How do you contact customer services?

Bad news, Keith -- the only option is to go to this link...

http://www.acronis.com/support/#

...and then get out your credit card. As far as I can tell, Acronis no longer offers free support. It also appears that nobody from Acronis bothers to read this forum either. It seems to exist just for Acronis customers to attempt to help each other...

Thanks Tim. Reasons for using Acronis products are diminishing by the minute.

If you are within the 30 day purchase period, then you can log onto your account and click on the support link. You can also at that point purchase the new support option as well.

You could also post your problem here and see if anyone here and from Acronis who float around can help you.

Anyone know a good comparable alternative to Acronis backup software; one with free tech support?

Hello all,

First of all, I'd like to apologize for the delay in response in this thread. We're experiencing a high volume because of new releases.

Please let me assist you to get all queries solved.

According to our support policy, you may submit a request for new purchased Home product within 30 days from purchase date. To do so, please do the following:

-Log in to your Account;

- Enter your registration e-mail and password. If you forgot your password, please follow the link;

- Switch to Support section and click on Start Here button, you will be able to contact us via live chat or submit a request via web form.

Keith, if you're not able to contact us via live chat or webform, you may ask here and we would be glad to assist you. Could you please describe the situation in details?

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Well I'm glad to see that Acronis are not entirely deaf to customers' need to obtain advice.

I have what seems to be a unique problem with Acronis True Image Home 11.

I have about 150 GB of Acronis backup/s on my C drive and I want to delete them and henceforth carry out backups to an external drive dedicated for the purpose. But attempting to use the Management Tools to delete them doesnt work.

I think what may have happened is that I set up a Secure Zone on the C drive and much later did a backup of the entire drive to it. Later still I deleted the Secure Zone because it was using too much memory space.

I now find that the Acronis software (using Management tools) says there is no Secure Zone and no backups on the drive. BUT there is about 150GB of unlabelled backup on the drive which the management Tools refuse to access. And to make matters worse, I find that I cannot delete the backup manually by going to 'My Computer' on the desktop.

How do I get rid of the backup so I can free up the memory space and start afresh

Can you physically see these archives on your drive?

Any chance of a screen shot?

As far as Windows is concerned do you have a hidden SZ still or not?

This is the first time I've tried using a forum, so forgive my ignorance. I use Vista, True Image Vers. 11 and have the current build. I changed my external hard drive for back ups and did a complete full back up last week which was successful. I was doing incremental backups before, without any problems, to a different external hardrive. When I changed the external hardware equipment, I scheduled a new weekly incremental back up task which was supposed to start today. When composing/setting up the new task, I chose the original full back up file name that I used for the successful full back up last week (which was different than the file name for my previously successful incremental backups/previous hardware). Today, the task started, but stopped with this error
[5 (0X64005)]. I used exactly the same options during task set up, that I used successfully for the other incremental back up task. I have no idea why the incremental back up today was unsuccessful. I reiterate, the full back up a week ago worked beautifully.

Kathi:

Your problem is that you new disk drive will have been given a new disk identifier by Windows (in registry) as it has a different serial number and a few other parameters.

TI bases all it's tasks on these disk signatures.

You now have two choices depending on how much fiddling you feel up to.

1. Edit you current task, reclick the 'browse' button and repoint the file path to the new hard drive. Even though you'll see the same drive letter (probably) Windows will report the new drive signature to TI.

1a. Delete the task and remake.

2. Fiddly, and probably pointless. Make a temporary task, open the task script file, locate the DISK_ID statement, copy this and paste it into the original script files.

2a. Search registry for the new disk ID and then paste the new ID number into the old script files.

Just for information, 2010 now has the facility to tick a box telling TI to ignore the disk ID and save an image to whatever drive happens to be attached - this must be an external drive - the option is not available for internal drives.

Thank you, but I don't understand your reply. I don't know where you mean to "reclick the browse button". I have tried editing and I have created a new task, and it still says "completed with errors" - takes only a few seconds - same error. I'm a smart person, but acronis is too confusing for me... I don't know how to do # 2 and #3 on your instructions either.

I had a 'failed to record' on my image backup last evening but was able to resolve it. The external harddrive shows it completed. The Task & Event Log on the Acronis shows it failed. How do I change the events log or do I just wait until next Wednesday's Image or do I re-do the image over again today?

Kathi Long wrote:

I don't know where you mean to "reclick the browse button".

I was referring to the part in the task wizard where you choose where the image is to be placed. The 'browse' button, which opens up an Explorer like Window.

