46710: Acronis True Image: Installation Fails in Windows

    Quick solutions

    In rare cases you may encounter an issue during the installation of Acronis True Image. Here are quick solutions for known issues: 

    Installation Fails with "MainEngineThread is returning 1603"

    Installation Fails with "Subkey cannot be found"

    Installation Fails with "Some Acronis products must be uninstalled first"

    Installation Fails with "Access is denied"

    Installation Fails with "An error occurred during the installation of assembly" "Microsoft.VC80.CRT,publicKeyToken"

    Installation Fails with "The Windows Installer Service could not be accessed"

    Installation Fails with "Could not write value to key"

    Installation of Acronis Product Fails with "...not a valid Win32 application"

    Installation of Acronis Product Fails While Installing Over a Previously Deleted Product

    If you are facing another issue with the installation, please follow the instructions below to determine the root cause of the issue and to solve the problem.

    Troubleshooting

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

    Prerequisites

    Before installation

    1. Make sure the operating system is supported:
      Acronis True Image 2017: Supported Operating Systems
      Acronis True Image 2016: Supported Operating Systems
      Acronis True Image 2015: Supported Operating Systems
    2. Make sure your machine meets the hardware requirements:
      see Acronis True Image 2017: System requirements and supported media
      see Acronis True Image 2016: System requirements and supported media
      see Acronis True Image 2015: System requirements and supported media

    Installation procedure

    Follow the correct installation procedure depenting on your installation method:

    Update

    Each time you start the program, Acronis True Image checks whether a new version of the software is available on the Acronis website. If so, the software provides a link for downloading a setup program of the new version.

    To check for updates manually, start the program and then click Account (or Help in older versions) > Check for updates. Here you can also disable the automatic checks for updates.

    To update Acronis True Image:

    1. Run the setup program of the updated version of Acronis True Image.
    2. Click Install.
    3. Click Update.
    4. If prompted, specify the license keys.
    5. Follow the on-screen instructions.

    Uninstallation

    Follow these instructions to uninstall Acronis True Image:

    1. Select Start -> Settings -> Control panel -> Add or remove programs -> Acronis True Image -> Remove. Then follow the instructions on the screen.
    2. If you use Windows Vista, select Start -> Control panel -> Programs and Features -> Acronis True Image -> Remove. Then follow the instructions on the screen. You may have to reboot your computer afterwards to complete the task.
    3. If you use Windows 7, select Start -> Control Panel -> Uninstall a program -> Acronis True Image -> Uninstall. Then follow the instructions on the screen. You may have to reboot your computer afterwards to complete the task.
    4. If you use Windows 8, click the Settings icon, then select Control Panel -> Uninstall a program -> Acronis True Image -> Uninstall.
    5. If you used the Acronis Secure Zone, Acronis Nonstop Backup or Acronis Extended Capacity Manager, select in the window that appears what to do with the zone, Nonstop Backup storages or extended capacity disks. Then click Next to proceed with the uninstallation procedure. 

    If uninstallation fails, you can use Microsoft FixIT Utility or Acronis Cleanup Utility (we recommend to have/create a full backup before using the Cleanup Utility).

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

    Issue types by root causes and troubleshooting step

    If installation of Acronis True Image fails, it will automatically offer you to view the MSI log (see Creating an MS Installer Log of Acronis Software). Based on the 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:

    Application lockups

    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:

    • Check system requirements needed for installation and supported operating systems.
    • Disable antivirus software, firewall and all other security software which could block the installation, see Acronis Software: Making Acronis Products Compatible with Antivirus Software.
    • Using Task Manager (Start -> Run -> taskmgr -> Processes -> Show processes from all users, review the list or currently running processes) 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.
    • Check in the %TEMP% folder for the recent installation log. If installation log shows there are some problems with SnapAPI drivers, please try to remove/install it manually (see 1620: Removing Acronis SnapAPI Drivers); contact Acronis Support to get actuall installation files if the issues is related to other Acronis drivers.
    • Lockup issues can be caused by corrupt installer, hence make sure you downloaded the file completely and ensured correct MD5 check sum.
    • Generally, how to preceed with lockup issues, see in 45992: Acronis Software: Troubleshooting Application Lockups.
    • If files of an older Acronis version cannot be removed correctly, use the Cleanup Utility.

    Components missing after installation

    Symptoms:

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

    Possible causes:

    • Installation is corrupt
    • Some installation or configuration issue

    Troubleshooting:

    • It is possible that installation completed with errors, it this case try to repair installation or install from scratch.
    • Installation issues should be investigated by support using installation log make sure that all required components are installed.
    • If product startup icon is missing and product cannot be lauched, try to repair installation or install from scratch.

    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:

    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
    • 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.
    • Try to remove previous version using using standard procedure, Microsoft FixIT Utility, or Acronis Cleanup Utility (we recommend to have/create a full backup before using the Cleanup Utility).
    • 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.

    Installation fails with error

    Symptoms:

    • Installation fails with an error message displayed.

    Possible causes:

    • Acronis Services cannot be registered properly during installation
    • 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:

    Uninstallation

    Symptoms:

    • Uninstallation of Acronis True Image 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.
    • Use Microsoft FixIT Utility or Acronis Cleanup Utility (we recommend to have/create a full backup before using the Cleanup Utility).

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

    Unsupported Operating System

    Symptoms:

    • Installation fails with error "Operating system is not supported"
    • 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:

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

    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:

    Operating system crashes during (un)installation

    Symptoms:

    • BSOD during (un)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 chhdsk /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.

    Slow Installation

    Symptoms:

    • Installation runs too slow

    Possible causes

    • Poor system resources or too much other processes on the machine are running at the same time
    • A step in the installation proceeds is too slow (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 (Start -> Run -> taskmgr -> Processes -> Show processes from all users, review the list or currently running processes, msiexec.exe started under admin).
    • Start installation again.

    General troubleshooting steps

    Windows errors

    Go to Start -> Run -> eventvwr.msc. Navigate to Windows Logs and check Application and System sections for error messages related to the installation procedure. Search for solution in Microsoft Support articles.

    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.

    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.

    If you cannot find a solution in KB articles and it is an installation over an older Acronis version, use Cleanup Utility in order to remove the previous version. Create Acronis bootable media and do a system backup before cleaning up (to make sure the system can be restored if something goes wrong) manually or using the Cleanup Utility.

    Collecting Information

    Collect following information and contact Acronis Customer Central.

    MSI Log and System report is mandatory on all installations occasions.

    System report

    Collect information with AcronisInfo Utility.

    MSI log

    Creating an MS Installer Log of Acronis Software.

    Alternatively check that installation log is included in the system report collected by the AcronisInfo Utility in the previous step.

    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.

    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

    Update/Upgrade sequence

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

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