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True Image WD Edition - installation problem

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Beginner
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Hi,

I have purchase a WD harddisk with a free True Image WD Edition software.

Am trying to install it into my Sony notebook with Window Vista 32 bit. When I try to install the True Image WD Edition. It can not detect the WD harddisk and failed to install. (WD harddisk already formatted and can read by my computer as a USB disk drive) Can you help/experince on how can I install the True Image WD Edition software to my notebook computer. How can the software detect the WD harddisk?
My harddisk is 2.5" Scorpio Blue 500G harddisk

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Forum Hero
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Jimmy,

You might need to contact WD support as they have added extras into their TIH edition and taken others out - one being of course that to run it you must have a WD drive attached. I'm wondering if it expects the WD drive to be internal - just thinking aloud here.

I take it the WD drive does report itself as a Western Digital drive?

Beginner
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Comments: 3

Thanks. I tried to call the Customer Services by phone to WD, they told me to ask Acronis. Right now, I post on both the Acronis & WD Forum to see if anyone can help.
I also saw from some forum that the internal need to be WD. However, it does not make sense. Otherwise, since I need to clone to a new harddrive with larger capacity.

Forum Hero
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Jimmy,

Which is the larger hard drive, the internal or external one?

If you want to clone, you'd need to install the new drive in the laptop and the old drive in the external case and then use the recovery CD to boot and run the clone.

Beginner
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External is the larger. 500G. Internal is 120G only

How can I get/create recovery CD if I can not install the program?

Forum Hero
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Jimmy Leung wrote:

How can I get/create recovery CD if I can not install the program?

Damn good question, I've had a thought, other than seeing if Acronis can provide you with a CD.

1. Download the trial version of 2012 and install it.

2. Make a recovery CD from this. Note it won't clone, but that won't be a problem.

The tricky part!

3a. Make a complete disk image of your current system to a spare drive or partition

or

3b. Partition your new drive into two with one partition about 100GB, store the image of your current drive on this temporary partition.

4a. If using a spare drive you can either restore the complete disk image to the new drive (assuming two USB ports) in Windows or use the recovery CD.

4b. Using the recovery CD, restore the image from your temporary partition to the main 400GB partition.

Once you've done that swap the drives over and then you'll be able to uninstall 2012 trial and install the WD edition.

There is then the minor matter of extending the main partition into the 100GB partition, assuming you'd prefer to have just one C:\ partition.

At this moment I can't think of any other options.

Beginner
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Seems like it is a complex process for me.

Forum Hero
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Jimmy Leung wrote:

Seems like it is a complex process for me.

Well your choices are -

1. Contact Acronis support and see if they will let you have access to an ISO of the recovery CD.

2. Contact WD and ask them if they can provide you with the above. Double check with them to see if it should work with an external WD drive.

3. Accept that you need to have an internal WD drive to run the WD edition and use the work around I listed above.

4. See if Acronis will let you purchase ATIH 2012 at an upgrade price.

5. Purchase TIH 2012, the last two will solve the problem as they are not tied to WD drives.

Beginner
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I did try to install true image WD edition , also. I am running windows XP , SP3. I have a western digital external hard drive. (WD elements ). True Image only installed Media Builder Bootable.
I only wanted a backup application.
When I tried to uninstall Acronis in the add remove panel I can see no Acronis application.
In short : Most of the app fails to install , despite the fact I have a WD external disk.
The part that did install does fail to uninstall.
Needles to say I am not happy with Acronis.

Forum Hero
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Peter,

I don't know what WD may have altered on their version of TIH 2009 apart from of course the lock to WD products. When you installed did you have the WD drive attached and running, this might make a difference on how and what the installer installs.

You could try a repair install.

Did you check under 'W' in add/remove programs, it won't be under Acronis.

Have you contacted WD about the problem as they provide the major support for this version?

Beginner
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Comments: 1

I have two WD drives internals both. While Acronis WD is installing, presto! The system turns off and reboots. Right in the middle of installation. I deleted Acronis WD and downloaded it again about four times with identical results. I am running XP Pro service pak 3,

WD support tells me to contact Acronis support. But Acronis wants a password or a serial number in order to get
chat, or call them catch 22??

Any thoughts greatly appreciated,
Ron

Forum Hero
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Ron,

As far as I'm aware WD are supposed to offer support for their version of TIH (which is based on TIH 2009 incidentally).

