Install Freezes at same Point

Ramona,

Did you have a previous version of True image installed?

Two things to try.

1. Download the Acronis cleaner run that, after it has finished try installing again. Warning, it will also deregister any other Acronis product you might have installed, so they would have to be repair installed again.

2. Extract the MSI installer from the Acronis wrapper and install the extracted installer. To extract the installer, run the normal Acronis Installaer and right click on the 'Install' option and select extract.

In both cases I would suggest doing the following things before trying to install.

1. Delete as much of the contents of your User\Temp folder as Windows will allow. Press your Windows Start Button + r and type in %temp% this will open the correct folder for you.

2. Right click on the installer files and select 'Run as Admin'.

If all this still fails, there will be a log file somewhere in your temp folder, this is a text file, remove your serial number and email address from the file if they appear in it and then post it here, or alternatively look at the boot of the file for a -3 and some text that comes after it, (you may see more tha one such reference to that number), jot down the text and the four digit number and post that here.

Hello everyone!

Thank you for your posts and thank you for your help Colin.

Ramona, in addition to Colin's suggestions, I would like to provide you with the article where you can find complete information how to install True Image 2013 by Acronis.

In case you need immediate assistance, you can contact our Support Team.

Ramona, If you have any other questions, please let me know!

Thank you!

Colin,

First let me thank you for taking the time to reply to my post, and give me all this constructive advice.

Did you have a previous version of True image installed?

Yes, but I did uninstall 2011 before the 2013 install.

Two things to try.

1. Download the Acronis cleaner run that, after it has finished try installing again. Warning, it will also deregister any other Acronis product you might have installed, so they would have to be repair installed again.

Huge problem with the Acronis Cleaner. I had the same issues when trying to install 2012. I used the Acronis cleaner to remove the portion of the program that was installed, as the 2012 version was not listed in Add/Remove. The cleaner crashed my PC, and the only way I could get back to Windows, was to do an Acronis "Recovery". which I was relieved to see worked to perfection. So I would be really reluctant to go thru that again. I went thru the Registry and removed all entries "Acronis", to get rid of 2013, as it too was unlisted in Add/Remove.

2. Extract the MSI installer from the Acronis wrapper and install the extracted installer. To extract the installer, run the normal Acronis Installer and right click on the 'Install' option and select extract.

I have unpacked the Acronis wrapper as Administrator, and to clarify, do you mean to use this file to install: atih_installer_shield_standard.exe ?

In both cases I would suggest doing the following things before trying to install.

1. Delete as much of the contents of your User\Temp folder as Windows will allow. Press your Windows Start Button + r and type in %temp% this will open the correct folder for you.

This I did before trying the second install of 2013.

If all this still fails, there will be a log file somewhere in your temp folder, this is a text file, remove your serial number and email address from the file if they appear in it and then post it here, or alternatively look at the boot of the file for a -3 and some text that comes after it, (you may see more than one such reference to that number), jot down the text and the four digit number and post that here.

I will post the log file when I get up the courage to reinstall 2013.

Elena,

Thank you for the two links, which I have bookmarked, and saved to my HD. If I get in trouble again, KB article: 34017 will be most helpful.

Ramona,

Ramona Lane wrote:

I have unpacked the Acronis wrapper as Administrator, and to clarify, do you mean to use this file to install: atih_installer_shield_standard.exe ?

Silly question but could you double check you did extract the TIH 2013 installer? I ask because 'shield' sounds like a possible discontinued product, and ,when I extract the installer, the name is 'Acronis TrueImage.msi'.

The 2013 registry cleaner has been updated from the 2012 version, although it covers versions 2010-2013. Secure Zones and Acronis Strart Up and Recovery Manager have to be disabled before running the cleaner.

Colin,

These are the extracted files, which do include the *.msi file:

AcronisTrueImage.msi
atih_installer_shield_standard.exe
libcrypto10.dll
libssl10.dll

You said: "Secure Zones and Acronis Start Up and Recovery Manager have to be disabled before running the cleaner." Would removing Acronis items in Device Manager before running the cleanup utility take care of that?

Again, thanks so much!

Ramona Lane wrote:

You said: "Secure Zones and Acronis Start Up and Recovery Manager have to be disabled before running the cleaner." Would removing Acronis items in Device Manager before running the cleanup utility take care of that?

No, which is why we advise that you disable them prior to beginning any uninstallation.

