Install issues with True Image 10

Discussion in 'Acronis True Image Product Line' started by DavdWhite, Oct 19, 2006.

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  1. DavdWhite

    DavdWhite Registered Member

    Joined:
    Oct 19, 2006
    Posts:
    1
    I have been trying to install True Image 10 from True Image 9 for a few days.

    When trying to install, the install installs all the files, then with out warning or a message un-installs all the files, registry entries, and desktop icons. Then the installer states that the install was interupted and to try again.

    I see that the services are still running and asked how I shut them off but I have received no response in two days. Just the same suggestions that don't work.

    I tried un-installing 9.0 before installing but the same behavior persists.

    Does any one have a list of all the services and names so I can shut them down? Or a way to get this to install?

    ___________________________________________________________________

    Techincal support is putting out these rote suggestions that don't work:

    Could you please do the following in order to check out the integrity of the installation package?

    - Download the checksum utility from http://www.irnis.net/files/xcsci.exe
    - Unpack and run the application and click on the ellipsis sign to browse and select the installation package you downloaded;
    - Ckick "Start" button;
    - The MD5 value for Acronis True Image 10.0 Home (build number 4871) must be 5d3d4ee6b8b53bb0637af4fb3a2f8f07

    If the MD5 value is not 5d3d4ee6b8b53bb0637af4fb3a2f8f07 then you need to re-download the latest build.

    If the MD5 value is 5d3d4ee6b8b53bb0637af4fb3a2f8f07 then please follow the link http://support.microsoft.com/kb/290301/en-us and read the Microsoft article in order to solve the issue.


    _______________________________________________________


    Could you please do the following?

    1. Download Windows Installer CleanUp Utility from http://support.microsoft.com/kb/290301/en-us, install and run it;
    2. Select the Acronis product you are trying to install and hit Remove;
    3. Try to install the product again.

    If the problem remains please send us a screen shot of an error message and describe us all actions taken step-by-step.


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  2. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
    Apr 28, 2004
    Posts:
    25,885
    Hello DavdWhite,

    Thank you for choosing Acronis Disk Backup Software.

    As far as I understoand you have already contacted Acronis Support Team regurding this issue. Could you please let us know your Acronis request # (e.g. [Acronis #123456]) which was sent to you in autoreply to your letter? We will find out the reason for the delay and how the investigation of your issue is going.

    Also could you please do the following in order to provide us with the additional information to investigate this issue thoroughly and to provide you with a possible solution?

    - Launch the product installation file;

    - Right-click on the "Install Acronis True Image Home" button and select "Extract";

    - Select the path for extracting the component and click "Save";

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

    msiexec /i msi-name /l*v log-name

    Where msi-name is the path and name of the file you extracted in steps 2-3 and log-name is the path and the name to the log file you want to save the output to;

    - Reproduce the issue and collect the log file created during the installation.

    Then send the collected log file to Acronis Support Team as a reply to they last e-mail. We will investigate the problem and try to provide you with a solution.

    Thank you.
    --
    Aleksandr Isakov
     
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