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1647: Analyzing Installation Logs of Acronis Products Based on MSI Technology

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Created - Dec 28, 2009; Updated - May 27, 2011
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This article provides information on how to find, identify and resolve typical errors in MSI logs of Acronis software

Introduction

For information on how to create an MSI log please see Creating an MS Installer Log of Acronis Software.

An error that can be found in an MSI log of an Acronis product is usually the result of a standard or custom action of the installation process. When it is necessary to find such an error in the MSI log, you should open it with a text editor (e.g. notepad) and search for the following phrase:

  • Return value 3 (for English logs)
  • Rückgabewert 3 (for German logs)
  • Возвращенное значение 3 or Код возврата 3 (for Russian logs)
  • Valeur renvoyée: 3 (for French logs)
  • Valor devuelto: 3 (for Spanish logs)
  • Valore restituito 3 (for Italian logs)
  • Vrácená hodnota: 3 (for Czech logs)
  • Retourwaarde 3 (for Dutch logs)
  • 戻り値 3 (for Japanese logs)
  • 傳回值 3 (for Chinese logs)

Once this phrase is found, you should look at the lines, which immediately precede it. These lines have information on what module of the Acronis product fails to be installed and why.

If Return value 3 cannot be found, then you may try searching for the first instance of the following phrase:

  • Rollback:

Once again, you should then check the lines that precede it.

See also: No Return value 3 or Rollback in the MSI log.

See also: Acronis Backup & Recovery 10: An Attempt to Update Acronis Agent for Windows from MSI File Errors Out with "Another version of this product is already installed".

Solution

TIMounter Example

If the log file shows TrueImageWinMounter (Timounter) in the lines preceding "Return value 3", then it means that the Timounter installation fails. Timounter is a module of Acronis True Image that allows mounting backup archives as partitions in Windows. Please see Installation of TrueImageWinMounter Fails for instructions on how to proceed in this situation.

TIMounter Example 2

When installing the Acronis Backup & Recovery 10 Agent or Acronis Backup & Recovery 10 Management Console you get a rollback with the following log:

MSI Log Cut

...
1: MSIGEN:TimounterDriverCustomAction: Installing...
1: MSIGEN:TimounterDriverCustomAction: Processing operation 'TimounterInstallOperation'...
1: MSIGEN:TimounterInstallOperation: refreshing information about timounter in service control manager
1: MSIGEN:TimounterInstallOperation: RefreshTimounterInfoInScm return error 0
1: MSIGEN:TimounterInstallOperation: Execution started.
1: MSIGEN:TimounterInstallOperation: DeviceDriversInstallOperation::Proceed return error 1072
1: MSIGEN:TimounterDriverCustomAction: Proceed of operation 'TimounterInstallOperation' failed with error 1603
Action ended 11:37:57: InstallFinalize. Return value 3.
...

The reason for this rollback can vary. In most cases, this is caused because the old True Image Mounter Driver cannot be unloaded from the memory. This can be fixed by performing a reboot.

In case a reboot does not resolve the issue, you need to:

If the issue still occurs after the reboot, then you need to remove possible (old) traces of the driver as described in Acronis Backup & Recovery 10 Agent for Windows Installation Fails with "timntr_2k.sys/timntr_64.sys is missing".

TIMounter Example 3

When installing an Acronis product you get a rollback with the following log:

MSI Log Cut

...
1: MSIGEN:TimounterDriverCustomAction: Installing...
1: MSIGEN:TimounterDriverCustomAction: Processing operation 'TimounterInstallOperation'...
1: MSIGEN:TimounterInstallOperation: refreshing information about timounter in service control manager
1: MSIGEN:TimounterInstallOperation: RefreshTimounterInfoInScm return error 1060
1: MSIGEN:TimounterInstallOperation: Execution started.
1: MSIGEN:TimounterInstallOperation: DeviceDriversInstallOperation::Proceed return error 6
1: MSIGEN:TimounterDriverCustomAction: Proceed of operation 'TimounterInstallOperation' failed with error 1603
Action ended 21:54:02: InstallFinalize. Return value 3.
...

This rollback is usually caused by the product's attempt to install Timounter on a machine with a blank or empty Device Manager. Please check your Device Manager by doing the following:

  • Hit Start-Run, and type in devmgmt.msc

If the Device Manager window is blank or empty, please contact Microsoft support.

If the Device Manager shows devices and is functional, please contact Acronis Customer Central with a reference to this article.

