58036: Acronis Backup Advanced 11.7/11.5: Installation of Management Console Fails with Error "Failed to get installed VMware Clients ids."

Symptoms

1. You have VMware vCenter Server and vSphere Client installed on a machine.

2. You install Acronis Backup Advanced 11.7/11.5

3. Installation of Acronis Management Console fails with "Fatal error while installation"

4. In the MSI log (installation log) you see the following:

MSI (s) (FC:08) [11:41:24:466]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI3EAC.tmp, Entrypoint: MsiVCPluginAcronisMCStarterPrepn
Action start 11:41:24: _USRCUSTACT_MsiVCPluginAcronisMCStarterPrepn_VCPluginAcronisMCStarter.
1: MSIGEN:MsiVCPluginAcronisMCStarterPrepn: called
1: MSIGEN:`anonymous-namespace'::GetVMwareClientInfo: called
1: MSIGEN:`anonymous-namespace'::GetVMwareClientInfo: Retrieving installed VMware Clients ids...
1: MSIGEN:`anonymous-namespace'::GetInstalledClients: called
1: MSIGEN:`anonymous-namespace'::GetInstalledClients: Failed to get installed products.
1: MSIGEN:`anonymous-namespace'::GetVMwareClientInfo: Failed to get installed VMware Clients ids.
1: MSIGEN:MsiVCPluginAcronisMCStarterPrepn: Failed to get VMware Client information.
1: MSIGEN:MsiVCPluginAcronisMCStarterPrepn: Error: Error 0x53007b: Failed to detect installed virtual servers.
| line info: 0x87bfe8f17321505b
| $module: vc_plugin_amcs_custom_action_vs_s_44421
|
| error 0xfff0: The system cannot find the file specified
| line info: 0xbd28fdbd64edb8ee
| code: 0x80070002
| $module: vc_plugin_amcs_custom_action_vs_s_44421
1: MSIGEN:CommonError: code:8192, message:, linetag:0B4C0806259352A87h
CommonError: code:5439611, message:Failed to detect installed virtual servers., linetag:087BFE8F17321505Bh
CommonError: code:65520, message:The system cannot find the file specified, linetag:0BD28FDBD64EDB8EEh
1: MSIGEN:SendMessageToInstaller: started
1: MSIGEN:SendMessageToInstaller: MsiCreateRecord succeeded
1: MSIGEN:SendMessageToInstaller: MsiRecordSetStringW succeeded
{09FC4C04-FD7F-4f4c-967A-62597EBA9218} Common::Error (Base64) = 77u/PFhNTF9TRVJJQUxJWkVSPjxTZXJpYWxpemVkT2JqZWN0PkFRQWdBQUNIS2pWWllvREF0QUFrYlc5a2RXeGxBRUYyWTE5d2JIVm5hVzVmWVcxamMxOWpkWE4wYjIxZllXTjBhVzl1WDNaelgzTmZORFEwTWpFQUFIc0FVd0
JiVUNGejhlaS9oMFpoYVd4bFpDQjBieUJrWlhSbFkzUWdhVzV6ZEdGc2JHVmtJSFpwY25SMVlXd2djMlZ5ZG1WeWN5NEFKRzF2WkhWc1pRQkJkbU5mY0d4MVoybHVYMkZ0WTNOZlkzVnpkRzl0WDJGamRHbHZibDkyYzE5elh6UT
BOREl4QUFEdy93QUE3cmp0WkwzOUtMMVVhR1VnYzNsemRHVnRJR05oYm01dmRDQm1hVzVrSUhSb1pTQm1hV3hsSUhOd1pXTnBabWxsWkFCamIyUmxBRTRDQUFlQUFBQUFBQ1J0YjJSMWJHVUFRWFpqWDNCc2RXZHBi
bDloYldOelgyTjFjM1J2YlY5aFkzUnBiMjVmZG5OZmMxODBORFF5TVFBQTwvU2VyaWFsaXplZE9iamVjdD48L1hNTF9TRVJJQUxJWkVSPg==
1: MSIGEN:SendMessageToInstaller: message sent
CustomAction _USRCUSTACT_MsiVCPluginAcronisMCStarterPrepn_VCPluginAcronisMCStarter returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 11:41:24: _USRCUSTACT_MsiVCPluginAcronisMCStarterPrepn_VCPluginAcronisMCStarter. Return value 3.

Cause

Conflict with McAfee Solidcore Agent for Windows which writes to the same registry path as VMware plugins.

Solution

  1. Open Windows Registry: Start -> Search -> regedit.exe
  2. Delete the key HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{432DB9E4-6388-432F-9ADB-61E8782F4593}
  3. You might get the "Error while deleting key" error. In this case, as workaround, create an empty key HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{432DB9E4-6388-432F-9ADB-61E8782F4593} (note that is has a 32-bit path).
  4. Reboot the machine and reattempt installation of Acronis Management Console. The issue should be resolved.

 

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