[RESOLVED] Update failed - can no longer use TI.

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I have found it very difficult to get support for a current product. I am a long-time user of TI and up until now your support has been very good. Now it seems to be non-existant. There is no way I can send an email to technical support and your chat line does not work. I sent an email to customer support on 19-May-2012 but have not received a reply. I have not been able to backup my system since then. Here is a copy of the email I sent to Customer Support:
"I went to perform a backup and was informed that there was an update which I downloaded and tried to install. The update failed and I was not able to run the new or existing TI 2012. I tried repairing and uninstalling without success. I downloaded the latest update from my account. Nothing I do will run TI and before the update it was working perfectly. I am a long time user of TI but am at a point where I am about to find another backup program. It has taken me hours to find a support link that works and your live chat does not work."
I consider this request for assistance URGENT as I am unable to backup my system.
David J. Smith.

mar 29/05/2012 - 21:46
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David,

I am assuming that you are past your 30 day purchase support coverage, but if not, try again on the contact to support via live chat.

At the moment, probably the easiest recovery would be to restore one of your most current backups overtop your current Drive C system partition. This would restore you back to a working system.

It is possible to make current backups of your system using the bootable media CD from your prior version;
or you can download the most current 2012-7119 iso bootable media file and once burnt to cd, it can be used top make backups of your system via the recovery CD.

You can also use the 2012 cleanup utility to perform an uninstall of the current 2012 and then retry the installation. If you run the cleanup, be sure and read the comments in the KB article. 2012 cleanup utility link inside my signature below.

mar 29/05/2012 - 23:51
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I have the same problem with 7119 but have the backups on a remote network hard drive :-(. So how do i id the .iso download? TIA

mer 30/05/2012 - 03:18
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Greetings Everyone,

Thank you all for taking the time to post on our Forum, I will be glad to offer my assistance.

Additionally, as always, we appreciate your help GroverH.

David Smith, please accept our apologies for any inconvenience caused by your recent update installation and subsequent support request application issues.

Upon checking your entitlement for support at Acronis Customer Central, we regret to inform you that your support program expired last year, which is valid for 30 days upon product registration. However, that is not to say that I will not assist you with your issue, but simply for future reference.

To have your copy of Acronis True Image 2012 back up-and-running, please kindly follow the solution steps as listed below:

1) Download the Cleanup Utility and follow the instructions from our Knowledge Base article to wipe your system of any traces of Acronis True Image Home 2012, as update installations at times may not be able to remove them automatically during the installation process.

2) Install the latest build 7119 of Acronis True Image Home 2012 that you have downloaded from your account.

You should not experience any issues from hereon, and in case you do, please notify us at your earliest convenience to further assist you with them.

As an addition to what I have mentioned about your support requests, should the need arise you may contact Acronis Customer Central upon purchasing a Pay-Per-Incident (PPI) directly from you web-account, and our Support Professionals will address your urgent issues either through email, live chat or phone support. Please review our support options chart to further acquaint yourself with our support programs. For more information on receiving support from Acronis Customer Central please see our Customer's Handbook.

ted medin, we apologise for the installation issue you experience at present, I would be glad to help you resolve it, however could you please elaborate on your issue for us to be able to assist you with it, and also kindly clarify what you mean by "id the .iso download". Are you by any chance referring to identifying the product build number of the downloaded update package?

Please let me know if I can be of help with any additional questions or issues you may have.

Best regards,

Volkan

mer 30/05/2012 - 09:28
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Ok i was able to figure out the iso download & will try the clean up utility.

mer 30/05/2012 - 20:59
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Hi, Volkan,

I'm experiencing similar problems to the point that I cannot even open ATIH2012; it just churns on (presumably) preforming the backups I'd set, but I have no means of ascertaining anything else about the program.

I tried following your prescription above but the links you provide pertain to the cleanup utility for ATIH 2011 and earlier NOT 2012!! Also, the link to the Knowledge Base article failed using my browser (Google Chrome).