Would you give a bit more information about your system, is it a brand name machine such as Dell or similar?

What firewall and AV software are you running?

Do you get an error message either from Windows or Acronis WD before or after the reboot?

Do you have auto reboot on error enabled in Windows? If you do, disabling it so that you get a dump to analyse might be useful.

Try disabling the AV and firewall whilst installing, see if that helps. Is this PC administered by a company IT department who might have put group policies in place as far as installing programs is concerned?

Right clicking on the installer file and selecting Run as Administrator could solve the problem.

One other thing to try, is right click on the installer GUI and see if you are offered the option to 'extract' the MSI installer, WD might have disabled this option, but if they haven't, extract the installer file, and install directly from this file. If that still doesn't work, logging can be enabled which would hopefully point to where the install is failing.

If none of that works an Acronis moderator might have some suggestions.

Forum Star
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Hello Ron,

Thank you for your feedback and I am really sorry to hear about this issue.

We offer support for OEM end users through our Forum and KB. If you need to contact our Support team, please purchase a PPI number.

I would really like to help you, is it possible for you to send me a private message with an e-mail from WD where they denied you support and sent you to us? According to our policy, they should provide you with support.

Let me know if you have additional questions please.

Thank you.

Beginner
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Comments: 6

Ron Wagner wrote:

I have two WD drives internals both. While Acronis WD is installing, presto! The system turns off and reboots. Right in the middle of installation. I deleted Acronis WD and downloaded it again about four times with identical results. I am running XP Pro service pak 3,

WD support tells me to contact Acronis support. But Acronis wants a password or a serial number in order to get
chat, or call them catch 22??

Any thoughts greatly appreciated,
Ron

I have edited my original reply here to remove it since it refers to a different post in this thread than I had intended.

Beginner
Posts: 1
Comments: 6

Hi,

I am also experiencing this same problem.

Windows XP Professional on a Lenovo T410.
Contacted Western Digital, was referred to Tier Level 2 support.

Tier level 2, essentially stated I should contact Acronis, as the coding to prohibit installation of Acronis unless a WD Drive is present was done by Acronis.

Here's the real kicker......My Lenovo HAS a WD drive!

It is actually a WD3200BEKT and still the latest release of Acronis WD offers, (tih_s_e_14157.exe) fails with: To install this product, at least one Western Digital drive should be installed in your system. You can purchase an upgrade to Acronis True Image Home Edition by visiting http://www.acronis.com/buy/atih2011

See attached for the Screen Shot of the error message while I also display the Hard Drive from the Control Panel.

Thanks!

Attachment Size
101880-101422.doc 173.5 KB
Forum Hero
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Hi Pete,

Did you tell WD that your drive really is a WD3200BEKT? I get the feeling that sometimes WD finds it 'all too difficult' to support their utilties.

Just so that I've got this straight - you have WD Disk Wizard installed and it works, trying to install an upgrade version of TIH 2011 over the top fails, is that correct?

You do still have the WD version installed yes?

Beginner
Posts: 1
Comments: 6

Hi Colin,

Yes, I provided WD all the information, and the WD Call Reference was: 062512-5606169, (providing because I see that Acronis people asked earlier about it from Jimmy).

Now, reset of your comments:
>you have WD Disk Wizard installed and it works,
-- No...I have no WD Disk Wizard installed.

>trying to install an upgrade version of TIH 2011 over the top fails, is that correct?
--No. I cannot install the free Acronis edition off of the WD site, they provide an excutable: tih_s_e_14157.exe

Thanks Colin

Beginner
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Comments: 6

Apologies....I probably shouldn't have hung off this post.

I'll start a new post.

Beginner
Posts: 1
Comments: 6

Posted here:

32908: True Image WD Edition - installation problem with a WD Drive?

http://forum.acronis.com/forum/32908

Thanks

Beginner
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Comments: 2

So, for the record, I fought with the same issue for 12 hours over 2 days before I stumbled on the solution to my problem.

In my case it turns out that not all USB to SATA adapters return the necessary information.  I was using a new one-piece Apricon (4.0?) USB to SATA adapter and no matter what I would do I would get that error.

I happened to try the old Apricon (2.0) externally powered USB to SATA / PATA adapter and I had no problems seeing that it was a WD drive and getting the software installed.

 

Forum Moderator
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Comments: 4065

Richard, thank you for taking the time to share your solution with the Community!