Support Acknowledgement Behaviour

[foghorne]

I am in dialogue with Acronis regarding a failure to install TI v9 Home because the installation program was "interrupted".

I have noticed today that when I reply to Acronis support, rather than getting an automated acknowledgenment email I get the email I have sent to them, sent back to me. Note that this is not a bounce, it is just as if Acronis have written the email to me. This is confirmed from the headers.

Does anyone at Acronis know what is going on? How can I be confident that my replies are reaching you and have not just dropped into a bucket ?

Thanks
F

[foghorne]

Comments please Acronis - how do I know if my replies are reaching you.
I have a problem still unresolved for over a week.

[foghorne]

As a followup, I have since had a reply on my issue so discussions are still continuing despite the strange behaviour of the automated acknowledgement system.

F

[Tabvla]

Hi foghorne

Apologies in advance if this is a stupid question but......

Why don't you simply uninstall whatever was installed, download the latest build from the Acronis website and do a fresh intstall :)

Or have I misunderstood something ???

[Acronis Support]

Hello foghorne,

Thank you for choosing Acronis Disk Backup Software (http://www.acronis.com/homecomputing/products/trueimage/).

Please accept our apologies for the delay with the response.

Could you please let us know your Acronis request # which was sent to you in autoreply to your letter? We will find out how the reason of this acknowledgement system behavior.

Thank you.
--
Kirill Omelchenko

[foghorne]

-{ Quote: "Hi foghorne

Apologies in advance if this is a stupid question but......

Why don't you simply uninstall whatever was installed, download the latest build from the Acronis website and do a fresh intstall :)

Or have I misunderstood something ???" }-

Hi Tabvla, thanks for your reply. I have done all that and more. The product will not install on my system.

F

[foghorne]

-{ Quote: "Hello foghorne,

Thank you for choosing Acronis Disk Backup Software (http://www.acronis.com/homecomputing/products/trueimage/).

Please accept our apologies for the delay with the response.

Could you please let us know your Acronis request # which was sent to you in autoreply to your letter? We will find out how the reason of this acknowledgement system behavior.

Thank you.
--
Kirill Omelchenko" }-

Hi Kirill,
the number is #586946. Still unresolved byt the way.

Thanks
F

[Acronis Support]

Hello foghorne,

Thank you for choosing Acronis Disk Backup Software (http://www.acronis.com/homecomputing/products/trueimage/).

We are still working on your problem and will do our best in order to contact you with a possible workaround as soon as possible. We will highly appreciate if you wait for a few days more to let us complete the investigation. We are sorry for such a delay caused by our Developement Team being involved in the process.

Thank you.
--
Tatyana Tsyngaeva

[Tabvla]

Hi foghorne, has this problem been resolved?

If not have you done the following BEFORE trying to install TI9

1. Physically disconnect from the Internet (pull the cable!!)
2. Exit your AV software
3. Stop your Firewall
4. Stop all Spyware utilities (e.g. AdAware, Windows Defender, SpyBot.... etc)
5. Stop all system monitoring utilities (e.g. WinPatrol, Advance Uninstaller...etc)
6. Temporarily "Disable" all of the above in your Startup Programs
7. Restart your system and make sure that none of the above start
8. Login as Administrator
9. Now install TI9 from the download .exe file
10. Restart when prompted
11. TI9 needs to complete its installation AFTER the Restart so DON'T turn any of the above utilities on as yet
12. If TI9 completes its installation successfully then Restart again
13. Re-enable all the above in your Startup Programs
14. Restart (yeah I know ..... again!)
15. Check that all your security software has restarted and is running
16. Plug in the Internet or network cable
17. Re-establish your connection through the Control Panel > Network Connections utility