Windows 8.1 & Build 6614 problem - the installation will not get past "creating shortcuts".
I tried upgrading to 6614 from 5560 the installation will not get past creating shortcuts. So I had to end task in task manager and rebooted. I uninstalled 5516 and tried I again and same thing happened. I thought the installation file was corrupt so I downloaded it again and same thing happened. Is there a uninstall tool for version 2014? Any help on trying to fix this.
Garyh, you may be right about the download being corrupt. I checked the MD5 checksum for the download and it is not the same as posted. I get B4B10F12A79F190DEBD995D225E4A3AE and this is what is posted next to the download today c7365b733d337f6414dd75db61779641 . I tried downloading twice and had exactly the same result both times. I tried two checksum programs. I prefer to use Hashtab http://www.implbits.com/hashtab.aspx as it much easier to use. I also tried the Acronis recommendation of Express Checksum Calculator http://www.irnis.net/soft/xcsc/ and they both agreed. See the attachment for the Hashtab display.
I ran the cleanup utility and everything went fine. After it asked me to terminate explorer which I said yes it then ask me if I wanted to delete the extended disk capacity and I said no. I didn't want screw anything up. Should I have said yes? Then it asked me to reboot. Should I run the tool again?
So I guess we have to wait until Acronis uploads the correct upgrade file on their website.
I had the same issue as you with the incorrect checksum!
relocated post
Hello,
I have the same problem that Garyrh.
I use Windows 8.1 Professional 64 bits, and I try to upgrade ATHI 2014 from 5560 to 6614 build.
Unfortunately, Installer tries to create Shortcuts, and it hangs.
How can I fix this problem ?
Thanks
Build 9914 should fix your problem. Please be patient.
Same problem here, am running Windows 8.1 x 64bit and am unable to update 5560 to 6614
I just updated True Image 2014 from 5560 to 6614 without a problem using Windows 8.1 x64.
I did download the installer from my account to do the update instead of through the program. I also made sure to run the installer as administrator.
Well I have some good new. I decided to try again to install after running the cleanup utility with the file that was downloaded by the program and not the one from my account which I had the problem with. The installation went fine until the end when I got the message see attachment. After hitting close it asked me to uninstall or repair so what the heck I'll try repair and after it was done it said installation was successful and everything seems to fine now.
Hello Everyone,
As far as I understand you install Update 1 of Acronis True Image 2014 (6614) on Windows 8.1 and installation hangs on the step “creating shortcuts”.
We cannot get this issue reproduced in our lab that is why we need additional information for investigation.
Please start installation anew, wait till the step “creating shortcuts”, make sure that installation doesn’t go on (e.g. wait 10-15 min.), then find in %temp% folder the following file AcronisTrueImage.msi and copy it to desktop. Send me this file via PM.
Thank you in advance for your help!
PS check sum posted under account is not correct, our web team is working on it
Yessss!!!! I've upgraded to 6614 too - ran the installer as administrator!
Yessss!!!! I've upgraded to 6614 too - ran the installer as administrator!
After lot of try, I have upgraded succesfully to 6614. For me, it was not possible to install 6614 while I have not followed these steps :
1) Clean previous installation with Acronis cleaning tool.
2) Reboot and clean registery.
3) Install another program. A strange message appear, the message was approximately "Installation of acronis component is in progress, this installation will be stopped."
4) After this install, I have relaunched installation of Acronis version 6614 as administrator.... Yes !!! installed :)
If it can help somebody...
I would guess that either a temporrary file is being left behind at the wrong point or a registry entry. But we'll have to wait until Acronis reproduces and then let's us know. As of ati2013, one should not need to run the cleaner before installing an update. So it's a new bug bringing back, more or less, an old problem.
Otoh, the web site log in and license listing seems to be back in order. ;)
I, too, experience a hang during installation of the update. But my overall experience is somewhat different.
About a month ago, I upgraded from an earlier version of TI to TI 2014 on two computers. A few days ago I started getting the systray (Windows 7) notification of a TI update and have attempted to install it several times on one computer without success.
After talking with Acronis tech support, they noticed my TI 2014 build is 6614 which is the same as the posted update and they said there must be a bug.
