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Upgrading from True img 9 not correct working, source drives not visible, extras not working

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Hello all,
I have a bunch of problems with my upgrade version:

During install the installer required the key of my 'true img 9' version, but did'nt accept it.
I have copied it directly from 'www.acronis.de/my/products/'

After this have tried to install the 'true img 9' to my Win7 PC and installed 'true img 2012' on top of it.
Installing was successful then.

But this installation is not working!
It is impossible to choose a source for the Backup.
The tools -like the 'Acronis drive cleanser' - are crashing with the message:
'Kann Computer nicht initialisieren
Initialisieren der Snapshot Manager Bibliothek fehlgeschlagen'

In the device manager there is a 'Acronis Backup Archive Explorer' driver whitch is marked with an exclamation mark (I would suggest, that this driver is the root cause of this mess)

Only the generation of a bootable disk was working. It was possible to boot from this disk and to make/restore a backup.

I have also a question according the Acronis homepage:
Under '/www.acronis.de/my/products/' i can only see my old products.
The new bought 'true img 2012' is to be found under:
'/www.acronis-upgrade.de'
does anybody know, why my serial nubers are split on two different pages with different login?
I can't reach the Acronis customer support, because the support of the old products is over and on the '/www.acronis-upgrade.de' is no link to an official support.

any help is appreciated
thanks,
Robert

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Hi there

I uninstalled Trueimage 2011 before my Test .
The trail 2012 had a similar problem. No source disc available butI did see my old backups from True Image 2010/11.
It's working now after I used their uninstall 2011 utility which by the way uninstalled 2012 as well again.
After reinstall and entering the Test serial again and leaving the check mark on activate I have a working Test version.
So far the UI is a big improvement, not quite what I liked from 2010 but WAY better than 2011.
Hope that helps

Julius

PS:This is what I used: http://kb.acronis.com/content/14871

A number of problems here. The installation of TI9 which isn't Windows 7 friendly is likely to make not only Windows unstable but True Image as well.

The error message you are getting points to the wrong version of SNAPAPI installed and possibly if it is the TI9 version in the wrong place in registry.

Try:

Running a repair install.

Download the SNAPAPI from here, this is the one used for 2011 German edition, but once that is in place, the 2012 installer should be happier as all the entries will be correct for Windows 7.

Not sure if related to this post, but I went from TrueImage 10 up to 2012 (on Windows XP SP3) with the Upgrade version. Most features look like they're operational, but when I go to do a Backup, no Drives show up in Source. If I use the Tools > Disk Management > View current state of disks an error occurs -

Failed to open (initialize) error

I tried the KB suggestion to install new SnapAPI drivers, which didn't affect it. On the installer, I noticed you can Uninstall as well, so did that and then re-installed latest SnapAPI drivers. Still no change to Acronis TrueImage 2012 - Error shown above.

Next is uninstal TI2012 and start again?

Still trying to work it out... but thought I'd add a side-note for newbies like me!

I uninstalled the new 2012 version, thinking a fresh install may correct the problem outlined above. All well and good, until the second time it installs it's different - now the install asks for the old serial key as (of course) it had recognised it's installation previously (and I assume picked up the key internally)... but... it also (I assume) uninstalled Version 10 (the old copy) as now it needs the code.

Anyway, I don't have the old email with the purchase key anymore (or handy at least). So... watch that one, if you get stuck in my same situation.

This is quite annoying now... running out of C:\ drive space when re-installing (which is why I'm trying to get a whole disk backup to go to another drive)... ha ha ha... arrrggghhhhh!

Mark,

You can get your serial numbers of all your Acronis products from your account page. Just download 'All Serials', of course this assumes you registeredf your v10 serial number in the first place.

If you haven't, then send Acronis and email stating the date you purchased v10 (if you can recall) and any payment information, they should be able to find your purchase records and provide you with the serial number.

Colin,

thanks for your answer.
Obviously Mark and I have the same problem.

Your suggestion was not working for me either.

A new install is not possible for me, cause of my licensing problems.

I will try to get in contact with the people from ''www.acronis-upgrade.de'' even if it seems that they are only sellers.
I need to solve this license problem, especially cause i have also bought a second license for my laptop with much more valuable data.

