45866: Acronis Backup: Troubleshooting Installation Issues

    Instructions on how to troubleshoot and resolve installation issues.

    Always make sure you are troubleshooting installation issues with the latest build of the product (if it is possible).

    Follow these steps to troubleshoot Installation Issues:

    1. Get familiar with installation guidelines in the About part.
    2. Check for known issues in the Known issues part.
    3. Follow to Troubleshooting part to troubleshoot and resolve the issue.

    About

    Components of editions of Acronis Backup can be installed in different ways. Based on the size and structure of your environment, choose any of the ways:

    You can combine two or more ways of installation. For example, you can perform interactive installation of the management console and the management server, and then remotely install the agents to multiple machines.

    Acronis Backup 12.5 supports two methods of deployment: Acronis Backup Management Server can be located either locally or in cloud. Each type of deployment has its own specifics. Note that some features introduced in Acronis Backup 12.5 are available in on-premise deployment only.

    Basically any installation in Windows is performed by using of the main installer (.exe file) or using extracted .msi components.

    See more about general installation issues in following articles:

    Title

    Related to

    45992: Acronis Software: Troubleshooting Application Lockups

    Lockups during installation

    35031: Acronis Product Update Installation Hangs

    Lockup during update

    1647: Analyzing Installation Logs of Acronis Products Based on MSI Technology

    Analyzing logs

    Known Issues

    Title

    Error Message/Code

    59219: Acronis Products: installation fails on Windows Server SBS 2003 or Windows XP 1: 17:02:47.579: MSI_TRACE(tib_mounter): Launch "C:\Programs\Common Files\Acronis\TibMounter\TibMounterMonitor.exe"
    1: 17:02:47.579: MSI_TRACE(tib_mounter): Failed to launch process: error=3
    1: 17:02:47.579: MSI_TRACE(tib_mounter): Launch "C:\Programs\Common Files\Acronis\TibMounter\TibMounterMonitor.exe"
    1: 17:02:47.579: MSI_TRACE(tib_mounter): Failed to launch process: error=2
    59859: Acronis Backup 12.5: "Failed to connect to the management server" during upgrade from v.12 Failed to connect to the management server or its version is outdated.
    59818: Acronis Backup 12.5: installation takes a long time on Windows 8 and Windows Server 2012
    33449: Acronis Products: Installation Fails While Installing Over a Previously Deleted Product MSIGEN:Product found {CA83357B-931E-44DC-AD43-9996FEEB8116}
    MSIGEN:Determing context for {E5343B27-55DF-40BD-9FCF-A643C1331E8A}
    Unable to get 'VersionString' for product with product code'{659113DB-3916-4038-948A-8A7034FBAA17}'
    33459: MSI: Installation of Acronis Product Fails with "SnapAPI Installation Completed - Operation Failed" in MSI Log 1: MSIGEN:MsiSnapmanForceInstall: Setup helper DLL configured successfully.
    1: MSIGEN:MsiSnapmanForceInstall: SnapAPI installation completed -
    '3758096943'.
    1: MSIGEN:MsiSnapmanForceInstall: operation failed.
    Action ended 20:34:44: InstallFinalize. Return value 3.
    33454: MSI: Installation of Acronis Product Fails with "_USRCUSTACT_MsiVSSInstallPrepn_VSSProvider32" Install Error in MSI Log 1: MSIGEN:MsiVSSCheck: Installation was canceled with disabled services.
    Action ended 10:04:24: _USRCUSTACT_MsiVSSInstallPrepn_VSSProvider32.
    Return value 3.
    Action ended 10:04:24: INSTALL. Return value 3.
    33318: MSI: Installation of Acronis Product Fails with AgentCore Install Error in MSI Log 1: MSIGEN:Install certificate at 'file:///C:\Program Files\Common Files\Acronis\Agent\certificate.pem'