COM+ Examples

Analyzing MSI log is generally done based on the error code(s) and latest operation information that can be found in the log file. Please take a look at the two examples below:

MSI Log Cut 1

...
[CUSTOMACTION]: Args passed: -register;Acronis VSS Provider;C:\WINDOWS\system32\snapapivss.dll;VSS Provider
[CUSTOMACTION]: Parameters parsed:
[CUSTOMACTION]: -register
[CUSTOMACTION]: Acronis VSS Provider
[CUSTOMACTION]: C:\WINDOWS\system32\snapapivss.dll
[CUSTOMACTION]: VSS Provider
[CUSTOMACTION]: Registering mode detected..
[CUSTOMACTION]: Detecting MS Cluster...
[CUSTOMACTION]: - Cluster connection attempted. Exit code: -2147023143 [0x800706D9]
[CUSTOMACTION]: - This is not a cluster node
[CUSTOMACTION]: - Proceeding with normal installation...
[CUSTOMACTION]:
ERROR:
[CUSTOMACTION]: - Error code: -2147023838 [0x80070422]
[CUSTOMACTION]: - Exit code: 202
[CUSTOMACTION]: - Description:
[CUSTOMACTION]: - Source:
[CUSTOMACTION]: - Help file:
[CUSTOMACTION]: - Help context: 0
[CUSTOMACTION]: - COM+ Errors detected: (0)
Action ended 8:51:39: InstallFinalize. Return value 3.
...

View full log for COM+ Example 1

Here you can see two error codes:

  • 0x800706D9 - There are no more endpoints available from the endpoint mapper.
  • 0x80070422 - The service cannot be started, either because it is disabled or because it has no enabled devices associated with it.

The most probable reason of these errors appearing on Acronis VSS Provider installation is that COM+ System Application service is disabled.

MSI Log Cut 2

...
[CUSTOMACTION]: Args passed: -register;Acronis VSS Provider;C:\WINDOWS\system32\snapapivss.dll;VSS Provider
[CUSTOMACTION]: Parameters parsed:
[CUSTOMACTION]: -register
[CUSTOMACTION]: Acronis VSS Provider
[CUSTOMACTION]: C:\WINDOWS\system32\snapapivss.dll
[CUSTOMACTION]: VSS Provider
[CUSTOMACTION]: Registering mode detected..
[CUSTOMACTION]: Detecting MS Cluster...
[CUSTOMACTION]: - Cluster connection attempted. Exit code: -2147023143 [0x800706D9]
[CUSTOMACTION]: - This is not a cluster node
[CUSTOMACTION]: - Proceeding with normal installation...
[CUSTOMACTION]:
ERROR:
[CUSTOMACTION]: - Error code: -2147164145 [0x8004E00F]
[CUSTOMACTION]: - Exit code: 202
[CUSTOMACTION]: - Description:
[CUSTOMACTION]: - Source:
[CUSTOMACTION]: - Help file:
[CUSTOMACTION]: - Help context: 0
[CUSTOMACTION]: - COM+ Errors detected: (0)
Action ended 9:16:52: InstallFinalize. Return value 3.
...

View full log for COM+ Example 2

Here the following errors are detected:

  • 0x800706D9 - There are no more endpoints available from the endpoint mapper.
  • 0x8004E00F - COM+ was unable to talk to the Microsoft Distributed Transaction Coordinator.

These errors indicate that Distributed Transaction Coordinator service is disabled.

MSI Log Cut 3

...
1: MSIGEN:MsiVSSInstall: Path to snapapivss.dll: C:\Program Files\Common Files\Acronis\SnapAPI\snapapivss.dll
MSI (s) (C8!E8) [11:39:47:359]: Closing MSIHANDLE (18500) of type 790531 for thread 3048
MSI (s) (C8!E8) [11:39:47:796]: Creating MSIHANDLE (18501) of type 790531 for thread 3048
1: MSIGEN:MsiVSSInstall: Short path to snapapivss.dll: C:\PROGRA~1\COMMON~1\Acronis\SnapAPI\SNAPAP~1.DLL
MSI (s) (C8!E8) [11:39:47:796]: Closing MSIHANDLE (18501) of type 790531 for thread 3048
MSI (s) (C8:20) [11:39:47:796]: Closing MSIHANDLE (18496) of type 790536 for thread 2720
1: MSIGEN:MsiVSSInstall: Registered VSS provider (C:\PROGRA~1\COMMON~1\Acronis\SnapAPI\SNAPAP~1.DLL), error -2147164145
MSI (s) (C8:A0) [11:39:47:828]: User policy value 'DisableRollback' is 0
MSI (s) (C8:A0) [11:39:47:828]: Machine policy value 'DisableRollback' is 0
Action ended 11:39:47: InstallFinalize. Return value 3.
...