I just read the Release Notes for the update http://www.acronis.com/support/updates/changes.html?p=26677 and they say the release date was October 25, 2013, which is after I installed 2014 in the first instance.
Do I have the latest version and, if so, why am I getting the notifications that an update is available?
It seems weird that I have the latest version since my original installation was about a month ago and the update release date is a few days ago.
I really doubt you installed a version before it was available; things only go backwards in time in sci-fi and Glickman diagrams. Maybe your install autoupdated between the time you first manually updated and when you looked at the version number -- in any case, something is wonky in the logs, registry, or both or worse. If it was me I'd want to wipe the slate and I'd download the new install from the website and download the cleaner. I'd run the cleaner, reboot even if not asked. At this point I'd even run the free program ccleaner.exe and let it remove everything form the registry that it finds (it is a very benign registry cleaner). Then I would install the latest version. Sometimes, often, cleaning and reinstalling is easier than spending time with Tech or wading through the registry, etc.
If they install offends thee, pluck it out. ;)
Folks with install probs, are the read-only bits set on the file properties for your existing shortcuts? Just curious.
Does anyone know whether uninstalling TI and reinstalling it gets rid of my customized backup settings?
@ Scott 10/31/13 13:15
I was never a programmer and don't know the jargon.
If you are asking whether my TI shortcut properties have a read-only attribute, they do not.
Mac,
If you just uninstall, reboot, reinstall, all your settings will stay. If, though, you use the Acronis Cleaner, everything should be wiped, but before you do this you can always export any tasks and schedules you have made and then reimport them with the new install.
Right click on your tasks and the 'export' option will be available to you. The task/schedule files will be exported as an XML file.
It's two weeks since the last update on this thread.
I just upgraded a Windows 8.1 PC to ATI 2014 from ATI 2013 and am experiencing exactly the same problem (hanging at the "Creating shortcuts" step).
It's pretty ridiculous that this hasn't been resolved yet. I'm now stuck with a system that's in a screwed up state. This kind of thing doesn't make me really feel like trusting Acronis for my backups.
Does anyone know if Acronis are actually doing anything for this problem?
Bob,
Your signature shows you using build 5560, have you tried the latest build (6614) to see if the problem still occurs?
Colin,
I have not installed 6614 at all. I like to wait a week or two before installing anything new from Acronis. What I have read so far does not cause me to hurry to install 6614. It is likely that 6614 will work OK for me as my requirements are simple; just some file and disk backups with no use of extra features. What scares the crap out of me is that this time the failures are during installation. I have been on the rough end of Acronis install problems in the past and I was completely underwhelmed. I had to reinstall windoze because Acronis TIH made the machine unbootable and unrecoverable.
I am waiting for the dust to settle before proceeding.
Same situation here...upgraded to ATI 2014 Premium solely because it was certified for Win8.1. Tried everything I can think of to install this software and always hangs on creating shortcuts. This is very disappointing for a product that has to be trusted to be used...starting to get that Adobe feeling...not good.
I'm surprised they haven't updated the installer yet. I believe they have replicated the problem. At least there is a work around as described in the this thread.
There is no workaround in this thread that works for everyone. I've tried everything in the thread without luck. I also opened a ticket and tried everything they suggested. Still no luck.
They did not say they had a solution, and they did not give a timeframe for providing one. I'm researching backup alternatives now.
Hi to All,
Finally got 6614 to install, but at a price, Had to reinstall windows then install Acronis download of latest version. All the went OK but this is just not good enough from Acronis. Will not be purchasing any further upgrades.
I was the same problem with upgrade my True Image 2014 to new build compatible with Windows 8.1 on few machines and i found way to fix it :).
In my case True Image 2014 build 5560 was installed on Windows 8. After that i upgrade Windows to 8.1 and few days later i tried install True Image 2014 build 6614 (simple upgrade) with no luck ("creating shortcut" problem).
True Image 2014 build 6614 installed on "clean" Windows 8.1 installed without problems and works very well.
For fix problems with upgrade to a new version i made a few steps:
Step 1. Uninstall True Image 2014 build 5560 installed on Windows 8 and i used Acronis cleaner to clean remains. Restart.
