary. The restore is just to get you back to where you were and then trying to clean up the disk, removing ati2011 before installing 2012. If you haven't already, I'd try using the removal tool and then rebooting and installing 2012. A removal tool specifically for ati2012 hasn't been posted yet afaik, but the 2011 version is worth trying.
No, I have already tried the removal tool for the 2011 . After I have reinstalled the 2012 version and it still doesn't work. I was able to make an image but after it stopped to work. When I am using the repairing tool from the 2012, ATIH will work for a few minutes and then stops to work
Daniel
I have not noticed any error message on my computer but when I installed it yesterday I had no problems. I do notice under the action center/maintenance/reliability history there is an error from yesterday that TI stopped working and from today TI sync agent service stopped working when the computer started. I am running Win7 64bit.
Can you remove 2012 and then reinstall 2011 to get that back and working for the meantime. I'd suggest contact tech support for your issue -- however, there will be long wait likely since, after anew release, tech suppport is usually overwhelmed wtih requests for help.
You could try it if youy don't have a backup to restore instead.
It should work but should be unnecessary. The restore is just to get you back to where you were and then trying to clean up the disk, removing ati2011 before installing 2012. If you haven't already, I'd try using the removal tool and then rebooting and installing 2012. A removal tool specifically for ati2012 hasn't been posted yet afaik, but the 2011 version is worth trying.
No, I have already tried the removal tool for the 2011 . After I have reinstalled the 2012 version and it still doesn't work. I was able to make an image but after it stopped to work. When I am using the repairing tool from the 2012, ATIH will work for a few minutes and then stops to work
Daniel
Did sync service restart? You can look under Services in My computer , Manage, to see if it's started or not.
Hi all,
My Dell Precision system with the preinstalled ATIH 2011: The repair of the 2012 installation was not successful (where can I find the msi log?). I followed the instructions in kb.acronis.com/content/14871 and got the Dell Precision System with the preinstalled ATIH 2011 working - by now. This is the good nows.
But now the bad news: The same problems on the brand new Dell Latitude without any preinstalled ATIH version are back. I did not changed anything on the system. I only created the ASZ and made some backups on the ASZ and on a network drive. That's all. Some minutes ago, I restarted ATIH 2012 and found the same problems as described above. The repair fails too, (again, where can I find the msi log?).
I had a chat with a Acronis representative (Alexander Shefer) and he promised to open a support id and send me an email with all necessary information to investigate the problem further. But by now I didn't get this email. So if someone from Acronis reads this lines, please contact me! I need the support id. Thanks.
Andreas
Yes mine restarted.
Perhaps sacrificing a small mammal? Perhaps Acronis should include a small mammal with every order. Since that would seem to be the only action they are likely to be able to plan out (e.g., leave air holes). They just seem to have no real idea about gui, coding, or testing.
I need to find another backup program. I spent many hours researching before I bought 2010. Turns out it is kinda of like buying Sears stock except the decline has been faster. It is a damn shame.
Two workarounds that sometimes play at least for me, I have no idea when and why:
# run ATIH 2012 as administrator
# restart all acronis services
Sorry Acronis, I have wasted more than one day (I mean 24 hours) with your buggy software. Do you think about some compensation?
Andreas
Hi all,
My Dell Precision system with the preinstalled ATIH 2011: The repair of the 2012 installation was not successful (where can I find the msi log?). I followed the instructions in kb.acronis.com/content/14871 and got the Dell Precision System with the preinstalled ATIH 2011 working - by now. This is the good nows.
But now the bad news: The same problems on the brand new Dell Latitude without any preinstalled ATIH version are back. I did not changed anything on the system. I only created the ASZ and made some backups on the ASZ and on a network drive. That's all. Some minutes ago, I restarted ATIH 2012 and found the same problems as described above. The repair fails too, (again, where can I find the msi log?).
I had a chat with a Acronis representative (Alexander Shefer) and he promised to open a support id and send me an email with all necessary information to investigate the problem further. But by now I didn't get this email. So if someone from Acronis reads this lines, please contact me! I need the support id. Thanks.
Andreas
Hello Andreas,
please follow the instructions below:
http://kb.acronis.com/content/13923
Hi all,
since ATIH 2012 program on my desktop now started to crash regardless if the system has been restarted, the ATIH 2012 has been repaired, or it has been started as administrator, I have stopped the beta testing of this buggy tool that requires much more testing and went back to my reliable ATIH 2011.