These errors indicate that Distributed Transaction Coordinator service disabled.

In all the three cases you should make sure the following two services are running:

  • COM+ System Application
  • Distributed Transaction Coordinator

Click Start -> Run and type in services.msc to get the list of services

If all of them are started, then check that COM+ is not broken by opening it manually (Control Panel -> Administrative Tools -> Component Services -> Computers -> My Computer -> COM+ Applications -> System Application). If at any of the steps there appears an error message, then COM+ Application is broken. If it is broken, please try rebuilding it as described in Microsoft Knowledge Base Article 318731 (see Resolution, steps 2 and 3).

However if this is not the case, then please get the Windows Event Log entries recorded during the installation failure and contact Acronis Customer Central. Please attach the following files to your request:

SnapVssProvider Example

MSI Log Cut

...
[CUSTOMACTION]: Creating a new COM+ application:
[CUSTOMACTION]: - Creating the catalog object
[CUSTOMACTION]: - Get the Applications collection
[CUSTOMACTION]: - Populate...
[CUSTOMACTION]: - Add new application object
[CUSTOMACTION]: - Set app name = Acronis VSS Provider
[CUSTOMACTION]: - Set app description = VSS Provider
[CUSTOMACTION]: - Set app access check = true
[CUSTOMACTION]: - Set encrypted COM communication = true
[CUSTOMACTION]: - Set secure references = true
[CUSTOMACTION]: - Set impersonation = false
[CUSTOMACTION]: - Save changes...
[CUSTOMACTION]: - Create Windows service running as Local System
[CUSTOMACTION]: - Add the DLL component
[CUSTOMACTION]:
ERROR:
[CUSTOMACTION]: - Error code: -2146368511 [0x80110401]
[CUSTOMACTION]: - Exit code: 113
[CUSTOMACTION]: - Description:
[CUSTOMACTION]: - Source:
[CUSTOMACTION]: - Help file:
[CUSTOMACTION]: - Help context: 0
[CUSTOMACTION]: - COM+ Errors detected: (2)
[CUSTOMACTION]: * (COM+ ERROR 0) on C:\WINDOWS\system32\snapapivss.dll
[CUSTOMACTION]: ErrorCode: -2146368486 [0x8011041A]
[CUSTOMACTION]: MajorRef: C:\WINDOWS\system32\snapapivss.dll
[CUSTOMACTION]: MinorRef:
[CUSTOMACTION]: * (COM+ ERROR 1) on SnapVssProvider
[CUSTOMACTION]: ErrorCode: -2146368486 [0x8011041A]
[CUSTOMACTION]: MajorRef: {5FC845EB-F299-40F0-9725-34045F7EA8BA}
[CUSTOMACTION]: MinorRef:
Action ended 7:52:24: InstallFinalize. Return value 3
...

View full log for SnapVssProvider Example

Here you can see two COM+ errors, one of them refers to SnapVssProvider and the second to snapapivss.dll. This means that the issue is with Acronis VSS Provider installation.

Here are two error codes that appear in the log:

  • 0x80110401 - Errors occurred accessing one or more objects - the ErrorInfo collection may have more detail
  • 0x8011041A - DllRegisterServer failed on component install

Most probably, the Volume Shadow Copy service is disabled or not started. You should make sure it is enabled and then start it. If it fails to start due to any reason, this means that there are some problems with VSS subsystem itself.

If starting Volume Shadow Copy service does not help, please proceed as follows:

  • Delete Acronis VSS Provider from Control Panel -> Administrative Tools -> Component Services -> Computers -> My Computer -> COM+ Applications -> System Application
  • Delete the \Windows\System32\snapapivss.dll file if it exists
  • Find and delete all registry keys (Start->Run->Regedit -> CTRL-F) which contain the following GUIDs:
    • F5DBCC43-B847-494e-8083-F030501DA611
    • 89CDAF20-82B6-42cd-A4B4-573C81999C35
    • 5FC845EB-F299-40f0-9725-34045F7EA8BA
      There will be keys with names beginning with SnapVSSProvider when you start searching for 5FC845EB-F299-40f0-9725-34045F7EA8BA. These keys should also be deleted.
  • Reinstall the product.
  • Reboot.

