Windows 7 and Acronis support
I recently upgraded from Vista to Windows 7. I was previously using Norton Ghost as my backup application but it doesn't work under Windows 7.
Acronis publicity says that True Image works under this operating system so I bought and installed it but recovery doesn't seem to work.
When I try and recover a file I either get the message that the request cannot be completed because Windows Live ID Service could not be found or I get an error message which says "Specify location of the volume 1". I don't have a volume 1. This is followed by another error message saying " Failed to recover file or folder 'ADAPT_Installer.exe". I wasn't trying to recover this file.
After clicking "Cancel" a number of times I get the message "The operation was successfully completed" - but it wasn't.
I have sent three support request to Acronis but haven't received any reply apart from the standard, "We are sending you this letter to assure you that your message has been received".
Has anybody got True Image working under Windows 7?
Has anybody ever got a reply from Acronis support?
At the moment I have no usable backup and if I had a disaster I would have to reinstall Vista so unless I can get True Image working under Windows 7 I will have to uninstall it and buy something else so I would be very grateful to anybody who can respond quickly.
David
Frode,
What you say is of course true but if part of the application doesn't work I can have no confidence in the rest of it. My confidence in the application is further eroded by the fact that I submitted a support request six days ago and have received no response
Can you restore single files and have you tried restoring from the rescue CD?
Regardless of this I bought the application to do both and if it won't I want my money back. The fact that I can't get any kind of response from Acronis leads me to believe that this isn't going to happen in spite of the fact that the product they have supplied me with doesn't work.
David
I should have specified. I was replying to this question:
Has anybody got True Image working under Windows 7?
I haven't verified a full partition restore with the 2010 version yet, but I have browsed .tib files and recovered individual files without any issues.
Probably the best way to get in touch with official support is to use the online Chat service.
Ver. 2010 works well with Win 7 both restoring via the CD and the ability to use Windows Explorer to extract files from an Image.
Thanks for the suggestion but unfortunately to use the chat service I need the serial number of the product which I do not have There doesn't seem to be any way of finding this from the interface so I sent a message to support asking how to find it - of course they did not reply.
Since you have got the thing working let me describe in detail what happens when I try and mount a backup.
1. Right click a tib file file.
2. Click "archive" and then "mount"
3. I received a warning message saying "Specify location of the volume 1". I don't know what this means - I don't have a volume called 1. (I searched the help files but there is no mention of this.)
4. Click "browse".
5. I received a message saying "Your request cannot be completed because the Windows Live ID service could not be found or did not respond"
6. After clicking "Cancel" several times I received the message "Cannot assign a drive letter to a partition from the backup archive". (It's actually on G).
I would be interested to hear what happens when you do the same thing.
David
... I need the serial number of the product which I do not have There doesn't seem to be any way of finding this from the interface ...
David
Hi, David - If you go to the Acronis Home Page, and log into the 'My Account' in the upper left-hand corner, you can get all of your registration keys when you go to the page that lists all of your Acronis registered products.
Alan
Alan,
Thanks for your response.
Unfortunately I have never managed to register the product because to do that I need a serial number…
I finally got it by telephoning the company's headquarters in Massachusetts, (I am in Hong Kong).
After they had sent me the serial number they sent me an e-mail asking me how satisfied I was with customer service. For your information I have appended my reply.
David
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I have no record of case #00389898 however I did receive an e-mail from Sunil Kumar on the 4th of November giving the licence number of the product.
However this e-mail was only received a after I telephoned your head office in Massachusetts, (I am in Hong Kong). Other questions I have posed to support remain unanswered.
After receiving the e-mail I replied asking for clarification on on one point. This e-mail went unanswered.
I have spent hours on the chat line trying to get True Image to work. The first agent fail to diagnose the problem and suggested the course of action which proved to be extremely time consuming and completely useless.
The second agent correctly diagnosed the problem but failed to send a promised e-mail confirming the steps to be taken.
Your support service is the worst I have ever encountered from any company. You don't reply to support requests and you don't answer emails.
Even though I have now got True Image working I have no confidence in the product. If I had a problem with disaster recovery, judging on my past experience, it would be difficult if not impossible to get any help. I may well replace True Image with a product from a manufacturer who is able to provide adequate support.
As you will have guessed I will never buy any of your products again.
David Gaskill
I have a similar problem. I have set up a task to create periodic incremental images of my OS Win 7. Now I tied to recover the last image and got the message " specify volume 2". Since I have no idea how to do this I interrupted the process, got the message that the recovery is done - but it was not.
Now I tried the same with a full back up image. And this worked fine.
Win7 creates 2 partitions - a small one with 100 mb and the real one for the OS. Is that part of the problem?
RB