I don't have v11 installed anymore, so can't post screen shots, however, if this doesn't work then, your alternatives are to delete the task and start again or download the Acronis Scheduler update utility which will force the scheduler to update, but in the process will also probably delete all tasks.

I have a link to the download utility some where in anotherr recent post. To search for it in the Knowledge Base - just use the search phrase scheduler task zap.

I don't know how to do # 2 and #3 on your instructions either.

This was just for extra info for those who like extra info, it works, but I wasn't intending it to be method of choice.

I would also like some help with a problem I am having with my external hard drive. I have a Seagate Free Agent to Go (500GB) and I was using Acronis True Image Home software. Last month ago I tried to open the latest saved Backup but was not able to open it. All of the backups appear but when I click on them another window pops up asking for me to locate volume number 1. I click on the first volume as well as the latest one but none of them open. The closest I got to opening them was to get the C:// image but did not open up. A was able to open the selected folders I had saved in a different backup task but that was not the latest update. Could you please help me with that.

Ozzy

I think you have to disable the Free Agent software.

I wasn't using Seegate's software. How do I disable it?
Ozzy

A simple question, I think, concerning what I call "selective cloning of data and/or applications". (I have checked kmnowledge base stuff).
I am using ATI V. 11.0 on my old Windows 2000 system, putting backup disk images out on an external HD. When necessary, I have had success in retrieving/restoring specific files/folders to original and/or new locations on the W2000 system.
The Question: If and when I install ATI V.11.0 (or later) on my newer PC which uses Windows XP (and which will replace the W2000 system), and make the .tib files created by W2000 available to the XP system, will I still be able to retrieve/restore specific folders/files to the XP system? Note that I do not expect to use Windows 7 for a while, due to application incompatibilities.

Acronis One Click does not open. Error message says: Internal Error. Contact Support Team (Where is this team?????).
Details: (0X0)
Tag =0X0

Does anyone have a clue as to what needs to be done?

Acronis One Click does not open. Error message says: Internal Error. Contact Support Team (Where is this team?????).
Details: (0X0)
Tag =0X0

Does anyone have a clue as to what needs to be done?

I tried going through the list of how to contact and can't seem to find the link many things to click on and none give me the form to fill out for help!!!!!!!!!!!!!!!

I need help and can't find where to get it.

I was attempting to do a restore from an external drive and when it said the computer needed to restart - It did not say unplug the EXTERNAL drive so I didn't and NOW I have a HUGE mess.

It seems to have tried to restore to my external drive... I am at a loss of what to try next - I did create a boot disc

Lisa what exactly is happening when you now try to boot the computer (with external drive detached)?

What product and build are you using from Acronis?

To answer the first part of your question.

1. Click on the Support link at the top right hand corner of this webpage. On the Acronis website under the panel title Contact Support click on the orange coloured button. From here you will need to either log into your Acronis account or create one. You will need your serial number in order to register your product.

From there follow the prompts.

Live Chat is a bit of a misnomer as it is live typing rather than live chatting.

Thanks Bodgy, my product was registered along time ago and clicking that link seems to take you in circles.

This is the worst support ever.

They say sorry alot but - when someone really needs help there doesnt seem to be any.

This seems like as good a place to ask as any:
I run Vista Home Premium and the lastest
versioin of Acronis True Image Home 11

I lost my system. My restoration attempts failed so I ended up doing a clean install of Vista.

THEN I installed the most recent Version of ATIH 11 and restored the Image backup to a NON-system internal drive successfully.

PROBLEM: How do I now turn this new (s:/) drive into the c:/ system drive so my programs will launch again?

PLEASE HELP!

Thanks
Kevin

Kevin Lozaw wrote:

PROBLEM: How do I now turn this new (s:/) drive into the c:/ system drive so my programs will launch again?

The simplest way, would be to remove your new system drive and boot from the other drive.

If you made a complete disk image, then all the booting information should be on the drive that you say is a non system one. You might have to make it active in disk management.

If you have the Vista install DVD then you could also run a system repair which will also put the booting information back on the drive if it is missing - however, if you have made a complete disk image then this shouldn't be necessary.

Hi Bodgy,

Just to be clear:

Did you mean to remove the what is the current booting system drive (c:/) created via a clean Vista instll and then boot from my (s:/) drive created via a Acronis restore?

Thanks a lot
Kevin

Kevin Lozaw wrote:

Hi Bodgy,

Just to be clear:

Did you mean to remove the what is the current booting system drive (c:/) created via a clean Vista instll and then boot from my (s:/) drive created via a Acronis restore?

Thanks a lot
Kevin

Yes! You said it in a lot less words. :)

Keith Wilby wrote:

Thanks Tim. Reasons for using Acronis products are diminishing by the minute.

Looks as if I feel the same.

Seems like this is a dead product then. Just after the company I work for bought 300 copies for use around the world.

Opa wrote:

Seems like this is a dead product then.

What problem are you having?

Hello all,

Let me comment this situation. First of all, let me apologize for the inconvenience you experienced trying to contact us and resolving the issues with our products.

Regarding difficulty to contact support - please refer to my comment #5 in this thread.

Also, we would be glad to address the queries regarding our products here, on the forum. Please feel free to start new threads and provide us with the detailed description of the issue.

Thank you.

I had performed a complete disk image backup. I performed a validation. All seemed OK.

However, I lost 2 of 4 drives in my RAID 5 set up (in less than 24 hrs) then I was told that Acronis didn't actually work with RAID setups. So now I have abandoned RAID (for this and other reasons).

After recovering using my back up data and MANUALLY installing 50 programs over 2 days I have created and validated another Complete System image backup (I excluded some data to reduce size)

MY OBJECTIVE: I want to do a trial restoration. That is, go through a dry run/trial restore. Can I:

1- unplug the current c:\ drive,
2- insert the Acronis DVD and restore to my empty internal hard drive S:\
3- Does the S:\ drive get "converted" into the (new) C:\ system from which I could boot as normal
4- Then shut down and to revert back, I unplug the NEWLY restored System (was S:\ now C:\) drive and plug the ORIGINAL C:\ drive back in
5- Reboot
6- All works fine and I sleep at night

If this is crazy then please advise the best way to execute a test restore?

Please describe as specifically as possible the steps needed to accomplish this task. I don't want to end up with a problem like last time when its too late to do anything about it.

Thanks - Kevin

Kevin,

You'll probably get more answers if you posted this under your own thread.

The answers to questions 1- 5 is yes, and to question 6 is hopefully.

However before you go to all the bother of unplugging drives, just boot from the rescue CD and check that it can see all your drives, internal and external (if plugged in) and that mouse and keyboard work. I would also suggest validating the image at this point as well - that way you know that the rescue environment works 95% OK.

Make sure your drives have a meaningful (to you) volume names - as drive C: , won't necessarily appear as drive C: in the rescue environment. Names of course will never change.

Hello,

Let me comment this situation.

Colin, thank you for the good suggestions!

Kevin, I absolutely agree with Colin, the operations you mentioned can be performed with our product.

3- Does the S:\ drive get "converted" into the (new) C:\ system from which I could boot as normal

Yes, you will be able to choose the letter to assign for recovered partition.

Please share the results of tests with us, I would also appreciate if you start another thread describing them, since the current one was started with another situation.

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

Thank you.

Thanks Guys.

I will post the results and under a new thread when complete

Kevin

Here is the post for my Trial backup effort:

http://forum.acronis.com/forum/9470

See John Horsfall's post 2010-02-10. I have the exact same problem as you with my NEW (NEW TODAY!) Acronis One Click. I haven't been able to use it yet!!!!!!!
Were you able to resolve your problem?
Did you find any other source of help?
Were you able to contact the Support Team?
Did you get any assistance at all?

Hey ..... is anyone else out there able to help with a solution?

See John Horsfall's post 2010-02-10 for ref.

Hello all,

Thank you for posting your question, I will be happy to help. 

Kevin,

Thank you very much for sharing your experience.

Roger,

Please see this article  on how to resolve the issue.

To get the access to Live chat service or e-mail support one should go to this page, under Contact us click on the Start here button, select Have questions. From the pop up select Technical issue with product. Select FULL Version selection \Select product from drop down box.  Choose Live chat or Submit a request via web form. 

Please let us know the results, we should be sure that the program runs flawlessly. If the provided information is not clear or if you have any other questions do not hesitate to post them and we will be glad to answer.

Thank you.

I find this very confusing!
A bunch of blind alleys.
I have two drive and want a TRueImage of C on D.
WEll what the heck. Nothing seem to assure me that the Image is there!
Most confusing help I have ever seen. My I should just talk it back..
Have no confidence that I have a true backup.
Can get anyone With this company to respond.

Bob,

What type of image are you trying to make?

Is the D: a seperate drive or a partition on your main drive?

What version of TI do you have?

You should see a file marked tib if making an image or file backups. If you are using TI2010 and Non Stop Backup then the images will be in a hidden folder called Timeline and will have a cdp ending and will consist of one large file and a number of 1GB or thereabouts size files. If you are imaging to a Secure Zone then you can normally only see the files from within TI. You can make them accessible in Windows, but that is not recommended.