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

Symptoms

  1. An attempt to install or update Acronis True Image 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.

OR

  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

You have components of Acronis True Image Home 2012 installed with different Administrator options:

  • Acronis True Image for the current user;
  • Acronis Sync Update for all users.

Acronis True Image is the product you have installed initially.

Acronis Sync Update is a component that was released as an update to the synchronization feature of the product.

The update of Acronis True Image that you are trying to install does not support updating components installed with different Administrator options. As a result, the installation fails.

To solve the issue, uninstall Acronis Sync Update (also called Acronis Sync Agent in the GUI) and then run the complete product update:

  1. Uninstall Acronis Sync Update:
    • For Windows 7 and Windows Vista:

      Go to Start -> Control panel -> Programs and Features

      Select Acronis Sync Agent and click Uninstall:

    • For Windows XP:

      Go to Start -> Control panel -> Add or Remove Programs

      Select Acronis Sync Agent and click Remove.

  2. Now you can run the complete product update:

    Run Acronis True Image Home 2012 and click the top right question mark and then Check for updates:

Any other error message (or if not sure)

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 Windows System information as described in Generating System Report.
  3. Contact Acronis Customer Central with the collected information.

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