True Image 2015 PC Update failed
That's it. No error code supplied.
I think the build number is 18.0.0.6525
So what do I do now?
That's an anti-virus application?
I have Kaspersky Internet Security.
Bumping.
So, as no one in the forum has an answer how do I get support?
Trend Micro is resident somewhere, possibly on your router or even in your browser. Since you have not provided details about these things it's hard to say. Basically you need to track down Trend Micro and set it to allow the True Image download file to allow by possibly editing the exclusion list if you have access to it.
How do I provide details about those things?
How do I track down Trend Micro?
You can start by telling us what browser you use, give manufacturer, model number of your router if you have one. If your router is provided by your ISP contact them and see if they run it on their equipment and ask how to allow downloads through it. It is possible that Kapersky uses a Trend Micro engine so check on how to exclude the file in that app as well.
I have two computers.
Both with Windows 7 Ultimate 64-bit.
Both going through the router Asus RT-N56U.
Both have Firefox as the default browser.
Both have Kaspersky Internet Security.
Computer A has successfully been updated to Build 6613.
Computer B gives this Error message http://i83.photobucket.com/albums/j289/antonspics/big9/AcronisError01.j…
Following the instruction to contact Acronis support team sends me to this page http://www.acronis.com/en-gb/support/ but I can't find any information on how to contact Acronis support team.
I have done my best to provide you with the information you asked for.
Any suggestions?
Sorry for the delayed response. From the info you provided I would think that it is the Kaspersky Internet Security causing the problem. Trend Micro licenses it anti virus engine to other third party manufacturer for use in their products. I am not certain but I would suspect that Kaspersky has done just that.
You would need to add the update install file name to the list of excluded files that Kaspersky scans so that it will not block the update.
Thank you for the answer.
Question is why Kaspersky causes this problem on one machine but not the other? I have never white-listed anything manually in any of them.
I did try to go into the settings in Kaspersky as outlined here https://kb.acronis.com/content/46430 but Kaspersky kept hanging when I tried.
So I paused Kaspersky and tried to run Acronis Update, unfortunately with the same result. Don't know if the installer logs is of any help but I'm attaching them here.
Well, you are getting an installer log error showing 1603 error. This is linked to the Uninstaller, basically it indicates that a previous version of the product was installed on this machine at some point and when uninstalled all files and/or registry entries were not removed so essentially this is an upgrade failure error.
I an attaching a KB article link which may help you to track down and correct the problem.
Not sure I understand. The lines preceding Return value 3 is supposed to give information about possible reasons for failure but not to my inexperienced eyes.
Action start 06:01:21: CADataInitCA.
MSIGEN (18.0.10000):Failed to set msi property Manufacturer to Custom Action data
MSIGEN (18.0.10000):CommonError: code:32964709, message:, linetag:021E25E8E2FFC4B71h
CommonError: code:32964711, message:, linetag:021E25E8E2FFC4B41h
CommonError: code:32964713, message:, linetag:021E25E8E2FFC4B3Bh
MSIGEN (18.0.10000):SendMessageToInstaller: started
MSIGEN (18.0.10000):SendMessageToInstaller: MsiCreateRecord succeeded
MSIGEN (18.0.10000):SendMessageToInstaller: MsiRecordSetStringW succeeded
{94CE7DF3-91C5-4ce0-9675-A8B341A91D8B} fatal error77u/PFhNTF9TRVJJQUxJWkVSPjxTZXJpYWxpemVkT2JqZWN0PkFXVUE5d0Z4Uy93dmpsN2lJUUFrYlc5a2RXeGxBRmRET2x4WGFXNWtiM2R6WEVsdWMzUmhiR3hsY2x4TlUwazROa1ZGTG5SdGNBQUFad0QzQVVGTC9DK09YdUloQUFCcEFQY0JPMHY4TDQ1ZTRpRUFjSEp2Y0dWeWRIa0FWMDFoYm5WbVlXTjBkWEpsY2dBa2JXOWtkV3hsQUU0QUFBQUFBQUFBQUFBPTwvU2VyaWFsaXplZE9iamVjdD48L1hNTF9TRVJJQUxJWkVSPg==
MSIGEN (18.0.10000):SendMessageToInstaller: message sent
CustomAction CADataInitCA returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 06:01:23: CADataInitCA. Return value 3.
Action ended 06:01:23: INSTALL. Return value 3.
Did you in fact at some point have a previous version of True Image or another Acronis product installed on this machine?
If yes what was the product and what version of that product and how did you uninstall it?
I've had Acronis True Image since at least 2004, perhaps earlier but Gmail only goes back that far. On this machine since about 2011. Same goes for Disk Director.
Don't specifically remember any uninstallations or new installations. I assume I have updated them when being prompted by Acronis just like this time. Back in 2011 when I migrated the System C-disk to this machine from another machine I remember I had to give the licence key again as Acronis was about the only software that discovered the move.
So it would be surprising if the normal update procedure suddenly complained about old installations.
It might be surprising but I believe that to be the case here. My suggestion is to uninstall the True Image product from the machine. After you uninstall check the knowledge base for "True Image 2015 Cleanup Tool". Once you find the article open and find the download link for the tool and download it. Follow all the steps outlined in KB Article on using the tool including those that require registry changes. When completed run the installer again. This should work. You might have to reregister the product but that is not a big deal.
Thank you for the reply.
I have followed your instructions. However, I'm holding off with re-installation for the moment. I'm currently having a conversation going with Kaspersky's support about KAS 2015 hanging when trying to set permissions even with Acronis completely uninstalled . I would like to sort than one out first.
I can certainly understand that. As another point here that I should have mentioned before, if and when you do uninstall and reinstall the TI app you should consider disabling the KAS app during the installation so that it will not interfere with the install.