Installation Incomplete

Discussion in 'Other Acronis Products' started by nfeight, Dec 21, 2005.

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  1. nfeight

    nfeight Guest

    I uninstalled Acronis Privacy Expert 8 as I was told by the Acronis PES 9 version install program. After uninstall of ver 8, I was told to reboot and I did. Then when I go to install PES 9, everything looks like it is working, I go right on through, files are being installed, green bar goes all the way to right, a desktop icon appears.

    And then everything goes backward, desktop icon is taken off, it is like the uninstall program is running: The message appears:

    Installation Incomplete

    The installer was interrupted before Acronis Privacy Expert Suite could be removed. You need to restart the installer and try again.

    I have retried and retried. I have turned off all extra programs in task tray, vice protection, printer monitor, etc.

    Help.
     
  2. Acronis Support

    Acronis Support Acronis Support Staff

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

    Thank you for choosing Acronis Internet Privacy and Antispyware Software.

    Could you please do the following?

    - Launch the product installation file;

    - Right-click on the "Install Acronis Privacy Expert Suite" 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 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 problem and collect the log file created during the installation.

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

    Please 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. We will investigate the problem and try to provide you with the solution.

    Thank you.
    --
    Kirill Omelchenko
     
  3. techknowczar

    techknowczar Guest

    Reinstall version 8. Uninstall version 8 from application settings not Add/Remove Programs. Install version 9. It seems that Add/Remove Programs does not completely uninstall and this causes a problem. Also when installing version 9, install for all users. Installing for only current user seems to be glitchy. That option was not available in version 8.
    Microsoft has a useful utility Windows Install Clean Up that completely uninstalls programs that it logs.

    http://download.microsoft.com/download/e/9/d/e9d80355-7ab4-45b8-80e8-983a48d5e1bd/msicuu2.exe
     
  4. nfeight

    nfeight Guest

    Sorry that didn't work. I assume when you said to uninstall from application settings, you meant from the acronis folder, under the start -> programs?
     
  5. Acronis Support

    Acronis Support Acronis Support Staff

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

    If you have already sent a request to Acronis Support then please let me know your Acronis request # which was sent to you in autoreply to your letter. I will find out how the investigation of your issue is going.

    Thank you.
    --
    Kirill Omelchenko
     
  6. nfeight

    nfeight Guest

    I did send in the request, and complied with #2 in the post, saved the system info and the log file of the attempted installation. Zipped the files and sent to tech support. I have gotten back two #'s 442293 and 435220. The first two basically say they got the request and are working on it. The last two look like gobbledygook:

    Bug -- direct link removed --

    -- confidential information removed --

    What is the above?
     
    Last edited by a moderator: Dec 27, 2005
  7. Acronis Support

    Acronis Support Acronis Support Staff

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

    Please accept our apologies for this incident.

    That letter contains some confidencial information and was send to you by mistake.

    As I can see, our Development Team is already working on your issue and so it will be fixed in the nearest future.

    Thank you.
    --
    Kirill Omelchenko
     
  8. tsharp

    tsharp Registered Member

    Joined:
    Feb 25, 2006
    Posts:
    1
    I am having the exact same problem with Acronis DiskDirector 10. Unable to complete the installation and getting the same message.
     
  9. Acronis Support

    Acronis Support Acronis Support Staff

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

    Thank you for choosing Acronis Partition and Disk Managing Software.

    Please follow the instructions provided in this previous post of mine.

    If this does not help then please do the following:

    - Launch the product installation file;

    - Right-click on the "Install Acronis Disk Director Suite" 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 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 problem and collect the log file created during the installation.

    Please create an account, then log in and submit a request for technical support. Attach the collected file to your request along with the step-by-step description of the actions taken before the problem appears and the link to this thread. We will investigate the problem and try to provide you with the solution.

    Thank you.
    --
    Kirill Omelchenko
     
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