RE INSTAL FAILS BECAUSE OF "NO CONNECTION TO UPDATE SERVER"
I use true image home 2012. In Jan 2017 I have successfully re stored my PC on a new HDD, after it crashed. So it saved my life :)
After that, ACRONIS stopped working, since it could not "find" my C drive any more. Also I can't add a new drive, or whatever I do, it won't add a new source drive, and also doesn't "see" the existing C drive. I was not able to solve this mystery, and decided to re-install ACRONIS. That also didn't work, as the Windows deinstallation program stopped somewhere with problems. After that, the Acronis 2012 was "gone" on my PC, but PC has many ACRONIS names directories and files. I cleaned all of that by hand, and also deleted all ACRONIS entries from the registry.
So far so good...
Re-installation doesn't work, it stops with a message in German: Configuration data is damaged. Contact the support. (Latter is virtually impossible in Germany, they play hide and seek)
I didn't find out how to add an attachment here, so I uploaded it to my website, this is what the failure message looks like:
http://blooble.de/Problem-Acronis.jpg
http://blooble.de/AcronisTrueImage.msi.txt
The error message sort of shows the reason for the problem, but all I can do is try to install it. What else....
So I get stuck here.
Hello Steve,
Thanks for looking into this!
I run W7 64 bit. I have already tried the clean up tool. It is quite busy doing things, and after it was done, I re booted, but the problem is still there.
In the error report, http://blooble.de/AcronisTrueImage.msi.txt I see this: ".... Running entire install on the server"
This is strange, because I run it from the original downloaded file, which I have a copy of. I am not installing from the server. At least I was thinking so.
And then: "..... Attempting to enable all disabled privileges before calling Install on Server"
So again the server.
Also there is the red cross here, http://blooble.de/Problem-Acronis.jpg saying it can't connect to the server.
I found somewhere in the internet a copy of the original 30 days free trial file from 2012. It gives the same error.
So it seems to me as if Acronis 2012 is installed from a server, and it doesn't connect (any more...?) . Don't know if this is so.
Jac, if you have signed in to your Acronis account and have ATIH 2012 registered to that account, then you should be able to download the final full installer from there.
I don't know why the installer should be looking for an Acronis server and it should be possible to do the install completely disconnected from the internet.
Some further questions, are you doing the install using an Administrator account / running as Administrator? Have you tried doing so either in Windows Safe Mode, or completely disconnected from the network?
Hello Steve,
yes I found the original file in my acount. Same problem. I ran it all in administrator mode. Disconnected from the internet, or with connection... The problem is the same all of the time. The error report is the same all of the time too, and also this red cross "can't connect to the server" comes always, even when I install off line. The installation looks normal, the bar moves all to the end normally. And then when it's all done, it comes with this error, with the same hint in the error report, about the server. So it seems to check something on the server, and that's not working.
Well it can phone home, I have a legal version, but the error report says "Attempting to enable all disabled privileges before calling Install on Server" It seems here is where it goes wrong.
Tried to call the hotline in Germany. That's fully impossible. Like they don't want you to call. It's an IQ test even to find a phone number.
I have spend hours on this already, because it's just important to have the back up working. It's frightening running the PC without recovery option, and the wanacry virus around.
* It's late here... need to sleep.
Jac, I can only suggest downloading / creating the Acronis Rescue Media and getting a full offline backup made if you don't have a current backup for protection. You should find an ISO (CD) image in your Acronis account that you can burn to media.
I will see if I can get an opportunity to try doing an install of ATIH 2012 on a spare / test Windows 7 computer but it may take me a couple of days to do this (wife permitting...!)
Hello Steve,
I had a Rescue disc made in 2012 and it works. My last C drive image is from December 2016, and it's a working version. Used it to create a new C drive when the old one died (by click of death...). After I restored the C drive all software worked, except Acronis could not recognise the new drive. I read in some of the forums, Acronis said it's a drive problem. I also couldn't create a new back up set-up. So that's when I decided to re-install it. The de installation stopped half way, Acronis 2012 was damaged, and the rest you know.
