Automatic update

Acronis Cyber Protect: Agent update hangs or fails if DeviceLock service cannot be stopped during installation

Symptoms

  1. Agent setup hangs during update due to deadlock in DeviceLock agent.
  2. Windows System log contains messages from Service Control Manager:

  • A timeout (600000 milliseconds) was reached while waiting for a transaction response from the Device Lock service.

OR

1. Agent installation, uninstallation, or update fails with "Fatal error during installation",

Acronis Cyber Protect Cloud: Agent update fails with "Task timeout expired. The agent that is responsible for processing the task is not accessible"

Symptoms

Auto-update or remote update fails with the following error:

Task timeout expired. The agent that is responsible for processing the task is not accessible

Cause

Acp-update-controller service cannot connect to the Agent Core service. In such case Acronis Update Controller switches to "emergency update" mode, in this mode update tasks are not handled.

Solution

The issue was fixed in C22.08, but users should perform the following steps to apply the solution: