33310: MSI: Installation of Acronis Product Fails with COM+ Error in MSI Log

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Installation of Acronis Product fails with COM+ 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 COM+ in the lines preceding "Return value 3", then it means that the COM+ or Distributed Transaction Coordinator service is unavailable. 

Solution

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:

COM+ Example 1 from MSI log:

MSI Log Cut

...
[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.
...

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.

COM+ Example 2 from MSI log:

MSI Log Cut

...
[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.
...

Here the following errors are detected:

These errors indicate that Distributed Transaction Coordinator service is disabled.

COM+ Example 3 from MSI log:

MSI Log Cut

...
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:

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.

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:

More information

See Analyzing Installation Logs of Acronis Products Based on MSI Technology

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