69767: Acronis Cyber Protect: Agent update hangs or fails if DeviceLock service cannot be stopped during installation

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Last update: 03-03-2022


  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.


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”

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


Issue in the product.

Acronis Development team is working on a fix.


  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.