    1: MSIGEN:AgentCore install error code 2
    Action ended 12:33:56: InstallFinalize. Return value 3
    33319: MSI: Installation of Acronis Product Fails with "Failed to Grant Access to the Agent Certificate" Install Error in MSI Log 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.
    45342: Acronis Backup Advanced 11.5 for Exchange: Installation Fails with Error “MS Exchange server is not installed or has an unsupported version."
    14331: Acronis Product: Installation Fails with "An error occurred during the installation of assembly" "Microsoft.VC80.CRT,publicKeyToken" An error occurred during the installation of assembly
    'Microsoft.VC80.CRT,publicKeyToken="1fc8b3b9a1e3b",
    type="win32",version="8.0.50727.762",processorArchitecture="x86"'
    33450: MSI: Installation of Acronis Product Fails with Service Stop/Start "_USRCUSTACT_MsiMMSStop_OmniRestore" Install Error in MSI Log Action Started at 22:10:31: _USRCUSTACT_MsiMMSStop_OmniRestore.
    Action Ended at 22:10:32: _USRCUSTACT_MsiMMSStop_OmniRestore.
    Return value 3.
    33457: MSI: Installation of Acronis Product Fails with "Attributes of source directory is invalid (0xFFFFFFFF). Error code: 0x5" in MSI Log 1: MSIGEN:ReminstInstall: Attributes of source directory is invalid (0xFFFFFFFF).
    Error code: 0x5
    8305: Installation of Acronis Product Fails with "...not a valid Win32 application" ...not a valid Win32 application
    42008: Acronis Backup 11.5 : No Shortcut Icon on Desktop and only Uninstall Option under Programs after Installation
    58094: Acronis Backup 11.7/11.5: Installation of Management Console Fails "The installation was interrupted before Acronis Backup 11.5 Agent Core could be installed." 1: MSIGEN:SendMessageToInstaller: message sent
    CustomAction _USRCUSTACT_MsiRemoteAgCoreInstall_AgentCore returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
    49568: Acronis Backup Advanced 11.7/11.5: Update of Acronis Management Server Fails with "'User' is not a valid login or you do not have permissions" Code: 08338079
    Line tag: 0xc131f5921ff77428
    Message: 'Domain\user' is not a valid login or you do not have permission.
    Code: 08327132
    Line tag: 0xc131f5921ff773f0
    Message: Cannot open database "acronis_cms_cards" requested by the login. The login failed."
    59045: Acronis Software: installation fails with "MainEngineThread is returning 1603" or "MainEngineThread is returning 1618" -1 MSI (c) (C4:9C)
    [12:43:00:801]: MainEngineThread is returning 1603
    33314: MSI: Installation of Acronis Product Fails with WMI Error in MSI Log
    57859: Acronis Backup Advanced: Installation of Agent for Hyper-V Fails with "Error 2203. The process cannot access the file because another process has locked a portion of the file." MSI (s) (30:C8) [14:14:14:579]: Note: 1: 2262 2: Error 3: -2147287038
    MSI (s) (30:C8) [14:14:14:579]: Product: Acronis Backup 11.5 Agent for Hyper-V -- Error 2203. The process cannot access the file because another process has locked a portion of the file.
    56538: Acronis Backup: Installation of Agent for Windows Fails with Error "Failed to start service tib_mounter with status 1058" 1: MSI_TRACE(tib_mounter): Failed to install: status 1603.
    CustomAction _USRCUSTACT_MsiTibMounterInstall_TibMounterApi returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)

    Troubleshooting

    Follow step-by-step instructions below to troubleshoot the issue. Complete prerequisites step before proceeding to error troubleshooting step.

    1. Prerequisites

    Complete all steps before proceeding to error troubleshooting step.

