69934: Acronis Cyber Protect, Acronis Cyber Backup: remote installation on Windows OS Domain Controller fails with error "The operation has failed with result '1603'"

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Operating Systems: 

Last update: 22-12-2021

Symptoms

  • Remote installation to Windows Server OS failed with the "The operation has failed with result '1603'" error
  • The server is a Domain Controller

The msi package installation log that can be found at C:\ProgramData\Acronis\InstallationLogs folder contains the following error:

1: [10:33:28:771]: PrepareUsers: an error has been thrown:
Error 0x450001: User for 'MMS' service is not specified. Specify 'MMS_SERVICE_USERNAME' and 'MMS_SERVICE_PASSWORD' to install the service on domain controller.
| line: 0x12171f3d4a7b3ae
| file: d:\1711\inst_supp\msi_supp\custom_actions\users_and_groups\lib\impl\user_operations.cpp:86
| function: UsersAndGroups::PrepareUser::Execute
| $module: custom_actions_ab_vsa64_s_27009
  CustomAction PrepareUsers returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 10:33:28: PrepareUsers. Return value 3.
Action ended 10:33:28: INSTALL. Return value 3.

Cause

Issue in the software. During installation the software tries to create the local service account to start Acronis Managed Machine Service and use it to install the service. 

The issue is planned to be fixed in future updates.

Workaround

Run the installation file locally and install the agent: the setup program will prompt you to specify existing accounts (or the same account) for each service. There is no way to specify an existing account for Acronis Managed Machine service during the remote installation.

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