I don't thinkt it's a drive problem, I could install the test version of Acronis 2017 normally. It also cleaned all old versions, it said. It worked after installation. Then after de install the 2017 test version, all remains of 2012 should be gone. I used the cleaning tool additionally.
I was figuring how Acronis prevents multiple PC installation. One could try to install the single PC version on multiple PC's. If there a mechanism to make this impossible, there is no other way then going via a server. From the Acronis server view, this is a multiple installation. Given, they do check that, and they do have something in place, that may be what we're seeing here perhaps.
The free test version 2012 is still in the internet at download websites. I have no second W7 PC here, otherwise I would try it. If you have a change to try that on another PC, that would be great. Thanks again Steve :)
p.s. I learned it the hard way, you must have a way to restore the PC...! This was my second disc crash I had in Dec 2016.
Jac, I had no problems at all in installing ATIH 2012 build 7133 (final) on my test Windows 7 32-bit system - actually took longer to update Windows 7 and antivirus etc as the box had sat powered off from a few months since last was used!
One thought - the first check by the software installer was for any later versions available, which came back (for me) very quickly to say I had the latest. I remember seeing in the forums problems if users were going through a Proxy for their internet connection, that this is not supported by ATIH and can cause this type of issue.
Bottom line is that all installed with no suggestion of any server problems! It is sitting as a 30-day trial copy at present mainly because I can't remember if I had activated it previously on an older computer and will probably uninstall it again as have later versions that I can install if needed on this box.
Hello Steve,
thanks for trying this out on your PC!
It means the server for the 2012 version is responding.
From your pdf file it can be seen, it is checked for updates before installation. And it shows a green mark, for "ok".
And then you can install.
When I start the program, it reports: "Error trying to connect to the update server" And it shows a red cross fpr "not ok"
So then I can not install.
So that's the same action, only I can get no connection, and without that, from what I see, installation fails.
I tried to see to what server it connects. For that I use wireshark, this sniffing program shows all the incoming and outgoing internet traffic. That explains it a little bit... The install program is not sending a request to the outside world. It may be trying, but nothing gets send that is for sure. So wireshark reports no connection to anything. Meaning, also not to the server.
When I click "contact service", or "download user manual", it does show LOTS of internet traffic, and all the sever addresses and spy data, etc. So all of the rest IS working. Just when I click "check for updates", there is no internet traffic. I don't know where this part of the communication is blocked, but for sure it is .....
I checked my hosts file, there is no stopper in there for "acronis". Even temporary disabled the hosts file, so to be sure no URL is blocked. No result...
Perhaps you have some more ideas, but this lack of communication with the server is the clue perhaps?
Hello Steve,
I checked, I have no proxy in use.
There seems to be something which blocks the request to the server. There may be something switched on in Windows which blocks anauthorized internet connections. But I have no idea where to look.
Jac
Jac, what firewall are you using and have you checked that updates are not being blocked by that area of your system, also that you don't have more than one firewall active (Windows Firewall plus a security suite that includes a firewall?).
Hello Steve,
I have the windows firewall "on". No additional security except Spybot but that is a very weak protecion. The firewall already had anything with Acronis on "allowed". About 10 lines or so. To be sure, I swiched the firewall off, but I still can't connect to the server.
I tried switching off spybot, it's the only safety I use. No result.
I noted in the task mananger, four Acronis .exe files were still running. When I stop those, they restart one and other. When I stop one, and quickly afterwards delete the .exe file, then it's gone and it can't restart. So I got rid of all of those. But still no way to connect to the server. Some days ago, I completely cleaned the whole PC and registry from anything with the word acronis in it. That didn't work either.
Jac, I can find quite a few posts from other users across the years in the forums for the same type of issue but the nearest to yours was post: 32919: [SOLVED]Acronis True Image Can't connect to the updateserver where the solution was to go back to the main Acronis site, sign in with your credentials and download the latest build version full installer and try that.
See also post: 124213: Problem installing Acronis True Image 2012 where another user had the same issue but didn't come back to the forum after being advised the same as above.
Hello Steve, sure I will give you feedback if it works or not.
I already tried the latest build. Problem seems, I can not connect to the installation server. I do have access to my personal information.