    1.1 Before installation

    1. For Acronis Backup 11.7, make sure the license matches the installation package type. See Types of licenses and Acronis Backup & Recovery: Difference Between Standalone and Advanced Editions.
    2. For Acronis Backup 11.7, make sure you have sufficient licenses, see Acronis Backup: Licensing.
    3. Make sure the operating system or virtualization platform is supported by Acronis Backup, see: Acronis Backup 11.7: Supported Operating Systems and Supported Virtualization Platforms; Acronis Backup 12.5: Supported operating systems and environments.
    4. Make sure your machine meets the hardware requirements, see Acronis Backup 11.7: System Requirements

    1.2 Installation procedure

    Follow the correct installation procedure depending on your installation method:

    1.3 Update

    1.3.1. Acronis Backup (Advanced) 11.7

    Each time you start the management console, Acronis Backup checks whether a new version of the software is available on the Acronis Web site. If so, the software provides a link for downloading a setup program of the new version.

    To check for updates manually, start the management console and then click Help > Check for updates. In that window, you can also disable the automatic checks for updates.

    To update one or more Acronis Backup components:

    1. Run the setup program of the updated version of Acronis Backup.
    2. Click Install Acronis Backup.
    3. Click Update.
    4. If prompted, specify the license keys, by typing them manually or by specifying the license server.
    5. Follow the on-screen instructions.

    1.3.2. Acronis Backup 12.5

    You can check the agent build version in Management Server GUI by selecting the machine in the Devices list and clicking on Details or by overviewing the list of Agents in the Settings submenu.

    On-premise deployment: to update the agents, first update the management server, and then repeat the agent installation locally or remotely. For detailed information see 59131: Acronis Backup 12.5 and 12: updating to the latest build

    Cloud deployment: the agents are updated automatically as soon as a new version is released. You can force update by going to Settings > Agents and clicking on Update Agent.

    1.3.3 Upgrade to Acronis Backup 12.5

    Refer to the following articles for general instructions of upgrade to Acronis Backup 12.5 from previous versions of Acronis Backup:

    1.4 Uninstallation

    Follow these instructions to uninstall Acronis Backup: Uninstalling Acronis Backup (Advanced) 11.7, Uninstalling Acronis Backup 12.5.

    If you need to remove Acronis Backup (Advanced) 11.7 along with logs and settings, check the Remove the product’s log, tasks, vaults and configuration settings box during the uninstallation procedure. For Acronis Backup 12.5 the option is only available if you start uninstallation from Programs and Features.

    If uninstallation of Acronis Backup (Advanced) 11.7 fails, you can use the Cleanup Utility as described in Acronis Backup & Recovery 11.7/11.5 Cleanup Utility (it is recommended to have/create a full backup before using the Cleanup Utility). Note that there is no Cleanup Utility for Acronis Backup 12.5 so far. Don’t use Cleanup Utilities for any other Acronis software when trying to remove Acronis Backup 12.5 as in Acronis Backup 12.5 we have a set of new databases and logs which won’t be removed with the Cleanup Utilities for other versions.

    See also Manual Uninstallation of Acronis True Image 9.x and Echo from Windows.

    1.5 Temporary disable antivirus

    Temporary disable antivirus (and firewall during remote installation) while installing Acronis Backup.

    We recommend to exclude Acronis processes from antivirus and firewall check after installation, see Acronis Software: Making Acronis Products Compatible with Antivirus Software and Acronis Software: Making Acronis Products Compatible with Third-Party Firewall Software

    If all steps above have been executed and issue still persists, go to error troubleshooting step.

    2. Issue types by root causes

    Complete all steps before proceeding to collect information step.

    If installation of any of Acronis Backup & Recovery components fails in Windows, it will automatically offer you to view the MSI log (see Creating an MS Installer Log of Acronis Software). Based on information in the error message, the MSI Log and Windows Event Logs you can determine the root cause of the problem. Generally installation errors can be divided into the following categories:

    2.1 Installation fails with error

    Symptoms:

    • Installation fails and an error message is displayed

    Possible causes:

