Knowledge Base

If you are providing the correct password and Acronis True Image errors out with "The password does not match", please reinstall the product to resolve the issue

This article applies to:

• Acronis True Image 11 Home
• Acronis True Image Home 2009
• Acronis True Image Echo Server for Windows
• Acronis True Image Echo Workstation
• Acronis True Image Echo Enterprise Server
• Acronis True Image for Microsoft Windows Small Business Server

  (!) The issue does not occur with the current versions of Acronis software.

Symptoms

1. Using Acronis True Image you have created a password-protected backup archive;
2. In Windows you put in the correct password when trying to mount, explore or restore the backup archive;
3. Acronis True Image errors out with a message similar to the following one:
   

   

Cause

Certain DLL components did not install properly.

Solution

1. Uninstall Acronis True Image and all its components through Add or Remove Programs (Start -> Control Panel);
2. Remove the /Program Files/Common Files/Acronis folder;
3. Open Windows Registry Editor (Start -> Run -> regedit) and remove the following subkey:
   
   • Windows 32 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Acronis
   • Windows 64 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis

   (!) The subkey is Acronis. Do not attempt to remove the whole registry key.

4. Reboot the machine;
5. Reinstall Acronis True Image.

More information

Since the issue is Windows specific, as a workaround you may restore the backup archive from Acronis Bootable Media. See Standalone Version of Acronis Software.

(!) The issue does not occur with the current versions of Acronis software.