26634: Acronis True Image: Installation Over a Previous Version Fails

Last update: 30-04-2021


  1. An attempt to install or update Acronis True Image (any version) fails with the following error message:
    Installation has failed
    The older version of this product cannot be removed because it seems to be corrupted
  2. See Solution 1.


  1. You are attempting to install an update to Acronis True Image 2012.
  2. The attempt fails with the following error message:
    Error Code: 0x00620002+0x00620002
    Error Message: Installation has failed.
    The following products could not be removed automatically, because they were installed with different Administrator options. Please remove these products manually and then restart the installation. {47A0C382-35D7-4A3A-B9AF-B2D38827A8A7} Acronis True Image Home 2012
    {7EFA9A78-797E-4567-A49C-D9E5F26E9AB4} Acronis Sync Agent
  3. See Solution 2.

Solution 1

There are traces of a previous installation of the product in the system that fail to be updated.

  1. Please uninstall the product using the special cleanup utility. Please see Acronis True Image: Cleanup Utility.
  2. Then reattempt the installation.

Solution 2

Any other error message 

If the installation fails with any other error message or if you are not sure, please do the following:

  1. Collect the installation log as described in Creating an MS Installer Log.
  2. Collect System information as described in Acronis True Image: Collecting System Report
  3. Contact Acronis Support with the collected information.