Symptoms

1. Agent setup hangs during update due to deadlock in DeviceLock agent.
2. Windows System log contains messages from Service Control Manager:

• A timeout (600000 milliseconds) was reached while waiting for a transaction response from the Device Lock service.

OR

1. Agent installation, uninstallation, or update fails with "Fatal error during installation",

2. In MSI logs (C:\ProgramData\Acronis\InstallationLogs), when searching for "Return value 3" you see "Error 0x8007041d: failed to stop 'Device Lock' service”

Example of error message: click to expand

PrepareStopService:  Error 0x8007041d: failed to stop 'Device Lock' service
CustomAction PrepareStopService.E22CCAB9_51E9_4C63_B52E_21DE4FCC5470 returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (10:A0) [17:19:47:923]: Note: 1: 2265 2:  3: -2147287035 
MSI (s) (10:A0) [17:19:47:923]: User policy value 'DisableRollback' is 0
MSI (s) (10:A0) [17:19:47:923]: Machine policy value 'DisableRollback' is 0
Action ended 17:19:47: InstallExecute. Return value 3.

Other possible symptoms that can appear if installation did not fail but some components were not updated due to service deadlock:

• Agent is offline after update
• Acronis services are disabled, do not start or terminate unexpectedly
• Backups fail
• MSI log ends with the following message:

  Service volume_tracker is installed

Cause

Issue in the product.

Acronis Development team is working on a fix.

Troubleshooting

1. Stop the DeviceLock Service and reattempt the installation
2. If the installation still hangs with DeviceLock service stopped, uninstall the product using Cleanup Utility, then install the latest build.