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Update Fail

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Hello,

Acronis tells me that there is a new version availlable.

When I click update it starts working, then after a short while it tell me that the update failed.

This is what the browser show when I go to "Show Details"

Product: Acronis True Image 2016
Build: 6571
Date: 11/07/2016
Time: 12:09:18
More info: Acronis Knowledge Base
   
Error details: Access is denied

If you still need assistance, contact our Support team.

 

In my antivirus (Norton) Acronis is marked as "allowed".

Any ideas anyone?

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Pastel, please follow the procedure below to resolve this issue.

Perform a clean install of ATIH 2016

First uninstall the program via the Control Panel (or use an uninstaller such as Revo).

Run the Acronis Cleanup Tool, then restart the computer.
Note: The KB document for the Cleanup Tool refers to checking for entries in the Windows registry - I have ignored this step on the occasions I have used it with no detriment, though if making changes to the registry, I strongly advise either exporting the registry before the change(s), or create a System Restore point, or image the drive for protection.

Reinstall the ATIH software (download a fresh copy from your Acronis Account if needed or if you don't have the latest build version installer).  Run the install as an Administrator (right-click on the installer to take this option).
It is also recommended to suspend your security programs (antivirus, anti-malware etc) during the install as these programs can cause Access Denied errors for the Acronis installer program.

Note 1: If you have purchased an Upgrade version of ATIH 2016 you will be asked for two serial numbers during the install - one for 2016 and one for the previous version that the upgrade is based on, i.e. 2015.

Note 2: The cleanup tool will remove all your backup tasks and task history.  If you want to protect this information, then open C:\ProgramData\Acronis\TrueImageHome\ in Windows Explorer - this may be hidden on some systems - if so, go to the Folder option in the View pane and enable hidden files & folders).

Save a copy of the Database and Scripts folders to another location to restore back later.

Note 3: In order to restore the above folders & contents, you must stop all Acronis Services & Programs else you will encounter locked files in the Database folder.

Hello Steve,

thank you for your feedback.

What you describe is what we do normally with any software as "ultima ratio" when things won't work normally.

I think that it's very poor from Acronis to ask the user to perform a complete new install every time they offer an update.

Best regards.

Pastel de Nata

Pastel, I understand your comments and agree that any updates should install without the need to follow this type of procedure.  For very many users this is the case, myself included where all my systems upgraded fine without the need to do a clean install.

However, other users, including yourself have encountered this 'Access Denied' error when trying to upgrade and this has been shown to be caused by security software in most cases.  See post: http://forum.acronis.com/forum/121945#comment-374129 from another user with the same problem who documented the steps he needed to take to get Norton Internet Security to allow the upgrade to succeed.