How can I cancel my TI 2009 purchase?

Discussion in 'Acronis True Image Product Line' started by yamaneko, Oct 21, 2008.

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  1. yamaneko

    yamaneko Registered Member

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    I just purchased TI 2009 a couple hours ago and I tried to install it to my virtual PC, without luck. I got "The installation was interrupted before Acronis True Image Home could be installed. You need restart the installer to try again." -error every time. And yes, I have tried everything, even with hidden administrator account, but no luck.

    Luckily this is not my principal use. I just sometimes I test things with virtual pc for my guides I wrote and I just wanted to test new GUI before installing it on host machine.

    But what I have now read here, it might be that I cannot install it on real machine either because many have this "The installation was interrupted" -error.

    So my main question is this: How can I cancel my purchase?
    I cannot find any information about this at Acronis.com
     
    Last edited: Oct 21, 2008
  2. shieber

    shieber Registered Member

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    Contact Acronis Customer Service via the web site

    http://www.acronis.com/company/contacts/request/index.html?t=1

    and request a 30-day Satisfaction Guaranteed refund and attach an electronic copy of your receipt.

    You should get notice within a day that they have your Cust Serv request. You should get another email in day or 5 saying that they have issued a refund (or a refund request to Digital River if you purchased on-line) and the refudn should be posted within a day of that.

    They should be getting pretty good at handling refund requests by now, I should imagine ;-)
     
  3. yamaneko

    yamaneko Registered Member

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    Thank you, I think I have to cancel it. I have now tested it on real pc, same thing.

    I do not understand why they have screw up installer that way. I have used True Image from version 7 to 11, and never be any problems with installer. This is totally ridiculous!
     
  4. yamaneko

    yamaneko Registered Member

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    Ok, I got it installed. I done it that way:

    1. Double click True Image 2009 installer.
    2. When Installer Wizard appears, right click Install Acronis True Image Home and select Extract
    3. Save AcronisTrueImage.msi somewhere.
    4. Type %temp% on the Search box and press Enter.
    5. Empty temp -folder
    6. Type CMD on the Search box and right click cmd.exe, and then click Run As Administrator.
    7. Type AcronisTrueImage.msi and press Enter.
    8. Continue as usual.

    But now True Image hangs on Splash screen (Processing, please wait...).

    Oh, my... I have recommended True Image for a long time, I even made guide in Finnish. But now, I think I'm gonna hate this software...
     
    Last edited: Oct 22, 2008
  5. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello yamaneko,

    Thank you for choosing Acronis Disk Backup Software.

    We are sorry for delayed response.

    Please make sure you use the latest build (9615) of Acronis True Image Home 2009. To get access to updates you should first register your software.

    If the latest build doesn't solve the problem, could you please collect some information to let us investigate it?

    Please create Acronis Report and Windows System Information as it is described in Acronis Help Post.

    Then submit a request for technical support. Attach all the collected files and information to your request along with the step-by-step description of the actions taken before the problem appears and the link to this thread. To expedite the resolution we recommend you to use our Live Chat service after that. We will do our best to investigate the problem and provide you with a solution.

    Thank you.
    --
    Marat Setdikov
     
  6. tomh

    tomh Registered Member

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    I just wanted you to know I have experienced the same thing with a Windows XP (SP3) system. I wrote to Acronis (no answer yet).

    I'm going to try some of the recommendations here, but I'm beginning to worry. I have had True Image 8, True Image Home 9, 10 and 11 without issues, but this worries me.

    -Tom-
     
  7. Faust

    Faust Registered Member

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    Optimistic time scale there shieber - I have been waiting weeks now for a refund for my double purchase (just want the one refund). 7 emails before I even got an acknowledgment and a further 5 to date to request a resolution -still waiting. You do have to wonder if this company is functioning at any level anymore?
     
  8. shieber

    shieber Registered Member

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    If the product is top notch, the service needn't be so great and vice versa. But when both are poor, it's bound to catch up with them. I think they've been enjoying the reputation of the older versions and the reviews form folks that base reviews on the press releases rather than rigorous real world testing, and lordy, there are plenty of those folks out there, even in some of the "reputable" trade mags.
     
  9. seekforever

    seekforever Registered Member

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    That is so very true. If you use the product being reviewed it is often easy to realize that is all they are doing.
     
  10. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello all,

    Thank you for your interest in Acronis True Image

    If you experience the issue while installing the program with "installation was interrupted..." error message, you should proceed as follows:

    1. Completely uninstall Acronis software (Start->Settings->Control Panel->Add or Remove Programs. Select Acronis True Image (if there is any) and hit "Remove").

    2. Reboot the computer.

    3. Temporally disable your Anti-Virus software (including Firewalls).

    4. Manually delete the content of the following folder: C:\documents and settings\[account_name]\local settings\temp (or C:\Users\[account_name]\AppData\Local\Temp for Windows Vista).

    5. Disable Windows User Account Control in Windows Vista (Start -> Settings -> Control Panel -> User Accounts -> Turn User Account On or Off -> Uncheck “Use User Account Control (UAC) to help protect your computer".

    Or

    - Go Start > Run, issue "msconfig" without quotation-marks and press [Enter].
    - In Tools select "Disable UAC"

    6. Try to install the product again from the scratch.

    If the problem persists, please collect the following information and submit a request to Acronis Customer Service Department here:

    1. Launch the product installation file;

    2. Once the Acronis product installation screen appears, right-click on the name of the component that fails to install. You should see two options there: Install and Extract. Select Extract;

    3. Select the path for extracting the component and click Save. You should select C partition, and leave the auto-created file name.

    4. Go to the Run prompt (Start -> Run) and issue the following command:

    msiexec /i C:\AcronisTrueImage.msi /l*v C:\msilog.log

    5. Reproduce the problem and send us the log file created during the installation;

    6. Please compress MSI output file into an archive (e.g. with WinZip) and attach to your message by browsing for the archive.

    7. - Open Start\Programs\Accessories\System Tools\System Information;
    - Choose the "Save" option in the "File" menu (or "Action" menu under Windows 2000), enter the "File name" and set the field "Save as type" to "System Information File (*.NFO)";
    - Send us the saved file.

    Also I may recommend you to use our Live Chat service here in order to receive immediate support.

    Thank you.

    __

    Oleg Lee
     
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