Symptoms

• Agent auto-update or remote update fails with the error "Fatal error during installation":

Cause

During agent installation, Acronis faced an error that couldn't be solved by the installer.

Troubleshooting

To find out the exact root cause and fix the problem, refer to the installation logs:

• On the agent machine, open ProgramData\Acronis\InstallationLogs and find the folder that matches the date of installation attempt
• Open the file BackupClient64.msi.log in any text editor
• Analyze the log using the MSI technology:

1. Search for the line "Return value 3"
2. Check the last error logged before this line.

• Troubleshoot the issue depending on the error message:

Possible errors and how to troubleshoot them: click to expand

"The older version of this product cannot be removed because it seems to be corrupted"

• This error means that the previous installation is corrupted. 
• To resolve the issue, reinstall the agent using Cleanup utility.

"Error 1719. 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"

• This is similar to the issue in the following article: https://kb.acronis.com/content/70711
• Follow the workaround.

"Cannot create file. The process cannot access the file because it is being used by another process"

To resolve the issue:

1. Check the name of affected file in the line "path"
2. Make sure the file is not opened by any user.
3. If you have Antivirus, set up exclusions for Acronis.

"Error 1921. Service 'DeviceLock Service' (Device Lock) could not be stopped. Verify that you have sufficient privileges to stop system services"

• Check the following article where the issue is mentioned: https://kb.acronis.com/content/69767

"Error 1307. There is not enough disk space to install this file: C:\Program Files\BackupClient."

To resolve the issue:

• Free some disk space and click Retry
• Click Cancel to exit.

 

 

More information

Fur further assistance, contact Acronis Support