How to get help from Acronis???????

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Beginner
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I bought Acronis True Home 2010 and every time I start it - it crashes. As far as I can see, I can't contact Acronis with this problem??? Not without buying help???

Wtf? Well I wrote my problem several days ago .... http://forum.acronis.com/forum/8263 ... but haven't heard anything. This can't be right ... you buy a product that doesn't work and now you can't contact the company??

Hmmmmm

Morten

Lun, 02/08/2010 - 21:27
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Official replies here usually run 3 weeks or more.

Have you tried the SnapAPI update to see if it will help? Not sure if it will help your situation ... do a search for "2010 crashes" and see if there's reference to SnapAPI.

Lun, 02/08/2010 - 22:25
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Beginner
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DwnNDrty wrote:
Official replies here usually run 3 weeks or more.

Have you tried the SnapAPI update to see if it will help? Not sure if it will help your situation ... do a search for "2010 crashes" and see if there's reference to SnapAPI.

3 weeks for a problem with their software is unacceptable. Anyone knows how to get a refund?

And I'm an inch away of buying backup system from Acronis to my entire company - glad I found out about this lack of service before buying.

Yesterday I bought Norton Ghost 15 and it works perfectly on my x64.

I did try SnapAPI, but no luck. I also spend hours on Acronis website/forum just trying to figure out what is wrong.

Morten

Mar, 02/09/2010 - 06:14
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Frequent Poster
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Commenti: 843

Hello Morten and DwnNDrty,

First of all, I would like to apologize for the inconvenience you experience with this situation. Fortunately, I have found this thread so I will be able to provide you with the fast assistance.

I have checked the initial thread you posted and found that this issue is related to the product crash with

"Unhandled exception at 0x008248c0 in TrueImage.exe: 0xC0000005: Access violation reading location 0x00000000." error message.

We have not faced similar issue in the past, so I would like to request some additional information from you in order to diagnose the situation and determine the root cause. Could you please do the following?

1. Get AcronisInfo output from your PC:

- Download the file;
- Run the downloaded file
The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved.
Running AcronisInfo may take up to 5 minutes.

2. Crash dump file:

- Reproduce the issue (application crash);
- Do not close the "Application has stopped working" window;
- Run Task Manager (press Ctrl-Shift-Esc buttons);
- Go to "Processes" tab and right-click on the crashed process;
- Select "Create Dump File" item from the menu;
- Pick up the .DMP file created and send it to us;
- Open Start->Run (or press Windows-R buttons) type "%USERPROFILE%\AppData\Local\Microsoft\Windows\WER\ReportArchive" string without quotes and hit Enter key
- After that you will see a folder (or a few folders), the name of which starts with "Report"
- Please collect Report.wer file from the last created folder
Please note that you may add the two collected files into rar or zip archive file.

3. Could you please make screenshot with the error and send it to us?

If you are not familiar with making screen shots, please read the below step-by-step instructions.

- Get to the window which you want to make a screen shot of;
- Hit the (Alt+)PrintScreen button on your keyboard;
- Run Paint usually available in Start\Programs\Accessories or another graphics application;
- Choose Paste command in Edit menu;
- Save the result picture in JPEG format being preferable.

4. Could you please provide me with the exact sequence of actions that lead to the issue you report, so that I can try to reproduce it?

Then submit a request for technical support (you will be able to open Support webpage and click on Start Here button, then sort the issue and submit a web form request). Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the issue appears and the link to this thread. Then please provide me with the case number you receive from our system, so I can pick it up and speed up the process. We will do our best to investigate the problem and provide you with a solution.

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

Regards,

Mar, 02/09/2010 - 07:27
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Messaggi: 6
Commenti: 7

Hi Alexander,

Thank you for replying.

The support ticket you requested is now sent to you through your webform.

Please notice that your support website times out when uploading large files (35MB), so I instructed in the message where you can download the files.

Looking forward to hear from you.

Morten

Mar, 02/09/2010 - 08:36
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Frequent Poster
Messaggi: 2
Commenti: 843

Hello Morten,

Thank you very much for the information!

I have found your case in our database and assigned it to myself. I will send you an e-mail in several minutes.

Thank you very much for your cooperation!

Regards,

Mer, 02/10/2010 - 07:40
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