Password?

Discussion in 'Acronis Disk Director Suite' started by ejhernandez, Aug 31, 2005.

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  1. ejhernandez

    ejhernandez Registered Member

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    I just installed disk director suite 9.0. Upon trying to start the program it is asking for a password. Is there a default password to open the program? Thanks
     
  2. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello ejhernandez,

    Thank you for choosing Acronis Partition and Disk Managing Software.

    No, it is not default password, you can set it when the program has been installed. Please read the User's Guide (Chapter 2.5, page 22, "Protecting Acronis Disk Director Suite With A Password"). If you protect Acronis Disk Director Suite with a password and forget it, you will have to uninstall Disk Director Suite by selecting Programs -> Acronis -> Disk Director Suite -> Uninstall Acronis Disk Director Suite, and install it again!

    Thank you.
    --
    Irina Shirokova
     
  3. kenarmst

    kenarmst Registered Member

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    Re: Password and uninstall Problem

    I have just installed Disk Director Suite 10, on a Win XP Home, dual boot system, which has been running fine (2 WinXP homes on separate partitions). The program was downloaded from your site.

    My program is also asking for a password, but I did not set password protect in installation, thus, no password available.

    Tried to email support, but the form requests a build number, which is unavailable because can't access the program. So, I'm trying here.

    I read the post above, but there is no "uninstall" listing in the "all programs/acronis/... drop down box. So, I tried using the "uninstall programs" in control panel. The response, after almost completing the uninstall, was, "Acronis OS Selector can not find the proper serial number. You should reinstall the product."

    When trying to reinstall the product, the installer program does not provide a "installation" button, instead, the choices are: Modify, Repair or Uninstall.
    So, I tried Uninstall. I got the same message and then after closing that errror message, a pop-up said, "Fatal error during installation."

    I then tried the Repair option and received the "...cannot find the proper serial number..." message again.

    All attempts to uninstall, reinstall, repair meet with the same messages.
    I can't access the program nor uninstall the program.

    What now?

    kenarmst
     
  4. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello kenarmst,

    Thank you for your interest in Acronis Disk Management Software.

    Could you please do the following?

    - Open Start\Programs\Accessories\System Tools\System Information;
    - Select System Information;
    - In File(or Action) menu choose Save...
    - Select Save as type: "Version 5.0/6.0 System Information File(*.NFO)";
    - Send us the file created.

    Could you please also download Acronis Report utility available at http://www.acronis.com/files/support/AcronisReport.exe and run it, create a report and send it to us? This would provide us with detailed information on the hard disk partition structure.

    Please collect the information requested above and contact us from our web-site: http://www.acronis.com/homecomputing/my/support/ . Please don't forget to send the link to this thread along with gathered information. This would allow us to investigate the problem and help you with the solution.

    Thank you.
    --
    Semyonov Vasily
     
  5. kenarmst

    kenarmst Registered Member

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    You have requested that I send the requested information to support on your website. But, that is impossible. Please read my previous post. Can't sumbit to support because the form has a mandatory field for "build", which I can't access because I can't open the program to get the build number.

    By the way, this is a purchased program, not a trial version. Do you have more than one build number on DDS10 already?

    I should also mention, that prior to installing Disk Director Suite 10, I used Partition Expert 2003 to resize partitions. I lost hal.dll and system files are not found upon trying to open that OS (winxp-home). Still can't access that OS. That's what I was hoping Disk Director 10 would be able to fix. I had DD9 prior to 10.

    I have attached report.txt file to this post, but can't attach the systeminfo.nfo file because attachments only allow 1 file to be posted. Also, it would appear that .nfo files are not one of file types allowed by "attachments" to these posts. Perhaps, you could supply me with a "build" number so that I can send them to support. The report.txt file would seem to include everthing necessary, however.

    Please advise.

    Thank you,
    kenarmst


    Thank you.
    kenarmst
     

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  6. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello kenarmst,

    I have forwarded this issue to our Development Team. As this can take a few days, we apologize in advance for any delay with response.

    However please contact us as it was described in my previous answer to this thread so we could inform you about the result as soon as possible. Remember that you can set any build number in the support request form since it is not checked anyhow and is used only as an additional information in the corresponding request.

    Thank you.
    --
    Semyonov Vasily
     
  7. kenarmst

    kenarmst Registered Member

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    Thanks for the info concerning the "build number." I submitted the report to "my/support" with a bogus "build number" and attached the file "systeminfo.nfo. As the form only allows one file, presumably they will get the other file, "report.txt" from my previous post to this forum.

