Skip to main content

Version 2017 fails to install or update

Thread needs solution
Beginner
Posts: 4
Comments: 4

Is anyone else having trouble getting ATI 2017 to install.  I even connected via chat with a tech and he took control of my computer and could not install it.  He even used the cleanup utility and all that stuff and it still would not install.  Anyone else having this trouble.

0 Users found this helpful
Legend
Posts: 106
Comments: 27553

Leroy, what actual problem are you seeing when you try to install ATIH 2017?

What version of Windows OS are you running?
What security software?
Have you tried downloading the full version installer from your Acronis Account and checking the checksum for the download to ensure it came down OK?

When doing the install, ensure that you do so as Administrator (right-click on the installer for the option).
Temporarily disconnect from the internet and suspend any security software before starting.

Beginner
Posts: 4
Comments: 4

The agent actually took control of my computer and he did everything you suggest except disconnect from the internet.  He saved several logs and etc on my computer and started a download to FTP that took almost 2 hours but when there was about 10 minutes to go I got an error and it disconnected so I don't know how much they got.  He said "THE EXPERTS" would contact me and help me with it.  I just was curious if anyone else had the same problem. This is the first instance that I have had any trouble. I have had versions 2014, 2015, 2016, and now with 2017 having trouble.  I am waiting for the experts to contact me, I am not holding my breath though.  I am using windows 7 home premium on a 64 bit system.  I did everything you suggest except disconnect from the internet, the technician also did all that you suggested except he did not disconnect from the internet.  I guess I will wait and see if the experts contact me.  The thing is all the other versions install with security software running.

Forum Star
Posts: 195
Comments: 4743

Has it been suggested that you try uninstalling old ATI and then running the ATI 2016 CleanUp tool?

Ian

Beginner
Posts: 4
Comments: 4

Well the technician did that when he took control of my machine via the teamviewer and it still wouldn't install.

Forum Hero
Posts: 70
Comments: 8346

Seems like he already did.

Curious if there were left overs after the cleanup though.... I always  check for leftover folders and manually delete if they exist as well.  Here's what I normally do if it gets to this point:

https://forum.acronis.com/forum/125063#comment-386907

Also, see the note from the poster after the comment in that thread.  He mentioned he grabbed the installer right away and it always failed to install.  He went back and redownloaded the full installer and noticed it was different and had no issues installing that one. Leroy, how long ago did you grab your installer - perhaps download it again and see if they match.  Even if they do, try the newer one instead. 

 

Beginner
Posts: 4
Comments: 4

Dear Bobbo_3Cox1

Thanks for your message however after doing everything suggested in the link ATI 2017 still did not install.  First I used the cleanup tool to delete version 2016, then checked to see if any folders were left, and checked the registry as per your link.  I downloaded the latest version of ATI 2017 from my portal, did a checksum to see if it downloaded correctly, then disabled my security software and disconnected from the internet but it still failed to install at the same place it always does.

Forum Hero
Posts: 70
Comments: 8346

Leroy, what is the specific error, can you take a screenshot of it when it happens to post here?  What do the Windows SYSTEM and Windows APPLICATION event logs show after the install has started - any errors there that might provide some more details?

Beginner
Posts: 0
Comments: 1

This is a known bug with ATI2017 according to the tech I worked with over the weekend on the same problem.  I attempted to install it on three different Windows 10 x64 SP1 systems and the application failed to start on all three.  The event viewer showed that the application faulted and terminated:  

Faulting application name: TrueImage.exe, version: 20.0.0.5534, time stamp: 0x57b9aaca
Faulting module name: KERNELBASE.dll, version: 10.0.14393.0, time stamp: 0x57898e34
Exception code: 0xe06d7363
Fault offset: 0x000d96c2
Faulting process id: 0x80f4
Faulting application start time: 0x01d2006dd22f8d1d
Faulting application path: C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: 3efb505a-9c08-420d-b97b-1e4cc4ceb05c
Faulting package full name: 
Faulting package-relative application ID: 

Legend
Posts: 106
Comments: 27553

Please see post: https://forum.acronis.com/forum/124870 where this has also been reported and a support ticket with Acronis Support opened but no resolution posted yet.