TI2009 aborts installation and rolls back

Discussion in 'Acronis True Image Product Line' started by OES, Jan 19, 2009.

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  1. OES

    OES Registered Member

    Joined:
    Jan 19, 2009
    Posts:
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    Hi folks,
    I bought my TI2009 yesterday online and i'm not able to install it.
    XP home, RAID1, and nothing special, Computer reinstalled after a crash, thatswhy I bought now TI2009

    I tried all recommendations of the FAQ and set the services in the configuration to "on".
    Closed all applications, shut of the running SQL Server,
    Nothing helps.
    Tried it more than 20 times.....::(

    It seems, it stops installation after hearing the system trying to get access to the floppy (only recognation of installed hardware?)

    Support is contacted, but no response till now.
    I'm not amused, buying a SW which is not only not running - in fact is not installable and the hotline will take extra money for the phone calls.:thumbd:

    Any ideas? (I did not found a hint in this forum for my problem)

    Cheers
    OES
     
  2. MudCrab

    MudCrab Imaging Specialist

    Joined:
    Nov 3, 2006
    Posts:
    6,483
    Location:
    California
    Take a look at this post and this post. Maybe one will help.

    I also have this problem on every installtion of TI 2009 I've done (including the beta version). It's extremely irritating.
     
  3. OES

    OES Registered Member

    Joined:
    Jan 19, 2009
    Posts:
    5
    Hi mudcrab,
    Thank you for a first response!

    I'm sorry, but I've XP and not Vista.
    Nevertheless:
    I tried the first link and empty the temp folder, I tried it with the command prompt. In the meanwhile I made a log file which is very long.

    Please understand: On my computer is every software a legal one. When I bought a SW it runs, even if it's from MS ;) . It is the first time I spent money (and now a lot of time in front of the install screen, the google site and the forums) for a SW which I'm not able to install.
    Honestly I'm getting really angry now about the guys from acronis and its .... SW. And the mail hotline did not react or recognize my problem (I didn't get any auto response or anything)!

    And I'm sure in the first mail from an acronis member here there will be the ridicolous sentence "thank you for choosing/working with acronis SW" But I can not work with it !!!

    Cheers
    OES

    BTW: I'm a user not a computer freak!
     
    Last edited: Jan 20, 2009
  4. OES

    OES Registered Member

    Joined:
    Jan 19, 2009
    Posts:
    5
    In the meanwhile I had contact with the live chat and I got one hint and a new installation file.
    I'll keep you informed about the progress of this issue....


    Update:
    Still no installation possible. Even not with new provided file.
    I wait for tomorrow and will again contact the live chat.
    A lot of time is running because live chat is only possible from my work (in fact not allowed from the company) and there I don't have my computer with the problem. Any hints can only be tested in the evening, if it fails I wait for the next day and ask again.....

    Unhappy greetings
    OES
     
    Last edited: Jan 20, 2009
  5. OES

    OES Registered Member

    Joined:
    Jan 19, 2009
    Posts:
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    Update 25 Jan 09:
    Still no installation possible. Even not with new provided snapapi driver.
     
  6. Acronis Support

    Acronis Support Acronis Support Staff

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

    Thank you for your interesting in Acronis True Image

    Try the following:

    - Try to disable any antivirus software and repeat installation.
    - Try to install as Administrator, right click on installation file -> Run As -> Administrator
    - Try to install for All users.
    - If the issue still persists shut down the Windows Installer service and then re-register it. This makes sure that the Windows Installer engine functions properly. To do this, follow these steps:

    Click Start, and then click Run.
    In the Open box, type msiexec /unreg, and then click OK.
    When this process is complete, click Start, and then click Run.
    In the Open box, type msiexec /regserver, and then click OK.
    When this process is complete, try to install software once again.

    In case issue remains contact Acronis support and submit technical request using this link or contact us via Live Chat and attach the following info:

    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
    4.Go to the Run prompt (Start -> Run) and issue the following command: msiexec /i path&msi-name /l*v log-name.log, where path&msi-name is the name and path of the file you extracted in steps 2-3 and log-name.log is the path and the name to the log file you want to save the output to. For example, msiexec /i D:\AcronisFolder\AcronisTrueImage /l*v D:\log-name.log
    5.Reproduce the problem and send us the log file created during the installation (it will be created on D partition).

    Best regards,
    --
    Dmitry Nikolaev
     
  7. OES

    OES Registered Member

    Joined:
    Jan 19, 2009
    Posts:
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    Hello Dmitry,
    thank you for responding.
    I tried all you asked me to do, but still no better results. It's unable to install.
    In the meantime I've daily live chat contact with the support, I made two times the log file, provided digital snapshots with a camera from the screen because when searching for acronis entries in the registry wih the find function I get a blue screen and the system stops.
    Technicians and experts had some hints but nothing works for installing the TI2009 on my computer. An informatic students helps me but even still without luck.
    I asked for refund of my money, but nobody at Acronis will recognize this.

    regards
    OES
     
  8. Acronis Support

    Acronis Support Acronis Support Staff

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

    Thank you for your interest in Acronis True Image

    Please send me the case number of your refund request via PM.

    Thank you.

    --

    Oleg Lee
     
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