181 Copyright © Acronis, Inc., 2000-2010
23 Troubleshooting
23.1 General
The below sections may help you in troubleshooting issues encountered during installation and use
of Acronis True Image Home. 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.
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 Home, 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 Home, 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 Home (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).
23.2 Installation issues
When you cannot install Acronis True Image Home, 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".
