Knowledge Base

Uninstall Acronis True Image, delete the TrueImage subkey from Windows registry, and install Acronis True Image again

This article applies to:

• Acronis True Image 9.0 Home
• Acronis True Image 10.0 Home
• Acronis True Image 11 Home
• Acronis True Image Home 2009
• Acronis True Image 9.1 Workstation
• Acronis True Image 9.1 Server for Windows
• Acronis True Image 9.1 Enterprise Server
• Acronis True Image Echo Workstation
• Acronis True Image Echo Server for Windows
• Acronis True Image Echo Enterprise Server

Symptoms

When trying to run the installed version of Acronis True Image in Windows, it errors out with the following message:

Acronis True Image can not find the proper serial number. You should reinstall the product.

Cause

• Proper permissions could not be applied to the registry during installation of Acronis True Image
• There was no proper serial number written to the HKLM\Software\Acronis\TrueImage registry key

Solution

1. Uninstall Acronis True Image;
2. Open Registry Editor (Start -> Run -> regedit);
3. Delete the following subkey:

Acronis True Image Home

Windows 32 bit:

• HKEY_LOCAL_MACHINE\Software\Acronis\TrueImage

Windows 64 bit:

• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Acronis\TrueImage

Acronis True Image 9.1 Workstation

Windows 32 bit:

• HKEY_LOCAL_MACHINE\Software\Acronis\TrueImageWorkstation

Windows 64 bit:

• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Acronis\TrueImageWorkstation

Acronis True Image 9.1 Server for Windows

Windows 32 bit:

• HKEY_LOCAL_MACHINE\Software\Acronis\TrueImageServer

Windows 64 bit:

• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Acronis\TrueImageServer

Acronis True Image 9.1 Enterprise Server

Windows 32 bit:

• HKEY_LOCAL_MACHINE\Software\Acronis\TrueImageEnterpriseServer 

Windows 64 bit:

• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Acronis\TrueImageEnterpriseServer

Acronis True Image Echo Workstation

Windows 32 bit:

• HKEY_LOCAL_MACHINE\Software\Acronis\TrueImageEchoWorkstation 

Windows 64 bit:

• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Acronis\TrueImageEchoWorkstation

Acronis True Image Echo Server for Windows

Windows 32 bit:

• HKEY_LOCAL_MACHINE\Software\Acronis\TrueImageEchoServer

Windows 64 bit:

• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Acronis\TrueImageEchoServer

Acronis True Image Echo Enterprise Server

Windows 32 bit:

• HKEY_LOCAL_MACHINE\Software\Acronis\TrueImageEchoEnterpriseServer

Windows 64 bit:

• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Acronis\TrueImageEchoEnterpriseServer

4. Install Acronis True Image again. Make sure you install the full version from your account instead of a trial version. Only versions with Acronis License Server do not use different installation files.

More information

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

1. Export the following subkey:

   Windows 32 bit:

   • HKEY_LOCAL_MACHINE\SOFTWARE\Acronis

   Windows 64 bit:

   • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis

2. Get Windows System Information File 

3. Contact Acronis Customer Central with reference to this article and the collected information.

See also Acronis Product Stops Working 30 Days after Entering Full Serial Number.