Symptoms:

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

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:

• Check system requirements needed for installation and supported operating systems mentioned in user guide.
• Lockup can be caused by corrupt installer, hence, make sure you downloaded the file completely and ensured correct MD5 check sum
• Disable antivirus software, firewall and all other security software which could block the installation, see
  Acronis Software: Making Acronis Products Compatible with Antivirus Software
  [[Acronis Software: Making Acronis Products Compatible with Third-Party Firewall Software]]
• Using Task Manager make sure that no other msiexec.exe operation is running at the same time - if it is the case, wait for it's completion or stop the process manually to proceed with Acronis installation.
• To prevent ''access denied' errors, specify a user with administrative provileges and launch the installation file (Right-click - Run as Administrator) as Administrator.
• The user should be Administrator with the "Log on locally", "Access this computer from the network" and "Log on as a batch job" privileges. Please refer to the following knowledge abse article: 36139 Acronis vmProtect: Required Windows User Privileges
• Generally, how to preceed with lockup issues, see in 45992: Acronis Software: Troubleshooting Application Lockups

Symptoms:

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

Possible causes:

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

Troubleshooting:

• Check which component is missing, run the installation again.
• In case installation completed with errors, run repair installation or install from scratch.

If the issue still persists, it should be investigated by support using installation log to make sure that all required components are installed. Go to collect information step and contact Acronis Support.

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:

• Check if there are any installation related error messages in the Windows event logs
• Disable Firewall and Antivirus check for Acronis files, see
  Acronis Software: Making Acronis Products Compatible with Antivirus Software
  [[Acronis Software: Making Acronis Products Compatible with Third-Party Firewall Software]]
• The user should be Administrator with the "Log on locally", "Access this computer from the network" and "Log on as a batch job" privileges. Please refer to the following knowledge abse article: 36139 Acronis vmProtect: Required Windows User Privileges (generally, it is better to use admistrator for all operations)

Symptoms:

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

Possible causes:

• Previous version installed incorrectly
• Previous version uninstalled incorrectly
• 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:

• Try to repair previous version using Acronis installer and reinstall update/upgrade
• If you have necessary skills, back up system from bootable media and remove Acronis rests manually from Windows registry and folders (do not try it without any experience - it may make system unbootable at all)
• The best way to resolve Windows issues is to reinstall operating system, but check Acronis and Microsoft support first, if there any known related issues with solutions
• Check used credentials. The user should be Administrator with the "Log on locally", "Access this computer from the network" and "Log on as a batch job" privileges. Please refer to the following knowledge abse article:  36139 Acronis vmProtect: Required Windows User Privileges(generally, it is better to use admistrator for all operations)

Symptoms:

• Installation fails with an error message displayed.

Possible causes:

• Failed to create a new user for Acronis services
• Acronis Services cannot be registered properly during installation
• Failed to grant the 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 the installation, the Acronis Services have not been started/stopped in a timely fashion by the operating system.

Troubleshooting:

• Check for known issues.
• 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.
• Check 36139 Acronis vmProtect: Required Windows User Privileges. To avoid general access issues ensure that you are installing under administrator.
• 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 Support.

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 for known issues.

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.
• Operating system is not supported at all by the selected product.

Troubleshooting:

• Check if you are using correct installer, correct product and installing on a supported operating system.
• Try to reinstall the product.
• Make sure that you follow instruction from user guide ans install all needed components, see Web Help: Installing Acronis vmProtect 9 as Windows Agent.
• Search in Acronis Knowledge Base for known issues.

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

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:

• Make sure MD5 check sum of the installer is correct.
• Disable Firewall and Antivirus: see
  Acronis Software: Making Acronis Products Compatible with Antivirus Software
  [[Acronis Software: Making Acronis Products Compatible with Third-Party Firewall Software]]
• Make sure the OS is supported.

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 Support 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.

Symptoms:

• Local 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.

Go to Start -> Run -> eventvwr.msc. Navigate to Windows Logs -> Application and 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.

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.

If you cannot find a solution in KB articles and it is an installation over an older Acronis version, get an approval of support experts to use Cleanup Utility in order to remove previous version (Note: it will remove all Acronis Software on the machine). We recommend to create Acronis Bootable Media and do a system backup before cleaning up (to make sure the system can be restored if something goes wrong).

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.

Authentification failed.

Cannot get access to file ---.

Cannot get access to registry key ---.

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 privilegies 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.

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

Windows: Collect system information using the AcronisInfo Utility.

ESX: Collect diagnostic information for VMware ESX\ESXi following the instructions from VMware knowledge base article.

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.

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

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

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.