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Problem unistalling Acronis Universal restore 9.5.8018

Beginner
Posts: 1
Comments: 3

Sirs,

I've purchased the update of my acronis backups, switching from the version 9x to 10x

I've do it on 2 servers succesfully, but with the third I've a big problem. Before to install the new version, the system ask me to uninstall the old one, and I've do it.

But the Universal restore Version 9.5.8018 is still there, i try to uninstal and I've a message saying:

"Fatal Error during installation"

I've tried to delete it manually, cleaning the registers. The problem is still there.

I've tried to RE-install the whole software, in order to uninstall again later, but i cannot!

Could you please help me, i simply want to update the version...

Maybe an uninstaller exist? Somebody could provide me?

Beginner
Posts: 1
Comments: 3

Sorry, some spec.

The system is on a Windows server 2003 32 bit machine

Forum Star
Posts: 88
Comments: 4769

Hello Cristian,

Thank you for posting and welcome to the forum. I will definitely help you.

Please check this post about a similar issue. You can use our True Image Echo clean up utility.

If you have additional questions, please let me know

Thank you.

Beginner
Posts: 1
Comments: 3

Hi Anton,

Thank you very much for your answer and for your assistance on this issue.

unfortunately this tool have not fixed the issue.

Whe i run the tool I've few respond as "NOT FOUND" i think because this componenent was correctly unistalled, then I've two reply "OK" for action "restarting Explorer.exe" and disabling backup archive explorer" and finally I've a FAILED for "Removing SnapAPI".

I repeat, the only component that is source of problems is "universal restore 9.5.8018"

I still need help, thak you in advance for assisting me.

Cris

Forum Star
Posts: 88
Comments: 4769

Hello Cristian,

Thank you for your reply.

I am sorry for the inconvenience, in this case we will need to uninstall the program manually. Please use the following instructions:

1. Remove Acronis Secure Zone if you have it.

2. Remove Acronis True Image Backup Archive Explorer.

3. Remove Acronis SnapAPI drivers.

4. Run regedit and delete the following registry keys:
HKEY_LOCAL_MACHINE\SOFTWARE\Acronis
HKEY_CURRENT_USER\Software\Acronis

5. Delete \Program Files\Acronis folder
Delete \Program Files\Common Files\Acronis folder
Delete \Documents and Settings\All Users\Application Data\Acronis folder
Delete \WINDOWS\system32\autoprnt.exe if it exists
Delete shortcuts from Desktop and Start menu

6. Reboot the machine.

If you are still having issues, please let me know.

Thank you,

Beginner
Posts: 1
Comments: 3

Hello!

First of all sorry for very late reply.

Your step by step procedure has succesfully fixed the problem and I really thank you for your smart and professional support!

Acronis rules! :-D

Beginner
Posts: 0
Comments: 3

Hello,

I have a similar problem.

I used True Image Server Echo on my Windows 2003 Standard Server 32bit (German Language) and want to switch to ABR 11.5.

I tried to uninstall Universal Restore and True Image Echo in Control Panel. That seemed to be successfull but after the Reboot the System hang with a BSOD (Inaccessible Boot Device). I cleaned the Registry from the snapman entries an the Server bootet normaly.

Then I ran the cleanup-Tool and it removed some entries. Then a reboot was done.

I tried to install the new ABR 11.5 but the installer says (German Edition too) "Fehler während der Installation. Code: 013 Zeilenkennung 0x6e1fbba0feb10f42. Subfehler Code: 01111 Zeilenkennung 0x82848b4a152cc83e".

I tried then to unpack the Installation files an install step by step. But here still comes the message "Produkte sind nicht kompatibel. Zuerst deinstallieren: Universal Restore True Image Echo Server 9.5.8115 und True Image Echo Server 9.5.8163".

I then searched in the forum and found this post. I followed the steps above but no positive result. There are still entries in Control Panel - Software. But I cant uninstall there. I found two entries in Control Panel - Services "Acronis Disk Management Service and Acronis VSS Provider".

Please tell me how to clean up the old insallation so that I can install ABR 11.5.

Thank you!

Forum Star
Posts: 0
Comments: 1376

Are there Acronis entries in HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall ?
The first error occurs if some cached .msi file is missing from c:\windows\installer folder not necessary Acronis ones.

Beginner
Posts: 0
Comments: 3

Hello!

No "Acronis"-entries in HKEY_LOCAL_MACHINE\...

No folder "c:\Windows\installer"

Forum Star
Posts: 0
Comments: 1376

Acronis-related entries under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall have a name consisting of a GUID, like {31E8F586-4EF7-4500-844D-BA8756474FF1} c:\Windows\installer is a hidden folder.
Anyway, I don't know how to make the installer stop recognizing old Echo version as installed. If there are no relevant entries under CurrentVersion\Uninstall you would llike to contact support..

Beginner
Posts: 0
Comments: 3

Ok, I found entries in form of a GUID. One for "True Image Echo" und one for "Universal Restore".
Should I delete these two entries?

But there is no folder c:\windows\installer. Is the name in a German Windows Server 2003 different?

Forum Star
Posts: 0
Comments: 1376

As you actually removed them using cleanup utility, I'd remove these guid entries too.