70707: Acronis Cyber Protect Cloud: Agent auto-update fails with "The Windows Installer service cannot be accessed. This can occur when the Windows Installer is not installed correctly"

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Last update: 23-01-2023

Symptoms

  1. Agent auto-update or remote update fails with {"Result":"Failed", "Code":"6452534", "Description":"The Windows Installer Service could not be accessed. This can occur if the Windows Installer is not correctly installed. Contact your support personnel for assistance."}
  2. In bootstrapper logs, you see errors with code 0x80080005

Cause

An issue in the environment: Acronis installation code cannot set up communication with the MSI service to perform the install.

Troubleshooting

You can check these troubleshooting steps to find and fix the issue in the environment:

  • Run the Windows Update troubleshooter. More information can be found in this Windows article
  • Scan your system for issues by running the following commands:
  • Reset Windows Update components. More information can be found in this Windows article
  • Take ownership of the System Volume Information directory:

 

  • Use the Registry Editor to create a single value:

 

  • Disable the Windows Update service. Steps can be found in this article
  • Upgrade with the Media Creation Tool. More information can be found in this Windows article
  • Disable the third-party antivirus software if you have one.

 

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