63909: Acronis Cyber Protect Cloud, Acronis Cyber Backup: Installation of Agent for Windows fails with error in MSI log "Failed to add user NNNNN to group 'Backup Operators'."

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Applies to: 

Last update: 30-04-2021

Symptoms

Fresh installation or upgrade of Backup Agent for Windows build 12.5.14800 fails with return value 1603. In MSI installation log, you see this error:

1: MsiManagedMachineServiceInstall:Error 0xf50009: Failed to add existing user 'MMM\NNN' to service users.
| line: 0xd2c4f13c2d5bfdaa
| file: e:\546\inst_supp\msi_supp\user.cpp:685
| function: AddExistingUserToServiceUsers
| $module: custom_actions_msp_vsa64_s_14800
|
| error 0xf50002: Failed to add user 'MMM\NNN' to group 'Backup Operators'.
| line: 0xd2c4f13c2d5bfb74
| file: e:\546\inst_supp\msi_supp\user.cpp:119
| function: `anonymous-namespace'::AddUserToGroups
| $module: custom_actions_msp_vsa64_s_14800
|
| error 0x140bc0
| line: 0x8e9561535b69d78f
| file: e:\546\core\winex\user_iterator.cpp:332
| function: Windows::LocalGroupAddMembers
| $module: custom_actions_msp_vsa64_s_14800 
CustomAction MsiMmsInstallInstall_MspManagedMachineService_II returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)

 

Cause

Issue happens if service user has the same name as the machine. (eg. device name is "Server" and user name is "server")

Solution

Issue will be fixed in one of maintenance releases of Acronis Cyber Cloud. As workaround please use service account with name, different from device name or use LocalSystem as service account