Acronis Privacy Expert Suite 9.0 (build 1,461) Update Problem

March 02, 2007

I received the following response from Acronis technical support 6 days after my request for help. This response did not help and it appears that the tech support rep did not read my orginal e-mail msg in full. if he had, he would have noticed that I had already done what he suggested. I'm still waiting for a reply from tech support based on my 3rd request but I'm assuming it will take another 5 - 6 days. if anyone could help, I would deeply appreciate it.

*** Please review the following e-mail dialogs with customer support to better understand my frustration. You will need to start at the bottom and work you're way up.

Thanks,
David

_______________________________________________________
From: David Parker [mailto:david.parker06@verizon.net]
Sent: Tuesday, February 27, 2007 7:52 PM
To: 'support@acronis.com'
Subject: RE: [Acronis #927506] Update Problem

Dear Customer Support,

It appears that you did not read my e-mail message completely because I stated clearly in my e-mail dated (Thur, Feb 22, 2007) that I did choose to install the software for all users. Therefore, this does not resolve the problem.

Please respond quickly. I sent my first request for help on Thursday, 2/22/2007 and my second request for help on Friday, Feb 23, 2007. It has taken you 6 days to reply.

Regards,

David
_____________________________________________________

-----Original Message-----
From: Acronis Customer Service Department [mailto:support@acronis.com]
Sent: Tuesday, February 27, 2007 2:16 PM
To: david.parker06@verizon.net
Subject: [Acronis #927506] Update Problem

Hello David,

Thank you for using Acronis Privacy Expert Suite.
Please accept our sincere apologies for the delay with the response.

We'd like to inform you that the reported issue takes place when you installed the software only for one user.

In this case, could you please uninstall Acronis Privacy Expert Suite and install it for all users. You will be prompted to choose this option during the program installation.

We are always at your service should you have any further questions.

Thank you.

Best regards,

Eugene Bogdanov
Acronis, Inc.
523rd Avenue
Burlington, MA 01803 USA
http://www.acronis.com

_____________________________________________________

To: Acronis Customer Service Department
From: david.parker06@verizon.net - Thur Feb 22 19:11:46 2007]:

I received a notification that I needed to download the latest updates
for my Acronis Privacy Expert Suite 9.0 (build 1,461). After
downloading to my computer, everything seemed to work ok under my
profile or sign on. When my children signed on under their profile
using the same computer, a notification appeared stating that the
license has expired and we need to pay to renew the license. I do
not understand the reason for this requirement sense it is all
based on the same computer. The only difference is we each have our
own login profile. It has never been my understanding that if you
have several sign on profiles on a computer that you need to have a
separate license for each profile. When I down-loaded the update,
it asked me if I wanted to make the software available to all users
on the same machine and I said yes.

Acronis Privacy Expert Suite 9.0 (build 1,461)
OS: Windows XP Professional

Regards,

David

 

David,

The problem is due to the install option that you used. You need to install it for all users, that is the original install, not the update.

This should be solved by an uninstall, and then a re-installation of the original program.

Colin