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

Created - Sep 26, 2006; Updated - Nov 19, 2009; Access Level - Public
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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 divuelto 3 (for Spanish logs)
  • Valore restituito 3 (for Italian 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.

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.

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.

In both 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.
  • Install Acronis drivers update (download, unpack and run the MSI file)
  • Install Acronis True Image
  • 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=d7ba3cd6-18d1-4...

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.

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 the 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

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.

Please contact Acronis Customer Central with a reference to this article to receive a special build of Acronis Agent (11137).

In the next officially released build of Acronis Backup & Recovery 10 you will be able to install the Acronis Agent ignoring the Cscript error by issuing the following command:

msiexec.exe /i 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\CurrentControlSet\Services\VSS\Providers\{f782463b-33bb-4043-ad8d-60b728d26a6c}

More information

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:

Provide feedback on this information
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