56538: Acronis Backup: Installation of Agent for Windows Fails with Error "Failed to start service tib_mounter with status 1058"

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Operating Systems: 

Symptoms

Update installation or clean installation after using a previous version of Acronis may fail with error:

1: MSI_TRACE(tib_mounter): Service tib_mounter is installed
1: MSI_TRACE(tib_mounter): Installed version: 2118
1: MSI_TRACE(tib_mounter): Version 2118 is already installed
1: MSI_TRACE(tib_mounter): FlushFileBuffers
1: MSI_TRACE(tib_mounter): Cancel postponed deletion of file '\??\C:\WINDOWS\system32\DRIVERS\tib_mounter.sys': status 0
1: MSI_TRACE(tib_mounter): Failed to start service tib_mounter with status 1058
1: MSI_TRACE(tib_mounter): Failed to install: status 1058.
1: MSI_TRACE(tib_mounter): Action handler failed with status 1058.
1: MSI_TRACE(tib_mounter): Operation failed with status 1058
1: MSIGEN:SendMessageToInstaller: started
1: MSIGEN:SendMessageToInstaller: MsiCreateRecord succeeded
1: MSIGEN:SendMessageToInstaller: MsiRecordSetStringW succeeded
{09FC4C04-FD7F-4f4c-967A-62597EBA9218} Common::Error (Base64) = 77u/PD94bWwgdmVyc2lvbj0iMS4wIiBlbmNvZGluZz0iVVRGLTgiID8+DQo8WE1MX1NFUklBTElaRVI+DQoJPFNlcmlhbGl6ZWRPYmplY3Q+QWZEL0FBQ
mk3dnkrZFF3WXdVUmxjaUJoYm1kbFoyVmlaVzVsSUVScFpXNXpkQ0JyWVc1dUlHNXBZMmgwSUdkbGMzUmhjblJsZENCM1pYSmtaVzR1SUVWeUlH
bHpkQ0JrWldGcmRHbDJhV1Z5ZENCdlpHVnlJRzVwWTJoMElHMXBkQ0JoYTNScGRtbGxjblJsYmlCSFpYTERwSFJsYmlCMlpYSmlkVzVrWlc0QVkyO
WtaUUJPSWdRSGdBQUFBQUFrYlc5a2RXeGxBRmRET2x4WFNVNUVUMWRUWEVsdWMzUmhiR3hsY2x4TlUwazJOamhDTG5SdGNBQUE8L1Nlcml
hbGl6ZWRPYmplY3Q+DQo8L1hNTF9TRVJJQUxJWkVSPg0K
1: MSIGEN:SendMessageToInstaller: message sent
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)
MSI (s) (F0:E8) [09:20:46:487]: Note: 1: 2265 2: 3: -2147287035
MSI (s) (F0:E8) [09:20:46:487]: User policy value 'DisableRollback' is 0
MSI (s) (F0:E8) [09:20:46:487]: Machine policy value 'DisableRollback' is 0
Aktion beendet um 09:20:46: InstallFinalize. R├╝ckgabewert 3.

Solution

The issue is caused by broken tib_mounter installation. To resolve the installation error please follow these steps:

1. Check if these files:
fox.dll
icu38.dll
icudt38.dll
thread_pool.dll
tib_mounter.dll
TibMounterMonitor.exe

are present in:
C:\Program Files\Common Files\Acronis\TibMounter
C:\Program Files (x86)\Common Files\Acronis\TibMounter

If they are present, execute tibmountermonitor.exe and if this is successful, retry Acronis installation.

If the TibMounter folders from above do not exist, start Command prompt (Start -> search -> cmd) as admin (right-click and select Run as administrator) and execute:
sc query tib_mounter

If the service is registered, run:
sc delete tib_mounter

If this operation is successful, retry Acronis installation. The issue should be resolved.

More information

Please contact Acronis Customer Central if you need assistance.

 

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