Step 2. After restart i remove shortcuts folder (from C:\Users\[User]\AppData\Roaming\Microsoft\Windows\Start Menu\Programs) of Acronis True Image 2014 (yes, Acronis cleaner won't do that) and create new empty folder "Acronis" instead.
Step 3. In registry [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\] i remove all entries related to Acronis True Image and Acronis Common Files. (Time consuming but worth it)
Step 4. Restart
Step 5. Install True Image 2014 build 6614
Run installer with Administrator rights or disabling Antivirus software is not working in my case.
Tomorrow I will try to create a powershell script to automatize whole process.
Note: I use only True Image software from Acronis. If you use other Acronis software you may uninstall all of them before use this fix.
Hello Everyone,
Krzysztof, thank you very much for your guide.
Today we've published a knowledge base article with a workaround for installation issue.
Sorry for the delay here, the investigation took more time than we expected.
Thank you for your patience!
Thanks for the update and the link.
For those of us who have already been through this a few times and no longer have ATI 2013 installed (after running the uninstall tool), is the procedure the same?
I.e. run the SnapAPI tool and then install the latest build?
I installed ATIH 2014 build 5560 on Win 8.1 x64 in the mistaken belief that it was OK for Win 8.1. What would be the way ahead for that situation?
Okay, I give up. I have been trying to resolve this issue for 6 days, and I've wasted way too many hours.
I saw that a KB article had been posted. I downloaded the SnapAPI installer and followed the instructions there. It fails with "error code 2755". I tried running the Acronis clean up tool again and re-running SnapAPI... same error.
I then followed the steps that Krzysztof detailed above. (Be warned, the Acronis clean up tool leaves DOZENS of registry entries, so when Krzystof says that it will take awhile, he means about an hour.)
When I got to the point of re-installing ATI 2014, I once again hung at the Creating shortcuts step.
Note that I've also tried to re-install ATI 2013, but it also hangs at Creating shortcuts.
Long story short, this is where I get off the bus. I will never purchase another Acronis product again. And not only will I never recommend the product again, I will actively discourage people from using it. I've used ATI for many years, so this is both discouraging and frightening (in the sense that I've relied on it all this time).
Hello Michael,
thank you for your postings.
I'm very sorry to hear that you've faced further difficulties. Actually you case seems to be system-specific and we need to find out what causes SnapAPI installation failure. I've sent you a PM with additional information.
Bob D, you can install build 6614 over 5560, according to many reports from our Customers update is installed flawlessly. However, the safer way is to uninstall build 5560 first and then install 6614.
Thank you.
Thank you Anna for your advice. I will uninstall build 5560 first and then install 6614. I will get back to this thread when I have something to report. This may take a week or two as I am busy on other projects.
Michael, do you done steps in my post exactly as i wrote? I mean, do you create new empty Acronis folder for shortcuts and remove all Acronis related keys from registry? Do you restart system exactly as i wrote? This steps fixed problem on few machines so i don't know why you still can't install software.
Krsysztof-- yep, I created the folder and removed all of the Acronis keys (took about an hour... painful). Rebooted.
In any case, thank you for your suggestion. I work in software QA, and I would never want a customer to have to jump through these kinds of hoops to upgrade a product. I'm currently testing other backup solutions as I no longer feel comfortable relying on True Image.
Good news! I tried another approach which worked.
Acronis Support suggested I run the SnapAPI installer from an elevated command window. That worked. But the ATI installer still hung at Creating shortcuts.
I resolved it by doing the following:
1) Delete the shortcuts that were created during the failed install attempt.
2) In an elevated command window, I ran this command to activate the Administrator user:
net user Administrator MY_PASSWORD /active:yes
3) I logged on to my PC as Administrator and ran the ATI installer from there. It completed without any problems.
Backup now in progress...
Thanks for the support and suggestions.
Thank you Anna for your advice. I will uninstall build 5560 first and then install 6614. I will get back to this thread when I have something to report. This may take a week or two as I am busy on other projects.
It is done. I am now up and running on build 6614. No trouble to install and no trouble in operation. I thank all who went before me and ironed out the problems.