Symptoms

Auto-update, remote update, or remote agent installation fails with the following error:

Failed to launch installation or update support service on host 'name'. Failed to install service with error: The specified service already exists. Please refer to Acronis documentation for possible solution: https://www.acronis.com/en-us/support/documentation/CyberProtectionService/#autodiscovery-and-manual-discovery.html

Cause

Issue in the product: the update service acroinst2 didn't stop after completing previous installation.

Solution

This issue has been fixed in Acronis Cyber Protect Cloud 22.01 Hotfix 1, Agent build 28936. Please update to the latest build.

Workaround

Workaround without using the latest build: delete the acroinst2 service on the affected machine manually and restart the installation/update.

To delete the service:

• Open the Command line with Administrator rights,
• Type the following command: 

  SC DELETE acroinst2

• Run the update again.