WMI Example

MSI Log Cut

...
[CUSTOMACTION]: Secure the COM+ application:
[CUSTOMACTION]: - Get roles collection
[CUSTOMACTION]: - Populate...
[CUSTOMACTION]: - Add new role
[CUSTOMACTION]: - Set name = Administrators
[CUSTOMACTION]: - Set description = Administrators group
[CUSTOMACTION]: - Save changes ...
[CUSTOMACTION]: Granting user permissions:
[CUSTOMACTION]: - Populate...
[CUSTOMACTION]: - Add new user
[CUSTOMACTION]: - Searching for the Administrators account using WMI...
[CUSTOMACTION]:
ERROR:
[CUSTOMACTION]: - Error code: -2147023838 [0x80070422]
[CUSTOMACTION]: - Exit code: 133
[CUSTOMACTION]: - Description:
[CUSTOMACTION]: - Source:
[CUSTOMACTION]: - Help file:
[CUSTOMACTION]: - Help context: 0
Action ended 8:15:34: InstallFinalize. Return value 3.
...

View full log for WMI Example

Here you can see the following error in WMI usage context:

  • 0x80070422 - The service cannot be started, either because it is disabled or because it has no enabled devices associated with it.

This means that it is WMI system that does not function properly. Diagnosis of WMI can performed with a special Windows utility:

http://www.microsoft.com/downloads/details.aspx?familyid=d7ba3cd6-18d1-4d05-b11e-4c64192ae97d&displaylang=en

You can also troubleshoot the WMI issues:

http://www.microsoft.com/technet/scriptcenter/topics/help/wmi.mspx

SnapAPI Example

MSI Log Cut

...
1: MSIGEN:MsiSnapmanInstall: Execution started.
1: MSIGEN:MsiSnapmanInstall: Path to SnapAPI DLL: C:\WINDOWS\system32\snapapi.dll
1: MSIGEN:MsiSnapmanInstall: Driver installation required.
1: MSIGEN:MsiSnapmanInstall: Driver files extracted successfully.
1: MSIGEN:MsiSnapmanInstall: windows major version 5 detected
1: MSIGEN:MsiSnapmanInstall: Extract setup dll.
1: MSIGEN:MsiSnapmanInstall: App mode - extract setup app.
1: MSIGEN:MsiSnapmanInstall: extract setup app setupapp.exe
1: MSIGEN:MsiSnapmanInstall: Setup helper DLL configured successfully.
1: MSIGEN:MsiSnapmanInstall: SnapAPI installation completed - 0x78.
Action ended 16:11:44: InstallFinalize. Return value 3.
...

View full log for SnapAPI Example

The error detected here is:

  • SnapAPI installation completed - 0x78

This means that proper drivers failed to be registered in the system due to problems with the Windows account under which the installation was attempted.

The solution is to perform the installation under the built-in default account for administering the computer, i.e. the account named Administrator.

Acronis Backup & Recovery 10 "AgentCore install error" Example

MSI Log Cut

...
1: MSIGEN:Install certificate at 'file:///C:\Program Files\Common
Files\Acronis\Agent\certificate.pem'
1: MSIGEN:AgentCore install error code 2
Action ended 12:33:56: InstallFinalize. Return value 3.
...

View full log for AgentCore Example

On the machine where the error occurs, issue the following commands (Start -> Run -> cmd):

sc delete MMS
sc delete AcronisAgent
sc delete AcrSch2Svc

This will unregister Acronis services and update service manager.

(!) If the output of any of the commands is service is marked for deletion, a reboot is required to remove the service

Acronis Backup & Recovery 10 "Failed to grant access to the agent certificate" Example

MSI Log Cut

...
1: MMS, msg: SetPermissionsOnRegistry setting permissions on registry key:
MACHINE\SOFTWARE\Acronis\Encryption, fullUserName: WORK\Administrator
1: MSIGEN:SubstUser: SetPermissions: mms user 'WORK\Administrator'
1: MSIGEN:SubstUser: CurrentUserInfo: user='SYSTEM', GetLastError='0'
1: MSIGEN:SubstUser: SetPermissions: user 'Administrator', domain 'WORK'
1: MSIGEN:SubstUser: SetPermissions: key
'Software\Acronis\BackupAndRecovery\Settings\SubstUsers'
1: MSIGEN:SubstUser: SaveCredentials name = 'WORK\Administrator'
1: MSIGEN:SubstUser: CurrentUserInfo: user='SYSTEM', GetLastError='0'
1: MSIGEN:Failed to grant access to the agent certificate!
1: MSIGEN:MsiManagedMachineServiceInstall: exception error code 196610
Action ended 7:34:21: InstallFinalize. Return value 3.
...

