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Connot contact Support

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Beginner
Posts: 1
Comments: 2

G'day. I am having trouble with Acronis2012 and therefore I cannot install the Plus Pack or Acronis2013 ujpgrade. I have paid the $9.95 for the Pay Per Incident and have been attempting to contact Support for a couple of weeks. All the information required has been entered and checked, however when I attempt to get to the Support screen it stayes there, blank. Is there some trick I am missing out on? Thank you

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Forum Hero
Posts: 613
Comments: 8747

Possum,

Are you logging in to your account first and then trying to contact support?

What browser are you using, perhaps a cache flush will help.

Are you going via th eAustralian site or the US one?

What is the problem you are having with 2012, does the uninstaller report itself as damaged?

(As you are aware it is almost lunchtime, so I may not reply again for an hour or so).

Beginner
Posts: 1
Comments: 2

Colin, Thank you for the reply. I log into my account before attempting to contact Support. I am using Firefox V17 and I have flushed the cache on several occasions during the past week or so prior to attempting to install. I am going through the American site as this was where I purchased the programmes. The programmes have been completely removed from my system. In order to ensure removal I have searched the Registry. I have included a graphic of the error message for your information.

Forum Hero
Posts: 613
Comments: 8747

Erm graphic is missing :)

It is best to use the Acronis registry cleaner rather than deleting entries manually, but if you've not received any BSOD's you possibly won't have any problems.

Beginner
Posts: 1
Comments: 2

Colin, I was going to try for the last time to install the programme. Apparently there was an upgrade to Acronis2012 which, when installed, did so with no problems. I was then able to install the Plus Pack and Acronis2013. However there was obviously something left on the system after the previous installations as I received an error message indicating that there were files from an 'older' version, which required a re-boot. But everything seems to be working correctly. Thank you for your assistance, Dave

Forum Star
Posts: 88
Comments: 4769

Hello Possum47 and Colin,

Thank you for your posts and your help.

Possum47, could you please provide me with a screenshot of the window when you are trying to contact our Support team as well as try a different browser. This will help us localize the issue.

I would also appreciate if you could take a look at this short guide which lists our support options for Acronis True Image Home software.

Please let me know if you have additional questions.

Thank you.