    • Failed to create a new user for Acronis services
    • Acronis services cannot be registered properly during installation
    • Failed to grant required privileges to an existing user
    • Web installer cannot connect to the Acronis server
    • The Windows Installer process has insufficient contiguous virtual memory to verify that the .msi package or the .msp package is correctly signed
    • An issue with your Windows operating system which is unable to install the redistributable components of C Runtime. For example, installation of Microsoft Visual C++ 2008 Redistributable Package (or similar) will fail in the same way
    • During installation, the Acronis Services have not been started/stopped in a timely fashion by the operating system

    Troubleshooting:

    • Check for known issues after finding exact error (see https://kb.acronis.com/content/1647).
    • If installation fails immediately check if you are using correct installer, correct product and installing on a supported operating system. Make sure you downloaded the file completely and ensured correct MD5 check sum.
    • Make sure that the machine has enough resources to proceed with installation.
    • If it is not the first attempt to install Acronis, make sure the previous installation was completely removed from the machine and try again.
    • Troubleshoot windows errors in Microsoft support.

    If the issue still persists, go to collect information step and contact Acronis Customer Central.

    2.2 Serial Number is not accepted

    Symptoms:

    • Error message "There are licenses that cannot be used for installation on this machine"

    Troubleshooting

    See Acronis Corporate Products: Serial Number Is Not Accepted

    2.3 Remote installation fails

    Symptoms:

    • Installation from a remote machine fails with an error

    Possible causes:

    • Ports required for remote installation do not accept connections
    • Remote connection errors
    • Access issues
    • Insufficient privileges
    • Not all required remote installation components are available

    Troubleshooting:

    • Make sure you have all required ports open, see Using telnet to Test Open Ports; for Acronis Backup Advanced 11.7: 445, 9876 and 25001; for Acronis Backup 12: 7780, 445, 9876 and 25001; Installing on a Linux machine make sure that TCP port 22 is opened and that the SSH daemon is running.
    • Make sure the specified machine address and credentials are correct and the machine is available (try RDP connection under the same user for check).
    • Disable Simple file sharing on the remote machine:
      Windows XP: Control panel -> Folder options -> View -> Use simple file sharing
      Windows Vista or later: Control panel > Folder options > View > Use Sharing Wizard
    • Enable File and Printer Sharing on the remote machine:
      Windows XP with Service Pack 2 or Windows 2003 Server: Control panel > Windows Firewall > Exceptions > File and Printer Sharing
      Windows Vista, Windows Server 2008, or Windows 7: Control panel > Windows Firewall > Network and Sharing Center > Change advanced sharing settings
    • Make sure that the user whose credentials you use for remote installation is a member of Local administrators group on the target machine;
    • Make sure that the administrative share on the target machine is accessible from the source machine:
      Go to Start -> Run and type \\Target_machine_name\admin$\ (or \\Target_machine_IP\admin$\). If the share opens correctly, check if the user under whom you are trying to install the software can copy and paste files to and from this location. If the share does not open and access cannot be granted due to a specific domain policy, install through Group Policy, see Web Help: Installing the agent through Group Policy;
    • Disable User Account Control (UAC) if the remote machine is not a member of an Active Directory domain;
    • For Acronis Backup Advanced 11.7, make sure the Acronis Agent to which you are trying to connect is not of a standalone edition;
    • For Acronis Backup Advanced 11.7, make sure that you downloaded all required components for installation;
    • Try using the machine IP address instead of name.

    If the issue still persists, go to collect information step. As workaround, you can install the software locally.

    2.4 Application lockup during installation

    Symptoms:

    • Installation from the standard installer (.exe file) hangs at some step and installation cannot be completed
    • Installation of some component (.msi file) hangs

    Possible causes:

    • Insufficient resources to proceed with the operation
    • Another software blocks operation
    • Another msiexec.exe operation is not completed
    • Installation hangs on resolving system paths (i.e. access is denied)
    • System drivers cannot be installed
    • Older Acronis files cannot be replaced
    • Issue in the installer

    Troubleshooting:

    2.4.1 Installation of Acronis Backup 12.5 hangs on 100%

    It may be a sign of a locally installed Agent failing to be added to AMS. In most cases it is related to proxy server settings.

    Interrupt the installation and make sure that the local IP address is added to proxy server exclusions: in Control Panel go to Network and Sharing Center -> Internet Options -> Connections -> LAN Settings and check the option Bypass proxy server for local addresses.

    Then press the Advanced button and in the field Do not use proxy server for addresses beginning with enter the local IP address of the AMS machine among with the port 7780, e.g. 192.168.160.129:7780

    Then add the local Agent to AMS as described in 58348: Acronis Backup 12: Manually Adding Machine to Management Server

    2.5 Components missing after installation

    Symptoms:

    • Installed Acronis product cannot be launched
    • Product startup icon is missing
    • Acronis Windows services are missing or cannot start
    • Installed components are missing in Acronis console

    Possible causes:

    • Not all components are installed
    • Installation is corrupt
    • Some installation or configuration issue

    Troubleshooting:

    2.6 Rollback on initial installation

    Symptoms:

    • Installation of Acronis product ends with rollback on initial attempt to install Acronis on a machine

    Possible causes:

    • Software/hardware drivers incompatibility
    • Installation is blocked by antivirus software, firewall etc.
    • License issues
    • Issues with components dependencies and other (Acronis) products
    • User-related issues (insufficient rights, incorrect credentials etc.)

    Troubleshooting:

    2.7 Rollback on Update\Upgrade installation

    Symptoms:

    • Installation fails over already used (or not completely uninstalled) Acronis version with rollback

    Possible causes:

    • Previous version installed incorrectly
    • Previous version uninstalled incorrectly
    • Check for known issues when you find exact error in MSI log (see https://kb.acronis.com/content/1647)
    • Upgrade over a very old version (older drivers or registry entries cannot be removed automatically, cleanup tool does not help)
    • Operating system issues (Microsoft libraries missing or corrupt etc.)
    • User-related issues (insufficient rights, incorrect credentials etc.)

    Troubleshooting:

    2.8 'Operating System is not supported' Error

    Symptoms:

    • Installation fails with error "Operating system is not supported"
    • Not possible to choose some components during installation
    • Acronis does not work properly after installation

    Possible causes

    • Wrong product purchased
    • Wrong installer downloaded
    • Installing Acronis component on a wrong machine, i.e. Acronis Agent for Exchange on a machine without Exchange
    • Operating system is not supported by the selected product

    Troubleshooting:

    • Check if you are using correct installer, correct product and installing on a supported operating system.
    • Try reinstalling the product.
    • Make sure that you follow instruction from user guide ans install all needed components, see Web Help: Installing Acronis Backup
    • Search in Acronis Knowledge Base for known issues.

    If the issue still persists, go to collect information step.

    2.9 Application crashes during (un)installation

    Symptoms:

    • .exe installer or msiexec.exe crash during installation

    Possible causes

    • Installer is broken
    • Antivirus software blocks installation
    • Operating system is not supported
    • Issue in the product

    Troubleshooting:

    2.10 Operating system crashes during (un)installation

    Symptoms:

    • BSOD during installation or machine reboots without visible BSOD

    Possible causes

    • Installing product on an unsupported operating system
    • Operating system issues
    • File system issues
    • Hardware issues
    • Driver incompatibility

    Troubleshooting:

    • Make sure the operating system is supported.
    • Install all Windows updates and patches.
    • Check your machine for hardware, disk and file system issues using chkdsk /f /r command. In case some disk or file system errors cannot be fixed we cannot guarantee successful installation.
    • If installation fails on installing any Acronis driver module, using newer driver version can be helpful, contact Acronis Customer central with reference to this article.
    • Check if there is a known issue for the exact error code of BSOD. Check Acronis Knowledge Base, Microsoft Technet and other resources.

    2.11 Uninstallation fails

    Symptoms:

    • Uninstallation of some Acronis component fails

    Possible causes:

    • Failure on removing drivers, folders, files etc.
    • Failure on unregistering modules
    • Previous installation corrupt
    • Installation package missing in operating system
    • Access denied issues

    Troubleshooting:

    • Try to uninstall everything from Acronis using Control panel in Windows.
    • If some component cannot be removed per standard procedure, try to remove it using command line:
       msiexec /x {package | ProductCode} > C:\uninstall.log.
    • If this does not help check uninstall.log for an error and search for known issues.
    • Use Cleanup Tool to remove Acronis Backup 11.5/11.7
    • Remove old Acronis logs manually: 35086: Acronis Backup: Uninstallation Does Not Remove Log Files

    If the issue still persists, go to collect information step.

    2.12 Installation is slow

    Symptoms:

    • Local or remote installation runs too slow

    Possible causes

    • Poor system resources or a lot of other processes on the machine are running at the same time
    • Installing remotely (slow network)
    • Hardware issues
    • A step of the installation proceeds slowly (issue in the product)

    Troubleshooting:

    • Stop all unneeded processes on your machine.
    • Check hardware for disk issues.
    • Using task manager make sure that only one installation process is running (msiexec.exe started under admin).
    • Start installation again.

    3. Common troubleshooting steps

    Collect following information and contact Acronis Customer Central.

    3.1 Windows errors

    Go to Start -> Run -> eventvwr.msc. Navigate to Windows Logs -> Application and check for error messages related to VSS service. Search for solution in Microsoft Support articles.

    Go to Windows Logs -> System and check for error messages related to the installation procedure.

    Go to known issues part and check for known solutions. If issue is not listed in known issues and persists, proceed to the next step.

    3.2 Acronis errors

    Check the MSI log for known issues. See Analyzing Installation Logs of Acronis Products Based on MSI Technology.

    Collect Process Monitor Log and try to identify what is causing the installation error or problematic behavior.

    3.3 Configuration and User Permissions

    A lot of installation issues are caused by missing user permissions and wrong credentials. Usual error messages in these cases are:

    Access denied

    Cannot find the file specified.

    Authentication failed.

    Cannot get access to file ---.

    Cannot get access to registry key ---.

    <user> is not a valid login or you do not have permission.

    Very important is to ensure that the user you install the program under as well as the user you specify for Acronis services has all the required privileges to access all related files and registry entries on the machine in question. Always keep in mind what configuration you have: local machine, machine in domain, host, cluster environment etc.

    Generally, follow installations instructions in user guide to prevent such errors. The better way to avoid access problems is to use domain/cluster administrator account during installation and for the Acronis services. If this is impossible configure a new Acronis user with all the needed rights.

    4. Collecting Information

    Collect following information and contact Acronis Customer Central.

    4.1 MSI Log

    Creating an MS Installer Log of Acronis Software. This log is mandatory on all occasions.

    You can find log of a failed remote installation in \\Target_machine_name\admin$\ (or \\Target_machine_IP\admin$\)

    4.2 System report

    Windows: Collect system information using the AcronisInfo Utility.

    Linux: follow the instructions from 1508: Linux System Report.

    4.3 Process Monitor Log

    If the installation freezes, does not continue for a long time or it is not clear what is causing an error, collect Process Monitor log.

    4.4 Dump

    Installation can hang. In this case a dump of msiexec.exe must be created (if there are several processes with this name in task manager, every one of them should be dumped; it is preferable that a ProcDump utility is used to create the dump: see Creating Process Dumps with ProcDump).

    If the installation leads to a complete system crash (reboot or BSOD) of system lockup, please collect full memory dump as described in Creating Windows Memory Dumps

    4.5 PCAP Log

    In case of remote installation issues collect additionally PCAP log. Provide IP addresses of the related machines.

    4.6 Update/Upgrade sequence

    Usually issues during installation are caused by specific sequence of installed versions on the Customer’s machine. If possible always provide information about previous versions.

    More information

    Regarding Linux related installation issues please refer to 36863: Acronis Backup & Recovery 11.5: Remote Installation of Agent for Linux and linked articles.

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