User`s guide

15 Troubleshooting

15.1 General

The below sections may help you in troubleshooting issues encountered during installation and use

of Acronis True Image OEM Quick Backup. Among other information the Troubleshooting chapter

includes links to Acronis Support Knowledge Base (KB) articles intended for helping to solve issues

with Acronis products. If the appropriate Troubleshooting section does not provide a solution to your

issue, you can click any link to go to the KB and then use the Search funstion – just enter the key

words related to your problem. Since the Troubleshooting chapter covers just the most common

issues, maybe the KB has recommendations on solving your specific problem. Furthermore, Acronis

Support team continuously adds new articles to the KB. When you are not able to find the solution to

your problem in the KB or the suggested solution does not help, feel free to contact Acronis

Customer Central (http://www.acronis.com/support/).

Acronis Support personnel may request you to provide the system report. To create the report,

select Generate System Report in the Help menu (if you are able to start the program in Windows),

then save the report and send it to Acronis Customer Central. If the issue prevents booting to

Windows, try booting from Acronis rescue media and create the report in the standalone version of

Acronis True Image OEM Quick Backup, selecting the same item in the Help menu.

You can also start system report generation by simultaneously pressing the Ctrl+F7 keys both in

Windows and the standalone version of Acronis True Image OEM Quick Backup, even when a wizard

is opened, a task is running or an error message is displayed.

Furthermore, now you can add to your rescue media Acronis System Report tool that allows you to

generate the system report after booting from the rescue media when both Windows and Acronis

True Image OEM Quick Backup (full version) cannot start. In this case you will need a USB flash drive

that will be used for saving the report.

Quite often the cause of an issue may be trivial, for example, a loose connection of an external hard

drive. Before trying other solutions described in this chapter, it is advisable to check if the issue is

caused by one of the following:

 loose connections to the external drive;

 poor quality connecting cable;

When using an external USB hard drive, try the following additional suggestions:

 if the drive is connected through a hub, connect it directly to a rear connector of your PC;

 to prevent conflict with other USB devices attached to your PC, try disconnecting all the USB

devices (except the mouse and keyboard).

15.2 Installation issues

When you cannot install Acronis True Image OEM Quick Backup, try the following solutions:

1. If you selected "Install for the current user only" during the installation, try to select "Install for

all users that share this computer" and vice versa.

2. Launch the installation file in the following way: right-click on the file and select "Run as

administrator".

3. Log in to Vista’s built-in administrator account and try to install the program: