Acronis support not forthcoming

Thread needs solution
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Messaggi: 11
Commenti: 27

I have Acronis True Image 10.0 Home Upgrade (English) purchased in Feb/07, and subsequently updated to build #4942 in March/07. I registered this product with Acronis at that time, and it appears in My Account.

Last week it stopped making backups, and I could not re-install it.

I submitted a support request via web form with full information including serial number on November 15, four days ago. Four days later, I have yet to receive any reply other than an automated acknowledgement of my request.

An email from Acronis when I first purchased this upgrade stated:
"The other advantage of registering the software is that Acronis
guarantees 48-hour response for registered customers only."

Well, twice that time has expired, with no response yet. (Yes, I checked my email spam filter).

Can Acronis please advise me why it is not honoring its "guarantee", and what I should do now? I note that according to My Account, this upgrade included "Free after-sales support (Pre-March 2009)". Does this mean my free support has been terminated as of March/09, or that free support applies to products purchased prior to  that date?

I really feel I am entitled to some help from Acronis here. I was considering  upgrading to Acronis TI Home 2010, but if this is the support I can expect, I will be looking elsewhere for a backup product.

Ven, 11/20/2009 - 02:16
0 Users found this helpful
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Messaggi: 45
Commenti: 4263

Have you tried the Live Chat support option?

Gaslad wrote:
Last week it stopped making backups, and I could not re-install it.

What error are you getting?

Have you tried using the Acronis Clean Up Utility? It may allow you to reinstall.

Ven, 11/20/2009 - 07:16
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Messaggi: 11
Commenti: 27

Thanks, MudCrab, for responding.

I just tried Chat, but they could not help me. Their bottom line was (and I quote):
"I am sorry to inform you that we do not support TIH 10 any longer"!!

Well that explains why they never got back to me on my submitted ticket. I guess Acronis can cancel support unilaterally, without warning.

It appears my "mistake" was not to register TIH 9.0 3 years ago. Never mind that I registered the upgrade to TIH 10.0 in 2007. I need the original s/n, as well as the upgrade s/n, to reinstall TIH 10. At no time was I informed of the necessity to retain the original s/n when I upgraded.

So despite having purchased both TIH 9.0, and the TIH 10 upgrade, I'm out of luck. There is no way I can re-install TI. Chat tells me my only option now is to upgrade to TIH 2010.

If I do that, I imagine if I have cause to reinstall the TIH 2010 upgrade, it will fail also because I still don't have the original TIH 9.0 s/n!

Does anyone see the inherent unfairness in this upgrade process? I wrongly assumed the upgrade s/n would suffice. Acronis clearly wants one to buy a new version rather than to go the cheaper "upgrade" route. To be honest, I feel I have been scammed on a technicality.

I post this mainly to warn those contemplating purchasing upgrades to newer versions of TI. Make sure you have all previous versions registered.

I honestly thought TI was the best backup solution, after considerable research, and now will have to reconsider my options.
---------------------------------------------------------------

To answer your question on the error that lead to me uninstalling TIH:

My original error when attempting a full backup with TIH 10.0 was:

"E00640067: Failed to run the task

Failed to execute the task script. Error #2 - "The system cannot find the file specified (0xFFF0)
code = 80070002
Tag = 0xBD28FDBD64EDB8A6".

It's moot now, of course.

Sab, 11/21/2009 - 02:43
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Messaggi: 19
Commenti: 2110

gaslad:

I suggest that you send a Private Message to an Acronis Forum Moderator asking for your TI9 serial number. Once you have the S/N we can help you sort out how to get TI10 working again.

Sab, 11/21/2009 - 14:44
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Frequent Poster
Messaggi: 2
Commenti: 843

Hello all,

Gaslad, first of all, I'd like to apologize for the inconvenience you experienced to resolve this situation. Unfortunately, our support policy does not allow operators to support N-1 versions of our products, that's why they told you about non supported version. But do not worry, I will assist you here. The situation you experienced is clear for me and I hope that we will resolve it fast.

First of all, let me clarify the situation regarding upgrade number: when you entering it to the product, it will always ask you for your old one, but only one time (for example, if you enter upgrade serial for Acronis True Image Home 2010 it will ask you for number for any old version, and your Acronis True Image 10.0 Home Upgrade will be accepted), so this is not a problem here. Here's what we should do to retrieve your old number for 9.0 version:

I have checked our database with your e-mail, and was able to find the reference to Acronis True Image 10.0 Home Upgrade only. But that does not mean complete lost of your old serial number. Do you remember where have you purchased this old version? Do you have any proof of your purchase (order ID, invoice etc)? That would be great if you could sent any proof to me via PM. Please do not post this information on public resources and do not share it with anyone!

My original error when attempting a full backup with TIH 10.0 was:

"E00640067: Failed to run the task

Failed to execute the task script. Error #2 - "The system cannot find the file specified (0xFFF0)
code = 80070002
Tag = 0xBD28FDBD64EDB8A6".

It's moot now, of course.

Well, this issue is related to corruption of script file either to Scheduler malfunction. And this can be resolved by recreating your tasks (with old scripts deletion) and Scheduler update. I will help you with that, but we have to install your product first so we can operate with it.

Looking forward to hearing back from you, please update me with information you have regarding your old version. I'm sure that we will be able to install the product on your PC.

Additionally to this, you are welcome to ask me any other questions concerning Acronis, and I will assist you further.

Best regards,

Mar, 12/01/2009 - 11:26
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Messaggi: 11
Commenti: 27

Alexander

I am most grateful for your response. Here is what has happened to date:

1) I downloaded and have been using the trial version of ATI Home 2010, as a temporary measure until this problem is resolved. I still have about 20 days of the free trial left. I am happy to report it works like a charm; I was able to resore a full computer backup image to a second external USB HD. I fully intend to upgrade to 2010 once I recover my ATI 10.0 Home Upgrade (which I assume is the best version for my home XP/sp3 PC).

2) After 2 full weeks, I finally heard from Acronis Customer Central support, who requested the same info you did. After some discussion, they have kindly supplied a temporary serial number for my original version (9.0 Home). I have yet to reinstall.

Which only leaves the question "How best to uninstall the trial version of 2010?" I know I can uninstall it via Control Panel>Add/Remove Programs, but was wondering about all the full and incremental backup images created by 2010 on my external HD. Will they work with the re-installed ATI 10.0? If not, how best to erase them?

Thanks also for the info on the error that lead to this fiasco in the first place. Hopefully it will not recur.

Mer, 12/02/2009 - 18:11
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Frequent Poster
Messaggi: 2
Commenti: 843

Hello Gaslad,

Yes, you are right - the simplest way is just uninstall your trial version via Add or Remove Programs option in Windows Control Panel. It will uninstall the product itself, but leave the backups without changes, so you will be able to operate with them. But please note that you won't be able to restore those backups with your Acronis True Image 9.0 Home, such backups can be recovered with Acronis True Image Home 2010 only.

So I would recommend you to recreate the backups with your current version you were provided from Support.

Please let me know if you need any further assistance.

Thank you.

Lun, 01/04/2010 - 09:16
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.