Disk Director 2011 Home fails to install on new W7 Pro machine

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Hi,
I have been trying to install Acronis True Image Home 2011 and Disk Director 11 on a brand new W7 Pro machine for a customer of mine.

True Image Home installed without a hitch.

Disk Director (ADD11H_2121_en-US.exe) however, fails to install every single time: after the second installation screen, a pop-up window bearing the message "Acronis Disk Director has stopped working" is displayed. This seems to be a dialog created by Windows and not an Acronis one.

There is additional information if the "additional info" link is clicked:
Problem Event Name: APPCRASH
Application name: ADD11H_2121_en-US.exe
Application version: 11.0.0.2121
Timestamp: 4cc15cd8
Fault Module Version: 11.0.0.2121
Exception Code: 40000015
Exception offset: 000acac6
OS version 6.1.7600.2.0.0.256.48
Locale ID: 4105
There is more (some hex codes) - but I don't know if it would mean anything in this forum...)

Has anyone seen this problem and solved it?
Any help would be appreciated.

J. Nicolet

Mer, 02/23/2011 - 20:14
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Hello Jene-Rene,

Thank you for finding time to report about the issue, I will be glad to help you with it!

Unfortunately due to the lack of sufficient investigation information it's hard to identify the exact cause of the problem. Could you please gather the below information? 

  1. Userdump
  2. MSI log
  3. Windows System Information

from the problem machine? After that please open a support request with the information attached, and let us know the case number.

Should you have any questions or concerns, please let us know, we will gladly help you.

Thank you.

Ven, 02/25/2011 - 18:12
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Hi Yana!

Sorry for the long delay - I just couldn't get bask to this before now...

I tried to create a dump (as per page http://kb.acronis.com/content/2192 ) from the system administrator account, but I get an error message stating "DUMP Process: The operation could not be completed. Access is denied".

So, I guess that I am stuck, not knowing what kind of access to what.
Is it possible that the EXE file I have is dammaged?

Regards,
Jean-Rene Nicolet

Mer, 07/06/2011 - 16:09
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Hi Jean-Rene!

It's nice to have you back, so no worried about the delay, though I'm sorry that the issue remains.

It quite possible, but nevertheless hard to say without the diagnostic data. What about the MSI log and Windows SysInfo? Do you have any issues with retrieving this information? Let me know, I'll help you.

Thank you!

Mer, 07/06/2011 - 17:39