This means that the Workstation service is stopped on the machine where you are trying to install the product. See Installation Rolls Back with "Failed to grant access to the agent certificate!" in the Log.

To solve the issue, start the service:

  • Hit Start -> Run and type in services.msc;
  • Double click the Workstation service;
  • Set the service Startup type to Automatic;
  • Set the Service status to Started;
  • Click OK.

Run the installation again.

Installation Over A Previously Deleted Product Example

This generally indicates that you were not able to delete the product in the usual way through Control Panel and have attempted to delete it manually. Now the Acronis product tries to overwrite the registry entries related to the previous installation and fails. In this case you should open the MSI log and search for the string starting with "MSIGEN:Product found". In the above Example 1 the string is:

    • 1: MSIGEN:Product found {CA83357B-931E-44DC-AD43-9996FEEB8116}

In the above Example 2 the string is:

  • 1: MSIGEN:Determing context for {E5343B27-55DF-40BD-9FCF-A643C1331E8A}

After that, take the first part of the value in brackets (in Example 1 it is CA83357B, in Example 2 it is E5343B27), rewrite it in the reverse order (Example 1: B75338AC; Example 2: 72B3435E), then open the following branch of the system registry on the problem machine:

    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UpgradeCodes
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Features
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\UpgradeCodes
    • HKEY_USERS\[RANDOM_GUID]\Software\Microsoft\Installer\Features
    • HKEY_USERS\[RANDOM_GUID]\Software\Microsoft\Installer\UpgradeCodes

Random GUID looks like "S-1-5-21-1614895754-1292428093-725345543-1003", the numbers may differ on each computer. Look for the key starting with the reversed part of the code we got (Example 1: B75338AC; Example 2: 72B3435E). After that make sure the rest of the key name digits also match the other parts of the entry found in the MSI log, in reverse order. The registry key to search in the above example would be:

    • Example 1: B75338ACE139CD4434DA6118BEEF6999
    • Example 2: 72B3435EFD55DB04FCF9A8E1331C346A

Having found the registry key, you should delete and start the installation of the Acronis product over again. This solution applies only to cases in which there was a previously installed Acronis product on the machine.

Service Stop/Start (_USRCUSTACT_MsiMMSStop_OmniRestore) Example

MSI Log Cut

MSI (s) (C0:04) [22:10:31:944]: Creating MSIHANDLE (7360) of type 790542 for thread 2052
MSI (s) (C0:44) [22:10:31:944]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSIBE.tmp, Entrypoint: MsiMMSStop
MSI (s) (C0:44) [22:10:32:982]: Closing MSIHANDLE (7360) of type 790542 for thread 2052
Action Started at 22:10:31: _USRCUSTACT_MsiMMSStop_OmniRestore.
Action Ended at 22:10:32: _USRCUSTACT_MsiMMSStop_OmniRestore. Return value 3.

During the installation, the Acronis Services have not been started/stopped in a timely fashion by the operating system.

To solve the issue, do the following:

  • Hit Start-Run and type in services.msc;
  • Stop all Acronis related services;
  • Re-attempt the installation.

VSS Registration Issue 1

MSI Log Cut

1: MSIGEN:MsiVSSInstall: execution started.
1: MSIGEN:MsiVSSInstall: Removed registry key
SYSTEM\CurrentControlSet\Services\VSS\Providers\{F5DBCC43-B847-494E-8083-F030501DA611}, result 0
1: MSIGEN:MsiVSSInstall: Path to snapapivss.dll: C:\Program Files\Common
Files\Acronis\SnapAPI\snapapivss.dll
1: MSIGEN:MsiVSSInstall: Short path to snapapivss.dll:
C:\PROGRA~1\COMMON~1\Acronis\SnapAPI\snapapivss.dll
1: MSIGEN:MsiVSSInstall: Unregistered VSS provider
(C:\WINDOWS\system32\snapapivss.dll), error 1
Action ended at 17:26:45: InstallFinalize. Return value 3.

