33449: Acronis products: Installation fails while installing over a previously deleted product

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Last update: 30-04-2021

You attempt an installation of Acronis product over a previously deleted product. This installation fails. Find the errors and solution in the solution section of this article.

Solution

This generally indicates that 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 one of these strings:

MSIGEN:Product found {...}

MSIGEN:Determing context for {...}

Unable to get 'VersionString' for product with product code'{...}'

MSIGEN:Error occured during CheckForUpgradeCode for {...}

Examples:

  • Example 1: MSIGEN:Product found {CA83357B-931E-44DC-AD43-9996FEEB8116} or
  • Example 2: MSIGEN:Determing context for {E5343B27-55DF-40BD-9FCF-A643C1331E8A}
  • Example 3: Unable to get 'VersionString' for product with product code'{659113DB-3916-4038-948A-8A7034FBAA17}'.

After that, take the first part of the value in brackets:

  • in Example 1 it is CA83357B
  • in Example 2 it is E5343B27
  • in Example 3 it is 659113DB

Rewrite it in the reverse order

  • Example 1: B75338AC
  • Example 2: 72B3435E
  • Example 3: BD311956

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
  • HKEY_USERS\[RANDOM_GUID]\Software\Microsoft\Installer\Features
  • HKEY_USERS\[RANDOM_GUID]\Software\Microsoft\Installer\UpgradeCodes

On 64-bit Windows also check the branch HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Installer\UpgradeCodes

Random GUID looks like "S-1-5-21-1614895754-1292428093-725345543-1003", the numbers may differ on each computer. Look for the key starting with the reversed part of the code we got

  • Example 1: B75338AC
  • Example 2: 72B3435E
  • Example 3: BD311956

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
  • Example 3: BD31195661938304A84971AABF4307A8

Having found the registry key, you should delete it 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.

More information

See Analyzing Installation Logs of Acronis Products Based on MSI Technology