36405: True Image 2013 by Acronis: Installation Fails With CustomAction_USRCUSTACT_MsiTimounterUninstall_TrueImageWinMounter Returned Actual Error Code 1603

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During installation of True Image 2013 by Acronis you receive this error. The issue is the service TImounter, that could not be uninstalled. Uninstall the Service manually in order to install True Image 2013 by Acronis.

This article applies to:

  • True Image 2013 by Acronis

Symptoms

  1. Running the installation of True Image 2013 by Acronis leads to the message "Uninstall previous version and install current";
  2. You attempt to uninstall the previous version Acronis True Image Home 2012 (or another old version of Acronis True Image Home) from the machine. The uninstallation fails with a rollback and following error:

CustomAction_USRCUSTACT_MsiTimounterUninstall_TrueImageWinMounter returned actual error code 1603

Cause

The Timounter Service from previous version Acronis True Image Home 2012 could not be uninstalled.

Solution

In order to solve this issue, please follow these steps:

  1. Manually uninstallation of Timounter service:
    1. Start command line as administrator:
      1. For Windows 7 (Vista, 8): Go to Start -> Accessories -> Command prompt -> right click -> run as administrator;
      2. For win XP: Log in under Administrator account -> Start -> Run -> cmd.exe;
    2. Type: sc query timounter -> Enter;
    3. You will see the service parameters: STATE : RUNNING;
    4. Type: sc config timounter start= disabled error= ignore and press Enter;
  2. Clean registry:
    1. Go to Start -> Run -> regedit.exe -> press Enter;
    2. In Registry Editor navigate to this key:
       
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class{71A27CDD-812A-11D0-BEC7-08002BE2092F}\UpperFilters
       
    3. Change the "UpperFilters" value data by removing the "timounter" string. DO NOT CHANGE OTHER STRINGS.

      (!) Only delete the string 'timounter' (green box). Do not delete the complete key or registry path (red box)!

  3. Reboot machine.
  4. Control if the service is removed successfully:

    1. Start command line as administrator:
      1. For Windows 7 (Vista, 8): Go to Start -> Accessories -> Command prompt -> right click -> run as administrator;
      2. For win XP: Log in under Administrator account -> Start -> Run -> cmd.exe;
        1. Type: sc query timounter -> Enter;
        2. You will see the service parameters: STATE : STOPPED;
  5. If the service is stopped, you can uninstall the Acronis True Image Home 2012 via Windows.

More information

See also:

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