[RESOLVED] ATIH 2012 PP - update 2 - bootable ISO download contains build 6154 - where 7119 expected

I have signaled this to Acronis. Might not be an error.

Wann wurde die ISO denn heruntergeladen?

Meine ATIH 2012 PP Boot CD ist Build 7119, die ich mir heute heruntergeladen habe.

Greetings philippg,

Thank you for joining us on our Forum, we appreciate your efforts to post your issue.

As always, we appreciate your efforts and solution posts Pat L and G. Uphoff. 

To confirm your issue, I have downloaded the very same Acronis Bootable Media from your account, and upon booting from it, the corresponding build number appears to be 7119. There may have been a recent update on our website and the time during which you were downloading the media may have coincided with it.

Presently, you should not have any issues with a second attempt to download and use the latest build for Acronis True Image Home 2012 Bootable Media.

Despite your repeated attempts to download the Acronis Bootable Media, you still experience the same issue, please kindly inform me at your earliest convenience so that I may discuss the matter with our Website Developers, and in the meantime, issue you with the latest version of the Acronis Bootable Media.

Should you have any additional questions or issues, please feel free to let me know.

Kind regards,

Volkan

the download still contains build #6154
the contents in the ISO is from 2011-12-27

see attached screenshot.

i'm just so tired of the increasing issues with acronis software and services.

please let me know once the download thing is fixed, again.

i'm still not able to download the bootable ISO for plus pack "update 2".

can someone help, please?

Lade hier die ISO der ATIH 2012 PP Boot CD Build 7119 herunter:

https://www.acronis.de/my/index.html

still does not work.
it makes no difference whether using https://www.acronis.de/my/products/ (as suggested by g. uphoff) or https://www.acronis.eu/my/products/ (as used previously).

by the way: for download verification i'm no longer writing the ISO to CD. i have wasted too much CD media, already. instead i open the ISO, open the subfolder "Recovery Manager" and check the modification date of the files included. they keep showing up as 2011-12-27. so i conclude it's the old build #6154. i hope there is nothing wrong with this approach.

as everybody else does not have any issues it seems to be specific to my user account, only?

i'm wondering what volkan meant by saying "To confirm your issue, I have downloaded the very same Acronis Bootable Media from your account, and upon booting from it, the corresponding build number appears to be 7119."

Habe die ISO der ATIH 2012 PP Boot CD Build 7119 von Acronis.eu heruntergeladen.

https://www.acronis.eu/my/products/

thanks, g. uphoff.
however, from my user account the ISO download still contains the old build.

i had started a live chat with acronis support.
in the chat ashok provided a custom download link that directly points to "ATIH2012PP_7119_de-DE.iso" (instead of just ATIH2012PP_de-DE.iso). i now have a copy of "update 2".

ashok assumed that we're talking about a temporary maintenance issue with the web site.
i objected and he promised to trigger follow-up tasks to get it fixed.

update: this is now being looked into in the context of my support ticket [01604162]

still no luck with the support ticket.
to update this discussion thread with the current status i'll simply quote my most recent reply to support:

---

hello *******,

thanks for your reply.

i'm not sure what you mean by saying "I would like to bring into your attention that the ISO images created at our servers keep on being edited or updated on a regular basis. However, the needed files are updated at the web accounts only when critical updates are to be included."

1) update 2 does included critical updates, indeed! so we can rule out the explanation that i was not seeing the update because it is not "important".
this hypothesis sounds like complete nonsense to me.

2) as stated earlier: also this is not a "temporary web issue". for me it is a permanent one.

3) other customers are stating they are able to download the latest ISO just fine.

=> so it's specific to either my user account or my ISP.
and it's up to acronis to find out why the download contains outdated builds for specific users.
i'm not the only one, am i?

i just tried again with my dual-boot system:
  a) win 7 x64 - firefox 13.0.1
  b) win 7 x64 - internet explorer 9.0
  c) win xp x86 - firefox 13.0.1
in all 3 scenarios the ISO download contains the old build.

conclusion:
i'm still not sure if acronis customer support has fully understood my problem symptom.

i'm getting quite upset, now.
in particular as i just received an automated email "we would like to know if your request has been solved to your satisfaction. if yes reply back 'solved' ...".
by now you should have very well understood that it's not solved, yet.

please get it fixed.

Hello philippg,

Thank you for keeping us updated.

We have created a task for our Web team to get this issue addressed, in the meantime, please use the bootable media provided by our Support team as a temporary workaround. We are very sorry for the inconvenience.

Please let me know if you have additional questions.

Thank you.

thanks for your commitment.
when i returned from a business meeting my cell phone notified me about 5 missed calls and one voice mail message from acronis support!
according to the most recent communication the "web team" is working on fixing this issue.

for now i'm fine with using the workaround (to use the custom download link shared with me).

the point is: to me it looks like something that (in the long run) requires a permanent fix. and i'm most likely not the only customer suffering from this symptom.
so i'm contributing full details, running tests, updating the current status, etc.

however, with previous support tickets acronis staff never clearly confirmed back the following, really:
1) we have fully understood the issue
2) we have either "reproduced the issue" or "analyzed the issue" and confirm that it requires fixing
3) for your information: this issue is observed in scenarios with condition XYZ

you may understand that (without such a clear confirmation) i'm not too confident in the proper processing of the ticket.

in particular, after receiving an automated email that says "we assume your ticket is solved. in case you don't reply back within the next three days the ticket will automatically be closed with the resolution fixed / solved".

anyhow, let's see when the issue will be fixed ...
i'll update this thread when suitable.

philippg.

This is a "shot in the dark" or an anything possible solution. Would you try this "just for the H of it it" and not really expecting my suggestion to work.

Try clearing the temp folder
From the run option
%temp%
and delete everything in the temp folder.

My reason for suggesting this is that I have occasional issues with jpg uploads.
I upload a jpg and then later delete it and then upload a replacement using the same name.
Unless I clear the temp file, any attempt to look at the corrected upload results in my seeing the first upload. Anyone else viewing the correct post sees the corrected jpg--just not me unless I clear the temp. I am assuming that this has something to do with clearing the cache.

Just a shot in the dark.....
Grover

Hello philippg,

Our Web team has resolved the issue. Could you please let us know if the download is correct now.

Thank you.

last weekend (on 2012-07-01) my download contained the most recent build. everything looked good.
i had also sent this information to support ticket [01604162].

however, i just tried again (on 2012-07-08). and this time the download contains the old build, again.

issue still not solved ...

i just got a phone call by acronis. they said the issue has been fixed in the meanwhile.
actually, yesterday evening i tried to download again: this time it was working fine for update 2.1 (build #7133).

i have agreed to close the support ticket [01604162] and i'm hereby tagging this discussion thread as [solved].

let's hope it's _permanent_ fix in place, indeed.