This also had no result: I have fully functional version of XP in a virtual machine, with firewall pass by allowed. I use it for an few old XP only programs. When I click on the W7 the installation file, it normally opens. When I try to connect to the server, same problem. This tells me something:
If the Server would connect, it would have to say "this is no XP version". But the install file itself doesn't care. So that would mean, the server communication is essential to find out if PC and program fit together. And without that check: No installation.
Hello Steve,
I am one step further now.
People write the server adress was changed. So all old installation files don't work any more.
On the acronis site is a build called "7133 undefined". And there is an activation code with it. Now that combination does connect to the server, so I get the green mark. Meaning I have a server connection.
Then, when installing, it still stops in the middle saying: "Configuration data for this product is damaged".
Jac, I would recommend sending a PM to Ekaterina and ask her to check that the correct ATIH 2012 installer file is being shown in your account, and to provide the correct one if not?
Hello Steve,
The failure report is full of hints about the problem:
in the failure report ist this text:
"Attempting to enable all disabled privileges before calling Install on Server"
Here is a full copy:
=== Verbose logging started: 23.05.2017 18:35:39 Build type: SHIP UNICODE 5.00.7601.00 Calling process: Z:\DATA\Programme-Selbst\ACRONIS\ATIH2012_7133_de-DE(1).exe ===
MSI (c) (C0:EC) [18:35:39:048]: Resetting cached policy values
MSI (c) (C0:EC) [18:35:39:048]: Machine policy value 'Debug' is 0
MSI (c) (C0:EC) [18:35:39:048]: ******* RunEngine:
******* Product: C:\Users\ADMINI~1\AppData\Local\Temp\29B8E30C-2A5D-4D4F-8F68-11F7EB977B62\AcronisTrueImage.msi
******* Action:
******* CommandLine: **********
MSI (c) (C0:EC) [18:35:39:049]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (C0:EC) [18:35:39:049]: Grabbed execution mutex.
MSI (c) (C0:EC) [18:35:39:080]: Cloaking enabled.
MSI (c) (C0:EC) [18:35:39:080]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (C0:EC) [18:35:39:083]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (C4:68) [18:35:39:087]: Running installation inside multi-package transaction C:\Users\ADMINI~1\AppData\Local\Temp\29B8E30C-2A5D-4D4F-8F68-11F7EB977B62\AcronisTrueImage.msi
MSI (s) (C4:68) [18:35:39:087]: Grabbed execution mutex.
MSI (s) (C4:A0) [18:35:39:094]: Resetting cached policy values
MSI (s) (C4:A0) [18:35:39:094]: Machine policy value 'Debug' is 0
MSI (s) (C4:A0) [18:35:39:094]: ******* RunEngine:
******* Product: C:\Users\ADMINI~1\AppData\Local\Temp\29B8E30C-2A5D-4D4F-8F68-11F7EB977B62\AcronisTrueImage.msi
******* Action:
******* CommandLine: **********
MSI (s) (C4:A0) [18:35:39:095]: Machine policy value 'DisableUserInstalls' is 0
MSI (s) (C4:A0) [18:35:39:095]: Setting cached product context: User non-assigned for product: D47ABDE8686099C4FBDD8F4976E81510
MSI (s) (C4:A0) [18:35:39:095]: Using cached product context: User non-assigned for product: D47ABDE8686099C4FBDD8F4976E81510
MSI (s) (C4:A0) [18:35:39:095]: Setting cached product context: User non-assigned for product: DD5C4FD27147D10339D539D9B3B79579
MSI (s) (C4:A0) [18:35:39:095]: Using cached product context: User non-assigned for product: DD5C4FD27147D10339D539D9B3B79579
MSI (s) (C4:A0) [18:35:39:095]: Setting cached product context: machine assigned for product: 00002109020090400000000000F01FEC
MSI (s) (C4:A0) [18:35:39:095]: Using cached product context: machine assigned for product: 00002109020090400000000000F01FEC
MSI (s) (C4:A0) [18:35:39:095]: Setting cached product context: machine assigned for product: 000021599B0090400000000000F01FEC
MSI (s) (C4:A0) [18:35:39:095]: Using cached product context: machine assigned for product: 000021599B0090400000000000F01FEC
MSI (s) (C4:A0) [18:35:39:095]: Setting cached product context: machine assigned for product: 00002159FA0070400000000000F01FEC
MSI (s) (C4:A0) [18:35:39:095]: Using cached product context: machine assigned for product: 00002159FA0070400000000000F01FEC
MSI (s) (C4:A0) [18:35:39:095]: Setting cached product context: machine assigned for product: 00004109500200000000000000F01FEC
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 00004109500200000000000000F01FEC
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 01E4D47B488600000000000000001010
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 01E4D47B488600000000000000001010
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 09683D6BE55704F43AA5328FCBB268CA
