Unable to install Acronis True Image 10

Discussion in 'Acronis True Image Product Line' started by Mike172, Aug 17, 2007.

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  1. Mike172

    Mike172 Registered Member

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    er, I wonder if anyone could possibly help me ...

    PROBLEM
    I am unable to install Acronis True Image 10

    ANALYSIS
    I am using MS Windows XP Pro
    1. I installed the trial 15 day version of Acronis True Image 10
    2. The 15 days expired
    3. I paid for Acronis True Image 10 and I have a Customer Number and an Order Number
    4. I thought that I could just enter the Customer number (or whatever) and
    start using the product BUT I can't enter any number because the 15 days
    have expired. OK, never mind, I'll just have to re-install it.
    5. After chatting to Acronis Tech Support:-
    5.1 I uninstalled Acronis via Control Panel Add/Remove programs utility
    5.2 I downloaded and successfully ran Microsoft's Windows Clean Up Utility
    to remove Acronis
    5.3 I deleted all files in \Documents and Settings\[Account Name]\Local
    Settings\Temp\ folder by running Disk Cleanup wizard from the system drive
    (e.g. C:\\ Properties (remembering to check the Temporary Files checkbox)
    6. I tried to re-install Acronis True Image 10
    6.1 I connected to the internet
    6.2 After providing the information at the Registration screen I click the
    'Next' button and nothing happens, nothing, it just sits there.
    7. I have a cup of tea and a biscuit
    8. I try the whole lot again but still nothing happens when - After
    providing the information at the Registration screen I click the 'Next'
    button and nothing happens, nothing, it just sits there.

    I hope I have provided all the necessary info (is was a cream biscuit)

    SOLUTION
    I have reported this to Acronis Tech Support via email and I suppose they
    will get back to me but I was just wondering if any of you had any ideas.

    Has anyone any ideas?

    Many thanks

    Mike
     
  2. thomasjk

    thomasjk Registered Member

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    First Acronis doesn't take emails for support. You have to go to the web site and submit your issue. Where did you order from? You should have received a serial number with your order or by email. You can't enter the serial number in the trial version. You did the correct thing by uninstalling it and then installing the paid for version.
     
  3. jmk94903

    jmk94903 Registered Member

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    Everything is good up to this point. However, I'm a bit confused as to what happened next in 6.2.

    It sounds like you were at the Acronis web site (www.acronis.com) and had clicked on Support near the top of the page.

    a. On the Support page on the right side, did you click on "First time here. Create Account"?

    b. Did you enter your email address and then a password to create your Acronis account?

    c. Did you then register your product with the serial number from the email you received after purchasing TrueImage?

    d. After registering, did you download the full version of TrueImage Home 10 by selecting SAVE to save the installation file on your computer (the Desktop is a good place)?

    e. When the download was complete, did you close your browser and double click the TrueImage installation file to start the installation?

    OK, what did I miss? If you didn't do it this way, give it a try and tell us what happened.
     
  4. Mike172

    Mike172 Registered Member

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    Tom

    Thanks for your reply

    a) I’ve been exchanging emails with support for a few weeks now trying to get the trial version to work successfully. It wasn’t straight forward at all but now I understand what I have to do in order to get the Acronis backup software to work.
    b) I followed the links on the Acronis web site and received an email from Acronis SAS Customer Service. They sent me a Customer Number, an Order Number but not a serial number.

    Mike
     
  5. Mike172

    Mike172 Registered Member

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    John,

    Thanks for your reply - this is what I did:-

    1. I click on ‘Install Acronis True Image Home’
    2. I get: ‘Preparing to install …’
    3. I get: Welcome to the Acronis True Image Home Setup
    3.1 This wizard will guide you …
    3.2 Please click ‘next’ to continue
    3.3 I click ‘next’
    4. I get: Licence Agreement
    4.1 I choose ‘I accept’
    4.2 I click ‘Next’
    5. I get: Setup Type
    5.1 I choose ‘Typical’
    6 I get: Select Administrator Options
    6.1 I choose: ‘Install for all …’
    6.2 I click ‘Next’
    7. I get: Registration
    7.1 I complete the Name and E-mail boxes
    7.2 I click Next
    Nothing happens

    So, to answer your questions. :-
    a) I didn’t get to the Acronis Web site
    b) I already have an Acronis account (created when I was trying to get the trial version working) o_O I wonder if this might be a problem o_O
    c) I haven’t got as far as registering the product
    d) I have a Customer Number and an Order Number from but Acronis SAS Customer Service but not a serial number.

    er, I think that’s everything

    I would be grateful for any advice

    Many thanks

    Mike
     
  6. thomasjk

    thomasjk Registered Member

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    It sounds like you are still trying to install the Trial Version which I believe asks you to register at the web site. Did you download from Acronis through Digital River? Find a post in the forum from "Acronis Support". Click on the user name and send them a PM asking for help. Include your ticket number if you have one. Without a serial number you are stuck.
     
  7. jmk94903

    jmk94903 Registered Member

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    I think Tom is right. You are still trying to install the Trial. The full version doesn't ask for a name and email address. It asks for your serial number instead.

    After purchasing TI, you should have received an email (check your SPAM box) which provides two critical items:
    1. The serial number required to install the full version. (And also to register the program on the Acronis web site.)
    2. A link to download the full program.

    Download the full program and save that file on your comptuer.
    Uninstall the Trial program.
    Double click the newly downloaded full program file to start the installation.
     
  8. Acronis Support

    Acronis Support Acronis Support Staff

    Joined:
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    25,885
    Hello Mike172,

    Thank you for choosing Acronis Disk Backup Software.

    Please notice that most likely thomasjk and jmk94903 are correct. As suggested, could you please let us know your Acronis request number (e.g. [Acronis #123456]) which was sent to you in autoreply to your letter and/or e-mail you used to register? We will find out the reason for the delay.

    Thank you.
    --
    Marat Setdikov
     
  9. DwnNdrty

    DwnNdrty Registered Member

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    Florida - USA
    Acronis True Image is a very sophisticated program ... tea and biscuit - even a cream biscuit - doesn't cut it .... it has to be wine and caviar. :D

    Seriously ... if previous suggestions don't work, you might want to start with a clean sheet - this means manually removing all instances of Acronis and True Image from the Registry, then try again. The normal windows clean-up routines do not get everything.
     
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