Cannot install ATIH 2012 v15.0.0.5545
Hi,
After implementing fully kb.acronis.com/content/14871 I still cannot install ATIH 2012 v15.0.0.5545.
If I'll remove ALL instances of snapman*, tdrpman* and timounter from ALL of my registry entries I can install the program only when I choose "Install for the current user only" but I get BSOD ("Blue Screen Of Death") in the next boot.
My OS is Windows 7 (NT 6.1) x64 SP1.
Attached herewith the .msi log of the failed installation and my system info created by Acronis Info.
THNX
| Allegato | Dimensione |
|---|---|
| acronistrueimage.msi_.zip | 249.26 KB |
| acronisinfo.zip | 5.71 MB |
- Accedi per poter commentare
Colin B wrote:I can't look at your log file at this moment, but what error message were you getting on the install?
Attached herewith the message I get : Fatal error during installation
THNX
| Allegato | Dimensione |
|---|---|
| 74990-97045.jpg | 40.58 KB |
- Accedi per poter commentare
Have you a previous version of Acronis Plus Pack installed, that can cause this message?
If you have uninstall it and reboot before installing 2012.
Also try installing as Admin by right clicking and selecting 'installas Administrator'.
I'll look at your log file in about an hours time - television program I want to watch tonight is about to start! :)
- Accedi per poter commentare
We will also take a look at the logs. I'll post a comment a little bit later.
Thank you!
- Accedi per poter commentare
Hello all,
Thank you for taking time to contact us.
rypz79,
To give the issue a closer investigation could you please obtain another installation log file?
Please extract AcronisTrueImage.msi file from the installation file (make right-click on the installation file that has the .exe extension, select 7zip, winZIP or WinRar (any software you already have) and extract AcronisTrueImage.msi saving the file to the root of C: disk (it will be C:\AcronisTrueImage.msi)
msiexec –I AcronisTrueImage –l*v log.txt DRIVERS_LOG=1
We are looking forward to hearing back from you at your earliest convenience.
Thank you.
- Accedi per poter commentare
Oleg wrote:Hello all,
Thank you for taking time to contact us.
rypz79,
To give the issue a closer investigation could you please obtain another installation log file?
Please extract AcronisTrueImage.msi file from the installation file (make right-click on the installation file that has the .exe extension, select 7zip, winZIP or WinRar (any software you already have) and extract AcronisTrueImage.msi saving the file to the root of C: disk (it will be C:\AcronisTrueImage.msi)
Go to the Run prompt (Start -> Run) and issue the following command:msiexec –I AcronisTrueImage –l*v log.txt DRIVERS_LOG=1
Reproduce the problem and send us the log file created during the installation; the files will be located at Temp\DriverSetup и All Users\AppData\Acronis\DriverSetupWe are looking forward to hearing back from you at your earliest convenience.
Thank you.
Hello Oleg,
I'm afraid that's not possible the exe (246,580 KB) is not extractable I've checked with several programs including Winrar.
Anyway doesn't the zip file I supplied at the beginning of this thread is what you need ?
At the end of failed istallation in ATIH 2012 there is an option to export the msi log file of the installation that's and what I've done.THNX
- Accedi per poter commentare
Hello Roy,
Thank you for your response.
I am sending the AcronisTrueImage.msi file to you via private messages.
Unfortunately, the information you have sent doesn't provide us with the entire diagnostic picture. We need not only the msi log file of the entire program, but also we need separate msi log files created by our drivers.
That's why we are asking you to obtain them.
Please run cmd.exe as administrator.
Run the below command:
C:\AcronisTrueImage.msi /l*v "E:\123\install.log" DRIVERS_LOG=1
where C:\AcronisTrueImage.msi is the location of AcronisTrueImage.msi
E:\123\ is the location of msi log file (it can be different)
Proceed with the installation. After the installation is completed please go to
C:\Users\All Users\Acronis\DriverSetup
- Accedi per poter commentare
Oleg hello,
As expected the installation did not succeed.
Here are the files you've asked.
Regards,
Roy
| Allegato | Dimensione |
|---|---|
| 75159-97060.zip | 204.8 KB |
- Accedi per poter commentare
Hello Roy,
Thank you for the file.
Could you please also send us the files located at C:\Users\All Users\Acronis\DriverSetup?
Thank you.
- Accedi per poter commentare
Hello Oleg,
Forgot to mention that the path you suggested doesn't exist in my OS.
I'm a single user.
Regards,
Roy
- Accedi per poter commentare
the path you suggested doesn't exist in my OS.
I'm a single user.
