Symptoms
- You are installing an update of Acronis Agent for Windows (Live update or manual update).
- Installation fails with "SSL peer certificate or SSH remote key was not OK"
Agent update fail
Symptoms
- Local update of agent, auto-update or remote update finishes with error "One or several critical issues are found"
Cause
The error appears if launch conditions (installation prerequisites) are not met.
Symptoms
- Remote installation, update or auto-update of the agent fails with error: "Failed to connect to machine https://xx.xx.xx.xx:9877. HTTP status code 402"
- After installation, agent is not registered in Management Server.
Cause
Symptoms
- Auto-update of agent finishes with error "Failed to launch installation or update support service on host '..'. Failed to uninstall existing service. The specified service has been marked for deletion."
Symptoms
- Local update of agent, auto-update or remote update finishes with error "One or several critical issues are found"
- In the Bootstrapper logs (C:\ProgramData\Acronis\InstallationLogs), you see the following message:
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.
Symptoms
- Agent auto-update or remote update fails with the following error: "There is not enough free space for installation or update. The available space must be greater than 5 GB."
- However, agent machine has more free space available.
Cause
5 GB of free space is required in the following directories:
Symptoms
- 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."}
- In bootstrapper logs, you see errors with code 0x80080005
Cause
Symptoms
- You are trying to perform an Agent update
- Updating fails with uninformative error "The installation failed" in wizard
- The bootstrapper.log is 0KB.
Cause
Compatibility issue between the old and the new Active Protection mechanism.
Solution
Temporarily disable Self-protection in the Antivirus & Antimalware module of the corresponding protection plan:
