Fixed in build 17438.

This article applies to:

• Acronis Backup & Recovery 10 (all Windows editions)
• Acronis Backup & Recovery 11 (all Windows editions)

Symptoms

1. You had an older build of Acronis Backup & Recovery;
2. You attempt to install a newer build of Acronis Backup & Recovery;
3. The installation fails on Acronis Backup & Recovery Management Server, Acronis Backup & Recovery Agent for Windows, or Acronis Backup & Recovery Storage Node;
4. In the installation log there is a message similar to the following one:

   1: MSIGEN:Failed to adjust certificates folder security.

   View Sample Log

   (!) For information on how to view the log see Creating an MS Installer Log of Acronis Software).

Where to find the error message?

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. To find such an error in the MSI log, open the log 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 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.

Cause

Credentials for the respective service are specified in User@Domain format, which causes the flaw in the product update installation algorithm and its failure to set permissions on configuration folders.

Solution

Issue was fixed in build 17438. Update to the latest build.

Workaround:
Change the respective service credentials to Domain\User format:

1. Go to Start -> Run -> services.msc;
2. Right-click on Acronis Management Server Service, Acronis Managed Machine Service, or Acronis Storage Node Service (depending on which components fails to get updated) and select Properties;
3. On Log On tab, change the account name from User@Domain to Domain\User format, provide the password, and hit OK.
4. Stop all Acronis services;
5. Rename C:\ProgramData\Acronis\Certificates folder to C:\ProgramData\Acronis\Certificates_Old;
6. Retry the update installation.

More information

If the solution above does not help, please contact Acronis Customer Central attaching the new installation log and referring to this article.