This is a rare Windows based issue. During the installation, Acronis product uses a Microsoft Visual Basic script to register the Acronis VSS. There is an issue with this Microsoft Cscript, which returns the wrong return value resulting in a roll back.

To solve the issue, install the Acronis Agent (Build 11345 or higher) ignoring the Cscript error by issuing the following command:

msiexec.exe /i [PATH]AcronisAgentWindows.msi IGNORE_VSS_REGISTRATION_ERRORS=1

where [PATH] is the path to where you have the AcronisAgentWindows.msi file.

For example,

msiexec.exe /i C:\AcronisAgentWindows.msi IGNORE_VSS_REGISTRATION_ERRORS=1

VSS Registration Issue 2

MSI Log Cut

1: MSIGEN:MsiVSSInstall: Registered VSS provider (C:\PROGRA~1\COMMON~1\Acronis\SnapAPI\SNAPAP~1.DLL), error 113
MSI (s) (CC:E8) [20:00:29:494]: User policy value 'DisableRollback' is 0
MSI (s) (CC:E8) [20:00:29:494]: Machine policy value 'DisableRollback' is 0
Action ended at 20:00:29: InstallFinalize. Return value 3.

The installation failed due to traces of a previous installation attempt. Remove the traces by deleting the following registry subkeys, and reattempt the installation:

  • HKEY_LOCAL_MACHINE\SOFTWARE\Acronis
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\COM3\SelfReg\CLSID\{79079D5C-EF20-4952-B9FC-CFD443B38641}
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\COM3\SelfReg\SnapVssProvider.SnapVssProvider
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\COM3\SelfReg\SnapVssProvider.SnapVssProvider.1
  • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\VSS\Providers\{f782463b-33bb-4043-ad8d-60b728d26a6c}

Acronis Backup & Recovery 10 or Acronis True Image Echo Agent for Windows Fails on Acronis VSS Provider

MSI Log Cut

...
[CUSTOMACTION]: - Error code: -2146367487 [0x80110801]
[CUSTOMACTION]: - Exit code: 205
[CUSTOMACTION]: - Description:
[CUSTOMACTION]: - Source:
[CUSTOMACTION]: - Help file:
[CUSTOMACTION]: - Help context: 0
Action ended 7:01:46: InstallFinalize. Return value 3.
...

Cause: ERROR CODE = 0x80110801 Setup failed to initialize the COM+ catalog. COM+ will not operate correctly without the catalog.

This is an issue with the COM+ subsystem.

To solve the issue, repair and reinstall COM+ as described in Microsoft Knowledge Base Article 318731.

Disabled Services Example

MSI Log Cut

1: MSIGEN:MsiVSSCheck: Service "COMSysApp" is disabled.
1: MSIGEN:MsiVSSCheck: Service "MSDTC" is disabled.
1: MSIGEN:MsiVSSCheck: Service "VSS" is disabled.
1: MSIGEN:MsiVSSCheck: Internal UI has level 2.
1: MSIGEN:MsiVSSCheck: VSS_IGNORE_SERVICES property is equal to 0.
1: MSIGEN:MsiVSSCheck: Installation was cancelled with disabled services.
Action ended 10:04:24: _USRCUSTACT_MsiVSSInstallPrepn_VSSProvider32. Return value 3.
Action ended 10:04:24: INSTALL. Return value 3.

Cause: The services necessary for installation are disabled:

  • COMSysApp – COM+ System Application
  • MSDTC – Distributed Transaction Coordinator
  • VSS – Volume Shadow Copy

All three services must be started during the product installation (Start-Run -> services.msc -> right-click on the service and select Start).

Incomplete uninstallation of SnapAPI example:

Example 1:

1: MSIGEN:MsiSnapmanInstall: extract setup app setupapp.exe
MSI (s) (84!D8) [10:26:03:671]: Closing MSIHANDLE (12984) of type 790531 for thread 2520
MSI (s) (84!D8) [10:26:04:968]: Creating MSIHANDLE (12985) of type 790531 for thread 2520
1: MSIGEN:MsiSnapmanInstall: Setup helper DLL configured successfully.
MSI (s) (84!D8) [10:26:04:968]: Closing MSIHANDLE (12985) of type 790531 for thread 2520
MSI (s) (84:44) [10:26:04:984]: Closing MSIHANDLE (12974) of type 790536 for thread 1828
1: MSIGEN:MsiSnapmanInstall: SnapAPI installation completed - 0x430.
MSI (s) (84:24) [10:26:05:046]: User policy value 'DisableRollback' is 0
MSI (s) (84:24) [10:26:05:046]: Machine policy value 'DisableRollback' is 0
Action ended 10:26:05: InstallFinalize. Return value 3.