O.K., I'm sorry if I seem dense, but if I uninstall 2011 before installing 2013, then wouldn't Secure Zones and Acronis Start Up and Recovery Manager already be gone?

Also, which of these two files should be used to install 2013: AcronisTrueImage.msi or atih_installer_shield_standard.exe

Thanks for hanging in there with me.

As I've said twice, you should disable them prior to beginning any uninstallation.

Oops, sorry.

Ramona,

You only need to disable them if you have in fact enabled them in the first place and by default they are not enabled.

You need to use the installer I referenced in my post. I'm still puzzled by how you've got these extra files when extracting, I only get the one file, strange, is yours an English language version of True Image?

Colin B wrote:

Ramona,

You only need to disable them if you have in fact enabled them in the first place and by default they are not enabled.

But they should be enabled, right?

You need to use the installer I referenced in my post. I'm still puzzled by how you've got these extra files when extracting, I only get the one file, strange, is yours an English language version of True Image?

That would be the *.msi file, and yes my 2013 program is English.

Ramona Lane wrote:

But they should be enabled, right?

Not sure what you mean. They would be enabled only if you had enabled them.

Not sure what you mean. They would be enabled only if you had enabled them.

What I meant is: for the program to run as it should, shouldn't those two features be enabled?

I uninstalled 2011 per instructions, following all the preuninstall tasks.
I then started the 2013 install, with the install freezing at almost the same point as shown by the image I uploaded. This time it showed the install (green dashes) all the way to the end of the blank field. I waited 30 min. to ensure I wasn't being too anxious, but no final window showing a successful install . I tried to install again, hoping this might repair, but no joy there either. Next, I looked for a log file for the install, but there was none for the 1st install, but there was one for the 2nd attempt. (Attached)

My next step was to use the cleanup utility. It stopped with this error:
"This application has failed to start because framedyn.dll was not found. Reinstalling may fix the problem."
I found 15 instances of the framedyn.dll file on my HD.

I think the 2012, and 2013 Versions just won't work on my system, which is really discouraging. Looks like I'm stuck with 2011. At any rate, I appreciate all the time spent troubleshooting the install problems with me.

Ramona

Ramona Lane wrote:

What I meant is: for the program to run as it should, shouldn't those two features be enabled?

No, those two functions are not required. I don't use either of them.

I advise against creating the Secure Zone. It's really meant as a sub-optimal method of backup for people who have no external target to which to backup. If your drive fails, you would lose your system, files, and your Secure Zone backups.

It's much better and safer to make backup images to an external hard drive.

Also, in the past there were occasonal reports of the Secure Zone causing problems to the system. When I installed Secure Zone on one PC, it corrupted the hard drive causing data loss and rendering the system unbootable. Perhaps the latest versions of Secure Zone are improved, but that experience coupled with its inherent insecurity and lack of reduncancy cause me to be wary of Secure Zone.

I also recommend against the associated Startup Recovery Manager. If activated, it modifies your system drive Master Boot Record (MBR), which can cause problems with multi-boot managers and other low-level disk utilities.

Tuttle,

Thanks for that information. I have recorded all this good info, and maybe when I have Windows 8 the newer Versions of AcronisTrueHome will work for me.

Ramona,

There is something very strange going on with your system, that log file is not a standard MSI installer file, that looks like a True Image progress file. The MSI installer file is not in an XML format it is a standard text file.

Anyhow, the file you've provided does contain something interesting - it failed because it thinks another attempt at installing True Image was running at the same time.

Can you check in MSConfig and in your TaskManager that there are no Acronis components showing as running.

Unless somehow your copy of Windows XP is different to a standard Dell copy or somehow your copy of TI 2013 is non standard I am puzzled as to how you are getting different file formats and actions to what seems to be normal.

Is your copy of 2013 off of a retail CD or downloaded from Cleverbridge or your account?

In fact have you tried redownloading build 5551 from your account, it is possible something is broken within the file.

Ah penny has dropped, did you find that installer log file under True Image\Installationlogs?

The MSI log file I'm looking for should have contents similar to this one, you need to be in your user Temp folder there will be many files and folders here, so you'll need to look for a file or folder with a time and datestamp very close to when you attempted an install. Deleting as many files from the temp folder as possible before trying to install will help as you won't have so many files to search through.