    I received the following email from Dennis Kurochkin, who apparently did not understand the problem at all. He sent me the serial number for the program, which, of course, I already have. Its asking for a "password," not the serial number which I used to install the program.

    I am standing by...

    kenarmst

    Email quote below:

    Dear Ken,

    Thank you for taking the time to contact us and for choosing Acronis Disk Director Suite 10.0 (http://www.acronis.com/homecomputing/products/diskdirector/).

    Your serial number for Acronis Disk Director Suite 10.0 is *****-*****-*****-*****-*****

    If you have any questions concerning our software, please feel free to contact us at your earliest convenience with the details and we will do our best to help you as soon as possible.

    Thank you.
    --
    Best regards,
    Dennis Kurochkin

    Acronis, Inc.
    395 Oyster Point Blvd., Suite 115
    South San Francisco, CA 94080 USA
    http://www.acronis.com

    Acronis Customer Service Department
    http://www.acronis.com/my/support/

    Acronis... compute with confidence
     
  8. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello kenarmst,

    This issue is already under investigation by our Development Team. We are still working on this 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.

    However please let me know your Acronis request # which was sent to you in autoreply to your letter to Acronis Support Team. I will take care of it.

    Thank you.
    --
    Semyonov Vasily
     
  9. kenarmst

    kenarmst Registered Member

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    In the email from Support, acknowledging my issue, there is the following: Acronis No: 405143.

    kenarmst
     
  10. Acronis Support

    Acronis Support Acronis Support Staff

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    25,885
    Hello kenarmst,

    As I can see, our support engineer Vasily Semyonov is already working on your issue. Please use the workaround he has suggested.

    If that does not help please reply to Vasily's last letter.

    Thank you.
    --
    Kirill Omelchenko
     
  11. camgilly

    camgilly Registered Member

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    Location:
    NSW, Australia
    Is this issue resolved yet??
    I have the same issueo_O
    Thanks,
    Camgilly
     
  12. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello camgilly,

    Thank you for choosing Acronis Partition and Disk Managing Software.

    We are still working on this issue along with the Development Team and will do our best in order fix it in the nearest release of update. Please accept our profound apologies for the delay.

    Please try the following workaround:

    - Manually uninstall previous installation of Acronis Disk Director Suite using this way:

    Please be aware that if you use more then one Acronis software then your second (or third) Acronis program will be partly deleted too.

    Windows 2000/XP/2003

    - Deactivate Acronis OS Selector
    - Delete snapman value from
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318} -> UpperFilters
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71A27CDD-812A-11D0-BEC7-08002BE2092F} -> UpperFilters
    - Delete snapman key from HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services
    - Delete the following registry keys:
    HKEY_LOCAL_MACHINE\SOFTWARE\Acronis
    HKEY_CURRENT_USER\Software\Acronis
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Disk Director
    - Delete \Windows\System32\autoprnt.exe if it exists
    - Delete the following folders:
    \Program Files\Common Files\Acronis
    \Program Files\Acronis
    - Delete the Desktop icon and Start menu shortcuts
    - Reboot the computer.

    - Download and install Acronis Disk Director Suite 10.0 demo version;
    - Install Acronis Disk Director Suite 10.0 full version over the demo version.

    Thank you.
    --
    Kirill Omelchenko
     
  13. kenarmst

    kenarmst Registered Member

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    :thumbd:

    To all those in a similar situation and it appears, from the number of views of this post and other "password" posts, that there are lots of us, I tried the above instructions to remove Disk Director Suite 10 and along with it, hopefully, Acronis OS Selector and return my computer to its "pre-Acronis" state.

    Removing this software will, of course, not fix my original problem for which I bought the software (one OS won't boot). At this point I can't even use the software which I purchased and I can't delete it either.

    I tried to remove Disk Director 10 Suite by following the above instructions posted by Kirill Omelchenko. I would caution anyone from trying this method who has a dual boot system. By the way, this "method" didn't work.

    First, I backed up the drives/partitions before I began to follow the instructions posted. Thank God!

    Here's what happened:

    I Deactivated Acronis OS selector (although it kept working after reboot anyway-more below). Then I deleted the first three registry values/key as instructed.

    When I got to the fourth one (HKEY_LOCAL_MACHINE\SOFTWARE\Acronis),
    I received the following error message when trying to delete the registry key:
    "cannot delete Acronis: Error while deleting key". Tried to delete it a couple of more times with the same result.

