Salta al contenuto principale

Upgrade to TIH 2011 fails

Thread needs solution

Win 7 OS
I purchased and downloaded tih_e_e.exe then entered the control panel and removed the former TIH software. When I tried to install the upgrade I got the attached error message. How do I install the upgrade aside from entering the registry and removing all references to trueimage
Ed Keith

0 Users found this helpful

Hello Ed,

Welcome to the forum and thank you for your post. I will certainly help you with resolving this issue.

Unfortunately there is no attachment in your post, can you please generate the following logs so that I can check your installation fails:

1. .Msi log.

2. AcronisInfo report.

Looking forward to your reply and if you have additional questions, please let me know.

Thank you.

Hi Anton,
The attachment only said that a previous version had to be removed first. Unfortunately for me I had already gone to Control Panel, Remove Programs and removed True Image. At this point I thought the only thing left was to manually edit the registry and I didn't want to attempt this.
I could not perform either of your actions. When I downloaded ATIH2011MsiLog.bat and ran it with AcronisTrueImage.msi in the same folder I got the message "this installation package could not be opened". When I used my previous emergency recovery boot disk, the only options available when I clicked "help" were the help file itself and "about", nothing to develop a system report.
Ed

Hello Ed,

Thank you for the follow-up.

In this case, if you don't mind, let us try generating those reports the following way:

1. No need to generate the system report, but please download the AcronisInfo report from this link and run it. It will save the logs to the same folder where the AcronisInfo.exe is located.

2. Please refer to this article and collect the .msi log manually. (after extracting the .msi file, to run it, right click on it and select run as administrator)

If you continue to experience any issues with this, please contact our Support team through chat so that they can remote in to your machine and help you with this issue.

Please let me know if you have additional questions.

Thank you.

Hi Anton,
I believe I finally generated a sys info file and an installation log (both attached).
For what it is worth if I extract the trueimage.msi file and double click it I get a corrupt file notice.
Ed

Allegato Dimensione
52163-93199.zip 4.58 MB

Dear Ed,

Thank you for the follow-up.

According to the installation log, an older Acronis program component cannot be updated properly.

To get the issue resolved, please press Start->Run->type: regedit -> and navigate to the following registry key: HKEYLOCALMACHINE\Software\Classes\Installer\Products\0B6A3A4091E8BB9428FF565C5AF519D7

You will need to delete this key: 0B6A3A4091E8BB9428FF565C5AF519D7

If there is an issue with this please contact our Support team directly so that they can perform a remote session and do the necessary things.

If you decide to remove that key yourself and still having issues, please provide me with a new .msi log.

Let me know if you have additional questions please.

Thank you.

Hi Anton,
No problem deleting the key.
Attempted to install TIH and failed ( tih_install_log.txt ). Then just to make sure rebooted and tried again ( 2nd_attempt_tih_install_log.txt )
Ed

Allegato Dimensione
52408-93247.txt 78.29 KB
52408-93250.txt 78.58 KB

Hi Ed,

Thank you for replying.

Both of the log files show the same issue, our program cannot update several components. Please open the registry editor again and look for the following string starting with: 0B6A3A40

If you find more then one string starting with that value, please delete all of them.

Also, search for this full string too and delete anything that you find: 0B6A3A40 - 91E8 - BB94 - FF28 - D719F55A5C56

After that, if you are still having installation issues please send me a new .msi log.

Thank you.

Hi Anton,
Neither string is in my registry
sorry I was looking for the whole string
I'll get back
Ed

Hi Anton,
I have gone back into the registry and looked for anything that has 0B6A3A40 as a whole or part of a string. In hkey_local_machine\software\microsoft\windows\currentversion\installer\userdata\s-1-5-18\components I found one hundred or so instances where a string begins with 0B6A3A40 either as the name of a sub key or as the name of type reg_sz sometimes with a value and sometimes blank. Am I supposed to remove all these sub keys and values?
Ed

Hello Ed,

Thank you for replying.

In this case, in order to narrow down the registry entries, please look for and delete this key:

0B6A3A4091E8BB94FF28D719F55A5C56

Please let me know how it goes and kindly get back to me with a new .msi log if you still have installation issues.

Thank you.