Knowledge Base

Try removing Acronis True Image Backup Archive Explorer to see if this resolves the issue

This article applies to:

• Acronis True Image 11 Home
• Acronis True Image Echo

Introduction

To know when to employ the solution below, please refer to Analyzing Installation Logs of Acronis Products Based on MSI Technology: TIMounter Example.

Solution

If the MSI log indicates that installation fails on TrueImageWinMounter, please delete Acronis True Image Backup Archive Explorer:

1. Right-click on My Computer and select Properties -> Hardware -> Device Manager
2. Delete the Acronis TrueImage Backup Archive Explorer device under Acronis Devices
3. Try to install Acronis True Image again

More information

If the solution does not help, then please do the following:

1. Download TrueImageWinMounter MSI Installer from link below:
   
   • http://download.acronis.com/support/AcronisTIMounter.msi

   After you download it, please go to the Run prompt (Start -> Run) and issue the following command:

   msiexec /i C:\AcronisTIMounter.msi /l*v log-name

   where log-name is the path and the name to the log file you want to save the output to. And C:\AcronisTIMounter.msi is location to where you have downloaded this MSI Installer.

2. After this please get the SetupAPI log:
   

   Download the file below, unpack it and run in order to add the information to the Windows registry:

   • http://download.acronis.com/support/SetupApiLog.zip

   Delete the \Windows\setupapi.log file and reboot the computer;

   Reproduce the installation failure and get the setupapi.log file.

   Please make sure you reproduce the installation failure using the original full version installation file (not this TrueImageWinMounter MSI Installer).

3. Then please get log files from the following folder:
   
   • C:\Program Files\Common Files\Acronis\Drivers

   The necessary log files should be similar in naming to the two files below:

   setupnt.dll_VM_XP_TEST_12-6-2006_17-32-3.txt
   setupapp.exe_VM_XP_TEST_12-6-2006_17-32-3.txt

4. Get Windows System Information File
5. Contact Acronis Customer Central with reference to this article and attach the files you have collected during the previous steps: 
   
   • TrueImageWinMounter MSI Installer log
   • SetupAPI log
   • Two log files from the C:\Program Files\Common Files\Acronis\Drivers directory.
   • Windows System Information File