Win10 upgrade
I am attempting to upgrade from Windows 7 to Windows 10. During the upgrade process, I get stuck on the below screen and cannot proceed.
Acronis 2012 was installed and was removed. I ran the Acronis cleanup tool. I further manually searched the registry and removed a couple of entries.
I have tried reinstalling/uninstalling. I've also tried upgrading to Acronis 2021. I've then tried uninstalling Acronis 2021.
Any ideas of where the Win10 installer is finding some remnant of Acronis and how I can remove it in order to proceed?


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I've used the Acronis Cleanup Tool. It is the one I was referring too. Appears to have removed True Image 2010, but True Image 2020 still refuses to recognise that it has been uninstalled, and will not install. So what to do when the Acronis Cleanup Tool fails??
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Jim, have you restarted your PC since using the cleanup tool?
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Yes, several times. Tried the removal tool a few times as well. Keep getting the same error when trying to install TI 2020.
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Jim, if you click on the 'View Details' button, does it give any more information?
You may need to do a manual search of both the C: drive and Windows Registry and look for the following:
Acronis folders:
C:\ProgramData\Acronis
C:\Program Files (x86)\Acronis
C:\Program Files (x86)\Common Files\Acronis
C:\Program Files\Acronis
C:\Program Files\Common Files\Acronis
C:\Users\[name]\AppData\Local\Acronis
C:\Users\[name]\AppData\Local\VirtualStore\ProgramData\Acronis\
C:\Users\[name]\AppData\Roaming\Acronis
Registry entries:
HKCU\Software\Acronis
HKLM\Software\Acronis
HKCU\SOFTWARE\WOW6432Node\Acronis
HKLM\SOFTWARE\WOW6432Node\Acronis
Left over .sys and .dll files at C:\Windows\System32 and C:\Windows\System32\Drivers.
Look for files starting with snap that may have a number in them.
Something like snapxxxx.dll or snapxxxx.sys.
Where xxxx would represent a build number of True Image. (13.0.7160)
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Jim, are you the same person as the original poster (Toel Ernandes)?
Are you still running Windows 7?
Four versions of True Image have been mentioned here... 2010, 2012, 2020 and 2021. Is this really the case or is there a typo somewhere?
At what point is the True Image uninstall message coming up? Is it part of a True Image install or a Windows 10 install?
Can you clarify the sequence of events?
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Bruno, this is a follow on from Cleanup to allow for Acronis 2020 installation that was held up for moderation.
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Steve Smith wrote:Bruno, this is a follow on from Cleanup to allow for Acronis 2020 installation that was held up for moderation.
Well that makes a little more sense of things.
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Steve Smith wrote:Jim, if you click on the 'View Details' button, does it give any more information?
Nothing much. Just:
"The version of Acronis True Image installed on your computer cannot be automatically overwritten. Please uninstall it manually and then restart installation."
I'll try to look for and remove some of the files/folders above first before I start editing the registry, and see how I go.
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I performed a registry search for "13.0.7160". See the registry info attached in the jpg. Nothing terribly private in there, AFAIK, so I have just copied the whole page. A whole list of Acronis related install info.
A little relucant to start randomly deleting registry entries, though I am exporting my registry to a backup file as we speak.
Any suggestions?
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Jim, I think Steve's list of folders and registry branches is pretty good. Also, clean out your temp folders.
Additionally, if you feel up to it, run CCleaner (or similar program) to see if anything else shows up under the Acronis name. With CCleaner, you can back up any registry entry it deletes.
Check your services to see if any Acronis service is left around.
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Ok, problem solved. I ran CCleaner (the free version), which appeared to clean a lot of things from the registry, but that made no difference.
So I bit the bullet and deleted the entire registry folder shown in my last post in this thread. The "3A83DE762884..." folder. TI 2020 installed without a hitch after that. I left the computer to run a backup overnight last night, and woke up this morning to it all complete.
So.. problem solved! Thanks Steve and BrunoC for your help. One to add to the database - for those of us running Windows 10 on 10 year old PC's that started with Acronis a decade ago!
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Jim, I'm sure you realize this, but I'll bring it up anyway. When removing a branch from the registry (e.g the "3A83D..." branch), you can easily just export that one branch as a .reg file so it would be very easy to restore if need be.
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Thanks Bruno. I am no registry expert by any stretch. I backed up the registry, so could have restored it if required, but yes it would have made sense to export just the branch I deleted.
All good so far anyway. PC working well, and I have now cloned the PC from SATA drive to SSD, which has improved it's performance by a big margin. Have a new scheduled Acronis backup going to another internal SATA drive. Should keep me going for a while until I bite the bullet and replace this PC.
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