Install of ATIH 2011 Upgrade asks for Old & New S/N and I have only one
I installed the ATIH 2011 Free Trial in September and on 9/29 I purchased the upgrade to the full version on Reference #15518169. The uinstall went fine and everything was working fine until a few days ago. ATIH wasn't working and gave an error when I tried to start the program. I couldn't see any way around the issue other than to uninstall and then reinstall the program. When I try to install it asks for an old and new serial number, however I only have one. I never had a prior version of ATIH installed on my system.
I downloaded my program from my account page and I also tried installing the trial version and then doing the upgrade, in either case it asks for two s/n's.
I read similar issues in the is forum but none that I saw addressed my problem. Anyone know how do I get around this issue?
I ran the cleanup utility twice. After the first cleanup I ran the install and I'm still asked for the serial number of my old version? I ran the cleanup again and then I ran regedit and did an Edit>Find>Acronis and deleted any Acronis registry entries that remained. I also deleted any SnapMan drivers that I found per another forum post. After each cleanup I did a reboot before doing an install. It still asked for an old S/N, so I thought I'd try installing the trial version first and then Activating it, same problem. Any other suggestions on how I may do a clean install?
If your build is 5519, try extracting the MSI installer file and installing TI with logging enabled. The log file will end up in the same folder as to where you put the attached batch file.
If you are using the 5674 build (no longer a released build) then this automatically makes a log file which will be in the Windows Temp folder.
To extract the 5519 MSI installer, run the Acronis part until you get the first splash screen, with th eoptions to check for update, install etc. Right click on the install option and select extract. Extract to a folder of your choice. shut the Acronis installer down.
Place the script file (attached to this post) in the same folder.
Double click the file it will run and install 2011. There will be an MSI.log file in the folder.
Have a quick check of the log file (it's a text file) and remove your email address and serial number if it appears and then post the resultant lof file here.
Your problem may be that a link to a previous install is still in registry - searching for Acronis or True Image wouldn't have found it as it will be encoded in 'registry speak' that is as a CSLID number. The MSI log file will have this entry in there somewhere if it exists.
Download the attached file, remove the _.txt ending so it actually reads as atih2011msilog.bat .
Colin,
The install file is build 5519. I was doing great up to the point of running the BAT file. I had these two files in a temp folder, ATIH2011msilog.bat and AcronisTrueImage.msi. I dbl clicked on the Bat file & it started, I clicked on Run and nothing appeared to happen. ATIH never started to install, hence no log file.
This is what I saw in the .bat file - msiexec /i AcronisTrueImage.msi /l*v "ATIH2011_5519MSILog.log"
Bill
Bill,
Did you extract the MSI file first?
The extracted MSI file and the bat file need to then be in the same folder - not the temp folder if you can help it.
I suggest making an TIH_install folder off your desktop, this way you have control over where everything is. The log file will end up in the same folder.
Yes, I was able to extract the msi file, per your instructions. As I stated previously, both the bat & msi file were placed in a separate folder. I had named it ATIH_Temp, I renamed the file as you suggested even though I doubted the folder name was an issue. I dbl clicked the bat file again and then Run and all I saw was a flash of a window that was probably the bat file executing and then nothing happened, the msi never started the install.
Bill
Is TIH still installed?
Is an MSI log file produced?
You are definitely using build 5519 or earlier, 6574 automatically produces an MSI file stored in the windows\temp directory?
That batch file definitely works and others have used it.
Colin,
- ATIH is not installed. That's what started this mess, it stopped working so I uninstalled it and tried to reinstall
- I've run the ATIH Cleanup Utility several times.
- I've attached a DOC file with images of the ATIH files that are on my hard drive. The address bar shows the folder location.
- I assume I'm at build 5519 based on the file name that was downloaded (ATIH2011_5519_en-US.exe)
- I wish I could tell you the bat file works for me, I've turned off all of my Startup Apps and turned off my anti Virus S/W before executing it
- There is no log file produced because for me the bat file doesn't start the msi file.
- I'm running Vista 32 bit @ SP2
- I'm going to see if build 6574 is available, maybe we can get a log that way
Build 6574 is not available anymore, it's been withdrawn, though it's replacement should be available soon I would think.
Other than the possibility that your version of Vista has an older version of the Windows installer installed, I can't think why your can't get the MSI installer to work. Besides, many programs use the MSI installer system and you aren't having problems installing other programs.
I'll have to do some extra thinking.
Just to check, you don't have any user or group policies set up on this PC and it isn't one managed by a company IT department?
I'm the only user and don't have any unique policies set up and it's my own personal PC.
If I dbl click on the msi file, it will open and begin the startup process, however it does not start when I try to start it from the bat file.
It would seem easier if a dummy license number were created for myself and others I've seen on the forum with the same problem. We could enter it first and then enter our real license number when asked.
Or just give me a new license number to load when asked.
Bill
I went the customer service route, first via email and got a response that was of no help as the individual (Saurav Issar) tried to reword my situation so that he/she could understand the problem but their understanding wasn't even close to what I reported. I sent a reply that went unanswered so I tried a Customer Service Chat. Within minutes I was provided with a 25 digit serial number for an old version. I used my original serial # and this old one and the install went fine.