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Where is Email Support?

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Beginner
Posts: 1
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I purchased Acronis TI 2010 yesterday in response to an email offer that promised "Free Email Support" and a "30 day money back guarantee'. I am having numerous troubles with this software and all references to "Support" lead me here. Have I been misled with the "Free Email Support" and if so then how to I excercise my 30 day money back guarantee?

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Beginner
Posts: 2
Comments: 22

Good Luck! Acronis support ****!

Forum Star
Posts: 17
Comments: 2991

Hello Carl,

Please accept our apologies for the inconvenience. The support options were unavailable due to a glitch of our system. I have corrected the records, you can submit a request via web form or contact our Live chat service free of charge during a full month starting from today.

Your support program will expire in 12/18/2009.

Thank you.

Beginner
Posts: 2
Comments: 2

Oleg,
When I upgraded from ATI 2009 to ATI 2010 today I got: "Error Msg on Boot: TimounterMonitor.Exe - Entry Point Not Found. The procedure entry point ?move@FXRectangle@@QAEAAV1@FF@Z could not be located in the dynamic link library fox.dll."

After trying Acronis's suggested 'fixes' on this Forum for this problem (none of which worked), I completely uninstalled all Acronis products, etc. on my system (XP Pro, SP3) via the Windows Uninstaller and the Acronis Cleanup Tool. I think I finally got it installed correctly. The Acronis Cleanup Tool may be helpful but it sure isn't thorough - I found 536 Acronis entries in the Registry!
That's not too cool.

According to the information on your website I get 30 days Email and Chat support (I purchased ATI 2010 within the last two weeks). I can't find an Email address or a link to Chat! I've been an Acronis customer for years but this is really frustrating.
Please help. My phone number is 909-596-4243. Thank you.

Beginner
Posts: 0
Comments: 1

I purchased Acronis True Image Home 2010 (English) on 11/21/09. I have backed up (I think) to my external drive but am unsure of what and if I did it correctly.
I have a Lenovo Think Pad with Windows XP Professional 250 gig HD and a Simple Drive external 250 gig drive.
Could you help me set the program up correctly to back up from my C: to my F: drive? I am also unsure what is meant by "Partitions". Currently, there is folder in my F:/ called My Backups. In it are Acronis files. 1st, can I delete the older files? and how can I be sure Acronis has backed up everything Including my operating system?
Thanks in advance for your help and how can I find your answeres? Will they be emailed to me?

Richard

Forum Star
Posts: 3
Comments: 1027

Richard Grossi wrote:
I purchased Acronis True Image Home 2010 (English) on 11/21/09. I have backed up (I think) to my external drive but am unsure of what and if I did it correctly.
I have a Lenovo Think Pad with Windows XP Professional 250 gig HD and a Simple Drive external 250 gig drive.
Could you help me set the program up correctly to back up from my C: to my F: drive? I am also unsure what is meant by "Partitions". Currently, there is folder in my F:/ called My Backups. In it are Acronis files. 1st, can I delete the older files? and how can I be sure Acronis has backed up everything Including my operating system?
Thanks in advance for your help and how can I find your answeres? Will they be emailed to me?

Richard

You would probably be best served by reading the Sticky at the top by GroverH.

Forum Star
Posts: 17
Comments: 2991

Hello all,

Thank you for posting your question, I will be happy to help. Please accept our apologies for the delay with the response.

Jerome,

The issue is well-known and it is under investigation. The issue is only with installing Acronis True Image Home 2010 over an older version of the product. To resolve it you should do the following:

- Uninstall Acronis True Image Home 2010 through Add/Remove Programs

- Reboot the computer.

- Do a clean installation of Acronis True Image Home 2010.

The Acronis Cleanup Tool doesn't support Acronis True Image Home 2010, that's why there were a lot traces. Our developers are working to create a tool for this version. 

To get the access to Live chat service or e-mail support one should go to this page, under Contact us click on the Start here button, select Have questions. From the pop up select Technical issue with product. Select FULL Version selection \Select product from drop down box.  Choose Live chat or Submit a request via web form
Because of the delayed response I will expand the support program for a month for you. You were unable to get the access to Live chat or e-mail because you haven't registered the license. 
Richard,
If you still need a further assistance, please contact our Live chat service, our operators will help you. I will expand  the support program for you.

Please let us know the results, we should be sure that the program runs flawless for you. If the provided information is not clear or if you have any other question do not hesitate to post them and we will be glad to answer.

Thank you.

Beginner
Posts: 0
Comments: 1

I purchased True Image 2014 Premium Upgrade today 12/31/2013. befor I downloaded 2014 I uninstalled 2013. I have downloaded 2014 and find that it is asking me for the serial # for 2013, but I don't have it, can you help me. Charles McCoy

Legend
Posts: 172
Comments: 11125

Charles,
Hopefully, you registered your 2013 purchase at time of purchase or installation of 2013. If yes, your 2013 serial is available from your own personal Acronis web account.

Click link 9 below.

Also, don't forget to register the 2014 serial number as well. Use the copy and paste method from your purchase email.

Beginner
Posts: 1
Comments: 2

I have created an image file with Revive 2019 of a crashed 2TB HDD.  Now I want to write this image to a new HDD of 2TB.
In your help file you state "Right-click any object on the Step1. Select disk panel and select Open Image File on the shortcut menu".  That is not so because the selection only give "Create Image" or "Refresh".
My question is how do I open the image or write it to my disk?

 

Forum Moderator
Posts: 209
Comments: 6674

Steve Dreyer wrote:

I have created an image file with Revive 2019 of a crashed 2TB HDD.  Now I want to write this image to a new HDD of 2TB.
In your help file you state "Right-click any object on the Step1. Select disk panel and select Open Image File on the shortcut menu".  That is not so because the selection only give "Create Image" or "Refresh".
My question is how do I open the image or write it to my disk?

Hello Steve ,

Acronis Revive 2019 cannot create backups of the data, this product can only scan the damaged disk and try to find any files on it. Please refer to https://kb.acronis.com/content/59897 for more details.

To create a full drive backup and recover it to a new device, please follow 

69477: Acronis Cyber Protect Home Office: how to back up files or disks 

Recovering partitions and disks

You can use a free trial version of Acronis Cyber Protect Home Office for this migration.