I have called the 1 800 number at least twice, Talked with "Live Chat" four times, and recieved several emails through their support. A forum member who does QA gave me 2 new serial numbers to try. One of them did work and installed the BOT ver. 1.1; Totaly useless. The old program tells you to upgrade to version 3. DUH? Also, when I installed with the new serial number, it disabled my registered copy of EMC ver. 9! I don't know what else to do but wait or get a refund. Whatever you do though, I would not suggest buying Acronis True Image 11. You can try it before you buy it but several hundreds if not thousands of people are having major issues on this buggy program. I am one of those users. I've used them in the past with amazing results, but this version sucks! I bought two copies of this program and have had a multitude of email support without any success.