Agent update fail

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

  • 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"

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

  • 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

  • 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

  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

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

  • You are trying to perform an Agent update to the build 30948
  • 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

Apply one of the following solutions:

1. Update to Acronis Cyber Protect 15 Update 4.1 first (build 29486)

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."