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. Fill in your first and last name, your email address, your country, 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, fill in your email address and password for your Acronis account and click on the Login button. If you have forgotten your password or email address, click on one of the two links under the Login 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 right 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, log in to your Acronis account and then click on the Product Registration link on the left side of the screen. This 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. Do not press the Enter key to type beyond the edge of the box, but continue typing and the serial number will spill over to the next line. Acronis will know which product you have by the serial number you enter. A better way to do this is to copy your serial number with Ctrl-C and then paste that number in the box with Ctrl-V. This will avoid typing errors. 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 log in to your account. Then click on the Registered Products & Support 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 Download button in the product box 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. You can always download it again from your Acronis account. 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. For True Image 2009, you will have to click on the Alt key to see the Help and About menus on your screen. In the About box, 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 log in to your account. Then click on Registered Products & Support link on the left side of the screen to take you to the list of your registered products. Find the product name you want to check. 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 Download button 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 technical support (email or chat) from Acronis for the first 30 days after purchase their products. After that, there is a small fee for each new incident you request from Acronis technical support. Acronis also provides a wealth of information on their web site that you can dig into that does not involved their technical support team. To request this technical support go to the Acronis web site and log in to your account. Then click on the Contact Support link on the left of the screen. Here you will see all of the support options that you have available to you. To request personal help from their support staff, click on the Start Here button under their Contact Us heading then follow the instructions to select the type of help you need. Complete this sequence of screens and submit it and you should hear back from Acronis in 2-3 days. If you want immediate help, they offer a Chat connection during normal working hours. 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. Remember, a separate license of the Acronis product is required for each PC that you run the bootable CD on. 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