Thanks for all who have tried to help me here, thanks to Acronis that has opened a ticket, and thanks to my reseller that took back the licenses.
I will wait some time until the next one or two updates will appear.
Bye,
Andreas
Hi everyone for your input and replies, sorry I didn't get back sooner as I've been away. It's still doing it, the only way I can get it working is by doing a repair installation from the install.exe for 2012. Then I can see all the disks again and everything works as it should.
This however is temporary, as after a couple of reboots the disks disapear again, I will try to totally uninstall it all and reinstall again, but surely this isn't how it should be for an upgrade.
I'd have to say that this is a spectacularly bad introduction to a new product. And if the solution is to have to run a disk recovery just so I can get back to work and actually make this product work....man oh man.
Now I can't uninstall 2012 to even get to the stage of the restore from my 2011 backup. There are enough people in this forum saying they share this problem to suggest that there is a lot of product testing that was not done before releasing 2012.
Severe own goal. You have my money for 2012, but I think I will use 2011 (when i can reinstall) until i find a more compelling alternative.
Dilettante,
If you can't uninstall 2012 from the Add/Remove programs, run the installer again and you'll should get a uninstall option, try that one.
What can't you get to work, for most people there shouldn't be a requirement to run a recovery, though it is always prudent to ensure you have an upto date image before uninstalling ro installing TIH.
Dear Colin,
wouldn't it be user friendly if Acronis adds a Try&Decide feature for their own future releases ... :-).
Andreas
Thanks Colin. I couldn't get the 2012 product to see my installed hide drives as the volumes requiring backup. Rather basic expectation. Removing 2012, then running clean up tool for fragments of 2011, and a couple of reboots, seemed to get it sorted. Oh, and then reinstalling 2012 (so tempted to just go back to 2011).
Which I should have done because I have set up a backup for one of my system disks, but for teh life of me can't get the other one to back up (both going to a NAS drive). Can't easily choose folder names. Can't get meaningful error messages why the backup doesn't work. I have lost hours trying to get this product to work. I did have a backup to work from if needed, but I don't want to do a 1TB recovery if I can avoid it when i need to use the machine.
Andreas, that is the best idea (and funniest) I have heard in a long time.
Case # 01288342
I have tried to install Acronis True Home Image 2012 numerous times and it ALWAYS fails.
I have tried uninstalling, running as admin, running cleanup utility, etc. No matter what I try, when 2012 installs, it reboots about 50-60% through and tends to corrupt Windows (sometimes it boots afterwards, sometimes it doesn't - so I restore).
Support wants me to install it again (and again), but the same thing happens. All this does is force me to restore. Nothing useful can be gained by my corrupted Windows installation.
I have contacted support and was told that I would receive a call. I am still waiting. I asked for a refund, but Acronis said they wanted to talk with me first (but they still have not called).
Any ideas?
I have had the same epic failure - it created an initial full backup, but now tells me that the disk I used before to record the backup cannot be used to create the incremental backup. I worked with chat support and their suggested that this was normal behavior and that I can only make backups with the bootable media. I am stunned by the decline of this software. 2011 worked fine, 2012 is utter crap. The online support is comically bad and it's time to look elsewhere.
You cannot be required to wait for a phone call before they process your refund. You can volunteer to do so but you do not have to. If you are not satisfied with ATI and want a refund, demand it. I would be surprised to learn that Acronis is no longer honoring a 30-day money-back warranty.
It used to say "30 day money back guarantee" on the product pages onthe Acronis website; it doesn't seem to do so for ati2012. IF this is an implicit policy change, it should be made known.
I don't know the full content of you conversation with Support but I do know that Support contractors often have a vested interest in getting a user off the phone as fast as possible even if it means saying absurd things scuh as you report being told. Since the user has no direct control over the contractor, the only recourse is to be sure that the contrar's boss (in this case Acronis) knows about the poor performance. But how can one do that except to contact Customer Service again? You can post here as you have don, and hope that someone at Acronis sees it and takes the info where it matter.
I have had the same epic failure - it created an initial full backup, but now tells me that the disk I used before to record the backup cannot be used to create the incremental backup. I worked with chat support and their suggested that this was normal behavior and that I can only make backups with the bootable media. . . .
