59219: Acronis Cyber Backup 12.5: installation fails on Windows Server SBS 2003 or Windows XP

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Applies to: 

Last update: 02-06-2021

Symptoms

  1. You are installing Acronis agent on a Windows XP or Windows Server SBS 2003.
  2. Installation fails.
  3. You check the MSI log and find that the operation has failed with error 3 or error 2:
    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): PreAction handler failed with status 3.
    1: 17:02:47.594: MSI_TRACE(tib_mounter): Operation failed with status 3

    or

    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
    1: 17:02:47.579: MSI_TRACE(tib_mounter): PreAction handler failed with status 2.
    1: 17:02:47.594: MSI_TRACE(tib_mounter): Operation failed with status 2

Cause

Issue in the product caused by multiple users being logged in.

Solution

The issue has been fixed in Update 1 of Acronis Cyber Backup 12.5.

As workaround, log off all users except the current one and reattempt the installation.