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 09683D6BE55704F43AA5328FCBB268CA
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 098990BCF5D15D11E99A0005AB3E711E
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 098990BCF5D15D11E99A0005AB3E711E
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 0C1F81BDF6485F640A47B5798CFAC5E8
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 0C1F81BDF6485F640A47B5798CFAC5E8
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 0E2F68123207B3546B40F0317CA2FF73
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 0E2F68123207B3546B40F0317CA2FF73
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 0F0C1C5CF26DFBD4184D7DFE93C722B8
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 0F0C1C5CF26DFBD4184D7DFE93C722B8
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 1007C6B46D7C017319E3B52CF3EC196E
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 1007C6B46D7C017319E3B52CF3EC196E
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 121E2D80A6F7BE3479DF26B944094330
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 121E2D80A6F7BE3479DF26B944094330
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 1710346FB68B936438E97394317E19D1
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 1710346FB68B936438E97394317E19D1
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 1735F6DB1CAD0F03D9EDAC6C97E1823C
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 1735F6DB1CAD0F03D9EDAC6C97E1823C
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 180D52100D0379A4288A2CD844B42665
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 180D52100D0379A4288A2CD844B42665
MSI (s) (C4:A0) [18:35:39:096]: Setting cached product context: machine assigned for product: 1926E8D15D0BCE53481466615F760A7F
MSI (s) (C4:A0) [18:35:39:096]: Using cached product context: machine assigned for product: 1926E8D15D0BCE53481466615F760A7F
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 1D9C80A5DA73D8A4093D339FC275A85A
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 1D9C80A5DA73D8A4093D339FC275A85A
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 20B91A1DE71869244AB57058F37DD475
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 20B91A1DE71869244AB57058F37DD475
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 21EE4A31AE32173319EEFE3BD6FDFFE3
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 21EE4A31AE32173319EEFE3BD6FDFFE3
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 22BEFC8F7E2A1793E9ADB411DEFE1C58
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 22BEFC8F7E2A1793E9ADB411DEFE1C58
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 22CEBCC8BD2D9CD45AA81E1A3F3AC8A8
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 22CEBCC8BD2D9CD45AA81E1A3F3AC8A8
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 23F78D254E07843418840C9B3FB53141
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 23F78D254E07843418840C9B3FB53141
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 25BBB29DFF28DE24A8C3E460F249A47B
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 25BBB29DFF28DE24A8C3E460F249A47B
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 25E7CACCECCED4C31BEBCBA2FCC1C1E0
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 25E7CACCECCED4C31BEBCBA2FCC1C1E0
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 32D70E509E1907E44ACCFE0505889F76
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 32D70E509E1907E44ACCFE0505889F76
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 381B9FA40263AE94395BDF7F8781BD7C
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 381B9FA40263AE94395BDF7F8781BD7C
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 38E1FB04BE028D11795C00905C206085
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 38E1FB04BE028D11795C00905C206085
MSI (s) (C4:A0) [18:35:39:097]: Setting cached product context: machine assigned for product: 40AC73151045D5646A005F4314891B53
MSI (s) (C4:A0) [18:35:39:097]: Using cached product context: machine assigned for product: 40AC73151045D5646A005F4314891B53
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 4217CD6B62FEA9B47A8EE6916A139B99
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 4217CD6B62FEA9B47A8EE6916A139B99
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 422F2144948316443A9EEDFED8527209
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 422F2144948316443A9EEDFED8527209
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 42C6FBF1DF1C10144AB2C065F4E9E897
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 42C6FBF1DF1C10144AB2C065F4E9E897