I'd love to see the testing notes for this product (testing?). Selection of a backup location when setting up a new backup is fraught. I have multiple NAS drives....but on the drop down destination file selection, now you see them, now you...whoops where'd they go. Mega long drop down box with no text in it....so helpful. You select drive V:/ then it is selected and shows as another drive (I must have mis selected, I initially thought. No, not time after time after time i didn't). You select a destination and oh my god, it worked this time, it actually accepted the selection that one job that i have managed to get working. Quick run the job, make it work....hmmm, an error message with a link to a KB article...this may solve my problems....oh, no reference material for that error number.
I have to say that this is the worst experience in 20 years of buying software. And I have bought and used a lot of software in my time.
And I have been waiting for an update, you know, one of those things that fixes these obvious and simple bugs in a new release product. I think the developers must still be at the product launch after party.
Sorry for my snide comments, but if anybody is out there from Acronis...this is a serious market issue if i have ever seen one. Been using this product for a whole lotta years now. No longer, you have given me EVERY REASON to find something else. Loyalty is hard won and swiftly lost when it is abused. This is simply awful - awful release, awful support, awful update schedule and urgency.
[quote=Scott Hieber]I don't know the full content of you conversation with Support but I do know that Support contractors often have a vested interest in getting a user off the phone as fast as possible even if it means saying absurd things scuh as you report being told. Since the user has no direct control over the contractor, the only recourse is to be sure that the contrar's boss (in this case Acronis) knows about the poor performance. But how can one do that except to contact Customer Service again? You can post here as you have don, and hope that someone at Acronis sees it and takes the info where it matter.
In this case, they weren't trying to get me off the chat. It was clear that the chat folks had little or no experience with the product. There were periods where nothing would be typed by their folks and then he would say he is asking his peers a question. It was a waste of my time and Acronis's money. I feel cheated by this product.
I have the same symptoms except that after having repaired Acronis 2012, it worked for 1/2 hour and then stopped.
LOL, did support tell you that since it worked, it must be fine? In my case, support asked if I had made ANY changes to the computer since the install and that perhaps that was the problem. ANY changes? Well, yes, I did install other software, and created some documents, so that has to be the problem, not that their software is the problem. At least that is what the chat folks implied.
Eric,
Think about it, as you managed to create a backup once and then subsequently it failed to work again for you. It is likely something has changed in the meantime, that could be hardware, software, installation or uninstallation, registry could be corrupted by a registry cleaner or defragmenter software including OS update (Microsoft updates do sometimes break systems) or an inherent failure with True Image.
It makes logical sense to ask that question as the software added might be the software that is now causing a conflict or if you prefer True Image is having a conflict with the newer software. Either way this information is useful as in many circumstances this can be confirmed by either uninstalling or temporarily stopping any services, once found it is something that hopefully the developers can be made aware of and whilst a fix is being conjured up a temporary workaround found. Note most problems being reported are due to NAS, BSOD caused by the new Acronis drivers setup and installation problem due to registry entries - not many are reporting it worked once and now no longer attempts anything, so that makes you relatively unique (congratulations :) ), it means that what you or Windows might have done in the intervening period might help the light bulb moment process along and resolution instituted.
I can fully understand this approach as I develop software for a living, but the person on the chat support was so clearly in over his head and made some silly statements. If anything, the software should say it cannot accomplish an incremental backup and has to do a complete backup due to changes, etc. But, it will not perform any backups anymore.
I tried uninstalling, going through the well noted blue screens after that, reinstalling and still get this error. It doesn't matter if I am trying a full or incremental backup nor does it matter if it is to a new external HD or a NAS volume that I tried. It's broken.
Is the effective working of the product so sensitive that ANY change to the system may have such a profound effect on the ability for it to function. I understand that software changes can be an issue (not that naive) but the last three Acronis Home products have not had any issues with a host of application changes and updates over many years. Kind of never missed a beat. This one seems a little different. And as Eric has hinted, there are so many "changes" to a system that take place over a few days - Windows auto updates, application updates (except from Acronis it seems), documents created, devices attached, etc. etc. that such a response feels a little like a smokescreen that makes you nervous when used by software companies ("My software ain't working so it must be somebody else's fault").
