ATI2010 Does not work (at all)
Hello Everone,
I installed ATI2010 in the middle of December and to date it has never worked at all, I have sent two web mails to the support team and one email but it seems no one is home or else not interested I am running 32 bit Vista and this freezes about 5 to 10 minutes after starting any Acronis process, no error messages are displayed when checking the log after reboot it seems to be failing when locking "C" drive.
I have also re-installed three times as well, with the new online version.
I have dowloaded snapAPI file and installed but it's still the same, freezes after a few minutes.
It seems (after looking at the forum) I may have bought a pig in a poke also Acronis does not appear to have any interest in the problems it's customer are having (the least they could do is answer emails, maybe they are waiting for my 30 days to expire so they can charge me to repair their errors!!!!)
I am hoping one of you guys can help otherwise this is going back to where I bought it within the next couple of days!!
regards Scottie
Hello
I have the same problem and I'm really disappointed about it. I'm old costumer of ATI (9, 11, 2009 and unfortunately 2010 update). ATI "save my life" and my time many time and I bought the new version not only to get new new features but also to encourage the product.
Last year I had already had a deception with another product (Acronis Disk Director 10.0) but it was not essential.
Each backup I try ends by a freeze of the computer (Vista home premium) that I must close the hard way using the stop button.
I tried an tried to uninstall and reinstall ATI 2010 many time with and without firewall and anti-virus. I tried also with the last version found on my account.
The only thing I haven't tried yet is installation with the Windows mode "without failure" (I hope that it's understandable !)
Worse, I tried to reinstall ATI 2009 that worked perfectly until now and amazingly the result is the same.
The uninstall procedure is probably "dirty".Looking in the registry I found that after uninstallation a true image key is left. I don't know if it's related with the problem but I didn't dare to destroy the key.
Otherwise the computer is working and I'm not ready for the moment to restore with my one month old disk backup.
The value for the money (Disastrous) is one thing, but the other is that I don't like taking unnecessary risk so If no solution is brought, I will have to find another backup system and this would be definitive.
Regards Gilles. Sorry for my English.
Gilles, try using a Windows Restore point that is dated before you installed the 2010 update. Then afterwards, see if you can re-install 2009.
Thank you for your answer, but I tried that also and it didn't work. I don't understand why. I think that restoring my last Acronis backup could work but it' s not elegant and but it probably would mean loosing data even if I'm very cautious when copying my personal files before. So if Acronis don't bring a quick and efficient correction, I will have to choose another solution of disk backup before.
Furthermore, when talk about data safety, trust is a one shot gun.
Regards Gilles.
Gilles:
Try the advice in this post from Acronis Support: http://forum.acronis.com/forum/6213#comment-15801
The post is titled "...Windows 7" but recent updates from Microsoft also affect Vista.
Hello Mark
I've tried that and now when I want to open ATI 2010 I find the message (About) : " An older version of the soft has been found, you must restart the computer before opening ATI". I do it and the message comes again.
Have a nice day.
Hello all,
First of all, I'd like to apologize for the inconvenience you experienced with our products. Let me assist you with this situation, I would be glad to resolve it.
Scottie, have you followed the suggestion given by DwnNDrty? Could you please let me know the results?
All suggestions given by DwnNDrty and Mark are correct, thanks!
Gilles, let me summarize the situation you experience, please correct me if I'm wrong:
You have tried to create some backup with Acronis True Image Home 2010, and such process froze your Vista system. After that, you have tried to reinstall the product (and its previous version also) but it does not help either - the same hang occurs again.
If that's correct, let me list some possible causes of the situation:
1. Product is not able to create Snap shot of your drive (that's why you were suggested to update SnapAPI)
2. Some third part software (such as intivirus) installed on your PC, which blocks our product
3. Destination \ source hard drive issues, connection dropouts
Let's do the following in this sitaution:
- First of all, please make sure that you've uninstalled the product correctly, by following the instructions:
1) Uninstall all acronis components from Add-remove Programs (if present)
2) - Download the Windows CleanUp utility, install and run it:
- Select all Acronis products hit Remove:
3) Reboot the machine
4) Delete the following folders:
\Program Files\Common Files\Acronis
\Program Files\Acronis
5) Start->Run->regedit and delete the following brunch
HKEY_LOCAL_MACHINE->Software->Acronis
6) Reboot again
7) Install the software
- If you performed backup on network drive or external drive, please try saving it to the internal one.
