33319: MSI: Installation of Acronis Product Fails with "Failed to Grant Access to the Agent Certificate" Install Error in MSI Log

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Installation of Acronis Product Fails with "Failed to Grant Access to the Agent Certificate" Install 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 "Failed to Grant Access to the Agent Certificate" install Error in the lines preceding "Return value 3", then it means that the Acronis Agent Service cannot be registered properly during installation.

Solution

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.

More information

See Analyzing Installation Logs of Acronis Products Based on MSI Technology

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