Any other ideas to make it work?

@Robert and Mark,

The only other solution I can think of at this moment is to download the 2011 Acronis Cleaner, run that (beware it will stop any other Acronis product you have installed working as well), reboot and then try a new install of 2012.

The cleaner is here.

@colin,

i have just written an email concerning my license problem to 'hallo@edv-buchversand.de', which seems to be the official Acronis seller for Germany!?

I will try the cleaner and hope the seller is able to solve my problem with the license.

thanks again for your effort!

Another follow up... managed to run the 2011 Cleaner program. Did the reboot. Then re-installed 2012 version.
Entered suitable upgrade Serial keys. All seems finished. Go run, mouse freezes.
Thought I noticed a mouse freeze forum message yesterday, so will look at that... and then let 'anyone' know if the Cleaner sorted my issues.

[Edit]
Damn! Suggestion was to report to Acronis for consideration... I'm using a USB Logitech wired optical mouse (where as other reports mention Wireless?). Oh well, better go get the Windows manual, to see if there are any short-cut-keys for Mouse control to see if 2012 version is even working... yet. :-(

[Edit]
To exit out of mouse freeze I just went CTRL + ALT + DEL to get Manager, and use ALT key to open menus, then move across to the Shut-down menu and select Log Off User. This will exit fairly quickly and save a complete reboot. Then mouse returns as soon as windows logs out. Log back in and activate the MouseKeys in Accessibility control panel... but don't bother, cause the TI 2012 mouse lock, freezes (or kills?) that process as well. ie. it seems to kill the Mouse in general? MouseKeys don't operate.

Sending in an Acronis support ticket... still don't know if my re-install actually worked.

Ok... getting somewhere... I think.

I didn't send in Acronis support ticket, but found an old Acronis user comment (2006?) about an old version doing a similar thing. They found using a PS/2 mouse fixed the problem (back then)... well, it seems to work now as well.

I tried two USB mouse with no luck, I put a "PS/2" converter plug on the same USB mouse and rebooted in PS/2 mouse port running, and then Acronis 2012 worked, with no Mouse Freeze... and all the previous uninstall, 2011 Cleaner, re-install 2012 seems to have worked.

No joke... but, now the PC I'm doing all this on, seems to have HTTP outgoing issues for Internet connections (ie. browser just stopped working). I am now trying to reboot, take of PS/2 settings and see if it's that or is it another aspect of TI2012? (which I really hope not?).

Mark,

The browser hanging, this could be 2012 accessing it's database, 2011 occasionally did this and it was noticed by one person during beta. If you are using Firefox this will also happen when Firefox searches for updates and decided to clear it's cache at the same time.

Mark Kram wrote:

Not sure if related to this post, but I went from TrueImage 10 up to 2012 (on Windows XP SP3) with the Upgrade version. Most features look like they're operational, but when I go to do a Backup, no Drives show up in Source. If I use the Tools > Disk Management > View current state of disks an error occurs -

Failed to open (initialize) error

I tried the KB suggestion to install new SnapAPI drivers, which didn't affect it. On the installer, I noticed you can Uninstall as well, so did that and then re-installed latest SnapAPI drivers. Still no change to Acronis TrueImage 2012 - Error shown above.

Next is uninstal TI2012 and start again?

Hi Mark,

I have the same issue with missing source drives and got the same error message. I have purchased ATIH 2012 with Plus Pack (on Win XP SP3) and have no previous version. It took me 2 days (no joke) to install it so I am not keen on re-installing. Have you fixed this problem and how?

Regards,
Joerg

As a registered user I cannot download the clenaer. Super Acronis. If you want to loose your data, buy Accronis.

Burning Eye wrote:

As a registered user I cannot download the clenaer. Super Acronis. If you want to loose your data, buy Accronis.

Please save the pointless indignation. You're making yourself look foolish by blaming Acronis for your problem.

If you can't download the Cleanup Utility, I suggest that the problem is at your end. Perhaps try a different browser or tell your browser to allow the download.

Acronis True Image Cleanup Utility for 2011-2013 can be downloaded here: http://kb.acronis.com/content/34876