Symptoms

• When running a local agent update on Windows, the update fails with: "Fatal error during installation. The older version of this product cannot be removed because it seems to be corrupted."
• Checking the installation logs, located on the local machine in the ProgramData\Acronis\InstallationLogs folder, helps determine the cause of the update failure:

Example of error message in Installation log

1: `anonymous-namespace'::CompositeCheckerWithExistanceCheck::GetCachedPackage: Failed to open file C:\WINDOWS\Installer\27f770f7.msi. Error: Error 0xdc0017

1: `anonymous-namespace'::CompositeCheckerWithExistanceCheck::GetCachedPackage: The older version of this product cannot be removed because it seems to be corrupted.

Cause

The error message in installation log above shows that the update failed due to a missing MSI file called 27f770f7.msi, located in the C:\WINDOWS\Installer\ folder.

Solution

Take the following steps to resolve the issue:

1. Download the offline installation files for the product version you are currently using. To find the download links, click Devices > All devices > Add.
2. Unpack the installation files.
3. In the installation files, find BackupClient64.msi and rename it to match the name of the missing file. In this example, the file is renamed as 27f770f7.msi.
4. Copy the renamed file to the C:\Windows\Installer\ folder.
5. Run the update again.

If the issue is not resolved using the steps above, please contact Acronis Support for further assistance.