- Check your drives for errors by doing following:
Go to the Command Prompt (Start -> Run -> cmd)
Enter the command: "chkdsk DISK: /r"
where DISK is the partition letter you need to check. Please note, that
checking the C: drive may require you to reboot the machine.
- Disable antivirus software on your PC
- Please try to perform the operations using Acronis Bootable Media. To create it please follow: Tools -> Create bootable rescue media. Then boot your machine from it and you will be able to use Acronis True Image without booting any OS.
Acronis Bootable Rescue Media is a standalone version of Acronis True Image Home, burned onto a CD and based on a Linux operating system.
If this does not help, please let us investigate the issue and clarify the following:
- Could you please let me know the build number of the product, which you can find in the Help -> About dialog (it should be a 3 or 4 digit number)?
- Which backup are you trying to perfom? What is the source and destination?
- Could you please provide me with the exact sequence of actions that lead to the issue you report, so that I can try to reproduce it?
Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.
Looking forward to hearing back from you.
Regards,
Hello Alexander,
I have followed the suggestions by DwnNDrty, but this has made no difference, I have also switched off all antivirus software and tried running it in safe mode with minimum processes working, nothing seems to work, I have been working on this evey night and do not seem to be making any difference AND I still have not had any replies from your support team who have not answered three web/emails so far, are you the only one working there?
Also it appears my thread has been hijacked by Gilles and you have let him, It would be better if Gilles had his own thread for his own problem.
Regards
Scottie
Hello Alexander
Sorry for my late answer.
- I followed your procedure until point seven with firewall and anti-virus activated.
The result is mixed but I'm quite satisfied with it : I didn't manage to install a functional ATI 2010 but I managed to reinstall ATI 2009 and to perform a backup of my drive.
- One specific problem of my configuration was that I had "Acronis Director Disk Suite" installed. By the way, it's not a hit but this is not the subject. Before posting, I tried without success to remove it. When I wanted to reboot, windows was unable to start and the automatic repair tool made a restoration with Acronis Director Disk Suite reinstall, so I was taken in a loop.
In the end I managed to remove it after having (Reinstalledt) repaired it.
- Windows Clean Up utility was not useful.
- The destruction of the registry key was probably the useful part.
- I tried to reinstall ATI 2010 but the problem was the same and was a little despaired.
- Anyway, I did again the whole process and I tried with ATI 2009 and it worked.
I guess there is really a problem that must be fixed with ATI 2010.
Maybe Acronis should propose ATI 2009 to people experiencing the same kind of problem with ATI 2010.
Thank you for your help.
bump
I have sent numerous emails and web mails to Acronis and there is no reply, It seems the company has a lot of problems, I have noticed in the past that firms not answering mail and ignoring customers are on the slippery slope to extinction, you cant recomend a firm you cannot contact and I am sure I would not buy anything with the acronis brand name on it or recommend it.
If they just answered their emails and said they were working on it I would be Happy to wait but ignore customers at your peril.
Scottie
Acronis still not working and I am still waiting for replies to my web and emails sent to Acronis, no resonse whatsoever.
Regards
scottie
Still waiting no replies to date and no working Acronis.
hello Ilya,
Thanks for the response, I used your link and downloaded the file and installed the drivers plus disabling the logging but things have now got worse I click onto Acronis Icon and it will not start, I get a micrsoft error attached, with the contents :-
Problem signature:
Problem Event Name: APPCRASH
Application Name: TrueImage.exe
Application Version: 13.0.0.6053
Application Timestamp: 4afb80db
Fault Module Name: MSVCR80.dll
Fault Module Version: 8.0.50727.4053
Fault Module Timestamp: 4a594c79
Exception Code: 40000015
Exception Offset: 000046b4
Read our privacy statement:
http://go.microsoft.com/fwlink/?linkid=50163&clcid=0x0409
looks like I may now need to reload Acronis?? If I do this will probably mess up the drivers loaded with the patch you supplied?
regards Scottie.
Have had one reply by Ilya, but have still not had any reply to my multiple emails to Acronis and still no further forward!
Scottie
Hello Scottie,
I have contacted a responsible person, he'll have available support professionals to work on your cases as soon as possible. You can also use our Live Chat if you need an immediate assistance.
Please accept our apologies for the delay with the response.
Thank you.