Agent update fail

Acronis Cyber Protect Cloud: Agent auto-update fails with "There is not enough free space for installation or update. The available space must be greater than 5 GB" although disks have more space available

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:

Acronis Cyber Protect Cloud: Agent update installation fails with "SSL peer certificate or SSH remote key was not OK"

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"

Acronis Cyber Protect Cloud: Troubleshooting "Fatal error during installation" by agent auto-update and remote update

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.

Acronis Cyber Protect Cloud: Agent auto-update or remote update fails with "One or several critical issues are found"

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.

Acronis Cyber Protect Cloud, Acronis Cyber Protect 15: Agent update fails with "Folder C:\ProgramData\Acronis\ is created by non-administrator"

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:
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"

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

Acronis Cyber Protect: Remote installation of agent fails with error „HTTP 402“

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

Acronis Cyber Protect: Local update fails with error "The installation failed" in wizard, bootstrapper.log is 0KB

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)

Acronis Cyber Protect Cloud: Agent update fails with "Failed to launch installation or update support service on host '..'. Failed to uninstall existing service. The specified service has been marked for deletion."

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."