[/quote]
Look in Users\your_user_name\...... instead then.
- Accedi per poter commentare
The path is C:\ProgramData\Acronis\DriverSetup
Here are the files
THNX
| Allegato | Dimensione |
|---|---|
| 75176-97075.zip | 4.07 KB |
- Accedi per poter commentare
Hello Roy,
Thank you for the provided information.
I have submitted a case in our database, here is the case number: ATIHIIOXII-5927
I will update the thread and share the results as soon as possible.
Thank you.
- Accedi per poter commentare
I have this same problem and I have tried everything. Even Acronis support "professional" try over an hour to something without luck.
August 28. I submit new support request with asking refund, and hear NOTHING from Acronis yet. Do I have to cancel payment myself or can Acronis comment my request, or is there solution available on this week?
I gladly would accept notification from Acronis which mentions that this installation problem is well known and they will release fixed product SOON.
- Accedi per poter commentare
Hello Roy and yamaneko,
Thank you for taking time to contact us.
Roy, I have sent a PM to you.
yamaneko,
Could you please obtain additional log files? Please see post#7 on how to do it. I am sending the msi file to you via PMs.
Thank you.
- Accedi per poter commentare
I'll do that, thank you.
- Accedi per poter commentare
Hello Oleg,
Unfortunately the problem still persists , the installation fails.
Attached herewith are the log files of the VDD and ATIH msi files.
Regards,
Roey
| Allegato | Dimensione |
|---|---|
| 75524-97117.zip | 221.1 KB |
- Accedi per poter commentare
Same here, installation failed. Logs sent.
- Accedi per poter commentare
Roey,
I don't know the answer to your problem, hopefully Acronis do, but I noticed your install failure seems to be different to those posted by others.
What version of True Image did you have installed before, was it an OEM version from one of the disk manufacturers?
I think yours is failing trying to find an upgrade due to a feature restriction - whatever that means.
- Accedi per poter commentare
Colin B wrote:Roey,
I don't know the answer to your problem, hopefully Acronis do, but I noticed your install failure seems to be different to those posted by others.
What version of True Image did you have installed before, was it an OEM version from one of the disk manufacturers?
I think yours is failing trying to find an upgrade due to a feature restriction - whatever that means.
ATIH v14.0.0.6857 with Plus Pack OEM.
ATIH is the most troublesome software application I ever had (this is not the first upgrade that goes wrong) that's why I'm seeking a FREE alternative.
Anyway If the the installer should be able to say if the application cannot install due to incompatible upgrading license or due to hardware/software leftovers.
UPDATE: The installation of "Acronis True Image Home 2012 Family Pack" succeeded upon selecting "Install for the current user only" , How come ?
THNX
- Accedi per poter commentare
Roey,
Had you uninstalled the Plus Pack? In some cases 2012 will not install if that is still there.
- Accedi per poter commentare
Colin B wrote:Roey,
Had you uninstalled the Plus Pack? In some cases 2012 will not install if that is still there.
There is not such an option to remove Plus Pack separately.
Anyhow I removed ATIH 14 using Acronis Cleanup utility (which uses devcon , look at my first post).
- Accedi per poter commentare
Roey,
In Windows from Programs and Features, the Plus Pack appears under P not under Acronis, if it was there it should have been manually uninstalled.
I used the past tense of the verb - had; this was in recognition that you now have (split infinitive?) a running installation, but for the benefit of those who might read this thread in order to save them the hassle, if you did have the PP installed and hadn't uninstalled it first they might want to check whether or not that was the cause of their problem.
Still you are up and running now.
- Accedi per poter commentare
Colin,
I use 3rd party software to remove applications from Windows OS I almost never use the Windows application uninstaller.
In the case of Acronis I really recommend the Acronis Cleanup only (BTW does this version of Acronis Cleanup uninstalls ATIH 2012 as well ?)
For the sake of this thread could you please explain why choosing "Install for all users in this machine" will fail ?
THNX ALOT
- Accedi per poter commentare
Roey,
The 2011 uninstaller does work with 2012, however I've yet to check to see if it fully removes TIH entries that have changed as far as registry entries are concerned.
I can't explain definitely why you are unable to install for all users, as it's worked OK for me and apparently others. My guess is that some entries into registry is in a different place for All Users to that for single users. The other explanation might be that you don't have full Admin permissions, try installing using 'Run as Administrator' by right clicking on the installer file.
- Accedi per poter commentare
Hello yamaneko,
I'm sending you a private message with instructions on what to do for the bug investigation.
We appreciate your help.
Thank you.
- Accedi per poter commentare