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 46916FD4A3663F540ACD76193932535E
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 46916FD4A3663F540ACD76193932535E
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 4BB91BBAD8382803DB4A786C0614182A
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 4BB91BBAD8382803DB4A786C0614182A
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 4C7BB6329144DF244070E152A7523ED4
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 4C7BB6329144DF244070E152A7523ED4
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 4EA42A62D9304AC4784BF2238110110F
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 4EA42A62D9304AC4784BF2238110110F
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 50FAAD8827A52D647A5C3C5769799E34
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 50FAAD8827A52D647A5C3C5769799E34
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 528F65E0F23770440A54CF251A2C331A
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 528F65E0F23770440A54CF251A2C331A
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 598A4D02C84788D478C1DF1B96B51096
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 598A4D02C84788D478C1DF1B96B51096
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 5D6775DE4B957B64FA18F5D2497D6C04
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 5D6775DE4B957B64FA18F5D2497D6C04
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 6168BCFC1D5A1824088E83F986B5AF2E
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 6168BCFC1D5A1824088E83F986B5AF2E
MSI (s) (C4:A0) [18:35:39:098]: Setting cached product context: machine assigned for product: 61BCA629E3E32F845B196F8EB7368666
MSI (s) (C4:A0) [18:35:39:098]: Using cached product context: machine assigned for product: 61BCA629E3E32F845B196F8EB7368666
MSI (s) (C4:A0) [18:35:39:099]: Setting cached product context: machine assigned for product: 64F5A450ECD690D4B80C7140824ADE65
MSI (s) (C4:A0) [18:35:39:099]: Using cached product context: machine assigned for product: 64F5A450ECD690D4B80C7140824ADE65
MSI (s) (C4:A0) [18:35:39:099]: Using cached product context: machine assigned for product: 64F5A450ECD690D4B80C7140824ADE65
MSI (s) (C4:A0) [18:35:39:099]: Using cached product context: machine assigned for product: 64F5A450ECD690D4B80C7140824ADE65
MSI (s) (C4:A0) [18:35:39:099]: Using cached product context: machine assigned for product: 64F5A450ECD690D4B80C7140824ADE65
MSI (s) (C4:A0) [18:35:39:099]: Nicht erwarteter oder fehlender Wert (Name: "PackageName", Wert: "") für Schlüssel "HKLM\Software\Classes\Installer\Products\64F5A450ECD690D4B80C7140824ADE65\SourceList".
MSI (s) (C4:A0) [18:35:39:100]: MainEngineThread is returning 1610
MSI (s) (C4:68) [18:35:39:101]: User policy value 'DisableRollback' is 0
MSI (s) (C4:68) [18:35:39:101]: Machine policy value 'DisableRollback' is 0
MSI (s) (C4:68) [18:35:39:101]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (C4:68) [18:35:39:101]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (C4:68) [18:35:39:101]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (C4:68) [18:35:39:101]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (C4:68) [18:35:39:101]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (C4:68) [18:35:39:101]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (C4:68) [18:35:39:101]: Restoring environment variables
MSI (c) (C0:EC) [18:35:39:102]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (C0:EC) [18:35:39:103]: MainEngineThread is returning 1610
=== Verbose logging stopped: 23.05.2017 18:35:39 ===
Hello Steve,
I did as you said, but I never received an answer.
Please advise what to do.
Thanks in advance!
Jac
Jac, sorry that you haven't received any response to your message, I have also sent a message to Ekaterina on your behalf.
Steve
Hello Jac,
Are you sure, you have sent a personal message to my profile? I didn't get any. Would you kindly check the list of sent messages (click on My account at the top of the page and go to Sent).
I've looked through the thread and here my comments:
Internet connection is definitely not required to install Acronis True Image 2012 Home. Even activation of a serial number could be done offline using instructions from 22152: Acronis True Image Home 2012: Activation (see Manual activation from another machine)
Such entries in the installation log are usually displayed when the installation package fails to update the registry, becuase it still contains data from the previous installations. And then installation process rolls back.