0x430 error code indicates that SnapAPI service has been marked for deletion. In order to commit that, a machine must be restarted. After that the product can be installed.

Example 2:

1: MSIGEN:ExtractSetupHelper: windows major version '6' detected
1: MSIGEN:ExtractSetupHelper: setting dll mode.
1: MSIGEN:MsiSnapmanForceInstall: Setup helper DLL configured successfully.
1: MSIGEN:MsiSnapmanForceInstall: SnapAPI installation completed - '1072'.
1: MSIGEN:MsiSnapmanForceInstall: operation failed.
CustomAction _USRCUSTACT_MsiSnapmanInstall_SnapAPI returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox) Action ended 15:45:44: InstallFinalize. Return value 3.

Code "SnapAPI installation completed - '1072'" means "The specified service has been marked for deletion". In order to commit that, a machine must be restarted. After that the product can be installed.

Installation from a Network Share Example

MSI Log Cut

1: MSIGEN:ReminstInstall: Source directory for msi packages is "\\Server\E$\Install\ABR\".
MSI (s) (F8!E0) [01:12:30:066]: Closing MSIHANDLE (320920) of type 790531 for thread 224
MSI (s) (F8:40) [01:12:30:066]: Closing MSIHANDLE (320915) of type 790536 for thread 1648
1: MSIGEN:ReminstInstall: Attributes of source directory is invalid (0xFFFFFFFF). Error code: 0x5
MSI (s) (F8:70) [01:12:30:082]: User policy value 'DisableRollback' is 0
MSI (s) (F8:70) [01:12:30:082]: Machine policy value 'DisableRollback' is 0
Action ended 1:12:30: InstallFinalize. Return value 3.

Such log indicates that the connection to the installation file location has been interrupted. It is recommended to copy the installation file to a local drive and retry the installation.

Installation rollback due to registry access issue example

MSI Log Cut

MSI (s) (A0:98) [10:24:55:153]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (A0:98) [10:24:55:154]: Product: Acronis Backup & Recovery 10 Agent – Error 1401. Could not create key. UNKNOWN\Components\0733F333F0207444980BE9FD9491F29A\592EC878CC40F9E488DEB8748562AC80. System error 5. Verify that you have sufficient access to that key, or contact your support personnel.
Action ended at 0:24:55: InstallFinalize. Return value 3.

Please see the main article for details: Acronis Backup & Recovery 10: Installation Rollback Due to Insufficient Registry Access Rights.

MsiSnapmanForceInstall Example

MSI Log Cut

1: MSIGEN:MsiSnapmanForceInstall: Setup helper DLL configured successfully.
1: MSIGEN:MsiSnapmanForceInstall: SnapAPI installation completed - '3758096943'.
1: MSIGEN:MsiSnapmanForceInstall: operation failed.
Action ended 20:34:44: InstallFinalize. Return value 3.

Make sure that there is HKLM\Software\Microsoft\Non-Driver Signing\ key present in the registry. If it is missing then driver signing policy is not applied properly and the default "Warn but allow installation" value is suppressing the prompt with "No" answer which makes SnapAPI drivers to fail to get installed. The solution is to create HKLM\Software\Microsoft\Non-Driver Signing\ key and adjust the driver signing policy (right-click on My Computer -> Properties -> Hardware -> Driver Signing for WinXP f.e.)

No Return value 3 or Rollback in the MSI log

If there is no Return value 3 or Rollback in the MSI log, try looking into Windows Applicantion Event log. (See Microsoft TechNet Article: How to Check the Application Event Log for Errors).

1719: "The Windows Installer service could not be accessed" Example

Try looking in the Application Event log for the following entry:

Source: MsiInstaller
Type: Error
EventId: 11719

Description:
"Product: Acronis Backup & Recoery 10 xxxxx -- Error 1719. The Windows Installer Service could not be accessed. This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed. Contact your support personnel for assistance."

This is an issue with the Microsoft Installer. For details, please see Microsoft Knowledge Base Article 315346.

More information

See also:

If none of the described errors are the case or if you have difficulties with any of the instructions, please contact Acronis Customer Central.

Please attach the following files to your request:

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