My system is WINXP SP3. Pleas help as I'm baffled about what to do next. I am most disappointed with Acronis's performance to date. I've been unable to resolve the problem posed earlier about the fact that I'm unable to create a boot disk in the absence of WinXP installation disks.

jeu 31/05/2012 - 10:15
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mvp

Here is the link for the 2012 for 2012 cleanup utility:
http://kb.acronis.com/content/24545

jeu 31/05/2012 - 20:58
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
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I am not happy Volkan.

Everything was working fine until earlier tonight 31st May 2012...

Then I saw the 'new version' notice

I started the upgrade installation and now I have no working Acronis 2012 Home version!

Error dialog:- tndhlp.exe - Bad Image

MPR.dll cannot run on this Windows or an error (paraphrasing)

Now I am stuck with no version of Acronis working, Acronis refusing to install - and to add insult to injury
my serial numbers are now not recognised. I am very frustrated, I have spent hours trying to get Acronis working.

Please help me to get Acronis 2012 Home version working again... I have found all the info in the knowledge
base, run the Cleanup utility and so on - I feel very much let down by Acronis.

Upgrade from 2010 version, I have used Acronis for many years. Some of us home users do have problems from
time to time with this otherwise-very-useful and that's understandable

If only I'd stopped with the last version... I hear people saying that over the years and now I know why they say it,
I add a rueful smile :)

Thanks in advance for any support

jeu 31/05/2012 - 23:32
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Peter,
Probably the quickest and easiest workaround would be to use one of your most recent backups and restore your system partition (drive C) back to when everything was working correctly.

Later, after you have a working system, you could retry the update but this time, download the update from your own registration page and you do the install manually.

Look at item #3 at this link for a restore example.
http://forum.acronis.com/forum/29618

ven 01/06/2012 - 00:00
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
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Thank you, Pat L and Grover H,

The link to the cleanup utility is appreciated, Pat L. I may still need it although the normal 'uninstall programs' in windows Control Panel appears to have worked; the offending icon no longer appears on my desktop.

I'll be reading up on the material you recommended above, Grover H, but I already have a problem with your recommendation to 'download the update from your own registration page...'. I'm lost already! What is 'my own registration page' please? Is it the place where I log into on the Acronis website or what?

If I can find a Windows backup program that is as easy and as reliable and trouble-free as my Mac's 'Time Machine' I'l be writing off my 'investment' in Acronis after less than six months of use and going to it. Based on the comments elsewhere and my experience to date, I have no faith in Acronis True Image Home 2012. Please, Volkan, try proving me wrong!

ven 01/06/2012 - 09:52
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Legend
Contributions: 172
Commentaires: 11125

John Snell,
To download the latest update.
1. Click on the support link at upper right corner of this webpage.
2. Log in to your Acronis account.
3. Click on the "My products & downloads" option along left margin.
4. Choose the software version you want to download.

Peter,

Assistance in uploading screenshots--
Click the top line of my signature below and find index item #1-I

ven 01/06/2012 - 13:20
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Contributions: 1
Commentaires: 8

My heart is warmed :)

Ed and Anton are being very helpful and very speedily

It appears (OP David) that we can pay-per-incident to raise a support ticket,
it's $9.95 per incident - but this is refundable if it's a bug. This seems
reasonable given how supportive Acronis support personnel are being

Peter

ven 01/06/2012 - 13:58
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Contributions: 1
Commentaires: 8

My failure-to-install as observed above was very speedily fixed for me by Acronis Support's Lev, who contacted me and found the problem on my machine

I had >50,000 stray files in my Temp folder and I had forgotten that in the good old days of 10 floppies ready for an install we'd first checked that our Temp folders were clear so that any new installation did not run into trouble with identically-named Temporary files left by previous installations - which use temporary files during installation

Acronis Support people could not have been more patient and professional and I was soon up and running again - thanks Acronis Support!

Keywords: unable to install, Acronis Trueimage problem, error warning dll, delete temporary files, and finally from now on run a clean machine Peter :)

Peter

mar 05/06/2012 - 12:41
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Contributions: 1
Commentaires: 8

And also thank you Grover for your note on attachments ^ that I missed earlier... very nice work and I will inwardly digest that comprehensive how-to page - thanks again! :)

Peter

mar 05/06/2012 - 12:46