MSI (s) (2C:1C) [10:24:37:838]: User policy value 'DisableRollback' is 0 MSI (s) (2C:1C) [10:24:37:838]: Machine policy value 'DisableRollback' is 0 MSI (s) (2C:1C) [10:24:37:838]: Incrementing counter to disable shutdown. Counter after increment: 0 MSI (s) (2C:1C) [10:24:37:878]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 MSI (s) (2C:1C) [10:24:37:878]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 MSI (s) (2C:1C) [10:24:37:878]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2 MSI (s) (2C:1C) [10:24:37:878]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
Unfortunately, I haven't found any documented procedure on what changes should be done to the registry in case of Acronis True Image 2012 Home installation. So, I'd suggest using the native Windows tools to remove the remaining registry entries:
1. I'm sure you have already done this, but just in case:
- Go to Start -> Control panel -> Programs and Features
- Check if there are Acronis True Image or Acronis Sync Agent components and click Uninstall
2. Run Microsoft FixIt Tool and select I want to uninstall. Fixit Tool usually helps to remove the unwanted leftovers.
3. Have you used the latest Cleanup Utility? Here you can download the most up to date version 48668: Acronis True Image: Cleanup Utility.
! Warning: create a full image of your system under a bootable media before any changes !
Here a direct download link to the full installation file of Acronis True Image 2012 Home: http://dl2.acronis.com/s/ATIH2012_7133_de-DE.exe
Ekaterina + Steve,
thank you so far for the common efforts.
The fix it module from Microsoft showed two old installations. After removing those I could install the program, and it looked all normal and it completed the installation. I installed it as administrator. There is an icon on my desktop.
Then after re-boot the program was not running. When I start the program manually, windows responds immediately the program isn't functioning properly. The reasons is said to be this:
Problemsignatur:
Problemereignisname: APPCRASH
Anwendungsname: TrueImage.exe
Anwendungsversion: 15.0.0.7133
Anwendungszeitstempel: 4fec8c8c
Fehlermodulname: tishell32.dll_unloaded
Fehlermodulversion: 0.0.0.0
Fehlermodulzeitstempel: 58fdf679
Ausnahmecode: c0000005
Ausnahmeoffset: 60d72570
Betriebsystemversion: 6.1.7601.2.1.0.768.3
Gebietsschema-ID: 66567
Zusatzinformation 1: 0a9e
Zusatzinformation 2: 0a9e372d3b4ad19135b953a78882e789
Zusatzinformation 3: 0a9e
Zusatzinformation 4: 0a9e372d3b4ad19135b953a78882e789
when I click Search for online solution, Microsoft sais "we can't find the reason" and sais here may be hints, but when I check, those files don't excist:
C:\Users\Administrator\AppData\Local\Temp\WERAD2F.tmp.WERInternalMetadata.xml
C:\Users\Administrator\AppData\Local\Temp\WERE16A.tmp.appcompat.txt
C:\Users\Administrator\AppData\Local\Temp\WERE6F6.tmp.mdmp
Jac, I would recommend trying a further clean install now that the Microsoft Fix-It removed the two old modules by using the Acronis Cleanup Tool after doing a normal uninstall first. You didn't mention using the cleanup tool in your post above so am assuming you may have skipped that step from Ekaterina's post.
Hello Steve and Ekaterina,
It is working now :))
I did run the clean up tool several time before, but I don't remember where I had it from. The version from Ekaterina is a DOS version, and I had not seen that one yet. After that, installation worked.
Reason seemed to be this: The clean up tool opened the device manager and said to delete all Acronis entries. There were two "acronis bus" devices in there. After these were deleted, the whole system was clean. What worried me a tiny little bit, with the previous attemps it would connect to the server. Though installation did fail in the end. This time it refused to connect, but it installed anyway. I could register it also. I still hope the missing connection doesn't make the program fail later.
Thank you VERY much for your excellent help, your patience, and not let go of the subject.
Jac, thank you for your patience in working through this problem and for giving feedback, glad to hear that you have got the product successfully installed.