=== Verbose logging started: 6/11/2012 6:16:42 Build type: SHIP UNICODE 5.00.7601.00 Calling process: C:\Users\techman\AppData\Local\Temp\8AAC8786CD36460288E054ECFA4BC1F9\abs_installer_standard.exe ===
MSI (c) (B8:E0) [06:16:42:408]: Resetting cached policy values
MSI (c) (B8:E0) [06:16:42:408]: Machine policy value 'Debug' is 0
MSI (c) (B8:E0) [06:16:42:408]: ******* RunEngine:
******* Product: C:\Users\techman\AppData\Local\Temp\E06D9436-422F-4A0C-83F4-3C46EEDB380A\AcronisTrueImage.msi
******* Action:
******* CommandLine: **********
MSI (c) (B8:E0) [06:16:42:408]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (B8:E0) [06:16:42:408]: Grabbed execution mutex.
MSI (c) (B8:E0) [06:16:42:455]: Cloaking enabled.
MSI (c) (B8:E0) [06:16:42:455]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (B8:E0) [06:16:42:470]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (FC:64) [06:16:42:470]: Running installation inside multi-package transaction C:\Users\techman\AppData\Local\Temp\E06D9436-422F-4A0C-83F4-3C46EEDB380A\AcronisTrueImage.msi
MSI (s) (FC:64) [06:16:42:470]: Grabbed execution mutex.
MSI (s) (FC:44) [06:16:42:470]: Resetting cached policy values
MSI (s) (FC:44) [06:16:42:470]: Machine policy value 'Debug' is 0
MSI (s) (FC:44) [06:16:42:470]: ******* RunEngine:
******* Product: C:\Users\techman\AppData\Local\Temp\E06D9436-422F-4A0C-83F4-3C46EEDB380A\AcronisTrueImage.msi

And the -3 entries at the bottom of the log file will look similar to this:

Property(S): ACTION = INSTALL
MSI (s) (FC:44) [06:16:58:398]: Note: 1: 1708
MSI (s) (FC:44) [06:16:58:398]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (FC:44) [06:16:58:398]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (FC:44) [06:16:58:398]: Product: Acronis True Image Home 2011 -- Installation failed.

MSI (s) (FC:44) [06:16:58:398]: Windows Installer installed the product. Product Name: Acronis True Image Home 2011. Product Version: 14.0.6703. Product Language: 1033. Manufacturer: Acronis. Installation success or error status: 1602.

MSI (s) (FC:44) [06:16:58:413]: Deferring clean up of packages/files, if any exist
MSI (s) (FC:44) [06:16:58:413]: MainEngineThread is returning 1602
MSI (s) (FC:64) [06:16:58:413]: No System Restore sequence number for this installation.
=== Logging stopped: 6/11/2012 6:16:58 ===
MSI (s) (FC:64) [06:16:58:413]: User policy value 'DisableRollback' is 0
MSI (s) (FC:64) [06:16:58:413]: Machine policy value 'DisableRollback' is 0
MSI (s) (FC:64) [06:16:58:413]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (FC:64) [06:16:58:413]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (FC:64) [06:16:58:413]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (FC:64) [06:16:58:413]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (FC:64) [06:16:58:413]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (FC:64) [06:16:58:413]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (FC:64) [06:16:58:413]: Restoring environment variables
MSI (c) (B8:E0) [06:16:58:413]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (B8:E0) [06:16:58:413]: MainEngineThread is returning 1602
=== Verbose logging stopped: 6/11/2012 6:16:58 ===

Colin wrote:

Ramona,

There is something very strange going on with your system, that log file is not a standard MSI installer file, that looks like a True Image progress file. The MSI installer file is not in an XML format it is a standard text file.

Hey Colin, ya think? :)

Anyhow, the file you've provided does contain something interesting - it failed because it thinks another attempt at installing True Image was running at the same time..

Yes, and it was. The install did not complete, it froze and when that happens I have to "End Task". However, that doesn't seem to stop the frozen install. When I tried to install over the failed install, I got the error message that another install was running.

Can you check in MSConfig and in your TaskManager that there are no Acronis components showing as running.

Unless somehow your copy of Windows XP is different to a standard Dell copy or somehow your copy of TI 2013 is non standard I am puzzled as to how you are getting different file formats and actions to what seems to be normal.

Is your copy of 2013 off of a retail CD or downloaded from Cleverbridge or your account?

In fact have you tried redownloading build 5551 from your account, it is possible something is broken within the file.

Ah penny has dropped, did you find that installer log file under True Image\Installationlogs?

I have already cleaned up the Registry, and installed 2011 again, so it would be pointless checking MSConfig and TaskManager.

