Knowledge Base

If there is an issue with correct installation of Acronis software, then it can be useful to send an installation log along with the request for support

Introduction

If there is an issue with installation of Acronis software, it may be useful to create an installation log and send it along with your request for support. Acronis Backup & Recovery 10 creates the log automatically. With all the other Acronis software you will have to do it manually.

See:

• Creating MSI log with Acronis Backup & Recovery
• Acronis True Image Home 2012: Creating an MS Installer Log
• Acronis True Image Home 2011: Creating an MS Installer Log
• Acronis True Image Home 2010: Creating an MS Installer Log
• Acronis Backup and Security 2010: Creating an MS Installer Log
• Creating MSI log with other Acronis software

Solution

Creating MSI log with Acronis Backup & Recovery

If installation of any of Acronis Backup & Recovery components fails in Windows, it will automatically offer you to view the MSI log:

It is recommended to save the log (File -> Save as...), so that you can send it to Acronis Customer Central with a support request.

Creating MSI log with other Acronis software

1. Launch the product installation file

2. Once the Acronis product installation screen appears, right-click on the name of the component that fails to install. You should see two options there: Install and Extract. Select Extract

3. Select the path for extracting the component and click Save

4. Go to the Run prompt (Start -> Run);

5. Issue the following command:

msiexec /i msi-filepath /l*v log-filepath

where msi-filepath is the full path (including the file name) to the file you extracted in steps 2-3 and log-filepath is the full path (also including the file name) to the log file you want to save the output to

(!) The /i and /l*v parameters are separated with spaces from msiexec and msi-filepath

For example, msiexec /i D:\AcronisFolder\AcronisTrueImage.msi /l*v c:\log-name.log

(!) If there are spaces in the path, please put the path in quotation marks. E.g, msiexec /i "C:\Documents and Settings\User\Desktop\AcronisTrueImage.msi" /l*v c:\log-name.log

6. Reproduce the problem and send us the log file created during the installation.

More information

In most cases it is recommended that you also send a Windows System Information File along with the installation log.

See also:

• Creating an MSI Log of Acronis Software (step-by-step instructions with screenshots)
• Analyzing Installation Logs of Acronis Products Based on MSI Technology
• Uploading Files to Acronis FTP Server