    Not knowing what to do, I continued with the rest of the instructions.

    When I got to deleting the registry key (HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Disk Director), there was no such key in my registry.

    So, I proceeded on.

    When I got to deleting "the following folders" instruction, I could not delete the folder (\Program Files\Acronis). I received the message, "cannot delete schedhlp.exe - access denied." Then the deletion box terminated. Same thing when trying again. The file permissions were not restricted and were set to standard Archive. It goes without saying, I hope, that I was logged in as Administrator and had full access to the computer.

    I proceeded to download the demo version then, with fingers crossed, I rebooted the computer.

    Well, that was the end of the computer. The computer booted into Acronis OS (even though it was deactivated) and began to boot my default operating system (the only one that was working previously). The computer could not complete booting Win XP home and hung up on the logo and froze. It could not boot to the other OS for the same reasons as before (see below).

    I attempted to boot a few different ways and then it occurred to me that the computer could not boot because I had deleted the data (per the instructions above) that the computer needed to boot. Acronis OS was still operating. I never got back my Windows XP boot option screen (the default one that Windows uses prior to installing Acronic OS and Disk Director for dual boot OS selection.)

    My computer was dead, dead, dead. Fortunately, I had saved the OS and restored it by booting from an emergency CD or else I wouldn't even be able to send this message.

    Kirill Omelchenko, are you just making this stuff up? This software is really
    terrible. These support instructions appear to cause a total loss of all operating systems and boot options. It would appear that the only way to solve this problem is to reformat the hard disk(s) and start over (without Disk Director Suite 10). This software should be removed from sale.

    To restate the situation, I have a dual boot (both Win XP-home) system.
    One WinXP OS won't boot as it can't find the operating systems files, perhaps something with the master boot record (MBR). That is what I have been trying to fix. The files are there for the OS, but boot.ini and/or the MBR can't see/find them.

    The second WinXP OS is the one I am using. Disk Director Suite and Acronis OS Selector see all the OS's, but, because of the items mentioned in the previous paragraph, WindowsXP can't boot to it.

    If I had not saved and restored the one operating system that was running, your above instructions would have rendered my computer useless.

    I am hesitant to try any further advice from you, but, I am desperate to get the other operating system running.

    What now?

    :mad: Getting really upset,

    Kenarmst
     
  14. Acronis Support

    Acronis Support Acronis Support Staff

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    Hello Kenarmst,

    Please accept my apologies for the inconvenience.

    First of all, please be aware that these instructions are not my own stuff. It is the standard workaround for this issue. And as you can see I have provided camgilly with them, not you.

    Please also be aware that the changes in System Registry cannot affect anything in the MBR of your hard drive.

    This operating system booting failure was probably caused by the partial (not complete) deletion of Acronis Disk Director Suite 10.0 using my instructions. As I uderstand you also had Acronis True Image installed in this Windows XP and some scheduled tasks. That is why you were unable to delete \Program Files\Acronis folder.

    Now please try the following:

    Please boot up from the Windows Bootable CD, then go to the Recovery Console (the first Repair option you come to).

    From the command prompt please type:

    FIXMBR C:
    FIXBOOT C:
    COPY CDDrive:\I386\NTLDR C:\
    COPY CDDrive:\I386|NTDETECT.COM C:\
    BOOTCFG /rebuild

    After that, please reboot your computer.

    Thank you.
    --
    Kirill Omelchenko
     
  15. kenarmst

    kenarmst Registered Member

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    Kirill:

    Have been trying for months to follow your directions.
    When trying to access the Recovery Console, it will not display fully.
    All I get is the "Windows Setup," which is the top line displayed in the Recovery Console. The rest of the screen is Blue and the computer locks up requiring a reboot.

    I've used the proper disk and several other Windows XP home CD to attempt to access the Recovery Console to no avail. I even loaded to hard drive as a "start-up" option, but that doesn't work either.

    So, I can't get to the instructions you have provided.

    FIXMBR C:
    FIXBOOT C:
    COPY CDDrive:\I386\NTLDR C:\
    COPY CDDrive:\I386|NTDETECT.COM C:\
    BOOTCFG /rebuild

    I've deleted the second Operating System and reformatted the partition with the 2nd OS. At this point, I'm just trying to get Disk Director and OS Selector off the computer so that I can go back to Windows XP regular boot options.

    Any suggestions?

    Ken Armstrong
     
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