The Dell Windows CD is a "Reinstallation" CD.

I downloaded a new 2013 exe file from the Acronis Site, unpacked it, and the files are duplicate of what I posted above.

I found the 2013 installer log file in the Temp folder. Checked the Temp folder after installing 2011, and the installer log file look just as the one you have posted below.

I now doubt that it is my System, as all versions (6) up to and including 2011, worked exactly as the program should. That includes installs, uninstalls, backup and recovery. After reading through the Form at problems with other folks using XP SP3, I saw that they found Explorer almost dying after the 2013 install. I noted that myself, yesterday, until I got rid of 2013. Something funny going on somewhere...

The MSI log file I'm looking for should have contents similar to this one, you need to be in your user Temp folder there will be many files and folders here, so you'll need to look for a file or folder with a time and datestamp very close to when you attempted an install. Deleting as many files from the temp folder as possible before trying to install will help as you won't have so many files to search through.

Quote:
=== Verbose logging started: 6/11/2012 6:16:42 Build type: SHIP UNICODE 5.00.7601.00 Calling process: C:\Users\techman\AppData\Local\Temp\8AAC8786CD36460288E054ECFA4BC1F9\abs_installer_standard.exe ===
MSI (c) (B8:E0) [06:16:42:408]: Resetting cached policy values
MSI (c) (B8:E0) [06:16:42:408]: Machine policy value 'Debug' is 0
MSI (c) (B8:E0) [06:16:42:408]: ******* RunEngine:
******* Product: C:\Users\techman\AppData\Local\Temp\E06D9436-422F-4A0C-83F4-3C46EEDB380A\AcronisTrueImage.msi
******* Action:
******* CommandLine: **********
MSI (c) (B8:E0) [06:16:42:408]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (B8:E0) [06:16:42:408]: Grabbed execution mutex.
MSI (c) (B8:E0) [06:16:42:455]: Cloaking enabled.
MSI (c) (B8:E0) [06:16:42:455]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (B8:E0) [06:16:42:470]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (FC:64) [06:16:42:470]: Running installation inside multi-package transaction C:\Users\techman\AppData\Local\Temp\E06D9436-422F-4A0C-83F4-3C46EEDB380A\AcronisTrueImage.msi
MSI (s) (FC:64) [06:16:42:470]: Grabbed execution mutex.
MSI (s) (FC:44) [06:16:42:470]: Resetting cached policy values
MSI (s) (FC:44) [06:16:42:470]: Machine policy value 'Debug' is 0
MSI (s) (FC:44) [06:16:42:470]: ******* RunEngine:
******* Product: C:\Users\techman\AppData\Local\Temp\E06D9436-422F-4A0C-83F4-3C46EEDB380A\AcronisTrueImage.msi

And the -3 entries at the bottom of the log file will look similar to this:

Quote:
Property(S): ACTION = INSTALL
MSI (s) (FC:44) [06:16:58:398]: Note: 1: 1708
MSI (s) (FC:44) [06:16:58:398]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (FC:44) [06:16:58:398]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (FC:44) [06:16:58:398]: Product: Acronis True Image Home 2011 -- Installation failed.

MSI (s) (FC:44) [06:16:58:398]: Windows Installer installed the product. Product Name: Acronis True Image Home 2011. Product Version: 14.0.6703. Product Language: 1033. Manufacturer: Acronis. Installation success or error status: 1602.

MSI (s) (FC:44) [06:16:58:413]: Deferring clean up of packages/files, if any exist
MSI (s) (FC:44) [06:16:58:413]: MainEngineThread is returning 1602
MSI (s) (FC:64) [06:16:58:413]: No System Restore sequence number for this installation.
=== Logging stopped: 6/11/2012 6:16:58 ===
MSI (s) (FC:64) [06:16:58:413]: User policy value 'DisableRollback' is 0
MSI (s) (FC:64) [06:16:58:413]: Machine policy value 'DisableRollback' is 0
MSI (s) (FC:64) [06:16:58:413]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (FC:64) [06:16:58:413]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (FC:64) [06:16:58:413]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (FC:64) [06:16:58:413]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (FC:64) [06:16:58:413]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (FC:64) [06:16:58:413]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (FC:64) [06:16:58:413]: Restoring environment variables
MSI (c) (B8:E0) [06:16:58:413]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (B8:E0) [06:16:58:413]: MainEngineThread is returning 1602
=== Verbose logging stopped: 6/11/2012 6:16:58 ===