In my case I have successfully set up an image backup from my system disk to a NAS drive on 2012. Took a couple of goes, but finally did it and it seems to be working on the schedule i set up. So I try to set up another image backup for a separate disk in my machine (data drive). Straight away, no software updates of any sort (no mucking around, if i am replacing my old backup system I want it all working right away, right). Can't do it...no matter what I do i cannot send the second backup job to the same NAS drive. It has meant I have had top reconfigure the use of my NAS drives just to work around the destination disk selection problem. And only works as a file backup (not a real issue for a data drive) but, sheesh, it just seems so fragile. The hours I have lost trying to get this to work, rejigging my NAS drives and file systems for other apps etc. so i can use my network the way Acronis thinks I should use it. But the point is it worked once, then didn't work, all without intervening software installs updates.
There is one update I am REALLY hanging for! If I don't see it in the next month, with a recognition that a bunch of silly issues need to be addressed, then I'll just have to assume that there is a rich seam of "my product don't stink" thinking behind this company and that's when you vote with your feet. Why not change now....well the time to select, source, install, learn and setup a new product across my computers will be a lot more than just applying an update that makes ATIH work. But I am sensing that hope is not a strategy.
What i'd like to see is an email to registered 2012 users from Acronis outlining a planned update with a bunch of targeted bug fixes, and a date when i can expect to see it. It can be written in the most salesy "further great updates to a great product" language they like, if they don't do humility. But at this stage i have bought three licenses for my small business, installed one, and gee it would be nice to know which way Acronis will turn.
Hello all,
Thank you very much for your comments and feedback and all your help.
Eric, let me explain the situation please.
The technical issue required additional investigation from our part that is why our Support representative was requesting additional information from you. We have gone through the chat session with our Quality Assurance team and we did not find any errors.
Our Expert Engineer will contact you today to help you with this problem and help you with any other questions that you may have.
I am very sorry to hear that it looked like the Support representative was trying to get rid of you, but the reason he asked for your e-mail was because our internal system does not accept direct e-mail submissions. We need to create a case and send you an e-mail in order to continue communication.
Looking forward to your reply and if you have additional questions please let me know.
Thank you.
I have had many of the same problems when installing version 12 over version 11. First the upgrade link would not download, so I went to my account section and downloaded from there, only for Windows 7 to say it was a suspect/malicious download> I ignored the meessage and installed only to find non of the tools/security modules work. The error returned says that the library cannot be found, which I suspect means a bad install. So I tried the repair option only for Windows to say it had failed. Uninstalled which wiped out version 11 so I did a system restore and re installed only for the same problems to re-occur. By the way syncronization does not work either across a network to my NAS or even within folders on the same PC.
Personally I would advise scrapping this useless piece of **** and reinstalling version 11 which did everything it claimed.
If your copy of ati2011 did everything it was supposed to, you must have had one exceptional copy. ati2011 was plagued with various probs throughout its release, including the problems that have existed since ati first changed over to using a database to track backups - and that it the orphaned tibs problem.
In David's case it is perhaps the case that if he turns of the securitywhile installing that might result in an unemcumbered install.
Scott
I think I must have been lucky with v11. It really did work!
I tried installing with all security measures turned off (I always do so as I use Kaspersky IS 2011 which can be a bit tough on new installs), but it didin't make a bit of difference. There is something fundamentally wrong with the upgrade process of this product. Needless to say, as others have found out, Acronis are very slow to respond to emails for support. I am giving up on this, uninstalling and going elsewhere. I have been using Acronis in various versions since 2008, alas no more.
Managed to obtain a refund. Go to chat session mark it as very severe, use request refund in the question box and await the response. During session, mention a few of your problemsa, note how others on the forum are stating the same. Then mention bad publicity for the company and request refund as allowed under Sales of Goods legislation. Takes tham about five minutes to authorise. Note the reference number quoted just in case.A big shame that this product that promised so much has let down so many people. I repair computers for a living and am always recomending Acronis, not any more.
This has stopped working at all now for me, I can't believe it, tried totally uninstalling it then reinstalling it not doing an upgrade. When I go to open it it just stops responding!!! I want to get my money back but now it seems my support has run out, I don't want to have to pay them to get support, this is ridiculous! I have had to go back to TIH 2011.
Any ideas on how I can contact them to get my money back for the ropey software?
Contact customer service for a refund before 30-days has elapsed since purchase.