33307: MSI: Installation of Acronis Product Fails with TIMounter Error in MSI Log

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Installation of Acronis Product fails with TIMounter Error in MSI log. This article provides information on how to find, identify and resolve typical errors in MSI logs of Acronis software.

Introduction

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.

Solution

TIMounter Example 1 from MSI log:

When installing the Acronis Backup & Recovery Agent or Acronis Backup & Recovery 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 2 from MSI log:

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.

More information

See Analyzing Installation Logs of Acronis Products Based on MSI Technology

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