General Acronis Questions

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We receive many questions from our customers about how to use their products. Often, we get asked the same question over and over again. For those questions that are frequently asked and can be answered in a few sentences, we have set up this section to help you. The following are our frequently asked questions and the answers. Questions: How do I setup an Acronis account? How do I sign on to my Acronis account? How do I register my products with Acronis? How do I download Acronis software products? How do I get the latest build of Acronis products? How do I request support for my Acronis products? How do I burn an Acronis bootable rescue CD? Answers: How do I setup an Acronis account? Many support services from Acronis require that you setup an account on the Acronis web site to request these services. To do this, go to the Acronis web site at www.acronis.com and click on the My Account link in the upper right corner of the screen. This will take you to a page where you can setup your new account in the middle of the page under Register Now. Fill in your first and last name, your email address, and a password you will use to access your Acronis account. You will need to confirm your password and then click on the Continue button to complete the setup of your account. Next, you will need to download your email messages and open the message from Acronis. In this message, you need to click on the confirmation link to verify that the email address is valid. This will take you to the first page of your new account. You can add additional information to your account by clicking on the Personal Profile link on the left side of the screen. This additional information is optional and not required to setup your account. Top How do I sign on to my Acronis account? Signing on to your Acronis account is easy to do. Just go to the Acronis web site at www.acronis.com and click on the My Account link in the upper right corner of the screen. On the right side of the page, under  Already Registered, fill in your email address and password for your Acronis account and click on the Sign In button. If you have forgotten your password or email address, click on one of the two links under the Sign In button and these will be emailed to you. When you are through using your Acronis account, don't forget to log off your account by clicking on the Logout link on the left side of each screen. Top How do I register my products with Acronis? One of the first things you need to do with your Acronis account is to register all of the Acronis products that you use. To do this, sign on to your Acronis account and then click on the Product Registration link which will take you to a page with a box in the middle of the screen. In this box, key in the serial number of your Acronis product exactly as you received it, dashes and all. Acronis will know which product you have by the serial number you enter. When you have entered it exactly, click on the Register button to complete the registration. Top How do I download Acronis software products? To request the download of one of your registered product, go to the Acronis web site and sign in to your account. Then click on the Registered Products link on the left side of the screen. This will take you to a page where you can see all of the products that you have registered with Acronis. Find the product that you want to download and click on the plus (+) sign in the blue bar next to the product name. This will expand the information about that product. Find and click on the Download Installation File link below the product name and this will start to download the installation module for you. Click on Run to download and start to install the product on your computer. Click on Save and provide a location on your hard drive to download and save the installation file on your hard drive. After the download is complete, you will need to find this Saved file with Windows Explorer and double click on the file name to start the install on your computer. By Saving an installation file, you can burn it on a CD to store off your computer if you want to. Top How do I get the latest build of Acronis products? Acronis distributes the software for a new release of their products when the new release is announced. This software is well tested and should be free of software glitches. However, as the software is used on many different computers, new bugs are sometimes found. Acronis does an excellent job of fixing these newly found bugs and putting out a fresh new fix of their software for users to download and use on their computers. These new fixes of Acronis software products are called builds. Each Acronis software build is given a four digit build number to identify it. You can find out what build of an Acronis product you have installed on your computer by running the product and then clicking on the Help and About menu items. You will see the name of the Acronis product and the build number that you have installed. To check what is the most current build of your product, go to the Acronis web site and sign in to your account. Then click on Registered Products link on the left side of the screen to take you to the list of your registered products. Click on the plus (+) sign next to the product name you want to check. This will expand the information about that product. There you will see what the latest build of this product is and when it was released. If this latest build number is greater than the build number of your installed product, you can download and install the latest build to your computer. Simply click on the Get Update link next to the build number and this build will download and install on your computer. Select the Run option to do this. Top How do I request support for my Acronis products? You are entitled to free email technical support from Acronis for the products that you have registered with them. To request this technical support go to the Acronis web site and sign in to your account. Then click on the Registered Products link on the left of the screen. Here you will see what products you have registered with Acronis for support. Click on the plus (+) sign next to the product that you need to report a problem with. This will open up the information for this product. Find and click on the Contact Acronis Support Team link to be taken to a screen where you will define what type of contact you wish. Click on the Report a Problem with My Product link to get to the problem submission screen. Complete this screen and submit it and you should hear back from Acronis in 2-3 days. They are busy and a bit slow, but when they help you, they are very good. Top How do I burn an Acronis bootable rescue CD? Some users have problems creating a bootable rescue CD to be used to boot their computer to Acronis True Image or Acronis Disk Director Suite when their main hard drive is down. I have found that one of the following steps will often solve this problem for you. So, give these a try until you find the one that fixes this problem on your computer. I recommend using a high quality CD-R for this process. CD-RWs bring additional problems to the process. Do not try to burn the bootable CD while you are installing the product. Save this for a later activity. Don't complicate the install process by doing this burning too. When you start to burn a CD, place the blank CD in the open tray, but do NOT close the tray. Click on the Next button on the screen and it will then tell you it could not find a blank CD. At that point, close the tray and quickly click on the next button to try again to find the CD. If you close the tray early, then Windows autorun gets involved and it tries to understand what you want to do with a blank CD. By closing the tray at the last minute, autorun does not have time to get involved. Download and install the latest build of Acronis True Image. Then create the CD from that build. This will give you all of the latest fixes for both the Windows version and the bootable Linux version. It may also fix your burning problems, especially if you have a very old build that you are trying to work with. Go to another question on this page to see how to download the latest build of the software. The bootable CD can be burned on one computer and then used on another computer. It does not need to be used on the computer it was burned on. So, try installing the True Image software on another computer and burning the CD on that one. You may have an easier time burning the CD on the other computer. You can create bootable diskettes instead of a CD. So, create a set of bootable diskettes instead of a bootable CD. That usually always works just fine. As a last result, you can ask Acronis (support@acronis.com) for an ISO copy of the CD. They will point you to an ISO image of the bootable CD and you can burn the CD from that ISO image. It takes special ISO utility to do this, but you can find one of these on the internet to download for free. The ISO burning usually always works. I hope that one of these many options will fix your problem for you. Top